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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Tilasin kolme tuotetta. Tuotteet eivät koskaan tulleet perille. Useista yhteydenotoista huolimatta minulle tarjottiin naurettavaa alennusta jos tilaisin uudet tuotteet heiltä. Pyysin kuitattua rahtikirjaa, sitäkään en saanut. Huijausta koko firma. Rahoja en saanut koskaan takaisin.
Response from FirmooFeb 25, 2025
Arvoisa Surkeaa toimitusta,
Syvästi pahoittelemme, että ostokokemuksesi jäi tällä kertaa odotustasi alaiseksi. Tiedämme, että viivästyneet tai hukatut lähetykset sekä huono asiakaspalvelu aiheuttavat suurta turhautumista, ja pyydämme siitä vilpittömästi anteeksi.
Tällä hetkellä emme valitettavasti pysty paikallistamaan tilauksesi tietoja järjestelmässämme. Pyydämme, että otat yhteyttä sähköpostitse asiakaspalveluumme osoitteeseen [email protected] ja annat lisätietoja (esim. tilausnumero). Teemme kaikkemme ratkaistaksemme tilanteen nopeasti ja hyväksyttävällä tavalla.
Toimitusnopeus riippuu pitkälti logistiikkayhtiöiden kapasiteetista, mutta jos lähetyksesi viivästyy, korvaamme postikulut. Jos pakettisi katoaa matkalla, takaaamme täyden rahallisen korvauksen. Ymmärrämme, että luotettava toimitus on elintärkeää, ja parhaillaan etsimme uusia kumppaneita nostaaksemme palvelutasoamme entisestään.
Vakuutamme, että emme koskaan laita asiakkaiden kärsiä virheistämme. Oikeudenmukaisuus ja teidän turvallisuutenne ovat prioriteettejamme – emmekä hyväksy yritystoimintaa, joka uhrasi kuluttajien oikeuksia.
Toivomme mahdollisuutta korjata luottamuksenne ja näyttää, että Firmoon arvot ovat enemmän kuin pelkät sanat.
Ystävällisin terveisin,
Firmoo-tiimi
CS
Cappucino Sirius H.
AWFUL!!!
I bought 5 pairs to test them out with my features etc before committing to buying a pair with a prescription. I bought multiple with the understanding that I can return these for a FULL refund.
After struggling to organise sending back multiple pairs, I went to the live chat feature and was told these were to be sent to GERMANY (the glasses originally coming from china!!!). the company is NOT transparent. their live chat is difficult to get working & when it does the people on the other end can't read what you're saying.
It's going to cost me £10-£15 out of my own pocket to return these, I will NOT get a full refund for the glasses either. Absolutely disgusting and i'll just stick with buying my glasses from a reputable, in store opticians and not a very questionable company that ships out from china & asks you to return to Germany. disgusting behaviour.
Response from FirmooFeb 24, 2025
Dear Cappucino,
Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration and inconvenience you’ve experienced. Your satisfaction is our top priority, and we deeply regret that we fell short of your expectations.
At this time, we are unable to locate your order details based on this review. To resolve this matter promptly, kindly contact our dedicated after-sales team at [email protected] with your order information. Rest assured, we will work closely with you to address your concerns and ensure a fair resolution.
To clarify our policies:
- We offer a 60-day hassle-free return/exchange and a 365-day quality warranty for all orders.
- While we currently do not provide a "home try-on" service, our virtual try-on tool is available to help you find styles that suit your preferences.
- All orders are shipped from China to ensure affordability and efficiency. However, returns are processed through our European service hub in Germany for quality analysis and faster resolution.
Most importantly:
- We will fully cover return shipping costs and ensure you receive a full refund for your purchase. You will not bear any financial loss.
We take your feedback seriously and will use this experience to improve transparency in our processes. Our team is committed to putting customers first and protecting your rights at every step.
Please reach out to us via email at your earliest convenience. We are eager to make this right for you.
Thank you for giving us the opportunity to regain your trust.
Sincerely,
Firmoo Customer Care Team
AL
Aldo
Terrible..
Terrible...
Commande passe le 8 Jan. Premier colis perdu.
Ils m'ont faite attende "2 jours de plus" plusieurs fois pour la livraison dans l'espoir qu'elle arrive au lieux de faire un suivi avec le transporteur puisque la commande a priori n'est meme pas partie de Chine... La deuxieme commande etait sensee etre envoye en express, qui n'a pas ete fait et ils annoncent 3 semaines de delais sur le deuxieme colis apres que j'ai du les contacter ca les informations sur le site n'ont pas ete mis a jour... Le support m'explique que c'est ma faute car j'aurais du payer pour une livraison plus rapide sur la deuxieme livraison.... Bref, ils coupent les couts, utilisent des transporteur pas fiables et ne savent pas faire de support client. A eviter sauf si vous etes prets a attendre...
Response from FirmooFeb 24, 2025
Cher Aldo,
Nous tenons à vous présenter nos plus sincères excuses pour la mauvaise expérience que vous avez rencontrée. Votre satisfaction est au cœur de nos priorités, et nous regrettons profondément les désagréments liés à votre commande.
Pour le moment, nous ne parvenons pas à identifier votre commande à partir de votre commentaire. Afin de résoudre ce problème rapidement, nous vous invitons à contacter notre équipe d’assistance par e-mail à [email protected] en fournissant les détails de votre commande. Nous nous engageons à trouver une solution équitable pour vous.
Concernant la livraison :
La rapidité d’acheminement dépend de l’efficacité des transporteurs. En cas de retard prolongé, nous vous proposerons une compensation pour les frais de livraison.
Nous améliorons activement nos services logistiques et collaborerons à l’avenir avec des partenaires plus performants pour garantir des délais plus fiables.
Nous vous assurons que :
Vous ne subirez aucune perte financière. Si des frais supplémentaires ont été engagés en raison des retours ou des retards, nous les prendrons intégralement en charge.
Vos droits et votre confiance restent notre engagement absolu.
Vos retours nous aident à progresser, et nous mettrons tout en œuvre pour regagner votre confiance. N’hésitez pas à nous écrire à l’adresse indiquée afin que nous puissions résoudre cette situation sans délai.
Cordialement,
L’Équipe Clientèle Firmoo
LC
Louis C.
Cheap for a reason
Usually use glasses direct, however their prices have tripled since my last order.
The glasses from Firmoo looked nothing like they did in the picture, and I'm pretty sure the prescription isn't right either.
Delivery took about 10 days too.
Cheap for a reason, will be going back to glasses direct.
Response from FirmooFeb 19, 2025
Dear Louis,
Thank you for sharing your feedback with us. We’re very sorry to hear that your experience with Firmoo was not satisfactory, and we sincerely apologize for the inconvenience caused.
Regarding the differences between the product image and the actual glasses, we would like to explain that variations can sometimes occur due to differences in electronic screen resolutions, lighting conditions, and background settings. While we strive to ensure that our product images are as accurate as possible, these factors can occasionally lead to slight discrepancies in appearance.
As for the delivery delay, we understand how important timely delivery is to our customers. Please note that delivery times can vary depending on the efficiency of the logistics provider. In cases where delays occur, we offer compensation for shipping fees to help mitigate the inconvenience. We are also continuously working to optimize our logistics services and are exploring partnerships with more reliable carriers to improve delivery efficiency.
We take your concerns very seriously and are committed to making this right. Our customer service team will reach out to you via email at [email protected] to discuss a solution tailored to your needs. We are here to help and will work diligently to resolve this issue to your satisfaction.
Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We value your feedback and are dedicated to improving your experience with Firmoo.
Best regards,
Firmoo Customer Service Team
CU
customer
Extremely disappointing experience!
What started as a promising experience with Firmoo quickly turned into a two-month ordeal of terrible customer service, zero accountability, and financial loss.
1) My first pair didn’t suit my face, but Firmoo asked me to keep them as a “gift.”
2) Trusting their service, I spent more on a second pair with higher index 1.60 lenses for thinner, better-quality glasses.
3) However, the second pair was completely unusable—the lenses were far thicker than the lower 1.56 index ones in the first pair and gave me headaches.
4) When I questioned how this was logically possible, Firmoo offered no explanation and took no accountability. Instead, I was strung along with hollow apologies and endless emails but no real resolution.
5) They then asked me to return BOTH pairs—including the “gift”—which was unprofessional and discourteous.
6) I had to pay out of my pocket to return both pairs to their Germany warehouse, but Firmoo refused to acknowledge the physical strain or cost. Instead of fixing their mistake, they offered a £50 coupon with restrictions (shipping not covered, no guarantee of thinner lenses), which didn’t justify everything I went through.
7) After over a month of frustrating back-and-forth emails, I was forced to refuse the coupon and accept a refund that still left me at a FINANCIAL LOSS—and WITHOUT ANY GLASSES!
It feels like I was penalized for trusting Firmoo in the first place. They do not stand by their products, and I strongly advise against purchasing from them.
Response from FirmooFeb 5, 2025
Dear Customer,
We are truly sorry to hear about your disappointing experience with Firmoo. It was never our intention to cause you such frustration and inconvenience. We sincerely apologize for the poor service you received and the financial loss you have suffered.
We have reviewed your feedback and would like to address your concerns. First, we want to clarify that we offer a 60-day return and exchange policy as well as a 365-day warranty on our products. These policies are in place to ensure our customers are satisfied with their purchases.
Regarding the issues you mentioned with the glasses, it's important to note that the thickness of lenses can be influenced by several factors, including the size of the frame, the strength of the prescription, and the refractive index of the lenses. While we strive to provide accurate information and high-quality products, we understand that sometimes things may not go as planned.
We would like to offer you some tips for selecting frames. When choosing a frame, consider the shape of your face and the size of the frame relative to your face. A well-fitted frame can enhance the appearance and comfort of your glasses. Additionally, discussing your prescription and lens preferences with our customer service team can help us better understand your needs and provide more suitable recommendations.
To resolve your current situation, we would like to take responsibility and make things right. We kindly ask you to return the glasses that did not meet your expectations. Once we receive the returned items, we will conduct a thorough analysis to understand the cause of the discomfort you experienced. This will help us improve our service and product quality in the future.
Moreover, we will cover the return shipping costs to ensure you do not incur any additional expenses. We want to assure you that we will work diligently to resolve this matter to your satisfaction and ensure that you are not left at a financial loss.
Again, we deeply apologize for the inconvenience and frustration you have faced. We value your feedback and are committed to making improvements based on your experience. We hope you will give us another chance to serve you better in the future.
Thank you for bringing this to our attention.
Best regards,
Firmoo Customer Service Team
TI
Timc
Glasses gradually fell apart....
Bought 3 pairs and they did not last. Cheap quality which is demonstrated by how light and flimsy they are. I contacted the company but they were not really interested.
I would not recommend albeit they are cheap...it's for a reason!
Response from FirmooFeb 3, 2025
Dear TimC,
Thank you for sharing your concerns with us. We are truly sorry to hear about your experience with our glasses. It is disappointing to hear that the products did not meet your expectations, and we sincerely apologize for any inconvenience caused.
Firstly, I would like to assure you that we take your feedback very seriously. We are unable to locate your order at the moment, but we are committed to resolving this issue for you. Please know that all our products go through strict quality control processes to ensure they meet our high standards.
We also want to remind you that we offer a 60-day return and exchange policy as well as a 365-day warranty on our products。If you are not satisfied with your purchase, you can contact our customer service team via [email protected] to discuss a solution. Our team will work with you to find the best way to resolve this issue.
Once again, we apologize for the inconvenience and any frustration this may have caused. Your satisfaction is our top priority, and we will do everything we can to make it right.
Best regards,
Firmoo Customer Service Team
CA
Chloe A.
Strange, bad glasses!
After having read multiple reviews with similar experiences I can safely say I won't be reordering from Firmoo despite the resolution from customer service which offered to refund my order.
When receiving my glasses (two pairs) both were not as they looked on the screen in terms of colour.
Excited to try them on, I got an instant headache and felt incredibly sick. It felt as though the lenses were "zoomed in" and incredibly blurry when moving my eyes.
When speaking to a customer service representative they told me that I had "uploaded my prescription wrong". They then sent me two photos, a screenshot of the information I had typed in (which was correct) and then a random prescription that was clearly written in another country with different numbers on it. They continued to then tell me it was my prescription, and therefore the reason the glasses were faulty was because of myself! When asking where the photograph of the prescription came from (a foreign prescription) they were adamant that I had uploaded it!
Once they agreed to send me a refund, the customer service implied they didn't believe it wasn't my prescription and to send them evidence of my own... despite it being clear the prescription was from a different country, and the error was NOT a from the information that I had given them.
Hopefully the refund will be received with no issues but I seriously wouldn't order anything from this site again knowing a) they used someone else's prescription and b) they continued to tell me that it was my own. All in all, very strange waste of time.
I was optimistic having seen all over social media and wanting a more affordable option, but now I'll be returning to local opticians.
Response from FirmooJan 24, 2025
Dear Chloe,
We are truly sorry to hear about your negative experience and would like to offer our sincere apologies for any inconvenience you have faced. We understand how frustrating it can be when new glasses do not meet your expectations, and we want to assure you that we take your feedback very seriously.
Firstly, we want to remind you that we offer a 60-day return and exchange policy, as well as a 365-day warranty on our products. This means that if you are not satisfied with your glasses for any reason, you have the option to return or exchange them within 60 days of receiving your order. Additionally, our 365-day warranty covers any potential defects in materials or workmanship, ensuring that you are protected in the long term.
Regarding the discomfort you experienced when trying on your new glasses, it is not uncommon for some individuals to feel a slight headache or blurriness when first wearing new prescription lenses. This can be due to the eyes adjusting to the new prescription or the lenses' characteristics. However, we understand that the intensity of your discomfort was significant, and we are committed to resolving this issue to your satisfaction.
We would like to emphasize that our customer service team always strives to be factual and fair in our interactions with customers. We never want any customer to feel that they are being unfairly blamed or held responsible for issues that are not their fault. Our goal is to ensure that every customer is satisfied and that no one bears unnecessary losses.
We regret to hear that we were unable to locate your order. In order to better assist you and address your after-sales concerns, we strongly recommend that you contact our customer service team at [email protected]. Our team will be more than happy to work with you to find a resolution that meets your needs and ensures that you are completely satisfied with our service.
Once again, we apologize for the inconvenience and any frustration this experience may have caused you. We value your business and hope to have the opportunity to make things right.
Best regards,
Firmoo Customer Service Team
SG
Stella G.
A me sembra tutta una finta
A me sembra tutta una finta, gli occhiali ordinati non vengono consegnati!! La mia esperienza di acquisto è molto negativa.
Response from FirmooJan 24, 2025
Egregio/a Stella Gold,
Grazie per aver condiviso la Sua esperienza con noi. Mi dispiace molto sapere che non ha ricevuto gli occhiali ordinati e che la Sua esperienza di acquisto sia stata negativa.
Vorrei chiarire che il tempo di consegna degli ordini comprende sia il tempo di elaborazione degli occhiali, che varia a seconda della prescrizione e della montatura scelta, sia il tempo di trasporto. Come indicato nella pagina del nostro sito https://www.firmoo.it/help-p-769.shtml, ci impegniamo a garantire la qualità e la tempestività della consegna.
Se il Suo indirizzo è corretto e non ha ricevuto il pacchetto entro l'ETA (stima del tempo di arrivo), Le garantiamo un rimborso integrale. Non vorremmo mai che Lei subisse alcuna perdita.
Attualmente non siamo in grado di localizzare il Suo ordine, quindi Le consigliamo di contattare il nostro team di assistenza clienti all'indirizzo email [email protected] per discutere di un piano di risarcimento.
Grazie per la Sua comprensione e ci scusiamo ancora per il disagio causato.
Cordiali saluti,
Team del servizio clienti Firmoo
