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: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

• Initial Complaint

  Date:08/09/2023

  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.

  My daughters glasses took almost two months to arrive. I ordered them on 5-26-23, I did not receive them until 7-19-23. They kept delaying and delaying when they could send them. Then after receiving them and getting her current prescription lenses in the frames the optical store associate told me the frame arm is bent and he cant fix it. I emailed cool frames and was told Please advise you may take the frame to a local optical to be adjusted or if you feel comfortable you may send the frame back to our location and we can adjust it for you. The optical technician told me he could not bend the frame back to correct without breaking it because it was bent at the hinge. I told them this and they offered me no solution of what to do so my daughter can continue to wear her glasses with her new correct prescription. They want me to go back to the store to take out her lenses so that way I can send back the frames??! I already waited months for these frames to arrive in the mail now who knows how long it will take to send these back and get another pair of frames. She wont have any glasses to wear and she needs to wear her glasses with the correct prescription due to her esotropia. If she doesnt wear her glasses, her esotropia will get worse and she will get headaches everyday. i was sent me a faulty frame that I waited almost 2 months to arrive in the mail. These are the ones that fit her small face the best and thats why I waited. And now they want me to go go back to the store to get her lenses taken out, mail these back, wait on a new pair from them, then go to the store again to get her lenses put back in the new pair??!! She will go weeks to months without glasses with how long it took to get these sent to me. Just to get the correct frame that isnt faulty! It is not my fault that I was sent a faulty frame and now my daughter will have to suffer! They have offered no realistic solution and nothing with my daughters health into consideration.

  Business Response

  Date: 08/23/2023

  We agree 100% we would love to replace the frame but the style and color is very popular and is on a back order. We provided a label to return the original frame so we can make the exchange other colors are available right away if that would work. 

  Sadly we are beholden to the manufacturers and sometimes they do not have the item in stock and we have no way of knowing until the purchase is made.

   

  **********

   

• Initial Complaint

  Date:08/04/2023

  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 June 30th. A week or so later I received an email saying that the color I selected was not available for immediate shipment and that for 10 percent off I can get a different color or I could choose to wait which, oddly, they do not give you a discount for waiting. I chose to wait because they said the item would be available to ship on july 20th. Around July 19th I recieved an an email asking if i recieved 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. July 27 i got a surprise email saying they shipped. I was so excited. Today I got them. The frame is so badly bent to the point where I cannot wear them without one side pointing up and the other side pointing down. I go to their website and for defective items it offers an exchange which i do not want because i dont trust that i will get a pair that is not defective. The other option is to return but have to pay your own shipping and be subject to a %20 restocking fee. I just want my money back. I dont feel i should have to pay for shipping or a restocking fee seeing as this isnt because i changed my mind this return is because they sent me bent sunglasses. If getting my money back is this difficult I feel they need to offer a much bigger discount for selling me defective frames. I cant wear these without looking ridiculous. i also dont understand why they continue to advertise these sunglasses on their website as available when they are clearly not. i ordered June 30 and recieved them August 2nd. My order number is *******.

  Business Response

  Date: 08/22/2023

  I believe I replied with a possible solution. I would be willing leave the restocking fee as a store credit so there would be no money lost.

   

  **********
  

• Initial Complaint

  Date:07/31/2023

  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 purchased glass frames from Cool Frames and received a different color of frames than that from the picture they advertised. I have been trying to return the frames for the last two months in order to obtain a refund and Cool Frames has been delaying the process asking for superfluous information in order to run the clock.

  Customer Answer

  Date: 08/28/2023

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

  Business Response

  Date: 12/20/2023

  this was shipped and delivered via ups ****************** - the customer wanted to exchange the frame but never sent them back

  Business Response

  Date: 02/13/2024

  I am not sure who said we would take a frame back after almost a year. The purchase was made almost a year ago. The item you purchased is PH 2083 color 5007 and that is what you were sent. I agree it is not the same color as the on you sent to us in the picture, but it is in fact the one you ordered from us. color **************************************************************** dispute, we filled the order for the new frame based on what you purchased. 

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

  this is a link to your invoice indicating the color ********************************************************* the emails you sent us.

  At this point you have a frame warranty until the end of April and we can certainly allow you to warranty the item if there is a manufacturers defect.

   

  **********

   

  Customer Answer

  Date: 02/14/2024

  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]

  I attempted to start the return process back on May 18, 2022please, refer to my previous emails. Time has lapsed because you refused to address the issue when I first contacted you and kept on asking for unnecessary information. I also stated that I was "concerned by what appear to be somewhat dishonest business practices on your end, such as selling a different product than that advertised and wasting time asking superfluous questions in order to run the clock until the time for refunds or exchanges lapses." I observe that this is exactly how you have conducted our proceeding within this exchange with the BBB: I have been asking for a return authorization since it started and I only received delayed and evasive responses. Could you please send me a return authorization so I can return the frames? 

  Sincerely.

  ****** 

   

   

   

   

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

  
  
  
  
  
   
  

• Initial Complaint

  Date:04/24/2023

  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 new Oakley Wingman eyeglasses frames from their website and the sent used, mildly damaged frames. I want to return the frames with a prepaid label from them, get a refund, and with warn future buyers. See photos of the frames they sent and sold as NEW.

  Business Response

  Date: 05/16/2023

  We purchase every Oakley from Luxottica just like in this case, we received the frame back as the customer said it was defective. We asked Luxottica to replace it with another frame and we are awaiting to send the frame back to ****. He started a charge back and now we will deal with the credit card company as we are unable to deal with **** at this point since a charge back was opened.

  We would be happy to overnight the frame if the charge back is closed.

   

  **********

• Initial Complaint

  Date:03/16/2023

  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.

  Purchased a pair of prescription glasses from cool frames they stated they were authentic ***** ******* frames but they are not. they are fake. They sent ** the first pair and it was missing elements of the frame. The frame is not even made the same on the second pair they sent. The nose bridge of the glasses are Sharp unformed and uncomfortable. I have purchased a real pair of these before and they are much higher quality than the cheap ******* plastic they are substituting this product for. The company stated they would refund me if I paid for shipping a THIRD time and deduct a 25% restocking fee and they will not refund the cost of the lenses which would be fine if it was not the company at fault for selling FAKE & UNFINISHED products. I do not recommend the company and will not be dealing with them ever again.

  Customer Answer

  Date: 04/13/2023

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

  Business Response

  Date: 06/21/2023

  Dear ******,
  
  
  We apologize for any inconvenience you have experienced with your purchase with Cool Frames Eyewear. We strive to provide high-quality products and above and beyond customer service, we are sorry we have not met your expectations.
  
  
  It is our understanding that you received a pair of frames with missing elements that we replaced on March 9th. We are sorry the second pair did not meet your satisfaction due to the discomfort of the nose pads.
  
  
  In response to your issue, we informed you the lenses are non-refundable, as per our company policy. However, we see that you opened a chargeback, and PayPal has given you a full refund.
  
  
  Your feedback is valuable and we will use it to improve our products and services moving forward. While we understand that you do not wish to do business with us again, we hope you will consider giving us another chance in the future. 
  
  
  Thank you for bringing this to our attention and all the best.
  
  
  Sincerely,

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

  Customer Service Representative

  Cool Frames Eyewear

• Initial Complaint

  Date:03/07/2023

  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.

  Order #: ******* for Item 1) DITA LXN-EVO Sunglasses (Color: BLUE SWIRL - YELLOW GOLD, Size: 54-19-145) was shipped on 1/13/2023 (Tracking Number: ****************** via ***** On the day of delivery, I was at my residence awaiting delivery. When the item was delivered, I noticed the package was given to me tampered. I immediately contacted *** and Coolframes and attempted to set up a claim. Coolframes stated via customer service that I would have to go through the claim process and then be given a replacement. I contacted my bank to initiate a chargeback under the conditions of a tampered/stolen package as my package had the glasses missing from them. It has been two months (over 60 days) and Coolframes told my bank they would not do a refund therefore, my bank denied the chargeback request and I am still awaiting at the least a replacement from Coolframes. This is not ethical of a business to string a customer this long with no resolution. I just want my money back at the least.

  Customer Answer

  Date: 04/01/2023

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

  Business Response

  Date: 06/15/2023

  Dear *****,
  
  Thank you for reaching out to us regarding your order #*******. We apologize for the inconvenience you have experienced, and we understand how frustrating this situation has been.

  
  After reviewing your case, it shows that there were two chargebacks initiated on this order, which we won both times. Our records also show that a claim was filed with *********** (Claim No. ************** on January 17, 2023.

  
  Our last conversation on March 10, 2023, we informed you that until the chargeback is closed, we cannot issue any refunds or replacements. We have not received any confirmation from the carrier regarding the status of the claim.

  
  At this point, contacting *** directly to follow up on the claim progress is best. Once we receive an update from them, we will be able to move forward and resolve this issue for you.
  
  
  We appreciate your patience and understanding during this process. Should you have any further questions or concerns, please do not hesitate to reach out to us.

  
  Best regards,

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

  Customer Service

  Cool *********************************************

• Initial Complaint

  Date:02/16/2023

  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.

  I have been trying to get a refund from this company for glasses I never received since November and then found out that the shipping claim was closed because they never responded to the insurance company in regards to the claim Im tired of getting the run around in regards to this matter