CoolFrames Eyewear Boutique
reviews and complaints

My experience with Cool Frames was absolutely terrible! The customer service was so slow and it took foreverrr to get my order sorted out. I ordered a basic pair of prescription glasses, but when they arrived, they were not what I wanted. I returned them and asked for a pair of prescription sunglasses instead. Seems simple enough, right? Wrong! The sunglasses they sent me had clear prescription lenses! What a bunch of [censored]s! When I complained, they said it was my fault and that I needed to "be more specific!?" They even wanted me to pay for the return shipping and new lenses for the "sunglasses" to be made! Can you believe how stupid and unprofessional they are?

I had an entire email thread with them that SPECIFICALLY said I wanted to exchange for a pair of prescription sunglasses! Why would anyone say it that way if they wanted clear lenses in their sunglasses? These people are idiots! The 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. I will never order from Cool Frames again!

If you need eyewear, go somewhere else! I wish I had read reviews before ordering from them. It's just not worth the hassle and frustration. Save yourself the trouble and find a company that actually cares about their customers and knows how to do their job properly.

This company, Cool Frames, is not reliable at all. I placed an order for some frames on February 25th and received an email saying that my order was "processed." The next day, I got another email saying that my frames were "on the way." I was excited to receive my order, but unfortunately, I never did.

On March 3rd, I decided to call Cool Frames to inquire about my order. After tracking it, I was informed that my order was still "processing." I was put on hold for 8 minutes while they checked my order status. After the wait, I was told that my order would be shipped in 2 more days. I was disappointed, but I decided to wait.

However, on March 7th, my frames were still being "processed." I was fed up with the lies and decided to cancel my order. I demanded a refund of $123.00 on my credit card. To my surprise, I was told that 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 strongly advise potential customers to avoid this company. They are not trustworthy and will only cause you frustration and disappointment.

I got my glasses from Cool Frames on May 22 and got them on June 9, which I think is pretty good. I had some back and forth with their customer service through email, and I thought they were really nice and helpful. When I finally got my glasses, they were all bent out of shape. One side was way higher than the other when I put them on the counter. I ordered the same glasses I had from my doctor before, but these ones were all messed up. The ones from my doctor fit me perfectly, so I don't know what happened. I tried to get in touch with customer service right away, but I didn't hear back for a whole day. I ended up taking them to Walmart to see if they could fix them, and they did a pretty good job, but they still aren't perfect. If I were you, I'd just go to your doctor to get glasses. I saved some money by going to Cool Frames, but now I have glasses that are all messed up.

So, I just got off the phone with Amanda from Cool Frames and I'm hoping she'll come through and make things right. I ordered some frames and lenses from their website and when I received them, I couldn't see a darn thing! I called the same day I got them and spoke with Mia, who told me I needed to fax over my original prescription. She gave me the fax number and I sent it over, but when I didn't hear back for a week, I called again. This time, they told me it was no problem and that they would replace the frames and lenses. They even said I could send over a picture of my prescription, which I did.

On March 29th, I received an email saying that a shipping label was on its way for me to send the frames and lenses back. But, I still haven't received it! So, I emailed them again and got a response saying that they were unable to send the label because they put in what I typed. But, get this - I can't even go onto their website and pull up what I typed! So, I emailed them back asking for that information. Just today, I received an email saying that instead of typing a plus sign, I must have typed a minus sign. So, now I have to pay for shipping both ways. I'm not sure if I'll ever order from an online eyeglass site again.

But, I'm still holding out hope that Amanda will come through and get these frames and lenses out to me so I can finally see! I'll definitely post an update once I receive the corrected ones. Oh, and one more thing - it would be really helpful if the reps who answer the phone would identify themselves so we don't have to ask for their name every time we call.

I recently had an experience with Cool Frames (coolframes.com) that left me feeling disappointed and frustrated. I decided to shop for glasses online, and unfortunately, it didn't go as smoothly as I had hoped.

When I first saw the glasses on the website, they looked like they were a beautiful shade of gray with a tortoise shell trim design. I was excited to receive them, but when they arrived, I was shocked to see that they were actually black with a black and white zig-zag trim. I was confused and disappointed, so I tried to contact customer service through the pop-up chat feature on the website. Unfortunately, I never received a response.

After several attempts to contact customer service, I decided to call them directly. Finally, I was able to speak to someone about my issue. I explained that I had received the wrong glasses and was asked to take photos to prove it. I sent in the photos, but to my surprise, they told me that I had received the correct frames. I couldn't believe it! How could something be so completely different from what was shown on the website?

In the end, I had to pay to send the glasses back and was charged a re-stocking fee on top of that. It was a frustrating and disappointing experience, and it taught me a valuable lesson about shopping for frames online. While it may seem convenient, it's not always worth the risk.

Despite my negative experience, I still hope that the frames I selected as a replacement will be similar to the ones shown in the photo on the website. I'm keeping my fingers crossed that this time, I'll receive the glasses I actually ordered.

I've bought three pairs of prescription progressive glasses from CoolFrames over the past few years, and they cost me just under $500 in total. The third pair I received had the wrong lenses, which was a bit of a bummer. I sent an email to their customer service team, and they told me to send the glasses back with a note inside detailing my order number. I did as they asked, but then I got an email saying that my glasses had arrived, but I hadn't included the little envelopes the frames came with. Apparently, they needed those envelopes in order to have their supplier redo the glasses, and if they didn't have them, they'd get charged $19.

I was a bit annoyed because there was no mention of the envelopes in the original email. I forwarded a copy of the email I'd received, which I'd followed to the letter, but the service rep (Eton) insisted that I hadn't followed the instructions and that my rework would be held up until they received the envelopes. It was frustrating because it took a month to finally get my glasses.

It's been over six months now, and I was looking through my old emails when I realized that 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 business elsewhere. It's a shame because other reps like Sam and Gina were really awesome.

If a rep can act like that without any intervention from a manager, it makes me wonder what's going on with their culture and processes. I don't want to risk having another bad experience, so I'll be looking for a different company to buy my glasses from in the future.

I got a coupon from Cool Frames that was good for 30% off my order. I was so excited to use it, but it was only valid until midnight that day. So, I quickly went to their website and placed an order. I wanted to order two of the same frame, but the site said the discount had expired. Instead, I got a 15% discount and placed an order for one frame.

Later that night, I contacted Cool Frames through their website about the issue. I wanted the additional 15% refunded to me, along with the tax, to my original payment method. The next day, I called them when they were open. After waiting on hold for several minutes, the call was disconnected. I called back and waited on hold again. Finally, I spoke with a customer service representative and explained the situation. They advised me to send an email for management review, which I did.

After a few emails back and forth, the company agreed to refund me the additional 15%, but not the tax on it. They said that this made the order under $50, and there would normally be a shipping charge. So, they would not include the tax. I explained that I was going to order two sets of frames, which would be well over $50. However, I did not do so due to the web issues.

The customer service person, Samantha, was not very helpful. She was a little snot! I will never use Cool Frames again, and I will write this review on every site possible. I even emailed Samantha about the same. The response was that they felt it was a threat. I advised them that it was a promise. Samantha is a terrible customer service person! If I were her manager, she would not be working for me for long. You're fired!

I really wish I had read the reviews before purchasing from Cool Frames. Unfortunately, I am now experiencing the same issues as many other customers. It has taken nearly 8 weeks for my glasses to be processed, which is unacceptable.

After waiting for 2 weeks from the initial order, I was told that the glasses were out of stock. Then, 6 weeks later, the order started to be processed. I informed the company that due to the time frame, I wanted to cancel the order. However, my request was ignored, and they offered me a free cleaning kit as compensation. I sent more emails saying that I did not want the glasses, but they still arrived. To make matters worse, an import duty of ?60 was required, which the company refused to refund.

According to their terms and conditions, if I were to cancel the order, I would only receive around ?60 as a refund. This would result in a loss of over ?300 for myself. Their terms and conditions are not in line with UK Consumer law, and their company ethics are not what is expected from a reputable UK retailer.

I was left with no choice but to pay the import duty of ?60, which made the cost 20% more than the intended price to pay. The customer service department was very aggressive in their emails, which was not a pleasant experience.

In conclusion, I would not recommend ordering from this company. The glasses ended up being more expensive than the same specs available in the UK, and the process time was much longer than 8 weeks. It seems like they use smoke and mirror tactics to hide the fact that the glasses are actually in stock, and there are delivery times and import levies due.

Even on their website, Cool Frames states that they offer hassle-free returns and 100% customer satisfaction. However, if that were the case, full refunds would be due to myself and other customers. It is also concerning that 90% of customer complaints in the 2 hours or less category have not been defended by Cool Frames. This leads me to believe that 90% of the complaints are fully justified and that Cool Frames has no defense or refunded the customers. Overall, I would give this company zero stars.

I gotta say, I've been in business for over 40 years, so I know a thing or two about what can go wrong. And let me tell you, I've been played. I bought a pair of glasses from Cool Frames about three months ago for over 500 quid, and I still haven't received anything. Not even an apology! I won't go into all the details, but let's just say that I found them to be pretty unethical and dishonest. If you're smart, you'll stay away from this company.

Luckily, PayPal came through for me and refunded my money. Here's what they said:

"Dear ***,

We have concluded our investigation into your case and have decided in your favor.

We were able to recover ?501.00 GBP, and this amount has been credited to you. Please allow 5 working days for this adjustment to be posted.

If you are due any additional funds, we will make our best effort to recover the balance from the seller.

If the seller's account has insufficient funds to complete the refund owed to you, please be assured that we will take appropriate action against the seller's account, which may include limitation of the seller's account privileges.

Seller's Name: coolframes.com
Seller's Email: ***@coolframes.com
Seller's Transaction ID: 0JF86801G1129060P

Transaction Date: 10 Jul 2017
Transaction Amount: -?501.00 GBP
Your Transaction ID: 753041050N9168354
Case Number: PP-[protected]

Buyer's Transaction ID: 753041050N9168354

No further action is required by you at this time.

To make sure future transactions proceed smoothly, we suggest you visit the Papal site and click Security located at the top of any page. There you will find tips on how to avoid fraudulent sellers in the "Fraud Prevention Tips for Buyers" section.

To learn more about Papal Buyer Protection, go to the Papal website and click Security located at the bottom of any page.

Yours sincerely,
Papal Protection Services Department
Yours sincerely,
Papal"

So there you have it. If you're thinking about buying anything from Cool Frames, I'd think twice. But if you do get scammed, at least you know that PayPal has your back.

I gotta say, I had a pretty rough experience with Cool Frames. I ordered a new pair of glasses back in November 2017, and it cost me a whopping $555. I really needed them, too, because my old pair had gone missing and I have some serious vision problems without them. But when they finally arrived on December 19th, the frames were all chipped up. I called customer service right away, and they asked me to send them some pictures of the damage. I did, and they told me to send the frames back.

So I waited a week, called them to make sure they got the frames, and they said they'd have a new pair in stock soon. I also emailed them a bunch of times, and they kept telling me it would only be a few more days. But weeks went by, and I still didn't have my glasses. Finally, after I emailed them again, they told me they wouldn't replace them because there was more damage. But the thing is, the chip in the frames made them really weak and brittle, and they just fell apart in my hand. I tried explaining this to them over and over, but they just kept saying that if they got the frames back in the same condition, the manufacturer would take them back. But it was their fault that the frames were so weak in the first place!

I asked them four times to have a manager or supervisor call me back, but I never heard anything. It's been almost three months now, and my vision is really suffering. I can't work or drive like I used to. All I want is for Cool Frames to take responsibility for the damage and send me a new pair of glasses like I ordered. I even sent them a letter with the defective frames, telling them that they fell apart, but they never said anything about it. And even after they got the frames back, they didn't contact me to let me know what was going on. I feel like I wasted $555 and my health is getting worse every day. It's just not right.

I gotta say, my experience with Cool Frames was pretty bad. I mean, I ordered my glasses a whole month ago and they only just arrived after I had to ask for an update. That's just not cool, man.

But that's not even the worst part. When I finally got my glasses, I noticed that both lenses were underpowered by -0.25. That might not sound like a big deal, but trust me, it is. My local optician confirmed that it wasn't as per my prescription, but when I told Cool Frames about it, they said it was fine and wouldn't replace them. What kind of customer service is that?

And now, to top it all off, my frame has developed a fault after only 3 months of use. And guess what? Cool Frames wants to charge me a $9.95 processing fee to deal with the warranty. Like, seriously? They won't even reimburse me for the postage costs.

Honestly, I wouldn't recommend Cool Frames to anyone. They're just awful.

I gotta say, I'm pretty disappointed with Cool Frames. I was really excited to get my hands on two designer frames with progressive lenses, but when they arrived, I couldn't see a darn thing. I was so frustrated! I reached out to the company to let them know what was going on, but they just blamed me for entering the wrong information. I know I didn't, though - they even made a mistake in one of their emails with what I entered! And don't even get me started on the spelling and grammar errors in their emails. It's like they don't even care about being professional.

I've reported them and demanded my money back, but I have a feeling I'm going to have to take them to court to get it. It's just not right that they can take my hard-earned money and not deliver on what they promised. Honestly, I wouldn't recommend Cool Frames to anyone. They're just a bunch of thieves.

I bought some frames and lenses from Cool Frames for $562 more than 3 months ago, but I still haven't received them yet. They told me that the frames were back ordered, so I agreed to wait for 2 months. But when I finally got the frames, they were the wrong color and style. I had to take some pictures to prove that they sent me the wrong frames, and they agreed to exchange them. However, I waited for another month and I didn't hear anything from them. So, I contacted their support team and they told me that I needed to contact them on Tuesday to get an update. I contacted them again and they told me that they would ship my frames on Jan 18-19, but I still haven't received any update from them.

I'm really disappointed with Cool Frames because I've been waiting for my glasses for so long and they keep giving me false promises. I understand that back orders can happen, but they should have informed me about the delay and given me a more accurate timeline. It's frustrating to have to keep contacting them to get an update, and even then, they don't seem to have a clear idea of when my glasses will arrive.

I hope that Cool Frames can improve their customer service and communication in the future. I would have appreciated more transparency and honesty about the delay, and a more proactive approach to resolving the issue. As it stands, I wouldn't recommend Cool Frames to anyone looking for a reliable and efficient glasses provider.

I recently made my first ever glasses purchase at a local shop and while I was there, I spotted another pair that caught my eye. Unfortunately, I couldn't afford both pairs at the time. However, I was ecstatic to find the exact same model on Cool Frames' website for a much cheaper price - about $100 less!

After waiting for a month, my glasses finally arrived. However, to my disappointment, they weren't the same fitting as the ones I saw in the shop. I reached out to the company and was informed that I could return them, but at my own cost plus a restocking fee. This meant that out of the $220 I paid, I would only receive $40 back.

I feel completely ripped off by this experience and would not recommend purchasing from Cool Frames. The cost of returning the glasses would likely put me in the hole, so I'm stuck with a pair of glasses that don't fit properly. It's a shame that the company didn't provide accurate information about the product, and I'm left feeling disappointed and frustrated.

I gotta say, my experience with Cool Frames was just okay. The person I talked to took a hot minute to get back to me, but I get it, they gotta make sure my insurance is all good and whatnot. My biggest beef is with the glasses themselves, specifically the lenses. They're straight up cracked, and it's like, come on man, I paid good money for these. I don't really wanna go through the hassle of sending them back, especially since it took forever to get them in the first place. Ordering them was a whole thing too, like, why can't it just be easy? If you don't believe me, I can send you some pics to prove it. Honestly, I think they should either give me my money back or send me some new glasses that actually work.

I gotta say, I had a pretty bad experience with Cool Frames. Like, if I could give them negative stars, I totally would. They act like they don't even care about their customers and just want to take all our money. And if you're not happy with what you get, tough luck buddy. They won't give you a single penny back. Nope, you gotta pay even more just to fix the problem.

I tried to exchange a pair of glasses that didn't fit right, and guess what? I had to pay to ship them back, and then fork over another $60 just to get something that actually worked for me. Like, seriously? That's not what I call an "exchange."

Honestly, I wouldn't recommend shopping here at all. It's just not worth the hassle and the headache. Save yourself the trouble and go somewhere else.

I recently used Cool Frames to purchase some new glasses, and I have to say, I was pretty disappointed with my experience. At first, I thought I was dealing with a UK-based company, as their website has a .co.uk domain and they have an 0800 contact number. However, it turns out that they actually ship from the USA, which resulted in me being charged an extra tax of around ?18 for every ?100 I spent with them.

To make matters worse, I found out that if I wanted to return my glasses, I would be charged a restocking fee. When I tried to bring these issues up with the company, they told me that they had notices about these policies on their website and during checkout. While it's true that there were some small print warnings on the order confirmation pages, they were positioned in a way that made them easy to miss. And if you're purchasing through a mobile device, there's even less of a warning.

Overall, I found Cool Frames to be pretty dishonest in their approach. When you factor in the extra taxes and the restocking fee, it actually ended up being more expensive than if I had just bought glasses locally. I wouldn't recommend this website to anyone looking for a good deal on eyewear.

I placed my order on June 2nd and was excited to receive my new glasses from Cool Frames. However, my excitement quickly turned to frustration when my glasses were not shipped until June 15th, despite paying an extra $35 for the fastest international delivery.

After waiting five days for my glasses to arrive, I began calling and emailing Cool Frames to try and figure out where my glasses were. Unfortunately, neither Miss Samantha nor Mister Eton were able to help me. I called and emailed several times, but the customer service was the worst I have ever experienced. Every time I contacted them, I received the same answer: "You have to wait."

Today, July 9th, over a month after ordering my glasses, I have decided to ask for a full refund from my credit card. This store has no idea where my glasses are, and they have done nothing to help me. I spent over $400 and wasted a month of my time. I am not joking when I say that you should keep away from this store. The customer service is poor and rude. I highly recommend that you avoid Cool Frames.

Eyewear selection is pretty good, but the prescription filling process was a bit of a bummer. I gave them my prescription and they said they could fill it, so I was excited to get my new frames with the prescription included. But when I got them, they were giving me a headache even after a few weeks. Turns out the transactional lens wasn't correct, so I had to return them. It cost me $25 dollars to ship them back, which was a bit of a pain. But when I called customer service, they knew exactly what was wrong and asked me to send them back. They fixed the prescription and sent them back to me pretty quickly, which was nice. But now I can't use the reader portion of the prescription, which is a bit of a bummer. I'm just gonna cut my losses and go to my local doctor's office to have them re-do the prescription for the third time. It's gonna cost me some more money, but I just want to get it right. Overall, not the best experience, but at least they tried to fix it.

I was on the hunt for a pair of prescription glasses with those cool "curly temple" frames that John Lennon used to rock. I scoured the web for hours until I stumbled upon coolframes.co.uk. Their website had the exact product I was looking for, with prices quoted in pounds, and it seemed like they were operating in the UK. I was stoked!

But when my order arrived, I was hit with a whopping 29% surcharge for "Customs charge" and "handling fee". What the heck?! I reached out to the supplier to ask what was going on, and they hit me with a response that left me feeling pretty frustrated. They said, "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." Ugh.

Now, maybe they did say that somewhere on their site, but if they did, it was definitely buried in some tiny font in a far-off corner of the page. I definitely didn't see it when I was going through the purchasing process. It felt like a pretty shady move to me, and it definitely didn't leave me feeling good about my experience with coolframes.co.uk.

Overall, I'd say that this kind of business practice is either fraudulent or just really sneaky. It's not the kind of thing that builds trust with customers, that's for sure. So if you're thinking about ordering from coolframes.co.uk, just be aware that you might end up with some unexpected fees.