CoolFrames.com

Horrible. I ordered a pair of non prescription sunglasses and it took forever to get them. They also require a direct signature so if you work or aren't home you aren't getting them!!! So annoying!!!! Took over a month to actually get them. So inconvenient!!!

Review: I purchased a pair of eyeglasses with a clip on, the clip on broke 10 days before the warranty expired. I immediately mailed in the broken clip on with the $15 they require. Received a call 12 days later that they did not receive the clip on and, even though the envelope was postmarked before my warranty expiration they would not replace the clip on.Desired Settlement: Replace the clip on sunglasses no charge because they put me thru this hassle and are liars.

Business

Response:

we received and envelope from [redacted]. it included a check for $15 for shipping and a letter requesting a repair on a clip. we did not find the clip in the envelope as it must have either been stolen or fell out of the envelope. we contacted [redacted] to resolve and we did work it out over the phone. we sent a replacement clip to resolve the defective lost one and [redacted] was very kind to leave us some positive feedback.

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Consumer

Response:

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,

Review: I ordered a pair of Kenneth Cole frames (KC-0738 Eyeglasses [Color: 001 - Shiny Black Size: 54-17-140]) on January *, 2016, and I have not received them.

The website's interface and product selection options are misleading. Because I was able to select the product and the exact size, along with the fact that I was able to "add it to my cart"--which I suppose for the company is a metaphysical abstraction that is not to be realized by the company at their physical location--in spite of the fact that it was apparently unavailable at the retailer's location.

I learned that my glasses were not actually available at the retailer's Brooklyn location after calling their listed customer service number on January *, 2013:

"I called their listed number (###-###-####) for customer service twice: on Saturday, January *, 2016; and on Wednesday **, 2016. For the former, I was told that they had to order the frames from the manufacturer and that it would take 'about two days.' For the latter, I was told that '[they] should've received them by now' and, after a stay on hold, that '[they've] experienced a delay with the shipping from the manufacturer to [CoolFrames, the retailer].'"

Apologies and sentiments are nice in theory; however, empirically they're useless. I cannot wear an apologize to see, as I have the prescription lenses and simply needed the frames. For the last two weeks, I've been unable to drive because my license requires that I wear corrective lenses; and my graduate courses start back up this coming Monday. I'm tired of hearing hopeful expectations in regards to when I'll receive the product that I paid for and should've received.

I ordered from CoolFrames.com because of a positive prior experience, and I'm afraid I will not in the future for what I stated above regarding how I've exchanged $116.50 (state tax-included) for nothing--euphemistic apologies (instead a neutral or, even, dysphemistic revelation of your business practices). (At the very least, for future customers, be upfront with your practices: like, state in advance if a product is in stock or not.)Desired Settlement: I want the frames that I purchased according to their advertised condition before the end of this week (because I need the specify pair of glasses to insert my lenses so that I will have normal visual acuity by the start of my spring-semester graduate course-load on Monday, January **, 2016) and compensation (a refund) to substantiate allegedly sincere apologies for the shipping delay or fact that my order has been "processing" for since January *, 2016.

The former is equitable because, again, I purchased the frames (a new pair of KC-0738 Eyeglasses [Color: 001 - Shiny Black Size: 54-17-140]); the latter will be the deciding point, as to whether I continue endorsing your business (i.e., referrals and purchases) or not--as indicated in this complaint and my reviews--with my first positive experience and, now, this comparably dismal one.

(Again, if you had the frames at your Brooklyn retail location; I should've received them within, say, 5-7 business days even with standard shipping--because I currently live in Moriches, NY.)

Review: I purchased my son's prescription eyeglasses from this company & returned them for repairs or replacement when they broke because they were under warranty. The company's records have my name & address misspelled so it took several attempts for them to find our warranty information. I was instructed to return the glasses at my expense & include a prepaid shipping label for them to use to return the glasses to me once they were repaired. I did just as instructed.After contacting Cool Frames because we had not received the replacement glasses, I was instructed they had been placed in the carrier's drop box across the street from Cool Frames. The carrier has no record of the package being delivered to them using the tracking number I initiated & insists Cool Frames did not provide them with the package. I have tried to speak with the owner but I am only told he is unavailable & he has not returned my calls even when I mentioned I was going to the Revdex.com for help. I was told by his employee that there is nothing they can do because they placed the package in the carrier's drop box.Meanwhile, my son is without his glasses & I have been unable to get any assistance from this company. Please help me as I am sure they have some sort of insurance to cover incidents such as this & could get a replacement pair to my son immediately. Thank you in advance for your assistance.Desired Settlement: Give my son his RX glasses repaired or replaced as warranted.

Consumer

Response:

At this time, I have been contacted directly by CoolFrames Eyewear Boutique regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The company believes they placed my ground package in a Fed Ex express box & Fed Ex has been unable to locate it. I have ordered at my expense another pair of glasses but have not received them as of this date. I expect to receive them any day now. I am currently out the money for the second pair of prescription glasses.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

we had done a warranty replacement for [redacted] on a pair of glasses for her son. the glasses were received in our store on the [redacted] of October they were processed for new lenses and new frame and shipped out via a Fedex label provided by [redacted], the packed box was sent out at a drop of location ([redacted]) across the street from our store. several days later we got a call asking where the return is and at that point we realized Fedex has no record of the package. I am very sorry this happened and I am unsure as to why the fedex label was sent to us to us as a return method, I personally walked the box over to [redacted] and sent it out. we had since then processed a new pair of glasses for [redacted] and look forward to help in any way we can with her investigation with Fedex.

Review: I returned a pair of glasses in December of 2013 for exchange after having issues with 2 pairs of glasses from them, was told they would at least exchange one pair. I've inquired numerous times as to their staus and have been ignored for months. 7 months later they are finally allowing me to get a new pair of glasses provided I pay the $10 shipping fee. I don't feel it's fair after all the hassel they have given me and the 7 months of ignoring me to require me to pay the shipping. When I inquired as to what they could to remedy this situation I was agured with, that this is company policy and there was no one else I could speak to. I'm apauled that this is how a business operates.Desired Settlement: I want the glasses I paid for, which they now tell they no longer have because again its been 7 months.

Consumer

Response:

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

Sincerely,

Business

Response:

[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.

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Review: Order # [redacted]: I placed an order for eyeglass frames. The order was suppose to take 7-10 days max. I called persistently as my childs doctor was waiting for these frames to fill the script in them. They kept telling me they would be in any day. They also offered me 5% off and next day shipping to keep the order in tact for a couple extra days and not to cancel. I agreed to that. 5 days later, order still was not in at which time I asked them to cancel the order because I could not wait any longer. My daughter can't see! The lady assured me she canceled the order and issued me a full refund. Not only did they not refund me the 5% she previously promised, but they have not credited my account. Today is 5 days after they were suppose to cancel, no credit to my card and I got a [redacted] shipment confirmation from them this evening . Business can't be reached after the email was generated but I am sure there would be no resolve as none of my concerns have been addressed or been dealt with honestly. I already purchased the glasses at full price and can not afford this charge. Their return policy also states a 20% restocking fee. I should not have to pay to return these or that 20% restock fee. I do all my shopping online and have never run into such a shady business.Desired Settlement: Just a full refund for the frames that were promised to be canceled and refunded after waiting 3 weeks for what was suppose to be 7-10 days. $104 back to my credit card.

Business

Response:

[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] 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.

Review: After multiple phone calls to you and no response from you, I have decided to file a complaint. Sending you glasses for the repair, I made sure that I included a $10 check, original receipt and a sheet of paper with the new address. I have no idea how could you ship our glasses to a different address and why you take so much of our time trying to "investigate" where are the glasses. It's simply ridiculous. You are clearly not trying to ship the new glasses to us and I am not going to give up until I receive daughter's glasses from you. You made a mistake by sending order to a different address and instead of apologizing and sending order the correct address, you are trying to blame somebody else and not doing anything to help. This is not how business should be done.Desired Settlement: Sending new pair of glasses to the right address. My * year old daughter needs them immediately.

Business

Response:

frame with lenses purchased from my store was returned for a warranty which we took care of. new frame and lenses were processed for our customer. we have mailed the glassed back to an address we had on file, this turned out to be an old address and the glasses are now considered lost. wjat steps we took to help. I have contacted my sales cunsultent with Silhouette the maker of the lost pair and explained the situation. we are in very good standing with this brand in NY and a new frame will be afforded us at no charge as replacement for the lost pair as a curtsy. we will make new lenses and have the glasses shipped in the first week of February. I have personaly spoken to [redacted] and he is aware of what I have done to rectify the situation. I hope to have this resolved with in 2 weeks.

**

Ocean Eyes Optical

Review: I ordered glasses on august **, 2014 for my son and the arm was broken on them about 2-3 months later. My child handles the glasses very carefully at all times. I was able to return and have them fixed w/o any issues. These were worn very few times. Now the same side that was broken has slightly twisted and is still under its one year warranty. Yet the company is saying they will not fix them since they have already replaced the frame already, which is not true. The glasses were only fixed and returned but no new pair was ever issued. The Markings that was on it when I returned them was on the "new"pair I received. I didnt complain because I wasnt told at that time thy has issues me a "new" pair, because they never claimed they replaced the whole frame at that time. But now months later when I contact them about the issue on the same part of the glasses they claim they can not help me even though im still in my one year. They have told me they only fix them one time. So apparently the warranty needs to say 1 fix not 1 year. I did not even ask for a new frame I only wanted them fixed but they will not. And the "[redacted]" told me to call back in a couple hours and he wld let me know if they would accept a return. when I call back hes not there so I was told to call back in an hour, SO I did! Guess what? Hes not available this time. how convenient. He informed the workers to tell me he wouldnt allow me to return. what [redacted] does that.Desired Settlement: New frames at this point since they are claiming they already replaced them which I a lie! So if they want to claim I got a new pair I want a New pair.

Business

Response:

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]

Consumer

Response:

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]. I do feel like they need to change their "so called" one year warranty so problems like this will not happen in the future!

Review: Here is a copy of the email I have sent to CoolFrames.com. I have been attempting to resolve an issue I had with an order I placed. My original order for prescriptions frames arrived with a distortion in the lenses. Upon calling your customer service, I was told this may be due to the frames being larger than the previous frames I had been using. I was encouraged by a very helpful and friendly representative to send the frames back in exchange for a smaller frame, which I did. After receiving the second frames I realized this issue was still present. To detail the issue, the lenses are clear as long as I am looking straight ahead, but upon any movement there was a distortion which caused dizziness/blurriness. I then called in to speak to your customer service department again. I spoke to, at this time, a rude woman who identified herself as [redacted]. She was not very helpful, and seems to contradict with the previous customer service representative had told me about the size of the frames possibly causing an issue, but told me my options were to send them back in along with a check for $10 for shipping, or to send them back as a return with a refund subject to a 20 percent restocking fee. I was so frustrated with the customer service representative and her very short tempered responses, I decided to send the frames back for a full return minus the restocking fee. I included a note with my return stating how offensive I had felt the woman was that I spoke to, and that I wish to simply return the frames at this time. I then yesterday received a phone call from the same rude representative informing me the frames are not returnable at this time despite what she had previously told me. She continued to be argumentative, speaking over me and and saying it was too bad that I misunderstood her and there would be no other options provided. She also clearly stated she would not be allowing any managers or owners speak to me about this situation, or my complaints about her. I looked at your return and exchange policy today online, and did not find it to say anywhere that frames were non returnable unless the customer does not return them right away upon receiving them. It simply restates the return frames will be subject to a 20 percent restocking fee. I would like to know if at this time a manager or owner can speak to me about this issue, and assist me in returning these frames. Thank you very much for your time and consideration on this matter. Have a nice day.Desired Settlement: I wish to be refunded (minus the 20% restocking fee) as it says on their website and as the customer rep told me.

Business

Response:

[redacted] purchased glasses with us in August, she has since exchanged her glasses twice since then. I have no problem exchanging the glasses for her again, but I cannot offer a refund at this point as we only offer a window of 7 days for that. as far as the lenses we can assure [redacted] they are done to her RX she has provided us. if need be we can exchange the lenses for her as well if a new Rx is given to us.I can be reached at ###-###-#### if she would like me to resolve this issue I look forward to help and am available during the week till 6:30pm

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Business

Response:

I have spoken with Ms. [redacted] over emails the past two days and I believe we have come to a resolution. I assured her that my goal was an attempt at a resolution and her satisfaction. she has allowed me to upgrade the lenses to a brand name Crizal product and get the glasses back to her. I hope they work this time. we make every effort always to do the right thing for our customers, at times it takes a bit longer then it should.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [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.

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.

Review: I was in negotiations with this company for buying silhouette glasses with single vision lenses on june [redacted]. I sent them a written and signed order for EXACT specifications and I asked them for an order confirmation. instead of confirming my order they told me that they could not deliver what I had ordered because 1.70 lenses were not available. so no deal materialised. nevertheless they charged my credit card without permission.

over the next week I exchanged emails with them back and forth in order to find alternatives. we could not find any agreement on lenses, coatings and prices and so I ordered just the frame, paid for the frame by paypal and gave them instructions to send the frame to [redacted].

they charged my credit card on june [redacted] for the first order which had never become valid because they told me that they could not deliver the specifications and that there was no deal in effect.

instead of repaying the amount to my card immediately on the [redacted] when they told me that they could not accept my order, they still refuse to pay the money back. I find this an extremely bad business practice. where I come from it is called fraudulent business practice.Desired Settlement: I want them to refund the amount of 575 back to my card because there was no deal and they still charged my card without permission

Consumer

Response:

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

Sincerely,

Business

Response:

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.

Review: Coolframes.com is currently withholding a medically necessary prescription for my son. The item was paid in full via [redacted] and shipment was promised by last Friday with a confirmation email. When shipment was not confirmed a case was escalated via [redacted] to ensure delivery. Coolframes is refusing to ship the item without my canceling the [redacted] dispute while knowing full well that as a buyer [redacted] policy is to not let a case be reopened once it is closed for any reason. In essence no shipment and zero tracking has been made by coolframes even though 100 percent of the items payment is currently in escrow with [redacted] in hopes that they could sever liability to ship the item at all. They are 100 percent protected via [redacted] for payment upon delivery. Their tactics are deceitful and 100 percent against their seller agreement.Desired Settlement: I want expedited delivery of what was ordered and [redacted] will automatically release funds when item is delivered as promised. I want what I ordered and paid for, no more no less

Business

Response:

Order placed late on May [redacted]. we began the order with getting the frame and lenses ordered to our store. on the 21st customer filed a dispute with [redacted] our online payment processor. the glasses were ready to ship the next day, but we do not ship while there is an active dispute. we asked via phone and emails to remove the dispute in order to ship the completed order. instead the customer complained that he never got the order. we told [redacted] and him that he did not have the order because an active dispute existed and that is what is delaying the shipment. order was never shipped and customer was refunded. if the glasses were a priority the dispute would be removed and order would have been shipped. we regret it did not work out.

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