Julie W.
Received with wrong prescription
Ordered glasses. They came in. I put on and the sides were blurry. I reached out and they want all kinds of pictures and info. No one has that kink of time. I'm not an idiot. I will ONLY order from Zenni from now on.
Response from Payne Glasses LLCMay 28, 2026
Hi Julie, We’re sorry to hear the glasses were not performing as expected out of the box. With some prescriptions and lens types, there are additional fitting variables beyond the prescription itself. In-store, an optician physically measures how the frame sits on your face and how your eyes align within the lenses. Online, troubleshooting those same variables remotely sometimes requires fit photos and measurements so our licensed opticians can evaluate alignment and positioning. That was the reason our team requested the additional information—we were attempting to determine whether the issue could be corrected rather than simply replacing lenses that were manufactured as ordered. We completely understand that not everyone wants to go through that process, and that’s okay. A prepaid return label has already been provided, and we’re happy to proceed with a refund once the glasses are returned. We appreciate the opportunity to assist and wish you the best moving forward.