Reply from EFE GlassesMar 30, 2026
Hi，dear
We sincerely apologize for the frustration this has caused you.
To clarify the situation: The glasses you ordered from us were reading glasses, while the pair you purchased from another retailer were progressive lenses. You can verify this directly in your order details on our website at any time. It is clear that an accidental selection of the wrong lens type occurred during your order process.
We deeply regret this misunderstanding, and as a gesture of goodwill, we have already offered you a solution to resolve this issue. If you are not satisfied with our current resolution, please feel free to share your thoughts with us, and we have updated our solution options to further assist you.
Please reply our customer service team at any time to discuss further.
EFE Glasses Team
2nd update
Hi，Dear
We totally understand your concern.
We have double-checked your order details for you. The glasses you purchased are indeed Reading Glasses (Presbyopia). You can easily confirm this by logging into your account on our website. We would never misrepresent such a clear fact about your order.
It's normal for customers to accidentally choose the wrong lens type when placing an order
Since this is not a manufacturing defect or quality problem, if you are unable to use these Reading glasses, you are welcome to return them for a l refund in accordance with our policy.
As a gesture of our sincere apology and goodwill, we are also happy to offer you an exclusive 50% discount if you would like to place a new order for the correct lens type.
Given that you are 65 years old, we understand how important your time is. To save you the trouble, we have already initiated a full refund for this order. We could have easily denied this request and let you fight it with PayPal, as the error was not on our part, but we value your business and want to make this right.
Best regards,
EFE Glasses Customer Service
third update:
Hi Dear,
We truly appreciate you taking the time to share your honest feedback with us. Thank you for your patience as we worked through this issue together, and we’re so glad we could finally resolve it to your satisfaction.
First, we wanted to clarify why you weren’t receiving our order updates: the email you used to place your order is a different address starting with "B", which doesn’t match the email you’ve been using to contact us. We recommend double-checking that order email for accuracy, as we automatically send order confirmations to every customer right after checkout—this only works if the email provided is correct and valid. It’s very common for customers to accidentally mistype their email (like missing a letter) during checkout, which can cause missed messages.
We also want to sincerely apologize again for the extra time and frustration this caused you, especially at 65 years old. While the root issue was that you selected the wrong lens type during checkout, we take full responsibility for not explaining this clearly to you upfront, which led to unnecessary confusion.
Your detailed feedback is incredibly valuable to us—it helps us improve our communication and service for all customers. We’re confident we’ll do much better in our future interactions, and we’d love the chance to serve you again.
Thank you again for your understanding and support.
Best regards,
EFE Glasses Customer Service
