FirmooReviews of firmoo.com

Response from FirmooJun 17, 2026

Hallo K, Es tut uns leid, dass Ihre Erfahrung nicht Ihren Erwartungen entsprochen hat, und wir danken Ihnen für Ihr Feedback. Wir möchten Sie darüber informieren, dass alle unsere Brillen vor dem Versand einer Qualitätsprüfung unterzogen werden, um sicherzustellen, dass sie unseren hohen Standards entsprechen. Einige Fassungsmodelle sind bewusst aus dünneren und leichteren Materialien gefertigt, um den Tragekomfort im Alltag zu verbessern. Dadurch können sie sich im Vergleich zu schwereren Fassungen flexibler anfühlen. Dennoch bieten sie bei bestimmungsgemäßem Gebrauch eine zuverlässige Leistung. Wir verstehen Ihre Bedenken bezüglich der Rückgabe. Auch wenn in bestimmten Fällen eine Gutschrift als Lösungsmöglichkeit angeboten werden kann, sind wir stets bemüht, gemeinsam mit unseren Kunden die beste Lösung zu finden. Wir freuen uns, dass Ihre Rückerstattungsanfrage letztendlich bearbeitet werden konnte und danken Ihnen für Ihre Geduld. Mit freundlichen Grüßen, Ihr Firmoo-Kundenservice-Team

Response from FirmooJun 17, 2026

Hallo Huriah, Het spijt ons oprecht te horen over uw teleurstellende ervaring. Na controle van uw bestelling hebben we geconstateerd dat de receptgegevens die u tijdens het afrekenen hebt ingevoerd, afwijken van het beoogde recept. Hierdoor zijn de lenzen geproduceerd op basis van de informatie die u bij de bestelling hebt verstrekt. We begrijpen dat dit verwarring kan hebben veroorzaakt en bieden onze oprechte excuses aan voor het ongemak. Wat betreft uw klacht over het ontvangen van slechts één bril: elke bestelling ondergaat een grondige kwaliteitscontrole voordat deze wordt verzonden om de nauwkeurigheid en volledigheid te garanderen. We nemen uw feedback serieus en zullen verder onderzoek doen om te achterhalen wat er met uw bestelling is misgegaan. We zijn blij te kunnen bevestigen dat uw bestelling, na beoordeling van uw geval, volledig is terugbetaald. We waarderen uw feedback en blijven ons inzetten om onze service te verbeteren en onze klanten de best mogelijke ervaring te bieden. Met vriendelijke groet, Firmoo Klantenservice

Response from FirmooJun 14, 2026

Hello Jacqueline, Thank you for taking the time to share your detailed feedback. We sincerely apologize that the frames you received did not provide the comfortable fit you were looking for. We understand that selecting the right frame online can sometimes be challenging, as factors such as nose bridge design, frame shape, and overall construction can affect how glasses fit, even when the listed measurements are similar. To help customers make a more informed choice, we recommend referring to our frame size and fit guide when selecting a new pair: https://www.firmoo.com/help-p-1.shtml We are also sorry to hear that the frame quality did not meet your expectations. While some frames may feel more flexible or lightweight due to the materials and design used, this is often intentional to improve comfort during daily wear. Please rest assured that our glasses undergo quality inspection before shipping to ensure they meet our quality standards. As we were unable to confidently identify your order using the information available in this review, we kindly invite you to contact our support team via our 24/7 Live Chat or by email at [email protected] so we can review your case in greater detail. You may also submit a return or exchange request through your Firmoo Account Center by following this guide: https://www.firmoo.com/help-p-1499.shtml. Our team will be happy to guide you through the process and review the available solutions for your situation. Kind regards, Firmoo Customer Support Team

Response from FirmooJun 14, 2026

Hello Holly, Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations. At Firmoo, we strive to ensure that every pair of glasses is processed with care and manufactured according to the prescription values entered or uploaded on our website, based on the selected lens type and intended usage. Our products also undergo quality inspection before shipping to help ensure they meet our standards. We would also like to clarify that Firmoo offers a 60-day return and exchange policy for customers who are not satisfied with their glasses, including cases involving prescription or quality concerns. Our goal is always to work with our customers to find a suitable solution. As we were unable to confidently identify your order using the information available in this review, we kindly invite you to contact our support team via our 24/7 Live Chat or by email at [email protected] so we can review your case in greater detail. You may also submit a return or exchange request through your Firmoo Account Center by following this guide: https://www.firmoo.com/help-p-1499.shtml. Our team will be happy to guide you through the process and review the available solutions for your situation. Kind regards, Firmoo Customer Support Team

Response from FirmooJun 6, 2026

Hello Maria, We regret to learn that you are experiencing issues with both the vision and the fit. As we were unable to confidently identify your order using the information available in this review, we invite you to contact our support team via our 24/7 Live Chat or by email at [email protected] so we can review your case in greater detail. You may also submit a return or exchange request through your Firmoo Account Center by following this guide: https://www.firmoo.com/help-p-1499.shtml Our team will be happy to guide you through the process and review the available solutions for your situation. Kind regards, Firmoo Customer Support Team

Response from FirmooJun 6, 2026

Hello Sarah, Thank you for taking the time to share your feedback with us. We would like to clarify that review ratings can only be submitted or modified by the customer. We are unable to change or edit any ratings on your behalf. Regarding the exchange code you received, the value issued was calculated to match the amount of the frames and lenses that were exchanged. The code is intended to cover the equivalent product value and is generated based on the purchase details. We understand your concerns regarding the exchange code and the subsequent support process. After reviewing your case, we have created a ticket and escalated it to the appropriate team for further review. Please expect a follow-up from our support team within 24-48 hours via email. We will carefully review the details of your case and work with you toward an appropriate resolution. If you have any additional information you would like to provide, you may also contact us directly through our 24/7 Live Chat or by email at [email protected] We appreciate your patience and the opportunity to look into this matter further. Kind regards, Firmoo Customer Support Team

Response from FirmooJun 2, 2026

Hello S, Thank you for sharing your feedback. We are sorry to hear that your experience did not meet your expectations. Firmoo strives to offer a wide range of frames, lenses, and customization options at competitive prices, while also providing various promotions throughout the year to help customers save on their purchases. We understand that perceptions of value and product preferences may vary from person to person. As we were unable to locate an order with the information available here, we invite you to contact our support team via our 24/7 Live Chat or by email at [email protected] with your order details. Our team will be happy to review your concerns and provide further assistance. Kind regards, Firmoo Customer Support Team

Response from FirmooMay 31, 2026

Hello Hannah, Thank you for sharing your feedback. We are sorry to hear that your experience did not meet your expectations. We understand your concerns regarding the glasses and the subsequent support process. After reviewing your case, we have created a ticket and escalated it to the appropriate team for further review. Please expect a follow-up from our support team within 24-48 hours via email. We will carefully review the details of your case and work with you toward an appropriate resolution. If you have any additional information you would like to provide, you may also contact us directly through our 24/7 Live Chat or by email at [email protected]. We appreciate your patience and the opportunity to look into this matter further. Kind regards, Firmoo Customer Support Team