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Consulting Servive Center

Pshaun Jordan     Time: 2025-12-14 16:02
Q: My PD is 33/34
A: Dear Pshaun Jordan, Sorry, do you mean that your correct PD values are right eye 33 and left eye 34 ?
Melissa Backer    Time: 2025-12-14 13:46
Q: I just need my last name updated from Vanderbush to Backer on my account please. Thank you!
A: Dear Melissa Backer, Ok, we have changed it for you.
Teresa Santana    Time: 2025-12-14 08:27
Q: I PLACED ORDER 81225131913416, BUT JUST REALIZED THAT THE PRESCRIPTION IS INCORRECT ON THE THE KEIR GLASSES. IT SHOULD BE THE SAME AS THE 2 OTHER MUTIFOCAL LENSES ON THE ORDER THERE SHOULD BE AN ADD +2 ON THE RIGHT AND AND AN +2 ON THE LEFT. HOW CAN THIS BE CORRECTED. HELP PLEASE!
A: Dear customer, Sorry, do you mean that you want Keir to be progressive lenses ?
Helia Vieira    Time: 2025-12-13 14:19
Q: I have received my latest order and love the glasses but I can’t see through them. I am going to the eye doctor in a week and going to check on the prescription. If it’s wrong can I have them redone with the new prescription. I think that they gave me the wrong prescription.
A: Dear Helia Vieira, 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?
Laura Barker    Time: 2025-12-13 12:10
Q: I bought frames on Nov27th. I received this Dear Customer, Thanks for choosing Wherelight. Your order has been dispatched to process. After it is finished, we will ship it to you as quickly as possible. Keep Being Awesome Your Wherelight Team http://wherelight.com/ wherelight: nly November 27, 2025, 4:33 pm. I have not received anything else and I paid for them. Please help.
A: Dear Laura Barker, We would like to tell you that your package is moving within the USPS network and is on track to be delivered by the expected delivery date. It is currently in transit to the next facility. You will receive it soon.
Collier Holly    Time: 2025-12-13 11:31
Q: I’d like to track my order # 81225091448401. It’s not showing but the money was deducted from my account
A: Dear Collier Holly, Do you log in correct email account: hollycollier1204@gmail.com ?
Gaby DelCristo    Time: 2025-12-13 05:26
Q: Hi is there any way of getting the clear anti-slip nose pads that are included in the box when you order glasses? I tried them on a pair of glasses and I really like them and I want to put them on all my glasses to keep them from slipping and sliding off my face. Please let me know thanks.
A: Dear Gaby, Do you mean that you want anti-slip nose pads as the picture in the email shows ?
Burritt Erica    Time: 2025-12-13 05:25
Q: Following up on order 81225030920022. 2/3 seem to have been completed and no updated progress. Looking forward to enjoying these glasses.
A: Dear Burritt Erica, We would like to tell you that we will ship your order out this week.
Yadley Edmond    Time: 2025-12-13 05:09
Q: The track number of my last purchase is not working and i didnt receive my glasses yet
A: Dear Yadley Edmond, Please don\'t worry, if the tracking information is not updated this Firday, you can contact with us, we will remake order for you.
Brenai Brown    Time: 2025-12-12 10:15
Q: My glasses just arrived in the mail and I am not able to see clearly out of one pair. Maybe the PD is wrong. I get really dizzy when I look into them, and it’s unclear to see
A: Dear Brenai Brown, 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 ?
kudelaemily     Time: 2025-12-12 10:03
Q: For order 80125142120343, the receipt says $115.39, but my FSA card was charged $116.54 which is not reflected on the receipt. My FSA provider is now asking me to pay out of pocket because of this discrepancy. Can this please be corrected?
A: Dear Emily Kudela, Sorry, we only charged you money $115.39. But did the card charge handling fee ?
Nicklaus    Time: 2025-12-12 08:04
Q: Where are you located and where do you ship from?
A: Dear Nicklaus, We would like to tell you that our factory is located in China.
Mindi Brown    Time: 2025-12-12 06:33
Q: my glasses Babb (2848) from order just broke. The metal was cheap and just split and broke. They are my very favorite.
A: Dear Mindi Brown, 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?
Tania Ayala    Time: 2025-12-12 02:21
Q: YES! I want to add Tint. It's color #6 from the sunglasses color bar. Help me Please!
A: Dear Tania Ayala, We can add Light Amber for you, but we need to charge you price difference $23.95, would you please tell us whether you can accept it ?
melindalee083 Melinda    Time: 2025-12-12 01:14
Q: Can you please help me with the status of my order please ????
A: Dear Melinda, We have checked the tracking information and it shows that it has been delivered,do you receive it ?
Marley Cunningham     Time: 2025-12-11 17:22
Q: Your order number: 81225111718449 used $100 promo code. Could not adjust order to $25 range thin index. Can this be added amended into my order please? (With in the coupon quantity amount.) order placed 12/11/2025. Thanks.
A: Dear Marley Cunningham, Ok, we have changed index to High Index Pro 1.61 index.
Christopher Urbano    Time: 2025-12-11 15:10
Q: Is there any way to just buy the lenses ? I bought the frame here and have used the lenses on the frame I just need new lenses
A: Dear Christopher Urbano, We are sorry to tell you that we don\'t sell lenses separately.
Tania Ayala    Time: 2025-12-11 07:10
Q: My order #21225110400577 is with color tint. Please let me know so I can correct it. In the color bar shown is #6. HELP ME PLEASE!
A: Dear Tania Ayala, We are sorry to tell you that you chose no tint in the order, but you chose Bluelight Blocker. Do you mean that you want to add a tint ?
Tania Ayala    Time: 2025-12-11 06:52
Q: I'm writing to inform you that my order #21225110400577 included sunglasses, but I don't see them listed on the order. I'd like to know if you can see that it's sunglasses.
A: Dear Tania Ayala, We are sorry to tell you that you chose no tint in the order, but you chose Bluelight Blocker. Do you mean that you want to add a tint ?
Nicholas Vriniotis    Time: 2025-12-11 05:21
Q: Order# 21125250821088 I still have not received this order. Can you tell me the status?
A: Dear Nicholas Vriniotis, We would like to tell you that your package is moving within the USPS network and is on track to be delivered by the expected delivery date. It is currently in transit to the next facility. You will receive it soon. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541015516553
trinity3    Time: 2025-12-10 20:33
Q: Hi, are your metal frames made of nickel?
A: Dear customer, We would like to tell you that some of our frames are made of nickel.
Chammy    Time: 2025-12-10 18:26
Q: I am trying to make my purchase using funds on a HSA card but my payment is being denied.
A: Dear customer, We are sorry to hear that, but do you contact your card bank ?
Ross Jeanette    Time: 2025-12-10 08:37
Q: I did not receive the glass case I ordered
A: Dear Ross Jeanette, We are sorry to hear that,would you please tell us whether your package was broken when you received it ?
Jane Hartman    Time: 2025-12-10 07:53
Q: My order is still saying processing and I placed it on November 28. Why has it not shipped. I should of done received it
A: Dear Jane Hartman, 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.
jennifer walker    Time: 2025-12-10 06:20
Q: I received my glasses but they are too small for my face. can I exchange them? order 81125230153421
A: Dear Jennifer Walker, We are sorry to hear that,would you please tell us which pair is small ?
jessica80hubbell     Time: 2025-12-10 06:11
Q: Can i recover an order i closed?
A: Dear Jessica Pilbeam, Ok,we\'ve recreated it, you can pay it now.
Frank Lepine    Time: 2025-12-09 21:51
Q: I have not received this order. Where is it?
A: Dear customer, We are sorry to tell you that we don\'t receive your reply after we sent many emails to you. In order to making sure that you will not receive incorrect glasses, we cancelled your order and refunded you the money since we don\'t receive your reply. Thanks for your understanding.
Dana Hensley    Time: 2025-12-09 17:40
Q: If I made my order on 11/29. How long will it take? Today is the 12/9.order 81125290241270
A: Dear Dana Hensley, We are sorry 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.
Felicia Scott     Time: 2025-12-09 17:34
Q: I want to know if my glasses been delivered or are they on the way cause I haven't got any up dates on them my name is felicia scott can yall text me at 7572272434 or email me and let me know something my email is feliciascott42@gmail.com
A: Dear Felicia Scott, We are sorry 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. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541015687789
Kayla Powell    Time: 2025-12-09 17:16
Q: 82210190956304 Order # had wrong lenses or something they hurt my eyes BAD. It wouldn’t let me respond to the prior chat, but I checked the physical prescription compared to what I ordered and I ordered them correctly but they must have been made incorrectly because they’re just not the right prescription
A: Dear Kayla Powell, 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?
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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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