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 5

Consulting Servive Center

Priscilla BerlangaPatton    Time: 2025-11-26 06:25
Q: Hello, Is it possible for me to have lenses remade? The left lens of my glasses are wrong.
A: Dear Priscilla, We are sorry to hear that, would you please tell us which pair has problem ?
Rhoda Jones    Time: 2025-11-26 06:11
Q: Hello I sent a message about the Yvonne frames and your answer does not answer my question. It states that it can process prescription from 62 PD mine is 64 so why isn’t it allowing me to process. Also I already have it in my cart with another color but now it wouldn’t allow to process another pair, why?
A: Dear Rhoda Jones, sorry for this, please ignore that recommend PD value, the smallest PD that # Yvonne can make is 68.
alexandraanomaly     Time: 2025-11-26 05:18
Q: my glasses have not arrived, I put in my prescription properly, you are holding my money and not refunding me and you are not mailing them to me. I will be contacting my lawyer about this site. this just seems like a scam
A: Dear Anomaly, We need to confirm the prescription with you since your sph value of right eye is positive. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We sent many emails to you, but you don\'t reply us, if you can receive this email, please contact with us asap.
Rhoda Jones    Time: 2025-11-25 18:54
Q: Hello I want to use frame name YVONNE the system is not allowing me to use this frame saying my PD which is 64 is too small. The frame starts is PD at 62 so not sure why it is now not allowing me to use the frame. Why is this happening ?
A: Dear Rhoda Jones, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses.
Kathleen McCleave    Time: 2025-11-25 18:48
Q: Your sizing confuses me. In the Help guide, you list Small as under 135 mm, but when choosing the size to shop, Small is listed as 120 - 129 mm. In the Help guide, you list Medium as 136 - 140 mm, but when choosing size to shop, Med. is listed as 130 - 139. My current glasses are 135 mm so it falls right in the middle. Which size is really the same as my current glasses?
A: Dear Kathleen McCleave, We are sorry to tell you that the size of our frame is decided by the Frame Width. You can check the frame in this link: https://www.wherelight.com/eyeglasses?size=110135309010601030120150&gooodsSort=1
Kenneth linklater    Time: 2025-11-25 18:05
Q: I messaged many days ago and still no response even though I was promised a reply in two days or I would receive 20% compensation. Who is going to help me?
A: Dear Kenneth Linklater, We are sorry to hear that, please don’t worry. We will try our best to help you. 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?
wensdaay    Time: 2025-11-25 14:14
Q: If I already purchased frames, can I purchase just the lenses?
A: Dear customer, We are sorry to tell you that we don\'t sell lenses separately.
heidi overy    Time: 2025-11-25 13:46
Q: my glasses broke and i reordered the same pair but they shipped my glasses to the wrong location across the state and i can’t reorder them because they’re out of stock. i need my glasses my vision is so bad without them
A: Dear Heidi Overy, We are sorry to hear that, would you please double check the address you filled in order ? Is it correct ? 1305 13th Ln,Palm Beach Gardens,FL,33418,US
Nancast98    Time: 2025-11-25 13:13
Q: I have a pair of glasses that I just purchased. I absolutely LOVE them, but the prescription lens feels a bit off. I tried wearing them for about 30 minutes but could only focus on the mid to far areas, whereas I couldn't see well at all with the near portion of the lens (I ordered progressive lenses). Can you try to retool them? The others I had on my order were perfect!
A: Dear Nancy Gifford, We are sorry to hear that, but would you please tell us which pair has problem first ?
Kenneth linklater    Time: 2025-11-25 11:36
Q: I have sent information to service center about my glasses many days ago but no one responded. Can I return the glasses?
A: Dear Kenneth Linklater, We are sorry to hear that, please don’t worry. We will try our best to help you. 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?
Joanne Patton    Time: 2025-11-25 10:07
Q: I am ready to check-out however the check-out button is not available. I can see my subtotal however the screen does not give me the option to check-out. How do I check out? walk me through how I get to the check - out screen, Text me and let me know 816 898-7850
A: Dear Joanne Patton, We are sorry to hear that,would you please take a screenshot to show us the problem in details ?
Joanne Patton    Time: 2025-11-25 10:02
Q: How do I get past the coupon button and get to the check out button.... Im not interested in purchasing additional pairs of glasses... I have made my selection and I am ready to check out but there is no check out button...... How do I get to the check out button.??
A: Dear Joanne Patton, We are sorry to hear that,would you please take a screenshot to show us the problem in details ?
Joanne Patton    Time: 2025-11-25 09:55
Q: I am trying to check out and pay however the CHECK OUT BUTTON is no where to be found on the screen.....all I continue to see is Coupon buttons.......
A: Dear Joanne Patton, We are sorry to hear that,would you please take a screenshot to show us the problem in details ?
Carla Barringer    Time: 2025-11-25 07:10
Q: I have a very extensive eye prescription -6.50 as d -7 00 can you fill that? Stigmatism in both eyes
A: Dear Carla Barringer, 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?
Kathleenk McCleave    Time: 2025-11-24 20:46
Q: I have a typo in my name and I can't edit it. There is no "k" at the end of Kathleen.
A: Dear Kathleen McCleave, Ok, we\'ve corrected it in your account.
Beverly Lewis    Time: 2025-11-24 19:27
Q: Order #21125081355580: In this order which was buy one get one free, I purchased the Product: Luxe (56048) Yellow Large. I am asking if I have any recourse to return these glasses for another pair of equal value in the amount of $79.95. The issue was due to me incorrectly selecting a frame that were NOT Extra Large, but Large. Please advise what my option is in this case. I am willing to ship back, of course, at my own added expense. Thank you.
A: Dear Beverly Lewis, We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $45 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 and other promo code can not be used in one order at the same time.
Elizabeth Schairer    Time: 2025-11-24 19:18
Q: I received a pair of glasses in my order that were the correct frames but the wrong color. Would it be possible to get a replacement pair sent in the green color I ordered? I received brown. Please let me know what is possible.Thanks for your help.
A: Dear Elizabeth Schairer, 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?
Shana Alexander    Time: 2025-11-24 14:06
Q: I want a refund …. This sight is hard to use
A: Dear Shana Alexander, 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?
Aah Sajays    Time: 2025-11-24 12:13
Q: 81125111901563 How do I return order ??
A: Dear Sharmon Ewing, We are sorry to hear that, would you please tell us which pairs you want to return ?
Cindy Berrios     Time: 2025-11-24 11:48
Q: Hello I need this Order to be Cancel. I try to Cancel but Can’t. I made two payments at the same time. 81125232019487 This is the Order Number. Thank you.
A: Dear Cindy Berrios, Ok, we will cancel order#81125232019487 and refund you money.
charlottesv912     Time: 2025-11-24 10:57
Q: Do you offer insurance reimbursement for vsp?
A: Dear customer, You can try to use your card to pay the order first. If it works, it means that you can use your card on our website.
Shana Alexander    Time: 2025-11-24 10:22
Q: I am needed to return my glasses because they are too big. I am not understanding how to return them and I am very frustrated. Can you please help me?
A: Dear Shana Alexander, 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?
Michelle Quick    Time: 2025-11-24 09:39
Q: I am trying to submit my order to my benefits for reimbursement, would you please be able to email me a receipt with an address for my insurance company please?
A: Dear Michelle Quick, we would like to tell you that we\'ve emailed you it.
Shana Alexander    Time: 2025-11-24 09:35
Q: I want to return my glasses. They are too big and I am having trouble with the web site. It is not user friendly
A: Dear Shana Alexander, 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?
Christine Moreno    Time: 2025-11-24 08:20
Q: Hi my last order i didnt complete it and I had a $100 coupon. Can u send me 78211 new code for the coupon and I'll just redo my whole oderer. U can look at my closed tic and it's there. Any way u can re open it? So I can complete it
A: Dear Christine Moreno, we would like to tell you that we have emailed you a new code.
mljsk5     Time: 2025-11-24 07:47
Q: Why doesn't this code work? You guys send me codes all the time, and not a single one of them work. I have 6 prs of glasses in my cart, ready to pull the trigger, but none of the codes you send me work. Ever. The codes on FB dont' work, either. I get an error message that says, "There are no goods eligible for this discount." Please stop. If your codes don't work, this means it's just click bait And that's just sad. If I had a true 40% off my cart, I would check out today.
A: Dear customer, Would you please take a screenshot of your shopping bag to show us problem in details ?
Melissa Rozetar     Time: 2025-11-24 04:45
Q: I was looking at my points.I had eight hundred to use, and I clicked on redeem for 2 different pair. But I did not select my lens type.I do not see them in my cart.And I don't know how to complete my redemption. Please help me now.I only have forty points.And I don't know why.Because I really didn't use anything yet.
A: Dear Melissa Rozetar, We would like to tell you that you can find them in points mall \"My Redemption\"
elyzarodgers31     Time: 2025-11-23 14:39
Q: Hello! My glasses that I got in my last order are supposed to be scratch resistant and my lenses are already completely scratched
A: Dear customer, 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?
ladyann569     Time: 2025-11-23 11:49
Q: man: tr902266 brown. Blaze
A: Dear customer, We are sorry for this, concerning your case, you can choose a new frame and we can make the eyeglasses for you for free. Would you please tell us whether you can accept it ? If you can accept it, please tell us the frame’s name and color.
Rebecca Ray    Time: 2025-11-23 10:17
Q: Hello! Could I get a receipt for Order #20825292144362 to submit to my insurance? Thank you!
A: Dear Rebecca Ray, we would like to tell you that we\'ve emailed you it.
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If you have any questions about our products and service, please leave a message. Our customer service members will answer your questions as soon as possible. Before you ask the questions, we suggest you make sure your email address is correct. Our customer service staffs are very happy to answer every question you will ask no matter what kinds of complaints and suggestions you give for we take customers as our gods.
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