Cool FramesReviews 1,492

Updated 2 minutes ago
I wish I had read the reviews before…
I wish I had read the reviews before purchasing!
Similar complaints as many other customers.
Glasses or has taken nearly 8 weeks to processs.
History below.
After 2 weeks from initial order told glasses out of stock.
6weeks later order is starting to be processed. Informed company that due to time frame please cancel order.
Request ignored and a free cleaning kit offered as compensation. Sent more emails saying do not send glasses.
Glasses arrive and import duty of £60 required.
Company refuse refund. Sending on terms and conditions not already made clear.
Under their terms to cancel order after deductions I would receive around £60 refund. A LOSS OF OVER £300 pounds to myself.
Their terms and conditions not in line with UK Consumer law and company ethics not in line with what is expected from a UK reputable retailer.
Left with no choice but to pay import duty of £60.
Making the cost 20% more than intended price to pay.
All in all very aggressive emails from their customer service dept.
Conclusion
Do not order from this company.
Glasses end up more expensive than same spec available in UKand a shorter process time than 8 weeks.
Smoke and mirror tactics from glasses that are actually in stock, delivery times and import levy due.
I not one normally to write reviews but after reading other customer negative reviews my story the same.
Zero stars would be a better summary of this company.

Even on this website at the bottom of the reviews coolframes state
Hassle free returns
100%customer satisfaction.
If that was the case full refunds are due to myself and other customers.

Also 90% of customer complaints in the2 hours or less category have not been defended by cool frames.
90% fully justified complaints that cool frames have no defence or refunded must be the conclusion.

If there were negative stars I'd have chosen that. This company prides itself on having absolutely ZERO customer service skills and profits from their customers every chance they get. You WILL NOT SEE a penny in return for any dissatisfaction or incorrect fit. Why, because the customer is a sucker and once they have your money you can only GIVE MORE to correct the issue. An recent attempt to exchange an ill-fitting pair of glasses was to PAY TO SHIP the original pair back, then PAY $60 for this, that and the other... I am not sure which dictionary this group of thieves uses to define "exchange."
STEER AS FAR AWAY FROM SHOPPING HERE AS YOU POSSIBLY CAN.

Purchased frames and paid for overnight delivery with a signature. I never received the glasses. Cool frames opened a case with fed ex and have been telling me 5-7 days for updates for the last 3 months. Finally after 3 months they tell me the claim was denied with no explanation. Cool frames won't refund me my money or send me another pair of glasses. So I basically wasted $150. Horrible first experience I would definitely NOT recommend.

5 months. It took 5 months and 3 pairs of glasses from when I ordered to now having wearable glasses. The other lenses arrived with terrible scratches like they polish them with sandpaper or something! Ugh, and the absolute worst customer service. They reply to an average of maybe every third email and do not even try to make matters right. With so many other online eyeglass companies to choose from, do yourself a favor and keep scrolling.

Horrible experience and customer service that took foreverrr! I ordered basic prescription glasses that I returned and wanted to exchange for prescription sunglasses. Easy right!? Wrong! They sent me sunglasses with clear prescription lenses! Morons! Said it was my fault and that I needed to "be more specific!?" and pay for the return as well as new lenses for "sunglasses" to be made! Unreal how stupid and unprofessional they are! I even had an entire email thread that SPECIFICALLY said I would like to exchange for a pair of prescription sunglasses! Why would anyone say it that way if they wanted Clear lenses in their sunglasses!?!? Idiots! This whole process took 3 months of my time and extra money for a very unimpressive pair of Ralph Lauren sunglasses that are too big and will need major adjusting... Never Again!' Go somewhere else for your eyewear needs! Wish I'd read reviews first...

Purchased a Flexon sunglasses from them for $315! What I received looks like an item from dollar store! Fake as hell and now they are asking me for %20 restocking fees and shipping! Are you $#*!ing kidding me. AVOID THIS PLACE CAUSE THEY ARE NOTHING BUT CROOKS.

UPDATE: The owner of this company is trying to make me erase my review! What a shame! AVOID AND AVOID UNLESS YOU WANNA GET SCREWED BY THEIR SHADY PRACTICES. THEY SEND YOU FAKE/ WRONG ITEM AND WHEN YOU TRY TO RETURN THE ITEM, THEY WILL CHARGE YOU %20 STOCKING FEES!

I've placed my order on June 2nd. Glasses were shipped on June 15. I've paid $35 extra for the fastest international delivery (2-3 days). 5 days after shipping I started calling and trying to figure out where my glasses are. Neither miss Samatha and mister Eton were not able to help. I've calls and emails several times... They had the worst possible service ever!. Every time the same answer: you have to wait...
Today(9 of July), over a month after ordering glasses I've decided to ask for a full refund from my credit card because this store has no idea where my glasses are and they've done NOTHING to help me!
Over $400 and a month wasted! I am not joking! Keep away from this store guys! Poor and rude customer service! AVOID!

I ordered my glasses on May 22 and received them on June 9 which I felt was very reasonable. I had some communication thru email with customer support in between ordering and receiving the glasses, and I felt that they were very responsive, friendly and informative. When I received my glasses, they were so warped that when I sat them down on the counter one ear piece was almost a full inch raised up off of the counter while the other sat directly on the counter. When I ordered these glasses, I ordered them with the exact same specs and frames as the glasses I ordered from my doctor but were lost in an accident. Those fit perfect without any adjustments. Obviously, these were so warped that they did not fit. I contacted customer service immediately. 24 hours later and still no response back. I took the glasses to walmart eye center to try to fix and they are much better, but the frame was so warped they couldn't get them 100%. I would recommend just going to your doctor and ordering them. I saved like $80 by going through coolframes and now I have warped glasses to show for it.

This company does not provide a 100% satisfaction guarantee. I ordered prescription sunglasses and when I received them the lenses rattled in the frames. I immediately returned the glasses and asked for a refund. They would take back the frames with me paying a minimum 10 to 20% restocking fee. Since the lenses are prescription they are non refundable. But the lenses were cut to small for the frame I want. They won't budge or honor their 100% satisfaction guarantee. STAY AWAY FROM THIS COMPANY. I'm calling my credit card company to dispute the charge.

In wished I could have given 0 star. BIG FRAUD COMPANY. I asked price adjustment with another autentic retailer - https://www.ezcontacts.com/product/eyeglasses/*******/persol-po3227v, They are authorized retailer. I confirmed with Persol/
Manager from coolframe refused and disconnected and later I see he canceled my order WITHOUT my confrimation and dedecuted my 20$. NOW i AM FIGHGTING BACK TO GEDT MY 20$. HE IS SO RUDE, NOT EVEN COMING TO CALLS.

I wanted a pair of prescription glasses with "curly temple" frames (John Lennon style earpieces). After extensive web searching. I found coolframes.co.uk who had the product I wanted, with a uk web address, prices quoted in £, and apparently operating in the UK. On receiving the goods, I had to pay a surcharge of 29% for "Customs charge" and "handling fee". When I challenged the supplier about this, they replied "... we do state on our website that we are a US based company and all of our packages are shipped from our New York store." Maybe they do say that, but if so it must be hidden in small type is some remote nook or cranny of their site. I was certainly not made aware of this when going through their purchasing procedure.
This is at worst fraudulent, or at best very sharp business practice, and certainly not good for customer relations.