FirmooReviews of firmoo.com

Response from FirmooMay 31, 2026

Hola Susana, Gracias por compartir tu experiencia. Lamentamos mucho los inconvenientes que encontraste durante el proceso de compra. Entendemos lo frustrante que puede ser dedicar tiempo a seleccionar unas gafas y completar los datos de graduación para luego encontrarse con dificultades técnicas que impiden finalizar el pedido. Agradecemos sinceramente tus comentarios sobre el funcionamiento del sitio web, ya que nos ayudan a identificar áreas que necesitan mejoras. Como no hemos podido localizar un pedido con la información disponible aquí, te invitamos a contactar con nuestro equipo de atención al cliente a través de nuestro Live Chat 24/7 o por correo electrónico a [email protected]. Estaremos encantados de recopilar más detalles sobre lo ocurrido y trasladar la incidencia al equipo correspondiente para su revisión. Lamentamos nuevamente esta experiencia y agradecemos que nos hayas hecho llegar tus comentarios. Atentamente, Equipo de Atención al Cliente de Firmoo

Response from FirmooMay 26, 2026

Hallo D, vielen Dank für Ihr Feedback. Es tut uns leid, dass Ihre Erfahrung nicht Ihren Erwartungen entsprochen hat. Wir möchten klarstellen, dass die Express-Option eine priorisierte Bearbeitung und schnellere Produktionsabwicklung Ihrer Bestellung beinhaltet. Die tatsächliche Lieferzeit kann zusätzlich vom Versanddienstleister und dem Zielland abhängen. Laut unserer Versandübersicht umfasst die Gesamtlieferzeit sowohl die Bearbeitungs- als auch die Versandzeit. https://www.firmoo.de/help-p-164.shtml Wir verstehen, dass die Darstellung möglicherweise irreführend war und werden Ihr Feedback an das zuständige Team zur weiteren Prüfung und Verbesserung weiterleiten. Wir bieten Ihnen außerdem ein 30-tägiges Rückgabe-/Umtauschrecht für unzufriedene Produkte gemäß unseren Richtlinien. Da wir Ihre Bestellung mit den hier verfügbaren Informationen nicht finden konnten, kontaktieren Sie uns bitte jederzeit über unseren 24/7-Live-Chat oder per E-Mail unter [email protected], damit unser Team Ihren Fall prüfen und Ihnen weiterhelfen kann. Mit freundlichen Grüßen, Ihr Firmoo Kundenservice-Team

Response from FirmooMay 25, 2026

Hello Andy, Thank you for sharing your feedback with us. We’re sorry for the inconvenience caused during the ordering process. We would like to clarify that your order was cancelled because the prescription provided included BVD-related parameters. In accordance with GOC regulations in the UK, prescriptions containing BVD/Back Vertex Distance parameters require physical fitting and professional in-person dispensing. Because of this, these prescriptions are currently not available for online purchase and are recommended to be processed through a local optical store instead. You may also refer to our guide here for more information: https://www.firmoo.co.uk/help-p-782.shtml We also appreciate your suggestion regarding clearer website guidance and will forward your feedback to the relevant team for further review and improvement. We’re glad to hear that the refund was processed promptly and sincerely apologize again for the inconvenience caused. Kind regards, Firmoo Customer Support Team

Response from FirmooMay 24, 2026

Ciao Gregorio, Grazie per aver condiviso la tua esperienza con noi. Ci dispiace sapere che gli occhiali non abbiano soddisfatto le tue aspettative e comprendiamo il disagio descritto durante l’utilizzo delle lenti progressive. Desideriamo chiarire che i nostri occhiali vengono realizzati sulla base dei parametri caricati durante l’ordine e sottoposti a controlli di qualità prima della spedizione. Con le lenti progressive, fattori come adattamento individuale, parametri della prescrizione, centratura o configurazione delle lenti possono influenzare l’esperienza visiva. Desideriamo inoltre precisare che attualmente offriamo una politica di reso/cambio una sola volta entro 60 giorni per prodotti non soddisfacenti, mentre la garanzia di 365 giorni copre eventuali difetti di qualità verificabili secondo le relative condizioni di garanzia. Poiché non siamo riusciti a individuare il tuo ordine con le informazioni disponibili qui, se ci fossero ancora questioni irrisolte ti invitiamo a contattarci nuovamente tramite Live Chat 24/7 oppure via email a [email protected] indicando il numero d’ordine, così il nostro team potrà verificare ulteriormente il caso e assisterti al meglio. Cordiali saluti, Il Team di Assistenza Clienti Firmoo

Response from FirmooMay 23, 2026

Hello Bella, Thank you for sharing your experience with us. We’re sorry to hear that the glasses did not provide the visual result you expected despite submitting your prescription and PD information. In some cases, factors such as prescription parameters, PD, frame fit, or lens adaptation may affect the visual experience differently for each wearer. We would also like to confirm that a full refund for your order has already been processed. The refund will be credited to the payment account originally used for the purchase. If you used a PayPal account to pay for the order, the refund will be returned to your PayPal account within 3 business days. If you used a credit/debit card to pay for the order, the refund may take up to 30 days to appear on your account. In most cases, the refund is reflected within about one week depending on your bank’s processing time. Please feel free to contact us if you do not receive the refund within the timeframe listed above. Kind regards, Firmoo Customer Support Team

Response from FirmooMay 23, 2026

Bonjour hpprem, Merci pour votre retour. Nous sommes désolés d’apprendre votre expérience concernant les emails promotionnels. Si vous souhaitez vous désabonner définitivement de nos communications marketing, vous pouvez suivre les étapes indiquées dans ce guide : https://www.firmoo.com/help-p-159.shtml Vous pouvez également contacter directement notre service client via [email protected] ou via notre Live Chat 24/7 afin que notre équipe puisse vous assister davantage concernant votre demande de désabonnement. Cordialement, L’équipe du Service Client Firmoo

Response from FirmooMay 23, 2026

Hello Bella, Thank you for sharing your experience with us. We’re truly sorry to hear about the frustration caused by the shipping delays and delivery issues you encountered. International shipments may occasionally experience unexpected delays, limited tracking updates, or delivery interruptions during the transit and local delivery process. We understand how disappointing this situation was, especially after waiting such a long time for prescription glasses. We also understand your concerns regarding the shipping carrier selection. Our support team continuously reviews shipping performance and customer feedback to further improve the delivery experience and aftersales support process. As we were unable to locate your order with the information available here, if there is still any unresolved issue, please feel free to contact us anytime via our 24/7 Live Chat or by email at [email protected] so our team can further assist you. Kind regards, Firmoo Customer Support Team

Response from FirmooMay 21, 2026

Hallo Marcel, Bedankt voor uw feedback. Het spijt ons te horen dat u problemen heeft ervaren met het retourproces. Wij willen graag informeren dat de coupon/credit reeds naar uw e-mailadres werd verzonden. Wij raden u vriendelijk aan ook uw spam-/ongewenste e-mailmap te controleren, aangezien onze berichten daar soms terecht kunnen komen. Daarnaast hebben wij inmiddels een follow-up ticket aangemaakt voor uw situatie. Ons serviceteam zal binnen 24-48 uur per e-mail contact met u opnemen om verdere assistentie te bieden. U kunt ook altijd rechtstreeks contact met ons opnemen via [email protected] of via onze 24/7 live chat. Met vriendelijke groet, Het Firmoo Klantenservice Team