FirmooReviews of firmoo.com

Response from FirmooSep 25, 2018

Dear Nate, Thanks for your review and feedback! We offer 3-month warranty for the product. The lifespan of glasses not only depends on the materials quality, but also on your maintenance. Here are some tips for maintenance: https://www.firmoo.com/help-p-120.shtml Any question, please feel free to contact us. Best regards! Firmoo Customer Support

Response from FirmooMay 7, 2018

Dear Laetitia, Thanks for your review. Firmoo offers 30-day return&exchange policy. We are happy to help you return or exchange. The frame you ordered is made of TR material, which is lightweight. If you prefer hard texture, acetate frame is a better choice. Besides, the green light you saw on the lens surface is anti-reflective coating, which helps reduce glare and makes your vision clearer. Once again, thanks for your feedback. We take all of the feedback we receive seriously and are continuously working to improve our service and product. Best regards! Firmoo Customer Support

Response from FirmooMar 21, 2018

Dear shaun, We are so sorry for the inconvenience caused. We processed prescription according to your order information, which is 2/3 ADD--+0.50. Usually, customers fill in near ADD and when processing intermediate, we will change to 2/3 ADD. But after double checking your original prescription, we notice your Intermediate ADD number is +0.75 and no need to transfer to 2/3 ADD--+0.50 again. We recommend you upload an original prescription picture to us when ordering, so we could double check it. We'd like to full refund you or remake a new pair for you this time. Our CSR will contact you by email ASAP. Please kindly check. Best Regards, Firmoo Customer Team

Response from FirmooMar 19, 2018

Dear Mey, Sorry that the prescription is a little off. Please don't worry, we will help you solve the issue and would never make you take any loss. Our CSR will contact you by email. Please kindly check and reply. We hope you can send us your original prescription picture, so our professional optometrist will check your issue and provide a satisfying solution for you. Best regards! Firmoo Customer Support

Response from FirmooMar 5, 2018

Dear Kyra, Thanks for your review! We are sorry that shipping takes a bit long to arrive. Could you please send us your order number for checking? So we can report to our Logistic department for future improvement. Glasses are medical products and usually takes 3-5 business days to process before shipment. And standard shipping usually takes 7-14 days to arrive. Besides, as shipping company was on Chinese Spring Festival holiday from 02/15 to 02/22. Your parcel might be delayed during the holiday. Hope you could kindly understand. Should you have any question about the glasses received, please don't hesitate to contact us. Our email address is [email protected]. Best regards! Firmoo Customer Support

Response from FirmooFeb 28, 2018

Dear Michelle, We are so sorry for the inconvenience. As for delivery time, hope you could kindly understand that standard shipping usually takes 2-3 weeks to arrive and tracking number is available when the parcel arrives in the US. We are sorry that your parcel was held at US Customs first, so it takes longer than usual to arrive. The shipping company was on Chinses Spring Festival from 02/15 to 02/22, so we didn't get the update timely. Besides, we are updating our packaging recently. Compared with the original leather case, the new plastic case is much lighter and easier to carry with. However, your satisfaction is our first priority and we will feedback to our logistics department for better cases in the future. Should you have any further question, please don't hesitate to email to [email protected]. Thanks for your trust and understanding! Best regards! Firmoo Customer Support

Response from FirmooAug 19, 2017

Hi Angie, If there is any issue about our glasses, we are happy to help you return or exchange. You can contact us at [email protected]. Besides, you could find the invoice in your account center. We have sent you an email to solve this issue. Please kindly check. Best regards! Firmoo Customer Support

Response from FirmooAug 10, 2017

Dear Christopher, So sorry for the inconvenience. Your CSR Maggie replied to your email yesterday and we have expedited your order and upgraded the shipment for you to express shipping method. So that you could get your glasses earlier. It seems that you could not receive our email. Hope you can check your spam mailbox or check your email address left is right or not. If any other problem, feel free to contact us by sending email to [email protected] or calling us 1-888-277-8308. We are always here to help you. Sincerely, Firmoo Customer Support