Consulting Servive Center

Q: My glasses broke and I just got them today. Wore them for maybe 10 minutes. They are very poor quality and feel flimsy. Your page to submit a replacement isn't working.

Q: Hello, I recently ordered the 'Essential' glasses with custom prescription. I received the glasses, however, there is a scratch on the left lens on the glasses. I am unsure if they arrived like this or if this happened due to wear. It seems that the scratch is from inside the lens, rather than from contact with the outside. I have only had them about two or three days. Is it possible to just order the left lens as a replacement for these glasses? And if I could get a price for this as well. The scratch is interfering with the vision in my left eye and there is light leakage on them, causing me headaches when completing office work. If I could just replace the one lens this would be perfect and I would like to order this, the rest of my order is perfect. I am just unsure how the inner scratch may have happened with only two wears. I had hoped I ordered a scratch resistant lens.. Let me know if anything can be done, thank you and appreciate the order being done well.

Q: Hi i got an email stating that the glass is picked wouldn't work for mine and my daughter's perspiration i have 2 other frames picked out how do I cancel the first order or can u guy just swap the frame

Q: Hello, I recently received my progressive glasses, and I absolutely love the frames?they fit perfectly, and I really love the style. However, I'm having a problem with the progressive portion of the lenses; it is giving me a headache, and I have worn progressive lenses for years without any issues. Because the frames fit so well and I really like them, I would like to request that the lenses be remade without the progressive portion (single vision instead). I do not want a refund or a different pair of frames?I would simply like to keep these frames and have the lenses corrected so they are comfortable for me to wear. Could you please let me know how to start the process of sending them back for this adjustment and what steps I need to follow? Thank you for your assistance. I look forward to hearing from you.

Q: How do I start a return the prescriptions given to me art not my prescription

Q: How do I pace a return prescription given to me was not my prescriptions at all

Q: Good afternoon, Yes, correct. I attached the prescription to the email.

Q: Hello - my order # is: 80726241535388. I'm contacting you as I just want to double check that the reading glasses will follow my actual prescription that I attached. When ordering, there is a section where it asks if the prescription is correct, but for some reason I wasn't able to add the "+2.25" for both the OD and OS. My attached prescription has this info, but I'm not sure if it's clear for the processing of the glasses. Many thx. Tami Fujimoto

Q: My glasses that I received 2 pair are not correct.. the lenses are way off I can hardly see out of them either pair and both eye. Very blurry and it seems as though the vision area is small . I’d like to return both pair for refund. I have had so much trouble with them Thank you

Q: My I please have the tracking information so that I could call them and inquire about my package? Please and thank you. :)

Q: My order is being shipped to the wrong address.

Q: Hello I wanted to order glasses but I need prescription readers but it won’t allow me to put my prescription in correctly with the “add” +2.00 prescription it suggest for me to get progressives but I want readers only not progressives . Are you able to help me with this? Hope to hear back from you soon. Sincerely, Ines Proctor

Q: Got my first order and there may be something wrong with one of the pairs of glasses. Not sure it was slimmed or shaped correctly. They're very, very thick and have a fish eye Lena effect when put them on. More importantly however the second order that I placed with this account for my boyfriend is saying it's undeliverable, and the address doesn't have our apartment number on it for some reason. They're returning package to sender. Anything I can do about this? He needs his glasses and we can't afford for him to wait another 2 weeks to get them

Q: Hello, I sent a message on the same exact day that I placed my order for assistance. No one has since responded. I noticed that the PD number was entered incorrectly and sent the email to you all so that It may be corrected?prior to processing and mailing. The correct PD numbers are 29.00 for both the right and left. If someone could assist in having this updated, I would be appreciative. The request was placed for the following product: Product: Delfina(18041)Color:?ClearUS $5Size: MediumPrescription: Single VisionUS $5Standard Eyeglass LensesDistanceMid-High Index 1.55Anti-Scratch & UVNo Tint

Q: Hello, I sent a message on the same exact day that I placed my order for assistance. No one has since responded. I noticed that the PD number was entered incorrectly and sent the email to you all so that It may be corrected?prior to processing and mailing. The correct PD numbers are 29.00 for both the right and left. If someone could assist in having this updated, I would be appreciative. The request was placed for the following product: Product: Delfina(18041)Color:?ClearUS $5Size: MediumPrescription: Single VisionUS $5Standard Eyeglass LensesDistanceMid-High Index 1.55Anti-Scratch & UVNo Tint

Q: I used the wrong shipping address

Q: Placed new order as last order progressive glasses too small need asap but forgot to change adress please send them to 78 ROACH ROAD HUNTERS BAR SHEFFIELD S11 8UB Same as last order

Q: I would like to place a re-order and last time a customer service rep helped me can someone please call me to area code 956-249-4915

Q: Order#: 80126282134031 On this most recent order, listed above, the Sally glasses that I ordered have already broken!! The earpiece just broke off this morning and no longer than we've had them, this shouldn't happen. I paid a very good price for them. Can these be replaced, please? Thank you.

Q: Hello! I recently received a pair of purple leopard print prescription lenses but the vision looks warped and I can't wear them without getting dizzy. They other pair in the order are great! I've purchased many pairs here before but I've never had a pair I couldn't look through. Is there a return policy?

Q: Is it possible to change the shipping address after you order?

Q: I never received my package, but that is my fault, I was moving - I used my mother's address but I put the wrong apartment number and I didn't put c/o. I wonder if they sent it back? Can someone please check? It was for Order# 20626042137287. I'll pay shipping to get back to me <3

Q: Hello There, I recently purchased a pair of "Essential" (82248) glasses and after measuring the frames for accuracy, I noticed that the total frame width is off. On your reference page for the frames, it states that the total width of the frames is 142mm from hinge screw to hinge screw. After measuring the frame I received - mine measures 132mm from hinge screw to hinge screw. I also tried measuring the complete width of the frame (outer perimeter) and it measures just shy of 141mm. Did I perhaps receive the wrong frames? All other measurements seem to be accurate. Thank you in advance. Jason Enriquez

Q: Good evening, I encountered an issue with applying the Buy One Get One Free, Frames and Lenses Promotion on the order I just placed. My order meets the requirements and criteria for the promotion and would appreciate assistance with receiving this promotion. Thank you

Q: I accidentally entered the wrong address on my order. How can I fix this before shipping?

Q: My pd is 67 and I’m trying to order frames but the pd starts at 71 how do I put 67 in ?

Q: Hello, I just placed an order for the following item and realized that I entered the incorrect PD number. The PD for the item below only, is needing to be updated to 29.00 for both the right and left. I was able to go back in and update the prescription on file but was not sure if it would be changed or be corrected on my current order. If someone could update/correct, or point me in the right direction before shipment, I'd be most appreciative. Thank you Product: Delfina(18041) Color: clearUS $5 Size: Medium Prescription: Single VisionUS $5 Standard Eyeglass Lenses Distance Mid-High Index 1.55

Q: Hello, I just placed an order for the following item and realized that I entered the incorrect PD number. The PD for the item below only, is needing to be updated to 29.00 for both the right and left. I was able to go back in and update the prescription on file but was not sure if it would be changed or be corrected on my current order. If someone could update/correct, or point me in the right direction before shipment, I'd be most appreciative. Thank you Product: Delfina(18041) Color: clearUS $5 Size: Medium Prescription: Single VisionUS $5 Standard Eyeglass Lenses Distance Mid-High Index 1.55

Q: Hello Iam checking the status of my order. A shipping label was made 8 days ago for my delivery I have no delivery date?

Q: Hello I I ordered two pairs of glasses.. One of them I accidentally put an old RX and they were fixing it and I accidentally deleted it when I was trying to respond to make sure that it was correct The new RX.