Cool FramesReviews of coolframes.com

I was on vacation when my frames were delivered and I don't love them. But the return policy only give you 5 days to return! Seems crazy! Will not be ordering from here again.

Will not order anything else due to restock fee. Will use other companies that do not charge restock fee.

Terrible company and return policy

The process of buying the glasses and their prices was all great. My issue came when the frames didn't fit my face and I couldn't find a different pair for an exchange. When I wanted to return the frames for a refund they charged me a 20% restocking fee. I asked them to waive the fee since they didn't fit correctly versus me just not wanting them, and they said they can't on returns for refund regardless of the circumstances. I won't shop from them again since you can't try the frames and get a refund if they don't fit.

I dont mind someone making money off of me. What I do mind is waiting for three weeks to get my glasses. They took my money and did not even have my frames in their possession. The are undeserving middle man. They hold no inventory. They take your money and then go find your frames. In the mean time you wait......

Been 4 weeks since I ordered and still no sign of my order. Sent an email to follow up what the delay is and no reply to date. Not happy :(

In November 2017, I ordered a pair of eyeglass frames and prescription lenses for $555.00. I lost my old pair and have severe vision issues without them. I understood the delay because of the holidays and finally received them on 12/19/2017. Upon receipt the frames were chipped. I called customer service the very next day and they advised they wanted pictures of the defect, I sent them pictures clearly showing the damaged chipped defective frame and they advised me to send them back. I waited a week, called them to ensure receipt and they advised they should get the new pair in their inventory shortly. I also emailed them several times and they advised it would only be a few more business days in the several emails that I still have from them. Finally weeks later after I emailed yet again they finally told me they would not replace them because there was further damage. The frames with the chip made the integrity and structure of the frames very weak and brittle as they literally just broke and fell apart in my hand. I tried explaining this to them several times and emailed them several times explaining the damaged pair that they sent to me broke because the frame was so weak and brittle from the defect. Their response was that if they received them back in the same condition the manufacturers would take them back. It was they chip that CoolFrames had sent to me that caused them to just fall apart. I asked four times via email as well to Kindly request that they escalate to a manager and supervisor to call me back with no response or not callback from customer service or otherwise. It is almost three months later, my vision is badly suffering limiting my ability to work and drive. All I would like is for them to assume accountability as evidenced in photos of the defect, and that the defect allowed them to fall apart further and I just want my glasses back as I originally ordered them on the website. Also, I advised them three times via phone, email and a letter with the returned defective product that they fell apart. They never advised that was an issue. Even when they received them they never advised there was an issue. It was weeks later until they heard back from the manufacturer which by the way is their issue, not mine. In addition, they still did not contact me regardless advising me of any update. I lost $555 and have been impacted health wise for months with no resolve.

Horrible! 20% restock fee and I had to pay my own shipping for a product I purchased and wasn’t satisfied with. I ended paying $53 in restock and shipping cost, for s product I returned. Ridiculous! Never again! Learn what the definition of customer service means, and then how to execute it.