Cool FramesReviews of coolframes.com

Its been almost 30 days. Nobody will help everyone says they will be shipped tomorrow.

Customer service not good.

I was a loyal customer but not anymore. The lack of customer service, lack follow-up, and unwillingness to address the issue is no longer worthy of my dollars. I returned a pair of broken frames that were under warranty (with my lenses still in them) That was the first week of February. I purchased a second pair of frames while in waiting and received them. My issues is with the follow-up... there was none! I had to call twice to inquire about my glasses after the first expected date, and then emailed twice after the third. But my inquiry was met with,"Unfortunately, we do not have any control over the back ordered dates provided by the manufacturer". This I know and accept, but I shouldn't have to chase anyone down to get an update, or to have this resolved. There was no appreciation for my patronage, nor an offer to make it better. Just that the replacement frames "are on back order until May 10th". Again, I sent them back the first week in February. I get it that you can't control the inventory of manufacturer, but you can control the experience you give to your customers. Period! You can do better than that!!! ~NOT HAPPY!!! As of 4/17 I am still waiting on my frames. This is the most ridiculous and offensive form of customer service I've ever experienced online. HORRIBLE,HORRIBLE, HORRIBLE. After all this, I should not have had to pay ANYTHING! Hello, It is with regret that I have contact you again about my order. Your latest email sent on April 9 states, "Your order is ready to ship. please contact us at 888-293-4755". In response, I contacted you on April 10, and submitted payment of $9.95 (April 10 via PayPal) for the replacement frames that I've been waiting for since February (of which you also have my lenses). As of today I have not received any information from you as to when the glasses were shipped. I don't have a tracking number or anything even after paying the required fee. Can you please provide a tracking number?

Terrible company to deal with. I had to return them and pay for the return because the prescription was off. It’s been about three weeks from the time they “shipped” them and I still haven’t seen them in the mail.

Paid 19.95 for 2 day shipping. No where did it say that it takes 5 days to process so it was a week before receiving. I walked around with broken glasses for a week.

Worst experience. Initially price was great. After several weeks hadnt received my glasses. I contacted them. I had to contact at least 3 more times to get any info. Took 6 weeks to be posted. They offered me extra 5% off which I had to chase up to get. After 5 months I noticed a major fault. The lense split through no fault of my own or any misuse. Contacted them again and they said to send back via a very poorly written email which did not clearly outline the return process or cost incolved. After i sent i further realised not only did i have to pay $24 to return i also had to pay additional $22 to get the replacement sent back to me. Poor customer service. Wouldn't offer refund on a faulty product. I'm yet to receive my replacement so I am even doubtful that I will get the goods I have now paid an excessive price for.

No where does it say that any specific frames are excluded from the Promo on the front page. I went to check out thinking I would get the 20% off for ordering over the $300.00 and then it stated the frame I was going to get was not included in the Promo. Misrepresented yourself

I ordered a frame on 10th January 2019 and 3 months later I am still waiting for it. The company does NOT return my emails and is ignoring me. Please give me a refund or send the frame and reply to my emails !!!!. Poor Customer service.