Cool FramesReviews 1,492

BUYER BEWARE: This company has no customer service. I spent $700 on a pair of glasses, paid for two day shipping once they were ready. They arrived yesterday after about two weeks, the frame was broken clearly from where they has incorrectly pressed in the lenses and just decided to ship it anyway becuase who cares right! We can do what we want. No you can't. I called and emailed them multiple times their offshore customer services had no authority to really do anything, their website says if you have Damaged or Defective items they will "promptly" correct the problem at no cost to customer, this is clearly a lie.

Their solution, to send me a return label via USPS ground from Florida to NY (5 days transit time) and then it would take them an additional al 5-7 days to change the frames and ship back. So roughly a month+. I don't think so. An extra two weeks is not promptly.

I requested they send me the new frame and I then I could pop in the lemses and then return the clearly damaged one they sent first time so I am not delayed or inconvienenced any further.

They refused to send new frames via two day shipping before returning broken ones (which is normal with e-commerce, think Amazon and any other online retail store) they also refused to refund my money and refused to do anything other than their two week ground round trip.

I have filed a claim against this company with my credit card company and I have also logged a complaint with the NY State Attorneys Consumer Protection office. I will be getting my money back and I would advise you shop elsewhere. I will post an update when available.

The glasses I purchased give me a headache and it's because the progressive piece at the bottom of the lenses is too narrow. You wanted me to return them to have them checked (WHICH WOULD HAVE COSTED ME MORE MONEY). Then you wanted me to take them to an optometrist to have them checked (WHICH WOULD HAVE COSTED MORE MONEY). At the end of the day I figured it out myself. At the end of the day you don't even offer a wider option on your site so there is literally nothing that could have been done. WILL NEVER PURCHASE GLASSES FROM THIS SITE AGAIN.

I went to coolframes.ca (what I thought was a Canadian site) to order glasses. During payment it was noted that there would be no delivery charge, and I paid up front. When the glasses were delivered, I was informed that because they were shipped internationally, I would need to pay an additional $90 for the customs fee. This was entirely unexpected as I was under the impression the glasses would be manufactured in Canada. Upon contacting the delivery company, I was told that Cool Frames would have needed to use a different delivery service to avoid the charges. When I talked to them about it, they told me there was nothing they could do. I would not order here again.

Prix en argent canadien
PROBLEME IL DISNET PAS DE FRAIS VOER 50$ =faux
Ils disent ajuste les prix + faux aussi
Il me promette un remboursement = il ne l ont jamais fait!

Photo de la co petition 111$ au lieu de 209$

Great experience overall. Good price and excellent selection

I placed an order with CoolFrames on December 3rd for a frame and prescription lenses for my child. At first, I received confirmation and a follow-up stating that the frame would arrive from the manufacturer in 3–5 business days. After waiting far too long without any update, I called on December 16th, only to learn that the manufacturer hadn't even sent the frame. Now they claim they won't have it until December 27th—well past the promised timeline. No proactive communication, no transparency, and no real effort to make things right.

As a result, my child has been left without proper glasses for more than a month. This situation goes completely against their stated delivery times and raises serious concerns about their reliability. I will be canceling my order and requesting a full refund. Once the refund process is complete, I will update this review to share my experience with how CoolFrames handles returns and reimbursements. For now, I can't trust this company and will be taking my business elsewhere.

It was great. It was genuine. Everything was perfect. I found you guys on google and the glasses were on sale so I purchased them. Thank you very much.

I ordered frames with prescription lenses. Multiple issues and unhelpful customer service that I've called multiple times now. First, they have a misleading lens ordering process where by they don't tell you how long it might take up front (it lets you pick fast delivery 1-2 days for $9.99 but that's "after the lenses are made" (which can be 10-14 business days) but that is only shared after you have paid and in the order confirmation email. Secondly, it lets you pick blue light protection as an option (for no $s mentioned) when building your lens but it doesn't add it "unless you pick an "optional" upgrade" later for $149. Why give option earlier and then say it's optional?
After I called them to cancel the lens due to above issues, they wouldn't and shipped it to me regardless. The lenses are also blurry and not usable.
I've called them again and still no resolution. Can't get to a supervisor either. Not a clean business (misleading).

I was please with the service! System did not give me any issues at all!

Easy to order and customer service was great.
Would definitely use this again.

Got my American Optical sunglasses in a timely manner. Very cool!

Courier issue etc...frames look different. Return postage has to be paid by customer.

Received my frames they are so nice the colour is better than what I thought they would look like. They are super light and on the smaller size because I have a strong prescription so they are perfect for me.
Thanks
Linda

Was fast and good customer services and the product was the same as I saw in the website. Excellent quality.

I'm planning to go ahead and place my order soon. I had a wonderful experience with the website - the navigation was smooth, the product descriptions were very helpful, and the checkout process was hassle-free. I'm looking forward to making my purchase.