Cool FramesReviews of coolframes.com

First, I couldn't add my prescription on their site due to their site limitations. I've been able to do this on several other sites successfully. So I sent it in after calling and being told my prescription was "weird" (professional). I placed the order and then my frames were suddenly out of stock. Ok, picked some other with a discount. Asked for the receipt reflecting the discount. Was told it would be sent when they shipped. It wasn't. I had to ask. I get my glasses and the prescription is wrong. Since I needed them ASAP - I had to go local to fix them. Local eye doctor said they did a minus instead of a plus. Cost me $95 to fix. I emailed them and was told the prescription was put in incorrectly by one customer service rep (Mia) - to which I refreshed her memory by forwarding the email chain. The next rep (Eli) was trying to be helpful but said he could only refund the $19 lenses. I asked for an alternative. Got Mia again who continued with the "customer is not always right" tone. I told her to consult with Eli. So these nice frames that were discounted ended up costing me more than where they were regular price due to this who disaster of an ordering process. Never again.

I was skeptical because there were some bad reviews, but I found the service to be wonderful, the communication great, and the glasses perfect and FAR less than I could have gotten in a storefront (about the price of the lenses themselves here). Customer chat helped me since I knew nothing about glasses and didn't know how to answer some of the questions. My experience was good and now that another family member needs glasses, that's where I'm going!

This company made mistake after mistake with my glasses, charged me more, then said they didn't charge me. Sent me back my glasses several times incorrectly and claimed ignorance on all of it. Cancelled part of payment and have started a dispute through my bank to return funds. They gave absolutely no help or offer of refund after so many mistakes. This company is rude, incompetent and does not own up to their mistakes. Glasses are a medical device and continually telling your customer to go to another facility to have their glasses checked and re checked and adjusted for FREE on another companies back is unacceptable and a terrible business practice. Patient care is important and they have no idea what they are doing. Don't waste your money!!!

I ordered a pair of glasses that said "black on black" I used the chat to ask and verify they were all black The legs are actually green I messaged them and sent them a picture of the green and they said to send them back in and they would replace them for black So i mailed them in at my expense only to be told that all black isn't an option. If i wanted a different pair i would have to pay a processing fee So i agreed to keep the original green and black and asked them to mail them to a different address because i am on vacation now. I wrote the address 3 times in our email and i wrote it on a note in the box i mailed them. They assured me they would AT LEAST get that part right. Sure enough they didn't and sent them back to the original address. All in all i bought a false advertised pair of glasses and customer service did NOTHING for me.

Excellent customer service that is helpful and friendly in dealing with order issues. There was a small issue with my first order that coolframes.com went out of their way to resolve. I am very happy with the overall experience and have a great pair of new high quality, name-brand glasses. I have recommended coolframes.com to friends and family, and will be ordering my next pair from coolframes.com without a doubt. The quality of the product and the responsiveness of the company to issues makes coolframes.com a no-brainer when ordering new glasses. I will never again pay hundreds of dollars more for the exact same product at a local brick&mortar store after finding coolframes.com

I ordered a pair of Silhouette glasses with progressive lenses from Coolframes.com on November 30th. On the December 7th the glasses arrived and they are perfect. I couldn't be happier. Great price, great quality, great service....what more can you say.

I ordered a pair of glasses and immediately received an email stating that they were not in stock and that they would provide a "full refund". I hadn't even seen the charge yet so I assumed perhaps it was a generic email and hadn't been charged to begin with. Then I saw the charge for $442.45 (CAD) on my credit card. A couple of days later, I saw a refund of $419.27. If this was my error or I didn't like what I ordered and had returned it, I would completely eat the cost due to the exchange. However, the fact that I was charged for something that was never in stock to begin with and then I lose money in the return makes for an exceptionally poor customer service and I told them as much. They responded immediately and apologized and said the only thing they can do is apply a credit on their website for my next order and suggested that I look at their inventory for other options I told them, in no uncertain terms, that I will not use their website for ordering so the credit is useless. I also advised them that I would write this review. They thanked me for taking the time to let them know of the problem. AWFUL!

I am writing this review as I really want to warn everybody else ordering something from them. I ordered Polo vintage sunglasses from coolframes.com as they had a very good deal on them. Ordering was quick, I got a confirmation email and I have received the sunglasses about 5 weekdays later. I opened them and the frame had scratches all over them. So, first I was wondering whether this is the style of those frames to look so shabby, so I went to the sunglasshut store and it turned out it is not supposed to be that way (although the ones there also had some scratches and the store manager actually said that they need to give them back because of the scratches). So I contacted coolframes.com with regards to that matter. Eventually, they said that those are not the frames they have sent to me ("I would never send out something like this, it does not come with a polo sticker on the lenses you must have bought them on the street"). I was shocked, seriously, I got them exactly like that - I even have an eye witness. So, basically that is how they do business - calling me a liar!!! I have never ever, ever, ever had an experience like this. I think it is seriously outrages. I strongly encourage you NOT to order sunglasses from them! I have ordered the sunglasses now from sunglasshat, they have very nice customer service and high quality standard. I am still in shock of such a terrible treatment from coolframes.com!!!