Cool FramesReviews of coolframes.com

I received a coupon good for 30% off my order which was valid until midnight that day, so I went to their website and placed an order. Originally I was going to place the order for two of the same frame, however the site said the discount/promo had expired and it gave me 15% instead, so I placed it for one. The same night I contacted coolframes via their website regarding the issue. I was seeking the additional 15% be refunded to me + tax to my original payment method. I called them the next day, when they were open, after holding several minutes, the call was disconnected. I called back, waited on hold again, spoke with a customer service representative and explained the situation. I was advised to send an email for management review, which I did as instructed . I finally got an email response, the company agreed to refund me the additional 15%, but not the tax on it. After emailing back and forth, I was advised this makes the order under $50, and normally there would be a shipping charge, so they would not include the tax. I explained that I was going to order two sets of frames which would be well over the $50 however I did not due to the web issues. The customer service person was a little snot! I will NEVER use them again, and I will write this review on every site possible. I also emailed them regarding the same. The response was they felt it was a threat. I advised, no, it was a promise. The service person provided terrible customer service! If I was her manager, it would not be for long - you're fired! Update: By Cool Frames disclosing my name they show exactly how unprofessional they truly are as a company. Also I had replied per their request by email asking to be called to discuss my issues over the phone. Instead I received an email, first addressing another customers issue as Ashley became confused/mixed up between my email and another customers. Next in her email she asked me to detail the problem which was fully explained in my online complaint. She also advised instead of calling me as I requested, they are unable to make outgoing calls so they had to send an email. Unprofessional and another little snot! Additional comment: Ashley said she did not think a one star review was warranted, but that is exactly the issue - she did not think! It was not countless hours of her time wasted, instead it was my valuable time, nor was she the person disrespected! Note: When I initially did my review on Trustpilot it was rejected as Cool Frames did not want me giving the name of one of the employees who did a terrible job, so I had to remove the name/edit my review. Yet they had no problem giving my name. This clearly shows a double standard. *Just from my email I think Ashley is in her early twenties and has much to learn about handling a customer, including not trying to force them to change their review. Update: In my email I did ask Ashley C to call me. Thanks to her attitude, I will now publish this review on another 20 websites!

I ordered prescription Sunglasses as a Christmas gift for my husband on 11/23 and didn’t receive them until 12/24th. Right before Christmas, what was horrible was that I got no updates or confirmation that my order was being processed. So I literally was just hoping I didn’t get scammed. When my husband tried them on he stated the prescription was wrong. I contacted coolframes to see what had happened and automatically they asked for a copy of the prescription , sure enough I misread the prescription and gave them a wrong axis. Ok this was my fault, however on their website they have a statement saying they want complete satisfaction so if we provide the wrong prescription they are “willing to work with you to replace lenses at a discounted price”. No! This is a lie! I was told I would have to repurchase another lenses at full price per the optician! I paid 240 for the frames and 204 for the lenses that are useless. Complete waste of money. First and last time giving business to a company that doesn’t care for its customers and has false advertising on their website!! Do not recommend.

This is a great site and offers many options for all types of eye-ware. For those needing progressive lenses - BBW - progressive markings are so obvious that they distort your vision and cause headaches. Unfortunately - CoolFrames will not exchange/refund the cost of lenses - even due to their manufacture process flaw which allows you to see the PM markings just by looking at the lenses. It would have been nice in advance to see a note on their website, that PM markings may be visible to the naked eye. Research and ask them to validate their PM markings if you use progressive lenses in advance so that you don't get stuck with useless glasses/lenses.

Horrible misleading place to purchase frames!!

Ordered three pairs of frames with magnetic sunglasses. First two broke easily. Third and final set arrived a few weeks ago and unfortunately one of the sunglasses lenses fell out two days later. Again unfortunately CoolFrames was not interested in replacing the sunglasses. They said the manufacturer did not offer a warranty. Needless to say, next time we buy our frames elsewhere.

A long time waiting for the ordered items and even this is the date that I am still waiting without giving me precise information on when I am going to return my order

Frames listed on website as in-stock and available for shipping. Placed order on Saturday and paid for two-day shipping. On Monday, receive email stating that frames have been ordered from the manufacturer and should ship to me on Friday (5 business days later). Clearly the vendor was deceptive about both the in-stock status and their shipping. When I called to complain they said they could cancel the order, less a 20% "restock fee".

DOUBLE EDIT, because it seems Cool Frames like to argue... Forgive just how I "phrased" the size of Marchon, but the following will be informative to those unclear on a few things, but lest I forget... I find it interesting, that in Cool Frames response(s), they conveniently took a pass on addressing my initial beef with them, but here... A FEW of the licensed brands (including ZEISS as of Sept 2021 BTW), include: Calvin Klein, Columbia, Karl Lagerfeld, Lacoste, Paul Smith, Nautica, Nike, Salvatore Ferragamo, DKNY, Donna Karan, Skagan, Victoria Beckham, & more. VSP GLobal acquired Marchon. For those who don't know, VSP is nothing but a doctor governed network that assists in purchases of eyewear which would include Marchon's 80,000+ accounts in over 100 countries. EDIT: I see their response noted a "generic" frame that I bought? What a joke! The brand I purchased was Marshon, which is the second largest retailer of eyewear, second only to Luxotica! In advance of even ordering, I inquired what in particular I would be receiving along with the frames I would be ordering, as I asked SPECIFICALLY if there was a "branded" hard case that comes with the glasses...whether or not there was a microfiber cleaning cloth, and what paperwork comes with the glasses, i.e. warranty, certificate of authenticity, etc. The lame response I received was, "The glasses come with whatever the manufacturer provides". In other words... A. They didn't know & weren't about to look up the answer. B. They DID know, but chose not to inform me. The ONLY favorable thing to say about the company is the pricing I received, but as far as their communication and they're "NOT SO QUICK" delivery of the product goes, they severely lack. Well, I received the GLASSES (frame), but they came in a zip-lock plastic bag, enclosed in a Cool Frames branded hard case, and simply my order/invoice.