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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Qualità della lente scarsa. Ho indossato l'occhiale per un paio di giorni gli occhi sono affaticati e bruciano.
Response from FirmooFeb 17, 2026
Salve, ci scusiamo sinceramente per la sua spiacevole esperienza di acquisto.
Le assicuriamo che tutti i nostri occhiali sono certificati CE e che rispettiamo rigorosamente gli standard di qualità per garantire la sicurezza e l'affidabilità del prodotto.
In base al problema da lei segnalato, sospettiamo che possa essere correlato alla prescrizione. Tuttavia, non siamo riusciti a trovare il suo ordine specifico utilizzando il suo nome. Per assisterla al meglio e indagare ulteriormente, la invitiamo a contattare il nostro servizio clienti online su firmoo.it fornendo i dettagli del suo ordine. Il nostro team sarà lieto di fornirle ulteriore supporto.
Grazie per la comprensione e la pazienza.
EL
Emma L.
Awful CS
Being told I can’t have a bridge width of more than 17mm, while currently sat in a pair with 18mm that are perfect.
Honestly, I’ve loved my glasses that I’ve had and I was going to add more after the 4 new ones after this month. But the hoops I’m jumping through with their support team is ridiculous.
They told me no rimless after I ordered so I changed to rimmed and now also cannot have these.
Will be going back to Glasses Direct.
Response from FirmooFeb 14, 2026
Hello Emma,
Thank you for reaching out and sharing your feedback with us. We sincerely apologize for the frustration and inconvenience caused during your recent ordering experience.
During the production process, our lab carefully reviews each order to ensure that the selected frame and lens type can be safely and accurately manufactured according to the customer's specific prescription and pupillary distance. In this case, after technical evaluation, our lab found that the frames you originally selected were not compatible with your prescription&PD and lens type. We sincerely apologize for the inconvenience and regret that a frame change is necessary to ensure the glasses can be manufactured.
Please be assured that your order is currently in production with the adjusted frame selection, and our team is working to complete it as soon as possible.
If you have any further questions, concerns, or would like to discuss alternative options, please do not hesitate to contact our customer service team directly (Livechat: 24/7).
Thank you for your patience and understanding.
Sincerely,
Firmoo Customer Support Team
ZR
Zoe R.
Be aware if you have a BVD measurement…
Be aware if you have a BVD measurement on your glasses!
Also be aware if you want to speak to someone on the phone!
I have placed an order with Firmoo for the first time. Their system allows you to add your basic prescription, SPH, CYL, Axis, PD, ADD, but doesn’t not ask you any additional questions about your prescription. I added all those details and paid.
After enquiring with their customer services about some frames I had selected, they asked for a copy of my prescription. Which I sent. They then came back to me to tell me that they couldn’t fulfill my order because I had a BVD measurement on my prescription.
It’s the first time I’ve ever had a BVD number so I didn’t know what it was, but as they did not ask for the information when I’m entering the prescription details, one would think they don’t need it. If they needed it and it was important then one would assume they would ask for it to place the order, right?
It’s lucky I had enquired about the frames otherwise they would not have known that I had this on my prescription because they don’t ask for it.
Now they are saying I need to cancel the order but because it’s in ‘processing’ there is a fee to cancel. A fee that I don’t feel I shouldn’t have to pay because they are the ones instructing me to cancel. They haven’t made it clear at the ‘prescription entering phase’ that you can not place an order if you have a BVD measurement. It’s hidden in their FAQ’s but people rarely read these unless they have a query. It should be much more transparent especially as they consider it such vital information.
So now I have to cancel with a fee. However, when I try to cancel it’s saying that my refund will be sent to my Ayden account. What is an Ayden account? I paid by debit card? Given I don’t know what this is I have tried to call them
BUT their phone lines don’t work. Just some American voice asking you to call back at 7am ‘Southern time’. There are ‘Southern times’ all over the world. So they are impossible to reach. They take days to reply to email.
So now I don’t know if I should click the cancel button because I don’t know how I will be refunded. AND YOU HAVE TO WAIT 30 DAYS FOR YOUR MONEY BACK WHEN YOU DO FIGURE OUT HOW ITS BEING REFUNDED.
Really bad service - not transparent around prescription limitations/requirement, want to charge you a fee to cancel when it’s them choosing to cancel, can’t speak to anyone and have to wait an unreasonable time to get a refund… if you can work out how you are going to be refunded in the first place. AVOID. THERE ARE MUCH EASIER AND MORE PROFESSIONAL ONLINE OPTICIANS WHO WILL MAKE A PRESCRIPTION WITH A BVD MEASUREMENT.
Response from FirmooFeb 13, 2026
Hello Zoe,
Thank you for bringing this matter to our attention, and we are truly sorry for the frustration and confusion you've experienced throughout this process.
According to the Opticians Act 1989 and the GOC (General Optical Council) rules in the United Kingdom, the online optical store cannot sale glasses with prescription has BVD information included. As much as we would love to, we do apologize as we need comply with their rules. We are so sorry for any inconvenience caused to you.
Currently, a note is displayed on our prescription page stating if BVD value is written on the prescription, customers need visit the eye doctor to get glasses. We appreciate your suggestion to make this information more prominent and transparent. Your feedback has been shared with our relevant team for future improvement.
We have reviewed your order and confirm that we have processed full refund for this order. The refunded amount will be returned to your original payment method based on your bank or payment provider's processing timeline. We appreciate your kind patience on this matter.
We apologize for the difficulty you faced reaching us by phone. Our phone support is currently available from 1 PM to 4 AM BST. If you need assistance outside these hours, our 24/7 LiveChat team is always available and ready to assist.
We truly regret that your experience with us did not meet expectations. Your feedback is invaluable, and we are actively working to improve our prescription guidance and customer service transparency.
Again we are truly sorry for the inconvenience and frustration this has caused. If you have any further questions or need additional assistance, please don't hesitate to reach out to us (Livechat: 24/7).
Sincerely,
Firmoo Customer Support Team
NC
NICOLE C.
Catastrophe totale…
Nous avons commandé ma Femme et moi chacun une paire de lunettes ( avec ordonnance).... c'est une catastrophe,aucune des deux paires est adaptées à notre vue.... fiasco total.
On se demande si quelqu'un sait lire une ordonnance chez eux...
A éviter absolument..
Response from FirmooFeb 13, 2026
Bonjour Nicole,
Merci de nous avoir signalé ce problème et veuillez accepter nos excuses pour les désagréments rencontrés.
Ne vous inquiétez pas. Firmoo propose une politique de retour/échange de 60 jours. Comme nous ne parvenons pas à localiser votre commande avec les informations fournies, nous ne pouvons pas en examiner les détails. Pourriez-vous contacter directement notre service client via le chat en direct (disponible 24h/24 et 7j/7) en indiquant votre numéro de commande ? Cela permettra à notre équipe de mieux comprendre le problème d'affichage que vous avez rencontré, d'en analyser les causes possibles et de vous proposer une solution.
Nous espérons résoudre ce problème au plus vite.
Cordialement,
L'équipe du service client Firmoo
IS
Inés Martínez M.
Son unos timadores
Son unos timadores. Pedí unas gafas graduadas, cuando llegaron no veía bien. Las he llevado al oculista y NO ESTAN GRADUADAS. 0 en los dos cristales. No pidáis aquí es tirar el dinero
Response from FirmooFeb 12, 2026
Hola Inés,
Gracias por informarnos sobre este asunto y le pedimos disculpas por el problema con sus gafas.
No se preocupe. Firmoo ofrece una política de devolución/cambio de 60 días. Dado que no podemos localizar su pedido con la información proporcionada aquí, no podemos revisar los detalles. ¿Podría contactar con nuestro equipo de atención al cliente directamente a través del chat en vivo (24/7) con su número de pedido? Para que nuestro equipo pueda revisar los detalles del pedido, comprender mejor el problema, analizar las posibles causas y ofrecerle una solución.
Esperamos resolver este problema lo antes posible.
Atentamente,
Equipo de Atención al Cliente de Firmoo
NW
Nolan W.
Ordered prescription glasses with error
Ordered prescription glasses which arrived with an error so unusable due to the prescription not being followed. Have refused to exchange after contact
Response from FirmooFeb 9, 2026
Hello Nolan,
Thank you for bringing this to our attention. We sincerely apologize for any confusion and frustration caused.
Please kindly note that our ready-made prescription sunglasses are set as single-vision distance lenses by default, as noted in the ordering process. Therefore, your order was produced as single-vision distance lenses accordingly. If you require single-vision reading (near) lenses, please contact us after placing your order so our lab can adjust the prescription as needed.
We have reviewed your case and confirm that our customer service has provided you with a voucher. We have also temporarily paused your new order and will contact you to double confirm whether the glasses are intended for distance or near use before resuming production.
Our team will reach out to you via email within the next 24 hours to confirm this detail and ensure your replacement is made correctly. Please check your inbox (including your spam or junk folder) for our email. In the meantime, if you prefer immediate assistance, you are welcome to contact us via our 24/7 online live chat for real-time support.
Thank you for your patience as we work to resolve this for you.
Sincerely,
Firmoo Customer Support Team
EH
EL H.
Nur betrüger
Nur betrüger
Nichts vernünftiges
Rückversand bekommen aber keine Rückerstattung.
Vorsicht geboten!!
Response from FirmooFeb 2, 2026
Hallo,
danke, dass Sie uns auf dieses Problem aufmerksam gemacht haben. Wir entschuldigen uns für die entstandenen Unannehmlichkeiten.
Es tut uns leid, dass wir Ihre Bestellung anhand der uns vorliegenden Informationen nicht finden können und daher Ihre bisherige Kommunikation und Bestelldetails nicht einsehen können. Wir empfehlen Ihnen, sich mit Ihrer Bestellnummer direkt per Live-Chat (rund um die Uhr verfügbar) an unseren Kundenservice zu wenden.
Wir werden uns bemühen, dieses Problem so schnell wie möglich zu lösen.
Mit freundlichen Grüßen,
Firmoo Kundenservice
VR
Viktória S.
The item was never delivered
The item was never delivered
02.02. This was already written a few days ago. Unfortunately, I can't respond to anything on your website either.
Response from FirmooFeb 2, 2026
Hello Viktória,
Thank you for bringing this matter to our attention, and please accept our apologies for any inconvenience and frustration caused.
Upon checking the remaining balance for this order was refunded on February 2nd, which completes the full refund for your purchase. The amount should reflect in your original payment account according to your bank’s processing timeline.
Please check your inbox (including your spam or junk folder) for our confirmation email sent on the same day. If you have any further questions or do not receive the refund within the expected period, feel free to contact us directly at [email protected].
Thank you for your understanding and patience.
Sincerely,
Firmoo Customer Support Team
