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: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.

  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: 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.
  

  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.

  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,
  
  ***********************************
  
  
  
  
   
  

  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.
  

• 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.

  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: 01/23/2024

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

  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.

  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: 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

  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.

  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,
  
  ***************************
  
  
  
   
  
  

  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 - ****************** 

• 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.

  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

  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: 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,
  
  ***************************