FirmooReviews of firmoo.com

Response from FirmooFeb 8, 2020

Hello Vickie, we are sorry that orders placed during Jan. 19 to Feb. 10 may experience shipping delay due to holidays. Please kindly check the order confirmation email and the check out page. After checking, your glasses was finished processing and packaged well. Pls don't worry. We will expedite the shipping once it is resumed. Also, to express our apologies, we would like to offer you a refund of half shipping cost. Our email CSR will contact you via email soon. Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team

Response from FirmooJan 31, 2020

Dear customer, We looked into your order and found that you missed checking or did not check the anti-reflective coating option successfully while placing the order, so the anti-reflective coating is not added to your lenses. Unsatisfied products can be exchanged or refunded within 30 days of receiving, only shipping fee could be applied. Your kind understanding could be highly appreciated. Moreover, your exclusive CSR will get your order refunded, please check your emails later. Thanks! Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team

Response from FirmooJan 29, 2020

Dear customer, We are really sorry for the unhappy shopping experience. We understand this must be very frustrating if you have not received a reply from us. Our return & exchange policy guarantees our customers will get satisfactory products and services. We will never let our customers take any loss when an exchange or return products if it's Firmoo's liability. Could you please tell us your order number so that we can investigate the issue or you could LiveChat us through 5am-8pm PST ? We are looking forward to your reply! Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team

Response from FirmooJan 7, 2020

Hi friend, we are really sorry to hear that. Sometimes change of nose pads will cause discomfort like dizzy or blurry vision due to the change between the distance from the eyes to the glasses. That's why the customer service tried to check that. But what you provided here is very helpful for us to analyze the issue. Thanks. In order to find the root cause and provide a satisfactory solution, can you tell us the order no.? Pls don't worry. If it's confirmed due to Firmoo, we will definitely take full responsibility to issue full refund to you. Thanks for you understanding and support. You can also contact us via: 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 (Everyday, 5 a.m.-8 p.m. PST.) Happy holiday!

Response from FirmooDec 19, 2019

Dear James, We are really sorry for the inconvenience caused. We understand this must be very frustrating. The working time of our phone call customer service representative is 7am - 4pm PST everyday. Please kindly make the phone call during this period. As for email, our CSR will reply within 24 hours on weekdays and 48 hours on weekends. Would you please check the email inbox as well as the junk folder? If you still haven't found the emails after checking, you can also contact our Live Chat (Everyday, 5 a.m.-8 p.m. PST.). Your delicated CSR will give you a satisfying solution. Please do not worry. We will not let you take any loss. Would you please kindly tell us your order number ? We will help you to deal with the issue as soon as possible! Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team

Response from FirmooDec 10, 2019

Hi HP, so sorry to hear that. Can you tell us the order no. for better checking? Pls don't worry. We will give you a satisfactory reply after checking. Besides, we will take your feedback seriously to make improvements including handling time. For faster reply, you can also contact us by Email: [email protected] (Reply within 24 hours on weekdays and 48 hours on weekends)/Toll Free: 1-855-487-6006 (Everyday, 7a.m.-4 p.m. PST.) / Live Chat: Start a live chat (Everyday, 5 a.m.-8 p.m. PST.)

Response from FirmooNov 12, 2019

Hello Michelle, We are so sorry for the misunderstanding. We have received your self service request, and we are trying to solve your problem. For paypal, the money will be frozen when you raised a dispute about the order. Please do not worry, we will provide you coupon/refund for you to choose when you cancel the dispute according to our policy. Please be assured that we will be responsible for your order and we will never let you take any loss. Thanks for your trust and support. Sincerely, Firmoo Customer Support Team

Response from FirmooOct 1, 2019

Dear Emily, We are really sorry for the inconvenience caused. We understand this must be very frustrating. But do not worry. We will not let you take any loss. If any delay for your order, we will make a compensation. If your package gets lost during transportation, we can remake the glasse and ship it to you for free or if you don't want the glasses, we could offer you a full refund. Please feel free to contact us by sending email to [email protected]. Your delicated CSR will give you a satisfying solution. Thanks for your trust and support. We will try our best to make improvements. Sincerely, Firmoo Customer Support Team