PinkOrchid B.
Misleading banners, restricted discounts, and strategic marketing — not a good first experience
As a new customer, I was drawn in by Firmoo’s stylish designs and attractive promotions — a welcome email offering 15% off, and bold banners across the site advertising 2FOR1 + 15% off lenses. It looked generous and straightforward… but the experience turned out to be frustratingly misleading. The site banner reads “Use Code: 2FOR1”, and when you click through the welcome email, you’re taken straight to a page promoting that exact offer. There’s no mention that the welcome discount can’t be combined with this — even though that’s where the email leads you. Only after: • Carefully choosing frames • Entering your full prescription • Selecting lens coatings and extras …do you reach the checkout, where it suddenly states that only one promo code can be used. At that point, you’ve already put time and effort into your order — and it feels deliberately timed to pressure you into completing the purchase. Customer service confirmed that combining codes is “not possible due to the system setup”, despite banners clearly advertising two discounts together (2FOR1 + 15% off lenses). The layout and wording are strategically designed for skim reading — it looks like you’re getting a great deal, but when you break it down, the real savings are much less than they appear. Here’s a quick example from my own order: • A single pair came to £60 (£20 for frames, £40 for lenses + finishes). • Buying two pairs brought the total to £120. • The “2FOR1” deal only knocked off the cost of one frame — £20. • The 15% off lenses saved just £12 (15% of £80). • Total discount: £32 on a £120 order — around 25% off, not the massive saving it sounds like. I was offered a random accessory instead of a resolution, and no staff reference or escalation was available. I’ve taken screenshots of the process and won’t be completing my order. If Firmoo wants to build trust, it needs to stop burying restrictions at checkout and start advertising honestly. Until then, I’d advise others to tread carefully — the deals look great at first glance, but the reality is far less generous.
Response from FirmooMay 26, 2025
Dear PinkOrchid B, Thank you for taking the time to share your experience with us. We are truly sorry to hear that your first interaction with Firmoo was not what you expected. We understand how frustrating it can be when things don’t go as planned, and we sincerely apologize for any confusion or inconvenience you encountered. We want to clarify that our promotional offers are designed to provide genuine value to our customers. Typically, our discount codes cannot be stacked, and this is something we always aim to communicate clearly within the terms of each promotion. Our advertising is carefully reviewed to ensure it is honest and transparent, and we never intend to mislead our customers. If there was any misunderstanding regarding the promotional details, we encourage you to reach out to us directly via email at [email protected] or through our live chat feature. We are here to provide clear explanations and address any concerns you may have. We value your feedback and take it seriously, as it helps us improve and ensure a better experience for all our customers. We hope you will give us another chance to show you the quality and service that Firmoo stands for. Thank you again for your input, and we wish you all the best. Best regards, Firmoo Customer Service Team