Cool FramesReviews of coolframes.com

This company is a fraud. After three weeks they have not even started to work on my order. Different support sources (like Live Chat and email updates) feed you incompatible info. The phone number listed in Contact Us is a number of a company which has nothing to do with them.

I ordered glasses on their page and after 2 months of them lying to me that my glasses are on the way (on their page they advertise international shipping in 8 days which is a blatant lie), they still have not arrived. I asked for refund, and they told me they will have to reship glasses I never ever received and that they will refund me if I cover the cost of reshipment. Imagine the audacity, asking for me to pay for whatever they managed to mess up. Most likely they hope to scam me once again. By far the worst experience I ever had shopping online, and I shop online a lot. I feel legit scammed for the first time in my life.

I placed an order on November 24, 2024, and paid for my item, but I still have not received it!!! The promised delivery timeline was not followed, which has been very disappointing and frustrating. When I reached out to ask for a refund, my request was refused. I expected better service and communication regarding my order. Overall, this website is not reliable, and I would not recommend it based on my experience.

I placed an order with Cool Frames because they were the only company I could find that carried the frames I’d been searching for. During the process, I called to provide my new address, and they assured me it had been updated. When they contacted me to let me know my glasses were nearly ready to ship, I noticed the address was still incorrect. I called again, and once more, they read back my new address and confirmed it had been changed. Despite this, when I checked the tracking, I saw the glasses had been shipped to my old address. When I reached out to them, their response was: “Our support team has suggested that if you are in contact with the current residents at your old address, we can provide them with a shipping label so they can forward the package to your new address. If this is not possible, we can only file a claim for the package.” It was not feasible for me to approach the new resident. As someone with years of experience as a customer service manager, this response is completely unacceptable. Cool Frames should have taken responsibility for their mistake and offered to remake the glasses at no cost. I’ll be returning to Warby Parker, where the customer service is exceptional and mistakes like this are handled with care and professionalism. My advice: read the reviews of companies before making a purchase. If they have a lot of poor reviews, as Cool Frames, there’s a reason. Stay clear.

I placed an order with CoolFrames on December 3rd for a frame and prescription lenses for my child. At first, I received confirmation and a follow-up stating that the frame would arrive from the manufacturer in 3–5 business days. After waiting far too long without any update, I called on December 16th, only to learn that the manufacturer hadn’t even sent the frame. Now they claim they won’t have it until December 27th—well past the promised timeline. No proactive communication, no transparency, and no real effort to make things right. As a result, my child has been left without proper glasses for more than a month. This situation goes completely against their stated delivery times and raises serious concerns about their reliability. I will be canceling my order and requesting a full refund. Once the refund process is complete, I will update this review to share my experience with how CoolFrames handles returns and reimbursements. For now, I can’t trust this company and will be taking my business elsewhere.

CoolFrames suggested me to upgrade my delivery from regular to UPS express. The fee was USD $35 and they agreed to give me a discount of $10 on which was nice, however, I ended up paying $5 import tax (ok, insignificant) and $60 as a UPS brokerage fee. So, my purchase of $260 turned into a $350 which did not make sense at all. I could go to the optics store next door and avoid all this mess. On my complain to CoolFrames they said that I should consult the local customs regarding the fees, which I find unprofessional and not customer loyal. If I selected to cancel the order they would not return money for lenses and charge me $10 restocking fee, so I was loosing the same amount anyway. Thank you CoolFrames, but never again.

I bought frames and they didnt fit. Tried to chat. That failed. They scam with this small window of time to return them. I tried emailing them with a request to replace them and then "gotcha"! No refund.

they are terrible! took over a month to get and i paid for rush delivery!! then i have had them for less for 2 weeks and the lenses are falling out. i called them and they told me they can fix for a fee.. that is crazy considering i just got them.