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:02/21/2025

  Type:Product 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.

  I purchased glasses on 01/03/2025 and when I received them, the prescription was different than what was ordered. I paid $16.02 to ship them back and received a $212 credit. They said because restocking and lenses are non refundable. This was not MY error yet I have lost $75.32 because of THEIR error! The lenses included are not the lenses ordered!

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/11/2025

  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.

  I ordered a pair of prescription eyelashes. I called to get them returned told them my lenses were not working for me they told me that I need to go back to my optician and get a new prescription but my prescription is up to date and I have a pair of glasses with the same prescription that broke that work just fine now they will not answer the phone and they do not email me back and they just got $188 outta me for lenses that don't even work for me. I feel very dizzy when I put them on and they pushed the blame onto other people. They lied and said they were going to give me a call back and now I can't even get through to a customer service representative.

  Business Response

  Date: 02/18/2025

  you can send them back 

   

  just log into your account and create a return

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  Ordered glasses and paid rush delivery.. took a month.. Got them 2 weeks ago and the lenses are falling out.. 2 weeks old!! I tried emailing and calling.. after 3 days got them on the phone to be told they can be fixed for a fee!! they are NEW there should be no fee for their terrible products!~

• Initial Complaint

  Date:11/25/2024

  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.

  My glasses were under warranty, and I was told to ship them *********** would replace the lenses. Explained that I would once replacement lenses had arrived. I was emailed & told they had arrived.I shipped them express to Coolframes & also was sent an email with a link to prepay express shipment to send me the glasses back. My frames arrived at Coolframes and was given the run around by several customer reps. **** put me on hold & never get back on the phone. I asked to speak to the Manager, owner. **** were going to have them call me. I never received a call back When I called Thursday 11/21 in the morning I was told that the lab stated the lenses were not acceptable and needed to be made again **** had the lenses and I was told they were ready to go. I have no glasses for reading or distance, and also leaving on a trip. I called again @ 5:45pm and I have been on hold for 20 min ".The manager is very busy" I want a full refund plus the shipping I paid as well as the glasses I sent them

  Customer Answer

  Date: 12/20/2024

  At this time, I have been contacted directly by CoolFrames.com regarding complaint ID ********, however my complaint has NOT been resolved because:
  They sent my glasses back, however the lenses kept falling out of the frame. I went to a local optical and they inspected the glasses. They didnt file the lenses to fit the frames. I asked them for a full refund and replace them with another optical. They want me to send them back again, and I cant until I replace them. 

   

   

   

   

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

  Sincerely,

  **** ****

  Customer Answer

  Date: 01/13/2025

  At this time, I have been contacted directly by CoolFrames.com regarding complaint ID ********, however my complaint has NOT been resolved because:
  
  I have given CoolFrames several opportunities to replace the glasses. I initially sent them and paid for overnight shipping. They received them and kept them for several days. I received the glasses and the lenses kept falling out. I had them looked at 2 local opticians and both confirmed that they never grinded the lenses to the frame. I sent them pics as well. The lenses fall out, but I dont have another pair of glasses I can use, and they refuse to send me a new pair or refund me to purchase glasses in person. 

   

   

   

   

   

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

  Sincerely,

  **** ****

• Initial Complaint

  Date:11/25/2024

  Type:Delivery 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.

  5 days ago I purchased a pair of glasses that were labeled in stock. The website labeled the item as in-stock and the website listed items in-stock as shipping out between 1-4 days and delivered between 5-7 days. Today, I had not received any tracking information and contacted the company. They said they did not have the product in stock. They were unable to provide a shipping date, they would not cancel the order without an additional charge, and the chat was terminated.I would like the order canceled and a full refund, as they did not have the item in stock and cannot meet their projected shipping deadline.

  Customer Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair 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.

  I purchased a pair of bi-focals and the lenses broke. I sent them back for repair, they cracked where the lenses attach to the frames again within a month. I called and emailed about the defect and they use stall tactics to prolong and discourage warranty claims. After several weeks/months (did this twice) of their stalling they refused to fix them. After writing an online review, they finally agreed to replace the lenses so I shipped them at my expense a second time and they will not send them back. They have had my glasses for over 6 weeks and they "keep reaching out to the lab and are waiting for a response". I have been unable to drive, read, leave my home and have been suffering migraines. I have called and emailed and I can not get an answer on my glasses. I will be traveling out of the country in a couple of weeks and I don't have glasses. My trip was booked a year ago. I need help. This company is ******.

  Business Response

  Date: 10/08/2024

  we have remade the lenses 3 times at our cost. We make hundreds of eyeglasses daily. I am unsure as to the reason lenses *** *******'s lenses crack. We have replaced the lenses 3 times and this is an order over 1 year old. The last time the lenses were redone were shipped in early September and delivered to *** ******* on the 9th of September.
  

  Customer Answer

  Date: 10/09/2024

  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,
  
  **** *******    
  

• Initial Complaint

  Date:06/05/2024

  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.

  ***** *** *** ********** ********* ** ******* **** ************ ****** *** *************** ** ** ********** ** ***** *** *** ****** **** *** ************* ** *** ****** **** **** *** **** ********** ****** ***** ** *** *** *** ***** **** *** ****** **** *** ******** ** *** ******** **** *** ******* ***** *** **** **** ********** *************** *** ***** ******* *** *** **** on Tue, 04 Jun 2024 09:29:55 ***** ************"<********************> wrote ----This is to return the ******************************* I received. The glasses dont fit properly and are too heavy to wear. They dont have the proper vertex for the way they sit. There is a bulging look too far from eyes to enable the prescription to be adequate. Please approve refund and free return. Thank you kindly.Transaction ID ************* *********************** ****************************************** Sent using the mobile mail app The amount spent was $400; the frames were $200. I have glaucoma and need a vertex of 13/14 on optical. The business will not refund any of the purchase. They will exchange frames but require me to spend several hundred on new lenses. This company will not work with me; Im on limited income, 71 years retired from working overseas for 28 years in danger pay for the Army and ***************** I cannot afford to get glasses this year now. I asked for even a refund on the frames and the company will not. I received them yesterday, June 3, 2024.I do not recommend this firm and feel like they are very poor optical providers.

  Business Response

  Date: 06/05/2024

  The order was filled as purchased, we provided everything as in the order based on ****************** manual checkout. She did not call to ask us for advice on what type of frame is best for her very high prescription, if she would have she would be told that a thin metal frame on the larger size is not the way to go with such a high prescription. We had to custom order both frame and lenses and although the lenses are exchangeable they are not returnable. The frame can be exchanged and we suggest a much smaller size to eliminate the heaviness and thickness of the lenses.

  Just a full refund is not possible as all of this was custom made. We are happy to work with ***************** to exchange the eyeglasses and provide a thinner lighter finished product.
  

  Customer Answer

  Date: 06/06/2024

  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:

  [The frames are standard Dolce Gabana and should qualify for refund; not exchange. If the firm knew that my prescription would not work with that frame, as they have written, why did they fill the prescription, mail it to me and produce an unusable and very expensive mistake for me to take full responsibility? In addition, I am willing to forego a refund on the poorly made lenses and accept only a full refund for the frames in the amount of $200.
  if the firm accepts this resolution, I will close the complaint. Let me be clear, I will not do further business with this firm and therefore will not accept an exchange as resolution.  
  The firm is offering to redo lenses changing the add on for the bifocal from 2.75 to +2.50. This is not acceptable . This firm has a poor reputation and does not accept responsibility for their products or services with the customer satisfaction in mind. I was not satisfied with the product nor services and therefore a partial refund should be provided. I will not wear anything produced with shoddy quality as I have glaucoma and need my vision. I can do with no new glasses since the firm will not give a full refund.

  Note the pictures of the product so thick like bottles and missing the correct vertex or distance from cornea. The firm didnt reach out to me, the valued patient and customer, to inform me that the prescription would not work. They are the experts. To allege the burden was on me to call them is absurd. These are standard frames, not custom, and should be refunded. This is the minimum resolution I ask.  I cannot use these frames.

   

   

   

   

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 08/23/2024

  Thank you for reaching out to us on the BBB, As we said to *** ******* back in June we can certainly exchange the lenses for the new prescription provided, but we cannot refund the lenses as they are custom made. The Rx was entered manually and the patient only provided us a hard copy when we requested the Rx when the patient complained of difficulty seeing. The ** did not match what was manually entered, this happens from time to time. If you would still like to exchange the lenses for the updated Rx I would be more then happy to do so.

   

  *** *.

  Owner

  Customer Answer

  Date: 08/27/2024

  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:

  [These frames are not custom and were very expensive. I wish a refund on the frames and will accept the loss on the prescription lenses. This is reasonable expectation on the customer rights. The issue is the lenses were not correct with Vertex. My complaint is the lenses will not work with the frames. I wish a refund of the frames and will sacrifice the prescription lenses. Im on a fixed income, elderly and am profoundly disappointed with the customer service. Im helpless to recoup this large loss but seriously advise Anyone to avoid business with this firm. There is no recourse provided. Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **** *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/13/2024

  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 purchased glasses from coolframes on March 20th and received them a month later (red flag 1) even though they advertised two day shipping as shown below in my order status. Upon receiving the glasses I immediately noticed that they were not like progressive lenses that I have worn for the past ten years and after trying to wear for about two hours I had a headache so i sent them the following email ;I would like to return my glasses due to the poor quality of the lenses. I have worn progressive lenses for ten years and these are not what I am used to wearing. I cannot even walk comfortably while wearing them for fear of falling. I have tried to make them work by thinking that I needed time to adjust to them however they are still not working. Please advise. Sincerely Order Status: COMPLETED Placed Mar 20th Processing Shipped Order # ******* Mar 20, 2024 7:11 PM EDT Shipping Address:***************************** ********************************************************************************************************************************************* ************ Shipping Method:Two Day Payment Method:Credit/Debit Card Transaction ID:************** Track Your Order: **** **** **** Plastic Ladies Eyeglasses ******************* ********* Quantity: 1 Lenses: Coolframes premium Progressive High-Index 1.74 Lenses with Scratch, Polish and Crizal Opti Fog Prescription: OD: ***** +0.50 x 10 +2.00 OS: ***** +0.50 x 180 +2.00 PDR: 31.5 PDL: 31.5 Frame: $106.00 Lenses: $543.00 Subtotal: $649.00 SALE25 - *************** unlocked!-$135.75 Order Status: COMPLETED Shipping: $0.00 USD CHARGED AMOUNT: $513.25 US

  Business Response

  Date: 05/20/2024

  First let me say thank you so much for your order. I can tell you with 100% certainty the lenses we made you are progressive and If need be I can provide a receipt from our lab to attest to it. We have been making eyeglasses for over 25 year in store and online. Occasionally progressives do not fit perfectly and we are able to remake them at no charge to our customers for 60 days. We would be more then happy to do that in your case, we would even provide a return label and instructions on how to proceed with redo. Unfortunately due to the commoditization of lenses we are unable to offer a refund on them. Please reach out to me directly to my email to discuss a resolution. *********************************

• 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.

  I ordered eyeglasses frame 04/02/2024 for $96.75.On the site wasn't mention the store does not have this frame in store and store needs to order from manufacture.Many times i look if my order change status from process to send,but all the time I seen only status"process".I sent a messge to store about when I can expect to receive frame and receive answer frame will receive in next week.In Saturday I call to customer service and ask when I can expect frame and agent told me they don't have yet this frame and I have to wait when they receive and send to me,it will probably 10 days.I told I can't wait so long time,because I'm leaving and I ask to cancel my order.Agent told me ha cant do that untill Monday and not told me that They keep $20.So I will receive only $76.75! I think it's not right and it's look like a fraud.The agent had to tell me about that!! So I want my $20 back!!

  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.
  

  Customer Answer

  Date: 04/17/2024

  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 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: 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.

  I ordered frames from this company, it marked as delivered, however , as has been in the past stuff has marked delivered not here but shows up. This is NOT the case, this time 30 days NOTHING I followed their "rules " only to have them make me do what THEY are to do IE filing the loss at this point I'm not going to have the frames for my eye appointment, they have my money and I have NOTHING to show. I did a for a refund they FLAT OUT REFUSE,I just want a refund so I can get stuff locally. I would have been willing to shrug this off order my sunglasses through them but their attitude meh no thanks

  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.
  

  Customer Answer

  Date: 05/17/2024

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