Glasses took over 2 months to arrive
got a hit with a £50 customs charge
not based in uk just pretend to with the .co.uk address
wont use again
Review by Umr2 months ago
Using a website with a .co.uk and an 0800 contact number - to make you think they are a UK company, then shipping from the USA resulting in you being charged Tax and costs of approx £18 per £100 pound spent with them.
Goods cannot be returned without being charged a restocking fee. When you contact them on these points, they claim they have notices on there website or during checkout. In fairness there are small font disclaimers, positioned in a way to make them less obvious, on the website order confirmation pages. Purchasing through a mobile and Apple Pay there is a lack of warning or clarity that taxes may be due at import.
Dishonest in there approach and intentions and when taxes are added on for import to UK - more expensive than buying local.
Review by Maricyl Cupial5 months ago
Company pretends to be based in UK. I needed to pay extra costs as sunglasses were shipped from USA. I tried emailing and claiming money back but no luck.
Review by Xang6 months ago
Horrendous. Pretends to be based in the U.K. using a .co.uk address and doesn't state clearly anywhere that they are based in the US. I already spent £100 on glasses that took a month to be delivered, now I'm charged another £25 customs and told I won't get the glasses unless paid? The prescription doesn't feel right and their customer service is terrible.
Review by Aisatu7 months ago
Deceptive and deliberately misleading masquerading as a UK company, sneaky Americans. When purchasing there is no mention that they're an American company using a British email .Co.Uk. you'll be hit with very costly import duties and admin charges. AVOID AT ALL COSTS.
Review by LeKarter Derrow1 year ago
They use a co.uk web address to imply UK
based or have UK arm. THEY DON'T.
This is significant as the goods are sent from the USA and we have additional customs duty applied which you will have to pay at the post office.
They should make this clear when you order.
The actual goods are superb and the lenses great but the sneaky business practice masquerading as UK bases and hiding obvious additional costs you will face (which they know full well about) is both dishonest and immoral.
Review by Nuccio1 year ago
Having ordered from this organisation, and microscopically investigated their website I find no mention that their products are eligible for import tax into the UK. (In my case £7.83 plus £8.00 admin charge)
Whilst I accept the UK ruling in respect of taxation in it’s various forms,
the department responsible for applying this particular “add on” deemed it acceptable to levy an £8 charge for administration.
Cool Frames should at least mention this anomaly on their website as I would imagine the tax is calculated on estimated value.
Review by Aminah1 year ago
Masquerades as a UK company but not. had to pay nearly £50 import duty. Avoid at all costs.
Also the prescription ordered was made incorrect so
Not cheap , not good workmanship.
So much for American customer service .
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