FirmooReviews of firmoo.com

Response from FirmooMay 1, 2026

Hello Jessi, Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience and understand your frustration regarding the return process. We sincerely apologize for any confusion or misunderstanding caused. Return and refund eligibility may vary depending on specific order details and promotional conditions. However, we are currently unable to locate your order based on the information provided in this review. To better assist you, we kindly ask you to contact our customer service team with your order number via email at [email protected] or through our 24/7 Live Chat so we can carefully review your case and provide detailed assistance. Thank you for bringing this to our attention. Kind regards, Firmoo Customer Support Team

Response from FirmooMay 1, 2026

Ciao Maria, Grazie per aver condiviso la tua esperienza con noi. Ci dispiace molto che i tuoi occhiali non abbiano soddisfatto le tue aspettative, soprattutto per quanto riguarda la vestibilità e le lenti progressive. Comprendiamo la frustrazione che si prova dopo diversi tentativi e ci scusiamo sinceramente per l'inconveniente e per l'eventuale ritardo nella comunicazione. Ti assicuriamo che abbiamo aperto un ticket di assistenza per il tuo caso e il nostro team esaminerà attentamente le tue precedenti email per evitare qualsiasi malinteso e fornirti l'assistenza necessaria. Ti consigliamo inoltre di controllare la tua casella di posta, incluse le cartelle spam/posta indesiderata, poiché le nostre risposte potrebbero essere state filtrate lì. Riceverai un aggiornamento da un nostro operatore entro 24-48 ore. Apprezziamo la tua pazienza e il tuo feedback. Cordiali saluti, Team di Assistenza Clienti Firmoo

Response from FirmooApr 30, 2026

Hello Hannah, Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience and apologize for the confusion regarding the refund process. Please rest assured that we have created a follow-up ticket for your case, and our team will assist you through the return process so your case can be properly reviewed. Kindly also check your inbox, including your spam/junk folder, for our email updates. We appreciate your patience and understanding. Kind regards, Firmoo Customer Support Team

Response from FirmooApr 29, 2026

Hello LullyTwinkie Thank you for sharing your feedback with us. We’re truly sorry to hear about your experience and understand how frustrating this must be, especially regarding the product expectation and refund process. Refund timing may sometimes vary depending on bank or payment provider processing after the refund has been arranged. As we’re currently unable to locate your order with the information provided here, we kindly ask you to contact our customer service team with your order details via email at [email protected] or through our 24/7 Live Chat so we can carefully review your case and assist you further. We truly appreciate your previous support and thank you for bringing this to our attention. Kind regards, Firmoo Customer Support Team

Response from FirmooApr 28, 2026

Hallo A.S., vielen Dank, dass Sie Ihre Erfahrung mit uns teilen. Es tut uns sehr leid zu hören, dass Sie mit Ihrer Bestellung und der anschließenden Kommunikation unzufrieden waren. Dies entspricht selbstverständlich nicht dem Service, den wir unseren Kunden bieten möchten. Wir würden Ihren Fall gerne im Detail prüfen und sicherstellen, dass alles korrekt und transparent geklärt wird. Leider können wir Ihre Bestellung anhand der vorliegenden Informationen nicht eindeutig zuordnen. Damit wir Ihnen bestmöglich helfen können, bitten wir Sie, unseren Kundenservice mit Ihren Bestelldaten per E-Mail unter [email protected] oder über unseren 24/7 Live Chat zu kontaktieren. Unser Team wird Ihr Anliegen sorgfältig prüfen und Ihnen eine passende Lösung anbieten. Mit freundlichen Grüßen Firmoo Customer Support Team

Response from FirmooApr 27, 2026

Hi Paul, Thank you for sharing your feedback. We understand your frustration regarding the cancellation of your order. To clarify, Firmoo UK follows GOC (General Optical Council) regulations, which means prescriptions containing BVD details cannot be processed through our UK site requirements. This is part of our compliance process to ensure we meet the necessary optical standards and regulations in the UK market. We understand this may be inconvenient, especially if the prescription format has been accepted elsewhere, but these guidelines are in place for regulatory compliance for online purchase. If you have any further questions or need additional assistance, please feel free to contact us at [email protected] or reach out via our 24/7 live chat support. We're always here to help. Kind regards, Firmoo Customer Support Team

Response from FirmooApr 16, 2026

Hello Mrs. Ellen, Thank you for sharing your feedback. We’re truly sorry to hear about your experience with both the frames and lenses. Please be assured that we will thoroughly review your case. All of our glasses undergo quality checks before shipment, and lenses are processed based on the prescription provided in the order. However, we understand that issues can still occur, and we take this very seriously. If you had your glasses checked by a local optician, please feel free to share a copy of their assessment or test results with us. If the issue is confirmed to be a manufacturing error on our part, we will take full responsibility and provide the solution accordingly. Our CSR will email you within 24 hours. Please check your inbox or spam mail. Thank you so much for your cooperation. Best Regards, Firmoo Customer Support Team

Response from FirmooApr 14, 2026

Hi Remi, We're truly sorry to hear about your experience and sincerely apologize for the disappointment caused by the quality and fit of the glasses you received. We appreciate you taking the time to share these details with us. Please be assured that your feedback has been noted and will be shared with our team to help us improve our product quality and overall customer experience, and to avoid similar situations in the future. Regarding the nose pads, we're currently unable to access your specific order details to confirm the exact type used. However, if your frame has adjustable nose pads, they can usually be gently adjusted to improve comfort and fit. You may also refer to this guide for assistance on how to bend your frame: https://www.firmoo.co.uk/help-p-887.shtml Your Full refund has been processed, and the refund will be credited to the original payment method used for the order. *PayPal Account: In 3 business days. *Credit Card/Debit Card: Up to 30 days. 30-days is the maximum time, and in most cases, the refund will be reflected in your account in about 1 week, depending on your bank's processing time. If, after this period, you still haven't seen the funds in your account, we kindly ask you to contact our customer service. If you need any further assistance, please don't hesitate to reach out to us via email or live chat—we're always here to help. Kind regards, Firmoo Customer Support Team