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4,546 reviews
Cool FramesHonesty, 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 Rated Honest, with an average rating of 4.1 out of 5.
Showing 179 reviews with 2 stars · Clear filters
Eva K.
Posted
Delivery took ages, could't locate my parcel, customer service not very helpful, had to pay 25£ customs which I wasn't aware when ordering online from cool frames. Nice glasses but wouldn't order again from this website
Amrit
Posted
The item (glass frames) that I had ordered wasn't in their stock. Typically, websites update this information when you are trying to order by saying "In Stock" or "Out of Stock". I only discovered that they don't have it since it had almost been a week and the item was still shown as "Processing". The sales team responded next day by saying they had to order it from an international location. They shipped the item 10 days from the date of order and it has been 2 weeks since shipping and my glasses still haven't arrived yet. I had requested an urgent delivery since my vision had changed (and I need to order lenses once I get the frame) but tracking my item online shows 3-7 business days still (on top of 3.5 weeks already passed). If I had known such huge delays, I would have rather paid the extra money and got it from a local store here. Hopefully, there are no extra surprises (such as additional payments) when I receive the item. It has been a frustrating experience.
George
Posted
I was promised a free lens cleaning kit if I signed up to receive emails from Cool Frames. They did not send it. I also sent two emails requesting a change in the size of the frames. They did not respond to either email even though their web site states that you can change your order.
Maggid62
Posted
My glasses took a long time to arrive. I was then told that they had been delivered. This was not the case as they had been held pending customs charges. This was a hidden extra as I believed that having accessed the site through a .co.uk address that I was dealing with a British company. The fact that I was not believed when I said that I hadn't received the item has all left rather a sour taste. I will not use this company again.
Sarah G.
Posted
I love the sperry sunglasses that I ordered. However, I paid an extra $15 for two day shipping because I was moving and it took 1.5 weeks for me to get my glasses.
Response from Cool Frames· Oct 31, 2016
Hi Sarah, Thank you for your order! I apologize for the inconvenience caused. Two-day shipping refers to the time it takes the item to get from us to you. All orders are subject to processing times as noted on our shipping information page. I would be happy to provide you with $15 off your next order, and free two-day shipping. Please just send me an e-mail at [email protected] to let me know :) Enjoy your sunglasses!
Ian W.
Posted
If you live in the UK and visit cool frames.com you will directed to cool frames.co.uk where you will be impressed with the competitive prices. Select your frame and quickly check out safe in the knowledge that what you see is what you get and that you are dealing with a UK operation. In fact you are dealing with coolframes.com in Brooklyn. Thus it too three weeks for the frames to arrive. It also meant I was liable for £23 (around $50) in UK customs and tax charges and Royal Mail handling charges. So much for "free shipping to the UK". Thus the frames cost me than hadI stuck with a UK supplier. I don't object to import charges when I have knowingly purchased from a US company. I do however think it is sharp practice for coolframes.com to direct UK enquiries to cool frames.co,uk web site where products are priced in GBP, and delivery promised 8 days while not revealing that any order is subject to surcharges from UK customs. Their communications are good and they reply to emails quickly.
Response from Cool Frames· Oct 31, 2016
Hi Ian, Thank you for your order! I understand your frustration with receiving a customs bill upon receipt of your glasses. For our part, shipping from the USA to the UK is free. However, we, unfortunately, have no control over what the UK government decides to charge upon delivery for import. Frankly, it is often inconsistent, and not every customer ends up being charged. As for potentially misleading customers, I would have to say that on the final page of the checkout there has always been a notice in large, red text that all orders may be subject to customs and duty tax. We try to keep our pricing as low as possible for our UK customers so that even with a potential import fee our pricing will be similar or beat local competition.
CYNTHIA H.
Posted
I ordered a very particular brand and identity of frames to replace the original ones I had, for the sole purpose of being able to swap my prescription lenses over to them. When they arrived they were considerably smaller, I could not use them for the reason I bought the 'same' ones, I had to return them and was horrified that so much of the original price I had paid was not returned to me on the flimsiest excuse of a 'restocking fee'. I cannot help but wonder if they are copies and I feel cheated. Had they been by the original designer with the right identity number they would have been the right size. Very unhappy with the company and would never recommend them or trust them.
Response from Cool Frames· Oct 6, 2016
Hi Cynthia, I'm sorry you were unhappy with the fit of your glasses. The frame you ordered was available in two different sizes and I see you ordered the smaller of the two. Both have the same model number, they are just different sizes. As for the authenticity of your glasses, we are authorized retailers of David Benjamin through their distributor Europa Eyewear. If you have any doubts, I would encourage you to contact them through their website at http://www.europaeye.com/
Danielle S.
Posted
Had an issue got told three different stories off three customer service agents totally unacceptable oh and people from outside America be aware they add customs charge mine was 16 pound. I did get my product a little later than expected the tracking information was judt not ad informative as it should have been very happy with my product but not happy with the service.
Response from Cool Frames· Oct 5, 2016
Hi Danielle, I apologize for the inconsistency in service you received. As one of the owners, please feel free to e-mail me directly in the future at [email protected] if there is ever anything I can help you with. As for customs duty, this is not a fee that we add. This is a fee charged by the UK government on imports that we, unfortunately, have no control over. That said, we strategically try to keep our prices lower so that even with a customs fee, our customers can still expect the best deal on their eyewear and lenses.
