FirmooReviews of firmoo.com

Response from FirmooFeb 5, 2021

Hi Chelsea, sorry to hear that. As our email service representative explained, lens thickness is not only related with lens index but also with frame size, frame material, and prescription. Based on your prescription, the email agent provided relevant suggestions like Ultra-Thin Aspheric 1.74 but these suggestions were not applied to the second order. Please kindly consider these suggestions when buying glasses in the future. Though lenses can't be very thin due to the strong prescription, these suggestions can be helpful to some extent. Besides, please kindly understand it's hard for us to exchange it again or process full refund not due to our liability since it's exchanged once. But we can provide a big discount for you to buy a new pair since you are our cherished customer, and we can refund extra money except shipping fee paid in the second order. Please kindly check your email within 24 hours. We totally understand it's not easy to find a perfect pair of glasses online, especially for high prescription. Please feel free to contact our us for any confusion while placing an order. Take care and stay safe.

Response from FirmooFeb 3, 2021

Hi Giselle, sorry to hear that. Upon checking the email records, our email service representative advised you on Feb.1 to check with your neighbors and USPS since the shipping website shows Delivered on Jan.22. Since they didn't know about the parcel as well according to you, we will regard it as lost parcel and take full responsibility. Please kindly check your email for compensation within 24 hours. (You can also email [email protected] about refund, or exchange or remake). Sorry again for the experience. We will try our best to coordinate with USPS to avoid the same issue once there is a chance. Your understanding will be highly appreciated.

Response from FirmooJan 15, 2021

Sorry to hear that. Though all of us don't want to believe what happened around the world, it's true that the pandemic has made serious impact on various aspects of our lives including shipping for so long time. So we put the shipping reminder at Checkout, especially for those who need glasses urgently. Though it's hard to avoid shipping delay at this challenging time, we are still doing our best and will continue to ensure fast shipping as much as possible so that our customers can receive their glasses earlier. Your understanding and patience will be highly appreciated. Besides, if you chose standard shipping, it will take longer than express and may be longer again at this tough time. Can you email us your order no. to [email protected] for better checking your parcel? Please don't worry. No matter it's delayed or lost, we will take full responsibility and offer compensation.

Response from FirmooJan 4, 2021

Thanks for choosing Firmoo. Please kindly try different internet like wifi or data or try different devices if the order page doesn't load since it's usually due to network issue. If still doesn't work, please check whether you logged in different website or different account without order placed. Besides, our lab is in China while customer service representatives are from Philipines, who were selected based on various strict standards including good English. But we will keep conducting comprehensive training so that they can help customers better. Also, sometimes it's not easy to find a suitable pair of glasses online. Please feel free to contact our livechat agents for any help like frame size. But please don't worry if the glasses doesn't fit you. We have 60-day return&exchange warranty policy. Please feel to contact us: Toll free: 1-855-487-6006 (5am - 8pm PST), email: [email protected], livechat:24/7. Take care and stay safe.

Response from FirmooDec 21, 2020

Hi Lisa, sorry for the inconvenience caused by the lost parcel. It is likely caused by the pandemic effect. We were trying to deliver your package in the committed timeframe, but there are still some unpredictable situations or chaos which caused the lost parcel. We appreciate your kind understanding. Moreover, we were looking into your issue. For the remade order, we remade the exact same pair as the lost pair. After we made a comparison of your original prescription script, we found that you offered us the wrong prescription by mistakenly filled the "+" sph value with "-" sph. Plus lenses and minus lenses carry different functions, which give rise to blurry vision. For your concerns, our CSR will contact you with a satisfactory solution very soon. Please check your emails then. Thanks!

Response from FirmooDec 17, 2020

Hi Chloe, Our sincere apologies for the shipping delay caused here. We just double-checked that your package loaded in London and they are prepared to be sent to GB London Delivery Centre. It will reach your address soon. The shipping delay was caused by the pandemic effect. Even though we were trying our best and tried to get it delivered in the committed timeframe, it is still failed due to unexpected and unpredictable situations. For your concerns, we've already refunded you the shipping cost and we can still compensate you with some discounts if you are willing to accept? Thanks for your patience and kind understanding in advance.

Response from FirmooDec 2, 2020

Hi LJ, Our sincere apologies for the inconvenience caused by the conflicting information provided. The confusion caused due to the shipment progress affected by the pandemic. We are trying to deliver your package in the committed timeframe but some unexpected reason causes the delay. However, for your concerns, would you please provide us with your Order No.? Then we could better figure out what happened on your package and give you feedback soon? If the package is lost and cannot be delivered in the committed timeframe, we could fully refund or remake your order and get it shipped out soon. Thanks for your cooperation and patience in advance! Take care and stay safe.

Response from FirmooOct 21, 2020

Hi Jasmine, sorry about that. We have got this investigated and we have already offered you a satisfactory solution and a new order was placed as well. Thanks for your kind feedback and we will make an improvement in the near future. Thanks for your patience. Take care and stay safe.