Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company sent wrong item and refused to exchange or refund. Although I had proof.

  Business Response

  Date: 06/23/2025

  Hi ****,
  
  I am sorry to hear about the issues with your order.
  
  Upon checking, you have selected the color Milky Navy with Blue Gradient lenses and based on the photos you have sent us, it appears the right color was sent. It may have a slight difference in color if you compare it to the photo from the website due to the studio lighting when it was photographed for marketing. If they did not come as expected, you are more than welcome to exchange them.
  
  However, please note that upon checking with the manufacturer, the model Calvin Klein CK19561S Eyeglasses had been discontinued, and what you have right now are among the last pairs left in stock. Therefore, I would recommend choosing a different frame instead for an exchange. I will be sending you further instructions via email on how to send the glasses back, as well as recommendations for similar models.
  
  Feel free to let me know if you have any other concerns.
  
   
  
  Regards,
  
  ****
  
  Cool Frames LLC

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order March ******* and 1 of the eyeglass frames is defective. I mailed the frames back and the company received the glasses back April ******. I wanted a refund for the pair I didn't like and I wanted an exchange for the defective frame. I received the so called new frame April ******* and it's the exact defective frame sent to me. The company is asking for a second time to send the frames back for a new frame. This company is selling defective eyeglasses as new and it's not. The company is not doing enough to insure that I won't receive the same defective glasses again. Cool Frames is misleading consumers and they are not practicing good professional services.

  Business Response

  Date: 05/12/2025

  Dear *** ***************** understand how frustrating it must be receiving your order in a faulty condition. We would like to apologize for this experience and the inconvenience it may have caused.
  
  I can see from our records that you did return the glasses back for a replacement. We have received it on April 17th and we immediately requested a warranty replacement for the glasses from our manufacturer. 
  
  We did receive a brand new pair from them as of April 22nd and I can confirm proper quality checks were made before we have shipped out the glasses and we made sure it is in good condition before preparing it for shipment. I would like to clarify that we did not send the same defective pair. The damaged pair has been sent back to the manufacturer along with our feedback for the product. It is possible that it could have been damaged in transit or it was really an isolated manufacturing defect with the model you chose. We understand if you had concluded that the same pair was sent out since they had the same issue. We would like to assure you that this is not the case and it is definitely not how we do business. We always strive to ship orders in the best quality before handing them over to our delivery couriers.
  
  From your records, we can see that you have already returned the second defective pair you received and we have issued a full refund on May 9th. It should reflect on your end within 2-5 business days or depending on your bank processing time.
  
  We hope this resolves you concern, and please feel free to reach out if you have further questions. 
  
  
  Regards,
  Cool Frames LLC 

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I have not received my full refund so far. 

   

   

   

   

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

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered glasses from cool frames in February. I received the glasses March 3rd,2025. Today is April 11 2025. The glasses frames are cracking. It looks terrible. I contacted the company and they said I have to send the glasses back and they will fix it. How can I send back if I need them to see? I will also have to pay shipping fees. I requested a refund and they said its been too long. But this business sold me glasses that are faulty and wont refund me. And wants to CHARGE ME to send them back.

  Business Response

  Date: 04/15/2025

  We are very sorry for the trouble. We will send at no charge a new frame and *** ****** can keep the original one. The only thing is if we send a new frame will *** ****** be able to to have the lenses swapped locally?

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased glasses on 01/03/2025 and when I received them, the prescription was different than what was ordered. I paid $16.02 to ship them back and received a $212 credit. They said because restocking and lenses are non refundable. This was not MY error yet I have lost $75.32 because of THEIR error! The lenses included are not the lenses ordered!

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of prescription eyelashes. I called to get them returned told them my lenses were not working for me they told me that I need to go back to my optician and get a new prescription but my prescription is up to date and I have a pair of glasses with the same prescription that broke that work just fine now they will not answer the phone and they do not email me back and they just got $188 outta me for lenses that don't even work for me. I feel very dizzy when I put them on and they pushed the blame onto other people. They lied and said they were going to give me a call back and now I can't even get through to a customer service representative.

  Business Response

  Date: 02/18/2025

  you can send them back 

   

  just log into your account and create a return

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered glasses and paid rush delivery.. took a month.. Got them 2 weeks ago and the lenses are falling out.. 2 weeks old!! I tried emailing and calling.. after 3 days got them on the phone to be told they can be fixed for a fee!! they are NEW there should be no fee for their terrible products!~

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My glasses were under warranty, and I was told to ship them *********** would replace the lenses. Explained that I would once replacement lenses had arrived. I was emailed & told they had arrived.I shipped them express to Coolframes & also was sent an email with a link to prepay express shipment to send me the glasses back. My frames arrived at Coolframes and was given the run around by several customer reps. **** put me on hold & never get back on the phone. I asked to speak to the Manager, owner. **** were going to have them call me. I never received a call back When I called Thursday 11/21 in the morning I was told that the lab stated the lenses were not acceptable and needed to be made again **** had the lenses and I was told they were ready to go. I have no glasses for reading or distance, and also leaving on a trip. I called again @ 5:45pm and I have been on hold for 20 min ".The manager is very busy" I want a full refund plus the shipping I paid as well as the glasses I sent them

  Customer Answer

  Date: 12/20/2024

  At this time, I have been contacted directly by CoolFrames.com regarding complaint ID ********, however my complaint has NOT been resolved because:
  They sent my glasses back, however the lenses kept falling out of the frame. I went to a local optical and they inspected the glasses. They didnt file the lenses to fit the frames. I asked them for a full refund and replace them with another optical. They want me to send them back again, and I cant until I replace them. 

   

   

   

   

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

  Sincerely,

  **** ****

  Customer Answer

  Date: 01/13/2025

  At this time, I have been contacted directly by CoolFrames.com regarding complaint ID ********, however my complaint has NOT been resolved because:
  
  I have given CoolFrames several opportunities to replace the glasses. I initially sent them and paid for overnight shipping. They received them and kept them for several days. I received the glasses and the lenses kept falling out. I had them looked at 2 local opticians and both confirmed that they never grinded the lenses to the frame. I sent them pics as well. The lenses fall out, but I dont have another pair of glasses I can use, and they refuse to send me a new pair or refund me to purchase glasses in person. 

   

   

   

   

   

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

  Sincerely,

  **** ****

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5 days ago I purchased a pair of glasses that were labeled in stock. The website labeled the item as in-stock and the website listed items in-stock as shipping out between 1-4 days and delivered between 5-7 days. Today, I had not received any tracking information and contacted the company. They said they did not have the product in stock. They were unable to provide a shipping date, they would not cancel the order without an additional charge, and the chat was terminated.I would like the order canceled and a full refund, as they did not have the item in stock and cannot meet their projected shipping deadline.

  Customer Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of bi-focals and the lenses broke. I sent them back for repair, they cracked where the lenses attach to the frames again within a month. I called and emailed about the defect and they use stall tactics to prolong and discourage warranty claims. After several weeks/months (did this twice) of their stalling they refused to fix them. After writing an online review, they finally agreed to replace the lenses so I shipped them at my expense a second time and they will not send them back. They have had my glasses for over 6 weeks and they "keep reaching out to the lab and are waiting for a response". I have been unable to drive, read, leave my home and have been suffering migraines. I have called and emailed and I can not get an answer on my glasses. I will be traveling out of the country in a couple of weeks and I don't have glasses. My trip was booked a year ago. I need help. This company is ******.

  Business Response

  Date: 10/08/2024

  we have remade the lenses 3 times at our cost. We make hundreds of eyeglasses daily. I am unsure as to the reason lenses *** *******'s lenses crack. We have replaced the lenses 3 times and this is an order over 1 year old. The last time the lenses were redone were shipped in early September and delivered to *** ******* on the 9th of September.
  

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  **** *******
  
  
  
   
   
  

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** *** *** ********** ********* ** ******* **** ************ ****** *** *************** ** ** ********** ** ***** *** *** ****** **** *** ************* ** *** ****** **** **** *** **** ********** ****** ***** ** *** *** *** ***** **** *** ****** **** *** ******** ** *** ******** **** *** ******* ***** *** **** **** ********** *************** *** ***** ******* *** *** **** on Tue, 04 Jun 2024 09:29:55 ***** ************"<********************> wrote ----This is to return the ******************************* I received. The glasses dont fit properly and are too heavy to wear. They dont have the proper vertex for the way they sit. There is a bulging look too far from eyes to enable the prescription to be adequate. Please approve refund and free return. Thank you kindly.Transaction ID ************* *********************** ****************************************** Sent using the mobile mail app The amount spent was $400; the frames were $200. I have glaucoma and need a vertex of 13/14 on optical. The business will not refund any of the purchase. They will exchange frames but require me to spend several hundred on new lenses. This company will not work with me; Im on limited income, 71 years retired from working overseas for 28 years in danger pay for the Army and ***************** I cannot afford to get glasses this year now. I asked for even a refund on the frames and the company will not. I received them yesterday, June 3, 2024.I do not recommend this firm and feel like they are very poor optical providers.

  Business Response

  Date: 06/05/2024

  The order was filled as purchased, we provided everything as in the order based on ****************** manual checkout. She did not call to ask us for advice on what type of frame is best for her very high prescription, if she would have she would be told that a thin metal frame on the larger size is not the way to go with such a high prescription. We had to custom order both frame and lenses and although the lenses are exchangeable they are not returnable. The frame can be exchanged and we suggest a much smaller size to eliminate the heaviness and thickness of the lenses.

  Just a full refund is not possible as all of this was custom made. We are happy to work with ***************** to exchange the eyeglasses and provide a thinner lighter finished product.
  

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The frames are standard Dolce Gabana and should qualify for refund; not exchange. If the firm knew that my prescription would not work with that frame, as they have written, why did they fill the prescription, mail it to me and produce an unusable and very expensive mistake for me to take full responsibility? In addition, I am willing to forego a refund on the poorly made lenses and accept only a full refund for the frames in the amount of $200.
  if the firm accepts this resolution, I will close the complaint. Let me be clear, I will not do further business with this firm and therefore will not accept an exchange as resolution.  
  The firm is offering to redo lenses changing the add on for the bifocal from 2.75 to +2.50. This is not acceptable . This firm has a poor reputation and does not accept responsibility for their products or services with the customer satisfaction in mind. I was not satisfied with the product nor services and therefore a partial refund should be provided. I will not wear anything produced with shoddy quality as I have glaucoma and need my vision. I can do with no new glasses since the firm will not give a full refund.

  Note the pictures of the product so thick like bottles and missing the correct vertex or distance from cornea. The firm didnt reach out to me, the valued patient and customer, to inform me that the prescription would not work. They are the experts. To allege the burden was on me to call them is absurd. These are standard frames, not custom, and should be refunded. This is the minimum resolution I ask.  I cannot use these frames.

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2024

  Thank you for reaching out to us on the BBB, As we said to *** ******* back in June we can certainly exchange the lenses for the new prescription provided, but we cannot refund the lenses as they are custom made. The Rx was entered manually and the patient only provided us a hard copy when we requested the Rx when the patient complained of difficulty seeing. The ** did not match what was manually entered, this happens from time to time. If you would still like to exchange the lenses for the updated Rx I would be more then happy to do so.

   

  *** *.

  Owner

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [These frames are not custom and were very expensive. I wish a refund on the frames and will accept the loss on the prescription lenses. This is reasonable expectation on the customer rights. The issue is the lenses were not correct with Vertex. My complaint is the lenses will not work with the frames. I wish a refund of the frames and will sacrifice the prescription lenses. Im on a fixed income, elderly and am profoundly disappointed with the customer service. Im helpless to recoup this large loss but seriously advise Anyone to avoid business with this firm. There is no recourse provided. Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **** *******