Cool FramesReviews of coolframes.com

I am writing this review as I really want to warn everybody else ordering something from them. I ordered Polo vintage sunglasses from coolframes.com as they had a very good deal on them. Ordering was quick, I got a confirmation email and I have received the sunglasses about 5 weekdays later. I opened them and the frame had scratches all over them. So, first I was wondering whether this is the style of those frames to look so shabby, so I went to the sunglasshut store and it turned out it is not supposed to be that way (although the ones there also had some scratches and the store manager actually said that they need to give them back because of the scratches). So I contacted coolframes.com with regards to that matter. Eventually, they said that those are not the frames they have sent to me ("I would never send out something like this, it does not come with a polo sticker on the lenses you must have bought them on the street"). I was shocked, seriously, I got them exactly like that - I even have an eye witness. So, basically that is how they do business - calling me a liar!!! I have never ever, ever, ever had an experience like this. I think it is seriously outrages. I strongly encourage you NOT to order sunglasses from them! I have ordered the sunglasses now from sunglasshat, they have very nice customer service and high quality standard. I am still in shock of such a terrible treatment from coolframes.com!!!

I paid for express service for a pair of glasses which finally came but to my disappointment they were the wrong glasses. They had assured me that they will refund the shipping fees which has not happened. I had to pay for shipping it back to them. They have now again shipped them to me but as a gift and not something that I have purchased. There reason is that they do this to save duties. Something that is not mentioned in there w They seem to be stuck in UK customs and I have no way to find out how to get them. I have called them multiple times, the courier company. Cool frames customer service department is saying that I need to contact the local postal service and check with them on what to do next. I have paid for the courier back to them, called them over 10 times and now I am stuck without any glasses and with a loss of money and feel very harassed.

DON'T BUY THEIR EXTENDED WARRANTY - they don't actually want to honor it. I thought this would be a reputable dealer that would work with customers - THEY ARE NOT, they expect an extended warranty (which normally deals with parts) to be the same as Mfg warranty (exchange the whole frame) with the customer having to return the broken one (which in my case was my only pair of glasses) for repair (as if it was going to be sent back to the manufacturer). Normally, for extended warranty especially, dealers carry parts (e.g. nose bridge) which they can work with the customer to exchange for the broken one. THESE PEOPLE DO NOT WORK WITH THE CUSTOMER, so the $30 you spend on the 2nd year of warranty is MONEY DOWN THE DRAIN (or into their pockets).

Incredibly slow processing/shipping. Your order will take 10-14 days. If you try to cancel because of the delay, you will be charged a restocking fee.

I placed an order of 2 pairs of glasses with Coolframes online: one pair with free plastic prescription lens and one pair with scratch coating. I included my lens prescription with the order. The order arrived with one pair with my lens prescription while the other pair arrived with manufacturers demo lenses. They never bothered to use my prescription for both pairs. When I notified Coolframes about the error, they insisted that I never gave them a prescription for the free lenses, in spite of my single prescription being included in my initial order. They now stated that the only way to rectify this error was for me to send the glasses back and that I would have to incur all the shipping costs. They insisted that it was my fault - I should have seen on the original bill that these free glasses would not come with a prescription lens. The bill shows this item as eye glasses, but in my opinion should have read "frames only". I had to dish out an extra fee of $80.00 for shipping. I have found Coolframes very hard to deal with and uncompromising, and I do not recommend this company to any of my family or friends.

It has been 8 weeks and I still don't have my glasses! The first pair I received came in the normal time frame. The sent the wrong color. (I wanted color #3) Apparently the website defaults to color #1 when you go back into it and put in your scrip after saving it to your cart. So that may by my fault for not double checking. Paid the shipping and send back. Couple weeks later I received the next pair. Still the wrong color!!!!! They sent color #2! Now I have been waiting a week for a return label to send these back to get the right ones. It will probably be 10 weeks before I get the right ones.

THE GOOD: Great prices, almost $100-$50 cheaper than other sites THE BAD: They sent different frames from what the site shown. They didn't get the prescription correct in both lens. THE UGLY: They admit the frame sent is different than the picture shown BUT it would still be considered CUSTOMER PREFERENCE to swap frames so I would have to pay for shipping to and from the company. It was their policy. I sent them the frames back. They said, it will still take 7-10 business days once they received my return even if they made the mistake, it was their policy. I was told NOT to buy glasses online because they won't get it exactly correct because of my type of prescription, now I believe my optometrist.

"After reading many reviews on other sites about this company taking orders and then notifying the customer that the item was not in stock, I chose to notify the company first to find out if my glasses were in stock before I placed the order. Here is the response I received from [Name]: Dear xxxxxx, The item you've specified is in stock. Please let us know if you are interested in placing an order with us. Thank you [Name] I then placed the order and this is the email I received this morning: You have recently placed an order for a pair of . Unfortunately, after checking our inventory (numerous times), it seems we do not have any more available for immediate shipment. We have contacted and received a tentative availability date of April 6. We apologize for the inconvenience, but we are doing everything within our power to get your order fulfilled as quickly as possible. We would still appreciate the opportunity to complete this order, but we will understand if you decide not to wait and request a cancelation. Please follow the link below to let us know if you prefer to wait or to cancel this order. I would have gladly waited until April 6th to get the glasses but [Name] (to me) blatantly lied to me to get my order in hoping I would just let the order go through and wait. Either way, they have a system that does not work. If she cannot tell what is in stock, she should not make promises that are not true. Their system should automatically show on the website if an item is out of stock. Prices are great. Too bad their operation is not. " Just received this response: Dear xxxxx, At the time of the conversation , theses glasses were in stock. We can confirm that the credit card, you've provided us with , has never been charged. Please let us know how we could assist you further. Thank you [Name] Really? I find it hard to believe that in less than 12 hours, those glasses went out of stock. Now as an owner of multiple companies, I would have told the customer that there is a low amount of items in stock so please hurry, or better yet, I can hold a pair for you. Knowing that this is a potential customer who has been reading not so great things about our company but is trying us out anyway. [Name], you dropped the ball. You could have easily made a new customer if you were just up front about the glasses. Good Lord, so many people in business and yet they have no idea how to run a company.