I’m truly sorry to hear your two prescription orders both turned out incorrect and you’re only offered store credit instead of a cash refund—this whole experience must be incredibly upsetting and frustrating for you, and we completely get why you feel this way.
We sincerely apologize for the repeated mistakes with your prescription lenses that ruined your shopping experience, as well as the limitation on refunds for orders paid via store credit balance. Per our payment policy, any orders settled with store wallet funds can only be refunded back to your Zeelool store credit at present, and direct refunds to your original payment method are not available for wallet payments right now.
We totally understand this solution does not meet your expectation, and we deeply regret the inconvenience this policy brings on top of the incorrect orders. Please rest assured we will do our utmost to assist you in finding a reasonable way to make this right for you once you reach out to us.
We are sorry to hear that you were not able to obtain the product you requested from us. We also apologize for not providing you with a perfect shopping experience. We tried to view your order but were unable to locate it using your information. We also apologize for the issues you raised regarding the wallet. We will work harder to optimize our system and make our system settings more complete, so that every customer who chooses our wallet can have peace of mind.
We’ve received your request fully and will assign a dedicated specialist to look into your issue right away. We will reach out to you via email within a few hours, so please kindly check your inbox regularly. Feel free to reply to our email if you have any further questions or concerns.
We’re truly sorry for the unpleasant experience that neither of your two pairs came with transition lenses as you expected.
After checking your order details, we found you selected Standard Eyeglass Lenses instead of transition lenses during checkout. We’ve sent an email to your mailbox for further verification and relevant solutions. Please kindly check your inbox and spam folder.
