Larry H.
I ordered 2 pairs of glasses
I ordered 2 pairs of glasses, they said 2 day shipping and it took about 3 weeks to get them. I contacted by email and was told that it was not their problem. One pair cam in with scratches on them and I called customer service 3 times on a cell phone and a land line was told they could not hear me when I started to explain the problem. So far I am very unhappy and would like the issues resolved. The scratches are on the frame from their install of the lenses, Not manufacturing defects. Carless lab. As far as their Warranty they claim Satisfaction Guarantee is a bunch of crap. They want me to ship the glasses to them first, leaving me with nothing and wait another month between shipping them out, waiting 10 days for them to make another pair then another week or more for them to ship back. Every time you do contact them with a question it is a 1 to 2 day wait for each pathetic response.
Response from Cool FramesJul 8, 2021
with all do respect the order for two frames were with custom progressive lenses, that's takes usually about 10 business days to complete, we shipped the order 5 days after order was placed. All items are under full warranty for one year frame and lenses. if something was received damaged we will replace it free of charge. Shipping method of two day air is not processing time. Lee W.