Great customer service
The company worked with me to get the lenses just right. Even though I had to pay for returning the glasses, it was still way less expensive than chain stores. I’m very happy with my glasses and sunglasses!
About Cool Frames
Data updated- Website
- www.coolframes.com
- Category
- Health & Medical
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 55 reviews
- Replies to negative
- 0% (0/22)
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About this business
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.
Written by the business, not verified by us.Is Cool Frames legit?
Cool Frames (www.coolframes.com) has a 3.9 out of 5 rating on OK.one, based on 82 user reviews collected here. It is listed under Health & Medical and its reputation is mixed. 22% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-09-05.
What reviewers say
AI generatedReviewers had a great experience with this company. Customers frequently share that navigating the website and completing their purchases is a wonderfully smooth process, while the support staff always offers exceptionally helpful and polite assistance. Many buyers are also genuinely thrilled with the fantastic quality of the finished glasses and appreciate receiving their stylish new items quite quickly. However, some customers also noted unexpected shipping delays, along with frustrating issues regarding incorrect frame colors or items arriving damaged. A few people additionally mentioned persistent difficulties in getting helpful responses when attempting to resolve these specific problems or secure fair refunds.
Auto-generated from all reviews of this business. For reference only.What people say
Best Desicion
Me and a friend of mine both decided to try this site to purchase frames and to get our progressive lens prescriptions filled. This place did not disappoint!! Our glasses came back and they are perfect! Cust service answered all of our questions along the way. We also received them pretty quickly. I highly recommend to anyone who is in need of glasses to use this place. You will end up here just like me writing a good review.
I ordered glasses twice from them…
I ordered glasses twice from them should have learned the first time, they put the wrong prescription in the first time, second time they did it again wasn't even close to my prescription. When I called to discuss the representative hung up on me. They are rude and have no idea what they are doing, very poor service.
Took a chance I am sorry for taking...
Took a chance because they were the only company that carried the frames I needed. I recently had new lenses put in my beloved frames and then the frames broke. I needed to replace the frames only. I paid for expedited shipping on a Tuesday, and finally called the company 9 days later. They said they sent an email explaining the delay (not in stock) but I never received one, and yes, I checked my spam folder. Customer service was polite, but the company is untrustworthy. My exedited shipping will NOT be returned. Good thing I received a 10% for being a first time customer. I am also a LAST time customer. Hope to be receiving the frames soon.
Go elsewhere they suck
I used to buy my glasses from there they had the brand that I like only on their website! Anyway I got the glasses and the lense gave me a headache i paid a total of 315.90 cents they refused to give me my money back for whatever bullshit policy they have I got a very nice pair of glasses from Zenni for literally 79$ and its the same type of lense Don't be fooled by them or any place that sells glasses at this astronomical prices it really doesn't cost that much
My experience was super smooth
My experience was super smooth. Seeing reviews on here def scared me but for me customer service was responsive and nice even after I made a mistake. I ordered on a weekend and w a holiday but they still got them to me w in like 2 weeks. I’d recommend.
Surprisingly pleasant experience! 10 star!
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 online search and came across Cool Frames who by all appearances carried the same frames at half the cost. I decided to take a chance. The frames were on backorder, but Cool Frames kept me in the loop. When they arrived, they were absolutely perfect! I couldn't be happier!
Support went above and beyond to make…
Support went above and beyond to make sure I got glasses that were right for my eyes. Responses were timely and they really cared that I had glasses that met my needs.
a customer for many years for good reason
I have ordered from Coolframes for years and always have great service. Jeffrey has helped me through several of my problems and always responds immediately. Great prices, wonderful service, fantastic company.
There was a hiccup with my order and…
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 other needs met without hassle or issues. The company even sent me a shipping label to return my glasses promptly and fixed them fast. I was impressed over all with the help and quality of my glasses. I highly recommend this company. They do a very nice job.
They sold me a counterfeit frame
Very quickly response in e-mails and…
Very quickly response in e-mails and very efficient shipping.
Great customer bought 2 pair off…
Great customer bought 2 pair off Cartier brand glasses from them, speedy delivery hassle free.
They send me a wrong item
They send me a wrong item , and I have to pay for the exchange.
I had a great experience with Cool…
I had a great experience with Cool Frames. Besides one other (that was reviewed worse than cool frames), they were the only online shop that carried my decade old frames. I read all the bad reviews and was worried about ordering from them. I bought the frames and emailed them. I said that if everything went smoothly, I would write great reviews but if not, I would write bad ones. After that their communication was great. They gave me timelines and updates. The best thing is that I got brand new frames (no lenses) that I thought were discontinued. I got them quickly within the timeline promised. I couldn’t be happier!
First of all it took entirely too long…
First of all it took entirely too long TO RECEIVE PLASTIC LENSES THAY WERE CRACKED! And then the quality is so flimsy! (I had tried on the real thing already so wasn’t fooled by the counterfeit.) Then they think it’s okay to keep your money and make you send damaged glasses back when they know they send out junk constantly by the reviews and folks I’ve spoken to now over this. Anyone who wrote a good review had to be paid or is family or friends of these scammers! If only I could add pictures or video. Unbelievable that these would leave their facility with CRACKED AND DAMAGED LENSES?!?! (They neee to be shut down!) $500 for plastic lenses in counterfeit glasses that are cracked. You think this is China?!? We have laws here!
NOT authentic lenses. Check your order!
I ordered prescription lenses and frames from them, from the start there were many issues. The last pair was correct. However I found out my prescription was incorrect. So I went to a local lens place to have them fixed, only to find that I was sold Ray Ban frames, but they did not have Ray Ban lenses. What I ordered included “authentic” lenses and frames. Everywhere on the website states that everything sold on their website is 100% authentic. However, my lenses are knock off/ thrid party lenses, as they are (now I found out) not authorized to sell Ray Ban lenses with the Ray Ban logo on the lense. I have reached out to them several times asking for an explanation of why I didn’t receive the correct authentic lenses and why it is not disclosed anywhere in the purchase process, order, or on their website. They will not replace or refund me for this false advertisement. Instead they said that it’s just me trying to get refunded for one of my pairs of glasses that has the wrong prescription. Which is not true. I would be fine if I got what I ordered. I did not. I asked repeatedly to speak to a manager. They won’t let me. And keep declining to admit fault. The last email said that “ Adding the Ray-Ban logo to the prescription lens would be a special order through Ray-Ban labs and would be more expensive than the usual prescription lens since they carry the brand's logo. This is something that has not been requested to us when you placed the order. “ There’s nothing stating that I need to request this. Additionally the picture of what I ordered SHOWS it on the glasses. That is false advertising and this company is scamming people. As you can see from the attachment, the glasses show the Ray Ban logo on the lense.
Cool frames really came through for me
Cool frames really came through for me! First of all the ordering process has been super smooth they helped me input my insurance information for me. Great customer service. And they warrantied my frames after an accident when I wasn’t even expecting them to which was awesome! I’m super satisfied! I am now a repeat customer thanks coolframes!
Buyer beware this is a fraud company
Buyer beware this is a fraud company, selling fraud and counterfeit frames. Their customer service is also non existent and a scam. Ordered a brand name frame with prescription lenses which arrived broken and shattered. Sent pictures of the shatter and broken frame and lenses to CoolFrames and was promised a new pair to be sent out asap. A month later only a replacement frame arrived without the prescription lenses. Customer service was not compliant and refused to refund. Don't buy anything from these scammers!
Great customer service of Cool Frames.
The customer service of Cool Frames went beyond the call of duty to rectify a problem I caused. I made a mistake with the shipping address and the glasses were returned. They had the glasses overnighted to the correct address.
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