Niall H.
International Customers Avoid!
Yes, people tend to only leave reviews when it's negative. However, after 3 months waiting for my glasses order to no avail I was only able to get a refund via PayPal claim. Customer service was abysmal and clearly is outsourced to some poor, clueless souls in a call centre halfway round the world. Utterly useless. Outright refused to refund me until USPS came back with conclusion on missing parcel.
Response from Cool FramesApr 17, 2025
Hi Niall, I am really sorry to hear about your experience and thank you for providing us more information about your review. I understand how extremely frustrating it is to end up empty handed after waiting for months for your order. Please know that we tried our best to ship the package twice, but there seemed to be difficulties delivering the package to your address. We did file a claim with UPS for the lost package, after over a month, it eventually turned up (returned to sender). We understand that you no longer wish to proceed with the order at the time so we have issued a full refund. It appears the order was shipped out on time and it was the delivery issues that caused a major problem. We hope you understand that we have no control over delivery issues. We are still committed to making this purchase experience better, and we have reached out to you via email. Regards, Anne