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Rating 2/10

I am a loyal, 7-year customer of zenni optical and have directly purchased more than 10 pairs of glasses to my family, in additional to promoting them to family and friends. However, my last order and subsequent communication with their "head" of return department who identifies herself as Dawn has left a very bad taste in my mouth (and prompted this review). My latest order included a pair of glasses that was completely unwearable. There is a very pronounced 'chromatic effect' on the bottom of both lenses...akin to seeing rainbows every time the glasses are worn. This is not only extremely uncomfortable (gives me a bad headache) but was very dangerous the one time I tried these when driving...the flashing lights effect made it difficult to differentiate other car lights.
I was highly disappointed in my customer service experience. We initially contacted them through online chat and was instructed to return the new glasses (contacted them within 1 day of purchase) at our expense. After 1 week, I received an email stating there was nothing wrong with the glasses and all they would offer is 50% off the price of the glasses (which is pretty pointless as I won't be purchasing from this company again in case the same problem occurs & having to deal with such bad customer service). I was escalated to a 'returns supervisor' who identified herself as Dawn who was extremely patronizing and unhelpful. At this point, I am awaiting a 'secondary inspection' in their lab in China but was told quite clearly that this is not considered a defect and that I was 'lucky' I have never encountered this problem previously. While I have been a vocal supporter of this company previously, I would be just a vocal of a critic due the the extremely poor customer service should any quality control issue arise. I would recommend other online optical sites instead as they have a 100% quality guarantee (though they are slightly pricier), instead of this non-existent, extremely patronizing supervisor who states that everyone else who works above her 'are not available for me to contact' & that I'm basically SOL.

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