FirmooReviews of firmoo.com

Response from Firmoo· Sep 14, 2019

We express sincere apologies for the inconvenience if there is any. Currently, we have a strict verification mechanism for the $1 trial program. In the hope to let people who are experiencing vision problem to see the world clearly, firmoo lunched $1 trail program. As to your concerns, if you have not placed any orders, please provide us with effective documents to verify. We will definitely help you fix this problem and process your order as soon as we can and we will offer you extra free eyeglasses to express our apologies.

Response from Firmoo· Sep 7, 2019

Hi Kamilah, sorry to hear that. 1. For express, it takes 5-7 working days after processing; for standard shipping to the USA, it takes 6-10 working days after processing. 2. We will take full responsibility if it's our liability. 3. Considering our nice 30-day exchange&return policies, you can submit the request with a copy of your original prescription in your account . The exclusive CSR will reply you, within 24 hours/48 hours on weekends, for a satisfactory solution after analysis. 4. All the reviews on all platforms are made by customers willingly. 5. Pls tell us the order no. so that we can help you to solve the issue better. Thanks. Update Dear Kamilah, we have your received your refund request. The exclusive CSR will reply you within 24 hours for a satisfactory solution. Original prescription is required to better analyze the cause so that you will buy a suitable glasses next time. But if you don't have that, can you email a photo comparing our glasses with your old one for better analysis? Frame size change will cause some problem as well sometimes. For any problem, pls feel free to contact: 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, 5 a.m.-8 p.m. PDT.)

Response from Firmoo· Sep 2, 2019

Hi Leopoldo, Sorry to know that you are unsatisfied with our eyeglasses. We have a friendly return&exchange policy. https://www.firmoo.com/help-p-73.shtml You can submit the request in your account center or send your order number to us. We will help you return or exchange. Sincerely, Firmoo CS Support UPDATE: Dear Leopoldo, sorry for the misunderstanding. For our friendly exchange/return policy, you can ask for full refund or exchange another one with shipping fee covered as long as it's Firmoo's liability and within 30 days from the receiving day. But if it's beyond the period, 50% or 40% off discount will be provided. Could you pls send some photos to [email protected] showing the manufacturing problems? Thanks. The exclusive CSR will reply you for a satisfactory solution within 24 hours after analysis.

Response from Firmoo· Aug 19, 2019

Hi Cindy, Sorry for the unhappy experience and thanks for your feedback, which will help us to improve. To help our customers find fit eyeglasses at Firmoo, we want to make some explanation here. Firstly, for the frame size issue, you can see that the measurement for the frame width is from one screw to another, not from the end of one side to another. That may be the reason why the frame is larger than what you expected. Secondly, the frame you chose for your kid is truly no spring hinge and made with Silica Gel materials. Most of the kids' frames are made of Silica Gel, which is soft and safety. We did not satisfy you this time but hope you can have a great experience next time. Sincerely, Firmoo CS Team

Response from Firmoo· Jun 3, 2019

Hi Tameka, Sorry for our mistake. We are processing the compensatory pair and will update the shipment to express shipping freely. Sincerely, Firmoo Customer Support Team

Response from Firmoo· May 27, 2019

Hi Robert, Thanks for your feedback about our retrun&exchange policy and response time. That's important for us to improve. Hope you will have a pleasant experience next time. Sincerely, Firmoo Customer Support Team

Response from Firmoo· May 14, 2019

Hi yvonne erdmann, We checked your order details and all of our email records. We got your feedback that you received your eyeglasses on Dec. 18, 2018, but you could not see clearly. Our representative asked for the original prescription for checking. It took a long time for us to get your reply and it seemed that you did not receive some of our emails. When we got your original prescription, we found that you entered the wrong prescription for your order. Our representative offered you an exchange solution, but you preferred a refund. So we issued a refund of USD$81.89 after that. For refund can only be credited to your original payment account, it may take up to 30 days for your credit card company to handle it. Hope you can kindly understand. Sorry for any inconvenience this time. We will try our best to offer you better eyeglasses and shopping experience. Hope you can have another try and have a great experience with us next time. Sincerely, Firmoo Customer Support Team

Response from Firmoo· May 5, 2019

Hi David, Sorry for any inconvenience. We promise that all emails can be responded within 24 hours on weekdays and 48 hours on weekends. Please check your spam box. For instant help, please contact us via 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.) It's very easy to exchange or return with us. Please login your account center to apply for the exchange&return. Once we received your request, your exclusive CSR will reach you to solve the issue. Sincerely, Firmoo Customer Support Team