We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Eyeglass Suppliers

CoolFrames.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

Complaints

Customer Complaints Summary

  • 43 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/30/2022

    Type:Billing Issues
    Status:
    Answered
    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 had a transaction for $858.75 appear on my checking account from this merchant, who I have never made a purchase from. I contacted them to dispute it, and provided them a screenshot image of my bank statement (attached) showing the transaction took place on 12/26/22 and had their business information listed as the merchant. They told me they did not have a record of the transaction and would have to look into it some more and get back to me. I was not offered any resolution or acknowledgement of my disputed charge from the business.

    Customer Answer

    Date: 01/24/2023

    Better Business Bureau:

    At this time, I have not been contacted by CoolFrames.com regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 02/04/2023

    I have checked our system and there is no order in our system with the name of ***** *****, we checked by name and email address that was provided to us when we were emailed last month. I am sorry I do not know what to advise here. I would recommend contacting the bank and having them see what happened..

     

    ***

  • Initial Complaint

    Date:10/07/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Had purchased a few items in august, items did not work out so they were returned that same month. It is now October and they have not received my return package. I tracked the package in September through **** and it had been received. I called today and they have no record of the receiving my package. I am not alone, when reading reviews on ****** they is a COMMON occurrence with this company. Unfortunately I did not see these until late September, and not before deciding to purchase through them.

    Business Response

    Date: 10/10/2022

    what is the tracking number for the return of the purchase you made with us?

     

    ***

  • Initial Complaint

    Date:09/12/2022

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Paid $557 for glasses on July 16th, 2022 and still not received, 2 months waiting! Called company multiple times and told they were on back order to be shipped last week. No update and no glasses received! Went to their website to check order status again and says they are available and tried to get me to pay for them again! Calling my bank and PayPal in the am to report as fraud. So mad as really wanted this pair and likely will be discontinued style by the time get my money back and will try to order from another vendor.

    Business Response

    Date: 09/20/2022

    we are truly sorry for the delay, sine the end of January 2021 it has been difficult to receive merchandise on time as we have become accustomed to. we have agreed to refund the order until the frame comes as we will not cancel the order and wait for the frame to come in. We will then call and ask if the frame is still wanted at which point we will charge the order again and ship the item overnight.

     

    **********

    Ex* ***

    Customer Answer

    Date: 09/22/2022

    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,

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



     

CoolFrames.com is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.