Cool FramesReviews 1,492

I have ordered a total of three prescription progressive glasses from CoolFrames in the past few years. Total for all three was just under $500.

The third set came with the wrong lenses (did not match order). I sent an email, they wrote back to send the glasses back with a note inside detailing the order number. I sent the glasses as requested. Then I received an email that my glasses had arrived but I did not include the little envelopes the frames came with. That they need the envelopes in order to have their supplier redo them - otherwise they get charged $19.

There was no mention of the envelope in the original email. I forwarded a copy of the email, which I followed to the letter. Rather than reading the actual attachment, the service rep (Eton) insisted I did not follow instructions and that my rework would be held up until they received these envelopes. That's right, over $19. In all, it took a month to finally get these glasses.

It's now over 6 months later, and I am looking over old emails. I get one free pair of glasses per calendar year with my insurance. Eton's tone was so condescending that I've decided to take my money elsewhere. It's a shame, because other CF reps (Sam, Gina) were quite awesome.

If a rep can do this blatantly and with no intervention by a manager, something is just off about their culture and processes. I cannot bring myself to chance it again.

My purchase with insurance was a joke. After months of debating ordering my 1 pair of prescription frames and lenses turned out to be the worst experience with any online retailer. And the customer is all willing to help until you have an issue or need to return or exchange the eyewear. This is truly the worst online retailer that I've ever dealt with for a return or an exchange besides the fact they refused to refund my insurance even though they are out of network and barely were paid anything by my insurance the rest was my out-of-pocket

I called several times and was told my glasses were on back order; I have been waiting 2 months and paid over $600 for designer Mykita Frames! I was able to get a new pair on EBay within just 10 days, yet am still waiting on CoolFrames! They have NOT sent any pro-active updates. Giving them one last chance before I report to my bank as fraud since I'd still like to have them as a spare. (The EBay pair were also $200 cheaper!)

I'd give zero stars. Their lenses are crap and they don't take responsibility for their unacceptable lenses. No ability to return without losing half of what you pay for restocking and lens non-refundable fees. Their customer service is worthless. Beware and know that these are not optometrist level lenses. They'll give you a migraine and make your head spin. Completely useless product!

This is a phoney site! Do not buy anything from this fake company… I wished I had read the reviews on Yelp before I purchased…… i finally got hold of someone and they said I never paid and that they wanted my bank info to prove it
Please if this happens to anyone else call your bank and have your monies reversed. You just have to call the fraud department.
Luckily wWells Fargo took care of it for me….
Erin

I have NEVER had ANY issues or problems with ANY of my purchases and customer service has ALWAYS been great

This company cannot be trusted. I ordered frames on Feb. 25 and I received an email that my order was
"processed." Then the next day I received an email that my frames were "on the way." On Mar. 3rd I called because I had not received my frames and after I tracked my order which advised that my order was "Processing." Cool Frames put me on hold for 8 minutes while it checked my order and then it advised that my order would be shipped in 2 more days. One lie after another. I waited until March 7th
And my frames still were being "processed." I canceled my order. Again just another lie when Cool Frames told me on March 3rd that my frames would be shipped in 2 days. Once I canceled my order and demanded a refund on my credit card for the $123.00, I was told it would take 2 days to get the refund even though the charge was almost immediate when I placed the order on February 25th.
I suggest that potential customers avoid this company.

I just received my new Persol sunglasses...
So beautiful...
Gina gave me the best service and I received my glasses in just a few days...
I'll be buying more... very pleased
Thanks Gina

This company dose not specify whether the frames are kids or adults. I called and the lady hung up on me don't use them very rude. Plus they want to charge you a 20% restocking fee to send the frames back after the website does not specify that the frames are ordered were kids. Just said ladies.

Should have read the reviews, had trouble ordering, ended up with two orders going thru, spent an hour on the phone with their associate canceling the other one of the orders, Two weeks later got email saying their shipping me another pair. Called an canceled again, they hadn't even shipped the glasses, they. Charged me $20.00 restock fee, had called before I ordered and asked about returns. They said
I had10 days to return for free, never mentioned any restock fee. Just look at their reviews, DISHONEST!

I bought a pair on glasses in a shop ( my first pair ever) while i was there I made note of another pair that I also liked that were great. I could not aford both pairs. I was thrilled to find the exact mode on cool frames website and a much cheeper price ( about $100 less). Well after a month on waiting they showed up and guess what. They are not that same fitting glasses. I was told that I could return them at my cost + a restocking fee. So out of paying $220. I'D get back $40. Do not buy from this company I truly feel ripped off. By the time I pay for postage to return them I'll be in the hole likely.

Placed and order months ago and no expected delivery date provided and no response when inquired. This has been the worst company to order shades from

Customer service is a lost art, businesses want your money but refuse to follow through with their end of the deal. This company needs to focus on delivering their product, in any case I won't be using this site coolframes.com nor any of its affiliates. Good luck going forward. I. e paid for 2day service and its Sat the 27th... no show

I've done business with Cool Frames 3 times in a couple of years. However I purchased frames only. I rated a 4 only because the last experience was difficult due to the email process ( wording used) however once I spoke with someone in charge to clarify details, the order was on the way. I will buy from them again considering, there can always be that 1 hiccup with any business. Pricing was great Thanks CoolFrames

I ordered twice and they never delivered either order. They never notified me they were not going to deliver. I waited 60 days for each order. Thank goodness American Express let me reverse the charges. Whatever you do stay away from these people

Just got my 400 plus dollar order and my lenses were not wrapped... just fell out of the box onto the gravel... had a very rude experience with rep * who basically accused me of lying and informed me she was the only one with phone access at Cool Frames when I asked to speak to a supervisor. I will never use this company again.

*Personal information redacted by admin

Ordered frames, was told they were out of stock, they refused to refund money, tried to keep $20

Extremely untrustworthy

I wish I could give this company zero stars. They messed up my prescription, as I paid a lot of money for two designer frames with progressive lenses. When I get them I can't see a thing, and when I make them aware of this they blame me that I entered the wrong information when I know that I didn't. They even made a mistake on one of their emails with what I entered. Every email I received from them has something misspelled, or grammatical error. I have reported them, and demand my money back, which I'm sure I will spend more taking them to court. They are a bunch of thieves.