CoolFrames Eyewear Boutique
Reviews and Complaints

Let me say I have been in business myself for over 40 years so I know what can go wrong and I know almost all the excuses, and I have been Played.
I purchased a pair of glasses 3 months ago now for over £500.00 and still have not received anything, not even an apology . I will not list all of the complaints of which they are many but suffice say I found them unethical, dishonest, and to order anything from them would be a mistake. Take it from an ethical businessman and do not have anything to do with this company.

Fortunately Papal have now refunded me -

Resolution of Your Case: #PP-[protected]
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Dear *****
We have concluded our investigation into your case and have decided in your favor.

We were able to recover £501.00 GBP, and this amount has been credited to you. Please allow 5 working days for this adjustment to be posted.

If you are due any additional funds, we will make our best effort to recover the balance from the seller.

If the seller's account has insufficient funds to complete the refund owed to you, please be assured that we will take appropriate action against the seller's account, which may include limitation of the seller's account privileges.

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Transaction Details
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Seller's Name: coolframes.com
Seller's Email: [protected]@coolframes.com
Seller's Transaction ID: 0JF86801G1129060P

Transaction Date: 10 Jul 2017
Transaction Amount: -£501.00 GBP
Your Transaction ID: 753041050N9168354
Case Number: PP-[protected]

Buyer's Transaction ID: 753041050N9168354

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What to Do Next
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No further action is required by you at this time.

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Other Details
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To make sure future transactions proceed smoothly, we suggest you visit the Papal site and click Security located at the top of any page. There you will find tips on how to avoid fraudulent sellers in the "Fraud Prevention Tips for Buyers" section.

To learn more about Papal Buyer Protection, go to the Papal website and click Security located at the bottom of any page.

Yours sincerely,
Papal Protection Services Department
Yours sincerely,
Papal

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Help:
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Terrible. Frames came bent - arms were stretched outwards as though someone had already worn them. Their return policy will only credit you for the frames, not the lenses, plus there is 20% restocking fee, other charges, postage, etc. They told me to take them to an optical shop to have them fixed - and why am I supposed to be inconvenienced when you sent me a bad frame? Check out Yelp - others have had exactly the same experience. Stick with Zenni - best prices, they are amazing. GlassesUSA has a great return policy.

Contact date: 7/11/2015 - Transaction: Nov, 2013
Description: They don't want to honor their extended (2nd year) warranty. I thought this would be a reputable dealer that would work with customers - THEY ARE NOT, they expect an extended warranty (which normally deals with parts) to be the same as Manufacturer warranty (exchange the whole frame) with the customer having to return the broken one (which in my case is my only pair of glasses) for repair (as if it was going to be sent back to the manufacturer). Normally, dealers carry parts (e.g. nose bridge) which they can work with the customer to exchange for the broken one. THESE PEOPLE DO NOT WORK WITH THE CUSTOMER, so the $30 you spend on the 2nd year of warranty is MONEY DOWN THE DRAIN (or into their pockets).
Desirable resolution: Send me a replacement nose-bridge and let me return the broken one or refund my extended warranty payment ($29.95)

I ordered a pair of prescription glasses for 650 USD. I never received anything. I asked for a refund and never had it. It's been now 2 months I have been trying to solve this situation without success. Clearly the worst online shopping experience I ever had and total waste of money. Avoid this business like plague.

"After 2 months of waiting (P/O made on July 19, 2012 and today is September 21, 2012), there's still no further progress from this website. In the early period, there was responses as well (but no any commitment on shipping date). However, at this week, there's no response at all.

Now, I believe this website is fraudulent."

Wow, took over 3 weeks to receive a pair of Ray Ban sunglasses. Said they had to come from Italy. Yes, I understand the sunglasses are made in Italy, but when I order something from Banana Republic I’m not waiting for the product to get here from Turkey. Yes they have lower prices than most, I saved 7 dollars. But had to wait over 3 weeks for my glasses. Next time I'll splurge the 7 dollars and get my sunnies in under a week.