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Consulting Servive Center

Karen Moore    Time: 2026-08-27 22:08
Q: I paid extra money to receive my glasses quickly. They say they were shipped a week ago and all the tracking says is that a label has been created. A whole week and they haven't moved!!
A: Dear Karen Moore, We would like to tell you that your package is in transit to the US. During this time, the tracking information of USPS will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.
darlenebobrosky     Time: 2026-08-27 20:37
Q: CAN YOU PLEASE LET ME KNOW WHEN YOUR SHASTA GLASSES BECOME AVAILABLE AGAIN. THIS A PAIR OF GLASSES I AM ALWAYS COMPLIMENTED ON AND I HAD THE BEST SIGHT OUT OF THESE GLASSES. I HAVE MANY PAIRS OF GLASSES AND I LOVE WEARING THEN TO COMPLIMENT MY OUTFITS. I WOULD ORDER THE SHASTA GLASSES IN A HEARTBEAT. THANK YOU!
A: Dear Darlene Bobrosky, Would you please take a photo of the correct original prescription with PD and attach it in the email so that we can check it for you first?
darlenebobrosky     Time: 2026-08-27 20:30
Q: THE PRESCRIPTION YOU HAVE FOR MY SECOND PAIR OF GLASSES ART NO. 58094 IS AN OLD PRESCRIPTION. PLEASE MAKE THE NECESSARY CHANGES. MY RIGHT PD IS 30.0 AND THE LEFT PD. IS 29.5 PLEASE ADJUST THAT ACCORDINGLY. MY OPTOMETRIST CHECKED MY ORANGE POLKA DOT GLASSES AND THE LENSES ARE NOT MY CORRECT PRESCRIPTION. BECAUSE I HAVE HAD SUCH GOOD SUCCESS WITH YOUR COMPANY BEFORE I AM HOPING THIS IS A ONE OFF EXPERIENCE. PLEASE HELP AND CAN I BE NOTIFIED WHEN THE CHANGES HAVE BEEN MADE.
A: Dear Darlene Bobrosky, Would you please take a photo of the correct original prescription with PD and attach it in the email so that we can check it for you first?
Ariel Boutte    Time: 2026-08-27 18:52
Q: I have 2 pairs out of my order that are crooked/off set. I would like to get them remade if possible. I cant wear them.
A: Dear Ariel Boutte, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?
toddcoffman     Time: 2026-08-27 17:20
Q: URGENT - - - Aug 7, 2026 13:42:46 Order# 20826071342468 I'm trying to find my order? It says it was in Denver, then shipped back to Texas, Why? There was no attempt made to deliver these glasses!!! Todd Coffman
A: Dear Todd Coffman, We are sorry to tell you that your package is returned to us. Please don\'t worry. We will try our best to make sure that you can receive your package. Would you please double check your address and tell us if it is correct? If it is incorrect, please tell us the correct one. When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated. The address you filled in the order : 2351 Federal Boulevard, Unit 407 ,Denver,CO,80202,US
toddcoffman     Time: 2026-08-27 17:17
Q: It seems as if my order was sent back to your facility, why? I need these ASAP I have waited weeks , there was NO attempt to deliver them here: Delivered Delivered, To Original Sender PLANO, TX 75074 August 27, 2026 2:07 PM Out for Delivery PLANO, TX 75074 August 27, 2026 8:22 AM Arrived at Post Office PLANO, TX 75074 August 27, 2026 8:11 AM In Transit to Next Facility August 27, 2026 6:33 AM Departed USPS Facility COPPELL TX DISTRIBUTION CENTER August 27, 2026 6:21 AM Arrived at USPS Facility COPPELL TX DISTRIBUTION CENTER August 26, 2026 11:47 PM Arrived at USPS Facility DALLAS, TX 75211 August 26, 2026 1:31 PM In Transit to Next Facility August 26, 2026 8:28 AM In Transit to Next Facility August 26, 2026 5:06 AM In Transit to Next Facility August 26, 2026 1:28 AM Departed USPS Facility DENVER CO DISTRIBUTION CENTER August 25, 2026 8:16 PM Arrived at USPS Facility DENVER CO DISTRIBUTION CENTER August 25, 2026 5:10 PM Return to Sender Processed DENVER, CO 80202 August 25, 2026 12:23 PM Processing at USPS Facility DENVER, CO 80202 August 25, 2026 7:28 AM Out for Delivery DENVER, CO 80202 August 25, 2026 7:03 AM Arrived at Post Office DENVER, CO 80202 August 25, 2026 6:52 AM Arrived at USPS Facility DENVER, CO 80202 August 25, 2026 6:15 AM Arrived at USPS Facility DENVER CO DISTRIBUTION CENTER August 24, 2026 2:59 PM Arrived at USPS Facility GRAND JUNCTION CO DISTRIBUTION CENTER August 23, 2026 10:15 PM Arrived at USPS Facility DENVER CO DISTRIBUTION CENTER August 22, 2026 9:23 PM Processing at USPS Facility DENVER, CO 80202 August 22, 2026 7:36 AM Out for Delivery DENVER, CO 80202 August 22, 2026 7:09 AM Arrived at USPS Facility DENVER, CO 80202 August 22, 2026 5:09 AM Departed USPS Facility DENVER, CO 80221 August 22, 2026 4:51 AM Arrived at USPS Facility DENVER, CO 80221 August 22, 2026 4:27 AM Departed USPS Facility DENVER CO DISTRIBUTION CENTER August 22, 2026 4:13 AM Arrived at USPS Facility DENVER CO DISTRIBUTION CENTER August 22, 2026 1:58 AM Arrived at USPS Facility DENVER CO DISTRIBUTION CENTER August 21, 2026 5:06 PM In Transit to Next Facility August 21, 2026 2:30 PM In Transit to Next Facility August 21, 2026 9:06 AM Departed USPS Facility COPPELL TX DISTRIBUTION CENTER August 21, 2026 3:58 AM Arrived at USPS Facility COPPELL TX DISTRIBUTION CENTER August 20, 2026 4:17 PM Accepted at USPS Facility PLANO, TX 75074 August 20, 2026 3:02 PM Shipping Label Created PLANO, TX 75074 August 18, 2026 3:39 AM
A: Dear Todd Coffman, We are sorry to tell you that your package is returned to us. Please don\'t worry. We will try our best to make sure that you can receive your package. Would you please double check your address and tell us if it is correct? If it is incorrect, please tell us the correct one. When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated. The address you filled in the order : 2351 Federal Boulevard, Unit 407 ,Denver,CO,80202,US
Monfort Beth    Time: 2026-08-27 17:02
Q: I accidentally put the wrong is prescription strength in my single vision. How can I correct it
A: Dear Beth Monfort, Would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?
Janine Bambrick     Time: 2026-08-27 17:00
Q: I need to change my shipping address on a order I just placed . Please advise
A: Dear Janine, We are sorry to hear that,would you please tell us your correct address so that we can change it for you ?
Janine Bambrick     Time: 2026-08-27 16:59
Q: I need to change my shipping address in a order I just placed. Please advise
A: Dear Janine, We are sorry to hear that,would you please tell us your correct address so that we can change it for you ?
Pacheco Viviana    Time: 2026-08-27 16:38
Q: Hi, I’m checking on my order because it looks like it’s been sitting in limbo for a few days now, a week to be exact, when it looks like production was finished on all three pairs of glasses. Please let me know when I should expect my glasses to be shipped since I did pay for shipping. Kindly, Viviana
A: Dear Pacheco Viviana, We asked our factory and they said that there is a little flaw on the frame#Neon05 59045 green_black,they need to change a new frame, but this frame was out of stock temporarily. So your order is delayed. We will ship your order out asap when it comes back.
LadyBug Love    Time: 2026-08-27 16:15
Q: Would like to return my order. The glasses hurt the side of my ears, too tight. And the color is not as pictured
A: Dear LadyBug Love, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?
Darcy Frields     Time: 2026-08-27 16:14
Q: Both pairs of glasses don't fit right , one too small the other too big. And the bigger pair the transition line is in a weird spot, I want to return please
A: Dear Darcy, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?
Snow200488     Time: 2026-08-27 14:47
Q: Please I need to change my script!! Progressive lenses and my PD is L-26 R-27
A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?
Snow200488     Time: 2026-08-27 14:33
Q: I just placed an order and selected single vision but my script needs progressive lens. Please I need help to fix it before it’s to late
A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?
Laura Thompson    Time: 2026-08-27 14:12
Q: I was charged twice for one order, which shows as 2 orders . please cancel 20826271346334 now. Thank You. Laura.
A: I was charged twice for one order, which shows as 2 orders . please cancel 20826271346334 now. Thank You. Laura.
Richard Mooney    Time: 2026-08-27 14:08
Q: I just received my order (20826121043068). None of the glasses focus, they all allow double vision, which my lenscrafter glasses correct. I want to return them for a refund. Please provide an RGA. Thank you
A: Dear Richard Mooney, We are sorry to hear that,would you please tell us whether you have worn glasses with 4 prism values ?
Erica Costilla    Time: 2026-08-27 12:50
Q: Hello, my prescription has changed within the past year and I now have progressive lenses. I am wondering if your company is able to just do the lenses to frames I have purchased within their past year from you. So I don’t have to scrap my newer glasses.
A: Dear Erica Costilla, We are sorry to tell you that our factory is located in China, so we don\'t offer that service.
HYE YANG    Time: 2026-08-27 11:58
Q: Would it be possible to restock the Fiona and Nenote rimless glasses? I really loved those two styles, but unfortunately, they are no longer available. I would greatly appreciate it if you could bring them back in stock. I would definitely purchase them and would not return them. Thank you for considering my request!
A: Dear HYE YANG, We are sorry to tell you that these frames are discontinued, they will not come back in stock, sorry for this.
Yaricely Arce Rivera     Time: 2026-08-27 11:12
Q: The post office bring my package in other house
A: Dear Yaricely, We are sorry to hear that,we have checked the tracking information and it shows that your item was picked up at a postal facility at 9:29 am on August 27, 2026 in HAINES CITY, FL 33844. Do you contact your local USPS office?
Snow200488     Time: 2026-08-27 10:15
Q: I need to change my order from single vision to progressive PLEASE HELP!! I just now ordered it
A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?
Gierke Jessica    Time: 2026-08-27 09:55
Q: I want to use my bogo coupon for another pair. I just purchased a pair
A: Dear Jessica Gierke, Do you mean you want to change discount of both orders to bogo discount ?
Tanya Fadeley    Time: 2026-08-27 08:11
Q: Appears from other customer concerns, you have a lot of frames OOS that is delaying orders but you fail to note that on the order and let the customers know. I am going to assume since I have had no movement on my order since 8/20 that I have a frame that is currently OOS? Please update with me with the status of my order. Thanks Order# 80826120751242
A: Dear Tanya Fadeley, We are sorry to tell you that the frame#Vertex black is out of stock temporarily, so your order is delayed,we will rush order for you when they come back.
Tanya Fadeley    Time: 2026-08-27 08:06
Q: I placed an order on 8/12 and it still shows processing and not movement since 8/20. Can you please check on this order for me? Thanks Order# 80826120751242
A: Dear Tanya Fadeley, We are sorry to tell you that the frame#Vertex black is out of stock temporarily, so your order is delayed,we will rush order for you when they come back.
Jean Malcom    Time: 2026-08-27 07:46
Q: I received my replacement glasses and I just opened the package and they are sunglasses. I did not order sunglasses. Please let me know how to correct this and if there is any way that I can speed up delivery on the correct lenses. Thank you Jean
A: Dear Jean Malcom, We are sorry for this,concerning your case, we can offer you a $90 coupon which is more than the half cost of this order. You can use the coupon to place a new order and don’t need to return these eyeglasses. Would you please tell us whether you can accept it ? Note: This coupon cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.
Nathalie Sanjuan    Time: 2026-08-27 06:30
Q: Hello! Recently my lenses seem to be peeling or look as if they have something going on around the edges and center. Is there anyway I can get this fixed through WhereLight. I've had these glasses for roughly 6 months now. It is starting to become an issue with my everyday wear. Thank you WhereLight team.
A: Dear Nathalie Sanjuan, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?
kriskoala     Time: 2026-08-27 05:48
Q: How do I change my password?
A: Dear kriskoala, We have emailed you new password, you can check it later.
Brwneyedgal    Time: 2026-08-27 05:04
Q: RE: Order 80826131112178 I paid for shipping that was supposed to have my glasses to me in 5-9 days (I'm assuming business days). Order was placed on Aug 13th & according to the tracking number, they haven't even arrived in Canada yet. I realise there is not anything that can be done to get them to me faster at this point, so I'd prefer it if I could be refunded the amount that I paid for the faster shipping. I'd appreciate if someone could look into this and get back to me Thank you
A: Dear Brwneyedgal, We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. And the shipping time of advanced shipping is 7-14 business days. Please don\'t worry, w​e would like to tell you that your package is still in transit, you will receive it soon. You can check the shipping status at https://www.canadapost-postescanada.ca/track-reperage/en/details/7321315931686599
Chelsea Korka    Time: 2026-08-26 15:17
Q: Hello, I was curious to know if there are any updates on my order #20826091438351. I have been checking daily and there has been no update since the 11th and I was hoping to have my order before the end of this month. I would truly appreciate any updates. Thank You Kindly, C. Korka
A: Dear Chelsea Korka, We are so sorry for the delay. We are sorry to tell you that the frame#Twin is out of stock temporarily, so your order is delayed,we will ship your order out asap when it comes back.
shawthefamily The Shaw    Time: 2026-08-26 13:20
Q: DHL, the delivery company says that my parcel is delivered. I am visually impaired and can’t get a hold of them in the mandarin which ones supposed to the parcel was not delivered.
A: Dear Angela Shaw, About order#80726311014051, we have checked the tracking information and it shows that your package has been delivered to your community mailbox, parcel locker or apt./condo mailbox,Innisfail, AB Do you check the mailbox ? You can check the shipping status at https://www.canadapost-postescanada.ca/track-reperage/en/details/7321315928266537
msedmunds     Time: 2026-08-26 10:11
Q: Just wanted to ask how long is the process and how long is economy shipping typically
A: Dear msedmunds, We would like to tell you that we will ship your order out next week. The shipping time is 14-18 business days.
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