Reviews

Review Details

• Review fromJay W

  Date: 12/15/2023

  Terrible experience!! It took them 4 times to get my lenses right. They charged me postage every time I had to return them AND wanted to assess a processing fee. The final straw, was they wouldn't let me return for a refund. They said their service was non-refundable, so they held my $375 hostage for over 2 months. They also had me go get another eye exam (no change) as well as going back to get more eye measurements at my expense. I wish I'd read these reviews first. ****** learned!

  CoolFrames.com

  Date: 12/20/2023

  you in put the rx wrong and we changed it for you - sorry for all the troubles - would you take a credit of $100 towards your next purchase or a free set of lenses - lets do a call

• Review fromMargie O

  Date: 10/19/2023

  Do not buy from this company! They charge a 10-20% re-stocking fee if you return. Of course you're going to have returns, you don't know what the frames look like until you receive them & try them on. There are other on-line websites to purchase from that do not charge a re-stocking fee.

  CoolFrames.com

  Date: 12/20/2023

  Thank you for taking the time to share your feedback regarding your experience with CoolFrames.com. We sincerely apologize for any inconvenience you may have encountered with our return policy.
  We understand your concern about the restocking fee, and we appreciate your feedback on this matter. Our aim is always to provide the best possible customer experience, and your input helps us improve. We do have a restocking fee in place to cover the costs associated with processing and inspecting returned items. However, we acknowledge that this policy may not align with the preferences of all our customers.
  We want to assure you that we value your satisfaction and are continually working to enhance our policies and services. We do have alternatives for customers who prefer to avoid restocking fees, such as contacting our customer support team to address any concerns or questions about product details before making a purchase.
  We understand that there are other online retailers with different return policies, and we appreciate your feedback as it helps us remain competitive and responsive to customer needs.
  If there's anything specific you'd like us to address or if you have any further concerns, please feel free to contact our customer support team. We're here to assist you and make your shopping experience as smooth as possible.
  Once again, we apologize for any inconvenience you've experienced, and we hope you'll consider giving us another chance in the future. Your satisfaction is essential to us, and we're committed to improving our services.
  Thank you for bringing this matter to our attention.

• Review fromNicole T

  Date: 09/07/2023

  I ordered a great pair of Prada frames. It took over a month for them to arrive. I had ordered and paid for prescription lenses and when they arrived they only had reading lenses in them. I contacted CoolFrames and they tries to blame me when they clearly made a mistake. Ripped me off the $63.00 for the lenses and I had to get them done somewhere else. Not ever shopping there again!

  CoolFrames.com

  Date: 12/20/2023

  We sincerely apologize for the inconvenience and frustration you experienced with your recent purchase from CoolFrames.com. Your feedback is essential to us, and we want to address your concerns.
  First and foremost, we want to extend our apologies for the delay in the delivery of your Prada frames. We understand that waiting for an extended period for your order can be frustrating, and we are actively working to improve our shipping times.
  Regarding the issue with the incorrect lenses, we deeply regret any confusion or mistake that occurred during your order processing. We take responsibility for this oversight and understand that it was not your fault. It is our duty to ensure that your order arrives exactly as specified.
  We acknowledge that you paid $63.00 for prescription lenses, and it was not your responsibility to correct the error. We are committed to resolving this matter to your satisfaction. Please contact our customer support team with your order details, and we will gladly issue a refund for the lenses that were not provided as ordered.
  We understand your decision not to shop with us again, but we hope you'll reconsider. We are continuously working to improve our services and policies to provide a better shopping experience for our valued customers. Your feedback helps us identify areas where we can enhance our operations.
  Once again, we apologize for the inconvenience you've faced, and we appreciate your patience and understanding as we work to make this right. If there's anything more we can do to assist you, please do not hesitate to reach out to our customer support team.
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.

• Review fromReu L

  Date: 08/02/2023

  I shipped my glasses back on July 11th because they were scratched up, paid the $9.95 invoice. Only July 19th, I received notification my order was shipped with a track package button. However, there was no tracking information available. I kept calling and was told the warehouse is backed up and someone would call me back. After weeks of attempting to find my order it was determined it was never received from the shipper ********* **** even though **** signed for it. I had previously shipped the glasses back and the same **** had received it before. **** was suppose to call me back but never did. I was told I had to open a claim with the shipper (staples, ****. I opened a claim with Staples shipping center and they are starting an investigation. They mentioned that the most they will pay for the lost item (if its determined lost) is $100 + shipping costs. So Basically, I am potentially of a $,1,564 pair of Cartier eyeglasses without any resolution or investigation from CoolFrames. The service by coolframes.com has been unacceptable.

• Review fromMark M

  Date: 07/16/2023

  I ordered from this website in late November 2022 prescription, glasses frames silhouette. Match prescription lenses were to be transition and none scratch coating. Insulator my glasses do not change in the sun and my lenses are scratched.Call the company a week ago told him about it. They told me that my warranty was expired mind you I ordered these in late November and it is now middle of July, so can I say bad customer service and shoddy workmanship would not do business with these people at all Would not stand behind anything

• Review fromAJ T

  Date: 07/02/2023

  I would do zero stars if I could. I spent over $100 on a pair of ******************************, because the pair I have been wearing for years is broken. What I got in the mail felt like a joke. There were two bags. One was labeled as the *** frames I wanted, and the bag was EMPTY. And he second bag was a pair of tapout frames, that were small and square and looked as if they were for a small boy. I emailed the company twice about an exchange (not even a refund. I just wanted the frames I paid for) and was given a passive aggressive automated response saying according to the system, I got my item, even though I provided pictures. Then I tried to dispute with the company I paid for it with, stating what happened and providing pictures, then they closed the dispute, so I dont trust whatever third party payment company they promote through their website either. My next step is disputing with my bank. All I wanted were the one set of frames I paid for.

• Review fromSaood Q

  Date: 06/06/2023

  Got it right one time and lense instalation was easy

• Review fromCarlos L

  Date: 06/05/2023

  Excellent thank you sir. See you on next purchase. You guys very professional, first class.

• Review fromLaura L

  Date: 06/03/2023

  The Revolution frames with magnetic sunglass clip was exactly what I wanted. The customer service representative I spoke with was very pleasant and helpful when I called to check on whether the frame was in stock. The color I wanted was out of stock so the frame needed to be ordered from the manufacturer. It took a couple days for CF's to receive and ship, but I had the frames within a week. This is the second time I have ordered frames from this company as my opthmalogist doesn't stock the magnetic clip frames. Have been completely satisfied both times.

• Review fromMilagros R

  Date: 06/02/2023

  Im a bit shocked at some of the reviews for this company. I came across this site simply looking for the same exact frames I had previously bought from a local vendor which I loved and couldn't find anywhere. It was at that point that I saw that they can also do the lenses. From the cost, the call to confirm my prescription selection, and the correspondence on email-everything has been awesome and professional. I just received my glasses today and I couldn't be happier!! Great service and product.