Emma M.
Beware! Unreliable Prescription and Poor Customer Service - Firmoo Eyewear Review
I recently purchased four pairs of glasses from Firmoo, hoping to find stylish eyewear with accurate prescriptions. However, my experience with this company has been nothing short of disappointing. From incorrect prescriptions to unresponsive customer service, my confidence in Firmoo has been shattered. Upon receiving my order, I noticed that the prescriptions on all four pairs of glasses were incorrect. This was incredibly frustrating, as I had provided accurate and up-to-date prescription details during the order process. The eyewear I received was unusable, leading me to contact Firmoo immediately to address the issue. Unfortunately, getting a response from their customer service was an ordeal in itself. I had to contact them twice before finally receiving a reply. The delay in response time only added to my frustration and left me feeling neglected as a customer. When I finally heard back from Firmoo, they did offer to replace or refund the glasses. However, they insisted that I bear the cost of postage to send the incorrect glasses back to Germany. This response was shocking and unacceptable. The fault clearly lies with their inaccurate prescriptions, and I should not have to incur any additional expenses due to their mistake. My experience with Firmoo has been a complete letdown. The incorrect prescriptions and the subsequent hassle of dealing with their unresponsive customer service have left me thoroughly dissatisfied with this eyewear company. The fact that they expect me to pay for the return postage, even though the mistake was entirely theirs, is unacceptable. I cannot recommend Firmoo to anyone in good conscience. If you value accurate prescriptions and reliable customer service, I urge you to look elsewhere for your eyewear needs. Save yourself the trouble and frustration by choosing a more reputable and customer-oriented eyewear company.
Response from FirmooJul 21, 2023
Apologize for the misunderstanding. We received your exchange request on July 15 and our email customer service contacted you on the same day about the concern via the email registered on our website, but there is no reply (please search Firmoo in the spam folder if you don't see our email). But five days later, you contacted us via another email and our email customer service replied to you within 24 hours. For the incorrect prescription you mentioned, the prescription provided is for distance, so the glasses can't be used for reading. If you want to read, additional power is needed based on your prescription. You can ask our online customer service to prepare shopping cart for you next time to avoid the same issue. For any problem, please feel free to contact us via email, LiveChat, or call center. We will provide a satisfactory solution in accordance with our policy.