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:05/13/2024

  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.

  I purchased glasses from coolframes on March 20th and received them a month later (red flag 1) even though they advertised two day shipping as shown below in my order status. Upon receiving the glasses I immediately noticed that they were not like progressive lenses that I have worn for the past ten years and after trying to wear for about two hours I had a headache so i sent them the following email ;I would like to return my glasses due to the poor quality of the lenses. I have worn progressive lenses for ten years and these are not what I am used to wearing. I cannot even walk comfortably while wearing them for fear of falling. I have tried to make them work by thinking that I needed time to adjust to them however they are still not working. Please advise. Sincerely Order Status: COMPLETED Placed Mar 20th Processing Shipped Order # ******* Mar 20, 2024 7:11 PM EDT Shipping Address:***************************** ********************************************************************************************************************************************* ************ Shipping Method:Two Day Payment Method:Credit/Debit Card Transaction ID:************** Track Your Order: **** **** **** Plastic Ladies Eyeglasses ******************* ********* Quantity: 1 Lenses: Coolframes premium Progressive High-Index 1.74 Lenses with Scratch, Polish and Crizal Opti Fog Prescription: OD: ***** +0.50 x 10 +2.00 OS: ***** +0.50 x 180 +2.00 PDR: 31.5 PDL: 31.5 Frame: $106.00 Lenses: $543.00 Subtotal: $649.00 SALE25 - *************** unlocked!-$135.75 Order Status: COMPLETED Shipping: $0.00 USD CHARGED AMOUNT: $513.25 US

  Business Response

  Date: 05/20/2024

  First let me say thank you so much for your order. I can tell you with 100% certainty the lenses we made you are progressive and If need be I can provide a receipt from our lab to attest to it. We have been making eyeglasses for over 25 year in store and online. Occasionally progressives do not fit perfectly and we are able to remake them at no charge to our customers for 60 days. We would be more then happy to do that in your case, we would even provide a return label and instructions on how to proceed with redo. Unfortunately due to the commoditization of lenses we are unable to offer a refund on them. Please reach out to me directly to my email to discuss a resolution. *********************************

• Initial Complaint

  Date:04/10/2024

  Type:Delivery 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 eyeglasses frame 04/02/2024 for $96.75.On the site wasn't mention the store does not have this frame in store and store needs to order from manufacture.Many times i look if my order change status from process to send,but all the time I seen only status"process".I sent a messge to store about when I can expect to receive frame and receive answer frame will receive in next week.In Saturday I call to customer service and ask when I can expect frame and agent told me they don't have yet this frame and I have to wait when they receive and send to me,it will probably 10 days.I told I can't wait so long time,because I'm leaving and I ask to cancel my order.Agent told me ha cant do that untill Monday and not told me that They keep $20.So I will receive only $76.75! I think it's not right and it's look like a fraud.The agent had to tell me about that!! So I want my $20 back!!

  Business Response

  Date: 04/15/2024

  we have an in stock section of frames on hand ready to ship same day, all other items come from their specific vendor, processing times are available on the shipping page which sadly most people do not read and decide on there own what we have and do not have in stock to ship.

  For this specific order the item takes three days to get to us to be shipped, if the policy was read the customer would know that. We refunded the order based on our policies as requested by the customer.
  

  Customer Answer

  Date: 04/17/2024

  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:

  [Your Answer HereT]

   The order was placed 04/02/2024,I sent massage to customer service 04/05/2024 and ask when I can  expect my order,I received massage back at 04/06/2024  and i received answer they expect to receive my order early next week,it wasn't  3 days.I call them same day and talk to representative and he wasn't sure when they receive my order.I told him I can't wait because I have trip to abroad and don't have time to wait when they receive and after send to **** decided to cancel and he not told me that I have to pay fine.No one company do that!

   

   

   

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

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

  Business Response

  Date: 05/20/2024

  Order placed on 4/2/24 after business hours, we ordered the frame on behave of the customer on the 3rd and were ready to ship the item by the 6th. We received an email from *** ******* requesting to cancel which we did minus the $20 cancel fee. This fee goes to cover our cost of shipping we endure from the manufacturer and shipping we have to pay to return the canceled item. We were within our time frame of shipping as per our policies. We are a small business and simply absorb the shipping costs of placed orders if they are canceled within our window of delivery.

• Initial Complaint

  Date:02/29/2024

  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.

  I ordered frames from this company, it marked as delivered, however , as has been in the past stuff has marked delivered not here but shows up. This is NOT the case, this time 30 days NOTHING I followed their "rules " only to have them make me do what THEY are to do IE filing the loss at this point I'm not going to have the frames for my eye appointment, they have my money and I have NOTHING to show. I did a for a refund they FLAT OUT REFUSE,I just want a refund so I can get stuff locally. I would have been willing to shrug this off order my sunglasses through them but their attitude meh no thanks

  Business Response

  Date: 04/15/2024

  Original package delivered on Jan 31st ******************************************************************************** and we were told by the customer that it was not, so initially there was a divide as to what happened to the delivered item.

  We filed an investigate claim with the **** and after some time of trying to send another pair of eyeglasses we refunded the order as it appeared our customer did not want a replacement.
  

  Customer Answer

  Date: 05/17/2024

  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:

  [Your Answer Herei ]

  I reject this as they refused until I placed several complaints ,BBB,SAG etc, they literally left me without enough to get complete eyeglasses I ended up paying that 202.+ out of pocket.. THEY withheld it in a way that caused hardships. They do not appear to be trustworthy  as they will say 1 thing then string you along till you force their hand, then they will DELAY you till you face hardship
  

   

   

   

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

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

• Initial Complaint

  Date:01/30/2024

  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.

  I purchase a eyeglass in 11/17, I received on 11/20 I found the glass is not fit me I contact the company I ask for return I did return on 11/20 by *** trucking number is ****************** company received in 11/21 at 10:26 AM sign y ****. the glass charge me $708.40. I called to get my refund no respond I pay by my ************** throw PayPal. I despoued throw my bank after one month bank sand me a litter said company said charge is occurred and bank charge me back.I called cool frame ask him where is my refund , ********* said we not refund until close the despout I email him the copy from the bank , coolfram said I have to call PayPal I called PayPal said I have to call the bank. now this company receive the eyeglass on 11/21 until today I didnt receive my money.

  Business Response

  Date: 02/13/2024

  thank you for your order, if return is made it is subject to a 10% restock fee as per our listed policies, we are unable to refund anything while a dispute is active and under review. If you close the dispute it will allow us to access that portal and refund the fund minus t10% restocking fee.

  Please let us know how you would like to proceed.

   

  ********

• Initial Complaint

  Date:01/08/2024

  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.

  The glasses was purchased on 02-17-2023 and not a year later they started changing colors. I contacted CoolFrames and was advised to send tge bluff cartiers back for repair or replacement under the warranty. I received email for the shipping address. However just for the representative to provide the incorrect mailing address. I contacted Coolframes and was advised its my fault after ******* agreed the zip code was wrong provided in the email. Coolframes created incident report with the postal office on 12-29-2023. I spoke with postal office on 01-06-2024 who advised me Coolframes stated the issue is resolved and spoke with me stating the would refund my funds. NO HAVE CONTACTED ME ABOUT ANYTHING.

  Business Response

  Date: 01/23/2024

   ??? REC'D DISASSEMBLED FRAME BACK JUST TEMPLES AND A NOSE BRIDGE ??? (Jan 16, **** 9:51am

  Customer Answer

  Date: 01/25/2024

  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:

  [Your Answer Here]

   The lenses were not sent back because there is nothing wrong with lenses and I need them to see I put them in another pair of glasses. At this point I am requesting for a refund. I have called the ********************************* and was hung up on. I also requested to speak with a supervisor/manager and was always told they cant come to the phone and **** would call me back and never did. This have been a big big inconvenience for me I would like a refund and additional $3,000. Even after Coolframes received the glasses no one called me to try and settle with me. I do not want another pair of glasses from Coolframes in case this happens again. 

   

   

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

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

  Business Response

  Date: 02/21/2024

  We are currently working with our customer to exchange the frame. We are waiting to hear back from the customer as to what they want to exchange for.

   

  **********

• Initial Complaint

  Date:12/21/2023

  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 a pair of sunglasses from cool frames on November 27. A week or so later I received an email saying that the color I selected was not available for immediate shipment and that the item was in back order, oddly, they do not give you a discount for waiting. I chose to wait because they said the item would be available to ship in 2 weeks. Around Dec 12 I received an an email asking if I received my order. I emailed back because they said I would be waiting they then informed me it was going to be another two weeks wait. Sunglasses are supposed to be a gift for my son in christmas and you guy keep delaying the shipping and in the mean time you show in your site that is available.

  Business Response

  Date: 12/22/2023

  the frames are on back order - we spoke to you on the 18th of dec- they are coming straight from versace for you - if you dont want to wait we can give you a full refund - but we should be getting them next week to ship

  Customer Answer

  Date: 12/28/2023

  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:

  [Your Answer Here]

  As Dec 28 at 6:00 pm the item is showing as processing, meaning that it wont be deliver next week as you mention on the reply. You guys fail

  knowing that you wont get the item on the time you promised me to ship it. Will update this complain when you finally got the item shipped.

   

   

   

   

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

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

  Business Response

  Date: 02/13/2024

  With deep regret we were not able to fill this order. Our vendor Luxottica had the item as available on their site and he showed it ours. They kept giving us new dates of delivery and we passed the info onto our customer, at one point they told us the item was no longer available and we canceled the order. We are very sorry for all of it especially if we ruined a Christmas gift that was us being counted on for. Luckily this does not happen often and I am on behalf of my company very sorry for the most terrible frustration we caused. If we are ever trusted with another order please reach out to me directly for personal attention and price concession. *********************************

   

  **********

• Initial Complaint

  Date:12/12/2023

  Type:Delivery 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.

  Re: order *******. Lucky Brand VLBD726 Eyeglasses $117.00 Size: ********* Color: GREEN/PINK (0GRP)Qty: 1 SUBTOTAL:SALES TAX:SHIPPING:$14.95 FRAMES:$102.70 I submitted this order on November 26, 2023. It said there was a 2-3 day processing time and I paid for 2 day shipping. It should have arrived by November 31st. It is now December 11th and it is still not here. I spent 20 minutes on the phone with customer service and was told that I would get a call back from a manager that I never received. They have not responded to my emails and their online customer service form does not work. I would like the frames. I would also like a refund of the 2 day shipping. It did NOT say that these frames were out of stock when I ordered them, so I was misled to think that they would be there in 5 days or less. They need to stop falsely advertising and misleading customers.

  Business Response

  Date: 12/12/2023

  this package was delivered

   

  we can offer a full refund as a 1 time courtesy for the shipping fees 

   

  ups - ****************** 

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution would be satisfactory to me, but I have yet to receive a the refund referenced.  Could you please ask the business to provide proof of refund?
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/08/2023

  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.

  12/4/2023 $244.66 Deliver my new Marchon Eyeglasses The business failed to deliver the glasses and Blamed it on USPS.Order # ******* Tracking Number: **********************

  Business Response

  Date: 12/08/2023

  this was shipped using ****** there are delays during the holidays BUT they attempted to deliver the packed - we are currently in communication with them to redeliver it tomorrow 

  ********************************************************************************

• Initial Complaint

  Date:11/08/2023

  Type:Sales and Advertising 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.

  Hello, have been trying to get confirmation of business' policy stated on website, which is a little vague. Have written three times including twice to eSales mgr but no answer. Trying to confirm that 1) if frames only (no rx) are scratched or otherwise damaged in transit, that replacement will be sent immediately & business will provide free prepaid label for return of damaged item with no restocking fee applied. 2) in unlikely instance that scratched or damaged frames cannot be replaced immediately, business will provide free prepaid label for return of frames with no restocking fee applied & with full refund to customer of amount paid for the order. Please note that these are basic good business practices covered by contract law. Thank you.

  Business Response

  Date: 11/13/2023

  Thank you for your message with the BBB, my apologies for the poor reply to your inquiries to our CS team.

  If an item is damaged in transit it will be replace the item for sure. We would need a picture of the box and of the damaged, we would then file a claim with the shipped and have the merchandise exchanged. We would still charge a restock fee of 10% if we are not permitted in the unlikely scenario to replace the damaged item. We make no contract with anyone, we are just resellers of optical products. with that said we aim to keep a customer and each case is its own, we would do what we can to make each customer happy so they can purchase again and tell their friends and family. I am always available for any questions. Please email me directly to *********************************

   

  **********

   

  Customer Answer

  Date: 11/14/2023

  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 business didn't answer a question asked in the complaint and need clarification on issues responded to. 1) The question is, if the frames only come scratched or damaged in any way, does the business provide a free mailing label to return the damaged item to the business? 2) The clarification needed is business states restocking fee of 10% is only imposed if it is unable to replace the frames. So need to confirm, if able to replace damaged frames, there is no restocking fee for the damaged returned one? 3) Business also states it is only a reseller of good & doesn't contract with manufacturers. Need confirmation that business is an authorized seller of ***** frames & gets frames directly from this manufacturer & not a 3rd party.

  Thanks to *** for the reply

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

  Business Response

  Date: 12/03/2023

  we are willing to do anything to satisfy the customer

  Customer Answer

  Date: 12/05/2023

  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. Appreciate ************************ assurances provided by separate email. Thank you.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/25/2023

  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 bought a frame from Them ten days ago and paid additional for two days delivery. After ten days, when I contacted the provider, they told me I needed to wait two weeks more before I could see my delivery item. They charged me immediately for the Item and were supposed to honor the commitment because the Website said the product was available. When I spoke with them, they said that the Website is inaccurate (for me, it is false advertising), the availability is 0 in their stock, and they need to ask the manufacturer. Meanwhile, I need to continue waiting for the Item. With this, the Store forced me to lose other opportunities to buy the Item and find it at the correct time.I want to see my Item as the offered, not in TWO WEEKS more.

  Business Response

  Date: 10/31/2023

  FIrst let me thank you for the order we appreciate the opportunity. I definitely agree we should have notified you that the item was to be ordered from ***** as there was no stock of it in the US and we did not have the tem in our warehouse as well. For this I am truly sorry. With that said I can tell you that we do not falsely advertise that the item is in stock only that the item is current and available. Now as far as the shipping time which was two day air is not the processing time and is only the method once the item is shipped. I personally do not look to make any enemies of my company and I am sympathetic to the concern of my customer, I believe at this time the item has been delivered and if everything is satisfactory with the item I would be happy to refund the shipping charge. Please let me know if all is well with the sunglasses and you are keeping them. Also please note the item has a one year manufacturer's warranty.

   

  **********

  Customer Answer

  Date: 11/01/2023

  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:

  [Your Answer Here]

   

   I've appreciate your answer and your apologies for the delay, sadly when the Item arrived to my hands, was after more than two weeks, the shipping date was *****, and I received on Monday Oct-30, when I paid for two days delivery. Indeed the Frame suppose to be a Birthday gift for my Wife, and I need to looked for another option to cover that (I know that you can assume this) but for me was an issue. Now the item go in a way back to your Store, I've returned that yesterday, use a *** to do that and I expecting that you have it in your hands this Friday in the same box and condition that I received.

  In the middle I only waste time and money in this transaction because cost me $20 more to be sure that you receive it in the good condition and in a time plus your restocking fee when I returned for your DELAY !! this funny !!.

  But, Thanks to answered on time to this concern

   

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

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

  Business Response

  Date: 12/13/2023

  as soon as we get them back we will refund you 

   

  thanks