Cool Frames Reviews 4,667

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.

It was a one of the best customer service in my experience.Louise, Customer Service Representative
was very knowledgeable, informative and very friendly.He help me to go with my glasses order smoothly and in timely fashion, Thank you for the great service

It was the first time ordering from your company. You had the frames I wanted in stock.
Mark was very kind in helping me place my order.
Thanks

Customer Service was responsive and supportive. Great team!

First of all, Louise is one of the kindest and most efficient people I've had the pleasure of working with. He was very helpful in my transition and very thorough.
Also I love the quality of your glasses.
Thanks so much! Gaye Hill

I sent an email to the sales team, but I will post it here, as well!

Probably the best pair of glasses I have ever had. Easy to order, great communication and arrived pretty quick. Good job! Love them!

Cool Frames is indeed COOL. This is how you do online eyeglass shopping and customization. BOOM.

Great frames, great price. Quick delivery!

I have ordered several pairs of glasses from Cool frames and I am never disappointed.

Jacob was very helpful, answered all my questions with details, and made sure I got what I wanted

Communication of order and shipment tracking was excellent. Glasses came exactly as ordered!

Best selection of frame and best pricing of all the online eyewear websites. Orders are assembled and shipped quickly. Ive ordered several pair through them over the last few months. The one time I needed customer service because UPS lost my package, they took care of it right away.

If good customer service is your expectation, then look no further! A sales representative by the name of Louise assisted me with finding the frame I had been looking for, for months!
The problem was it was a frame from Gwen Stefanis 2015 line of eyeglass frames. I had even contacted the manufacturer and was told no.
So imagine my delight when the frame arrived just a few days later. I do not think I even really believed it until I opened the box, and there it was! When Louise, from Cool Frames, called the manufacturer, low & behold, there was one available!
So ask for Louise at ext 520 should you have any questions!
Jennifer

My frames took a while to arrive because they had to be ordered from the manufacturer but the customer service reps were very kind and reached out to me promptly when I emailed them on the status of my order. The frames came exactly as shown on the website and are super cute.

easy to buy from. pricing is competitive. product was top quality.

Once it was realized my merchandise had to come from overseas, a new and reasonable delivery date was given. My frames arrived on that date and I was totally satisfied with my purchase. Good customer service involves transparency and honesty, for me that carries more value than all the coupons and discounts. I will be doing business with Cool Frames again🙂

I bought bifocals, but hadn't ever ordered them online before. I need the bifocal line to be higher than is standard, but didn't remember that, nor would I have known how to order that as there was no input area on the form. However, in the company's defense, it is hard to determine that position because lens height determines where that line should be. If you order new glasses with lenses deeper or more shallow than what you are currently wearing, you'd have to know how that new frame sits on your face to determine your sweet spot.

So I chatted with the team and they said OF COURSE we'll remake them. And since it was my fault in the first place, I fully intended to be charged for the new lenses. Nope, they only charged me the $10 processing fee. WOW!

And yeah, it took time in the mail for me to send back my glasses (after marking where I wanted the bifocal -- according to their excellent instructions), and then wait the 5 days for the new glasses to arrive.

But now I have a relationship and know how to communicate with them for the future. In the future, I will buy the frames, mark them, then send them back before finalizing my order. Truly I can't see how anyone would know if a new glasses would fit them or look good on their face without trying it on first.

So that is what I'll do in the future.

CoolFrames was so good to work with. And for the most part, I think they have a very good selection of glasses. Thanks for a great experience!

Over all design of my glasses and the service is very good and satisfying specially the quality of the material i like thw most!!!

My experience ordering a pair of frames from
Cool Frames was great! I received the frames I ordered in a timely manner and with no issues. I would highly recommend them for ordering designer frames at a more reasonable cost than what you find at your local eyewear shop. Additionally, I would order from them again!