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Consulting Servive Center

jer280830     Time: 2025-11-20 08:13
Q: 81025261435503
A: Dear Janice Elias, Thanks for your understanding. We would like to tell you that we have corrected cyl value of left eye from positive to negative. We will process your order immediately.
Scott Anna Marie    Time: 2025-11-20 07:59
Q: Hi there. The shipping address for my glasses was 119 S Main St, Boone, IA 50036. But I can see from tracking on my order my glasses were delivered to Marshalltown IA. Now they are being returned to you, the sender. https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541011741287. Order# 21025271247390 I am so sad.
A: Dear Scott Anna Marie, Please don\'t worry,we\'ve corrected zip code in the order and will redeliver package to you when we receive it.
jer280830     Time: 2025-11-20 07:03
Q: https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:816f13a3-d292-4988-80c6-d2a98155518d
A: Dear Janice Elias, Thanks for your understanding. We would like to tell you that we have corrected cyl value of left eye from positive to negative. We will process your order immediately.
Erin Beckett     Time: 2025-11-20 05:33
Q: Hello!Hello !I went to my optometrist yesterday because I've been having a hard time with my new glasses. Apparently I gave you the wrong rx, AND I didn't add the astigmatism numbers. I assume there's nothing I can do as it was my big, dumb mistake. But I wanted to check in anyway.Sincerely,Idiot Erin Beckett Order# 81025191340278
A: Dear Erin Beckett, 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 correct original prescription with PD and attach it in the email so that we can check it for you first?
Unamba Amaka    Time: 2025-11-19 18:21
Q: I am trying to submit my subscription. The website does not allow me to upload prescription. And for the Add value, I have no add value but the page insists I enter an Add Value. These are my prescription values. Right =Sphere: -0.5. , Cylinder ( it says Sphere, so I am guessing it means the same value -0.5. Dist VA 20/20. Add:0 Left = Sphere : -0.5, Cylinder (it says Sphere, so I am guessing it means the same value -0.5), Dist VA 20/20. Add: 0.0
A: Dear Uzoamaka Unamba, We would like to tell you that Sphere in cyl values means zero. And you filled zero in your order. They are correct.
lyndblk     Time: 2025-11-19 17:54
Q: My last 2 pair of glasses lens are clear and I ordered both pairs with light gray tint. I want just the correct light gray tint sent to me instead of me sending back both frames and lens.
A: Dear Lynda Blake, We are sorry to hear that,would you please put the eyeglasses on white paper and take a photo of it ?
Munir Sannya    Time: 2025-11-19 16:18
Q: I paid to get fast delivery but have not gotten my order yet. Here is the order number: 21125020912288. Please let me know when I can expect it.
A: Dear Munir Sannya, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.
Lee Miller    Time: 2025-11-19 10:00
Q: Trying to order bifocals that are Plano on bottom- distance on top, clear/no correction, plano on bottom. Can you please assist me?
A: Dear Lee Miller, 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?
debrakamyszek     Time: 2025-11-19 00:40
Q: Hi! I'm trying to purchase two pair of the Charlotte frames. I'm unable to get the the check-out. Can you please help me? Thank you! Debra
A: Dear customer, We are sorry to hear that, would you please take a screenshot to show us the problem in details ?
Julie C Rodriguez    Time: 2025-11-18 14:16
Q: Order Number: 81125151007555 Good afternoon. just wanted to check the status of my order.
A: Dear Julie C Rodriguez, We would like to tell you that we will ship your order out this week.
jer280830     Time: 2025-11-18 11:37
Q: 81025261435503
A: Dear Janice Elias, We need to confirm the prescription with you since your sph values and cyl value of left eye are 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.
Rebecca Haggard    Time: 2025-11-18 08:09
Q: I do not have the time to continue to go back and forth with you, I had to get glasses from another vision store as I need my glasses. I just want to return the glasses for a refund. I thought you had a 30 day return, refund policy but I see that I must be wrong. I will not be using your company again.
A: Dear Rebecca Haggard, We would like to tell you that we can refund you money, but we need to check the photo of your original prescription first.
zahira fontanez    Time: 2025-11-18 04:58
Q: I have 6 pairs of glasses in my cart and the system isn't redirecting me to the other page to complete the payment.
A: Dear Zahira Fontanez, We are sorry to hear that,but would you please take a video to show us the problem in details ?
Kapri1sierra     Time: 2025-11-18 02:12
Q: Hello can I get an actual receipt from my last order. One that shows the last 4 of the card I used to purchase my order
A: Dear Sierra Grable, We would like to tell you that we have emailed you the receipt. You can check it later.
Mcgruder Rabin    Time: 2025-11-17 22:27
Q: I just sent an email concerning my purchases but I entered my email incorrectly stating that both eyeglasses was blurry and I didnt like the the style of either glasses. I'm willing to send frames back if i can reorder different frames. Here is my order number 9200190279541012222938
A: Dear Mcgruder Rabin, 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 ?
Mcgruder Rabin    Time: 2025-11-17 22:22
Q: Hello. I just received my order over the weekend and I'm not pleased with my purchase. Both glasses are blurry and I dont like the style of either glasses. Can I return both pair and re order different frames Thanks for your attention to this email
A: Dear Mcgruder Rabin, 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 ?
Alburez Rolando    Time: 2025-11-17 19:32
Q: I’ve been told that my package would be delivered in 7 to 15 business days but 17 days have already pass By I haven’t received my package or gotten any update on my package I was hoping to get an update and a approximate day they may arrive
A: Dear Alburez Rolando, We need to confirm the prescription with you since your cyl values are 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 reply us asap.
Cassi Grier    Time: 2025-11-17 17:29
Q: Hello I got my order and I love the glasses but I am getting really dizzy when I wear them
A: Dear Cassi Grier, We are sorry to hear that,would you please tell us which pair has problems ?
anrew39 Andrew    Time: 2025-11-17 13:38
Q: Hello, two of my chains didn't arrive with my order. The chunky rainbow chain and the blue chain. Thank you
A: Dear Andrew, We are sorry to hear that, would you please take a photo of all the things you received from us and send it to us ?
SHILPA     Time: 2025-11-17 13:32
Q: I am in Canada and trying to place an order with my US dollar visa , but system dos not accept the card. pl call me on 647-801-9991 to process the payment. Shilpa
A: Dear SHILPA, Do you log in your account and try to pay that order again ?
Katie    Time: 2025-11-17 12:11
Q: Hello. I am having problems entering my script. It is asking for Axis. Only one of my eyes has, which is OD 080 and OS doesn't have a value. The box where I am supposed to put it is greyed out, meaning I can't add anything. Please help.
A: Dear Katie, 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?
Rebecca Haggard    Time: 2025-11-17 08:03
Q: Both pair I cannot see the computer.
A: Dear Rebecca Haggard, 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?
Misty Butts    Time: 2025-11-17 05:21
Q: i got notification 3 days ago that my glasses shipped, but there is no tracking. it says the package hasn't been pickup up. please advise when my glasses will go out? Thank you
A: Dear Misty Butts, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.
Christina Atkinson     Time: 2025-11-16 19:11
Q: Ordered 8 pairs of glasses from you and received them last week. I love all the pairs, but one pair didn’t have prescription lenses on them. Please advise what to do.
A: Dear Christina Atkinson, We have checked your order,we are sorry to tell you that you chose “frame only” for glasses#Rafe 87289 red,concerning your case, we can offer you a $30 coupon . 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.
Maeve M    Time: 2025-11-16 15:48
Q: Hello. I have sent several messages regarding the return of several pairs of glasses and the exchange of a broken pair I received. I have not heard back, and I want to ensure that I will not be told I missed the return window. Please let me know how to proceed. Thanks.
A: Dear Maeve Morelli, About broken glasses, would you please take a photo of the broken glasses to show us the problem first ? And you can send us the photo to our email address: service@mail-wherelight.com
thestewarts85     Time: 2025-11-16 15:26
Q: 81125071751034. I am unable to get updated tracking infirmation in 5bis order. Are you able to give me an approximate delivery date please?thank you
A: Dear customer, Please don\'t worry, the tracking information will be updated soon.
anarutha1985     Time: 2025-11-16 12:42
Q: I got a tracking number but the tracking hasn’t updated since the 12 of November
A: Dear customer, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.
JESSICA Sweiger    Time: 2025-11-16 10:45
Q: I have my cart full and it won’t let me place an order?
A: Dear JESSICA Sweiger, We are sorry to hear that, would you please take a screenshot to show us problem in details ?
Ms. C. Wms    Time: 2025-11-16 09:39
Q: Good day, I hope all is well. I ordered two pair of from you recently. However, when one pair has cracked just cracked , never worn , I tried them on and the bottom rim cracked. The right size was purchased. I think the frame was defective. Now I can't login into my account. The forgot my password process doesn't work or sending a email to the service for assistance. Please help me with both problems.
A: Dear Ms. C. Wms, 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?
richheather594 Heather    Time: 2025-11-16 06:48
Q: My order # is 81125140818304. My name is Heather Rich. The pd is wrong in my order for the Keagan glasses. It should be 57, not 60. Can you please assist me with this issue?
A: Dear Heather Rich, We would like to tell you that we have changed PD
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