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
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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
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Reply from Cool Frames
Hi Jenn,
Thank you! We’re glad you found the process smooth and efficient. We really appreciate you taking time to write us a review.
Hope to see you again soon!
Regards,
Anne
Cool Frames LLC
Reply from Cool Frames
Hi Edward,
Thank you for leaving us a review! I have passed on your compliments to Mark.
Do not hesitate to reach out if you need any assistance in the future.
Regards,
Anne
Cool Frames LLC
Best online eyeglass company
Cool frames was affordable and great quality designs. Cool frames even worked with my insurance which I really liked.
9 May 2025
Reply from Cool Frames
Hi Terrence,
Thank you so much for your feedback. We truly appreciate you writing us a review.
We really appreciate your business and we look forward to serving you again in the future.
Regards,
Anne
Cool Frames LLC
The Ultimate Professional Experience My initial experience with Cool frames…
My initial experience with Cool frames was Awesome! To be more specific, my salesman/customer service representative Mr Luis was exceptional! He is the epitome of a true professional. He was patient, knowledgeable, kind, fair and honest throughout research and purchasing process. I've never been so comfortable making an online purchase of this magnitude. Thanks Luis, looking forward to doing business with you again in the near future.
26 May 2025
Reply from Cool Frames
Hi Will,
We are so thrilled to hear about your experience! I have passed on your compliments to Louise and shared your review to the whole team as well and this really made our day.
It's our pleasure to provide an excellent service. We really appreciate you leaving 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,
We really appreciate your feedback! So glad you loved the glasses and had a great experience. Looking forward to serving you again in the future. 😊
Regards,
Anne
Cool Frames LLC
Reply from Cool Frames
Hi Nikie,
Thank you so much for your kind words! We're gladto hear that you had a great experience with our customer service.
Looking forward to serving you again in the future. 😊
Regards,
Anne
Cool Frames LLC
Mark was incredibly knowledgeable and I really appreciate his excellent service!…
Mark was very patient with me even though I had so many questions. He was helpful in explaining everything clearly, and was very helpful by emailing my prescription that I was unable to locate. Mark was incredibly knowledgeable and I really appreciate his excellent service!
26 May 2025
Reply from Cool Frames
Hi,
We are thrilled to hear about your experience! It is our pleasure to help.
Thank you so much for your kind words. I have passed on your thanks and compliments to Mark. We really appreciate you leaving us a review and we look forward to doing business with you again in the future.
Regards,
Anne
Cool Frames LLC
Cool Frames keeps it moving.
It was great to be able to find a replacement for my broken frame that I only had for a short time. Cool frames shipped quickly, which enabled me to replace the lenses and keep it moving.
23 May 2025
Reply from Cool Frames
Hi Jeff,
Thank you so much for taking time to leave us a review! It is our pleasure to accommodate your eyeglasses needs.
We hope to do more business with you in the future.
Regards,
Anne
Cool Frames LLC
Wonderful
My experience has been great. Was so happy that they had the frames my daughter wanted. Everyone was very helpful and nice. I will definitely be purchasing from them again.
23 May 2025
Reply from Cool Frames
Hi Kim,
Thank you so much for your kind words. I have passed on your thanks to the team. We really appreciate you leaving us a review and we're here if you need any help with the glasses.
We look forward to serving you again with your eyeglasses needs in the future.
Regards,
Anne
Cool Frames LLC
Excellent Service!
I had a broken pair of frames and I was able to order the exact same pair so my local store can replace the old frames. I received quick, polite and professional assitance from Cool Frames and will shop there again.
23 May 2025
Reply from Cool Frames
Hi Kathleen,
We are so glad you had a nice experience with your purchase. Thank you so much for your positive feedback, we really appreciate you leaving us a review.
We're here if you need any help with your glasses and we look forward to doing business with you again in the future.
Regards,
Anne
Cool Frames LLC
The glasses did not have the…
The glasses did not have the progressive lens that are requested and paid for. The bottom part was OK but the top part is blurry. It’s not my prescription. I’ve bent over and the glasses fell off. Very disappointed they should’ve told me if they were not able to make my lenses instead of taking my $300
2 May 2025
Unprompted review
Reply from Cool Frames
Hi Terri,
I am sorry to hear about your experience.
We have sent a request for further information so I could look into this further for you. If the progressive lenses are not working properly, we do remakes to correct them.
Please provide us with your details or email me at ana@coolframes.com and I will try my best to help you out on this.
Regards,
Anne
Cool Frames LLC
Good but could have been great
Great customer service, I expected more with the packaging of the product,not just a cheap sleeve for expensive glasses, shipping was on time . The presentation is the reason I didn't give it 5 stars.
14 May 2025
Reply from Cool Frames
Hi,
Thank you so much for taking time to leave us a review.
I have passed on your compliments to the customer service team. I have taken note of your feedback as well regarding the packaging of the product so we can improve this moving forward.
Thank you for choosing us for your eyeglasses needs and we look forward to doing business with you again in the future!
Regards,
Anne
Cool Frames LLC
Cool Frames - do not order from this provider
I would not order from this provider. This is the worst experience I have had ordering glasses online. Despite adding my prescription at the time of making my order and clicking the option for ‘distance vision’, my order arrived with no prescription lenses. CoolFrames expected me to return the glasses at my own expense, charge a $10 ‘processing fee’ and would not refund the original shipping costs, even though they failed to deliver my order.
Note: the reply provided by Cool Frames is not accurate. In particular, having been ordering glasses online for 15 years, I did click the option for prescription lenses and, which the Cool Frames reply does not mention, I even added my prescription at the time I made my order. There’s clearly been a system error which the company is refusing to acknowledge. I’d be happy to pay for the lenses. However, I object to having to pay for the return shipping costs and the costs of having the glasses resent to me.
Further note: after further conversations with the CoolFrames customer services team, I’m pleased to say this issue has been resolved. They kindly waived the admin fee and covered the cost of new lenses, as well as the cost of shipping the product back to me. I just needed to cover the cost of returning the glasses. I now have my new spectacles and am very happy. A particular shout out to Anne in their team who was very helpful.
19 May 2025
Unprompted review
Reply from Cool Frames
Hi Freddie,
I have reviewed your order and it appears you only ordered and paid for the frame only. You only selected just the frames when you placed the order and you were never charged for any prescription lens. We find that we have processed your order accordingly. We will be sending you the receipt of your order shortly.
We'll be happy to install prescription lenses on them if you can return the glasses back and we can send you an invoice for the lenses.
[Additional response 28th of May 2025]
Hi,
It is possible that it could be a system error if you tried selecting some lenses and uploaded your prescription, or it could also be that the lenses were accidentally removed from the basket before you hit check out. Nevertheless, we understand these things can sometimes happen accidentally and we appreciate your clarification.
We'll be happy to waive the processing fee if you return the glasses back to purchase your prescription lens. This means we will cover the lab costs of producing the new lenses as well as the shipping of the glasses back to you. You just need to pay for the cost of the prescription lens and mail the glasses back to us.
Regards,
Anne
Cool Frames LLC
So I only read the bad reviews…
So I only read the bad reviews and some of the good reviews. I was really hesitant to buy my converse frames given the bad reviews. But they arrived and in great condition. I love them. They looked small for my head at first but they fit perfectly. I’m pretty happy about them. I don’t think they were badly priced either.
19 May 2025
Unprompted review
Reply from Cool Frames
Hi Lizzy,
We are so glad you liked the glasses! Thank you for taking time to leave us a review.
We look forward to doing business with you again in the future.
Regards,
Anne
Cool Frames LLC
Well I didn't have a bad experience…
Well I didn't have a bad experience necessarily but I only found out that my glasses wouldn't be delivered on the expected date because I asked the text chat/help messenger…but my glasses arrived only two days later so no real harm was done
19 May 2025
Reply from Cool Frames
Hi Rick,
We are glad to know you have now received your order. We apologize for the slight delay. Thank you for taking time to leave us a review.
We appreciate your business and we hope to serve you again in the future for your eyeglasses needs.
Regards,
Anne
Cool Frames LLC
Awful Experience – Avoid at All Costs
I had a terrible experience with Cool Frame. My sunglasses arrived one month after the estimated delivery date, and only after I spent an additional $100 trying to locate the order myself because their customer service was completely useless and couldn’t tell me where it was.
When the sunglasses finally arrived, the prescription was incorrect. I contacted customer service again, and their solution was for me to return the glasses—but they don’t refund prescription lenses, so I’m out that money too.
This feels like a borderline scam. Terrible service, zero accountability, and no regard for customer satisfaction. Do yourself a favor and avoid this company!
9 April 2025
Unprompted review
Reply from Cool Frames
Hi Michael,
I am sorry to hear about your experience. This is definitely not the kind of service we want our customers to receive. I'd be happy to look into this for you.
Please kindly supply us the necessary information so we can assist you further. A request has been sent to you.
Regards,
Anne
Cool Frames LLC
Nice glasses with CoolFrames service
-nice glasses
-good prices
-quick email support
-hight speed of delivery (from USA to Europe 6 days!)
14 May 2025
Reply from Cool Frames
We are glad to know you are satisfied with our service.
Thank you so much for taking time to leave us a review. We appreciate your business and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Great designer for great prices
Ordered 2 pairs of frames one was back ordered and I was reached out by someone thru email advising if I wanted to wait or order a different pair I chose to wait, he kept in contact with me until the frames were finally available. And was able 2 get them both.
12 May 2025
Reply from Cool Frames
We are glad to know you were able to get the frames!
We appreciate your patience with your order and we look forward to doing business with you again in the future. We're here if you need any help with your glasses.
Regards,
Anne
Cool Frames LLC
Friendly and professional customer service …
A very polite and friendly and helpful young man named Luis was the customer service representative
12 May 2025
Reply from Cool Frames
Thank you so much for leaving us a review!
I have passed on your thanks to Louise, and he's very happy to be of help. Thank you for choosing us for your eyeglasses needs! We look forward to doing business with you again in the future.
Regards,
Anne
Cool Frames LLC
Louise was absolutely AMAZING
Louise was absolutely AMAZING! I was very fortunate to have been able to speak to him as he guided me through the entire process of ordering glasses! I would give him 10STARS if possible! I also love the variety of frames available on Cool Frames. I will definitely shop here again & request to speak to LOUISE!!
Thank you for your awesome customer care!!
2 May 2025
Reply from Cool Frames
Thank you so much for your wonderful feedback!
I have passed on your compliments to Louise and he is so happy to know you appreciate him. We take pride in having him on the team.
Thanks for choosing us for your eyeglasses needs and we're here if you need any help with your glasses.
Regards,
Anne
Cool Frames LLC
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