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:07/10/2025

  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 frames on 6JUN for my father, received an email saying they were on order but would be available 13JUN and i had the option to wait or be refunded. It was only a couple days so I opted to wait. Come 24JUN, the status hadnt been updated and nothing received, emailed again and was told they would be shipped and should arrive within the week. Nothing. It's now 10JUL, over a month later, and nothing has been shipped or received. Status still shows on order.

  Business Response

  Date: 07/11/2025

  Hi ****,
  
  We do apologize for the delays on your order.
  
  Unfortunately, the frame is still on a back order due to production delays. The manufacturer has advised that the estimated availability as of this time is July 25th. We understand this can be frustrating. Please know that you can still switch to a different model if you'd like. The prescription lenses are actually ready, we are just waiting for the frame to get them installed. We have reached out to offer a 10% refund for the inconvenience should you decide to replace the current frame or continue waiting for the original order, to which you have responded and accepted. We acknowledge that you wish to continue waiting for the frame, so we will keep the order active. 
  
  Again, we do apologize about the delays. We ask for your understanding that the manufacturing delays on the frames is outside of our control. 
  
  
  Regards,
  **** *** ***

  Customer Answer

  Date: 07/11/2025

  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 the item. Until the item is in hand, I will not close this case. 10% refund is laughable for a $189 purchase it will take over a month and a half to recieve. Once the item is received or full refund granted, I will not close the case.

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 07/16/2025

  Hi ****,

  We understand you would like to receive the glasses before closing the complaint.

  We are still waiting for the availability of the frame from the manufacturer, it is currently on a back order. It is estimated to be back in stock on July 25th. Your lenses are ready and we'll make sure to get them installed asap as soon as we get the frame.

  An email will be sent to you with the tracking information once the glasses had been shipped out.

   

  Regards,

  ****

  Cool Frames LLC

• Initial Complaint

  Date:06/30/2025

  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.

  Ordered glasses. Order number: ******* Order Date: Jun 18, 2025. Stated delivery: July 27. Have repeatedly tried to get updates or a refund. "Ghosted" over 30 minutes on chat and phone. Repeatedly. Most recent chat 6/30 Chat documented below. They say they will investigate and then fail to respond. ME: targella hello order ******* was said to arrive by July 27 but still not arrived and no status update Cool Frames ******** ********* **** ** ***** ** ****** **** ****** **** ** * *** ******* ** **** **** **** *** ************ * **** ** ***** ***** *** * ** ***** **** ****** **** **** ** ******** * ** **** ****** * **** **** **** ** *** ***** **** * ***** * **** **** * ****** ***** ** *** *** *** ******* * ***** ******* **** ** **** ** ** *** ** ********** ** *** ** **** ****** *****?BBB **************** for rating Failure to respond to 6 complaint(s) filed against business 40 complaint(s) filed against business View all reasons for rating How are BBB ratings calculated?i see why will i be number 7?or 41 i have to go if you cannot respond, i will just go ahead and file with BBB sorry but i am left with no choice - correct?

  Business Response

  Date: 07/01/2025

  Hi ****,

  I am sorry to hear about your concerns regarding the order.

  Upon checking your account, you placed this order on June 18th as prescription eyeglasses and you have a quite strong prescription. Please be advised that prescription orders take 7-10 business days to be processed. Order processing time are also posted on the website. I do apologize if the system has miscalculated the ship out date. Since you have quite a strong prescription, we have to maximize the processing time to ensure you will be provided with the correct glasses.

  I would also like to advise that the order was shipped out today, via **** and I believe we are still within the allotted time frame. I will be emailing you the tracking information. You may use the reference to check the delivery status through the **** website.

   

  Regards,

  ****

  Cool Frames LLC

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although it (still) fails to address the communication issues, the company finally managed to communicate with me, AFTER I filed the BBB complaint. Now resolved.

  Thank you BBB !

   

  
  **** ***** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/18/2025

  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 ordered prescription glasses on February 21, 2025. The particular frames were on backorder, which was fine. I received the glasses on April 25, 2025. (I previously ordered a pair from this company, returned them because I didn't like them, and exchanged them for this current order.) When I received the glasses, I wore them for 2 days. While wearing the glasses, I kept trying to clean off what looked like smudges. Since then, I have worn them on and off to see if anything improves. I have previously had 2 different pairs of progressive lens glasses, so I know how they work and there is an adjustment period. I LOVE these glasses, well the frames, anyway. I have chatted twice with a representative and called once. I was told all 3 times that an optician will get back with me. This company will not allow you to return the glasses for a refund because the lenses are custom made. I am not looking for a refund, but the lenses have an area where they look permanently smudged. There's a distinct "fuzzy" area. Glasses cost a lot and I'm not sure what a person is supposed to do if they cannot be returned, and no one will get back to you when you call.

  Business Response

  Date: 05/21/2025

  Hi *******,
  
  Firstly, I sincerely apologize that your concern was not attended to properly.
  
  I am sorry to hear about the issues with your glasses. I have raised your concern with the management team and we are happy to inspect your lenses in the lab. Once confirmed defective, we will replace them at no cost. We will be sending you a pre-paid label to send the glasses back to us. You will receive this via email.
  
  I will also reach out to you via email to provide further instructions before returning the glasses back.
  
  
  Regards,
  ****
  Cool Frames LLC

  Customer Answer

  Date: 05/21/2025

  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.

  Please note: The area that looks smudged is the bifocal area and cannot be seen holding the glasses up to the light. When I put them on, there is a distinct line and foggy area in the bifocal part of the lenses.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  

  
  

• 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,

  **** ****