FirmooReviews of firmoo.com

Reply from FirmooFeb 25, 2025

Arvoisa Surkeaa toimitusta, Syvästi pahoittelemme, että ostokokemuksesi jäi tällä kertaa odotustasi alaiseksi. Tiedämme, että viivästyneet tai hukatut lähetykset sekä huono asiakaspalvelu aiheuttavat suurta turhautumista, ja pyydämme siitä vilpittömästi anteeksi. Tällä hetkellä emme valitettavasti pysty paikallistamaan tilauksesi tietoja järjestelmässämme. Pyydämme, että otat yhteyttä sähköpostitse asiakaspalveluumme osoitteeseen [email protected] ja annat lisätietoja (esim. tilausnumero). Teemme kaikkemme ratkaistaksemme tilanteen nopeasti ja hyväksyttävällä tavalla. Toimitusnopeus riippuu pitkälti logistiikkayhtiöiden kapasiteetista, mutta jos lähetyksesi viivästyy, korvaamme postikulut. Jos pakettisi katoaa matkalla, takaaamme täyden rahallisen korvauksen. Ymmärrämme, että luotettava toimitus on elintärkeää, ja parhaillaan etsimme uusia kumppaneita nostaaksemme palvelutasoamme entisestään. Vakuutamme, että emme koskaan laita asiakkaiden kärsiä virheistämme. Oikeudenmukaisuus ja teidän turvallisuutenne ovat prioriteettejamme – emmekä hyväksy yritystoimintaa, joka uhrasi kuluttajien oikeuksia. Toivomme mahdollisuutta korjata luottamuksenne ja näyttää, että Firmoon arvot ovat enemmän kuin pelkät sanat. Ystävällisin terveisin, Firmoo-tiimi

Reply from FirmooFeb 24, 2025

Dear Cappucino, Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration and inconvenience you’ve experienced. Your satisfaction is our top priority, and we deeply regret that we fell short of your expectations. At this time, we are unable to locate your order details based on this review. To resolve this matter promptly, kindly contact our dedicated after-sales team at [email protected] with your order information. Rest assured, we will work closely with you to address your concerns and ensure a fair resolution. To clarify our policies: - We offer a 60-day hassle-free return/exchange and a 365-day quality warranty for all orders. - While we currently do not provide a "home try-on" service, our virtual try-on tool is available to help you find styles that suit your preferences. - All orders are shipped from China to ensure affordability and efficiency. However, returns are processed through our European service hub in Germany for quality analysis and faster resolution. Most importantly: - We will fully cover return shipping costs and ensure you receive a full refund for your purchase. You will not bear any financial loss. We take your feedback seriously and will use this experience to improve transparency in our processes. Our team is committed to putting customers first and protecting your rights at every step. Please reach out to us via email at your earliest convenience. We are eager to make this right for you. Thank you for giving us the opportunity to regain your trust. Sincerely, Firmoo Customer Care Team

Reply from FirmooFeb 24, 2025

Cher Aldo, Nous tenons à vous présenter nos plus sincères excuses pour la mauvaise expérience que vous avez rencontrée. Votre satisfaction est au cœur de nos priorités, et nous regrettons profondément les désagréments liés à votre commande. Pour le moment, nous ne parvenons pas à identifier votre commande à partir de votre commentaire. Afin de résoudre ce problème rapidement, nous vous invitons à contacter notre équipe d’assistance par e-mail à [email protected] en fournissant les détails de votre commande. Nous nous engageons à trouver une solution équitable pour vous. Concernant la livraison : La rapidité d’acheminement dépend de l’efficacité des transporteurs. En cas de retard prolongé, nous vous proposerons une compensation pour les frais de livraison. Nous améliorons activement nos services logistiques et collaborerons à l’avenir avec des partenaires plus performants pour garantir des délais plus fiables. Nous vous assurons que : Vous ne subirez aucune perte financière. Si des frais supplémentaires ont été engagés en raison des retours ou des retards, nous les prendrons intégralement en charge. Vos droits et votre confiance restent notre engagement absolu. Vos retours nous aident à progresser, et nous mettrons tout en œuvre pour regagner votre confiance. N’hésitez pas à nous écrire à l’adresse indiquée afin que nous puissions résoudre cette situation sans délai. Cordialement, L’Équipe Clientèle Firmoo

Reply from FirmooFeb 19, 2025

Dear Louis, Thank you for sharing your feedback with us. We’re very sorry to hear that your experience with Firmoo was not satisfactory, and we sincerely apologize for the inconvenience caused. Regarding the differences between the product image and the actual glasses, we would like to explain that variations can sometimes occur due to differences in electronic screen resolutions, lighting conditions, and background settings. While we strive to ensure that our product images are as accurate as possible, these factors can occasionally lead to slight discrepancies in appearance. As for the delivery delay, we understand how important timely delivery is to our customers. Please note that delivery times can vary depending on the efficiency of the logistics provider. In cases where delays occur, we offer compensation for shipping fees to help mitigate the inconvenience. We are also continuously working to optimize our logistics services and are exploring partnerships with more reliable carriers to improve delivery efficiency. We take your concerns very seriously and are committed to making this right. Our customer service team will reach out to you via email at [email protected] to discuss a solution tailored to your needs. We are here to help and will work diligently to resolve this issue to your satisfaction. Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We value your feedback and are dedicated to improving your experience with Firmoo. Best regards, Firmoo Customer Service Team

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

Reply from FirmooFeb 3, 2025

Dear TimC, Thank you for sharing your concerns with us. We are truly sorry to hear about your experience with our glasses. It is disappointing to hear that the products did not meet your expectations, and we sincerely apologize for any inconvenience caused. Firstly, I would like to assure you that we take your feedback very seriously. We are unable to locate your order at the moment, but we are committed to resolving this issue for you. Please know that all our products go through strict quality control processes to ensure they meet our high standards. We also want to remind you that we offer a 60-day return and exchange policy as well as a 365-day warranty on our products。If you are not satisfied with your purchase, you can contact our customer service team via [email protected] to discuss a solution. Our team will work with you to find the best way to resolve this issue. Once again, we apologize for the inconvenience and any frustration this may have caused. Your satisfaction is our top priority, and we will do everything we can to make it right. Best regards, Firmoo Customer Service Team

Reply from FirmooJan 24, 2025

Dear Chloe, We are truly sorry to hear about your negative experience and would like to offer our sincere apologies for any inconvenience you have faced. We understand how frustrating it can be when new glasses do not meet your expectations, and we want to assure you that we take your feedback very seriously. Firstly, we want to remind you that we offer a 60-day return and exchange policy, as well as a 365-day warranty on our products. This means that if you are not satisfied with your glasses for any reason, you have the option to return or exchange them within 60 days of receiving your order. Additionally, our 365-day warranty covers any potential defects in materials or workmanship, ensuring that you are protected in the long term. Regarding the discomfort you experienced when trying on your new glasses, it is not uncommon for some individuals to feel a slight headache or blurriness when first wearing new prescription lenses. This can be due to the eyes adjusting to the new prescription or the lenses' characteristics. However, we understand that the intensity of your discomfort was significant, and we are committed to resolving this issue to your satisfaction. We would like to emphasize that our customer service team always strives to be factual and fair in our interactions with customers. We never want any customer to feel that they are being unfairly blamed or held responsible for issues that are not their fault. Our goal is to ensure that every customer is satisfied and that no one bears unnecessary losses. We regret to hear that we were unable to locate your order. In order to better assist you and address your after-sales concerns, we strongly recommend that you contact our customer service team at [email protected]. Our team will be more than happy to work with you to find a resolution that meets your needs and ensures that you are completely satisfied with our service. Once again, we apologize for the inconvenience and any frustration this experience may have caused you. We value your business and hope to have the opportunity to make things right. Best regards, Firmoo Customer Service Team

Reply from FirmooJan 24, 2025

Egregio/a Stella Gold, Grazie per aver condiviso la Sua esperienza con noi. Mi dispiace molto sapere che non ha ricevuto gli occhiali ordinati e che la Sua esperienza di acquisto sia stata negativa. Vorrei chiarire che il tempo di consegna degli ordini comprende sia il tempo di elaborazione degli occhiali, che varia a seconda della prescrizione e della montatura scelta, sia il tempo di trasporto. Come indicato nella pagina del nostro sito https://www.firmoo.it/help-p-769.shtml, ci impegniamo a garantire la qualità e la tempestività della consegna. Se il Suo indirizzo è corretto e non ha ricevuto il pacchetto entro l'ETA (stima del tempo di arrivo), Le garantiamo un rimborso integrale. Non vorremmo mai che Lei subisse alcuna perdita. Attualmente non siamo in grado di localizzare il Suo ordine, quindi Le consigliamo di contattare il nostro team di assistenza clienti all'indirizzo email [email protected] per discutere di un piano di risarcimento. Grazie per la Sua comprensione e ci scusiamo ancora per il disagio causato. Cordiali saluti, Team del servizio clienti Firmoo