Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames reviews

Showing 179 reviews with 2 stars · Clear filters

Dirk F.
May 14, 2022
Very poor experience, and customer service.
My friend and I both ordered a pair of the same frames. When I received mine the prescription was incorrect. This site out-sources their lenses from another company so there is a possibility for an error. They refused to send me the correct prescription and kept telling me that they were correct. After about 5 emails I was over it. Since it was through my insurance I had to pay out of pocket for the correct prescription lenses at my brick and mortar eyeglass shop. Even they looked at the lenses and said that these were no where close to my prescription. I showed them my order and we both verified that I had sent cool frames the correct prescription. My friends were fine and had the correct prescription. I’m giving a 2 star just because the frames were a good deal. Their customer service -5 stars.
Response from Cool FramesMay 14, 2022
8/16/2022: Hi Mr. Funk, I'd really like to be able to fix the issue that you've had. Would you please email me at [email protected] and we can discuss what happened? Thank you, Ashley C. coolframes.com Mr. Funk, I am sorry about the lens issue. We do not out source the lenses they are all finished in our stores lab. We will do our best to swap the lenses for you, never want anyone to have a bad experience with our store. Please reach out to me directly and I will arrange a swap. Lee W. Ext 506
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Gilbert S.
Jan 16, 2022
Order is Simple, Shipping is Complicated
I only gave two stars because order isn’t complete until I receive item and at this point checking order status, I believe this is the hard part, it’s called “dragging feet” processing, it’s all about patience from the time I placed the order
Response from Cool FramesJan 31, 2022
Hi Mr.Sosa, Would you please email me at [email protected]? I'd really like to discuss your order experience and what you think of the order once you received it. I look forward to speaking with you. Thank you, Ashley C. coolframes.com Thank you for your review and for your order. The item has since been delivered to you and we hope you like it. IF you would please rate us now accordingly. Lee W.
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Paula
Oct 24, 2021
Returns weren't free!
Returns weren't free!
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olivier P.
Oct 22, 2021
They charge 20-30$ if you decide to get…
They charge 20-30$ if you decide to get a refund. Of course it's not obvious when you make your order.
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Gerri R.
Oct 22, 2021
I paid extra to receive my frames in 2…
I paid extra to receive my frames in 2 days. It came in almost 2 weeks time
Response from Cool FramesNov 10, 2021
Thank you for your order, we did ship your item 2 day air following the processing time of receiving your frame 4 days after your purchase. Shipping method does not include processing time for items not in our stock. Lee W.
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iman
Jun 28, 2021
The company is great,excellent…
The company is great,excellent communication and great pricing But the frame itself is poor quality It's broken after 2 days
Response from Cool FramesJul 8, 2021
Thank you for your order, we are grateful for the order and as you are and were made aware the item is fully covered under warranty and will be exchanged at no cost to you fro a period of one year. Lee W.
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Mr. Y.
Jun 27, 2021
The Product was not up to par.
The service you provided was Great however the Product was not up to par. We went to a local eyeglass store to have the bows aligned to keep the glasses from falling off his head and they told us that the spring in the left bow was very weak and would not last much longer and will break? I would say that for new frames this would be highly unusual.
Response from Cool FramesJul 9, 2021
Thank you so much for your order. When a frame is purchased without lenses like in your case we only make sure they are straight before leaving here. We understand the eyewear will be taken to a local shop for lens insertion and the final adjustment is made there. The frame has a one year warranty against defects. Lee W.
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Laura G.
Jun 25, 2021
Disappointed
I’ve been wearing glasses for 56 years. The glasses do not fit as they should. I have another pair in brown. I also have several pair that are size 48. When I received the glasses they appeared to have been around and handled. Did not appear to be new.
Response from Cool FramesAug 26, 2021
thank you for your order, all of our products are brand new as they are all ordered for each individual sale. If you need to have the eyeglasses adjusted or want to exchange them we are here to help. Lee W
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