Cool FramesReviews 1,492

Using a website with a. co.uk and an 0800 contact number - to make you think they are a UK company, then shipping from the USA resulting in you being charged Tax of approx £18 per £100 pound spent with them.

Goods cannot be returned without being charged a restocking fee. When you contact them on these points, they claim they have notices on there website or during checkout. In fairness they are small print positioned in a way to make them less obvious, on the website order confirmation pages. Purchasing through a mobile there is a lack of warning.

Dishonest in there approach and when taxes are added on for import to UK - more expensive than buying local.

I've written some very negative reviews of other sites, and I wanted to balance it out with who I think is possibly the best (but mildly under the radar) online retailer for glasses. The people are so helpful to deal with & will help you get all the discounts online and with your cool cash (that you may have forgotten about). My glasses always come super fast. The prescriptions are accurate. I really really love this company. The savings are insane too. You pay about 40% off Lens Crafters and it's the same exact thing. Actually, it's better. Lens Crafters doesn't offer Crizal in single-vision... but Cool Frames does.

THIS COMPANY SELLS FAKE FRAMES AT TRUE MANUFACTURED GLASSES RATES. THE LENS ARE SO FAKE AND BAD. IT CAUSED ME HEADACHES WHEN I WORE THESE GLASSES. AT NIGHT DRIVING THE GLARE WAS SO BAD. I TOOK TO MY DOCTOR HERE IN TOWN AND THEY CONFIRMED FAKE AND LENS WERE SO OFF THAT THERE WAS NO ANTI-GLARE AND TO RETURN THEM. DO NOT ORDER FROM THIS COMPANY. I AM FILING A LAWSUIT AGAINST THEM AND WITH THE AG OF NEW YORK ALONG A COMPLAINT AND INVESTIGATION WITH THE FTC.

Just got off phone with Amanda and hopefully she will stick to her word and make this right. I ordered frames and lenses, received them and can't see a thing. Called same day received and spoke with Mia, said I have to fax original Script, she said, she sent fax number... no, I waited a week called back, was told no problem, they will be replaced and said I could send pic of script which I did. I receive an email saying a shipping label is coming out for me to send back. That was on 29 March, haven't received, so email again, get an email back that it's they are unable to send a label because they put in what I typed, but amazing I can't go into cool frames site and pull up what I typed, so I have emailed asking for that. I did just receive and instead of + I must have typed -. So I have to pay shipping both ways. Not sure I would ever order from any eyeglass site on line again. Hopefully Amanda will stand by her word and get these out to me and I will be able to see. I will post an update when corrected ones are received. Also, a suggestion, it would be nice for the rep that answers the phone to identify who they are so we don't have to ask for their name.

Terrible service from time of order and wrong prescription.

From order to delivery was extremely slow - 1 month and only happened after I asked for an update.

Both lenses are under powered by -0.25 which is a significant issue and confirmed by my local optician as not as per prescription. Cool Frames say this isn't the case and won't replace.

Frame has now developed a fault and has failed after only 3 months use.

They now want to charge me a $9.95 processing fee to deal with a warranty on top of not reimbursing postage costs!

Do not use these guys, they are awful.

I ordered lenses from cool frames 6 weeks ago. Still have not even shipped. I contacted customer service 3 times and finally after over a month and my third email they let me know that they hadnt gotten my prescription from my doctor yet. I immediately sent it to them, and I wouldve done that weeks earlier had they let me know thats why my order hadnt shipped yet. Customer service is awful! Not to mention they are rude and still have yet to ship my frames

In November 2017, I ordered a pair of eyeglass frames and prescription lenses for $555.00. I lost my old pair and have severe vision issues without them. I understood the delay because of the holidays and finally received them on 12/19/2017. Upon receipt the frames were chipped. I called customer service the very next day and they advised they wanted pictures of the defect, I sent them pictures clearly showing the damaged chipped defective frame and they advised me to send them back. I waited a week, called them to ensure receipt and they advised they should get the new pair in their inventory shortly. I also emailed them several times and they advised it would only be a few more business days in the several emails that I still have from them. Finally weeks later after I emailed yet again they finally told me they would not replace them because there was further damage. The frames with the chip made the integrity and structure of the frames very weak and brittle as they literally just broke and fell apart in my hand. I tried explaining this to them several times and emailed them several times explaining the damaged pair that they sent to me broke because the frame was so weak and brittle from the defect. Their response was that if they received them back in the same condition the manufacturers would take them back. It was they chip that CoolFrames had sent to me that caused them to just fall apart. I asked four times via email as well to Kindly request that they escalate to a manager and supervisor to call me back with no response or not callback from customer service or otherwise. It is almost three months later, my vision is badly suffering limiting my ability to work and drive. All I would like is for them to assume accountability as evidenced in photos of the defect, and that the defect allowed them to fall apart further and I just want my glasses back as I originally ordered them on the website. Also, I advised them three times via phone, email and a letter with the returned defective product that they fell apart. They never advised that was an issue. Even when they received them they never advised there was an issue. It was weeks later until they heard back from the manufacturer which by the way is their issue, not mine. In addition, they still did not contact me regardless advising me of any update. I lost $555 and my vision has been deteriorating health wise for months with no resolve. Being misled during the entire month of January up through February as I explained the condition four times in writing and they never advised of any issue. Even after receipt of my return... crickets.

Ordered prescription glasses for around $150. Paid extra for Essilor Airwear Polycarbonate Lenses. The glasses turned out to be very poorly made, the lenses kept falling out like sometimes happens on the cheapest sunglasses. Tried to contact the company, they weren't very cooperative. They offered me to pay a replacement fee and pay for the shipping to them and back. I took the glasses to a local ophthalmologist. She said the lenses are just not cut right, that's why they are falling out. Don't be fooled by an Amazon check out. Amazon just provides a paying service.

Terrible. Frames came bent - arms were stretched outwards as though someone had already worn them. Their return policy will only credit you for the frames, not the lenses, plus there is 20% restocking fee, other charges, postage, etc. They told me to take them to an optical shop to have them fixed - and why am I supposed to be inconvenienced when you sent me a bad frame? Check out Yelp - others have had exactly the same experience.