Cool FramesCoolFrames has proudly been independently owned, and family operated since 1997! As an authorized retailer of all of the brands we carry, all eyeglasses, sunglasses, lenses, and goggles come with a standard 1 year manufacturers warranty, and are guaranteed 100% authentic. Your order can be shipped worldwide, directly from our New York boutique.
Cool Frames (coolframes.com) has 4,546 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
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Vision & Hearing · New York, New York
Excellent
Vision & Hearing · New York, New York
Excellent
Vision & Hearing · Champlain, New York
Excellent
Vision & Hearing · Garden City, New York
Excellent
Showing 754 reviews with 1 star · Clear filters
LB
Bought tortoise shell frames and a large part of the frame was clear pink plus that portion made the glasses look lopsided when they were on. I can't wear these to a professional work environment. I requested a replacement frame and Cool Frames didn't think anything was wrong. Obviously, poor customer service and a failure to take responsibility for a poorly made product. Too bad, I was ready to make this my new eyeglass company ... I buy a lot of glasses.
Mary A.
Customer service was awful and not helpful. There was no one who could tell me what was wrong with my order. Inplied that I should check with my bank. Cool Frames didn’t have trouble having charges go thru 3 times!! Not a problem with bank.
Christina V.
I don’t like to write negative reviews but I had to tell everyone my experience. I was looking to buy a pair of prescription tortoise shell frames. I looked at every site to compare prices ect so came across cool frames . I already knew the glasses I was looking for because I bought the same frame from somewhere else to put lenses in but was being charged a arm an a leg so that’s how my search began because I wasn’t paying 250$ just to put lenses in. I found these frames on a couple sites but cool frames were the cheapest! The exact picture of the frame I wanted was on there site, so I went ahead and purchased the glasses. I did look at there refund policy which by the way isn’t a good one . It didn’t bother me because I have the glasses in hand and I know what they look like on, how they feel on my face, the color ect . Less than 2 weeks later I received my frames and I’m so excited! I opened the package and it’s a totally different frame . The style looks similar but the color was darker and the fit was different so it wasn’t the frames in the picture! I called that Monday and told the lady my situation and you know what she said , they go by style #! They used the exact picture of the frames i wanted but the style # was a different frames. So if you see a picture of a frame you like , you can’t just go by the picture!!! They offered to remake the the lenses n send me the frames I wanted but at a price !!! $9.95 processing fee $6 for shipping! What company makes you pay for there mistake !!! They should wave those fees if anything ! If I just didn’t like the glasses OK , I read the refund policy and the fees , now I have to pay but that wasn’t the case , this was there fault for false advertising and I have to pay a extra $16 dollars ! They don’t take responsibility when they screw up ! They go by the return policy even if it was there fault ! If I want a refund you lose the money on the lenses and it’s a 20% restock fee like if you bought a cell phone and you opened it n want to return it. They do the bare minimum, they don’t sent a return label , they don’t send a email saying they received the original glasses, so you just wait with no communication. The people who had a good experience with the company just didn’t have a issue . If you have a issue they don’t care. If those frames I wanted wasn’t available I would have to pick out something else when there’s was no other frame I was interested in ! My situation should be a instant refund because it’s there fault . That’s customer service, that’s what a real company would do if they screwed up and put pictures of something you think your buying but you just bought something totally different without even knowing ! Because they don’t take responsibility they lost out an another purchase from me because I had a pair of sunglasses in my cart I was going to buy when I got my order but I wanted to see how the first order went . Please do yourself a favor and go buy from a company who offers a full refund on frames and lenses and has good customer service. Ez contacts is good and I just bought a pair of frames with lenses (speciality lenses at that ) for $68 on Zenni and the quality is amazing and the clarity on these lenses I see better then my old lenses with the same prescription . Don’t give this company your money , cause like I said if you have problem you have to pay for it!!! When it comes to buying prescription glasses online you have to buy from a company with a good return policy ! Prescription glasses / sunglasses are too expensive and you know how your going to feel once they arrive and you trying them on. Against my better judgment I ordered from this company with a terrible refund policy cause I thought I was getting the frames I wanted! This company just wanted to take your money anyway they can ! It’s sad !
Ya N.
Order frames , they said that they were delivered, I waited a few days to see if a neighbor got them in error NOPE still nothing, USPS carrriers will sometimes mark packages delivered before hand not sure why but I'm out the $202.50 they have intentionally made it so that the insurance would be delayed by having me submit when they are the ones who are REQUIRED to submit.. coolframes give me my money back so I can actually get my glasses from a reputable place
Sally M.
slow to make the glasses, and slow to ship even though the website says 4-10 business days to make mine took 14 business days to make. I had to pay duty when it got to Canada I had to pay again $ 101 to send for reframing and reconfiguring of the glasses and another $29 for processing after spending over $1000 for the glasses. I am so disappointed.
Kristine W.
BUYER BEWARE! When the glasses were delivered I had to pay $45 in duty as I live in Canada, even though I ordered from a .ca site. When you complete your order, the site automatically changes to .com site, and you have to read the fine print in the shipping section to see it in print. Order from other sites that don’t charge duty, like EyeBuyDirect.ca, as they have a Canadian location, even though it is an American company.
Lynn R.
This company is a disaster. Do not buy from them. They have been telling me for 3 weeks my glasses will be shipped out the upcoming Friday. No glasses still. Most recent agent says my glasses are being inspected. My next call is going to be the BBB.
Travis
Was told frames are back ordered and will be 1-2 weeks to restock…3 months ago. No communication from them but when I contact them for an update I’m told the some story. Picked different frames and have now been told they’re back ordered as well, what a joke this company is