FirmooFirmoo is your one-stop optical destination for customized eyewear services and professional prescription advice. Founded in 2009 by a group of opticians and designers on the belief that eyewear should be trendy, not spendy, we grew from the desire to give everyone around the world the convenience of receiving professional eyecare at an affordable price.
Firmoo (firmoo.com) has 6,647 customer reviews on Five Star Index, with an average rating of 4.5 out of 5.
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Claim this listingShowing 121 reviews with 2 stars · Clear filters
Goddess X.
Hey! Is the delay due to the virus?
Response from FirmooFeb 18, 2020
Hello dear customer, we have experienced some delays in the processing and shipping due to the recent global health emergency declaration. Please rest assured that our processing and shipping have resumed. And we will process the orders according to the order placed time. If you have any other problems, please feel free to contact via email. Thank you!
Angel H.
I took advantage of their first pair free deal. I put my PD in incorrectly and their customer service was fantastic in resolving my issue. I got another pair with the correct PD and that’s where I realized the quality just wasn’t all that great. I have purchased several pairs of glasses from different online glasses stores and none of them have felt as cheaply made as these. Something about their lens quality was just off. Even with the right PD and scrip (I have a very easy scrip) whenever I try wearing my firmoo glasses it gives me headaches and things look a little wobbly when I move ( I’m not sure how to explain this properly). They offered to exchange the glasses (they really do have great customer service) but after trying out two different frames and having the same wobbly effect looking through the lenses I just gave up. Trying out a new pair of frames is not going to help with my lens issue. I’m only giving them 2 stars for customer service being so great, but I cannot in good faith recommend firmoo.
Response from FirmooJun 22, 2019
Hi Angel Heart, We checked your order details and found that you chose 1.50 free spheric lenses. Generally speaking, spherical lenses are thick and the image through the lens will be distorted. While, with the same prescription and index, aspherical lenses are thinner, lighter and more comfortable for wearers. Aspherical lenses have a wide vision and the image through the lens is more real and natural. Wearers will not feel tired after wearing aspherical lenses for a long time. Here is more detail about the Difference between Spherical Lens and Aspherical Lens. https://www.firmoo.com/help-p-151.shtml We are so sorry that this time our eyeglasses did not satisfy you. Hope next time you can try our aspherical lenses and have a good experience with us. Best Regards, Firmoo CS Team
An
took a while to ship and process my order. When I finally got it the glasses were very bad quality. They’re flimsy and thin, but you get what you pay for. I’m not sure what I was expecting, never buy these full price, it isn’t worth it.
Response from FirmooJun 17, 2019
Hi An, Sorry to know that you are not satisfied with our eyeglasses. Please do not worry that Firmoo's friendly exchange&return policy promises our customers 100% satisfaction. Please login your account center to apply for the exchange&return. Once we received your request, your exclusive CSR will email you to solve the issue. As you mentioned that the frames were flimsy and thin. There might be some misunderstanding. For some frame materials, such as flexible metal, it's flexible and bendable, but also very thin and light, which is not suitable for high prescription. If you have a high prescription or prefer to consolidate materials, acetate frames will be the best choice. If you do not know how to choose fit eyeglasses, feel free to contact our representatives. We are always glad to help you. Sincerely, Firmoo CS Team
Erin W.
Ordering was easy. The frames are not the color I thought I was getting, and the lenses don’t provide the prescription I ordered either. It seems a bit off. I would try again with a different frame maybe. Not super impressed.
Response from FirmooApr 11, 2019
Hi Erin, Sorry to hear that you are not totally satisfied with this purchase. Firmoo's friendly exchange&return policy promises our customers 100% satisfaction. Please log in your account center to apply for the exchange&return. Once we received your request, your exclusive CSR will email you to solve the issue. For the prescription problem, hope you can visit a local optical store to check the eyeglasses again. If any mistake on our side, we can make a new pair for you freely. Besides that, we will give you a gift coupon as compensation. Thanks for your feedback. And please feel free to contact us for help. Sincerely, Firmoo Customer Support Team
Constance P.
I just received my new glasses and both pairs have the wrong prescription in the left eye, but perfect vision in the right. I cannot see out of the left lense at all. I have requested an exchange and also uploaded a picture of my original prescription sheet to prove that I am not the one at fault. I hope to be able change this review to 5 stars because the glasses are really gorgeous; I just can’t see out of them. Update: Firmoo gave me a coupon to order a new pair and suggested that my lense thickness was wrong. I ordered the glasses again with the thickness index that they suggested and I just received the glasses today. They are still unusable. Same issue, the left eye is too blurry to see out of. I have checked my prescription with my doctor and I entered it correctly. DO NOT ORDER FROM FIRMOO! I am requesting a full refund of my original order. I am so disappointed.
Response from FirmooMar 16, 2019
Hi Constance, Please do not worry. We have a 30-Day Exchange&Return policy and a 3-Month Warranty for all of our eyeglasses. If any mistake with your eyeglasses, we will remake your eyeglasses freely. We have received your original prescription and found it's a new one. Have you ordered eyeglasses with them before? If you have not, there may be some adapting issues. Here are some helpful tips for you: https://www.firmoo.com/help-p-155.shtml. Actually, the possibility of making mistakes with the prescription is very small, because each finished eyeglasses will be transferred to another inspection department to be double checked. So if you think the prescription is wrong, we strongly suggest that you take our eyeglasses to the optical practices for the prescription check again. If any mistake on our side, we will not only remake your eyeglasses but also refund you the charges for checking eyeglasses. While if the prescription of our eyeglasses is right, you may ask your eye doctor to adjust the prescription for your left eye. Need further help, we will be here to help you out. Sincerely, Firmoo CS Team
Tikeitha
I’m really not please with my glasses they are flemsy and not good quality I think it’s a great program but I’m not pleased
Response from FirmooMar 14, 2019
Hi Tikeitha, sorry for the inconvenience. We checked your order and found that your frame is made in TR materials. TR frames may feel light but no worries, they are durable. If you do not like them, we could help to return or exchange within 30 days of receiving. Would you like to have a try with acetate frames next time? Thank you!
Jami
Currently super disappointed as I ordered 2 pairs of glasses on March 7th and I still have not received a confirmation email for my order. I have received several promotional emails from them however. I have called their customer help line 3 times today and it doesn’t even ring. Sends it directly to a voice automation saying that they are busy and to leave a message. I decided to do their “live chat” and send a message asking about the confirmation and then it tells me I will have a response within 24 hours. “Live chat” is very misleading. I am holding out hope that they get back to me within the 24 hours or I will be disputing my charges as they have taken the payment from me. There’s a lot of great reviews and I was very hopeful but I’m not seeing the good quality service that I have read about.
Response from FirmooMar 13, 2019
Hi Jami, sorry for the inconvenience. The order confirmation emails and other notifications were sent to the email which you used to place the order. We checked your order. You may input the wrong email address by accident. You input the @gmail.con instead of @gmail.com. So you did not receive the confirmation email. Hope you could understand. No worries. We will send you the order confirmation to your correct email address ASAP! And we have completed your order and shipped out on March 8th. It may take 6 to 10 business days to arrive after shipment. It is in transit now. If you do not mind, you could call us or Live Chat with us at the following time. Toll Free: 1-855-487-6006 (Everyday, 7 a.m.-5 p.m. PDT.) Live Chat: Start a live chat (Everyday, 7 a.m.-5 p.m. PDT.) Email: [email protected] (Reply within 24 hours on weekdays and 48 hours on weekends) Thank you!
Grace
I placed my order on Feb 4 and i have still not received my glasses. It's been 2 weeks and i havent heard anything. I also called CS and it's always "busy" and no one picks up. I dont think i will ever order form here again. Gave 2 stars only because the price was good but since i havent received them i cant really speak on the glasses themselves.
Response from FirmooFeb 19, 2019
Hi Grace, sorry for the inconvenience. If you do not mind, would you please email your order to [email protected]? We will check the problem ASAP! We will reply within 24 hours (48 hours on weekends). And our Toll Free is available between everyday 7 a.m. and 5 p.m. PDT. Thanks for your time and patience!
