Cool FramesReviews of coolframes.com

Product came in good condition. Quality frames as chosen. I have questions about the prescription, but it's hard to reach a rep. My mediocre rating is due to the lack of availability and slow/or no customer service response. No one answers the phone, even at the proper bus. hours given.

I returned my tiffany sunglasses for repair. one arm was broke off and the other was loose. Coolframes only fixed the broken arm. very disappointed 😞

23rd September - they have arrived today! Really pleased with them, quality lenses with perfect progressive prescription. So good quality product, and not Coolframes fault that got lost in shipping, but the customer service when I asked them to follow up with UPS as tracking showed the shipment had stalled, left a lot to be desired - they simply didn't appear to want to go to any trouble. Ordered 1st Aug btw. But happy now I have my eyewear, so I've increased my rating to 3 stars from my original 1 star Original post 8th Sept 2021 - I ordered Versace eyewear frames with progressive lenses on 1st Aug 2021 - and it's now 8th Sept and I have still not received. I have emailed Coolframes, 2 weeks after UPS tracking showed frame package had not moved at all, asking Coolframes to follow up with UPS. I was told to wait another week. Emailed several times more and absolutely no response whatsoever. Very disappointing, to say the least. The sale isn't over until the item is delivered, Coolframes.

It just seemed like there was too much confusion, and once the glasses were returned I sent an email to send them back. And somebody dropped the ball. I had to wait an extra week to receive the glasses. Of all the times I've ordered from cool frames this was definitely a disappointment.

I think that a 20% restocking fee plus return shipping costs is too much for frames without lenses that didn't match the color of the same frames purchased previously from this vendor. The frames were returned in new condition with all packaging. Next time I will purchase from the doctor's office so that I can see that the actual frames I am purchasing meet my expectations.

They have. Responsive support team. But dosent give you alternatives to help in some situations. And lack of info. When. You buy. , in my case the order took a long time. Becouse it must to be import to US from grrmany. And then to my place. Aslo they dont estimate the cost / rates of import fees. ( other stores do). Is an average store

I received my frame and it was faulty. Very loose. Waiting for a the replacement. Still haven't received it. We'll see how long it takes to receive it . The only reason 3 star because of the faulty frame. and they r charging me for shipping, John told me I didn't have to pay shipping as i couldn't print the label . I called another time and spoke to a girl who told me that I would have to pay for shipping. She was lacking customer. service skills.and was curt and not very nice. I didnt get her name, but I'm sure u can check who i spoke. with. I want to say her name was Danielle.(not sure) Either way, she needs to learn how to speak.to customers. John was super nice in this matter. Only speak to John if u need help w anything.

Challenging return/exchange process and communications. I purchased a frame, and decided to return it for a refund. The process was initiated on the same day as the frame was delivered. According to USPS tracking the return package was delivered a few days later (March 4). I have sent over 10 emails asking for an update on the refund, and each time I received a different reason why the refund could not be processed. After 10 days (March 15) I was told the package had not been received, which is odd based on the USPS delivery confirmation from March 4. I don't know what happened. Eventually, coolframes.com did process the refund (the above post might have helped), so I assume they retrieved the return package. Therefore, I increased the store rating from 1 to 3 stars. Note: for full disclosure, the initial delivery of the frame was fine, on time, and the correct product.