Review Time
Done business with this company for a Year or so and my experience has been nothing short of stellar and amazing.
Even with any issue Cool Frames has went out their way to fix it.
This is the place to buy your eyewear
Louise saved my opinion about Cool Frames. I ordered two pair of non-prescription frames on Dec. 19th and never got an email followup about shipping/delivery status. I called customer service on 1/2/26 and the person assured me they were shipped and would send me an email verifying that info. Crickets - no email. Searched junk, etc. Now it's a week later and no glasses, no email. I called and Louise was so professional, articulate, knowledgeable and kind. He followed up with an email and making sure I received it and gave me the tracking number. The communication with Cool Frames (except for Louise) was very poor compared to other online companies and being on hold when you call is the most annoying I have ever encountered, having to press # to stay online every two seconds.If I had not had the experience with Louise today, I would have cancelled the order if I was able to and never used Cool Frames again. I was lucky to get him when I called Customer Service.
I called into the sales department at Cool Springs to check on some glasses and leverage some options on a pair of glasses I had received that needed some adjustments. I spoke to Louise and he was exceeded my expectations on professionalism, patience, support and commitment to ensuring me I was taken care of, Kudos Louise and keep up the fabulous work.
I’ve purchased several pairs of glasses over the years but this company is going downhill fast. Customer service is nonexistent!Expedited delivery means nothing, it will still take you months to get your glasses and with zero communication from the company.There are lots of choices in this space and I’m finished with this one. Frames Direct is much better.
I received my glasses 44 days after I ordered them. Although customer service is friendly, I get told the same thing that they will escalate my order as a priority and I should get them next week. Next week comes and goes and then told the same thing. Me personally, I feel the savings are not worth hassle. Next time I'll just pay the higher price at the eye doctor and support a local business instead. Lesson learned!
BUYER BEWARE: This company has no customer service. I spent $700 on a pair of glasses, paid for two day shipping once they were ready. They arrived yesterday after about two weeks, the frame was broken clearly from where they has incorrectly pressed in the lenses and just decided to ship it anyway becuase who cares right!! We can do what we want. No you can't. I called and emailed them multiple times their offshore customer services had no authority to really do anything, their website says if you have Damaged or Defective items they will "promptly" correct the problem at no cost to customer, this is clearly a lie.Their solution, to send me a return label via USPS ground from Florida to NY (5 days transit time) and then it would take them an additional al 5-7 days to change the frames and ship back. So roughly a month+. I don't think so. An extra two weeks is not promptly.I requested they send me the new frame and I then I could pop in the lemses and then return the clearly damaged one they sent first time so I am not delayed or inconvienenced any further.They refused to send new frames via two day shipping before returning broken ones (which is normal with e-commerce, think Amazon and any other online retail store) they also refused to refund my money and refused to do anything other than their two week ground round trip.I have filed a claim against this company with my credit card company and I have also logged a complaint with the NY State Attorneys Consumer Protection office. I will be getting my money back and I would advise you shop elsewhere. I will post an update when available.
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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.
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