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
This company cannot pay to remove reviews or change its score.
I never received my glasses and I didn’t receive a refund for what I ordered .I don’t like spending on things I don’t receive . I will not recommend them to anyone and won’t use again.
Response from FirmooNov 5, 2018
Dear Ne'Cole Brown,
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 for free or give you a full refund.
Please feel free to contact us by sending email to [email protected]. Your exclusive CSR will give you a satisfying solution.
Sincerely,
Firmoo Customer Support Team
AL
Allison
Horrible Cheap Quality
My glasses were horrible quality. Flimsy and my lenses pop out of my frames all the time and so easily. The middle bridge is already crooked and the lenses give a bad reflection. Super cheap.
Response from FirmooOct 30, 2018
Dear Allison,
We have the 3-month warranty(3 months of receiving) for all of our glasses, covering any possible defect in materials and workmanship. If there is any quality problem, feel free to contact us. Your exclusive CSR will help you and give you a satisfying solution.
Please check the details of our return&exchange policy here: https://www.firmoo.com/help-p-73.shtml.
Sincerely,
Firmoo Customer Support Team
WC
William C.
Glasses unwearable
After long wait, glasses were not ground correctly. Company does not answer emails. Filed complaint with BBB got one phone call on the wrong number and they never called back/ Said they would send an email and never did. Now I am stuck with unwearable glasses and out the money.
Response from FirmooSep 30, 2018
Dear William,
It is very easy to return or exchange at Firmoo. 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 within 24 hours. Firmoo has a 3-month warranty and 30-day return&exchange policy. Check more details here: https://www.firmoo.com/help-p-73.shtml.
If you do not receive our email, please kindly check your spam box.
Sincerely,
Firmoo Customer Support Team
Update
Dear William,
We have received your emails and replied within 24 hours. But it seems that you can not receive our emails. And then we called you twice but nobody answered the phone. So we left voice messages to you.
As you mentioned that you could not find your order in your Firmoo account, we searched and found that you have 2 accounts with us, one was registered with your FB and another was registered with your email. Please login those two Firmoo accounts to find the order and submit a return&exchang application. Your exclusive CSR will help you.
Sincerely,
Firmoo Customer Support Team
Update
Dear William,
We refunded your payment of the glasses, please check your pay account. We have tried serval methods and serval times to contact you but still cannot reach you. Sorry for any inconvenience.
Best Regards,
Firmoo Customer Support Team
SH
Story H.
ATTENTION. If you actually need glasses to SEE...
If you actually need glasses to see and not for a fashion accessory then this site is not a good one to choose glasses from. They’re flimsy and the prescription in them must have been inaccurate enough to cause headaches but not that much to notice with my regular vision.. and the lenses smelled weird. I highly do not reccomend. I recommend going to Walmart or Warby Parker if you’re looking for a more affordable option. I thought the frames were cute but they were bad quality and it literally hurt me within seconds to wear those glasses whereas my other ones I got from Walmart don’t bother me at all.
Response from FirmooJul 16, 2018
Dear customer,
Thanks for your feedback!
Please don't worry. We offer 30-day return&exchange policy as well as 3-month warranty. We will email you to solve the issue. Could you please send us your original prescription picture for checking? If we made any mistake, we will take full responsibility.
As for frame quality, the #YSL366 frame is made of memory metal, which is a kind of bendable and flexible material and not easily broken. If you prefer hard texture, you can select Metal or Mixed-Material frame next time.
Best regards!
Firmoo Customer Support
MC
Marie-chantale T.
Plus JAMAIS Firmoo.
Plus JAMAIS Firmoo.
J'ai passer une commande le 9 mai 218 et j'ai rien reçu...Ils m'ont dit que ma commande était perdu...J'ai payé 90.00$ pour ma paire de lunettes. Ils m'ont offert un coupon pour ma perte alors j'ai pris la chance de repasser ma commande....le coupon ne couvre pas le montant que j'ai payé....J'ai commandé plusieurs paires de lunettes chez Zenni optical et j'ai toujours reçu mes lunettes en temps et très bonnes qualités Je ne suis pas riche et j,ai besoin de lunettes je commande en ligne pour économiser mais la je me suis fait avoir. FIRMOO JAMAIS PLUS JAMAIS
Response from FirmooJun 2, 2018
Dear customer,
So sorry for letting you down.
The coupon covers the amount of your original order. If you upgrade on lens/frames, there may be extra charge. Hope you could kindly understand. If you don't want to re-order, we could issue full refund to you.
Firmoo will never make customers take any loss! Our CSR will email you to solve this issue.
We have changed to a new shipping courier recently and it will be more stable and quicker.
Best regards!
Firmoo Customer Support
TG
Theresa G.
Bad customer Service
Ordered a pair of glasses early April, didn't hear anything and it was a few days before May 1st. They had not notified me of shipping, shipped it to the wrong address, and when I asked to see if they could try their hardest to get me a new pair out before I moved across the country, they didn't even try. Unhelpful and sad I didn't get my cute glasses.
Response from FirmooMay 25, 2018
Dear Theresa,
We are really sorry for the inconvenience caused.
As glasses are medical products and need several days for processing before shipping, the new pair could hardly arrive before your moving. We issued full refund to you in this case. Hope you could kindly understand.
You can place a new order at our site anytime. Our styles update every day.
Sorry again that we made a mistake on your shipping address. Our shipping and service team takes your feedback seriously and will constantly improve it.
Best regards!
Firmoo Customer Service
RF
ronald F.
I bought one pair of Progressive Lenses…
I bought one pair of Progressive Lenses from Firmoo. I used PayPal and thought everything was okay. 3 weeks have passed no frames but,Firmoo charged my transaction to PayPal and on their web-site said my account was suspended. Try talking to a live person about any order placed. Firmoo never sent me an Email indicating their was a problem. " their line is we will return all email and phone messages withing 24 hours" but ,72 hours have passed and I still do not know what the problem is !!!
Response from FirmooMay 3, 2018
Dear Ronald,
Really sorry for the inconvenience.
We received your email that you want to use discount code on your order. So we suspended your order and emailed you back for confirmation. We sent you several emails. Could you please check your spam folder if you have our email address?
And our CSR will call you to solve this issue.
Best regards!
Firmoo Customer Support
GJ
gjoanem
Wrong Prescription
Wrong Prescription
I got the wrong prescription and the link to return them won't work..
Response from FirmooApr 28, 2018
Dear customer,
Please don't worry. We offer reliable return&exchange policy.
We have received your email and replied back.
Could you please send us your original prescription picture for checking? So our professional optician can help analyze the issue and solve for you.
And you mentioned "the link to return them won't work", could you please send us the link so we can fix this issue? Sorry for the inconvenience caused.
Best regards!
Firmoo Customer Support
