• Report: #691476
Complaint Review:


  • Submitted: Sun, February 06, 2011
  • Updated: Wed, May 11, 2011

  • Reported By: emily — San Francisco California United States of America
Internet United States of America

Coolframes.com I paid them and never received anything Internet

*Consumer Suggestion: Refund

*Consumer Comment: Happy with Coolframes

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I bought a pair of frames and lenses from coolframes. Weeks passed and I received no notifications from coolframes, and did not receive my purchase. I started to feel like I had given them my money and they had disappeared. I emailed them, and they told me the size frames I ordered were out of stock, but that they could get me the size smaller if I switched. I explained that I was leaving the country in a few weeks and I needed glasses before then, so if they couldn't get them to me in time it was fine, but I would like a refund so I could get glasses elsewhere. They assured me that the glasses would be delivered before January 31, then disappeared off the face of the planet once again.

On January 29 I emailed them asking what day the glasses were expected to arrive. They didn't answer. On February 4 I emailed them telling them I wanted a refund. I filed a claim with google checkout to be mediated, and through google checkout I learned that my order had been cancelled because the frames were out of stock and I had been refunded. My bank account shows they still charged me for the frames, and I have not received a refund. 

I would not be this upset if they didn't lie to me. It's fine if the glasses were out of stock, things like that happen. But don't tell me you will have them delivered to me when you don't even have the product to give me. Now I have to go abroad with my old prescription that doesn't quite fit me anymore.

As I see it right now, coolframes has stolen $119 from me. My order was cancelled, which means that I won't be receiving anything, but they still charged me for it. Believe me, I will do everything I can to get my money back.

To people who are looking at shopping from coolframes.com, don't. I know they have really great deals, the frames I ordered were $250 elsewhere, but you will not get what you paid for. Every dollar you spend at coolframes is a dollar you throw away. Their complete lack of respect for your money makes their website a horrible place to spend it.

There is nothing coolframes can do to make this up to me. 

This report was posted on Ripoff Report on 02/06/2011 12:53 AM and is a permanent record located here: http://www.ripoffreport.com/reports/coolframescom/internet/coolframescom-i-paid-them-and-never-received-anything-internet-691476. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion


AUTHOR: Countrydodgebabe - (Canada)

Call the bank of the credit card you used to make the purchase and tell them you would like to file an investigation against coolframes.com They will ask you would happened and the dates which you clearly have. i had this problem with clearly contacts and TD cleared it up within 4 days.
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#2 Consumer Comment

Happy with Coolframes

AUTHOR: Kevin Smith - (United States of America)

I have concerns about the validity of the above report and other similar negative reports about online stores selling prescription eyeglasses.

The author of the above report claims that GoogleCheckout told her that the order had been canceled and her money had been refunded, but that her money hadn't been refunded. It's hard to believe that GoogleCheckout, which is a largely automated service owned and operated by Google, would tell her that her money has been refunded if it hadn't been refunded. Even if that were true, the problem was with GoogleCheckout, not Coolframes.

I myself recently ordered from Coolframes and I'm extremely happy with their service. About 3 weeks ago, I ordered prescription eyeglasses from Coolframes. The lenses were ultra thin and had anti-scratch and anti-glare surfaces. The frames were brand name frames (Luxottica). All this cost $220. I received the glasses 7 days after ordering them. These glasses are for reading and computer use and my vision is excellent when using them.

I needed a second pair for work. I was worried about the negative reviews about coolframes and other online vendors, so I decided to go to a brick-and-mortar store to order a second pair. I ordered the second pair of the same exact glasses at a Lenscrafters store (Grapevine Mills Mall, Grapevine, TX) on the same day I ordered them from Coolframes. Lenscrafters charged me $440, so exactly two times as much as Coolframes for the same lenses and frames.

I received the Lenscrafters glasses only today, 3 weeks after ordering them. I had to call Lenscrafters 5 times and UPS 3 times to get them. Apparently Lenscrafters had entered a wrong street number for the address (956 instead of 965). They were unable to correct this mistake in spite of my phone calls, and UPS would not deliver the glasses or let me change it in their system. Ultimately, I had to drive a 50-mile roundtrip to the nearest UPS hub to retrieve the glasses.

After all this, I can't see my computer screen as clearly with the Lenscrafters glasses as with the Coolframes glasses, so I suspect Lenscrafters messed up the prescription. 

Based on my experience, I recommend Coolframes to anyone. I do not recommend Lenscrafters.
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