Cool FramesReviews of coolframes.com

customer service, What customer service? Rude and unwilling to help. I purchased 2 pairs of glasses weeks ago. Still don't have them. Had an RX change and asked them to make lenses since I have not received my glasses yet and this company not willing to do the right thing by the customer and make new lenses. Ive worked in the optical business 16 years and you always take care of the customer. The only reason I didn't purchase from the company I work for is because I work in a lab and we don't sell frames. This is crazy!

I already tell you that I have not received the package yet. I guess that I lost my money

Glasses came in wrong size which I sent back at own expense. Coolfames said they would reimburse this cost but did not. They then sent replacement glasses to wrong address. I am now trying to get a refund via paypal resolution centre as the company simply ignores my emails. I would strongly recommend not buying from this company.

Very high hidden custom charges. Rude and arrogant customer service dept. when questioned.

The return policy, which should be fully written out on the home page, is unreasonable and its terms are ambiguous. Why is there a “20% restocking fee”? Is it more expensive to restock higher priced glasses than lower priced ones? How silly! And that 20% fee is in addition to having to pay to return the unusable glasses (which, by the way, were authorized by CoolFrames for progressive lenses but which my optometrist said would never work because of the out-sized nature of the lenses). So many retailers absorb return shipping costs and I can’t imagine Nordstrom charging a return shipping fee let alone a “restocking fee.” And what does the “10 day” return window mean? Often it is impossible to even get an optometrist appointment within that time frame! And 10 days from receipt to receipt or receipt to posting, and WHY so short a window? All in all, I was dissatisfied and am happy to share my experience with others. As anyone knows who wears glasses, buying new glasses (often with a new prescription) is NOT the cookie cutter experience. CoolFrames is marketing their product as if it were.

I was prompted on the website to enter my prescription and frame measurements. When I received my new glasses, the prescription was not in the lenses. I called and spoke with a very rude customer service representative who told me I'd need to show him on the receipt where my prescription was entered in order to get the correct lenses. I'm highly disappointed with the website and customer service.

Slowest shipping I've ever experienced. I don't know how everyone else is getting such "fast shipping" but they didn't even pay for Priority Mail, just First Class which has the most variable shipping times. Paying for their "Express" option is $50 more but only gives you an extra business day or two in difference, which isn't worth it. Also had to pay extra money in duties and taxes as it passed Customs. I haven't even gotten my glasses yet, and regardless of how good they are when they arrive, my experience with CoolFrames has already been bad. On top of that, their return policy is nonexistent, and you only get credit towards another pair of glasses, which you probably won't need once they're delivered because by that time your eyes will have aged another ten years. Edit: just checked my tracking and the expected delivery just got suddenly extended with no reason provided. Called Canada Post and found that their shipping standards are vastly different from CoolFrames. CoolFrames promised 5-12 business days after shipping for arrival, and I got the "Your order has shipped" email on July 8. However, USPS didn't get shipping info until July 11, and so the post office thinks nothing is wrong because their standard is 6-10 business days from July 11. I leave the country in three days and the delivery date has been extended so that I won't be receiving them before I'm gone, even though when ordering I counted the days to make sure I had enough time to receive them. Just a note, if anyone is writing a bad review even BEFORE they've even received their product, you know the company is truly, truly incompetent. Do not ever purchase anything from CoolFrames. I will never recommend this place to anyone. Edit #2: it's another day, and just checked the tracking again. Delivery was extended yet again.

never got my glasses