CoolFrames.com Avis 

I was stunned by my wonderful experience with CoolFrames after reading all these bad reviews. I have nothing but praise with the entire experience. They had the exact frame I was looking for. Uploading a pic of my prescription was easy along with the entire web ordering process. I had a question so I called and CS answered right away and took care of me. The glasses arrived in just 9 days and they are PERFECT! Would buy from them again without hesitation.

Their customer service lack, BIG TIME! You need to know all hidden fees that they don’t tell you about! Be weary when purchasing from this company!

Found the website and thought this was a reputable company. I spent over $1700.00 for some glasses to have them shipped to me crooked and not well inspected before shipping. When I tried to return them to get them fixed I had to jump through hoops just to get a return label sent to me. I will not do business with this company again and recommend no one else do business with them unless you want to jump through hoops when there is a problem. I understand that things happen however when you as the consumer raise a viable issue the company should do whatever they can with in reason to remedy the problem.

Do not purchase from this company. They took over a month to ship the glasses, and when they arrived, they constantly fall apart literally all the time. Every time I wear them, either the lens or the arms just fall off.

Awful experience with Cool Frames! Firstly, although they have a .co.uk website the company is actually US-based and all of their products are sent from the US! This incurs import duties and taxes which is in very small print at end of the order!! Their communication is virtually non-existent, not only is my order VERY late (way over the quoted delivery times!) but I've had to contact them several times to keep getting a stock answer about waiting for the product to come from the manufacturer! They don't even have them in stock!!!

I think they are very dishonest and deceitful about where they are based, ie not in the UK, and waiting more than 3 weeks for a simple and small order from the US is just unacceptable. They've offered me no compensation or refund for my inconvenience, and my optometrist has been inconvenienced too waiting for the frames to arrive!!

Overall a horrible experience with a very shoddy vendor, I'll never buy from them again and I recommend no one else does either unless they want to receive awful service!!! Cool Frames are the worst shopping experience I've had in a long time!!!!

Brilliant,
I am in the UK, I spotted a pair of frames costing £230 in a local optician, I found them on the Cool Frames website for £111 delivered that is below the threshold to pay duties & customs so I made an excellent saving of £119. My optician is able to put lenses into these so I don’t have any concerns about the prescription and lenses, I am super happy with the saving on the frames. I cannot recommend highly enough, the shipping was included at no cost and the parcel arrived in 10 days.
Fabulous …thank you 💐

I was a bit apprehensive of purchasing my frames from this firm as they are not uk based, I only needed frames,I had broken my originals however the whole process was very good, the communication very good, and the frames no lenses arrived within one week (from USA) no import duty,and fab product,

I have ordered glasses from this company 1.5 years ago and the film coating them is already coming off. Never had an experience like this in 15 years of glass wearing. Please avoid my mistake.

I went to our local optical shop which I’ve been using for years. Had my eye exam, but for the 1st time I couldn’t find a pair of frames I liked. I found Cool Frames online, & once I put in my choices, I was amazed at how many frames they have which I loved! I had to decide between 10 frames! I ordered them and 10 days later they arrived. I took them to my shop & they fitted the lenses. I love them!! In fact, I’m going to buy a 2nd pair of frames from Cool Frames, since I always like to have 2 pairs. Great selection, & they arrived in a timely manner. I’ll definitely use them again.

Dont buy from this company. I am still waiting a month or more since they 'sent' them. Bad company dont fall for there website! Numerous emails ignored. Please please dont buy from them

Lovely frames and arrive in excellent condition and packaging! Customer service is good too. As I ordered the wrong lenses (my bad) and they seemed to be understanding and eager to sort the problem.

Just a scam... They created a .co.uk website to make you believe that (i) they have a presence in the UK and (ii) you benefit from the UK consumer legal protection. Keep in mind that despite the .co.uk website, you are not shopping in the UK. You are making your purchase in the US. In order to get your product delivered, HMRC will ask you to pay the import duty.
But more importantly, if you have an issue with the product, they don’t care. They will tell you that you don’t benefit from UK consumer legal protections, that you have been screwed and you should just accept it.

Do not buy from this company. They are a tiny backstreet opticians in Brooklyn NY, USA, not a reputable retailer of glasses, despite how their website looks, and despite the UK web address. I paid almost £1500 for a pair of Cartier glasses and they sent me FAKES. It took me a month to get my money back through PayPal, after taking the glasses to Cartier themselves, who confirmed they were copies and not the real deal. I'm still chasing the £250 import fees from HMRC. The lenses were also exceptionally poor quality.

Absolutely dreadful customer service...I’ve sent numerous emails regarding my order after parting with £232 in June...I finally received half my order today...the glasses came unboxed with no original labels, guarantees or paperwork! The other frame is missing and I’ve received no explanation as to why. PayPal dispute now started to get my money back. Avoid unless you like wasting a lot of time, energy or money!

Been almost two months since i placed my order now. Numerous emails have gone on ignored. I have way passed the delivery period i was told to allow. Looks like i might be victim to a scam.

Ordered a pair of silhouettes with lenses on Wednesday and by Thursday of the following week they arrived!
No problems just smooth and easy!!
Will purchase another pair.
You should too!!!!
UPDATE!!!!
Just make sure you are correct with everything because if you sign the order you own it. Bought a pair of clips for the glasses that I just bought and address was wrong and Eton told me I own it I asked for mgr, owner he said they would call and over a week and nothing. Good luck

Same. £25 import tax and it takes ages to arrive.
They are pretending to be UK

Using a website with a .co.uk and an 0800 contact number - to make you think they are a UK company, then shipping from the USA resulting in you being charged Tax and costs of approx £18 per £100 pound spent with them.

Goods cannot be returned without being charged a restocking fee. When you contact them on these points, they claim they have notices on there website or during checkout. In fairness there are small font disclaimers, positioned in a way to make them less obvious, on the website order confirmation pages. Purchasing through a mobile and Apple Pay there is a lack of warning or clarity that taxes may be due at import.

Dishonest in there approach and intentions and when taxes are added on for import to UK - more expensive than buying local.

Glasses took over 2 months to arrive
got a hit with a £50 customs charge
not based in uk just pretend to with the .co.uk address
wont use again

Horrendous. Pretends to be based in the U.K. using a .co.uk address and doesn't state clearly anywhere that they are based in the US. I already spent £100 on glasses that took a month to be delivered, now I'm charged another £25 customs and told I won't get the glasses unless paid? The prescription doesn't feel right and their customer service is terrible.