Consulting Servive Center|WhereLight

Dee Whiting Time: 2026-06-16 21:56

Q: Dear WhereLight I received my glasses order today and am unable to see out of 2 pairs at all and to see out of the third pair I have to tilt my head. All frames are bent. I have sent pictures including my script, my original black framed glasses and the glasses I received today. I am so upset, as I ordered the most expensive lenses I didn’t think there would be any problems. Also the orange pair oldwin when I tried them on jagged my hair in the gap at the tips of the arms and pulled my hair out. The packaging was straight and in tact so I don’t think the glasses were damaged in transit. Please help ???????? Dee

A: Dear Dee, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. Have you worn progressive lens before ? 2. Is this the first time you use this prescription ? 3. And would you please tell us when your eyes focus on the distance range of the lense and look far away, can you see something far away from you clearly? 4. And would you please tell us when your eyes focus on the near range of the lenses and reading, can you see something at a close distance clearly? 5.Would you please put on your glasses, adjust the position of your glasses on your face to see if you can find a position where your eyes can see somthing clearly ? 6.Would you please tell us which pair you have to tilt your head ?

Cassandra Chavez Time: 2026-06-16 16:54

Q: My glasses arrived broken, I am requesting a replacement or refund.

A: Dear Cassandra Chavez, 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?

Alexis Herrera Time: 2026-06-16 16:08

Q: I paid extra for photochromatic lenses on my clear frames and they are not photochormatic. I want a refund or a new pair of glasses. I needed that feature as a medical necessity and i cant use my glasses now.

A: Dear Alexis Herrera, We are sorry to hear that,would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a photo of it ? Or would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a video of it ? Please don\'t put them in the car or put them at home. If the window of your car or window of home has UV protection film, the glasses will not change the color.

Veruskha Perez Time: 2026-06-16 15:41

Q: Hi! I just placed an order and I would like to know if I can change the PD in one of the glasses

A: Dear Veruskha Pérez, We would like to tell you that we have corrected it for you.

Leslie Sanchez Time: 2026-06-16 15:00

Q: Hello, Order #80626071038427 was returned to you by USPS due to an incorrect ZIP code on the shipment. The correct ZIP code is 33523. Could you please assist with reshipping the package once it is returned to your facility? Thank you.

A: Dear customer, We are sorry to hear that, do you contact your local USPS ? We would like to tell you that we have corrected zip code in your order and we will redeliver package to you when we receive it.

dbcherry Time: 2026-06-16 11:24

Q: Would u get back to me please??

A: Dear customer, Thank you. But we are sorry to tell you that the glasses#Coates 3102 brown are completed, we can change Rx for you, but we need to charge you processing fee $9.92, would you please tell us whether you can accept it ?

Annette Anderson Time: 2026-06-16 11:10

Q: There was a mix up I did not order #81909021044064 - (2083 tortoiseshell) - appears the system ordered them from a while ago. the account I ordered was in Annette Anderson not Annette Lassiter (I DO NOT WANT THESE GLASSES) optical measurement. I ordered 20626161034490 #87300 black glasses (these are the correct glasses) $98.43 but I paid $53.60 which was for wrong glasses. Please correct this error and i will pay the amount owed. Thanks

A: Dear Annette Lassiter, We are so sorry to tell you that the frame #Hardy 2083 tortoiseshell color in your order is discontinued. We will cancel your order#81909021054064 and will refund you money of this order. For order#20626161034490, it is still in processing.

Carolyn Ross Time: 2026-06-16 10:50

Q: Hi, someone posted a photo of your glasses on Facebook. I am interested for a friend and would like to know if the color way is still available. They are exaggerated Cat Eye frames with a white background and blue pagodas, trees and birds print. There is some text on the photo as well which reads, "Porcelain". Don't know if this is the name of the style or irrelevant. Pls let me know if these are available for purchase and any additional info I may need. Thanks, Carolyn Ross

A: Dear Carolyn Ross, You can find it here: https://www.wherelight.com/eyeglasses/frames/cateye--eyeglasses-5409.html

haleyballinger86 Time: 2026-06-16 10:30

Q: Where is my glasses!? It still say processing! It should be shipped by now!?

A: Dear Haley Ballinger , We are sorry for delay, We are sorry to tell you that the rimless glasses#Asymmetry are complex in techniques, so it will cost more time than the normal glasses. We will rush the order for you.

haleyballinger86 Time: 2026-06-16 10:27

Q: Where is my glasses at?

A: Dear Haley Ballinger , We are sorry for delay, We are sorry to tell you that the rimless glasses#Asymmetry are complex in techniques, so it will cost more time than the normal glasses. We will rush the order for you.

Bragg Leslie Time: 2026-06-16 08:30

Q: My mom is trying to buy my glasses and I can’t change my shipping address or billing. I believe that is why the payment is not going through can you confirm and lmk so I can order new glasses because I’m so frustrated I’m about to go to another site.

A: Dear Bragg Leslie, Would you please tell us your correct address ?

welchkinland Time: 2026-06-16 07:54

Q: I need a detailed invoice to turn into insurance please. I will need a breakdown on the invoice. Thank You!!!

A: Dear Teresa Welch, We would like to tell you that we have emailed you the receipt.

Janna Teague Time: 2026-06-15 22:39

Q: My order number 80526311059263 was shipped out on the 12th but there's been no update to the tracking and the post office says they haven't received it yet.

A: Dear Janna Teague, 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.

Ulland Connie Time: 2026-06-15 20:32

Q: I recently purchased the glasses Moana, clear with prescription lenses. I feel they look cheap and plastic. I will never wear them and would like to return. I would take a credit

A: Dear Connie Ulland, 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 $85 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.

Amira Judah Time: 2026-06-15 20:05

Q: I have not received the glasses I ordered as a gift for someone they said they haven’t no received it in the mail, the order 20526141706049 Can they resend out order or double check is order was lost?

A: Dear Amira Judah, Please don\'t worry, we have corrected it for you and will redeliver it to you.

lovliest.brown Time: 2026-06-15 19:42

Q: Hi, the glasses aren't what I was expecting. They were supposed to be a lot larger...

A: Dear Rheannon Baker, 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?

Marta Biddinger Time: 2026-06-15 17:00

Q: I received my glasses but my vision is blurry when looking through the lower portion of the glasses. I can't use them.

A: Dear Marta Biddinger, We are sorry to hear that,would you please tell us order number first ?

Hammack Brandy Time: 2026-06-15 11:52

Q: I tried to check on the tracking status for my glass because on that site it says they’ve been processing the created label. Not that it’s been shipped or when the expected date of delivery. Their system uses phone numbers when you try to verify, and my phone number is the number listed. When will my ass be here and what phone number is a part of my order?

A: Dear Hammack Brandy, We would like to tell you that your package has departed GOFO Regional Hub,Lewisville, TX You will receive it soon.

dbcherry Time: 2026-06-15 07:26

Q: The email is dcherry317@aol.com

A: Dear customer, Thank you. But we are sorry to tell you that the glasses#Coates 3102 brown are completed, we can change Rx for you, but we need to charge you processing fee $9.92, would you please tell us whether you can accept it ?

dbcherry Time: 2026-06-15 07:25

Q: I sent it again. If u aren’t able to make them now, please refund my money

A: Dear customer, Thank you. But we are sorry to tell you that the glasses#Coates 3102 brown are completed, we can change Rx for you, but we need to charge you processing fee $9.92, would you please tell us whether you can accept it ?

Ryan Mahoney Time: 2026-06-15 04:56

Q: I received my glasses. One pair seems that the prescription may be off. The right eye lens seems incorrect and I feel like I have to strain to see or read things on a computer screen. The other pair I received are fine. It is the Vivid style purchased in this order: Order# 20626030638181. Is there a way they can be corrected or re-manufactured?

A: Dear Ryan Mahoney, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. And would you please tell us when your eyes focus on the distance range of the lense and look far away, can you see something far away from you clearly? 2. And would you please tell us when your eyes focus on the near range of the lenses and reading, can you see something at a close distance clearly? 3.Would you please put on your glasses, adjust the position of your glasses on your face to see if you can find a position where your eyes can see somthing clearly ?

Gabe Delcastillo Time: 2026-06-15 03:34

Q: Hello i accidentally ordered a pair of glasses without checking the size and I have a massive skull. I wish to cancel it so I can get a pair that actually fits The order number is #80626150216176 Please help

A: Dear Gabe Delcastillo, We are sorry to hear that,would you please tell us which new frame you want ?

Stephany Nolan Time: 2026-06-14 14:43

Q: Good day- I recently received my new glasses, but unfortunately, the new prescription is making my eyes hurt. I would like to know if it is possible to return these frames to have my previous prescription put into them instead. Could you please let me know how to proceed with this request and what options or costs might be involved? Thank you for your help, Stephany Nolan

A: Dear Stephany Nolan, We are sorry to hear that,would you please tell us which pair has problems ?

Maxwell Wynona Time: 2026-06-14 14:05

Q: 80625111608509 This is the order for my husband’s sunglasses that are blurry and even the progressive is wrong. I would like to return them.

A: Dear Maxwell Wynona, 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?

Maxwell Wynona Time: 2026-06-14 13:57

Q: The sunglasses I purchased for my husband the prescription doesn’t work. They are very blurry if the reading part of the is not clear.

A: Dear Maxwell Wynona, 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?

haleyballinger86 Time: 2026-06-14 05:17

Q: My glasses has been processing! I need my glasses. It said isn’t been shipped at all. What is goon?

A: Dear Haley Ballinger , We are sorry for delay, We are sorry to tell you that the rimless glasses#Asymmetry are complex in techniques, so it will cost more time than the normal glasses. We will rush the order for you.

susanhillgren Time: 2026-06-13 13:00

Q: I ordered about 10 pair of readers and 2 had the wrong magnification. can you send the correct ones?

A: Dear Susan Hillgren, We are sorry to hear that,would you please tell us correct strength ?

A Foley Time: 2026-06-13 12:33

Q: The website says shipped out on the 19th and I still have not received anything. I think my package is stuck and would like a refund.

A: Dear Allison Foley, We are sorry to tell you that your package might be lost, concerning your case, we can remake order for you. Would you please tell us whether you can accept it ?

Wamley Teri Time: 2026-06-13 12:03

Q: Hello, for the pink glasses I ordered there is something wrong with the lenses. When I look out of them something is not quite right. Do you accept returns? I do want to say the black ones are perfect, however!

A: Dear Wamley Teri, Please don\'t worry. We can remake the glasses for you. But we need to find the reason at first. Would you please wear the good eyeglasses and take a photo of it ? And would you please wear the uncomfortable eyeglasses and take photos of them ?

stephanie.perez213 Time: 2026-06-13 10:39

Q: Order 80626070916307 hasn't started processing yet. Id like to cancel and get a refund.

A: Dear Stephanie, Would you please tell us the reason why you want to cancel it ?

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