Excellent
Based on 6,647 reviews
Firmoo4.5Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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 Folks Told, with an average rating of 4.5 out of 5.
6,647 approved reviews, newest moderated first
TC
I have been using Firmoo for YEARS now, and they've yet to truly disappoint me! Great styles, prescription-friendly, and all for good prices (and frequent deals and sales!), I can't recommend them enough! Even if I DO have some kind of issue, they have been very kind and attentive about it, and quick to do what they can to fix the problem!
Sara C.
Glasses arrived with decent quality, standard level for these types of glasses sites. Prescription is accurate and tints and coatings are useful.
Kayleigh
I was skeptical but I got 3 super cute pair of glasses for $44. Processing and shipping took less than two weeks. I’ve gotten compliments and will absolutely buy from Firmoo again.
lisa
My order was delivered within the specified period. Well and firmly packed, so that nothing could happen during transport. The prescription of the glasses is perfect. And the extra clip-on sunglasses work great! They click on very easily, and certainly do not fall off. The glasses were delivered in a beautiful hardcase with a cleaning cloth in the form of a bag for the glasses. I am very satisfied with the whole thing, and I heartily recommend Firmoo! Before buying my glasses, I looked at reviews of Firmoo. They turned out to be positive, and that is completely justified in my opinion! I have now ordered a 2nd pair of glasses. For this amount, and this quality and service, you do not have to hesitate ;-D
Jean G P.
Great look, very well made, I'm glad I waited, excellent presentation, bravo, great job. Thank you, JP
customer
What started as a promising experience with Firmoo quickly turned into a two-month ordeal of terrible customer service, zero accountability, and financial loss. 1) My first pair didn’t suit my face, but Firmoo asked me to keep them as a “gift.” 2) Trusting their service, I spent more on a second pair with higher index 1.60 lenses for thinner, better-quality glasses. 3) However, the second pair was completely unusable—the lenses were far thicker than the lower 1.56 index ones in the first pair and gave me headaches. 4) When I questioned how this was logically possible, Firmoo offered no explanation and took no accountability. Instead, I was strung along with hollow apologies and endless emails but no real resolution. 5) They then asked me to return BOTH pairs—including the “gift”—which was unprofessional and discourteous. 6) I had to pay out of my pocket to return both pairs to their Germany warehouse, but Firmoo refused to acknowledge the physical strain or cost. Instead of fixing their mistake, they offered a £50 coupon with restrictions (shipping not covered, no guarantee of thinner lenses), which didn’t justify everything I went through. 7) After over a month of frustrating back-and-forth emails, I was forced to refuse the coupon and accept a refund that still left me at a FINANCIAL LOSS—and WITHOUT ANY GLASSES! It feels like I was penalized for trusting Firmoo in the first place. They do not stand by their products, and I strongly advise against purchasing from them.
Reply from FirmooFeb 5, 2025
Dear Customer, We are truly sorry to hear about your disappointing experience with Firmoo. It was never our intention to cause you such frustration and inconvenience. We sincerely apologize for the poor service you received and the financial loss you have suffered. We have reviewed your feedback and would like to address your concerns. First, we want to clarify that we offer a 60-day return and exchange policy as well as a 365-day warranty on our products. These policies are in place to ensure our customers are satisfied with their purchases. Regarding the issues you mentioned with the glasses, it's important to note that the thickness of lenses can be influenced by several factors, including the size of the frame, the strength of the prescription, and the refractive index of the lenses. While we strive to provide accurate information and high-quality products, we understand that sometimes things may not go as planned. We would like to offer you some tips for selecting frames. When choosing a frame, consider the shape of your face and the size of the frame relative to your face. A well-fitted frame can enhance the appearance and comfort of your glasses. Additionally, discussing your prescription and lens preferences with our customer service team can help us better understand your needs and provide more suitable recommendations. To resolve your current situation, we would like to take responsibility and make things right. We kindly ask you to return the glasses that did not meet your expectations. Once we receive the returned items, we will conduct a thorough analysis to understand the cause of the discomfort you experienced. This will help us improve our service and product quality in the future. Moreover, we will cover the return shipping costs to ensure you do not incur any additional expenses. We want to assure you that we will work diligently to resolve this matter to your satisfaction and ensure that you are not left at a financial loss. Again, we deeply apologize for the inconvenience and frustration you have faced. We value your feedback and are committed to making improvements based on your experience. We hope you will give us another chance to serve you better in the future. Thank you for bringing this to our attention. Best regards, Firmoo Customer Service Team
clr
great customer experience
Karen C.
Attentive to prescription details, applied a discount post-purchase and refunded difference, and communicated frequently re shipping. Lovely people, very satisfying experience.
