I gave a good response at first but now I am giving it a 1 star because cool frames didn't give me a correct tracking number it has too many characters and I can't even track my order. It is the week... See more
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I ordered glasses from this company and had a couple different issues. Weya, was able to solve all of issues quickly. Weya made a somewhat difficult situation go very smoothly and efficiently. I will... See more
Company replied
Verified
This company goes ABOVE & BEYOND!!! I made a mistake when ordering my frames and they reached out to me immediately to correct it although, I blame myself for the mistake. That showed me such A+ custo... See more
Company replied
Weya had the best customer service. She helped me complete my order when I had trouble. Best customer service experience I have had in a while.
Company details
- #38 of 40 best companies in Glasses Store
- #277 of 729 best companies in Clothing Store
- #37 of 40 best companies in Sunglasses Store
Written by the company
CoolFrames has proudly been independently owned, and family operated since 1997! As an authorized retailer of all of the brands we carry, all eyeglasses, sunglasses, lenses, and goggles come with a standard 1 year manufacturers warranty, and are guaranteed 100% authentic. Your order can be shipped worldwide, directly from our New York boutique.
100% Satisfaction Guaranteed
If you're not happy, neither are we!
Your item may be exchanged, or returned with no hassles.
Contact info
2907 Ocean Avenue, 11235, Brooklyn
- 1-888-293-4755
- sales@coolframes.com
- www.coolframes.com
3.9
Great
5K reviews
Replied to 68% of negative reviews
Typically replies within 1 month
Weya had the best customer service
Weya had the best customer service. She helped me complete my order when I had trouble. Best customer service experience I have had in a while.
Date of experience: July 07, 2025
Scammers, will send you incorrect product and you have to pay shipping fees
This was my second time ordering from this company and I will never order from them again. I ordered frames (exact same frames I ordered from them a few months ago, my kid broke them again). I ordered a Navy/Red with Gunmetal colored frame. Immediately they sent me an email saying it was on back order until July 8, which I was totally fine with and agreed to wait. To my surprise I received the frames on July 4th, only to discover they were Navy/Red with bright gold metal- they were not even close Color metal to the previous frames I purchased.
I immediately emailed the company, they asked for photos- I provided photos of the new frames, my old frames plus the frames on their website which did not match the frames I received. They told me that since that was what the manufacturer provided them then basically there’s nothing they can do about it- I could just send them back the frames and pay for shipping out of pocket plus only get a refund of the product and not the initial shipping fee I paid! I was so disappointed! So basically I’m out of pocket 2 shipping fees because of their mistake- and they DO NOT CARE. I will never ever order from them again and I’ll make everyone knows not to trust them!
Date of experience: July 04, 2025
Reply from Cool Frames
Hi,
I am sorry to hear about the issues with your order.
I have reviewed the photos you sent via email and I do agree the metal part looks different from your own pair. I did spoke to the manufacturer and raised your concern and they think it could be a production error. They are currently investigating further and I will be in touch to provide you an update. We will definitely try our best to get you the right color.
I would be happy to request a return label for you as well, we just need to determine the best course of action first before we provide instructions for you to return them.
I do apologize for the inconvenience.
Regards,
Anne
Cool Frames
Verified
Reply from Cool Frames
Hi,
Thanks a ton! We're thrilled you had a great experience—it means the world to us! 💙
Regards,
Anne
Cool Frames LLC
I gave a good rating at first
I gave a good response at first but now I am giving it a 1 star because cool frames didn't give me a correct tracking number it has too many characters and I can't even track my order. It is the weekend and I can't even get in touch with them. They promised that I would receive the glasses in 2 days - nothing so far, I am disappointed and disillusioned since I can't even find my order number o their site. What a mess.
Date of experience: June 25, 2025
Reply from Cool Frames
Hi Bonita,
I am sorry to hear that you are having difficulties tracking the order.
Upon checking, you have been given the correct tracking number and the order had been delivered last Saturday. The reference should work on the USPS website.
As for the order processing, frame-only orders has a processing time of 1-4 business days and we believe this timeframe had been met since the order was placed on June 23rd and you have received them on the 28th.
We apologize for the inconvenience tracking the order.
Regards,
Anne
Cool Frames LLC
Incredible service focus on customer…
Incredible service focus on customer need, they even call me to my country of residence in the another hand quality of the products I get fabulous.
Thanks Gen!!!!.
Date of experience: June 13, 2025
Reply from Cool Frames
Hi Sergio,
We’re so happy to hear that you have received a great service and that the quality of your purchase hit the mark! 🌟 We'll make sure Gen knows they made a fabulous impression.
Thank you for sharing your experience!
Regards,
Anne
Cool Frames LLC
Verified
Everything was flawless
Everything was flawless! From selection, ordering to receiving my glasses.
Date of experience: June 27, 2025
Reply from Cool Frames
Hi,
Thank you so much for the kind words! We're thrilled everything went smoothly from start to finish—enjoy your new glasses! 👓✨
We look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
Reply from Cool Frames
Hi Christine,
We are pleased that you are happy with the quality and the pricing of the glasses. We really appreciate you taking time to leave us a nice review.
We look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
My only problem
My only problem , I wasn’t sure if I could order sunglasses without making choices on lens. Did a live chat and was told”just order the glasses” wondered if I was going to get frames only! Got sunglasses! Yea!
Date of experience: June 26, 2025
Reply from Cool Frames
Hi Kathy,
We're glad to know you were able to get the sunglasses you need! Thank you so much for leaving us a nice review.
We're here if you need any help and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
I had been searching for these glasses…
I had been searching for these glasses frames and you had them, yeah!! It didn’t take very long at all to receive them.
Date of experience: June 24, 2025
Reply from Cool Frames
Hi Lou Ann,
We're so glad you finally found the frames you’d been searching for—with us! We're thrilled we could get them to you quickly and just the way you wanted. Thanks a ton for sharing your experience—it means the world to us! 🕶️💙
Regards,
Anne
Cool Frames LLC
Verified
Great customer service & product
Great customer service; glasses arrived in perfect condition and exactly as ordered!
Date of experience: June 24, 2025
Reply from Cool Frames
Hi,
Thank you so much for the wonderful feedback! We're thrilled to hear that your glasses arrived just as expected and that our customer service made a great impression.
Looking forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Amazing Customer Service from Weya
I ordered glasses from this company and had a couple different issues. Weya, was able to solve all of issues quickly. Weya made a somewhat difficult situation go very smoothly and efficiently. I will continue to use Coolframes in the future and recommend them in large part due to the customer service I received from Weya.
Date of experience: June 24, 2025
Reply from Cool Frames
Hi Lucas,
Thank you so much for your thoughtful review!
We're sorry to hear there were some bumps along the way, but we're thrilled that Weya was able to turn things around with care and efficiency. Your kind words mean a lot, and we'll be sure to share them with her—she’ll be over the moon! We truly appreciate your support and look forward to serving you again. 👓💙
Regards,
Anne
Cool Frames LLC
Verified
Great costumer service
Great costumer service, I never felt rushed or pressured. As a matter of fact I wanted to stay and hang out. I had a great time trying on all sort of frames, even some silly ones for pics. Love those guys
Date of experience: June 23, 2025
Reply from Cool Frames
Hi Lenny!
Thank you so much for this joyful review! We’re thrilled that you felt so comfortable and had fun during your visit—that’s exactly the kind of vibe we love to create.
We look forward to seeing you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
Luis was knowledgeable and went out of…
Luis was knowledgeable and went out of his way to order the Kate Spade frame that I wanted. Great customer
service!
Date of experience: June 09, 2025
Reply from Cool Frames
Hi,
We’re so glad to hear that Luis went the extra mile to get you exactly what you were looking for. We’re lucky to have him on our team. We’re sure your new Kate Spade glasses will look amazing on you!
Looking forward to helping you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
Mark is the BEST
Mark is the BEST! His ability to guide me over the phone, email and best options for my new frames was so cool! (Go CoolFrames!) Mark is detailed, professional and super client concerned! He knew just how to suggestive sell without being pushy! Mark knows what products are offered and nice sale prices!
Thanks so much Mark!
Date of experience: June 19, 2025
Reply from Cool Frames
Hi,
Thank you for this amazing review! We’re absolutely thrilled to hear that Mark made your experience so smooth and enjoyable.
We’ll definitely pass along your kind words—he’ll be so happy to know he made a difference! Thanks for being part of the Cool Frames family!
Regards,
Anne
Cool Frames LLC
Patience is always the key with customers
I had a very great Representative helping me he was awesome with every question I had asked and he was very patient thank you so much Louise for helping me set my order.. I would give you 10 stars for your awesomeness
Date of experience: June 16, 2025
Reply from Cool Frames
Hi,
Thank you for the wonderful review! We’re so happy to hear that Louise gave you the exceptional service you deserve. We’ll make sure to pass along your shoutout.
Thanks again for choosing us, and we look forward to serving you again in the future!
Regards,
Anne
Cool Frames LLC
Verified
I was apprehensive about ordering my…
I was apprehensive about ordering my glasses online but based on the quote received at a physical location I decided to take the risk. I was able to upload my prescription and Anne expertly guided me through the process. I cannot wait to get my brand name glasses at less than half the cost. To all my Caribbean folks who are tired of overpriced eyewear, I highly recommend this company. You can use your prescription from back home to place your order. (You are welcome my island people!!!). UPDATE - I received my glasses a few days ago. Its PERFECT. Its what I ordered in terms of the brand, model, color, prescription and price! Am ready for summer with my new look. Thanks again customer service representative Anne. I appreciate you!
Date of experience: June 13, 2025
Reply from Cool Frames
Hi,
Thank you so much for this heartfelt review! We’re thrilled to help you feel confident about ordering online. It’s amazing to hear that you’re getting the stylish glasses you love—without breaking the bank.
We’re grateful for your support and for spreading the word. Thanks again for trusting us!
Regards,
Cool Frames LLC
Verified
Very friendly
Very friendly, knowledgeable! Really went out of his way to helping me, and I received a discount that I was not expecting! Thank you !
Date of experience: June 12, 2025
Reply from Cool Frames
Hi Samuel,
Thank you for your kind words! I'm thrilled to hear you had a great experience. It was our pleasure to help, and we're so glad the discount was a nice surprise! 😊
We look forward to doing more business with you in the future!
Regards,
Anne
Cool Frames LLC
Louise was fabulous
Louise was fabulous, very polite and had a sense of caring for the customers. He's excellent representation for Cool Frames made me feel so assured of my request. Please let Louise know how much he is appreciated, and I will be passing on the wonderful customer service that your company provides!
Date of experience: June 13, 2025
Reply from Cool Frames
Hi Sharon!
Thank you so much for your thoughtful review! We’re thrilled to hear that Louise made such a positive impact on your experience. We’ll be sure to share your kind words with him—it will mean a lot! Your support and recommendation truly mean the world to us.
Looking forward to serving you again! 😊
Regards,
Anne
Cool Frames LLC
Verified
WOW, I had no idea it would be this quick.
I had all the numbers I needed related to my prescription. It literally took about 10 minutes and the deal was done. Friendly guy (Ivan) on the other end explaining everything, and done. Wonderful experience and will do this again. Thank you so much
Date of experience: June 11, 2025
Reply from Cool Frames
Hi,
We're so happy to hear that your experience was quick, easy, and enjoyable. Thank you so much for taking your time to write us a review.
Your support means everything, and we can't wait to assist you again!
Regards,
Anne
Cool Frames LLC
Verified
Cool Frames 5 stars all the way!!
This company goes ABOVE & BEYOND!!! I made a mistake when ordering my frames and they reached out to me immediately to correct it although, I blame myself for the mistake. That showed me such A+ customer service. They will continue to be my first choice when I need eye wear. Their selection is great and they give the best discount. Overall, 5 star experience!!
Date of experience: June 09, 2025
Reply from Cool Frames
Hi,
Wow—your review truly made our day! 🌟 We’re absolutely thrilled to hear abut your experience. Providing A+ customer service is something we take great pride in, and knowing we’ve earned your trust as your first choice for eyewear means the world to us.
We're so glad you love our selection and discounts, and we can’t wait to help you find your next perfect pair. Thank you for taking the time to share your experience.
Regards,
Anne
Cool Frames LLC
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