FirmooFirmoo 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.
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Caroline M.
Firmoo are the most amazing company to shop with. I made a mistake with my prescription & the refund process could not have been easier. I have to thank Shandee for being so patient & clear, & genuinely just lovely to talk to. I can’t recommend them enough, they make top tier quality glasses & have the BEST customer service.
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EXCELLENT SERVICE.
Poo
💩💩💩💩💩💩💩💩💩💩💩💩
Response from FirmooFeb 27, 2020
Hi, We do not know what you have experienced. If there is any problem with our eyeglasses or service, hope you can share with us. We are always glad to hear the voice from our customers. That's very important for us to improve our products and service. You can contact us by the following ways. Email: [email protected] (Reply within 24 hours on weekdays and 48 hours on weekends) Toll Free: 1-855-487-6006 (Everyday, 7 a.m.-4 p.m. PST.) Live Chat: Start a live chat on our website (Everyday, 5 a.m.-8 p.m. PST.) Please rest assured that we will try our best to help you. Looking forward to hear from you. Sincerely, Firmoo CS Manager
Sabrina M.
Although you had some complications with orders these upcoming days, your employee Jeniffer was very helpful and tried her best to give the best service possible. She is very kind and always replies to my queries very efficiently. Keep it up😀
Fauve De L.
4 paires de lunettes de chez eux payer 30 euro et je l’es préfère largement à ma paire que j’ai payer 250 euro j’ai un opticien elles sont légère elle tienne bien sûr le nez
reia A.
This review is solely based on my customer service experience with Firmoo, Fema is the name of the person I have been in contact with. I ordered 2 pairs of glasses with special tints on February 1. It was taking a long time to process, and I was wondering why until February 11 I received an email from Firmoo about their 1-2 week shipping delay due to the health emergency situation in China. I completely understand that is not in their control, of course I am impatient but I totally understand. In the email they said they will try their best to compensate and find a solution, and even offered if I wanted to cancel my order free of charge (10 days after I placed it) so I think they are doing the best they can with the given situation. Anyway, I ended up changing my mind on one of the frames and wanted my tint removed from the 2nd pair. I emailed Firmoo if I could cancel my order and order something else and they replied within a day or so to tell me that is totally fine. They did not charge me this cancellation fee for wanting to change my glasses 11 days after ordering. I greatly appreciated that. So 2 days ago I emailed again to ask how my glasses were doing as the date kept getting pushed back, and Fema again replied promptly and without my asking, she refunded me the shipping fee completely, and today on a SATURDAY I see they have now shipped them. Please don't listen to all these recent bad reviews, I think that Firmoo is doing their best with the situation and I am very happy with the customer service and help I have received, it's very clear they care about their customers. I am happy I ordered from them and I am excited to get my glasses, even though I have not yet received them, I am confident that if I have an issue upon receiving them that they will take care of me at no loss to myself. They are solid, I'm impressed and will recommend to my friends and family. Thanks Firmoo and thank you Fema. **edit - Also I see the review under mine claims that Firmoo is not telling people on the website of the delay or that they are based in china? This is not true, I have seen them update on their website about delays with time frames, I also have always understood the glasses are coming from China and that obviously the global health emergency they are referring to is the coronavirus issue. They were never vague about this or hid any of this information. This person does not know what they are talking about.
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Make changes to your website based on the inability to ship out products. Someone should sue for false advertisement and a lack of communication prior to the sales based on the global health emergency restrictions. ALSO STOP BEING SO VAGUE, we all know you are located in CHINA, and are dealing with the Coronavirus. No need to evade from sharing relevant details. Response to reply: I have not seen any posting outside of the emails you’ve sent via your website. Don’t make false statements on review sites. This company should be ashamed.
Response from FirmooFeb 19, 2020
Hello Mcfluffynips, Thank you for posting this review. We are sorry for the delay caused by the mandatory temporary business closures in China. And we have posted the delay notification from the beginning. Also, we tried our best to update the information to our customers via email cause we knew our customers were worried about the status of their order. Now our processing and shipping have resumed. Please rest assured that we will process and ship out the orders as soon as possible. If you have any other questions, please feel free to contact us via email or Live Chat. Thanks for your trust and support. Sincerely, Firmoo Customer Support Team
Gakei C.
I purchased two different frame styles. One came amazing and the other had a temple length that was too long for me. When I emailed them to see if I can get an exchange, they kindly responded the next day and issued me credit refund. Not only that, they allowed me to keep what I originally had as a backup. Amazing!
