Cool FramesCoolFrames has proudly been independently owned, and family operated since 1997! As an authorized retailer of all of the brands we carry, all eyeglasses, sunglasses, lenses, and goggles come with a standard 1 year manufacturers warranty, and are guaranteed 100% authentic. Your order can be shipped worldwide, directly from our New York boutique.
Cool Frames (coolframes.com) has 4,546 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
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Vision & Hearing · New York, New York
Excellent
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Excellent
Vision & Hearing · Champlain, New York
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Vision & Hearing · Garden City, New York
Excellent
Showing 754 reviews with 1 star · Clear filters
Michelle H.
12 working days later and the item still hadn't arrived. I had emailed twice previously as I thought there was an issue as the item hadn't had any movement since leaving London days before but they just told me to wait longer. The item still isn't here and I have asked for a refund but they are yet to respond.
Pleased C.
First time purchasing from Coolframes! I will definitely use them again!
sandra do couto M.
I bought a pair glasses frame from them and paid $30 shipping for next day delivery. It arrived a week later and I was out of country already. Sent an email to the store, and they ignored the issue completely! Thank goodness I've paid it trough Amazon, otherwise I would have lost $190 because of this store!
Gemma M.
I was told these would arrive in 4 days, 2 weeks later I still don't have them, called to enquire of their whereabouts and got an unfriendly reception with no real info as to where they might be
Judy M.
I ordered on a Sunday and of course they were closed. I phoned on Tues. because I figured they'd have shipped by then since I only ordered a frame and not lenses. The recording says they are open 10 AM to 7 PM. I phoned at 5 PM and it said they were closed. So I phoned at 10:30 AM on Wed. and again they were closed. Sent them 2 emails and they didn't bother to answer either one. I should have ordered from Frames Direct as I have had excellent customer service from them.
Michael M.
michael from switzerland,place and oder for a pair of versace glasses on 27september 2016, i was sent an email for my oder confrimation,in some couple of days i recieved another email from cooll frames requesting for a copy of my identity card and mastercard front and back for verification,i sent a copy of my ID and master to cooll frame, in a few hour time a recieved another email from cooll frame saying my oder couldnt be veryfy that i have to contact my bank for refund of my money,,, i contacted my bank and i was advised to lay complaint against cool frame because my credit card was chargerd the sum 199dollars by cooll frames .this eem to be scam site
Response from Cool FramesOct 5, 2016
Hi Michael, I am very sorry for the problems that you have encountered. As an online retailer, we use a third-party company to screen all transactions for potential fraud. They score each purchase, and let us know if there are any concerns. Our staff should have been more transparent with you about the reasons why your order was flagged. Our fraud screening company reported the order as having been placed with a lost or stolen credit card. They do make the occasional mistake, however that is why our best advice was for you to contact your credit card company and have the charges reversed. Once we receive that warning of potential fraud, we are unable to reverse the charges ourselves. I am sure this was all a misunderstanding, and I apologize for what must have been a very frustrating ordeal for you.
Robert R.
Offered as free delivery but then had to pay £15.55 customs charge & Royal Mail handling fee! Sent email to Cool frames regarding this, no reply, poor service.
Response from Cool FramesSep 28, 2016
Hi Robert, I am sorry for this misunderstanding. I have checked your order and see that we did indeed provide you with free shipping, as we promised. However, we have absolutely no control over what your country charges you to import products in to the country. My understanding is you are charged the amount the sales tax or VAT would have been, had you purchased the item in the UK.
Kirsten
The only positive experience was then accepting my order. It was wrong. It was late. And there was no apology and not expedited shipping even though they said they would expedite and flat out lied about it and when I emailed them to tell them so, they just didn't bother responding. Horrible customer service. DO NOT buy a thing from them or you risk having it waste your time and cause unnecessary frustration.
Response from Cool FramesSep 27, 2016
Hi Kirsten, As one of the owners of CoolFrames, I am sorry to hear that you were disappointed with your purchase. It should be our customer service teams goal to make every purchase a positive experience. If you could e-mail me your order number at [email protected] I will see what I can do to compensate you for the unacceptable experience you had. Thank you!