Cool FramesReviews of coolframes.com

I ordered a pair of women's frames to try on. Order was for the color teal. Frames that came were clearly a black color. Black is unappealing on me and I called to let them know and asked for a free shipping label. They asked to see a pic of frames which I sent and clearly showed black they said it was hard to tell in studio Ha! they said they wouldn't pay for shipping back but I could send it back on my own. I did that and paid $10 then my refund was still deducted by $16 for restocking plus the cost to ship it to me(free only if you keep them apparently. I called and they would not give any of the $16 back even though the glasses weren't as advertised. TERRIBLE CUSTOMER SERVICE!!!!!

They sent pink rather than purple frames. They insist the pink is purple, though not a soul agrees. I can not see to read or use the computer using the bifocal. Cool frames says it's my problem.

I had a terrible experience with Frames. After placing my order, the store kept me waiting for 1.5 months before I was told the product was actually not in stock. After all that waiting, the item never arrived. The company then offered me a replacement, which also turned out to be unavailable—with no clear timeline of when (or if) it would be back. We agreed that they would issue a full refund, but instead, the store refused to return the full amount, only offering about 70% of the total, with made-up excuses. Even though I suggested a replacement instead, nothing was resolved properly. This store is absolutely unreliable. Friends had recommended it to me, but I’ve never had such a disappointing shopping experience. I strongly advise you to think twice before ordering from this store. Expect long delays. In case of lost items, don’t count on getting your money back.

My 84 year old mother was in desperate need of replacement frames. I was promised 2 day shipping and no word of any back order or delay. After 1 week I called and was promised they would be sent out in 2 days. 3 weeks later nothing ,no frames ,no communication ,no emails. After no help I demanded a total refund. Cool frames gets 0 stars! I highly recommend do not do business with this company!

The customer service is terrible. They did not indicate my frames were on back order. I was told at checkout they’d be here within a week, and then they emailed to tell me it would be a month and refused to refund my expedited shipping request. I have requested the order be canceled, so hopefully they refund the order quickly.

I have had glasses since I was in 2nd grade. I’ve never had my glasses just snap in half just from wiping my lenses. I was in my air conditioned car and stepped out. Of course my glasses went from being in 60 degrees to 92 degrees so of course my lenses would fog up. I went to wipe them and my glasses snapped in half on my nose bridge. I went to reach out to support. The returns team said that the damage to the frames were not covered under manufactures warranty. Not only have I worn these frames only for 6 days but they could not cover it. My glasses failed me. I had to drive 26 mins home not being able to hardly see. Also have astigmatism. I am not happy with this company. My support lady Aurea was absolutely amazing and did everything she could to try and get my replacements. It’s not her fault. I do not blame her. Only the company.

Terrible customer service. Took two weeks longer to receive a pair of frames compared to another online vendor when ordered at same time. Cool Frames sent defective/damaged product and would not refund full amount but took a $20 fee from my full purchase price for a defective product. I had to have my prescription filled in another pair of frames for vacation and explained to Cool Frames that I did not want to go through the same experience waiting for them to send me replacement frames and wanted a FULL refund. I also actually called Cool Frames customer service twice at the beginning of order to cancel the order because it was taking too long and they said they would have to charge me to cancel so I declined hoping I could hang onto the frames and use later rather than paying Cool Frames more money. Very terrible and difficult experience and I would not recommend EVER ordering from this company. Even when the refund was issued to my Paypal account, it sat on list as "pending" for way too long and then when I called to find out what was going on I was on hold as "next in line" for 15 minutes so gave up. RUN AWAY FROM THIS COMPANY. Contrary to what the company response is to my review (see below), I ordered these frames on JUNE 4, 2025 not on July 4th SO THE RESPONSE THEY GIVE BELOW IS VERY WRONG. I RECEIVED THESE FRAMES ON JUNE 16TH AND IMMEDIATELY CONTACTED CUSTOMER SERVICE TO RETURN ON SAME DAY (JUNE 16th). THAT MEANS THAT THE NUMBER OF DAYS TO RECEIVE MY ORDER TOOK 12 DAYS OR ALMOST 2 WEEKS.

I gave a good response at first but now I am giving it a 1 star because cool frames didn't give me a correct tracking number it has too many characters and I can't even track my order. It is the weekend and I can't even get in touch with them. They promised that I would receive the glasses in 2 days - nothing so far, I am disappointed and disillusioned since I can't even find my order number o their site. What a mess.