Cool Frames Reviews 4,667

An order of glasses ordered were made wrong to the other 2 pairs i ordered, customers service a total waste of time and now cost myself money to return.......

Ordered glasses.Was told it is on back order.Been three weeks like that. Called in to cancel.Got hit with a $20 charge because I placed the order. Never mind they can't give me a date when the frame will ship.I get it if a customer returns a delivered ordered and they charge restocking fee etc. What a scam charging a fees for order that wasn't shipped due to them not being able source it.
Stay away.

Save yourself the headache and take your business elsewhere.
I ordered designer prescription glasses which I spent over 500$ on. They arrived WEEKS past the expected delivery date, and when they finally showed up, they weren’t the correct prescription..

I reached out to customer support, hoping they’d send me a return label for a refund. Instead, I got scripted apologies and was told they don’t refund the cost of lenses, even if they’re incorrect. And offered to remake the lenses “free of charge,” which will take 4-6 weeks as if thats some kind of favor.

I’ve spent hours going back and forth with them through chats and emails since January, just trying to get a return label for a partial refund. Its now March and I’m STILL waiting.

I purchased a pair of glasses that ended up not fitting - frames only, no lenses. I attempted to submit for a return, only to find that "coincidenally" their system was "unable to process at this time" and that I needed to contact them. I called them, again "coincidentally" I was the 6th person in line. Wow, lots of people calling customer service all at once. How shocking. I held for 22 minutes until I was the first in line only to be disconnected. Again, shocking. Sounds much like another reviewer. What a scam. I expect a response from the company. If not, I'm submitting a chargeback. UPDATE: I immediately called back and selected the extension for sales instead of customer service. I HELD FOR AN HOUR EXACTLY. A moment later, I was disconnected. The is zero doubt this website is a complete scam. Do they sell glasses? Yes. Do they violate their return policy and prevent you from returns or any communications by blocking your calls? Absolutely.

Lee weissman went above and beyond with helping me purchase my frame a once bad experience has turned out to be a great experience, they carry frames that are hard to find Anywhere else.
Thanks lee for your help

Very helpful in resolving my issue.

I ordered new glasses on 1/20. On 1/24, I got an email saying your glasses are being assembled and will be ready for shipment within 1-2 days. The last few days, I have been trying to reach them, because I am worried this is a scam. I have emailed with no response. The chat feature says sorry we missed you and to leave a message, and they will get back to you which they never do. One time I chatted with someone, and they said it will take a few minutes to check the order, and they said they would email back which never happened. I called and waited over 30 minutes and when I was number one and finally connected, it hangs up on you. This morning I was number one next in line, it hung up again. I now want a refund, but there is no way to get in touch, so I will report them to the Better Business Bureau.

Purchased glasses from this website and extremely happy! They are spot on with my prescription and the quality is excellent of my new Prada glasses. Customer service was exceptional, thank you Coolframes!

Excellent glasses and a perfect prescription.

Took over a month to arrive, as they had to order the frame and the first lenses produced were not of adequate quality. I appreciated that they took their time to get it right.

Don’t buy if out of country (Canada in particular). Prices don’t include duty so you’ll get stung on delivery. Particularly irritating when you buy from a .ca site in Canadian currency.

Yes, people tend to only leave reviews when it's negative. However, after 3 months waiting for my glasses order to no avail I was only able to get a refund via PayPal claim. Customer service was abysmal and clearly is outsourced to some poor, clueless souls in a call centre halfway round the world. Utterly useless. Outright refused to refund me until USPS came back with conclusion on missing parcel.

DO NOT ORDER FROM THIS COMPANY! I provided a recent eye glass prescription with my order but the glasses I received did not have my prescription. I spent hours online with customer service trying to resolve only to get bounced around and even disconnected with no resolution. All I received were excuses about the additional costs needed to correct the order. I have designer frames that kewt - but not useful!

This company is a fraud. After three weeks they have not even started to work on my order. Different support sources (like Live Chat and email updates) feed you incompatible info. The phone number listed in Contact Us is a number of a company which has nothing to do with them.

I ordered glasses on their page and after 2 months of them lying to me that my glasses are on the way (on their page they advertise international shipping in 8 days which is a blatant lie), they still have not arrived. I asked for refund, and they told me they will have to reship glasses I never ever received and that they will refund me if I cover the cost of reshipment. Imagine the audacity, asking for me to pay for whatever they managed to mess up. Most likely they hope to scam me once again. By far the worst experience I ever had shopping online, and I shop online a lot. I feel legit scammed for the first time in my life.

I recently visited Cool Frames to shop for new glasses, and my experience was fantastic. The staff was incredibly friendly and helpful, guiding me through their wide selection of frames and helping me choose the perfect pair for my style and needs.
Their collection was impressive, with options to fit every budget and taste. The team took their time answering all my questions and made the process smooth and enjoyable.
I’m thrilled with my new glasses and will definitely return in the future. Highly recommendfor anyone looking for stylish frames and outstanding service!

The website itself was very helpful in making sure I got the prescription I needed, and the frames are exactly the ones I wanted! I would have given them 5 stars if it wasn’t for the surprise $80 DELIVERY FEE??? They showed no delivery fee and then the ups driver showed up at my door telling me I owed them $80. Just tell me next time.

I placed an order on November 24, 2024, and paid for my item, but I still have not received it!!! The promised delivery timeline was not followed, which has been very disappointing and frustrating. When I reached out to ask for a refund, my request was refused. I expected better service and communication regarding my order. Overall, this website is not reliable, and I would not recommend it based on my experience.

When you say shipping is included you should include it all I had to pay UPS a hefty fee before they would give me my glasses

I placed an order with Cool Frames because they were the only company I could find that carried the frames I’d been searching for.

During the process, I called to provide my new address, and they assured me it had been updated. When they contacted me to let me know my glasses were nearly ready to ship, I noticed the address was still incorrect. I called again, and once more, they read back my new address and confirmed it had been changed.

Despite this, when I checked the tracking, I saw the glasses had been shipped to my old address. When I reached out to them, their response was:
“Our support team has suggested that if you are in contact with the current residents at your old address, we can provide them with a shipping label so they can forward the package to your new address. If this is not possible, we can only file a claim for the package.”

It was not feasible for me to approach the new resident.

As someone with years of experience as a customer service manager, this response is completely unacceptable. Cool Frames should have taken responsibility for their mistake and offered to remake the glasses at no cost.

I’ll be returning to Warby Parker, where the customer service is exceptional and mistakes like this are handled with care and professionalism.
My advice: read the reviews of companies before making a purchase. If they have a lot of poor reviews, as Cool Frames, there’s a reason. Stay clear.