CoolFrames Eyewear Boutique
Reviews and Complaints

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.

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.

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

Got my glasses when they said they would arrive. Opened my glasses and they were not the same as the image shown on the site. When I called to ask about correcting the order they told me the images are pulled from their vendors site and couldn't do anything about it. Glad I ordered cheap glasses for my test trial cause they failed. Thanks for nothing uncool frames!

Will never use this company again

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!

They did the same to me. Too bad I didn't see this site until now.

Painful experience dealing with this company trying to receive expensive eyeglass order from NY to UK & now I have to pay Royal Mail customs charge before I can get them!

Ziggy the women who alleges she is the bosses right hand "women" she alleges she run's the joint. She is the absolutely worst person in customer service and she is so full of crap literally if she annoying voice reflects anything that she looks like then she must resemble "big foot" her high pitched annoying voice of "Sir I am bending over backwards to help you" then I ask her what have you done to help me in any capacity.. sir. sir I will personally listen to your recorded conversation with the sales girl and if we are wrong we wil allow you to return the item. Yet when I ordered the frames they said it was discontinued and told me my order was cancelled then a 2nd email oh we made a mistake this is on back order. I agreed to get the frames which would be in 2-3 weeks. call them in 3 weeks oh we are still waiting for them. Finally get them and they are 2 small for my face so we agree to do an exchange and I was under the impression they would send me a Authorization form to my email. No such form came called them on July 10th and they said oh the Authorization ended a few days ago you missed your ability to return the frames, I said wtf? we argued I said your company dropped the ball and made clerical errors yet you want me to be perfect? and this women Ziggy who is beneath ###. She said we do not trust any customers because they all lie and we must listen to the taped audio recording to make sure your telling the truth. WTF? Really we live in a society that all customers lie and that they must listen to the recording. Ziggy is not listening to any recording she is just lying to justify blocking me from doing a return. Fluck cool frames .. they are SHI-STA'S Shady-Business tactics.. and this Ziggy character if that is her real name. I asked her to speak to the owner and she said "the owner is not under any obligation to speak to the customers" really?

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.

THEY TOOK MY MONEY AND GAVE ME WRONG LENSES. RETURNED THEM THE LENSES FOR REFUND, BUT THEY HAVE RECEIVED THE LENSES AND DID NOT REFUND ME ANYTHING. I LOST MY MONEY AND DID NOT GET THE LENSES (COST $256):

I have ordered eyeglass frame with lenses. The lenses that was delivered to me was wrong brand and with wrong specification (the lens index was not 1.5). The Return/Exchange Policy of their website ( http://coolframes.com/policy/returns.html ) states that "The cost of prescription lenses is not refundable, unless the lenses are defective or there was an error on our part.". I have emailed them and they told me : "Upon receiving the lenses, they will be inspected. If they are 1.5 index, we will not be able to offer credit. If they are indeed 1.67 lenses, we will give you a refund.".
They stated that they have received the lenses and it is indeed with the wrong specifications (wrong brand and not 1.5 indexed). They told me: "
Unfortunately we cannot refund money for the lenses, but we can offer you partial credit in our store or we can sent the lenses back to you at our own expenses."

I tried again to ask them for refund and they told me to wait to take the decision and they kept pushing me off until, it has past the google 90 days time limit to report abuse in google checkout system.

Finally, when I have contacted them on May 1, 2012 they told me : "Unfortunately, there is not much that can be done, due to the long amount of time that has passed."

Now they got the lenses with them (which are wrong) and did not refund me the cost of the lenses which equals $256.

I wish I looked coolframes.com up before ordering. I placed an order yesterday and went online to check the order status.. and there's no order status. I called an (888) number and it just kept ringing so I went online and checked for another number and call the (212) number and it rang for two minutes then said they were closed. I hope there won't be any problems with my order because I'm blind as a bat and I can't see anything in class. :[.. Squinting makes my Physics professor look at me funny lol :p

I tried calling the company on both phone numbers, (toll free and direct). After 15-20 rings my phone disconnected the call. NOBODY ANSWERS and there is no recording. I am so happy I tried calling and not just placing an order because this goes to show you what kind of service a person will recieve if there is any problem. I couldn't reach anyone even before ordering! I'm glad I looked this company up online and found this complaint. I will NOT be doing business with coolframes.com.

Alex the manager will promise phone calls but won't call. Lies. The wording on thecweb site is tricky. 100% guarantee of NOTHING. Read it. My sons glasses were made wrong. He cannot see. I paid $ 280 for nothing.

This company and their people are all a joke. Took 3 months to deliver my order after paying for international express shipping. They lied and said item was in stock when I enquired before placing the order. Horrible customer service thereafter. Received the glasses and they are very poor quality. I suspect they are fake. Avoid them at all cost.

Their .au website claims their glasses are "insurance eligible". This is untrue for anyone in Australia wanting to claim on their health insurance. Cool frames does not have an Australian provider number.

THEY TOOK MY MONEY AND GAVE ME WRONG LENSES. RETURNED THEM THE LENSES FOR REFUND, BUT THEY HAVE RECEIVED THE LENSES AND DID NOT REFUND ME ANYTHING. I LOST MY MONEY AND DID NOT GET THE LENSES (COST $256):

I have ordered eyeglass frame with lenses. The lenses that was delivered to me was wrong brand and with wrong specification (the lens index was not 1.5). The Return/Exchange Policy of their website ( http://coolframes.com/policy/returns.html ) states that "The cost of prescription lenses is not refundable, unless the lenses are defective or there was an error on our part.". I have emailed them and they told me : "Upon receiving the lenses, they will be inspected. If they are 1.5 index, we will not be able to offer credit. If they are indeed 1.67 lenses, we will give you a refund.".
They stated that they have received the lenses and it is indeed with the wrong specifications (wrong brand and not 1.5 indexed). They told me: "
Unfortunately we cannot refund money for the lenses, but we can offer you partial credit in our store or we can sent the lenses back to you at our own expenses."

I tried again to ask them for refund and they told me to wait to take the decision and they kept pushing me off until, it has past the google 90 days time limit to report abuse in google checkout system.

Finally, when I have contacted them on May 1, 2012 they told me : "Unfortunately, there is not much that can be done, due to the long amount of time that has passed."

Now they got the lenses with them (which are wrong) and did not refund me the cost of the lenses which equals $256.

This is a terrible company. My frames arrived several months after I ordered them. There was no indication that they were on back order from the website. Repeated calls still did not get me any accurate information as the customer service rep kept saying they would be in the next week. When they did arrive, the prescription was wrong and I had to sent them back. Choose another company.