0
Customer Service
I have a question
Karm****Time: 2015-11-04
Yes I just made an order and I paid with PayPal and then I went to my orders and it was not there. So I did a live chat with an agent and they said there was an error and they emailed me a form saying they needed my prescription and the glasses type but the phone and would not let me open it so I sent a screenshot of my prescription. What else do I need to do now?
Sincerely sorry for the inconvenience caused to you! According to the screenshot you sent and the conversation between us on the FB,we have fixed your order information and are processing it with all the details we confirmed.Thank you so much for your understanding.If you have any questions, please feel free to contact us by email.
Robe****Time: 2015-11-04
I am trying to place order and when I went to pay I entered information and the screen keeps saying times out I have no idea if the payment went through or not. I am afraid to try a third time.
Concerning your case, you are advised to pay for your order via your paypal account. We have sent a "Request Money" link to help you finish the payment for your order by email. If you have other questions, please feel free to email us or utilize our online chat.
Robe****Time: 2015-11-04
I did try a third time I did everything verified payment and still nothing
We didn't receive your payment and have sent you an email to help you how to solve your payment problem, please check it and reply us soon.If you have other questions, please feel free to email us or utilize our online chat.
Pete****Time: 2015-11-03
1511031153279 My order is for Bifocals ! I don't see that in the order! There was no box to check! Your web site is
We have received the message you left on our website and we have replied to you by email, please check the previous email we sent you. We would like to tell you that your order are being processed , which you ordered is polarized glasses instead of bifocal. If you have other questions, please feel free to email us or utilize our online chat
Pete****Time: 2015-11-03
I can not order because my. Prescriptions aren't here anymore ?
We have received and checked the voice mail you left on our website. As per your previous orders, we have sent your Rx by email. Concerning your case, in order to order glasses on our website next time, you are advised to save your Rx for the convenience on the website. If you have other questions, please feel free to email us or utilize our online chat
Pete****Time: 2015-11-03
What happened to my prescriptions ?
We would like to tell you that due to the update of our system, so you can't find your prescription on the account. Sorry for the inconvenience casued to you, as a courtesy, we have sent you A $5 coupon, of which validity is 30 days. Thank you for your understanding and patronage! If you have other questions, please feel free to email us or utilize our online chat
dawn****Time: 2015-10-31
Still waiting for my glasses.My order page says they were delivered but I have not received them.
We contacted with the post office and it said your order has been on the way to the US. Concerning your case, could you please wait a few days for its arrival patiently? If you have other questions, please feel free to email us or utilize our online chat.
ralu****Time: 2015-10-30
Cannot find the code for 20% for first order. please advise so that i can pay. thanks. Raluca
Since you're our new customer, you can enjoy our 20%OFF First Order promotion, the code is: 20%OFF. Concerning your order, we are willing to refund you $4.95, which is 20% off of two pairs of glasses. Looking forward your prompt reply. If you have other questions, please feel free to email us or utilize our online chat.
Alys****Time: 2015-10-24
I just received my glasses in the mail! They are amazing and very good quality. I will tell everyone about your site.
Thank you for your supporting and selecting our glasses for your vision needs! As an award, we have sent you a $5 coupon to your email address, of which validity is 30 days, please check this email. If you have other questions, please feel free to email us or utilize our online chat.
Jani****Time: 2015-10-21
i don't see my order on the site...can you let me know the status please? thank you
We'd like to tell you that since you paid your order via Paypal express checkout which does not need our customer to log in our website, this is why you cannot see your order information on your account, however, our system has already record the transaction and return you an email. After your order has finished and ship to you, our CSR will also email you. By the way,concerning your case, for your next order, you are advised to login our website and pay the order step by step instead of using Paypal express checkout. Sorry to bring you such inconvenience. Thank you so much for your understanding.
Toul****Time: 2015-10-15
where do I find my previous order.. I would like to order the same prescription
As per your previous order # 2140725112410, we have sent you your prescription. If you have other questions, please feel free to email us or utilize our online chat.
Soph****Time: 2015-10-15
I made an order 2 days ago and paypal processed payment. why can't i find it in my order history?
We'd like to tell you that your order has been finished and shipped out to you and we have sent you a tracking number. Since you paid it by ExpressCheckout and didn't login in our Member System, so you can't see order information which was recorded by our background system. If you have other questions, please feel free to email us or utilize our online chat.
kell****Time: 2015-10-15
How do I know my PD if it isn't on my prescription?
We'd like to tell you that the PD is the distance between the pupils of both eyes, center to center ,in millimeters. An average PD is about 62mm, most fall within the 54mm to 74mm range. It's absolutely critical to the location of the optical center of the lens for you to be able to see clearly with your new glasses. Concerning your case,you are advised to consult it with your DR. Or you can refer the link we sent you to measure it by yourself or by one of your friends. If you have other questions, please email us or utilize our online chat.
Toul****Time: 2015-10-15
I found where you have the prescriptions on line but it is not saved.. Can you retrieve it from my last order?
As per your previous order # 2140725112410, we have sent you your prescription. Concerning your case, in order to order glasses on our website next time, you are advised to save your Rx for the convenience on the website. Write a name on the box behind "Save prescription As" when you enter your prescription and click "confirm". on the ordering page. If you have other questions, please feel free to email us or utilize our online chat
Adam****Time: 2015-10-14
Hi, Am I able to get prescription sunglasses that are mirror aviator style? Thanks Adam.
We found your previous order 2141028151829, does your prescription which will be used for prescription sunglasses? If so you just browser frames with mirror aviator style on our website, then choose Polarized option and enter your prescription when ordering sunglasses.
Tina****Time: 2015-10-09
How do you measure glasses for the progressive lens.
We only offer a standard segment height, and its formula is segment height=1/2 lens height +2mm. The standard to which we produce multifocal lenses is, depending on the size of the lens, approximately 2mm higher than the central line of the lens for a progressive lens design. You are advised to choose the right height of frame according to our standard segment height and the one you needs. For example, if segment height you need is 19mm, you should choose a frame of which height is 34mm.
Laur****Time: 2015-10-07
Hi, I ordered a pair of glasses on 10/02/2015, and it shows that the payment has gone through on paypal. However, the order isn't showing up on your website and it shows that the glasses are still in my cart. How can I have this fixed?
We've received your order # 1510030656122 which is paid by your paypal, and we will process your glasses ASAP. Once it is shipped out, we will send you a tracking number for tracking your package. If you have other questions, please feel free to email us or utilize our online chat.
Mike****Time: 2015-10-06
Hi Is it possible to place both orders in one package for delivery so I can save on shipping costs. Thanks ,Mike
As per your request, we will ship the two pairs of glasses together in one package after them are finished.If you have other questions, please feel free to email us or utilize our online chat.
Jenn****Time: 2015-10-05
I ordered a pair of glasses this morning. My paypal even shows the payment went through, but there is no order on your site and the glasses are still sitting like they haven't been ordered. I also received an email from your company telling that me that my payment was successful. Is the site just slow? I would like to know whats going on, as I don't even have an order number. Thanks
We have received your order # 1510042005498 which was paid by paypal this morning, and we are processing your new order. Once it is finished and shipped out to you, we will send you a tracking number.If you have other questions, please feel free to email us or utilize our online chat.
Forr****Time: 2015-09-25
Hi, Do you still have my prescription information and PD from my previous orders?
According to your previous orders, we have emailed your Rx including your PD to you, please check it. If you have any questions, please feel free to contact us by email or utilize our online chat