Consulting Servive Center

Genesis Israel Time: 2024-10-25 15:55

Q: 81024010728063 This package has been in NY for 13 days. Is there a way to claim as lost on your end and just re-send this. It has been moving in the same facility since OCT 12. Oct is almost over and no package.

A: Dear Genesis Israel,Your package is moving within the USPS network and is on track to be delivered to its final destination. It is currently in transit to the next facility. You will receive it soon.

marimer57 Time: 2024-10-24 15:02

Q: I ordered my glasses on Oct.1. I made a mistake with my PD. and I know this is important to my vision. My PD is 61.5. My right eye is 31.0 and my left eye is 30.5. I will really appreciate if you can do this to my lenses before the shipment .Thanks. Please let me know on my e-mail.

A: Dear Maria M Rios, We are so sorry to tell you that the frame#95787 is discontinued. Would you please choose a different frame on our website ? The price of the frame#95787 is $21.95, you can go to choose a frame which the price is around $25, we will not charge you the price difference. Then please tell us the frame name and color. We will change it for you.

Lisa Wood Time: 2024-10-22 11:58

Q: Order: 80924291429129 Why is this stuck in processing?

A: Dear Lisa Wood, We need to confirm the PD value since they are different. Would you please tell us which one is your correct PD value, 72 or 62 ? Most adults have a PD between 54 - 74 mm. The PD is very important to your vision. We need to make the lenses according to your PD. If you don\'t know your PD, You have rights to contact your doctor/optometrist to get your accurate PD value, or you can download this APP to measure it: https://www.glassifyme.com/pd-meter-app/ .

Genesis Israel Time: 2024-10-21 05:47

Q: Hello my package has not arrived. USPS has no tracking information when I search the number 9400 1169 0236 8877 5612.

A: Dear Genesis Israel, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9400116902368877561212 Your item arrived at the USPS facility in METRO NY DISTRIBUTION CENTER on October 21, 2024 at 11:07 pm. The item is currently in transit to the destination.

Arlinda Keaton Time: 2024-10-16 13:27

Q: I would like a refund. I did not know of this until now. Please forward my funds back to Klarna.

A: Dear Keaton Arlinda, sorry, do you mean that you want to cancel the whole order ?

Keaton Arlinda Time: 2024-10-15 16:26

Q: I ordered 2 pairs of glasses on September 21. 2024. Two payments have been made through Klarna and the 3rd will be paid in 4 days. I have not received anything indicating the glasses have been shipped. I don’t have any email from you regarding this purchase. I don’t have an order number, but I have a reference number from Klarna: 80924211601120. Please inform me when the glasses will be sent.

A: Dear Keaton Arlinda, We are sorry to tell you that we can not make the frame#1999 with your lenses. Would you please choose a new frame ?

Eunice Torres Time: 2024-10-14 19:58

Q: I have not received my glasses I need the redelivered

A: Dear Eunice Torres, We are sorry to tell you that your local DHL office delivered your package unsuccessfully for many times. Would you please contact your local DHL office as soon as possible ? Their phone number is 18002255345 You can check the shipping status at https://www.dhl.com/en/express/tracking.html?AWB=5665493223&brand=DHL

carter berry Time: 2024-10-14 07:40

Q: I've reached out via email twice and two more times on the site and haven't heard back. I placed a big order and the address is wrong. I got an email that it's being processed and I can not change the address on here myself. can someone please contact me so I can fix this before it ships. I ordered some a few months ago and the same thing happened and I was out of $120 because no one ever got back to me then. I deleted the address from my account and it still keeps shipping there instead of my current address.

A: Dear Carter Berry, Would you please tell us your correct address ?

Gina Mathews Time: 2024-10-05 21:08

Q: Where are my glasses. I have not received them. Can I be refunded for the cost?

A: Dear Gina Mathews, We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? And we sent many emails to you, but you don\'t rely us, please contact us as soon as possible.

Teresa Wendorff Time: 2024-10-04 14:28

Q: It is already a month and four days and my order still has not shipped. I guess it isn't going to ever get here so I am notifying PayPal that I have asked for my money back. You have known about the change per the message I sent you on September 4th. that told you I paid the extra five dollars for the change to the single vision lenses. Somebody there did not read the message. I replied again September 24. It's October 4th and the order still is in processing. I don't want to wait another day.

A: Dear Teresa Wendorff, we would like to tell you that we have shipped your order out. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9400116902368877568778

Teresa Wendorff Time: 2024-09-25 15:49

Q: I have sent several emails to you asking what has happened to my order and telling you to go ahead with the single vision on the one pair. If you actually read the message on 9/04 it tells you I ordered the Natalia frame with the single vision red mirror lens. I was asking at the same time if you had the extra $5 for doing that. Anyway, the order appeared to be correct when I looked at it and the question is did you go ahead with it?

A: Dear Teresa Wendorff, we would like to tell you that your order is being processed now.

Teresa Wendorff Time: 2024-09-24 13:53

Q: I sent an additional $5 through PayPal and messages about changing the white frame to single vision with flame red mirror. The green glasses with the progressive lens did not need to be changed so there are 2 pair in my order and now I am wondering what happened to Order #20824302119386

A: Dear Teresa Wendorff,we are sorry to tell you that we sent many emails to you, but you don\'t reply us, if you can accept single vision with Flame Red Mirror, we will continue to process your order.

MILAGROS BARBOSA Time: 2024-09-17 11:53

Q: 80924101513549 thats my order number. I just want to know when I am going to receive my order. Its been a week already and its not shipped yet.

A: Dear MILAGROS BARBOSA, We find that there are add values in your original prescription. Are you sure that you want single vision distance glasses ?We sent many emails to you, but you don\'t reply us. Please contact us as soon as possible.

Teresa Wendorff Time: 2024-09-04 16:23

Q: I ordered 2 pair of glasses, one with Karla frame and progressive lens and the other with Natalia frame with single vision red mirror lenses. I paid an extra $5 for the change to the red lenses for that pair via pay pal and sent copy to you. I just need to know if everything has been entered including the extra little payment.

A: Dear Teresa Wendorff, We are sorry to tell you that we can not make progressive with a red tint and mirror. Or could we make single vision with Flame Red Mirror ?

Randy Bernard Time: 2024-09-03 10:59

Q: I would like an update on my glasses please

A: Dear Randy Bernard, We find that there are add values in your original prescription. Are you sure that you want single vision distance glasses ?

Randy Bernard Time: 2024-09-03 10:58

Q: Is any update on my order?

A: Dear Randy Bernard, We find that there are add values in your original prescription. Are you sure that you want single vision distance glasses ?

Kayle Knight Time: 2024-09-02 09:09

Q: 80824071739535 There is a pair missing from the order

A: Dear Kayle Knight, We are so sorry to tell you that the frame#014 is discontinued. Would you please choose a different frame on our website ? The price of the frame#014 is $17.95, you can go to choose a frame which the price is around $20, we will not charge you the price difference. Then please tell us the frame name and color. We will change it for you.

Stacy Meyer Time: 2024-08-31 13:14

Q: Hi I just received my new glasses, they're soooooo freaking adorable. I'm in love with the butterfly ones. Extremely pleased with them. I'll definitely buy from your company again. Amazing prices and lots to choose from.

A: Dear Stacy Meyer,thanks for your support !!!!!!

Maureen Calgie Time: 2024-08-26 13:59

Q: Havent recvd my order did rcv a tracking number can some one please send me an email with the tracking number. I would like to know when we will rcv them I pad for expidited shipping

A: Dear Maureen Calgie, You can check the shipping status at https://www.dhl.com/en/express/tracking.html?AWB=5665067590&brand=DHL

Audrey Whitesides Time: 2024-08-14 08:32

Q: Order # 80824020934327 thank you Phyllis for the photo. That's exactly what I wanted. Looking forward to wearing my new glasses! ????

A: Dear Audrey Whitesides,It is our pleasure to help you.

Dean Webley Time: 2024-08-14 05:15

Q: 80724280846227 The order has been in the factory since 7/29/24. Why the delay? What is the expected ship date?

A: Dear Webley, You sent the email to us and said that your prescription is incorrect. Concerning your case, 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?

Audrey Whitesides Time: 2024-08-10 09:56

Q: Order # 80824020934327 I placed an order and gave you the wrong address and email. So you know I'm legitimate I ordered one black Fawn, one red Fawn, one Hester. I uploaded my prescription when I placed the order. All pairs of glasses are for me and are the same prescription. I communicated yesterday and there was a reply about "Plano glasses" and a #92136. I don't know what those two are. Please ship to PO BOX 811 Santa Cruz, NM 87567. THANK YOU! I'm very concerned I won't receive my glasses!!!

A: Dear Audrey Whitesides, sorry, you didn\'t fill the prescription in the glasses#92136, are you sure about this ?

Audrey Whitesides Time: 2024-08-09 11:44

Q: Thank you for your response. Order #80824020934327 I have no idea what glasses #92136 are nor do I know what Plano glasses are. Please refer to the prescription I uploaded to my order if by chance I left it out on a pair.

A: Dear Audrey Whitesides, sorry, you didn\'t fill the prescription in the glasses#92136, are you sure about this ?

Audrey Whitesides Time: 2024-08-09 11:36

Q: Order # 80824020934327 Just as I placed an order I realized the email, delivery address and phone # were all old and obsolete. This is the third time I've reached out. Please respond. Please send glasses to PO Box 811 Santa Cruz, NM 87567 (505) 780-1590 Audrey Whitesides

A: Dear Audrey Whitesides, sorry, you didn\'t fill the prescription in the glasses#92136, are you sure about this ?

Kamisah McFadden Time: 2024-08-08 17:04

Q: Order number: 80824061852109 . I placed order on Tuesday. After, I realized that all my glasses have the wrong add on. Both add on should be 1.75 not 1.25. Do I need to cancel and reorder or can it be corrected? Thanks

A: Dear Kamisah McFadden, We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Audrey Whitesides Time: 2024-08-08 09:49

Q: Yikes, as I placed my order I saw that my mailing address and phone number were old and obsolete. Please be in touch to reroute and correct address and info. I can send a screenshot of receipt upon request.

A: Dear Audrey Whitesides, We need to confirm the prescription with you, you didn\'t enter your prescription in the glasses#92136, do you want Plano glasses ? Are you sure about this ?

naomie olivier Time: 2024-08-06 09:42

Q: Good afternoon, I sent a copy of my prescription, I have received my order. I'm still awaiting to received a email back on the next steps to receiving my order. Please send me an email ASAP. This is an order that has been paid for. Thanks.

A: Dear Naomie Olivier, Sorry, did you wore progressive lenses before ? Do you confrim the add value with your doctor ?

Sabrina Billings Time: 2024-07-30 23:58

Q: Sent emails about order 80424141852415 was returned. Anticipating you resending the glasses address was correct

A: Dear Sabrina Billings, Do you have the apartment number ?

naomie olivier Time: 2024-07-30 14:15

Q: Hello. I haven't received my glasses yet. I already start making payments on them. How long does it takes to get received them.

A: Dear Naomie Olivier, We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? And we sent many emails to you, but you don\'t reply us, please contact us as soon as possible.

Beth Time: 2024-07-25 14:11

Q: Could you just send the sunglasses that have already been made?

A: Dear Beth, ok, we will ship your original order out.

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