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CoolFrames Eyewear Boutique
CoolFrames Eyewear Boutique Customer Service Phone, Email, Contacts

CoolFrames Eyewear Boutique
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1.9 18 Reviews

CoolFrames Eyewear Boutique Complaints Summary

4 Resolved
14 Unresolved
Our verdict: When using services from CoolFrames Eyewear Boutique with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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CoolFrames Eyewear Boutique reviews & complaints 18

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Newest CoolFrames Eyewear Boutique reviews & complaints

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6:49 pm EDT
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CoolFrames Eyewear Boutique Eyeglasses Frame

On June 11, I ordered a pair of eyeglasses frame with non-prescription

lenses for 129.00$ CAN shipping included from CoolFrames.com.

On June 22, when I received the order, I noticed the frame was scratched

and the lenses were covered of dirt and fingerprints.

On June 23rd, I return the glasses and asked them for a refund. They didn't follow

their refund and exchange policy, they withheld a 20% restocking fee. I shipped

the glasses to this address : 2907 Ocean Ave, Brooklyn, NY 11235, USA.

Out of curiosity, I pasted this address in google to take a look of their building.

I found out that it was an eyewear store named Ocean Eye Optical. The owner is

Lee Weissman, the same owner of CoolFrames.com.

On June 28, I contacted Lee Weissman to deal directly with him.

So, from him, I ordered the same eyeglasses but this time without

the lenses, for the price of $137.00 CAD shipping included.

On July 25, when I received the package, I was surprised to find, again,

that the frame was scatched and the lenses, which I didn't order this

time, were dirty. I believe they sent me the same eyeglasses, lenses included,

which I returned to Coolframes a few weeks earlier, on June 23rd.

Moreover, rather than billing me 137$ CAN, he charged me 187$ CAN, claiming

that the agreed amount was 137$ US

In August, I called my Mastercard and asked for a chargeback.

I was informed that I should try to come to an agreement with the seller

before a charge back can take place.

He ordered a new frame from his distributor. He wanted to send it to me on

the condition that I drop the chargeback, which I refused and the chargeback

took effect soon after.

I tried by all means to come to an agreement with Lee Weissman but he didn't

want to understand anything, he is irrational.

Lee Weissman ownes CoolFrames.com and Ocean Eyes Optical and both business

share the same address. This man is a fraud, a crook of the worst kind.

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11:58 am EST

CoolFrames Eyewear Boutique Misleading and wrong description of the construction of the eyeglass frame

Account name at coolframe.com is: Marc Pepin Novah Flight Services.

CoolFrames Eyewear Boutique
2907 Ocean Ave
Brooklyn, NY 11235
United States of America

After an attempt to send an email to the cool frame boutique complaint department and no reply was returned I decided to make a formal complaint to help me but also many others in my position.

I have bought my eyeglasses on November 30th 2020 Order #1247541 and I have return them for adjustment and they been return, I was happy of the glasses till soon after I notice they not as light and strong as my all other pairs I had prior to them, I always buying full titanium frame for their rigidity and lightness with the propriety of anti corrosion since that I'm sailing a lot, Titanium is a far more durable metal than aluminum. Aluminum is a flexible metal that bends and warps easily, while titanium is stronger than steel. This means it will not dent, bend or warp under normal circumstances. It can resist falls and drops without a problem, they are very nice and stable once adjust I never have to adjust them again for years till I have to change them for a new prescription, the Modz Titanium Collection that I have ordered from Cool frames are clearly describe in the products details that they are a Titanium Construction frame, they are not, any magnet stick on them very very strongly and the glass frame is soft and easily malleable since their made of aluminum alloy, so one of the consequence is that they never stay adjusted I have to constantly to adjust them after just a gentle kiss from my wife when she accidentally and softly touch my eyeglasses with her cheek, I never experience this before and they are heavier, so obviously I had been sold a false titanium pair of eyeglasses made of steel and aluminum which is not what I ordered, I include for your information the website page address which I screen shot as well and it's clearly showing in the description that their are a titanium construction. I also include the invoice of my order in attachment, please feel free to ask if I can assist.

https://www.coolframes.com/glasses/modern-modz-flex-titanium-eyewear/councilor-eyeglasses.html

Desired outcome: I would like cool frame to solve this misleading advertisement and sales by offering me what the product I bought is really is and let me choose a real full titanium frame with the same Varilux X lenses

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7:41 pm EDT
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CoolFrames Eyewear Boutique Eyeglasses

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.

Desired outcome: Refund

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Is CoolFrames Eyewear Boutique legit?

Our verdict: Complaints Board's thorough examination reveals CoolFrames Eyewear Boutique as a legitimate entity with notable strengths. Despite a 22% resolution rate on customer complaints, which invites a closer look, CoolFrames Eyewear Boutique stands out for its commitment to quality and security. Clients considering CoolFrames Eyewear Boutique should delve into its customer service record to gauge compatibility with their expectations.

CoolFrames Eyewear Boutique earns 94% level of Trustworthiness

Perfect Trust Endorsement: CoolFrames Eyewear Boutique achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for CoolFrames Eyewear Boutique. The company provides a physical address, 5 phone numbers, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

CoolFrames Eyewear Boutique has claimed the domain name for coolframes.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Coolframes.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for CoolFrames Eyewear Boutique have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up CoolFrames Eyewear Boutique and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Adult content may be available on coolframes.com. It is important to be aware of potential risks and to use caution when accessing or engaging with such content.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with CoolFrames Eyewear Boutique's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 22% of 0 complaints were resolved.
  • CoolFrames Eyewear Boutique protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
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4:48 pm EST

CoolFrames Eyewear Boutique eyeglasses

I am another victim of being hustled out of my money and sent eyeglasses that had an improperly set lens. It sticks out of the frame and looks too ridiculous to wear! I chose them because of their cheap prices, obviously, you get the quality you pay for, big mistake on my part to assume the company had some integrity! First blamed it on my script, and then possibly the material used, after I told them, I already own the exact same brand of frame, script and lens material, just different color and different supplier! Just fix your mistakes already! In the long term, you will keep getting poor reviews and your business you are trying to have will suffer the consequences! Shame on you for hustling people out of their money and providing a poor product!

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2:30 am EDT
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CoolFrames Eyewear Boutique complaint

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.

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10:42 am EDT

CoolFrames Eyewear Boutique no quality control on production of correct item

I ordered Modo 4405 from CF with specs on the order and their web site 49-20-140. They delivered Modo 4405 with specs 49-21-143 (different size frames). On my small face a few millimeters makes a difference. Response to Customer Service query "we got tens of thousands of frames. It would be unreasonable for our techs to check that the glasses they are producing are as ordered. I call "BS" and avoid this firm.

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6:00 pm EDT

CoolFrames Eyewear Boutique service and glasses

spoken with a very nice women Who had advised me that the owner would review my account insurance where I'm at insurance and get back to me by the end of the night, she had stated that she would take it upon herself personally to make sure that he called. I thought that was going above and beyond and I appreciate it. The night went on turning into 4:37 PM on Saturday, September 14, 2019 I received five back to back phone calls while rejecting all of them from an unknown number and immediately Was greeted with a hostile tone on the other end mind you my surround sound was going inside my home and I barely heard a person that was speaking I had asked this person please hold while I turn off the sound music playing and I felt as if I was a burden to the person at that moment. This man who has not even given me his name speaking at a high rate of speed ridiculing me asking me why I was placing an order at 5 PM on a Saturday from a website for glasses orders raising his voice to me telling me that I did not place an order I placed a review. When I had asked this person please hold while I turn off the sound music playing and I felt as if I was a burden to that person at that moment. I explained to him that I clicked on glasses on the website and purchase for a price. He then began speaking to me as if I was a illiterate and did not understand a thing I then advised him that I was a registered ER nurse and that I did not appreciate the tone, the disrespect, and a demeaning attitude as if I was an incompetent human when I myself am a member of healthcare. The man who I still don't know who he is constantly was interrupting me not allowing me to Speak until finally I said you know what I don't want to do business with you! This was the worst online ordering experience I haven't countered and I hope that people read this because now I'm afraid that my information and personal information has been stolen from someone who is not trustworthy irate and delivers a lack of customer service in an environment that needs customer service q speak until finally I said you know what I don't want to do business with you! This was the worst online ordering experience I haven't countered and I hope that people read this because now I'm afraid that my information and personal information has been stolen from someone who is not trustworthy irate and delivers a lack of customer service in an environment that needs customer service quote "healthcare". It's sad to see that in today's world where we are all hurting one another that someone they don't even know they are treating in this manner He is supposed to be a helping hand that treats another in the manner of guidance, self respect as well as others, and offer himself as a servant to those that are sick and to think of this today my experience it was. absolutely disgusting

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4:12 pm EDT
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CoolFrames Eyewear Boutique eyeglasses

I ordered two pair of prescription glasses from Cool Frames in January. Almost 5 weeks later the glasses arrived, very poorly packages and with cracks in both lenses of one of the glasses. I was advised to returns them. I did that with a note and bubble pack requesting that they use that on return. My glasses, note and, again, minimum packing arrived 3 weeks later ( no sign of the bubble packing). I found this company difficult to deal with and as I was tracking the whereabouts of the glasses, when it took 5 weeks for the package to arrive, of no assistance at all.
I will never deal with them again.

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6:40 pm EST
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CoolFrames Eyewear Boutique eyeglass 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 have been impacted health wise for months with no resolve.

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8:19 am EST
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CoolFrames Eyewear Boutique prescription sunglasses

CoolFrames.com misrepresents products. I ordered Ray Ban sunglasses with prescription lenses. Product shown had as expected Ray Ban sunglasses with sunglass lenses. Product delivered was Ray Ban sunglasses with clear, not prescription lenses. CoolFrames.com refused to acknowledge their misrepresentation of the product and accept return with full refund. Fraudulent business. Avoid it!

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11:03 am EDT

CoolFrames Eyewear Boutique unethical, dishonest, not received

Let me say I have been in business myself for over 40 years so I know what can go wrong and I know almost all the excuses, and I have been Played.
I purchased a pair of glasses 3 months ago now for over £500.00 and still have not received anything, not even an apology . I will not list all of the complaints of which they are many but suffice say I found them unethical, dishonest, and to order anything from them would be a mistake. Take it from an ethical businessman and do not have anything to do with this company.

Fortunately Papal have now refunded me -

Resolution of Your Case: #PP-[protected]
----------------------------------------------------------------------

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.

-----------------------------------
Transaction Details
-----------------------------------

Seller's Name: coolframes.com
Seller's Email: [protected]@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

-----------------------------------
What to Do Next
-----------------------------------

No further action is required by you at this time.

-----------------------------------
Other Details
-----------------------------------

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

----------------------------------------------------------------------
Help:
https://www.paypal.com/uk/cgi-bin/helpweb?cmd=_help
Security:
https://www.paypal.com/uk/security

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12:04 pm EDT

CoolFrames Eyewear Boutique eyeglasses - sells bent and used frames, terrible return policy

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. Stick with Zenni - best prices, they are amazing. GlassesUSA has a great return policy.

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12:00 pm EDT

CoolFrames Eyewear Boutique won't honor extended warrancy

Contact date: 7/11/2015 - Transaction: Nov, 2013
Description: They don't want to honor their extended (2nd year) warranty. I thought this would be a reputable dealer that would work with customers - THEY ARE NOT, they expect an extended warranty (which normally deals with parts) to be the same as Manufacturer warranty (exchange the whole frame) with the customer having to return the broken one (which in my case is my only pair of glasses) for repair (as if it was going to be sent back to the manufacturer). Normally, dealers carry parts (e.g. nose bridge) which they can work with the customer to exchange for the broken one. THESE PEOPLE DO NOT WORK WITH THE CUSTOMER, so the $30 you spend on the 2nd year of warranty is MONEY DOWN THE DRAIN (or into their pockets).
Desirable resolution: Send me a replacement nose-bridge and let me return the broken one or refund my extended warranty payment ($29.95)

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8:23 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CoolFrames Eyewear Boutique fraud

I ordered a pair of prescription glasses for 650 USD. I never received anything. I asked for a refund and never had it. It's been now 2 months I have been trying to solve this situation without success. Clearly the worst online shopping experience I ever had and total waste of money. Avoid this business like plague.

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michaeljkaspar
Winchester, US
Feb 17, 2014 6:34 pm EST

Absolutely the worst customer service on this planet. Ordered frames with clip on sunglasses, clip on broke. Refused to replace under the warranty, within the warranty period.

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R.Doan
Albany, US
Sep 27, 2012 4:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Recently purchased a Chanel J12 Watch from www.chanel-j12watch.com, they sent the watch intime. The quality of the watch was high-class and I’m really impressed of how it really looks and feels. The replica watch looks exactly like the real watches sold in a local jewelry shops with those expensive prices. I am really pleased with my item and I am wearing it with complete satisfaction.

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6:57 am EDT

CoolFrames Eyewear Boutique I believe this website is fraudulent

"After 2 months of waiting (P/O made on July 19, 2012 and today is September 21, 2012), there's still no further progress from this website. In the early period, there was responses as well (but no any commitment on shipping date). However, at this week, there's no response at all.

Now, I believe this website is fraudulent."

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9:06 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

CoolFrames Eyewear Boutique shipping

Wow, took over 3 weeks to receive a pair of Ray Ban sunglasses. Said they had to come from Italy. Yes, I understand the sunglasses are made in Italy, but when I order something from Banana Republic I’m not waiting for the product to get here from Turkey. Yes they have lower prices than most, I saved 7 dollars. But had to wait over 3 weeks for my glasses. Next time I'll splurge the 7 dollars and get my sunnies in under a week.

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David J Berry
, US
May 22, 2018 2:15 pm EDT

If COOL FRAMES DOES NOT HAVE INVENTORY, IT should not offer overnight shipping since that will be impossible. Their shipping policy yada yada yada...charged me $20 fee when I cancelled an order when I found out they were still waiting for my frames a day later, with no status on when those would arrive.. Its misleading...Overnight should not be offered for ANYTHING on their website that they do not physically had in their store or warehouse that is ready to ship

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10:31 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
CoolFrames Eyewear Boutique has left an official reply on this complaint.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

CoolFrames Eyewear Boutique - dont buy from them

Wost place i have ever dealt with! Ordered an expensive pair of eye glasses form them payed a $ 20 charge for anti reflective coating. Nothing! my eye doctor laughed when he saw them and said they never put anti reflective on them. And one of the lenses is bigger and does not fit in the frame so it makes them look ridiculous. I found this out awhile after...

Read full review of CoolFrames Eyewear Boutique and 10 comments
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3:39 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

CoolFrames Eyewear Boutique - liars!

Advertise price was a lie: Wanted to purchase Giorgio Armani lenses for a price that was significantly less than other places. Called to order and gave me lots of different stories. One was that sorry, we can't give it to you for that price. Another was, well if we do, now we can't give u the reduced shipping costs. Another was, oh sorry, we don't have it...

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Contact CoolFrames Eyewear Boutique customer service

Phone numbers

1888 293 4755 800 014 8892 More phone numbers

Website

www.coolframes.com

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