Q: I bought 3 pairs: 1 distance, 1 readers and 1 progressive. Unfortunately I got 2 readers and 1 progressive. The packaging was labeled correctly but the lenses are incorrect
A: Dear Crystal Ramirez,
We sincerely apologize for the inconvenience and confusion caused by the reading glasses in your order #80726072130050.
To clarify our standard production policy: our manufacturing team fabricates all lenses strictly based on the exact prescription values and pupillary distance (PD) you submit at checkout. We do not automatically convert the prescription or adjust the PD based on the lens type (distance, reading, or progressive) you select.
Prescription Conversion Explanation
The prescription you provided is a progressive prescription, which contains both a base distance power and a near ADD (addition) value of +1.25.
In standard optical practice, to manufacture proper single-vision reading glasses, the ADD value must be added to the distance sphere power to calculate the complete near-vision prescription. Since we produced your reading lenses exactly to the submitted base distance prescription without this conversion, the lenses only carry distance vision power — this is why they perform the same as your distance glasses when worn.
For your reference, the correctly converted prescription for single-vision reading glasses is:
Right Eye (OD): SPH +1.25, CYL -1.25, Axis 80
Left Eye (OS): SPH +1.25, CYL -0.75, Axis 67
PD Conversion Explanation
The same logic applies to pupillary distance. The PD you submitted (30.5mm per eye, 61mm total) is a distance PD, calibrated for far-distance viewing.
When your eyes focus on close-up objects like reading material, they naturally converge inward. For the clearest and most comfortable near vision, lenses should be aligned to a dedicated near PD, which is typically 3mm narrower in total than the distance PD. As we use your submitted distance PD directly without automatic adjustment for reading lenses, this also contributes to the suboptimal experience with your reading pair.
For reference, the standard near PD matching your reading prescription would be approximately 58mm total (29mm per eye).
To make up for the confusion and inconvenience this has caused, we would like to offer you a $50 store coupon as a gesture of goodwill. Would this be an acceptable resolution for you?
Please note that this coupon cannot be used together with other promo codes on the same order.
We apologize again for this misunderstanding. Please let us know your thoughts, and we will follow up with you promptly.
