Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames reviews

Showing 754 reviews with 1 star · Clear filters

localhost
Apr 2, 2025
An order of glasses ordered were made…
An order of glasses ordered were made wrong to the other 2 pairs i ordered, customers service a total waste of time and now cost myself money to return.......
Response from Cool FramesApr 7, 2025
Hi, We appreciate your time leaving us a review. I would love to assist you further on this, however, you have not responded to our request for further information so we can locate your order. Please kindly email me at [email protected] and I will look into this issue and get back to you with a resolution. Please include your order number on your email. Regards, Anne
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Teeri M.
Mar 26, 2025
Ordered glasses.Was told it is on back…
Ordered glasses.Was told it is on back order.Been three weeks like that. Called in to cancel.Got hit with a $20 charge because I placed the order. Never mind they can't give me a date when the frame will ship.I get it if a customer returns a delivered ordered and they charge restocking fee etc. What a scam charging a fees for order that wasn't shipped due to them not being able source it. Stay away.
Response from Cool FramesApr 7, 2025
Hi Teeri, We appreciate your time leaving us a review. I would love to assist you further on this, however, you have not responded to our request for further information so we can locate your order. We do not charge a cancellation fee if the glasses is on back order. Please kindly email me at [email protected] and I will get this resolved for you. Please include your order number on your email. Regards, Anne
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Kimia J.
Mar 4, 2025
Save yourself the headache and take…
Save yourself the headache and take your business elsewhere. I ordered designer prescription glasses which I spent over 500$ on. They arrived WEEKS past the expected delivery date, and when they finally showed up, they weren’t the correct prescription.. I reached out to customer support, hoping they’d send me a return label for a refund. Instead, I got scripted apologies and was told they don’t refund the cost of lenses, even if they’re incorrect. And offered to remake the lenses “free of charge,” which will take 4-6 weeks as if thats some kind of favor. I’ve spent hours going back and forth with them through chats and emails since January, just trying to get a return label for a partial refund. Its now March and I’m STILL waiting.
Response from Cool FramesApr 11, 2025
Hi Kimia, I am sorry to hear about the issues with the order. We can definitely remake the lenses for correction and this would only take 1-2 weeks to be completed, not 4-6 weeks. I would love to look into this for you to make your experience better, however, we have not received a response when we requested further information about the order. I would love to connect, please email me at [email protected] so we can discuss your concerns. Regards, Anne
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Jodie
Feb 24, 2025
I purchased a pair of glasses that…
I purchased a pair of glasses that ended up not fitting - frames only, no lenses. I attempted to submit for a return, only to find that "coincidenally" their system was "unable to process at this time" and that I needed to contact them. I called them, again "coincidentally" I was the 6th person in line. Wow, lots of people calling customer service all at once. How shocking. I held for 22 minutes until I was the first in line only to be disconnected. Again, shocking. Sounds much like another reviewer. What a scam. I expect a response from the company. If not, I'm submitting a chargeback. UPDATE: I immediately called back and selected the extension for sales instead of customer service. I HELD FOR AN HOUR EXACTLY. A moment later, I was disconnected. The is zero doubt this website is a complete scam. Do they sell glasses? Yes. Do they violate their return policy and prevent you from returns or any communications by blocking your calls? Absolutely.
Response from Cool FramesApr 15, 2025
Hi Jodie, I am sorry to hear that you had a difficulties reaching us over the phone. I can confirm we are a legitimate business and it is not our practice to block calls from our customers. We can definitely arrange and exchange for you. I would love to look into this for you to make your experience better, however, we have not received a response when we requested further information about the order on April 7th. If you could email me your phone number, I could give you a call instead and get this sorted for you. Regards, Anne
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Laura C.
Feb 11, 2025
Convinced the site is a scam
I ordered new glasses on 1/20. On 1/24, I got an email saying your glasses are being assembled and will be ready for shipment within 1-2 days. The last few days, I have been trying to reach them, because I am worried this is a scam. I have emailed with no response. The chat feature says sorry we missed you and to leave a message, and they will get back to you which they never do. One time I chatted with someone, and they said it will take a few minutes to check the order, and they said they would email back which never happened. I called and waited over 30 minutes and when I was number one and finally connected, it hangs up on you. This morning I was number one next in line, it hung up again. I now want a refund, but there is no way to get in touch, so I will report them to the Better Business Bureau.
Response from Cool FramesFeb 20, 2025
Hi Laura! We are sorry to hear that you had difficulties reaching us via chat and over the phone. Your order had been successfully shipped out on February 14th and we have sent you the tracking information via email. It will be redelivered today after a failed delivery attempt by the courier. We are really sorry for the inconvenience. We will be reaching out to discuss on how we can improve your experience. We look forward to connecting with you! Regards, Ana Cool Frames LLC
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Kathleen J.
Jan 22, 2025
Don’t buy if out of country (Canada in…
Don’t buy if out of country (Canada in particular). Prices don’t include duty so you’ll get stung on delivery. Particularly irritating when you buy from a .ca site in Canadian currency.
Response from Cool FramesApr 17, 2025
Hi Kathleen, Thank you for providing us further information about your review. We understand your frustration about the taxes and duties imposed for your package. We have recently made improvements on the website to avoid these types of confusion and we have reached out to you via email to address your concerns. We look forward to hearing from you. Regards, Anne
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Niall H.
Jan 21, 2025
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
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Dee “DeeTroiT” S.
Jan 20, 2025
DO NOT ORDER FROM THIS COMPANY
DO NOT ORDER FROM THIS COMPANY! I provided a recent eye glass prescription with my order but the glasses I received did not have my prescription. I spent hours online with customer service trying to resolve only to get bounced around and even disconnected with no resolution. All I received were excuses about the additional costs needed to correct the order. I have designer frames that kewt - but not useful!
Response from Cool FramesApr 15, 2025
Hi. I am sorry to hear about your experience. We would love to look into this for you, however, we have not received any response after requesting further information about your review. If you could email me your full name and order number at [email protected], I'd be happy to look into this for you. Regards, Anne
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