Cool FramesReviews of coolframes.com

I ordered a prescription glasses for $133 ,which turned out to be a wrong glasses due to their representative mistake, so now I cannot get refund , and stuck with my $133 and a useless glasses. they send me an email apologizing and sending new lenses that will cost be $202 that I would have to pay . Seriously what work kind of business ethic is this. Please please do not buy anything from them. Your money will be wasted.

I had to update my feedback due to the fact that I spent around $3,000 total with coolframes.com my first order went very well my second order I have problems with and before that was processed I ordered it again now they're holding one pair of glasses hostage because I had to file dispute because they're jerking me around that would be my advice to anyone that's having problems with this company is file a dispute with your credit card company they sent me three pairs of Versace the frames were the right frames but the lenses were the wrong colors I was willing to work with them but they are not willing to work with me it's sad how I put out so much good feedback on Instagram X and Facebook for this company and share it with the public everyone who asked where I get my glasses because they are nice but the fact is is that their management and their quality control team are not doing a good job they're paying to ship these glasses back and forth and not fixing them correctly the way I order I believe that when a person order something from a company they should give what they pay for not what the company thinks they should have it's just not right so I'm hoping people see my feedback and think twice before they order from this company ! 💯😎

The glasses did not have the progressive lens that are requested and paid for. The bottom part was OK but the top part is blurry. It’s not my prescription. I’ve bent over and the glasses fell off. Very disappointed they should’ve told me if they were not able to make my lenses instead of taking my $300

I would not order from this provider. This is the worst experience I have had ordering glasses online. Despite adding my prescription at the time of making my order and clicking the option for ‘distance vision’, my order arrived with no prescription lenses. CoolFrames expected me to return the glasses at my own expense, charge a $10 ‘processing fee’ and would not refund the original shipping costs, even though they failed to deliver my order. Note: the reply provided by Cool Frames is not accurate. In particular, having been ordering glasses online for 15 years, I did click the option for prescription lenses and, which the Cool Frames reply does not mention, I even added my prescription at the time I made my order. There’s clearly been a system error which the company is refusing to acknowledge. I’d be happy to pay for the lenses. However, I object to having to pay for the return shipping costs and the costs of having the glasses resent to me. Further note: after further conversations with the CoolFrames customer services team, I’m pleased to say this issue has been resolved. They kindly waived the admin fee and covered the cost of new lenses, as well as the cost of shipping the product back to me. I just needed to cover the cost of returning the glasses. I now have my new spectacles and am very happy. A particular shout out to Anne in their team who was very helpful.

I had a terrible experience with Cool Frame. My sunglasses arrived one month after the estimated delivery date, and only after I spent an additional $100 trying to locate the order myself because their customer service was completely useless and couldn’t tell me where it was. When the sunglasses finally arrived, the prescription was incorrect. I contacted customer service again, and their solution was for me to return the glasses—but they don’t refund prescription lenses, so I’m out that money too. This feels like a borderline scam. Terrible service, zero accountability, and no regard for customer satisfaction. Do yourself a favor and avoid this company!

In my very first order, my glasses didn’t ship out for more than 4 weeks. And I had to contact coolframes couple times and pressed for shipment status. The reason they provided was their machine was broken. I wondered if they only have one machine. Very frustrated because I was waiting for the glasses to bring on my trip. For my second order, I ordered the same frame as my first order, but the glasses arrived with a smaller size frame. It wouldn’t fit my face. And it is useless, wasting my time and money. I am waiting for coolframes response on replacement. If I cannot get a replacement, I will not do business with coolframes anymore.

I ordered prescription glasses for my brother in November 2024 and it is now April 10th -- the order was incorrectly shipped TWICE and I have been on the phone with customer service for over an hour trying to get the glasses reshipped. They had no explanation why the glasses never arrived correctly in the first place and then proceeded to tell me the only way they'd ship the glasses again is if I PAID for the shipping. I had no choice but to pay additional shipping fees. Inexcusable and AWEFUL CUSTOMER SERVICE. I am still not guaranteed that my order will arrive to my brother. Stay tuned! I will definitely NEVER shop this site again and would caution anyone considering doing so!

Cool Frames's 14 day "Free" return policy excludes prescription lenses! This shocking fact is hidden in their Shipping & Return policy. In addition, they were overpriced, slow to deliver and timely customer service was nonexistent. Oh...they also charge $20 for order cancellations! Buyer beware!