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 o... See more
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Review summary
Created with AI, based on recent reviews
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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 ne... See more
Company replied
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... See more
I reached out to the live chat becuase i needed help replacing a set of scratched lenses for my 1st grader's glasses. the agent Weya was very helpful and upon realization that i had to send the glasse... See more
Company replied
Company details
Written by the company
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.
Contact info
2907 Ocean Avenue, 11235, Brooklyn
- 1-888-293-4755
- sales@coolframes.com
- www.coolframes.com
3.9
Great
5k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 9% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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Luis was knowledgeable and went out of…
Luis was knowledgeable and went out of his way to order the Kate Spade frame that I wanted. Great customer
service!
9 June 2025
Reply from Cool Frames
Hi,
We’re so glad to hear that Luis went the extra mile to get you exactly what you were looking for. We’re lucky to have him on our team. We’re sure your new Kate Spade glasses will look amazing on you!
Looking forward to helping you again in the future!
Regards,
Anne
Cool Frames LLC
Mark is the BEST
Mark is the BEST! His ability to guide me over the phone, email and best options for my new frames was so cool! (Go CoolFrames!) Mark is detailed, professional and super client concerned! He knew just how to suggestive sell without being pushy! Mark knows what products are offered and nice sale prices!
Thanks so much Mark!
19 June 2025
Reply from Cool Frames
Hi,
Thank you for this amazing review! We’re absolutely thrilled to hear that Mark made your experience so smooth and enjoyable.
We’ll definitely pass along your kind words—he’ll be so happy to know he made a difference! Thanks for being part of the Cool Frames family!
Regards,
Anne
Cool Frames LLC
Patience is always the key with customers
I had a very great Representative helping me he was awesome with every question I had asked and he was very patient thank you so much Louise for helping me set my order.. I would give you 10 stars for your awesomeness
16 June 2025
Unprompted review
Reply from Cool Frames
Hi,
Thank you for the wonderful review! We’re so happy to hear that Louise gave you the exceptional service you deserve. We’ll make sure to pass along your shoutout.
Thanks again for choosing us, and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
I was apprehensive about ordering my…
I was apprehensive about ordering my glasses online but based on the quote received at a physical location I decided to take the risk. I was able to upload my prescription and Anne expertly guided me through the process. I cannot wait to get my brand name glasses at less than half the cost. To all my Caribbean folks who are tired of overpriced eyewear, I highly recommend this company. You can use your prescription from back home to place your order. (You are welcome my island people!!!). UPDATE - I received my glasses a few days ago. Its PERFECT. Its what I ordered in terms of the brand, model, color, prescription and price! Am ready for summer with my new look. Thanks again customer service representative Anne. I appreciate you!
13 June 2025
Reply from Cool Frames
Hi,
Thank you so much for this heartfelt review! We’re thrilled to help you feel confident about ordering online. It’s amazing to hear that you’re getting the stylish glasses you love—without breaking the bank.
We’re grateful for your support and for spreading the word. Thanks again for trusting us!
Regards,
Cool Frames LLC
Very friendly
Very friendly, knowledgeable! Really went out of his way to helping me, and I received a discount that I was not expecting! Thank you !
12 June 2025
Reply from Cool Frames
Hi Samuel,
Thank you for your kind words! I'm thrilled to hear you had a great experience. It was our pleasure to help, and we're so glad the discount was a nice surprise! 😊
We look forward to doing more business with you in the future!
Regards,
Anne
Cool Frames LLC
Louise was fabulous
Louise was fabulous, very polite and had a sense of caring for the customers. He's excellent representation for Cool Frames made me feel so assured of my request. Please let Louise know how much he is appreciated, and I will be passing on the wonderful customer service that your company provides!
13 June 2025
Unprompted review
Reply from Cool Frames
Hi Sharon!
Thank you so much for your thoughtful review! We’re thrilled to hear that Louise made such a positive impact on your experience. We’ll be sure to share your kind words with him—it will mean a lot! Your support and recommendation truly mean the world to us.
Looking forward to serving you again! 😊
Regards,
Anne
Cool Frames LLC
Cool Frames 5 stars all the way!!
This company goes ABOVE & BEYOND!!! I made a mistake when ordering my frames and they reached out to me immediately to correct it although, I blame myself for the mistake. That showed me such A+ customer service. They will continue to be my first choice when I need eye wear. Their selection is great and they give the best discount. Overall, 5 star experience!!
9 June 2025
Reply from Cool Frames
Hi,
Wow—your review truly made our day! 🌟 We’re absolutely thrilled to hear abut your experience. Providing A+ customer service is something we take great pride in, and knowing we’ve earned your trust as your first choice for eyewear means the world to us.
We're so glad you love our selection and discounts, and we can’t wait to help you find your next perfect pair. Thank you for taking the time to share your experience.
Regards,
Anne
Cool Frames LLC
I ordered a prescription glasses for…
I ordered a prescription glasses for $133 ,which turned out to be a wrong glasses due to their representative mistake, so now I cannot get refund , and stuck with my $133 and a useless glasses. they send me an email apologizing and sending new lenses that will cost be $202 that I would have to pay . Seriously what work kind of business ethic is this.
Please please do not buy anything from them. Your money will be wasted.
6 June 2025
Unprompted review
Reply from Cool Frames
Hi Arpana,
I am sorry to hear about the issues with your order.
I reviewed this case and I can see that there had been a miscommunication when the order was placed. We are very much willing to provide the type of lenses you need and we have emailed you to offer a compensation for the error. I would also like to explain why an additional payment is required.
Initially, you paid $99 for the single vision Eyezen lenses which we are happy to take back and replace with a special type of lens you need called a Shamir Autograph II. This computer progressive lenses costs $388. We acknowledge that you already paid $99 for the initial lens and we are happy to put this cost towards the new lenses.
As a compensation for the error on the order, we offered to reduce the additional cost by 30% bringing it down to $202. I believe we also offered a cheaper option which only requires an additional $84.
The lenses you need is a complex type of lens and they are far more expensive. Sadly, the current price you have paid cannot cover its cost.
You did confirm through email stating you are unable to pay for the additional amount and would like a refund instead and we have responded as of June 12th that you can return them for a refund.
Please note that we haven't received the glasses yet. Kindly arrange to ship them back at your earliest convenience.
Regards,
Anne
Cool Frames LLC
This is updated October 4th 2025
I had to update my feedback due to the fact that I spent around $3,000 total with coolframes.com my first order went very well my second order I have problems with and before that was processed I ordered it again now they're holding one pair of glasses hostage because I had to file dispute because they're jerking me around that would be my advice to anyone that's having problems with this company is file a dispute with your credit card company they sent me three pairs of Versace the frames were the right frames but the lenses were the wrong colors I was willing to work with them but they are not willing to work with me it's sad how I put out so much good feedback on Instagram X and Facebook for this company and share it with the public everyone who asked where I get my glasses because they are nice but the fact is is that their management and their quality control team are not doing a good job they're paying to ship these glasses back and forth and not fixing them correctly the way I order I believe that when a person order something from a company they should give what they pay for not what the company thinks they should have it's just not right so I'm hoping people see my feedback and think twice before they order from this company ! 💯😎
1 June 2025
Reply from Cool Frames
Hi Troy,
Wow! Your review absolutely made our day. 😊 We're beyond thrilled to hear that you had such a fantastic experience.
Your enthusiasm and support truly ROCK just like you said we do! 😎 Thank you for taking the time to share your feedback—we appreciate you and look forward to helping you find more amazing eyewear in the future.
Regards,
Anne
Cool Frames LLC
Glasses are great!
9 June 2025
Reply from Cool Frames
Hi Sarah,
Thank you for your review! We're glad to know you find them great. Looking forward to serving you again in the future. We're here if you need any help with the glasses.
Regards,
Anne
Cool Frames LLC
Reply from Cool Frames
Hi Scott,
Thank you for your review! We're so glad you found the perfect frames at a great price. Your support means a lot, and we’re happy to have helped!
Regards,
Anne
Cool Frames LLC
Louise did a fantastic job!
Louise did a fantastic job! He made sure I could put prescription lenses in the Mykita Toshi Sunglasses frames I bought from that just got delivered to my house. He guided through the lens choice process, how to return the frames to Cool Frames to have the new lenses put in and was even able to make sure I got the promotion that was advertised at time of order that I was verbally promised! He also called me back as promised when he needed to ask his manager for answers to some of my questions. It was an amazing experience and I will definitely purchase my future glasses from Cool Frames!
3 June 2025
Reply from Cool Frames
Thank you for your amazing feedback!
We’re so glad Louise provided such thorough and thoughtful assistance, ensuring you got exactly what you needed. We’ll be sure to share your kind words with him. Your support means the world to us, and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
It was grate customer service was…
It was grate customer service was amazing they went above and beyond to get the glasses that I wanted.⭐️⭐️⭐️⭐️⭐️
4 June 2025
Reply from Cool Frames
Thank you for your fantastic review! It is my pleasure to assist.
We’re thrilled that our team went above and beyond to find the perfect glasses for you. Your support means so much, and we’re always happy to help!
Regards,
Anne
Cool Frames LLC
Professional, gracious and prompt in resolving issue
Phone personnel was gracious, pleasant and very helpful. Solved my question promptly and professionally.
4 June 2025
Reply from Cool Frames
Hi,
Thank you for your kind words! We're so glad our team provided prompt and professional assistance.
Your support means a lot, and we're always here to help!
Regards,
Anne
Cool Frames LLC
I was looking for a particular OVVO frame
I was looking for a particular OVVO frame that I was told was unavailable. I started a chat and Aurea tracked it down in no time! She was courteous, thorough and extremely helpful. She answered all my questions, went the extra mile to confirm details and could not have been more helpful.
Great customer experience and wonderful service. Thank you!
4 June 2025
Unprompted review
Reply from Cool Frames
Thank you for your fantastic feedback!
We're absolutely thrilled that Aurea was able to track down the frame you needed and provide such outstanding service.
We’ll make sure she knows how much her help meant to you! Your support means the world to us, and we’re always here to assist in any way we can. Thanks again!
Regards,
Anne
Cool Frames LLC
Louise is the best rep I’ve ever had &…
Louise is the best rep I’ve ever had & would love to have him as a representative for all calls, thank you for your service
3 June 2025
Reply from Cool Frames
Thank you for your kind words!
We're thrilled that Louise made such a great impression. We'll be sure to share your appreciation with him. Your support means a lot, and we're always here to provide excellent service!
Regards,
Anne
Cool Frames LLC
I get help with very good man
I get help with very good man, to buy my frame. He helped very professionally and kindness for me as elderly person with English as a second language. Thank you so much! Liliya.
3 June 2025
Reply from Cool Frames
Thank you for sharing your experience, Liliya!
We're delighted to hear that our team provided professional and kind assistance. Your kind words mean a lot, and we’re always here to help whenever you need us!
Regards,
Anne
Cool Frames LLC
Mark in Customer Support is Very Helpful
Mark made my experience great. I had a problem with my order and it was fixed by Mark immediately. He was courteous and knowledgable. I wish all my customer service calls were as pleasant and effective. Kudos to Mark. Bob Fonow, Herndon, Va.
2 June 2025
Reply from Cool Frames
Thank you for your kind words, Bob!
We're thrilled to hear that Mark provided such a great experience. We’ll be sure to share your kudos with him. If you ever need assistance again, we're always here to help!
Regards,
Anne
Cool Frames LLC
Great service, best prices
They have been fast and courteous. Really went above and beyond helping with a warranty issue.
17 May 2025
Unprompted review
Reply from Cool Frames
Hi James,
We truly appreciate your kind words. Our team is always happy to go the extra mile. Thank you so much for taking time to write us a review. We look forward to doing business with you again in the future!
Regards,
Anne
Cool Frames LLC
Reply from Cool Frames
Hi,
Thank you for your support! We’re thrilled you loved your purchase and can’t wait to have you back.
We're here if you need any help with your glasses.
Regards,
Anne
Cool Frames LLC
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