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

Nick E.
Jun 24, 2019
Really really bad experience
Really really bad experience. First, it took several months for the frames to be restocked. Then, when I decided to return the frames not only did I have to pay the return postage to US, I also had to pay a 20% restocking fee. With money I "saved" I could have bought more reliably closer to home. Never again!!!
Response from Cool FramesJun 27, 2019
Thank you for giving us a try, and for your feedback. Unfortunately, the frames you had selected were on back-order with the manufacturer and were not available. We had reached out to see if there was any other color you may have wanted, or if you wanted to wait for the back-order. We are very sorry to hear that you did not like the frames ultimately after you received them, but the restocking fee is assessed by the manufacturer for returned products. If you exchange the frames instead, you would receive the full value of the frame toward the exchange. If you have any additional questions please contact us directly: 1-888-293-4755
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Not C.
Jun 22, 2019
They charged me to return sunglasses at…
They charged me to return sunglasses at my expense!
Response from Cool FramesJun 27, 2019
Thank you for giving us a try. We are sorry to hear that you did not like the frames; as per our return/exchange policy: unfortunately the manufacturers do assess a restocking fee for returned products. If you would like to exchange the frames instead, you would receive the full value of the frame toward the exchange. Please let us know if you have any additional questions or concerns. 1-888-293-4755
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KJ J.
Jun 18, 2019
If you want glasses that you cannot see…
If you want glasses that you cannot see with use this company. No follow customer service. The manager Alex will not call when he states he will. You will lose your money.They stated they called below. They NEVER called me.It might be easier to use locals not this company. Read the 100% guarantee . That's so untrue.If the prescrition is good why can't my son see. How can you resolve a problem like this without being charged for all changes.Do not buy prescritions with a company that won't work with you.
Response from Cool FramesJun 18, 2019
Thank you for giving us a try. We have made numerous attempts to reach out to you in regard to your order. We have tried to verify everything that we can verify on our end, which is to check the prescription you've provided and compare against the prescription that was manufactured by the laboratory. Unfortunately we were unable to find any discrepancies with the lenses that were made for your order, and with the prescription you've provided to us. We wanted to reach out to you to have the lenses dotted where the pupils are, and also so we can inspect them physically in person and isolate what the issue could possibly be. Please reach out to us at your earliest convenience. 1-888-293-4755
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Mmm G.
Jun 15, 2019
Got the same D&G glasses from Macy's
Got the same D&G glasses from Macy's. The Cool Frames pair weighs 10% less at 30.6 grams & is clearly poorer quality. They charged a $40 restocking fee to return the glasses they sent. They were probably fake but at minimum were B grades. Just pay more & get legit glasses. Update: order # 1193610 Called & spoke to representative on June 15th via phone to explain the poor quality. Samantha was dismissive & didn't want to see the photos of the poor quality glasses you sent. Poor quality glasses, followed up by worse customer service from Samantha.
Response from Cool FramesJun 18, 2019
Thank you for giving us a try. As authorized retailers for all of our manufacturers, we order a brand new frame for our online customers. The restocking fee is assessed by the manufacturer for returning the merchandise to them, and we have no control over the assessment if it is determined there were no defects or exchanges for the order. However, we were not able to locate your order with us, please provide us your Order# or last name on the order so we can look this up for you. Please reach out to us at 1-888-293-4755
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Not C.
May 24, 2019
Happy with the items that I purchased
Happy with the items that I purchased, but very disappointed someone stole my credit card information and made fraudulent purchases in the state of New York!!!
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Victoria L. B.
May 14, 2019
Ordered them April 24th still have not…
Ordered them April 24th still have not gotten them! Made the mistake of ordering two pairs instead of getting one from a different company at least Icould of been wearing one by now.
Response from Cool FramesMay 16, 2019
Thank you for your patronage with us. Unfortunately your prescription lenses are being made with your vision insurance's direct lens laboratory and had arrived to us in an unsatisfactory condition. We have reached out to you with a detailed breakdown of what the expected status of the re-made lenses will be. We are doing everything in our power to ensure that your lenses are made to your exact specification (and what was ordered for us); we should be able to have your lenses completed some time next week. As a reminder you do have a scratch warranty on the lenses and a manufacturer's warranty on the frames. We hope upon receipt of the frames that you enjoy them, and are completely satisfied with the order and we have an opportunity to amend this negative experience for you.
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Shane S.
May 14, 2019
Terrible Return Policy
Got the wrong size glasses and they wanted 20% plus shipping and other expenses on the return. Kept the glasses but will never buy here again.
Response from Cool FramesMay 14, 2019
Hi Shane, We're sorry to hear you aren't happy with the fit of your frames. If you'd like to exchange for another frame, you would have a full store credit for the frame you originally ordered; the 20% restocking fee only applies when we issue a refund of the order. Unfortunately we aren't typically able to cover return shipping costs unless a mistake was made by us, however feel free to reach out to me directly and I'll see what we can do. Best Regards, Sean Talbot CTO, CoolFrames.com [email protected]
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Dave M.
May 14, 2019
NOT COOL frames.
Received the glasses but the prescription felt wrong. I took it to my local Optometrist and they told me the glasses I received were not the same as the prescription I had submitted! Not cool. They did say this was a common practice with online lens companies. Lesson learned! I’m out a couple hundred bucks but I do like the frames so I’m going to get the glasses prescription done RIGHT by professionals!
Response from Cool FramesMay 14, 2019
Hi Dave, On behalf of the CoolFrames team I apologize. Our optical lab is state-of-the-art and run by industry professionals in Brooklyn, New York, but unfortunately mistakes do sometimes happen. We'd appreciate the opportunity to make it right. Please feel free to reach out to me directly: [email protected] (502) 909-0500 Thanks for giving CoolFrames a chance. Sorry we let you down. Kind Regards, Sean Talbot CTO, CoolFrames.com
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