CoolFrames.com

Revdex.com:
At this time, I have not been contacted by CoolFrames.com regarding complaint ID ***
Sincerely,
*** ***

We did not get a cancel request and proceeded to furnish an order...

for frame and lenses as requested. I have attached chargeback docs for you as they specify all that has transpired with this order. 
docs show that order was approved and confirmed and also a signed request for from our store. [redacted] has a two year warranty for both frame and lenses.
[redacted] 
[redacted]

[redacted] purchased a frame from my store last year. it was returned to...

us broken and as we were unable to replace the frame originally purchased last year the manufacturer advised us they would provide a different frame of equal value as replacement. any frame even a few dollars more I would be more then happy to provide as replacement. my staff [redacted] and [redacted] have instructed [redacted] via email and phone of what options exist. 
--
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It has been a full two weeks since I mailed the glasses back with absolutely ZERO response from CoolFrames in that time.  Based on your representative's answer on the phone (which was indicated to come from the manager) there was to be no adjustment, no refund, and I would have to pay shipping, I filed this complaint, received a refund from my credit card company, and purchased glasses from another vendor.  I have no need of your glasses as I have already received the new pair.  Your company refused to honor any of the points accrued from past purchases ("[redacted]"), you insisted I take my time and effort to diagnose the problem on my own locally, your representative was at best unhelpful and even went so far as to state there was no guarantee the corrected lenses would work as I had not supplied the optical center information with my prescription (even though that would be IMPOSSIBLE for anyone without the frames in-hand to do).
Please take this as notice that I do not want your product, have already returned it, and will only accept a full refund.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

BEWARE BAIT AND SWITCH AFTER FALSE ON-LINE ADVERTISING:
1) Not only did their website show they had what I wanted in stock but it was available in another color!
2) They have my credit card info, of which I've just taken further steps to protect it from them.
3) This is the email I received: "Angela, You recently placed an order. Unfortunately, after checking our inventory (numerous times), it seems one or more of the items you ordered are out of stock. We have contacted the manufacturer and learned that this frame in the color and size that you requested is discontinued and will no longer be available.
We would still appreciate the opportunity to complete this order. Please follow
the link below to view a list of available styles for the frame you selected. If
you chose to switch to one of the alternatives we will apply a 5% refund to your
order. If you choose to cancel the order, you will receive a full refund.
[redacted]
Please email us at [redacted] if you have any additional questions or
comments.
Looking forward to hearing from you,
Customer Service"
I'm in the media, and I do NOT mind using my personal shopping experiences in my stories. Actually, they are my hallmark style of reporting. From this experience I strongly urge you to STAY AWAY FROM THIS COMPANY.

Worst experience ever . When the glasses finally came in they were the wrong prescription I was told I would have to send them back and pay $50 to get a replacement. About three or four months later the frames broke by the time I send them back it was over a year they refused to honor the warranty and I would have to buy new glasses.
This was my first time to buy glasses over the Internet thought I would give it a try because they had the frames I was looking for. I guarantee this will be the last time that I buy from over the Internet through coolframes it took a long time to get the glasses then when I got them they were wrong then when they broke they didn't want to honor the warranty. I would never recommend them to my worst enemy. Please save yourself the nightmare do not buy from coolframes ever again thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

at times we may not have immediately the product our customers purchase, it may be back ordered or like in this case the frame was discontinued. we offer whatever options we have at hand to try to satisfy the sale. we offer the frame in other colors or sizes if they are available or...

another frame all together and a 5% discount if out customer change the original purchase and except another option. the email with this information is sent with other change the style or cancel sale. we received a change in style request from [redacted] and proceeded with the order. she was refunded the 5% and frame was sent out. we were notified that she did not want to switch the frame style and indeed wanted to cancel, however at this point we had already sent out the secondary option. we instructed our customer to refuse the package and we would refund her 90% of her purchase, this covers our cost of shipping which we do not charge to the customer and cost of returning the frame to the vendor. in this case the cost of the return is roughly $10, we are very sorry that it did not work out and we would love to somehow gain [redacted]'s business in the future.

I ordered glasses Sadie V- Michael Kors glasses and based on the quality and how they are configured they are not authentic. The inside hinges do not match the pictures on the webpage, or ANY other web sites. They do not match the same glasses in a Lense Crafters store. Also the gold on the hinges is already rubbing off and they have never been worn. When you set the glasses on a flat table the glasses do not sit flat. Also when you go to bend the sides in to close them they will only close with right side first. They also squeak when you open and close them. I have ordered many Mk products in the past. 1) the item does not match the picture on webpage 2) the item is exceptionally poor quality and I have owned many Mk eyeglasses in the past
I have sent the company pictures and they refuse to give me a refund for either a fake product, product sold isn't as advertised, or defective product
Next step is to contact bank and utilize the fair credit act and file a dispute of item is a) fake or b) not as guarenteed

we have replaced the frame once before and as stated on our sites policy page we only replace frames once, I have spoken to my [redacted] and he will make a one time exception to accommodate our customer. please have [redacted] contact [redacted] at ext [redacted] to arrange the warranty. at $10 ship fee will...

also have to be paid.###-###-####[redacted]

I am glad to have this matter brought to my attention. of course the processing fee will be waived and the monies spent on shipping to us for a redo will be refunded as well. we received the return today and have begun to redo the lenses and ordered a new frame that we were asked to exchange. the...

entire process should not take more then 7 days or so. we will then [redacted] at our expense the finished new frame with the smaller size 51 and new color overnight. will will make the Optical Center adjustment to 21 as requested by Val. generally the optical center is placed on single vision lenses half way up the lens depth in this case 14mm. we will make the change to 21mm as e have been asked to do. I have noted the account to show a refund request of the shipping to us, say $10 I would guess and if more please let me know and to ship the order overnight to Val once complete. 
Lee W.
CF.com

Revdex.com:
At this time, I have not been contacted by CoolFrames.com regarding complaint ID [redacted].
Sincerely,
[redacted]

[redacted] placed an order for a pair of Coach eyeglasses with us April **, the frame was not Available in our USA warehouse. we ordered the frame in from Italy. it usually takes about 2 weeks to get it from there. [redacted] was offered a 5% discount for the wait which she excepted. May [redacted]...

[redacted] called and asked for us to cancel the order as it was taking too long for us to receive. we apologized and cancelled the order refunding it in full. weregret not filling the order and hope [redacted] gives us a chance in the future.

this is insulting, we are an optical store in NYC for the past 18 years. to say the frame is fake is not only insulting, but 100% wrong. we do not have to but if the customer likes we can offer proof of purchase to them with their name on an invoice for this product from Tag Heuer. if the frame...

is not to the liking we can replace it or change the style altogether, but we do not offer refunds. lenses are 100% essilor transition 7 graphite green with crizal Prevencia a premium product made to order for this unique job. with all that said I am here to help and make sure that the end my customer is satisfied. if need be we can replace the frame for a different style or return this frame for replacement if the original was not satisfactory.

Really horrible experience with coolframes. I purchased a pair of eyeglass frames from them. Firstly it took two weeks to get to me and when I got the frames, they were badly warped. Upon contact with coolframes staff, they were unapologetic and rude. They suggested that I bring it to my ophthalmologist and get them straightened!
I decided to return the damaged frames and not only did I have to pay return shipping but also a 20% restocking fee since I did not want a replacement. Absolutely ridiculous and their return policy is not clear especially when it comes to goods damaged where they are at fault. Very disappointed and hopefully this review can prevent others from having the same experience.

November 2017, I ordered a pair of eyeglass frames and prescription lenses for $555.00. I lost my old pair and have severe vision issues without them. I understood the delay because of the holidays and finally received them on 12/19/2017. Upon receipt the frames were chipped. I called customer service the very next day and they advised they wanted pictures of the defect, I sent them pictures clearly showing the damaged chipped defective frame and they advised me to send them back. I waited a week, called them to ensure receipt and they advised they should get the new pair in their inventory shortly. I also emailed them several times and they advised it would only be a few more business days in the several emails that I still have from them. Finally weeks later after I emailed yet again they finally told me they would not replace them because there was further damage. The frames with the chip made the integrity and structure of the frames very weak and brittle as they literally just broke and fell apart in my hand. I tried explaining this to them several times and emailed them several times explaining the damaged pair that they sent to me broke because the frame was so weak and brittle from the defect. Their response was that if they received them back in the same condition the manufacturers would take them back. It was they chip that CoolFrames had sent to me that caused them to just fall apart. I asked four times via email as well to Kindly request that they escalate to a manager and supervisor to call me back with no response or not callback from customer service or otherwise. It is almost three months later, my vision is badly suffering limiting my ability to work and drive. All I would like is for them to assume accountability as evidenced in photos of the defect, and that the defect allowed them to fall apart further and I just want my glasses back as I originally ordered them on the website. Also, I advised them three times via phone, email and a letter with the returned defective product that they fell apart. They never advised that was an issue. Even when they received them they never advised there was an issue. It was weeks later until they heard back from the manufacturer which by the way is their issue, not mine. In addition, they still did not contact me regardless advising me of any update. I lost $555 and have been impacted health wise for months with no resolve,

Review: On may [redacted] I placed the order number [redacted] for a pair of glassesfrom Coolframes thru their website. The transaction was charged on my credit card on May [redacted] as well.

I tried to obtain the tracking number from Coolframes but they indicated that my order was not shipped because they received the wrong color of frames; a few days later I contatacted them again to obtain the tracking number and they requested me a copy of my credit card.

After several emails placed thru the Coolframe website the seller has not answered. I also tried to contact them thru [redacted] but the emails bounce back.

At this point I have not received my glasses and I do not have any feedback from this establishment.Desired Settlement: I would like the item I purchased to be delivered asap.

Business

Response:

we thank our customer for the purchase of the guess frame, we did initially receive the wrong color and it took us 10 days to finally get the correct one. unfortunately it did take us about 7 days longer to ship this package then usual, we did finally ship the frame using a faster ship method then originally requested which was 1st class mail. we are ver sorry for the delay and hope that this first experience does not sway [redacted] from buying with us in the future.

This company made mistake after mistake with my glasses, charged me more, then said they didn't charge me. Sent me back my glasses several times incorrectly and claimed ignorance on all of it. Cancelled part of payment and have started a dispute through my bank to return funds. They gave absolutely no help or offer of refund after so many mistakes. This company is rude, incompetent and does not own up to their mistakes. Glasses are a medical device and continually telling your customer to go to another facility to have their glasses checked and re checked and adjusted for FREE on another companies back is unacceptable and a terrible business practice. Patient care is important and they have no idea what they are doing. Don't waste your money!!!

Review: I ordered a pair of frames in brown. The company sent me an email stating brown was out of stock but plum was available. I called them today to say no I don't want plum. They explained the plum was already shipped. If I refused the package I would get a refund with a 10% restocking fee. My issue is they stated when I opened the email there was a yes or no button. I honestly don't remember ever clicking on anything but the URL to look at plum.

I'm not really stating they have unethical practices just couldn't find one that really fit. The young man, [redacted], who explained everything to me was very nice and I understand it's a company policy not his.Desired Settlement: I just picked the billing adjustment and that is what I asked of them but my real question is how often does this happen to people because of their procedures? It's not that I haven't had to pay for an error I made but in this case I can't say I did anything wrong. Would like their statistics on how many times they have an out of stock item and a purchaser end up eating the restock fee. If that stat is small then obviously I'm one of a few and will accept the consequence cheerfully. If not I would like for Co to rethink their procedures.

Business

Response:

at times we may not have immediately the product our customers purchase, it may be back ordered or like in this case the frame was discontinued. we offer whatever options we have at hand to try to satisfy the sale. we offer the frame in other colors or sizes if they are available or another frame all together and a 5% discount if out customer change the original purchase and except another option. the email with this information is sent with other change the style or cancel sale. we received a change in style request from [redacted] and proceeded with the order. she was refunded the 5% and frame was sent out. we were notified that she did not want to switch the frame style and indeed wanted to cancel, however at this point we had already sent out the secondary option. we instructed our customer to refuse the package and we would refund her 90% of her purchase, this covers our cost of shipping which we do not charge to the customer and cost of returning the frame to the vendor. in this case the cost of the return is roughly $10, we are very sorry that it did not work out and we would love to somehow gain [redacted]'s business in the future.

DO NOT BUY THEIR EXTENDED WARRANTY - they do not actually want to honor it. I thought this would be a reputable dealer that would work with customers - THEY ARE NOT, they expect an extended warranty (which normally deals with parts) to be the same as Mfg warranty (exchange the whole frame) with the customer having to return the broken one (which in my case was my only pair of glasses) for repair (as if it was going to be sent back to the manufacturer). Normally, dealers carry parts (e.g. nose bridge) which they can work with the customer to exchange for the broken one. THESE PEOPLE DO NOT WORK WITH THE CUSTOMER, so the $30 you spend on the 2nd year of warranty is MONEY DOWN THE DRAIN (or into their pockets).