Cool FramesReviews of coolframes.com

The problem I had was returning the item. I didn't realize that there is a 20% restocking fee, because it isn't stated until several paragraphs down on their return policy. Then, when I attempted to exchange, the exchange invoice is basically whatever the seller decides. They write up the exchange upon receiving the returned item. Shipping costs, applicable discounts, even the price are at their control. I hope they will improve on their communication so customers will return. For one, I will not.

People beware before buying . I had a bad experience buying from these people. I had ordered a set of oakleys fuel cells (black grey history text color ) and got back a camo colored frame . I've tried everything to get my refund . I called luxatica ( company they order from) to try to explain my situation and they didnt even know who or what cool frame was . This is when I knew I was out $200. I would shop else where. Please beware i would hate for this to happen to other customers.

I was attracted to Cool Frames because of their offer of glasses for broad faces that mainstream providers don't sell. It took over 8 weeks for the glasses to reach me and had to pay an additional £24.00 customs and handling charge. My nightmare began when I returned the glasses for a smaller frame. Firstly, I had to pay almost £13 for postage to the US. Then followed a fee of $20 for replacement lenses and postage, a waiting period of another couple of months and a further £24 on customs and Royal Mail handling charges. A pair of prescription glasses advertised for £57 ended up costing me over £130. Be warned!

Glasses arrived after 2 months and with £25 customs charges. Be warned!

Sent me the wrong glasses. I called in the error and not even an email sent regarding the problem. To make things harder- I'm in Canada. I'm very disappointed and still am without glasses.

Scam Frames Beware of this company, they scammed $20.00 out of me. Check their other online reviews yourself. I, unfortunately for me, ordered a pair on non prescription standard production sunglasses from them. 31 hours after the sale they sent me an email that they "ordered" the glasses from the manufacturer and that it would take 1-4 business days for them to be received, not by me but by them, and that they'd update me when more information was available. As the glasses could be had next day and at a lower cost from Amazon, I moved to cancel the order. There of course was a catch, their policy is you have to cancel in the 1st 2 hours or they will charge $20.00. A great business model, sell something they don't have, wait 2 days to tell the customer and then keeps $20.00 because the customer did not inform them in time. I called their customer service (funny name) politely explained the situation and asked that considering the circumstances would a full refund not be in order. I was told no by the phone rep as my lenses needed to be specially ordered and once received by them, inspected for quality to ensure my satisfaction. I just laughed, as I have previously mentioned I ordered ready made glasses, out of the box glasses. I then emailed their customer service department, who did not send a reply. As for the company itself, they say "CoolFrames has proudly been independently owned, and family operated since 1997!" and "Our goal is for you to be 100% satisfied with your purchase! We strive to make sure every order is perfect.......to ensure 100% satisfaction." My satisfaction level is -20% One might think that a proud family business would do the right thing, they did not. Just keep that in mind. I also posted this on their FB page, I will be amazed if this actually gets posted as they conveniently review posts prior to their being seen by the public, I don't wonder why. Since my 1st review, the sales department did, though only indicating the order was cancelled and a refund less $20.00 was made. $20.00 for what?

So far terrible. I used my insurance to purchase frames that were $167 plus upgraded the lenses for $35 coming to a total of $185 after a 10% discount for using insurance. Now, my insurance covers $150 on frames and has a $0 copay for lenses. My total should have been *at most* $35 if the upgraded lenses weren’t covered. My total of a $185 purchase was $96. Then they “accidentally” charged my card the full amount. When I called customer service they said they were going to refund the other portion but “they charge insurance the suggested retail price for frames” and they “haven’t added the disclaimer to the website yet”. This is a scam and this company is shady. I could’ve gone to a brick and mortar store and paid less for glasses i could’ve tried on.

I have ordered from cool frames a hand full of times, every time it’s the wrong size that is packaged. Most recently I just ordered again because I do love there brands, but again ordered frames on the 24 of January wrong size then did not get my new order till February 15th and they were not even packaged up correctly.