Cool FramesReviews of coolframes.com

Just not happy with warranty process. Waited weeks on initial return for a response, then called them. Cool frames jumped on it and found out the frames I had were not available for months. I had to settle for alternate frames and pay for the difference of increased cost of the new frame vs my old one. Overall it took 12 weeks to receive my replacements. Never ordering here again. Zenni Optical is much better.

If you want to attempt customer service, just talk to a wall. I researched extensively frame measurements, looked at multiple sites for a replacement frame for my son. Went with cool frames for a reasonable price. 2 major measurements came to light. I needed OtisPiper 4001 in a 130 mm limb and 48 mm lens opening. The bag that contained the replacement frames indicates i ordered one thing, paid for it and they shipped a bag that maybe at one point had the right frame, however the bags contents clearly shows 125 mm on the limb length and when measured shows a lens measurement of 46mm. 2 options are available in this children's frame. Some sites list them by lens measurement some by limb length. 125/46 is the smaller frame and 130/48 is the larger frame. I've spent days now attempting to get customer service to recognize i ordered and paid for a thing, a bag showing the right numbers shows up but the contents are not correct.

I started with reasonable, optimistic expectations that were quickly dashed by CoolFrames. Two weeks after ordering my glasses, my order was still processing. I emailed CoolFrames and learned that the reason for the delay was that the lenses had not passed inspection and had to be reordered. This is not inherently a problem. However, I was never notified of this until I directly inquired, so I find it disrespectful that I would be kept out of the loop. A few more weeks went by and my order was still processing, so I called CoolFrames and learned that my eye doctor had not been contacted yet and that this was the reason the order hadn't shipped. Why my doctor still wasn't contacted a month after I ordered glasses I will never understand. I finally got my glasses today, a month and a half after I ordered them. If anyone reading this review had a great experience with CoolFrames, good for you. My experience however was horrible and I will NOT be dealing with CoolFrames again. Absolutely unacceptable.

Disappointing very unprofessional spoke with a customer service rep and she made me feel like I was some type of idiot and she was completely rude and really didn't want to help me I will never ever order from this place again and i would never recommend this place to anyone.And another thing they take 20% away from you when you return an item and they charge you shipping this place is a scam

Refund policy will prevent me or any of my friends from shopping with you again.

parts did not fit my frames.service was unacceptable. service rep was rude..

I ordered a pair from Canada, made sure it was in CAD and put in all my info and prescription. All went well, paid $294. when I received them they were just the frame, no prescription lens! I emailed and was told to return them so I paid to have them expressed because it already too about a month to get the frames. When they received them I was told to call them, and told that I would have to pay an addition $96 because I only paid for the frame because I was on the American website... even though I paid in Canadian dollars... I took screen shots of my entire process and they didn't care. the frame on the Canadian website cost $280.... the same as in stores here. and I paid more then that because I was charged for lenses. I told them keep it and then of course they keep the 20%...after I had to pay to send them back and they didn't want to acknowledge their mistake. Honestly, I am so disappointed. reading the reviews here I see their at least nicer in store, at least they have something going for them. If anyone is interested I ordered a paid from Zenni optical,  they are not name brand frames but are very nice, you can try them on with  picture and they cost around $20! highly recommended!!!

Doesn't make sense for a company to list something on their website that is not readily available. If you do not have an item in stock, don't list it on your website without letting customers know you don't actually have physical stock and still need to order from your supplier. Very misleading. If I hadn't called I would be waiting forever even though my payment was received almost instantly.