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Business Profile

Eyeglass Suppliers

CoolFrames.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyeglass Suppliers.

Complaints

Customer Complaints Summary

  • 42 total complaints in the last 3 years.
  • 18 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2023

    Type:Delivery 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.
    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:
    Unanswered
    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

  • 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..

     

    ***

CoolFrames.com is NOT a BBB Accredited Business.

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