Cool FramesReviews of coolframes.com

I ordered two pairs. I live in the uk and had to chase them up when they didn't arrive after 6 weeks. They said they were currently in Quality Control. Two weeks later they arrived. Slow, but good glasses, good price, no customs charge. However a lens on one pair was seriously cracked. They asked me to return them: Extra cost to USA. When they were sent back to me they also incurred a customs fee. So all in all the money saved was a false economy. They did not offer to reimburse the return postage cost even though it was clearly their own fault. In general a really weird experience. Can't work out what planet the owner must be on thinking it's ok to let staff treat customers like this. Just a weird, weird experience!

Really horrible experience with coolframes. I purchased a pair of eyeglass frames from them. Firstly it took two weeks to get to me and when I got the frames, they were badly warped. Upon contact with coolframes staff, they were unapologetic and rude. They suggested that I bring it to my ophthalmologist and get them straightened! I decided to return the damaged frames and not only did I have to pay return shipping but also a 20% restocking fee since I did not want a replacement. Absolutely ridiculous and their return policy is not clear especially when it comes to goods damaged where they are at fault. Very disappointed and hopefully this review can prevent others from having the same experience.

Ordered a pair of frames from them and waited almost a month before even getting them in the mail...only to find out that they were faulty and lenses couldn't be put into them. So I requested a replacement pair..but was fought about it because the "two day echange policy" had already expired. After arguing with them, they finally agreed to send me a replacement pair but I had to pay the shipping fees (and extra $20). Yet again, I received another faulty pair of frames that lenses could not be put into. At this point I was completely fed up with the company, so I asked for a refund of what I originally paid. They, of course, refused and told me I was at fault.

I found a great pair of glasses at a good price with Coolframes. Having a UK web address, pricing in £ and offer of free shipping I guessed these were a company in the UK. It wasn't till I ordered my glasses that I discovered my glasses were in fact coming from the US. So not only did they take an age to process my order, then another two weeks to deliver and then I got a note from the post office to tell me that I had a £26 customs charge to pay. Not happy. They have responded that the customs charge notice is on the shipping page. But if you, like me, don't bother to look there you will be massively out of pocket. UPDATE: they also got my prescription wrong now have to figure out how to get the lenses changed without being further out of pocket

Ordered a pair of glasses from the .co.uk site. Incurred custom charges of over 33% of the values of the purchase.

This company made mistake after mistake with my glasses, charged me more, then said they didn't charge me. Sent me back my glasses several times incorrectly and claimed ignorance on all of it. Cancelled part of payment and have started a dispute through my bank to return funds. They gave absolutely no help or offer of refund after so many mistakes. This company is rude, incompetent and does not own up to their mistakes. Glasses are a medical device and continually telling your customer to go to another facility to have their glasses checked and re checked and adjusted for FREE on another companies back is unacceptable and a terrible business practice. Patient care is important and they have no idea what they are doing. Don't waste your money!!!

I ordered a pair of glasses that said "black on black" I used the chat to ask and verify they were all black The legs are actually green I messaged them and sent them a picture of the green and they said to send them back in and they would replace them for black So i mailed them in at my expense only to be told that all black isn't an option. If i wanted a different pair i would have to pay a processing fee So i agreed to keep the original green and black and asked them to mail them to a different address because i am on vacation now. I wrote the address 3 times in our email and i wrote it on a note in the box i mailed them. They assured me they would AT LEAST get that part right. Sure enough they didn't and sent them back to the original address. All in all i bought a false advertised pair of glasses and customer service did NOTHING for me.

I ordered a pair of glasses and immediately received an email stating that they were not in stock and that they would provide a "full refund". I hadn't even seen the charge yet so I assumed perhaps it was a generic email and hadn't been charged to begin with. Then I saw the charge for $442.45 (CAD) on my credit card. A couple of days later, I saw a refund of $419.27. If this was my error or I didn't like what I ordered and had returned it, I would completely eat the cost due to the exchange. However, the fact that I was charged for something that was never in stock to begin with and then I lose money in the return makes for an exceptionally poor customer service and I told them as much. They responded immediately and apologized and said the only thing they can do is apply a credit on their website for my next order and suggested that I look at their inventory for other options I told them, in no uncertain terms, that I will not use their website for ordering so the credit is useless. I also advised them that I would write this review. They thanked me for taking the time to let them know of the problem. AWFUL!