H W.
Awful Customer Service
Received an email from firmoo stating I had received a code for free pair of glasses and lenses! As a loyal customer and constant glasses wearer I was very excited! Headed to the site, picked my glasses, entered the code to see ‘this code has been redeemed too many times’. Checked the terms and conditions and nowhere does it state it is a limited code. Spoke to Marifel on chat who was very dismissive of the issue and unwilling to help any further. They advised the code was first come first served. Legally, this should be communicated within the terms and conditions; which it is not. Just lost a loyal customer. Bad customer service will get you nowhere :(
Response from FirmooJan 22, 2024
Thank you for bringing your concerns to our attention and sharing your valuable feedback. We sincerely apologize for any dissatisfaction you may have experienced, and we highly value each customer's input. Your satisfaction is our priority, and we are committed to addressing and resolving the issue promptly. After reviewing your complaint, we understand that there might have been a misunderstanding related to our promotional rules, causing inconvenience for you. We deeply regret any unintended inconvenience and are taking immediate steps to rectify the situation. To address your concerns, we have clarified the promotional rules and ensured that customers receive clear information when participating in promotional activities. Thank you once again for your feedback. We hold ourselves to higher standards and are dedicated to delivering improved services in the future.