Customer service was awful and not… Customer service was awful and not helpful. There was no one who could tell me what was wrong with my order. Inplied that I should check with my bank. Cool Frames didn’t have trouble having charges go thru 3 times!! Not a problem with bank.

Shipping is a bit long but great sunglasses I was scared at first when I read the previous comments but It was the only website doing international shipping for a pair that is not available in France so I decided to try anyway. Shipping was a bit long (ordered March 29th, received April 22nd) but the glasses are dope. Would buy again.

Warranty Repair I recently purchased frames from Cool Frames and had them filled at Costco. Then one of the rhinestones fell out of the frame. The company asked me to send the frames back and they would replace them which they did. I am very happy with the level of customer service and would definitely recommend buying from Cool Frames in the future.

Don’t buy from this company ! I don’t like to write negative reviews but I had to tell everyone my experience. I was looking to buy a pair of prescription tortoise shell frames. I looked at every site to compare prices ect so came across cool frames . I already knew the glasses I was looking for because I bought the same frame from somewhere else to put lenses in but was being charged a arm an a leg so that’s how my search began because I wasn’t paying 250$ just to put lenses in. I found these frames on a couple sites but cool frames were the cheapest! The exact picture of the frame I wanted was on there site, so I went ahead and purchased the glasses. I did look at there refund policy which by the way isn’t a good one . It didn’t bother me because I have the glasses in hand and I know what they look like on, how they feel on my face, the color ect . Less than 2 weeks later I received my frames and I’m so excited! I opened the package and it’s a totally different frame . The style looks similar but the color was darker and the fit was different so it wasn’t the frames in the picture! I called that Monday and told the lady my situation and you know what she said , they go by style #! They used the exact picture of the frames i wanted but the style # was a different frames. So if you see a picture of a frame you like , you can’t just go by the picture!!! They offered to remake the the lenses n send me the frames I wanted but at a price !!! $9.95 processing fee $6 for shipping! What company makes you pay for there mistake !!! They should wave those fees if anything ! If I just didn’t like the glasses OK , I read the refund policy and the fees , now I have to pay but that wasn’t the case , this was there fault for false advertising and I have to pay a extra $16 dollars ! They don’t take responsibility when they screw up ! They go by the return policy even if it was there fault ! If I want a refund you lose the money on the lenses and it’s a 20% restock fee like if you bought a cell phone and you opened it n want to return it. They do the bare minimum, they don’t sent a return label , they don’t send a email saying they received the original glasses, so you just wait with no communication. The people who had a good experience with the company just didn’t have a issue . If you have a issue they don’t care. If those frames I wanted wasn’t available I would have to pick out something else when there’s was no other frame I was interested in ! My situation should be a instant refund because it’s there fault . That’s customer service, that’s what a real company would do if they screwed up and put pictures of something you think your buying but you just bought something totally different without even knowing ! Because they don’t take responsibility they lost out an another purchase from me because I had a pair of sunglasses in my cart I was going to buy when I got my order but I wanted to see how the first order went . Please do yourself a favor and go buy from a company who offers a full refund on frames and lenses and has good customer service. Ez contacts is good and I just bought a pair of frames with lenses (speciality lenses at that ) for $68 on Zenni and the quality is amazing and the clarity on these lenses I see better then my old lenses with the same prescription . Don’t give this company your money , cause like I said if you have problem you have to pay for it!!! When it comes to buying prescription glasses online you have to buy from a company with a good return policy ! Prescription glasses / sunglasses are too expensive and you know how your going to feel once they arrive and you trying them on. Against my better judgment I ordered from this company with a terrible refund policy cause I thought I was getting the frames I wanted! This company just wanted to take your money anyway they can ! It’s sad !

Received clear lenses; ordered Transitions I ordered a pair of Silhouettes to replace a pair that got broken. They were a spare pair, so I didn’t open them until a year later. Nonetheless, that’s only part of the story. I emailed and said I knew it was over a year, but I thought they should know that I ordered Transitions lenses, a $299 upgrade, and received clear, no tinting. Someone responded right away, asked for pics. I sent pics as proof, and got an email that said it was too late for them to do anything. Then why ask for pics?? Go elsewhere. Next time, I will.