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.
Visiblement on ne peut pas me livrer pcq je vie au Danemark mais que j'ai un numéro de téléphone français... C'est incompréhensible... On m'envoie des mails en espagnol alors que je parle en français depuis le début et on m'appelle Nathalie alors que ce n'est pas du tout mon prénom...
Response from FirmooFeb 24, 2023
Nous nous en excusons. Selon le coursier, ils ne peuvent pas passer d'appel international pour la livraison, un numéro de téléphone local est donc nécessaire. Votre compréhension sera appréciée. Pour la langue et le nom erronés, nous nous excusons sincèrement pour l'erreur commise accidentellement. Nous organiserons une formation plus stricte pour notre service client afin d'éviter de telles erreurs de base à l'avenir. Merci pour vos commentaires. Prenez soin de vous et restez en sécurité.
LE
Leonard
Spent over $100 dollars for prescription glasses at firmoo…
Spent over $100 dollars for formal prescription glasses thinking I was getting a deal never bought glasses before and the prescription glasses “lens” are plexiglass I didn’t realize it first but they kept getting greasy like and they sure seem like they sent me a bunch of plastic; not what I thought I was getting and not satisfied after explaining to the receptionist and neither that individual nor the chat person was letting on that it was not real glass after I inquired I could have paid for real glasses elsewhere and still have to do so because they leave a mark on my nose unlike anything I have experienced. Do not get the flip on clip ones unless you want to be angry when you get your glasses also. But hey, what can I tell you, except these glasses was referred to me by a family member because I had seen my granddaughter with a pair and inquired and I think she looked amazing with her glasses on but now I realize she was just a kid and the person who got them for her was being cheap. I personally would not recommend firmoo glasses for a prescription but if must and on a budget go for the real thing somewhere else, like a real eye glass location which is what I have to do now. Because these glass frame look good but these plastic lens are hard to keep clean. The whole thing is also made of plastic.
Response from FirmooFeb 20, 2023
Hi Leonard, we apologize for the experience. Don't worry. We have a friendly return&exchange warranty. Here is our policy for your reference: https://www.firmoo.com/help-p-73.shtml
Actually, different lens types, different materials. We have Resin, Superflex, Polycarbonate, and Trivex. Such lenses are lightweight but actually durable. To make lenses easier to be cleaned, it's suggested to choose Oil-resistant Coating. If there is no coating, it's easier to get dirty but hard to be cleaned.
Honestly, it's hard to avoid marks on people's noses when wearing glasses. But lightweight frames are recommended to avoid deep marks.
You can feel free to contact our Livechat customer service for any help.
AB
Alessia B.
Non arrivati!
Ho ordinato un mese fa i miei occhiali,il tracking mi dice che gli occhiali sono stati consegnati ma nessuno mi ha consegnato niente!
Ho scritto all’assistenza ma anche loro vedono consegnato e stanno cercando di capire ancora adesso come mai.
Per il momento pessima esperienza.
Response from FirmooJan 26, 2023
Gentile cliente, ci scusiamo sinceramente per la sua esperienza e per l'inconveniente causato. Ti aiuteremo sicuramente a indagare e ti offriremo una soluzione soddisfacente in caso di pacco smarrito confermato. Ti saremmo grati se potessi contattarci con il numero dell'ordine tramite Livechat o e-mail ([email protected]) per risolvere il problema. Grazie per la pazienza e il supporto. Attendiamo un vostro riscontro.
MC
Mc
malgré l'envoie de la prescription les…
malgré l'envoie de la prescription les verres progressifs ne sont pas conformes apres discution ils me disent de prendre des mesures désolé je ne suis pas opticien dommage monture apparament de bonne qualité je déconseille si vous n êtes pas un pro de l'optique attention retour a votre charge
Response from FirmooJan 24, 2023
Merci pour vos commentaires. Nous sommes désolés de ce qui vous est arrivé. Firmoo se soucie beaucoup de l'expérience client.
Étant donné que nous ne pouvons pas localiser votre commande, veuillez contacter notre service client via le chat en direct ou par e-mail ([email protected]) pour un assistant supplémentaire. Merci encore.
MR
Mia R.
I've been using this company for years…
I've been using this company for years with no issues and I love the product. Recently I had to use customer service for the first time. They treated me as if I'm a dumb alien that's never used glasses before. Ignorantly suggesting things with no knowledge of customer history or understanding themselves of how glasses work. The glasses literally were making me cross eyed. Something about how the lenses were made made them unwearable. They took my money and can not process my order for new glasses. They have not even refunded me at least. When all I wanted was a repair. Not even a refund. It seems they were solely focused on keeping my money instead of helping me.
Response from FirmooJan 20, 2023
Hi Mia. We apologize for your experience. If a pair of glasses doesn't work, there may be many factors. Usually, to avoid the same issue in the future, our customer service will help customers analyze the root cause. Different frame styles might be the reasons as well. If the position of a frame is different from your suitable pair or if the frame is without adjustable nosepads while your suitable pair is different, it may cause comfort issues since the distance between your eyes and the glasses is different. It's usually hard for some people to get used to these differences, even slight ones. As the same frame was ordered in this exchange order and we are still verifying the root cause of the issue, we put the order on hold temporarily. Hope you could understand it. If you prefer the refund instead of exchange coupon, please feel free to let us know. We will respect your decision and issue the refund instead. Thank you.
LU
Luana
Pessima!
Ho ordinato due paio di occhiali il 22 ottobre in occasione del Black Friday e ad oggi ancora mi stanno rispondendo che ci vorrà ancora del tempo per inviarli
Sono vergognosi non si meritano nemmeno una stella
Sono sola da denuncia!
Response from FirmooDec 17, 2022
Mi dispiace sentirlo. Puoi inviare il numero dell'ordine alla nostra e-mail o Livechat? Per favore non preoccuparti. Verificheremo seriamente. Se è davvero perso e per errore del corriere, ci assumeremo la responsabilità e forniremo una soluzione soddisfacente. Grazie e abbi cura di te
AA
Aboo A.
Avoid
My frames from Firmoo were not as they were made out to be online. I'm not able to return as I need to pay for them to be shipped again. Also, the delivery time-scale is pretty long.
A waste of my money.
Response from FirmooOct 4, 2022
Hi Aboo Aboobaker, sorry for the inconvenience. If you do not like the frame style or if the frame size does not fit you, we can help to return or exchange within 30 days of receipt. You just need to pay the shipping fee for exchange.
The standard shipping to the UK will take 10 to 15 business days after processing. If you need the glasses urgently, you can have a try with Express shipping, which will take 5 to 7 business days after processing. Hope you could understand.
If any issue with your glasses, you can submit a return/exchange request in your account or contact our customer service via Live Chat. We will try our best to solve the issue. We will never let you take any loss!
Have a nice day!
MG
M.Gil
Ich wollte eine Brille zurückgeben
Ich wollte eine Brille zurückgeben, die vom Sichtfeld unscharf sich aus wirkt, andere Brillen von dem gleichen Shop haben diese Einschränkung nicht.
Man ist darauf überhaupt nicht eingegangen und hat Ausreden und Ausflüchte gefunden und in Emails verpackt, bis mir nach etlichen Emails ein Rabatt angeboten wurde. Diesen wollte ich auf eine aktuelle Bestellung anrechen lassen und wieder Ausreden das ginge nicht usw. etc. pepe. Ich habe einige Brillen bei Firmoo bestellt weil ich den Preis und die Brillen gut fand, aber nach dieser Erfahrung werde ich wieder bei der Konkurrenz bestellen. Vielen Dank
Response from FirmooSep 27, 2022
Hallo M.Gil. Es tut uns sehr leid, dass die Brille Ihren Erwartungen nicht entspricht. Wenn es um den Sehkomfort geht, helfen wir unseren Kunden, die Ursache des Problems herauszufinden, um dies in Zukunft zu vermeiden. Wir entschuldigen uns für die dadurch entstandenen Unannehmlichkeiten. Jede Bestellung kann einmalig zurückgesandt/umgetauscht werden. Nach Überprüfung wurde diese Bestellung in März geliefert und war die Umtauschbestellung von einer ursprünglichen Bestellung. Deshalb ist diese Bestellung nicht für eine weitere Rückgabe und einen weiteren Umtausch berechtigt. Außerdem wird der Rabattcode nur einmal pro Bestellung angewendet. Bei Ihrer neuen Bestellung wurde schon ein Rabattcode benutzt, ein zweiter Rabattcode ist daher nicht mehr einlösbar. Bitte haben Sie Verständnis dafür. Falls Sie Fragen oder Unklarheit haben, kontaktieren Sie bitte uns. Wir stehen Ihnen gerne zur Verfügung: Livechat(24/7). Danke.
