Firmoo 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.
Also known as
firmoo.com
Website
firmoo.com
Category
Vision & Hearing
Location
South El Monte, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 16% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Dear HARRY,
We are truly sorry for the unpleasant experience you had. It’s possible that our previous messages didn’t reach you as they might have gone into your junk or spam folder. Please note that our official email address is [email protected].
The refund might have been issued because we were unable to reach you to confirm the details of your order. Unfortunately, we’re unable to locate your order record based on the information provided here.
We kindly invite you to contact our customer service team via [email protected] or LiveChat (available 24/7 at https://www.firmoo.ie/) so we can look into this further and provide a proper solution for you.
Best regards,
The Firmoo Team
DH
Dee H.
Won't replace or compensate
My order was lost in transit. They want me to accept a $24 coupon. They will not upgrade me to progressive when they send out the new pair without me paying an additional $37.95 or send me a refund on the first pair is free which I paid shipping on and now I'm supposed to place another order in order to get my glasses. All I wanted was an upgrade on the new ones that they are supposed to send out but they still haven't and will not
Response from FirmooOct 20, 2025
Dear Dee,
We’re truly sorry for the inconvenience caused by the lost package and for the frustration this situation has brought you.
Please note that under our First Pair Free promotion, the offer covers the selected frame and standard lenses from the designated page. Shipping fees and any lens upgrades, such as progressive lenses, are not included in the free offer and require an additional cost.
As we’re unable to locate your order details here, we kindly ask you to reach out to our customer service team via [email protected]
or LiveChat (available 24/7 at www.firmoo.com
). Our team will review your case carefully and make sure you don’t bear any loss.
Thank you for your understanding and patience.
Best regards,
The Firmoo Customer Service Team
MN
Megan N.
Absolutely ADORE firmoo glasses.
I have ordered from Firmoo twice and have never been disappointed.
A friend recommended Firmoo to me after paying nearly £300 for my glasses elsewhere, due to having a high prescription.
Honestly firmoo have saved me so much money and the glasses are unreal. I get so many compliments on my new frames.
Will never go anywhere else!.
DH
David H.
Highly recommended....
A-1 service and quality plus the lowest prices--Firmoo can't be beat anywhere!!!
AG
A G.
Amazing I’ve never had an issue with…
Amazing I’ve never had an issue with firmo. The only time I had an issue with an item they rectified it immediately would recommend to anyone !!
JE
Jenny
Oh my goodness I can’t rave about this…
Oh my goodness I can’t rave about this company enough. I’ve used them for a few years and always had a good experience, so I decided to buy both me and my boyfriend’s glasses here. I bought 2 pairs for me and 2 pairs for him. I always buy two because I want a backup in case my main ones get broken or sat on or my cats chew them. My glasses were perfect but my boyfriend’s glasses sat very weirdly on his face. I contacted customer service and they were SO HELPFUL, they gave me a voucher to get a different pair for him. So I’ve ordered new ones and I’m very happy. The lenses team even called me when there was a discrepancy in the prescription from the last time to make sure it was correct. This team cares about making sure customers are happy with everything. I can’t recommend FIRMOO enough, I will tell all my friends to get their glasses from here from now on! Love to all the FIRMOO staff 💛🩵💜
JH
Jennifer H.
DO NOT GET SCAMMED
Glasses never arrived i reported an issue 5 times where I could clearly see they'd been lost somewhere along the way as tracking didn't update for nearly 2 weeks. I was lied to on multiple occasions about the tracking advised. They made up imaginary bank holidays that delayed the package and when called out went oh sorry and cancelled the chat. After a month a I have finally had confirmation of a refund and been told this can take up to 30 days. So thats two months, hours wasted chasing this up with firmoo and royal mail for a refund. I asked if they could make this up to me and offer a small a voucher however they have refused to do so. There are cheaper and better quality brands out there, i only used firmoo as my prescription was already on file however i will not be using them again
Response from FirmooOct 20, 2025
Dear Jennifer,
We’re truly sorry for the inconvenience and frustration you’ve experienced with your order. Please accept our sincere apologies for the lost package, the unsatisfactory communication, and the delay in processing your refund.
International parcels may sometimes experience delays due to customs clearance or flight schedules. As eyeglasses are customized medical products, the total delivery time includes both the lens processing period and shipping time. You may refer to our estimated processing times for different lens types here: https://www.firmoo.co.uk/help-p-262.shtml
. For UK orders, the standard shipping time is approximately 13–22 days from the order date, and express shipping typically takes 8–14 days from the order date.
Regarding the refund timeline, please note that the time it takes for the refund to appear in your account depends on your card-issuing bank’s processing speed. Our customer service team provides the maximum estimated time frame for reference, but in most cases, refunds are completed sooner.
We truly appreciate your feedback and will continue improving our service and customer care training to ensure better experiences in the future.
Unfortunately, we’re unable to locate your order details based on this review. Please contact us at [email protected]
or via LiveChat (available 24/7 at www.firmoo.co.uk
), and our team will review your case personally. We assure you that you will not bear any loss.
Thank you again for your valuable feedback and understanding.
Best regards,
The Firmoo Customer Service Team
VM
Valeria M.
The first pair of progressive glassess…
The first pair of progressive glassess were not perfect for me , either the frame too big or the measurement not perfect . I asked support and they gave me a voucher for a new pair of glasses for the same amount for free. I ordered a new one , I took the measurement more carefully and they came perfect! I would live to have more modern and original frames though , even if we may pay a bit more . thanks
VIVI
