Cool FramesReviews of coolframes.com

Total failure: they did not take responsibility for sending the frames to the wrong address, nor did they follow up after I gave them 5 or 6 emails with the right address. Customer service is totally inept and unresponsive.

They sold me a frame that was not available. They failed to inform me about this and I had to call to find out myself after 16 days. They want me to wait another two weeks to find out if it will be available, and if so, they will make the lenses which will take another few days. Very disappointing.

Read their return and cancellation policies before you order. They were not fair to me. CoolFrames.com still charged me $20 for cancellation on an order (1272767) that was delayed 2 weeks because the item was out of stock (their fault, not mine). When you order from their site, there is no real time information about the item being in stock or estimated delivery time. They called me to tell me the sunglasses I ordered were out of stock and asked if I still wanted to wait 2 weeks for it to ship but did not mention they would charge me $20 to cancel the order if I changed my mind. Sketchy. I ordered from Dillards.com and got the same sunglasses within 5 days in my mail. Anyhow, I will stick to ordering from the manufacturer, not from sketchy third parties like coolframes.com

From the moment I paid for the sunglasses that I ordered it was all downhill from there... They do not keep any frames in stock they order from the manufacturer once you place your order and if you're lucky if the manufacturer even carries the ones that you pick which in my case I had to pick go through four or five different pairs before I got the ones that were close to the ones I wanted to begin with because the manufacturer no longer made them then why would they have them on their site for sale? SMH!!! And on top of it they forgot to send the eyeglass repair kit and everything that I paid for !!! please pick a different site or go straight to the manufacturers!!! Don't waste your time or money!!!

On the 24th April I bought some Prada glasses and paid a whopping US$54 to get them express delivered to me in Singapore. Six days later I was told by Cool Frames that they had jus processed the order and had to order the glasses in which would take 1-4 business days. They would then send them express to me in Singapore. On the 11th May, I received the glasses, but instead of my Prada, they sent me some Raybans, which, not disrespect to Rayban, are not great looking. I advised Coolframe of their mistake and they advised me to send them back, for which they would pay up to US$12.00 of the fee and then only when they received the glasses back, would they send mine out. After my somewhat angry response to this pathetic offer, they agreed to pay the cost of the return but would only send my glasses when they had received the Raybans back. If it was me managing the business, I would have apologised, advised my client that the correct glasses would be sent immediately and the full cost of the return courier paid upon receipt of the invoice. Never again!

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!!!

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.

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.