Cool FramesReviews of coolframes.com

Response from Cool FramesMay 25, 2018

thank you for your order. the original order had no purchase of lenses and we only charged you for a frame, there was no attachment or email or fax of your prescription. we are happy to install lenses, but they have to be purchased. we have many daily orders and many of them are without lenses so your order did not raise any red flags as the reason we did not reach out to you. we shipped the glasses to you as you requested two day air. the glasses would have to be returned for lens instillation and is permitted after order without lenses is shipped and delivered, but the cost of return would have to be to the buyer. we have many people do that as people want to try on the glasses sometimes before lenses are installed. we respond to emails usually within 24 business hours and our phones are up weekdays 9am-6pm ready to answer all questions. we have reached out to you for payment for the lenses several times after receiving your glasses back. Lee

Response from Cool FramesMay 25, 2018

thank you for your purchase, we understand that our customers want their purchase as quickly as possible and we do our best to get all products shipped within our listed shipping times 1-4 days for all none Rx orders, in this case the order placed Monday the 23rd of April was shipped two day air Thursday and they product delivered on the 30th of April second business day after we shipped.

Response from Cool FramesMay 25, 2018

to explain the horrible experience probably stems from the fact that it took longer then normal to ship this product and we are definitely very sorry about that. the frame was not available in the United States and we had to get them from Italy, then the Rx was a custom made product due to an out of range Right eye, both lenses had to be made custom. we are sorry for the delay and hope at least the glasses are perfect and are enjoyed for a long time to come. Lee

Response from Cool FramesMay 22, 2018

Mr. Johnson thank you for your order 03/8/17, you notified us the frame had broken and upon reaching out to the manufacturer we were told the frame is no longer being made. with that said we did tell you that the manufacturer was willing to exchange for another frame and we would provide new lenses to you in exchange. this was back in January and we did not hear back from you. we did not turn our back on you and offered what we could, a new frame as a replacement to what you had basically an even exchange and we would also exchange the lenses for you. sorry that you would not buy from us again, but we have not heard from you back in January and we were willing to help during that time being it less then a year from time of original purchase. Lee

Response from Cool FramesMay 18, 2018

thank you for your purchase, we are aware that sometimes purchased eye wear on line may not fit so we provide an opportunity to exchange and offer equal value without any loss of the purchase price. we also offer full store credit for future purchases if our customers are unable to make a decision on the exchange. our exchange policy is available to anyone to read and is a requirement to acknowledge prior to purchases. the restocking fee only applies if our customer does not want to exchange and requests a refund. our vendors charge us a fee to return frames without replacement and at that point we lose all the shipping fees that are involved in first getting the product to us and returning to our vendor plus we usually pay the cost of shipping to our customers. the fee is not to be mean it is at that point to recoup our cost of returning the frame.