Great service and excellent pricing
Great service and excellent pricing. Definitely will buy my frames from this site.
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 customer service representative
Louise was the best customer service rep I’ve ever dealt with! I will definitely reorder in the future and with him!!! Great employee to your company! Thanks again Louise! You helped me tremendously and solved my issue. Debra
Mr Jacob at the service team was very…
Mr Jacob at the service team was very helpful and patient in working with me on all details and making sure I selected the right choices for my prescription lens. Good job!!
Cool Frames, good and bad, maybe growing pains
The staff I interacted with were helpful but it became clear that they didn't believe my pupillary distance is as small as it actually is (I'm petite and told them my opthalmologist measured it and when I told them I can buy children's hats, gloves and rings they believed me). I found a bug in the site while placing the order that I alerted them to so they can fix the problem (the pupillary distance was arbitrarily changed to 63. Nevertheless I will use this business again. They got the prescription right and I got what I think are the prettiest glasses I have ever owned at a fair price.
Terrible customer service!
I ordered a pair of women's frames to try on. Order was for the color teal. Frames that came were clearly a black color. Black is unappealing on me and I called to let them know and asked for a free shipping label. They asked to see a pic of frames which I sent and clearly showed black they said it was hard to tell in studio Ha! they said they wouldn't pay for shipping back but I could send it back on my own. I did that and paid $10 then my refund was still deducted by $16 for restocking plus the cost to ship it to me(free only if you keep them apparently. I called and they would not give any of the $16 back even though the glasses weren't as advertised. TERRIBLE CUSTOMER SERVICE!!!!!
Wasted my hard earned money.
They sent pink rather than purple frames. They insist the pink is purple, though not a soul agrees. I can not see to read or use the computer using the bifocal. Cool frames says it's my problem.
I had a terrible experience with…
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.
Extremely poor service …
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!
Awful Experience
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.
Great customer service
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
Reply from Cool Frames2025-09-19
Thank you so much for your kind words! We're thrilled to hear Louise made your experience smooth and enjoyable. We'll be sure to pass along your appreciation—he’ll be delighted to hear it! We look forward to serving you again in the future! Regards, Anne Cool Frames LLC
Customer Service ROCKS!!
Customer Service was responsive and supportive. Great team!
Reply from Cool Frames2025-09-11
Wow, thank you so much! We're thrilled to hear that our team made a great impression. Your support means the world to us! 💛 Regards, Anne Cool Frames LLC
It was the first time ordering from…
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
Reply from Cool Frames2025-09-11
Hi Cathy, Thank you so much for your kind words! We’re thrilled to hear that your first experience with us was a positive one—and that you found the frames you were looking for. Mark will be delighted to know his assistance made a difference. We truly appreciate your trust and look forward to serving you again in the future. Regards, Anne Cool Frames LLC
Great frames
Great frames, great price. Quick delivery!
Reply from Cool Frames2025-09-09
Thanks a ton, Andrew! We're so glad you loved the frames and had a smooth experience. Enjoy your new look! 😊 Regards, Anne Cool Frames LLC
Best pair of glasses I have ever had
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.
Reply from Cool Frames2025-09-09
Hi Todd! Thank you so much for the amazing review—we’re absolutely thrilled you love your glasses and had a smooth experience from start to finish. Your shoutout means the world to us, and we’re proud to be part of your eyewear journey. Stay cool and stylish! 😎 Regards, Anne Cool Frames LLC
Great customer service and quality of glasses
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
Reply from Cool Frames2025-09-09
Thank you so much, Gaye! We're thrilled you loved the service and your glasses. Louise will be over the moon to hear your kind words! I'll make sure to pass on your thanks to him. We're here if you need any help with your glasses. Regards, Anne Cool Frames LLC
I have ordered several pairs of glasses…
I have ordered several pairs of glasses from Cool frames and I am never disappointed.
Reply from Cool Frames2025-09-09
Hi Kelly, That means so much—thank you! We're honored to be your go-to for glasses! Rest assured we will always strive to offer the best service. We look forward to serving you again! 👓✨ Regards, Anne Cool Frames LLC
Jacob was very helpful
Jacob was very helpful, answered all my questions with details, and made sure I got what I wanted
Reply from Cool Frames2025-09-01
Hi, Thank you so much for sharing your experience! We're so glad Jacob was able to assist you with care and attention to detail. It's wonderful to know you got exactly what you needed. We're here if you need any help in the future again! Regards, Anne Cool Frames LLC
Excellent service!…
Communication of order and shipment tracking was excellent. Glasses came exactly as ordered!
Reply from Cool Frames2025-09-01
Hi Nicole, Thank you so much for your lovely feedback! We're delighted to hear everything went smoothly and that your glasses arrived just as expected. Enjoy your new pair! We look forward to serving you again in the future! Regards, Anne Cool Frames LLC
Best selection of frame and best…
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.
Reply from Cool Frames2025-08-28
Hi JB, Thank you so much for your continued trust and kind words! We're glad you love our selection and service—and we're always here to help when things go off track. Enjoy your frames and hoping to serve you again in the future! Regards, Anne Cool Frames LLC
Outstanding Customer Service
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
Reply from Cool Frames2025-08-28
Aww, thank you so much for sharing this, Jennifer! We’re beyond thrilled that Louise was able to track down your dream frame—it’s moments like these that make our day. We’ll be sure to pass along your kind words to him and share it with the team as well! 💛 We look forward to serve you again in the future! Regards, Anne Cool Frames
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