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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Goddess X.
Hey! Is the delay due to the virus?
Response from FirmooFeb 18, 2020
Hello dear customer, we have experienced some delays in the processing and shipping due to the recent global health emergency declaration. Please rest assured that our processing and shipping have resumed. And we will process the orders according to the order placed time. If you have any other problems, please feel free to contact via email. Thank you!
JP
I understand why there is a mandatory business closures in China, but what I don't understand is why I have to pay the express shipping when they told me there will be a delay for AT LEAST TWO WEEKS! Firmoo should stop advertising 5-7 business days delivery if so, seriously, it is a bummer cause I like the frame so much.Then I emailed them and I got nothing back. I may have to cancel my order if it is taking this long.
Response from FirmooFeb 17, 2020
Hello JP, Sorry for the inconvenience caused. We experienced some delays in the processing and shipping of our orders due to the recent global health emergency declaration. But the good news is that our processing is resumed and we will process the orders according to the order placed time. Normally, for email, we will reply within 24 hours on weekdays and 48 hours on weekends. Would you please kindly check your email inbox as well as the junk folder? We will be appreciated if you could provde us your order number so that we could better solve your problem. Thanks for you understanding. Sincerely, Firmoo Customer Support Team
Temis L.
I order my glasses on January 24, at that time they mentioned it will be a delay of 1 week, ONE WEEK to process my order. I decide to keep going with it, and then on Feb. 3, they send another message saying was another delay, and AFTER that on FEB 11th, They send another email saying was an EXTRA DELAY of TWO WEEKS. That means my order has not been even processed, and they are telling me that if need my glasses urgently, u just should cancel, Now that i have been waiting almost. 3 weeks just to start to process my order. I am very disappointed because i really love the models i got and I really need my prescription Glasses, also they are offering a discount of 60% in my next order, that BTW has a due date on march, can you believed? they are expecting me to buy form them again after that. Logistics are awful in Firmo, and communications its worst, because of all that my glasses that i order in January will be delivered until the beginning of MARCH. This is my last purchase with Firmoo if they dont make it up to me with a better offer.
Response from FirmooFeb 14, 2020
Hello Temis, Sorry for the inconvenience caused. We keep updating our customers with the latest processing and shipping information for the unexpected emergency. That's why you received 3 different dates. Sorry for the trouble. And we will still update the status of your parcel in the future. Besides, the valid time of the coupon we offer is from March because we can process and ship out your parcel very soon at that time. If you want to use the coupon now, we can also help. Our email CSR will contact you via email soon. Please kindly check your email inbox as well as the junk folder. Thanks for you understanding and have a good day! Sincerely, Firmoo Customer Support Team
Regan Marie T.
My rating is solely based on the communication through this website. I have no doubt in my mind the glasses I ordered will be great. However, I ordered my glasses over a week ago and I talked to the customer service person she responded quick and informed me of what I needed to know in regards to my glasses. My issue is that I was also informed that day my glasses would take 2-3 business days for them to be “processed”. My main issue is that I have been waiting for a message saying it was shipped out. I get that things happen and it’s around the new year and there was an illnes (this is what they told me) but I waited over a week and just yesterday they told me my glasses were STILL being processed. That’s right they waited over a week to message me that they were delaying my glasses and that is what frustrates me. I should have been informed of the “Chinese outbreak” and an order delay when I originally had talked to the first person. Or even before a week was up. I’m just annoyed because they waited so long to let me know. Please work on your communication firmoo. I know you have a lot of orders but y’all need to step it up in communication. Thanks.
Response from FirmooFeb 12, 2020
Hello Regan, First of all, thank you so much for your sincere suggestion and feedback. We are sorry for the trouble caused to you. It is our mistake on work to send the email that claimed the parcel was shipped out but actually it was not. We are experiencing shipping delay due to the mandatory temporary business closures in China for the recent global health emergency declaration. We will expedite the processing and shipping once resumed. It would be greatly appreciated if you can wait patiently. But If you need glasses urgently, we can help you cancel the order without any charge. We will try our best to make improvements with your suggestions! Thanks for your trust and support. Sincerely, Firmoo Customer Support Team
Chloe B.
I’m seriously so frustrated with this company right now. I paid for prescription frames BEFORE the new year and STILL have not received them. I sat on their one-on-one customer service application for 2 HOURS and it kept ending the chat before it would even start “due to inactivity.” I’m incredibly frustrated. This feels like a scam. I’m telling everyone to avoid this brand as I am extremely disappointed. DO BETTER
Response from FirmooFeb 12, 2020
Hello Chloe, We are sorry for the inconvenience caused. We are currently experiencing delays with our suppliers, logistics and other related support systems due to the mandatory business closure for the recent global health emergency declaration. We will expedite processing/shipping once resumed. But if you need glasses urgently, we can help you cancel the order without charge so that you can get the glasses at local stores. As for the “due to inactivity", it will happen if customer does not response within 5 minutes. But please rest assured that you can still reply and it is just a kind notice. We will try our best to make improvements and more convenient for you to use! Thanks for your trust and support. Sincerely, Firmoo Customer Support Team
苏琳娜
Thanks Jenifer for your great support!
N. M.
I haven’t received my order in almost one month! I keep getting the run around of some Chinese Holiday as to why my glasses have not shipped yet. Every time they tell me a date, when the day comes it’s delayed further. I will NEVER order from Firmoo again!!!! And I’ll tell everyone I know not to order. It’s ridiculous!! Maurice offered me a shipping refund and I really don’t understand how that’s helpful at all. I paid for the glasses because I NEED the glasses. When I ordered there was no communication of a Chinese Holiday causing a delay. That should have been communicated. At this point, I’ll just cancel my order. I’ll gladly go elsewhere and receive my glasses when I’m told I will.
Response from FirmooFeb 11, 2020
Hello Mckinney, Sorry for the inconvenience. We are currently experiencing delays with our suppliers, logistics and other related support systems due to the mandatory business closure for the recent global health emergency declaration. We will expedite processing/shipping once resumed. The shipping refund was a compensation for you because of the delay. But if you need glasses urgently, we can help you cancel the order without charge so that you can get the glasses at local stores. Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team
Orny M.
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