Cool FramesReviews of coolframes.com

Took a chance because they were the only company that carried the frames I needed. I recently had new lenses put in my beloved frames and then the frames broke. I needed to replace the frames only. I paid for expedited shipping on a Tuesday, and finally called the company 9 days later. They said they sent an email explaining the delay (not in stock) but I never received one, and yes, I checked my spam folder. Customer service was polite, but the company is untrustworthy. My exedited shipping will NOT be returned. Good thing I received a 10% for being a first time customer. I am also a LAST time customer. Hope to be receiving the frames soon.

I ordered my glasses on 11/19/25 and as of today 12/26/25 still no glasses. I was told my lenses failed quality, I wanted to love this company but I’m going to have to get my glasses done elsewhere, would not recommend this company for prescription glasses

I received my glasses 44 days after I ordered them. Although customer service is friendly, I get told the same thing that they will escalate my order as a priority and I should get them next week. Next week comes and goes and then told the same thing. Me personally, I feel the savings are not worth hassle. Next time I'll just pay the higher price at the eye doctor and support a local business instead. Lesson learned!

My glasses and lenses failed quality control two times they told me they're gonna ship it out as soon as possible.I had to wait an extra two weeks then.They waited a whole nother two days.So now I have to wait over the weekend when I paid for next day.Air, not a good experience at all

Price info is misleading. At checkout, additional "taxes" pop up with more than20% of the total cost! Also, free shipment is promised, but not delivered, full shipment cost is added to the bill.

The problem was a lack of transparency at checkout about the possibility of duties. Getting charged $140 CAD at my doorstep was a surprise and frustrating. What if I didn't have money at this time? Considering the current economy, it's likely a customer may not have budgeted for the surprise cost? Yes, it is stated in Cool Frames' policy, but I have ordered from Cool Frames before and don't remember paying duties. I would have much preferred paying shipping at checkout. Or the choice to continue purchasing if I didn't like the shipping price. Cool Frames has been around long enough and has a Canadian website where an estimate of duties is possible. If I could get a refund for the lenses, I would have told UPS to return them. The product is excellent, which is exactly what I was expecting. The glasses fit great, and I really like them. Would I order from Cool Frames again? Probably not. I would put more effort into looking for a Canadian company that ships out of Canada. Or, at the very least, put a notice on their checkout.

After one week I had to call and ask why my order hadn’t been shipped yet. I was told sunglasses were in stock and be shipped that day. I ordered on Aug 13 and they did not arrive until Sept 4. 3 weeks. I also ordered as it said Canadian, yet these were shipped from US. So I was also charged $32 duty upon delivery.

Lunettes très bien mais le prix n'est pas lisible compte tenu des droits,de douanes. Ils m ont proposé un remboursement mais en réalité rien sauf me faire perdre du temps!!!