S B.
Terrible cusomer service
Terrible customer service. Took two weeks longer to receive a pair of frames compared to another online vendor when ordered at same time. Cool Frames sent defective/damaged product and would not refund full amount but took a $20 fee from my full purchase price for a defective product. I had to have my prescription filled in another pair of frames for vacation and explained to Cool Frames that I did not want to go through the same experience waiting for them to send me replacement frames and wanted a FULL refund. I also actually called Cool Frames customer service twice at the beginning of order to cancel the order because it was taking too long and they said they would have to charge me to cancel so I declined hoping I could hang onto the frames and use later rather than paying Cool Frames more money. Very terrible and difficult experience and I would not recommend EVER ordering from this company. Even when the refund was issued to my Paypal account, it sat on list as "pending" for way too long and then when I called to find out what was going on I was on hold as "next in line" for 15 minutes so gave up. RUN AWAY FROM THIS COMPANY. Contrary to what the company response is to my review (see below), I ordered these frames on JUNE 4, 2025 not on July 4th SO THE RESPONSE THEY GIVE BELOW IS VERY WRONG. I RECEIVED THESE FRAMES ON JUNE 16TH AND IMMEDIATELY CONTACTED CUSTOMER SERVICE TO RETURN ON SAME DAY (JUNE 16th). THAT MEANS THAT THE NUMBER OF DAYS TO RECEIVE MY ORDER TOOK 12 DAYS OR ALMOST 2 WEEKS.
Response from Cool FramesJul 10, 2025
Updated response [July 17, 2025 2:32pm] Hi Wendi, I apologize for the confusion on the dates. You are correct, the order was placed on June 4th. Nevertheless, it was still shipped within the expected processing time of 1-4 business days as stated from the website: https://www.coolframes.com/shipping-returns?zCountry=US. We did ship them on June 9th, and it is the delivery process that prolonged the wait since you only opted for standard shipping (3-6 business days for West Coast). ______________ Hi, We're genuinely sorry to hear about your dissatisfaction with the service and wanted to clarify a few important details for transparency. We understand concerns about the return process, and contrary to what's been mentioned, we did provide a free return shipping label so you could send the item back at no cost. This was part of our effort to assist promptly and make the return as hassle-free as possible. We checked the system and confirmed that you did use them to send the glasses back. We did acknowledge the quality issue on the product received and offered you a replacement at no cost but you opted to have a refund which was successfully processed on July 1st. We did send you another confirmation email today about your refund. As for the processing time for your order, upon reviewing your account, you ordered them on July 4th which was a holiday followed by the weekend so the order was processed Monday the following week and we shipped them on July 9th. You also only opted for a standard shipping which was openly stated on the website would take 3-6 days for delivery if you are on the West Coast. The order indeed took 5 days to be delivered which arrived with you on June 16th. We take pride in helping our customers thoroughly and respectfully, and it’s important to us that feedback shared publicly reflects the facts. If there was any misunderstanding or further support needed, we're more than happy to continue the conversation directly and ensure everything is resolved to your satisfaction. Regards, Anne Cool Frames