Sylwia K.
Full refund publicly
Full refund publicly, PLN 87.48 privately – this is how Firmoo handles complaints Unfortunately, after further correspondence, my opinion of Firmoo has become even worse. At this point, the issue is no longer just about defective glasses. It is also about how customers are treated and how the company’s public statements differ from what it says privately. After I described my experience on Trustpilot, Firmoo posted a public response stating: “After further review, we have arranged a full refund for your orders, including VAT, and you will not need to return the glasses.” So publicly, Firmoo informed both me and everyone reading the review that, after reviewing my case again, a full refund for my orders, including VAT, had been arranged, with no need to return the glasses. Sounds great, doesn’t it? Especially to potential customers reading reviews before deciding whether to place an order. The problem is that afterwards, in private correspondence, I was informed that the refund being offered to me was… PLN 87.48. I do not accept this amount. If a company publicly tells me – and everyone else reading Trustpilot – that a full refund has already been arranged, I expect that company to stand by its own statement. It is becoming very difficult for me not to see the public response as a PR exercise intended to make the company look good to potential customers. On Trustpilot, people see “full refund”. Once the conversation moves back into private correspondence, suddenly I am being offered PLN 87.48. Do you really think a customer will not notice the difference? At this point, this is no longer simply about defective glasses. It is about repeatedly wasting my time, dragging out the complaint process and giving me contradictory information. I genuinely feel as though I am being made a fool of, despite having screenshots of both the public statement promising a full refund and the subsequent private offer of PLN 87.48. I will therefore continue updating this review as the complaint progresses. I believe other customers deserve to see not only how Firmoo responds publicly to negative reviews, but also what actually happens afterwards in private correspondence and whether those public promises are honoured. If a company publicly states that a full refund has been arranged, then it should stand by that statement. That is not an unreasonable expectation.
Response from FirmooSep 27, 2026
Hello Sylwia, Thank you for sharing your further feedback. We understand your concern regarding the difference between the refund amount communicated privately and the wording used in our previous public response. We would like to clarify that the PLN 87.48 being offered is the full amount actually paid for the original pair of glasses you raised concerns about (M98740 C2). This pair was purchased under a promotional offer, where the frame was provided at no charge and payment was made toward the lenses. Therefore, PLN 87.48 is the full amount actually paid for this pair and the corresponding refund amount. We would also like to clarify that this refund is being offered as a special resolution in consideration of the overall inconvenience you experienced, beyond our standard one-time return and exchange policy. We apologize for the confusion caused by the wording of our previous public response. When we referred to a “full refund,” we intended to refer to the full amount paid for the original pair concerned, rather than the full value of both orders. We understand that this wording may have created a different expectation, and we sincerely regret the frustration this has caused. Our intention is to provide a fair resolution based on the actual amount paid while taking the overall circumstances of your case into consideration. If you have any further questions or would like to discuss the refund or any other aspect of your case, we kindly encourage you to continue communicating with our customer service team via email at [email protected] or through the Live Chat available on firmoo-pl.com. Our team will be happy to review the details with you and provide further assistance. Thank you for your patience and understanding. Kind regards, Firmoo Customer Support Team