Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames Reviews | Read Customer Reviews of coolframes.com

Cool Frames reviews

Showing 754 reviews with 1 star · Clear filters

Jacquie
Mar 13, 2017
Never received my order
After having the exact frame break I ordered a replacement over a month ago and still have not received it. I e-mailed the company and no one contacted me to explain what the problem was.
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maverick
Feb 28, 2017
Beware unexpected charges
Please be aware that cool frames.com is based in the US so if you live anywhere else, you may be subject to customs charges. Their website fails to make this clear - except in the small print - and if you challenge them, they are thoroughly unsympathetic, simply trotting out what are clearly phrases from an unconvincing script.
Response from Cool FramesMar 1, 2017
Hi Paul, The UK is one of the few countries that tax medical goods (spectacles) upon import. Any additional fees are imposed by the UK Government upon import. As you can understand, we are not in control of what the UK Government through HMRC charge in VAT. The only thing we can do is inform our customers at checkout that their order is subject to VAT, as we do (highlighted in red in 3 places on our checkout page, and in our shipping terms and conditions that must be agreed upon before an order is placed), and keep our prices low enough that even with added in VAT on top we remain competitively priced with local competition. With that in mind, it is not entirely an "unexpected charge" or anything that benefits us in any way. Have a great day!
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Out of P.
Feb 17, 2017
Had to pay extra when received delivery
I was already frustrated by the postage taking so long (but this was the fault of the UK postal service not the sender), but then had to pay an extra fee for the glasses, this should have already been accounted for. They were helpful when I enquired about my item, but I do not appreciate hidden charges.
Response from Cool FramesFeb 17, 2017
Hi Sian, I am happy that our staff was helpful to you. However, disappointed that you left a 1-star review for something that is beyond our control. The UK is one of the few countries that tax medical goods (spectacles) upon import. Any additional fees are imposed by the UK Government upon import. As you can understand, we are not in control of what the UK Government through HMRC charge in VAT. The only thing we can do is inform our customers at checkout that their order is subject to VAT, as we do (highlighted in red in 3 places on our checkout page, and in our shipping terms and conditions that must be agreed upon before an order is placed), and keep our prices low enough that even with added in VAT on top we remain competitively priced with local competition. With that in mind, it is not a "hidden charge" that benefits us in any way, or fair to categorize it as such. Have a great day!
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Annette T.
Feb 16, 2017
Horrible return policy
Read the return policy before ordering. Will only allow 1 exchange or return but returns are subject to 20% restocking fee. Will never order from them again. Found same frames for same price without any limitations on exchange or return on another site.
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Mrs Ruth W.
Feb 15, 2017
Hidden cost
Customs charges should have been informed at postage
Response from Cool FramesFeb 15, 2017
Hi Ruth, It is regrettable that you are unhappy with additional fees imposed by the UK Government. Unfortunately, we are not in control of what the UK Government through HMRC charge. The only thing we can do is inform our customers at checkout that their order is subject to VAT, as we do, and keep our prices low enough that even with added in VAT on top we remain competitively priced with local competition.
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Clare H.
Feb 15, 2017
AWFUL return policy! Read the fine print.
The glasses we ordered were so huge they are completely unwearable (no amount of adjusting will fix how big they are), despite the fact that they are listed with the same sizes (except the arm length, which we needed a bit longer anyway) as a pair that does fit perfectly. They are also reported to be a “Medium” fit frame… there is NO WAY these are a medium. My husband has a large head according to every optician we’ve ever talked to and these are HUGE on him. They won’t even stay on his face. They also arrived very dirty and slightly bent. This is my fist time ordering from this company and I was shocked and disappointed to read the return policy of NO REFUND on lenses AND a 20% restocking fee on the frame!? I’ve ordered from 2 other online companies before, both of whom refunded 100% of my order when needed. So on a $208 order I would only receive a refund of $100. When I contacted the company to voice my feelings, I was basically told too bad "that is the policy." Will never order from here again. If I can’t trust the sizing, I have to at least trust the company to make me whole when I am dissatisfied with the product. I don’t know how they can claim to have a 100% satisfaction guarantee with such awful return policies.
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Victor
Feb 8, 2017
Never received the ordered glasses - money gone
I ordered glasses more than a month ago and Coolframes keeps telling me that they have been delivered, but that is not true. For me a customer service ends when I hold the ordered product in my hands and not when it has been handed over to the carrier. [UPDATE 15.02.2019] Of course Coolframes never filed a claim. All just words. Very unhappy with the service.
Response from Cool FramesFeb 11, 2017
Hi Victor, I apologize for the inconvenience that you are experiencing. As we discussed with you previously, the postal service has marked the package as "Delivered". They may have delivered it to the wrong address. Unfortunately, we can not file a claim until 45 days after the package was shipped. This is not our rule, but a rule imposed by the postal service. We will do our best to continue to help you receive the item you ordered.
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Dave
Jan 31, 2017
Gave my email to a third party
You bother me with emails from third parties begging for reviews, there you go: one star. This company communicates your email against your will. Avoid it. Happy now?
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