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.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.
Reviewers 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.Bought some Converse frames for my son did my homework made sure they were the correct frames when I got the frame frames and tried to put the lenses in the frames snapped tried to call cool frames and let them know. I had to go get glasses elsewhere they told me they would not refund my money, but would let me get another pair of glasses. I would not buy anything from this company.
Louise was excellent! The manufacturer had an unexpected delay in getting my order to cool frames. Louise went above and beyond in tracking down the issue, even scheduling a return call after doing some investigating to inform me of what caused the shipping delay, and what they would be doing to correct it. Even though the manufactures delay will cause everything to take twice as long as I had hoped, I would still buy from coolframe again simply because of this experience with their customer service team.
Dear Jan, I am writing to confirm the safe arrival of my second pair of glasses, and I am absolutely thrilled with them! The fit is superb, and the quality of the lenses is outstanding – perfectly clear and precise. Your team has truly done an exceptional job, and the craftsmanship is evident. Despite the initial delays and the complexities of the order, the final product is fantastic, and it was certainly worth the wait. I am genuinely impressed with the quality and the excellent resolution of this order. I am very pleased to be a CoolFrames customer and will not hesitate to recommend your services. I certainly look forward to making future purchases from you. Thank you once again for your diligent assistance and excellent customer service throughout this entire process. Sincerely, dharmesh desai
Cool Frames took my order, then updated me on status routinely. It was seamless and I just waited for the finished product to arrive. They were are perfect.
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
The two people who helped me today, Mark and Jacob were patient, thorough and kind. I was able to get my glasses replaced because of their help.
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 ordered my glasses on 11/19/25 and as of today 12/26/25 still no glasses. I was told my lenses failed quality, I wanted to love this company but I’m going to have to get my glasses done elsewhere, would not recommend this company for prescription glasses
SCAM These folks just took my $500 and decide to cancel and not refund
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!
Love the sleek look and super-light feel of these sunglasses. The G-15 lenses are excellent. Slightly pricey, but totally worth it for the quality!
My glasses and lenses failed quality control two times they told me they're gonna ship it out as soon as possible.I had to wait an extra two weeks then.They waited a whole nother two days.So now I have to wait over the weekend when I paid for next day.Air, not a good experience at all
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.
Had to contact customer service multiple times and every single time I was given a completely different answer. First, it was, oh your frames aren't here, but we have your lenses ready, but don't worry, you should get them in time. Then, your frames are here, but your lenses haven't been created yet, but you should still receive them in time. Then today they told me they dont have them ready and have to still create the lenses they already told me were done. I ordered them in PLENTY of time to get them in time for my wedding day. As it stands if I cancel the order, I will only get a refund on the frames and not the $200 dollar lenses. If they had been honest from the get go I would have waited until after the first of the year when my insurance would have paid for them. The only reason why I ordered these was because they were telling me they would be here well before my wedding day. I will NEVER use coolframes again. Im going back to Zenni.
Ivan was the person that helped me navigate the information to get exactly what fit my needs. He is very knowledgeable, polite and well spoken.
I placed an order and between my demanding schedule and UPS being lackadaisical I was told that my package could not be held for pickup nor could a schedule a delivery time. Due to shipper placed restrictions. After being told by several customer service associates that there was nothing they could do, my only option was wait until the package is returned to them. Then they would reship without the restrictions which could be up to another 2 wks. (I've already waited 8) I was disheartened, but then I encountered Mark. Mark listened to my issue seeming genuinely concerned called fulfillment and UPS through long hold times and belligerent associates to make sure he got the issue resolved. No excuses just action. Mark is da man!
I ordered progressive lens from this company a year ago. I didn't like them, so returned the product for store credit, only to find out that the lens portion is nonrefundable. They must be the only online company to operate this way. The store credit was not readily available, as I recently found out when I tried to redeem it. I had to jump through hoops, with long wait periods, to get it. The website was hard to navigate, as you couldn't go back to adjust you order without the whole thing resetting. The person helping by chat had a cavalier attitude to boot. Overall, a bad experience. Definitely won't touch them again.
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