There was a hiccup with my order and the representative who helped me was very kind, understanding, quickly responsive, and able to help fix everything. I was able to get the exact prescription and o... See more
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Review summary
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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 ne... See more
Company replied
Surprisingly pleasant experience! This was my first order from Cool Frames, and they did not disappoint! I saw frames that I loved at my optometrist, but they were way out of my price range. I did an... See more
I reached out to the live chat becuase i needed help replacing a set of scratched lenses for my 1st grader's glasses. the agent Weya was very helpful and upon realization that i had to send the glasse... See more
Company replied
Company details
Written by the company
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.
Contact info
2907 Ocean Avenue, 11235, Brooklyn
- 1-888-293-4755
- sales@coolframes.com
- www.coolframes.com
3.9
Great
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 9% of negative reviews
Typically replies within 48 hours
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Easy to order and fast delivery
Easy to order and fast delivery. Glasses arrived sooner than expected.
July 14, 2025
Reply from Cool Frames
Hi Ben,
Thank you so much for your kind words! 😊 We're thrilled to hear that your ordering experience was smooth and that your glasses arrived even earlier than expected.
We hope you're loving your new glasses, and if you ever need anything else, we're just a click away. 👓✨
Regards,
Anne
Cool Frames LLC
Persol hasn't disappointed 🩷
The 2 pairs of glasses are great and the sunglasses are too! Once I get to my eye doctor I'll be able to get my prescription in them.
July 14, 2025
Reply from Cool Frames
Hi Lauren,
We’re so glad Persol delivered on style and quality, and we can’t wait for you to enjoy them even more once your prescription’s in. Thanks for sharing the love! 😎👓
We look forward to be of service again in the future.
Regards,
Anne
Cool Frames LLC
Mark Provided Excellent Customer Service
Mark provided excellent customer service. He listened carefully to my issue, and he took all the necessary steps to fix my problem. When he had to put me on hold, it took longer than he expected, so he came back on the line to let me know that rather than having me wait on hold, he would call me back as soon as he had the resolution. He said he would call back within one hour, and he did. He was friendly and knowledgeable.
July 14, 2025
Reply from Cool Frames
Hi Bonnie,
Thank you so much for your thoughtful feedback! We’re thrilled to hear that Mark provided such attentive and caring support.
We'll be sure to pass along your kind words. Your experience means a lot to us!
Regarrds,
Anne
Cool Frames LLC
Selling used and claiming new - resolved
I purchased youth Ray-Ban sunglasses. It stated the size was 45-18-130 but these frames would fit an adult. Why? Because they are defective. The stems are cut and attached too far from the glasses which makes the stems swing out wide. On top of this, the frames are scratched on the front! So maybe this is a damaged or used pair they are selling as new. When I requested a refund, they automatically charged me $25.
Update July 21, 2025. Cool Frames customer service contacted me and asked that I provide them with pictures of the defects. Upon receiving the pictures they advised me to return the frames and they would provide a full refund. I received a partial refund last week and they advised today they processed the remainder for a full refund. It’s nice that customer service was receptive to customer concerns which is very important.
July 14, 2025
Unprompted review
Reply from Cool Frames
Hi Andrea,
Sorry to hear about the issues with your glasses. Upon checking your account, you have ordered a Ray-an Junior eyeglasses which are usually a small fit. They are normally intended for kids and teens as they’re scaled-down versions of classic Ray-Ban styles, made to fit smaller faces comfortably. A size 45 is actually relatively small. Most adult eyeglasses are sized 50mm and up.
All frames we sell are brand new and sourced directly from the manufacturer. If there are impurities on the product, we urge customers to reach out to us first so we can provide further assistance. We can definitely have them replaced, or you can also exchange them to a different model if they are not a good fit.
I will be reaching out to you directly and we'll be happy to assist with your concern.
Regards,
Anne Ext 523
Reply from Cool Frames
Hi Sharon,
Thanks so much for the kind words! 😊 We're thrilled to hear your order arrived quickly and that our team made a great impression. We’re always here if you need anything!
Regards,
Anne
Cool Frames LLC
Please read you may have the same experience
I have had glasses since I was in 2nd grade. I’ve never had my glasses just snap in half just from wiping my lenses. I was in my air conditioned car and stepped out. Of course my glasses went from being in 60 degrees to 92 degrees so of course my lenses would fog up. I went to wipe them and my glasses snapped in half on my nose bridge. I went to reach out to support. The returns team said that the damage to the frames were not covered under manufactures warranty. Not only have I worn these frames only for 6 days but they could not cover it. My glasses failed me. I had to drive 26 mins home not being able to hardly see. Also have astigmatism. I am not happy with this company. My support lady Aurea was absolutely amazing and did everything she could to try and get my replacements. It’s not her fault. I do not blame her. Only the company.
July 10, 2025
Unprompted review
Reply from Cool Frames
Hi Caren,
I am sorry to hear about what happened with your glasses. Sadly, the manufacturer's warranty only covers manufacturer defect, such as paint chipping off, metal discoloration and hinge breakage.
I understand your disappointment that the accidental damage cannot be covered with warranty. As a one time courtesy, we can offer a replacement at no cost, you just need to mail the glasses back to us and pay a processing fee of $10 which will cover the shipping fee of the new glasses to you.
I will be reaching out to you directly as well to provide the details.
Regards,
Anne
Cool Frames
Terrible cusomer service
Terrible customer service. Took two weeks longer to receive a pair of frames compared to another online vendor when ordered at same time. Cool Frames sent defective/damaged product and would not refund full amount but took a $20 fee from my full purchase price for a defective product. I had to have my prescription filled in another pair of frames for vacation and explained to Cool Frames that I did not want to go through the same experience waiting for them to send me replacement frames and wanted a FULL refund. I also actually called Cool Frames customer service twice at the beginning of order to cancel the order because it was taking too long and they said they would have to charge me to cancel so I declined hoping I could hang onto the frames and use later rather than paying Cool Frames more money. Very terrible and difficult experience and I would not recommend EVER ordering from this company. Even when the refund was issued to my Paypal account, it sat on list as "pending" for way too long and then when I called to find out what was going on I was on hold as "next in line" for 15 minutes so gave up. RUN AWAY FROM THIS COMPANY. Contrary to what the company response is to my review (see below), I ordered these frames on JUNE 4, 2025 not on July 4th SO THE RESPONSE THEY GIVE BELOW IS VERY WRONG. I RECEIVED THESE FRAMES ON JUNE 16TH AND IMMEDIATELY CONTACTED CUSTOMER SERVICE TO RETURN ON SAME DAY (JUNE 16th). THAT MEANS THAT THE NUMBER OF DAYS TO RECEIVE MY ORDER TOOK 12 DAYS OR ALMOST 2 WEEKS.
July 5, 2025
Unprompted review
Reply from Cool Frames
Updated response [July 17, 2025 2:32pm]
Hi Wendi,
I apologize for the confusion on the dates.
You are correct, the order was placed on June 4th. Nevertheless, it was still shipped within the expected processing time of 1-4 business days as stated from the website: https://www.coolframes.com/shipping-returns?zCountry=US.
We did ship them on June 9th, and it is the delivery process that prolonged the wait since you only opted for standard shipping (3-6 business days for West Coast).
______________
Hi,
We're genuinely sorry to hear about your dissatisfaction with the service and wanted to clarify a few important details for transparency.
We understand concerns about the return process, and contrary to what's been mentioned, we did provide a free return shipping label so you could send the item back at no cost. This was part of our effort to assist promptly and make the return as hassle-free as possible. We checked the system and confirmed that you did use them to send the glasses back.
We did acknowledge the quality issue on the product received and offered you a replacement at no cost but you opted to have a refund which was successfully processed on July 1st. We did send you another confirmation email today about your refund.
As for the processing time for your order, upon reviewing your account, you ordered them on July 4th which was a holiday followed by the weekend so the order was processed Monday the following week and we shipped them on July 9th. You also only opted for a standard shipping which was openly stated on the website would take 3-6 days for delivery if you are on the West Coast. The order indeed took 5 days to be delivered which arrived with you on June 16th.
We take pride in helping our customers thoroughly and respectfully, and it’s important to us that feedback shared publicly reflects the facts. If there was any misunderstanding or further support needed, we're more than happy to continue the conversation directly and ensure everything is resolved to your satisfaction.
Regards,
Anne
Cool Frames
I had such a great experience
I had such a great experience! The person I chatted with understood EXACTLY what I was looking for. I was having trouble getting everything just right, so I sent over a picture of the glasses I wanted along with my prescription. I explained that I needed the sunglasses to look exactly like the photo—but with my prescription. The very next day, I received an invoice saying they were ready to order. I placed the order, and when they finally arrived, they were absolutely perfect—just what I envisioned. Thank you so much for the attention to detail and fantastic customer service!
July 9, 2025
Reply from Cool Frames
Wow—thank you so much for sharing this beautiful feedback! We’re absolutely thrilled to hear that your experience was so smooth and satisfying from start to finish. 🕶️✨
We appreciate your business and if you ever need anything again, we’re just a message away!
Regards,
Anne
Cool Frames
Weya had the best customer service
Weya had the best customer service. She helped me complete my order when I had trouble. Best customer service experience I have had in a while.
July 7, 2025
Unprompted review
Reply from Cool Frames
Hi Lance,
Thank you so much for your kind words! It means a lot to know you had such a great experience—we’ll be sure to share your feedback with Weya.
Looking forward to serving you again soon!
Regards,
Anne
Cool Frames
The Sales team was able to solve all of my issues
Update: the team from cool frames did reach out to me and rectified the situation fairly quickly- which I greatly appreciate! They contacted the manufacturer and it was discovered to be a manufacturer error and they shipped me the correct frames I ordered. They also sent me a return label for the incorrect lenses- which is what I originally requested. So I would suggest that if you have issues with the initial customer service person, reach out to their sales email.
This was my second time ordering from this company and I will never order from them again. I ordered frames (exact same frames I ordered from them a few months ago, my kid broke them again). I ordered a Navy/Red with Gunmetal colored frame. Immediately they sent me an email saying it was on back order until July 8, which I was totally fine with and agreed to wait. To my surprise I received the frames on July 4th, only to discover they were Navy/Red with bright gold metal- they were not even close Color metal to the previous frames I purchased.
I immediately emailed the company, they asked for photos- I provided photos of the new frames, my old frames plus the frames on their website which did not match the frames I received. They told me that since that was what the manufacturer provided them then basically there’s nothing they can do about it- I could just send them back the frames and pay for shipping out of pocket plus only get a refund of the product and not the initial shipping fee I paid! I was so disappointed! So basically I’m out of pocket 2 shipping fees because of their mistake- and they DO NOT CARE. I will never ever order from them again and I’ll make everyone knows not to trust them!
July 3, 2025
Unprompted review
Reply from Cool Frames
Hi,
I am sorry to hear about the issues with your order.
I have reviewed the photos you sent via email and I do agree the metal part looks different from your own pair. I did spoke to the manufacturer and raised your concern and they think it could be a production error. They are currently investigating further and I will be in touch to provide you an update. We will definitely try our best to get you the right color.
I would be happy to request a return label for you as well, we just need to determine the best course of action first before we provide instructions for you to return them.
I do apologize for the inconvenience.
Regards,
Anne
Cool Frames
Reply from Cool Frames
Hi,
Thanks a ton! We're thrilled you had a great experience—it means the world to us! 💙
Regards,
Anne
Cool Frames LLC
I gave a good rating at first
I gave a good response at first but now I am giving it a 1 star because cool frames didn't give me a correct tracking number it has too many characters and I can't even track my order. It is the weekend and I can't even get in touch with them. They promised that I would receive the glasses in 2 days - nothing so far, I am disappointed and disillusioned since I can't even find my order number o their site. What a mess.
June 25, 2025
Unprompted review
Reply from Cool Frames
Hi Bonita,
I am sorry to hear that you are having difficulties tracking the order.
Upon checking, you have been given the correct tracking number and the order had been delivered last Saturday. The reference should work on the USPS website.
As for the order processing, frame-only orders has a processing time of 1-4 business days and we believe this timeframe had been met since the order was placed on June 23rd and you have received them on the 28th.
We apologize for the inconvenience tracking the order.
Regards,
Anne
Cool Frames LLC
Incredible service focus on customer…
Incredible service focus on customer need, they even call me to my country of residence in the another hand quality of the products I get fabulous.
Thanks Gen!!!!.
June 13, 2025
Unprompted review
Reply from Cool Frames
Hi Sergio,
We’re so happy to hear that you have received a great service and that the quality of your purchase hit the mark! 🌟 We'll make sure Gen knows they made a fabulous impression.
Thank you for sharing your experience!
Regards,
Anne
Cool Frames LLC
Everything was flawless
Everything was flawless! From selection, ordering to receiving my glasses.
June 27, 2025
Reply from Cool Frames
Hi,
Thank you so much for the kind words! We're thrilled everything went smoothly from start to finish—enjoy your new glasses! 👓✨
We look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Reply from Cool Frames
Hi Christine,
We are pleased that you are happy with the quality and the pricing of the glasses. We really appreciate you taking time to leave us a nice review.
We look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
My only problem
My only problem , I wasn’t sure if I could order sunglasses without making choices on lens. Did a live chat and was told”just order the glasses” wondered if I was going to get frames only! Got sunglasses! Yea!
June 26, 2025
Reply from Cool Frames
Hi Kathy,
We're glad to know you were able to get the sunglasses you need! Thank you so much for leaving us a nice review.
We're here if you need any help and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
I had been searching for these glasses…
I had been searching for these glasses frames and you had them, yeah!! It didn’t take very long at all to receive them.
June 24, 2025
Reply from Cool Frames
Hi Lou Ann,
We're so glad you finally found the frames you’d been searching for—with us! We're thrilled we could get them to you quickly and just the way you wanted. Thanks a ton for sharing your experience—it means the world to us! 🕶️💙
Regards,
Anne
Cool Frames LLC
Great customer service & product
Great customer service; glasses arrived in perfect condition and exactly as ordered!
June 24, 2025
Reply from Cool Frames
Hi,
Thank you so much for the wonderful feedback! We're thrilled to hear that your glasses arrived just as expected and that our customer service made a great impression.
Looking forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Amazing Customer Service from Weya
I ordered glasses from this company and had a couple different issues. Weya, was able to solve all of issues quickly. Weya made a somewhat difficult situation go very smoothly and efficiently. I will continue to use Coolframes in the future and recommend them in large part due to the customer service I received from Weya.
June 24, 2025
Unprompted review
Reply from Cool Frames
Hi Lucas,
Thank you so much for your thoughtful review!
We're sorry to hear there were some bumps along the way, but we're thrilled that Weya was able to turn things around with care and efficiency. Your kind words mean a lot, and we'll be sure to share them with her—she’ll be over the moon! We truly appreciate your support and look forward to serving you again. 👓💙
Regards,
Anne
Cool Frames LLC
Great costumer service
Great costumer service, I never felt rushed or pressured. As a matter of fact I wanted to stay and hang out. I had a great time trying on all sort of frames, even some silly ones for pics. Love those guys
June 23, 2025
Reply from Cool Frames
Hi Lenny!
Thank you so much for this joyful review! We’re thrilled that you felt so comfortable and had fun during your visit—that’s exactly the kind of vibe we love to create.
We look forward to seeing you again in the future!
Regards,
Anne
Cool Frames LLC
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