Great
Based on 4,546 reviews
Cool Frames4.1Honesty, pricing, process and quality scores appear once 5 customers have rated them.
CoolFrames has proudly been independently owned, and family operated since 1997! As an authorized retailer of all of the brands we carry, all eyeglasses, sunglasses, lenses, and goggles come with a standard 1 year manufacturers warranty, and are guaranteed 100% authentic. Your order can be shipped worldwide, directly from our New York boutique.
Cool Frames (coolframes.com) has 4,546 customer reviews on Folks Told, with an average rating of 4.1 out of 5.
4,546 approved reviews, newest moderated first
John W.
I ordered the wrong lenses and they were very helpful in helping get things sorted right away. Good products and good customer service. I'll be ordering again.
Reply from Cool FramesApr 20, 2021
Well, we all make mistakes and we are thrilled that we were able to resolve the issue for you. Please enjoy the final product and also know we are here for you for anything you may need in the future. Lee W.
T E.
This company is very deceiving after ordering my kids glasses and submitting their prescription they wanted to charge me an additional $120 on top of the $311 I had already paid for 2 pairs of glasses. When I told her to cancel my order she refused to give me a full refund. Buyer beware!!!
E L.
I wish I had read the reviews before purchasing! Similar complaints as many other customers. Glasses have 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. (Worth about 50p) Sent more emails saying do not cut lenses cancel order. Emails ignored Glasses arrive and import duty of £60 required. Company refuse refund. They send terms and conditions not already made clear when originally purchasing. 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 or lose £300. Making the cost 20% more than intended price to pay. Customer service is in USA. No UK contact details listed. Conclusion Do not order from this company. Glasses end up more expensive than same spec available in UKand a shorter process time of less than 8 weeks. Smoke and mirror tactics from glasses that are actually in stock,delivery times and import levy due. (20% vat). I not one normally to write reviews but after reading other customer negative reviews my story the same or very similar and would like to warn other potential customers to think carefully before purchasing. 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. Update. Reviews on another website Overview Cool Frames has a consumer rating of 1.48 stars from 44 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Cool Frames most frequently mention customer service problems. Cool Frames ranks 97th among Sunglasses sites. My review beloŵ Service 0 Value 0 Shipping -5 Returns 0 Quality 0 Glasses finally arrive after 2 months. Poor quality air bubbles visible when wearing outside if sunny.
Sandra
I just received my product and I LOVE IT. Shipping did take about a month, but that was no issue. I understand that these are hard times. But communication was AMAZING and FAST. I would literally send an email, and receive the a response the day I sent one out. The quality is so good and it is authentic! I purchased Versace frames.
Reply from Cool FramesApr 9, 2021
Thank you so much for your order and for the very nice review. We hope you enjoy your brand new Versace eyewear and please know we are here for you if you should need our help with anything. Lee W.
Misha M.
This company is less than professional. I ordered frames in February and haven’t received them to date. I finally cancelled and I’m charged $20 dollars for a cancellation fee. I highly suggest you not patronize this company. Unexceptionable customer service. I will be filling a report with the BBB.
Robert J.
They have frames for sale that are not in stock, they say orders over $50.00 has free shipping but they charged me $29.00 for overnight delivery and its been 2 weeks now, and I had to change frames that were cheaper but some how it ended up the same price!! And as of today i still haven't received my product!! I will never order from Coolframes ever again!
Reply from Cool FramesApr 6, 2021
Thank you for your order, we are grateful for it. We do offer free 1st class mail shipping at no charge, not FedEx Express overnight shipping. The frame you ordered was not available from Versace and we thank you for switching to a different style that was $4.80 less expensive which was promptly refunded to you, the overnight shipping is a method used when the item is shipped and not the actual processing time as you have an order with Rx lenses and that does take 7-10 business days to complete. We are happy to report that your order made on March 23rd was shipped Express on March 31st and delivered April 1st. We hope you enjoy the frame and the Transition lenses you purchased both of which have a one year manufacturer warranty. Lee w.
Zed, A.
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.
Dawn Davis M.
If this review could be less than one star it would. Customer service is terrible and the website is faulty. I am unable to communicate with them via any option on their website. I placed an order last week (quite a large one), but still have not received any indication on when I can expect the order to be processed and shipped. The frames we wanted we could only find on this website, which is the only reason the order was placed. I will NEVER deal with this organization again.
