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.
Score
This company cannot pay to remove reviews or change its score.
TERRIBLE shipping experience. I am still waiting for my order! I was told my order would be delivered on or before August 23 and guess what? My order is still in CHINA!!! Every time the tracking updates it shows my order is in a different warehouse in CHINA!!! How on earth does one order move from warehouse to warehouse in China?! FIRMOO should realize that this is serious. People need their prescriptions and they should make use of reliable companies to courier!!!
Response from FirmooAug 24, 2023
We apologize for that. Our email customer service will provide the shipping delay compensation within 24 hours. Please search Firmoo in the spam folder if you do not see our email. Also, we will expedite shipping with the courier to deliver your glasses as early as we can. Your patience and understanding will be appreciated.
CU
Customer
Not everything is rosy
Bought 2 pairs. One fits perfectly, other one was tight so spoke to Firmoo to arrange return. Bec I used a voucher, they made me jump through hoops - 2 chat agents, multiple back & forth via emails and couple of photos of the glasses after - still NO resolution. Buy from eyedirect or other online brands with 14 day free returns for whatever reason. With Firmoo's return policy you run the risk of buying something online based on just photos and getting stuck with it!
Aug 13: What a Rubbish response below. Charge a restocking fee or return fee if you must but it's an online order, you have to allow for reasonable mismatches - you don't get to say - oops second time it doesn't fit you - out of luck, your money down the drain now! If the point was to redeem yourself with this reply, you just made it worst!
Response from FirmooAug 14, 2023
Sorry to hear that. Please be reminded that one order can only be refunded or exchanged once within the 60-day Return and Exchange Warranty (you can check more details here https://www.firmoo.co.uk/help-p-213.shtml). Upon checking, we provided an exchange coupon for you since that pair didn't fit you and you used the exchange coupon to place a new order but the glasses still don't fit you. In such a case, it's really hard for us to exchange or refund it again. We understand that it's not easy to buy a perfect pair online. You can feel free to contact our online customer service for recommendations or click the link for size tips: https://www.firmoo.co.uk/help-p-167.shtml
Update:
We understand your frustration as well as the inconvenience caused by frame size issues for online shopping. That's why we provide tips in the Help Center about how to find a perfect frame online. Customers can refer to those tips before placing orders to avoid relevant after-sale issues and will be also reminded of those tips if they want to exchange or refund because the glasses don't fit. Some customers also contact our online customer service for frame recommendations. In these ways, customers usually find their perfect frames finally. However, if customers tried these ways but the glasses still didn't fit, customers would be allowed to exchange or refund again. For your case, please kindly PM us via Twitter. Let's check if there is a better solution. Thanks and take care.
LF
lorena fortuny C.
me han estafado
compré unas gafas por algo más de 40 €, envié la receta de la optica que hacia poco más de un mes me habian hecho con otras gafas de las que veía perfectamente pero queria un par de recambio y al ver firmoo me pareció interesante, el problema es que al recibir las gafas se ve totalmente borroso, como si fuera plástico en lugar de cristal, me pongo en contacto con ellos y me hacen un cambio por otras que al recibir tenia el mismo problema veo totalmente borroso, a lo que me dicen que soy yo que necesito esperan un poco para que las gafas se acoplen a mi vista ( son gafas monofocales) el caso que pido el reembolso por que me parece una estafa y me dice que las devuelva a firmoo de alemania y que me haga cargo de los gastos de envio, por lo que no se si me sale rentable o voy a gastar mas en enviarlas o en los 40 que me costaron las gafas por lo que no me fio si las envio y pago el transporte y luego no me hagan ni el reembolso ya que no me inspiran ninguna confianza me es casi imposible que mandando una receta reciente me manden 2 gafas y que en las 2 sean inservibles. no recomiendo para nada esta tienda, no es fiable.
Response from FirmooAug 11, 2023
Pedimos disculpas por las molestias. Al verificar, se ingresaron valores de Esfera incorrectos para el primer pedido. Para el segundo orden, el símbolo de la Esfera debe ser positivo, no negativo. Por favor, consulte con el médico. En realidad, nuestro cliente de correo electrónico proporcionó la explicación y las soluciones, cambio o reembolso, el 8 de agosto. Le darán seguimiento dentro de las 24 horas nuevamente. Busque Firmoo en la carpeta de correo no deseado si no ve nuestro correo electrónico. Gracias y cuidate.
SN
Soilihi N.
J’ai déjà acheté dans le site tous se…
J’ai déjà acheté dans le site tous se passer très bien. J’ai recommandé le 7 août et aux final j’ai annulé la commande mais ils m’on quand même facturé. Quand je les contacte, ils me demande le relevé bancaire et je donne. Pour ne pas me rembourser ils inventent une date du 8 août alors que c’est le 7 août. C’est hallucinant de telles choses juste pour ne pas me rembourser. C’est un magasin que j’adore mais pas cette politique de non remboursement.! Plus jamais 👎 je ne recommanderais chez eux. Je les boycotte. Faites attention à pas vous faire avoir comme moi. Et bien j’ai les captures de la conversation avec le service client. Je vais porter plainte
Response from FirmooAug 10, 2023
Salut mon cher, désolé d'entendre ça. Le remboursement a bien été traité le jour même de l'annulation de la commande, mais il n'a pas abouti en raison d'un problème de système bancaire et nous n'en avons pas été informés. Mais ne vous inquiétez pas. Nous exhortons la banque à traiter le remboursement dès que possible. S'il y a une mise à jour, nous vous contacterons par e-mail. Merci pour votre patience.
HJ
Hans J.
Trotz Express Gebühren von fast 8 Euro…
Trotz Express Gebühren von fast 8 Euro leider nach 15 Tagen immer noch nicht eine Brille im Sicht
Das Geld ist wahrscheinlich in den Sand gesetzt.
Kaltes Wasser drüber.
Response from FirmooJul 21, 2023
Entschuldigen Sie sich dafür. Bei der Überprüfung wurde festgestellt, dass das Paket am 14. Juli zugestellt wurde. Wir fragen uns, ob Sie sich umgesehen und beim Kurier nachgefragt haben. Unser E-Mail-Kundendienst wird Sie innerhalb von 24 Stunden bezüglich des Anliegens kontaktieren. Bei Verlust übernehmen wir die Verantwortung und bieten eine zufriedenstellende Lösung. Bitte suchen Sie im Spam-Ordner nach Firmoo, wenn Sie unsere E-Mail nicht sehen. Danke für Ihre Geduld.
EM
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.
WD
W. D.
Erste und letzte Bestellung
Lange Lieferzeit Brillengestell ganz einfach, dazu noch falsche Gläser .
Können Sehpass nicht verstehen .Nicht zu empfehlen!!! Keine Rückgabe, nur tausende Emails mit Fragen
Response from FirmooJul 17, 2023
Entschuldigung dafür. Wenn eine Brille nicht funktioniert, stellen wir in der Regel einige Fragen, um Kunden bei der Analyse der Grundursache zu helfen und das gleiche Problem zu vermeiden. Bei der Prüfung Ihrer Bestellung wurde festgestellt, dass die neueste Zusatzleistung nicht mitgeliefert wurde, sodass die Brille nicht zum Lesen verwendet werden kann. Beim nächsten Mal können Sie unseren Online-Kundendienst bitten, den Warenkorb für Sie vorzubereiten. Für diese Bestellung hat unser E-Mail-Kundendienst den Betrag gemäß unserer Rückgabe- und Umtauschrichtlinie bereits erstattet. Der Versand per Express nach Deutschland dauert 8-14 Tage nach der Bestellung. Ihre Bestellung wurde am 13. Juni aufgegeben und am 26. Juni innerhalb der versprochenen Zeit geliefert.
JA
Javier
Promoción de mentira
Ponen una promoción de gafas graduadas gratis con montura y cristales para el primer pedido y luego cancelan sin ningún motivo. Suena a estafa de promoción gratuita para atraer visitas.
Response from FirmooJul 17, 2023
Lamento escuchar eso. Esta promoción es de hecho una oferta especial por tiempo limitado para nuevos clientes. Cada persona sólo podrá realizar un pedido con dicha promoción. Para aquellos que realicen varios pedidos con la misma receta, solo se conservará y procesará el último pedido. Pedimos disculpas por las molestias y esperamos que pueda entender amablemente. También se envió un correo electrónico. Busque Firmoo en la carpeta de correo no deseado si no ve nuestro correo electrónico.
