Cool FramesReviews of coolframes.com

I inquired about returning the frames that I had purchased because I did not like them. I was told that I would have to pay for return postage and they would take 20% of the cost for a restocking fee.

considering I order the frames on Nov 23 2020 and today is dec 18 2020 and I still don't have the frames, I doubt I would order anymore.

This is where I write about the complete incompetence shown by the merchant. First, I receive an item a week after purchase (website stated 2-day delivery); secondly, I revived the incorrect item, and lastly, I have yet to receive any resolution (2 weeks after delivery).

I would like to start by saying this would not have happened to me if not for the current pandemic. Since many optometrist were by appt. only, I forced myself into purchasing these fake eye glasses. Even after reading all the poor reviews I thought lets give you guys a try. The whole little scheme is elaborate I must admit. Knowing that most are paying with insurance, you charge a insane restocking fee knowing most wont be willing to pay with their hard earned money. NEVER AGAIN

If I could give this company 0 stars I would. I ordered glasses, and they said at shipping it would be 1-3 days to ship priority. Of course at checkout they don't tell you it takes 1-4 days to process your order (this does not include the day you order your glasses or weekends). In addition, if you cancel, they charge a $20 fee. The customer service were the most blah customer service -- you can tell these people don't get paid anything, and don't care about customers or customer support. I def would not shop here again.

Honestly it's been a real mess. I can't rate the frames for quality, as they've not showed up. I placed my order Oct. 21. Was instructed that the frames I paid for (Gloss Black Goliath I) weren't in stock and would take 2-3 weeks for them to receive, but they could offer me the matte black version gloss black Goliath II's. I was/am in a pinch to get them quickly, so I opted for the matte black. 6 days later I finally got a notification that they'd shipped. It took a very long time to get across the border, but with the election and covid, this was to be expected, so I waited patiently. Finally it was becoming a little ridiculous, so I sent an email asking for any info on what was taking so long. I was told they would follow up with the shipping department, then was told that due to covid things are delayed, but they couldn't give me any specific timeline on when I could expect it. I was watching tracking everyday, as I said I am in desperate need of these frames. It was moving very slowly. That's fine. Then it landed in Winnipeg, MB on Nov. 11. Perfect I thought. When a package hits there, it is here in my hands within 1 day, 2 tops. One week goes by... 2 weeks go by, so I email again asking what the holdup might be. I was ignored for several days, had to email again. I received a very general response about being patient and they would finally look into it again. Then no follow up. I email back again several days later, I am sent the link to the tracking website which I've had the entire time already. I am not a person who normally complains, but we are coming up on 1 Month that the tracking last updated in Winnipeg. There is obviously a problem with the order, and I seem to be the only one concerned about it. Nobody is helping, nobody is reaching out to me or trying to find my package, they are annoyed that I am asking. It's now December 7th and I am no further ahead, no package, no frames, but who cares right, they have my money. I decided to take a chance on Cool Frames and splurge to get myself the most expensive pair of frames I've had in my life and I'm sitting here with nothing. I am beyond disappointed, and I am sick of trying to chase down answers. It's their problem to make sure what I paid for gets to me. I haven't been offered a refund, or a replacement. I've just been hit with snideness. I'm not sure what they could do to gain my trust back, but I am very close to filing a claim with Visa. I gave them ample time to make this right, and I've been neglected. I even opted for a pair I didn't want because I couldn't wait the 2-3 weeks. We are now 7 weeks in. We are all having tough times right now, and I definitely can't afford to have thrown almost $400 CAD to have nothing to show for it. Shame on you Cool Frames. This is the first bad review I've ever left for anything. But you've left me no choice.

Was not able to talk to supervisor or manager. Terrible customer service

I got my sunglasses in the mail,they has a crack