Cool Frames Reviews 4,667

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 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.

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!

Great service and excellent pricing. Definitely will buy my frames from this site.

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 helpful and patient in working with me on all details and making sure I selected the right choices for my prescription lens. Good job!!

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.

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!!!!!

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.