Cool FramesReviews of coolframes.com

Dont buy it! bouth something that the website shows the item in stock and was never shipped when i asked them they told me that was back oreder, i request to cancel the purchse because it was a gist and was not going to arrive on time, they charged me a $20 for cancelling something that they could not ship.

They owe me money and are refusing to deal with the matter. UPDATED: December 10th, 2024: Moments after I posted a negative review describing my experience with the company, its owner, Lee, reached out for a conversation. Lee, was understanding of my frustration and did what I felt, was the right thing to do. Any additional charges which I unnecessarily paid, and return shipping costs, were both refunded. I was in need of another set of glasses and Lee helped me through the process from front to back. Admittedly, I was initially upset, however, I feel much happier with this result. Thank you kindly, Andrew

I ordered frames with prescription lenses. Multiple issues and unhelpful customer service that I've called multiple times now. First, they have a misleading lens ordering process where by they don't tell you how long it might take up front (it lets you pick fast delivery 1-2 days for $9.99 but that's "after the lenses are made" (which can be 10-14 business days) but that is only shared after you have paid and in the order confirmation email. Secondly, it lets you pick blue light protection as an option (for no $s mentioned) when building your lens but it doesn't add it "unless you pick an "optional" upgrade" later for $149. Why give option earlier and then say it's optional? After I called them to cancel the lens due to above issues, they wouldn't and shipped it to me regardless. The lenses are also blurry and not usable. I've called them again and still no resolution. Can't get to a supervisor either. Not a clean business (misleading).

I order Tom Ford glasses, six months later the frame brakes, manufacture defect. They honored the warranty; however that left me without a good pair of glasses for over a week and they charge a processing fee. Then the replacement I received also broke 4 months later, in the identical spot. When to a store saw same glasses except these ones has an additional weld where my 2 broke. Point being this a issue known by the manufacture an I should of gotten my money back as you all are selling defective products. My recommendation go to a Brick an Mortar store, better service.

I rushed to order a pair of glasses before a trip, and the confirmation email gave me a completely different arrival date from what the website said when I placed the order. Upon trying to cancel, I was told they could rush it and get it to me in time. The glasses arrived on time but were not made correctly, and the vision was off in one eye. Upon contacting customer service, they could not give me any answers and only said to wait for an optician to call. When I returned the frames to be remade, I was told that the axis was wrong and not made correctly. Their quality control should have never allowed those frames to be shipped with incorrect lenses. There was no option to return and refund my order even though they were at fault for the issue. I am still waiting for the corrected pair to be returned, with nothing but silence from Cool Frames.

Horrible, got my glasses scratched, returned the glasses, asked for a refund, but never got one. Waste of time.

Aqui esta la review en ingles: My experience with CoolFrames was absolutely disastrous. I received a defective pair of glasses, so I returned them expecting a decent repair or replacement, but instead they sent me an even worse pair, with clear signs of wear and tear, as if they had been used before. To add insult to injury, they charged me a $20 "restocking fee" for returning their own defective product, which is unacceptable. The lack of quality control, atrocious customer service, and blatant disregard for customer satisfaction left a sour taste in my mouth, so I would not recommend CoolFrames to my worst enemy.

Customer Service is absolutely terrible. I ordered a pair of Versace Sunglasses. Upon arrival, I was charged a custom duty fee. I was approached with an offer to price match, but was not warned about the fee. I called Customer Service. They said it's nothing to do with them, however, my receipt had the sender's name on it. They then asked me to send photos of the receipt, which I did, but I didn't hear back from them, so I ended up calling them but all I got was "we'll call you after we review your email". Here I am 3 business days later, waiting to hear back from them. I definitely would not recommend this company. Edit: Please show me proof of this refund you speak of? No. I will not change my rating. I stand by what I said. Your customer service is terrible. When I called to speak with the person who shipped the item, David. I was not granted my request. I then asked to speak with Lee, my request was denied. This rating is for the customer service you provide. It's a rating that's well deserved. Hopefully, other buyers can see this and not purchase with you guys anymore.