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
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Ho ordinato i miei occhiali e dopo due settimane non erano ancora nemmeno stati presi in consegna dalla DHL. Ho chiesto spiegazioni e hanno inventato un sacco di scuse. Gli occhiali non sono mai arrivati. Chiesto il rimborso.
Response from FirmooApr 21, 2019
Veramente dispiaciuto per l'inconveniente. La spedizione DHL recentemente è stata leggermente ritardata a causa di sdoganamento personalizzato. Ed è stato rilasciato dall'agenzia di liquidazione. I pacchi sono in transito e alcuni di essi sono stati consegnati. Hai ricevuto il tuo ordine? Potresti inviarci il tuo numero d'ordine o il nome che hai inserito nel tuo ordine? In modo che potessimo controllare il problema. Nessun problema. In caso di problemi, provvederemo a compensare la perdita! Non ti lasceremo mai prendere alcuna perdita!
LY
Lynn
Worst customer service
This whole ordeal has been super frustrating. I got my glasses and the script is wrong. I contact customer service three times and they keep telling me I'm supposed to get an email in 24hrs. It's now 96hrs later! Guess what?! Still no response and now I'm stuck with two glasses that I can't see out of🤬 I should've went to Costco....
Response from FirmooApr 4, 2019
Hi Lynn,
Sorry for any inconvenience. We reply emails within 24 hours on weekdays and 48 hours on weekends. If you do not receive our reply, please check your spam box.
It's very easy to exchange or return. Please log in your account center to apply for the exchange&return. Once we received your request, your exclusive CSR will email you to solve the issue.
You can also contact us via the LiveChat or phone.
Toll Free: 1-855-487-6006 (Everyday, 7 a.m.-5 p.m. PDT.)
Live Chat: Start a live chat (Everyday, 7 a.m.-6 p.m. PDT.)
Sincerely,
Firmoo Customer Support Team
DI
Disappointed
Really disappointed
Really disappointed! I ordered my glasses on March 3,2019. 12 days have passed and nothing. “ processing for 12 days REALLY “. I called the day I ordered the glasses to make sure I did it correctly but they “are busy and not taking calls”. Extremely disappointed and not going to recommend or use firmoo again!!!!
Response from FirmooMar 16, 2019
Dear customer,
Thanks for your feedback and sorry for the unhappy shopping experience.
There are several ways you can contact us. When you cannot reach us by phone call or Live Chat, please email us. Your exclusive CSR will reply within 24 hours.
Email: [email protected] (Reply within 24 hours on weekdays and 48 hours on weekends)
Toll Free: 1-855-487-6006 (Everyday, 7 a.m.-5 p.m. PDT.)
Live Chat: Start a live chat (Everyday, 7 a.m.-6 p.m. PDT.)
As for the delivery time, it includes processing time and shipping time. If any delay, we'll give you a store credit or a refund as compensation.
Thanks for your trust and support. We will try our best to make improvements.
Sincerely,
Firmoo CS Team
BO
bruce O.
Ordered glasses last November 2018,got…
Ordered glasses last November 2018,got them a week and a half later but as soon as I opened the case l knew they were the wrong lenses. Sent me reading lenses when l ordered distance ones. Said right on the order distance. Now March and after numeres call's and emails no results. Bruce
Response from FirmooMar 5, 2019
Dear customer, sorry for the inconvenience. We sent you several emails and also called you but no reply. Could you please have a try to check your spam folders? And could you please send us a picture of your original prescription for checking? No worries. We will help to solve the problem after figuring it out. We will never let you take any loss! And generally speaking it may take 3 to 5 business days to process the single vision clear lenses. And then it may take 6 to 10 business days to arrive after shipment in standard shipping. Hope you could understand. Thank you!
AN
Anne
They can’t read a prescription
I had 3 prescriptions from the same doctor hoping they would be able to figure out the prescription. They repeatedly assured me they would put together a pair of glasses that were progressives for me. I came away with distance only glasses. I repeatedly tried reading with them and did a better job with them off. I’ll never buy from here again.
Response from FirmooFeb 11, 2019
Dear customer, we are really sorry for the inconvenience! Could you please kindly tell us your order number? We will definitely offer you a satisfied solution after finding the reason. Please do not worry! We will never let you take any loss!
FF
Francesca F.
Io non riesco nemmeno a fare la prova…
Io non riesco nemmeno a fare la prova degli occhiali
Response from FirmooJan 16, 2019
Dear customer,
Sorry for the inconvenience.
Is there anything wrong with your glasses? Please email to [email protected] and we will try best to solve the issue.
For prescription issue, please send us a copy of your original prescription issued by doctor.
Look forward to your email.
Best regards!
Firmoo Customer Support
AP
Ana Paula V.
DO NOT PURCHASE FROM FIRMOO
DO NOT PURCHASE FROM FIRMOO. Their phone representative claims they are stationed in California, USA but really are in Hong Kong. You will be charged an international fee for this and firmoo will REFUSE to refund you the money.
I also ordered two pairs of glasses and can NOT see with one of them. My vision is blurry and distorted with them. I paid for aspheric lenses but these feel like spheric. FIRMOO WILL NOT EXCHANGE YOUR LENSES AND WILL NOT REFUND YOU FOR YOUR GLASSES. I PAID $123.89 FOR THE PAIR I CAN NOT SEE IN AND THEY WILL NOT EXCHANGE THEM AND WILL NOT REFUND ME.
NOT 100% GUARANTEED AS THEY CLAIM!!!!!
Response from FirmooDec 8, 2018
Dear Ana Paula Velazquez,
So sorry to make you unhappy with your shopping experience. We have a 3-month warranty and 30-day return&exchange policy for our customers. Our CSR Molly is helping you analyze the problem. After that, we will offer you a refund or exchange solution.
Generally, for the eyeglasses with a new prescription, it may take a few days to adapt to. And due to the distance between your eyes and the lenses are slightly different for different frame structures, you may feel uncomfortable by transferring one pair to another suddenly. So we suggest that you try to adapt for a few days. If you still can not adapt to your glasses, we will definitely refund or exchange for you.
As for the international transaction fee, it depends on your credit card company. Some credit card company may charge the international transaction fee. Of course, we should take responsibility that we did not put a warm notice ahead. So we would like to refund the international fee to you.
Sincerely,
Firmoo Customer Support Team
GI
Gianluca I.
Gli occhiali dopo 24 ora hanno…
Gli occhiali dopo 24 ore hanno presentato all'improvviso delle righe all'interno delle lenti. Non sono graffiate, è proprio il vetro rigato all'interno. Pessimo prodotto. Pessima qualità
Response from FirmooDec 8, 2018
Dear Gianluca Isabella,
Feel so sad to know that you are not satisfied with our eyeglasses. All of our lenses are made of resin and our super flex lenses are super light and highly impact-resistant.
We have a 3-month warranty and 30-day return&exchange policy for our customers. If you are not satisfied with the lenses, feel free to contact us. We would be happy to help you refund or exchange.
Sincerely,
Firmoo Customer Support Team
