Product & services pricing
4.86/5
Chance of future purchase:
4.59/5
Shipping & packaging:
4.19/5
Customer service:
4.49/5
Return/Replacement policy:
4.17/5

5/5

2020-11-18

Great service

"It’s my first time to order eyeglasses online, so i am not aware about the sizes. Unfortunately i ordered small sizes and asked for exchange. Customer service was fast to respond and gave me voucher to get new glasses. Now i am satisfied! Thank you Ms. Restina for the assistance!"

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1/5

2020-09-09

The Worst Customer Service I've Ever Experienced

"I reached out to Firmoo via their live-chat to tell them I wanted to order multiple pairs of glasses to try on at home, but only intended on keeping one pair. I asked if I could have the $4.95 for a pair of glasses deal applied to whichever pair I kept, and she told me yes. Fast forward to me receiving three pairs of glasses and deciding which to keep, and their customer service team is now telling me they will not switch the promotion to the pair I'd like to keep. They even reviewed my transcript with the live-chat agent, admitted she made a mistake in telling me they would, and still will not honor the information she gave me. So I'm now having to pay $40 for glasses when I had been under the impression I was only going to spend $20. I cannot suggest enough that Firmoo needs to reconsider how they handle customer service. Truly absurd."

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Rep reply posted 2020-09-10
A rep from Firmoo, Firmoo, has responded:

“Hi aholl-82203 , our sincerest apologies for the chaos and miscommunication caused by our side. We don't offer home try-on service. But for your issues, we should take for the faults or loss caused by our miscommunication. You could keep all those three pairs with a $4.95discounts and we will refund you the rest. Our CSRs will get your issue fixed without any more hassles emails. We will refund you directly and please check the notification email later. Thanks for the feedback!”


5/5

2020-08-22

Very happy!

"Great customer service, they were so quick to reply to my messages. They fixed my issue and were so helpful, I’m glad to continue shopping here for my prescription glasses! The ones I’ve tried were so cute and comfortable as well :)"

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5/5

2020-08-20

very pleased with their merchandise

" Their frames are very fashionable and the prices are better then most eye glass places I have been to in person or online. I have ordered at least 3 different styles of glasses from that and I have been very pleased with. If even with the problem concerning my prescription in one pair of glasses that I ordered they were very efficient in responding and making other recommendations for exchanges.

I will continue to purchase my glasses from them and recommend them to my friends that need to purchase glasses as well
"

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5/5

2020-08-15

Great help with exchanges!

"Since a pair I had wasn’t fitting properly they sent me a credit to get any new pair I’d like! Seriously best service! "

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5/5

2020-08-15

Great customer service

"Great customer service! I ordered two pair of glasses but unfortunately they were too large for my face. Firmoo cannot offer transition or bifocal in a children’s frame for adults with a smaller face. They refunded my purchase price and encouraged me to donate the glasses to a Third World country charity which is a generous and excellent idea! Customer service agent Restina was very professional in responding to my questions with courtesy and sympathy. She is a model of excellent service, an asset to the company! I will certainly encourage my friends to try Firmoo for their excellent savings and an easy to manage website. Thank you!"

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5/5

2020-08-06

Firmoo is awesome!

"We have purchased 2 pairs of glasses from Firmoo. The first pair, mine, were a pretty light prescription. I ordered transitions and photochromic. They are so great. They fit me perfectly!

The second pair was for my friend whose prescription is really quite difficult. He usually has to pay a LOT for his glasses and no other optical place online that he's tried has been able to fill the prescription. Firmoo did so and they are excellent! Because of the complexity of his prescription we had to do a little bit of back and forth with Firmoo to get everything right as they had a few questions for us and we had to decide on a couple of different things. They were so professional, knowledgable and helpful.

Shipping was FAST. We will be recommending Firmoo to all of our friends. Given that we're in a pandemic, I haven't seen a many of my friends yet but when I head to the store I get compliments on my glasses for sure!
"

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5/5

2020-06-25

Most helpful customer service anywhere.

"I could not be happier with my experience. My concerns were addressed immediately and with sincere kindness. I have never had an experience with a customer service representative being so eager to solve my issue with a kind attitude. This is such a blessing these days!"

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1/5

2020-06-11

"I reached out to exchange the glasses I received, I wanted regular glasses but got sunglasses and still have yet to be able to exchange them "

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Rep reply posted 2020-06-12
A rep from Firmoo, Firmoo, has responded:

“Hi Tracy,

We are sorry about your experience. We noticed that you chose tint color lens for your glasses. For your reference, the effect of tint lens is thoroughly and only one tint color no matter indoor or outside while the Photochromic lens are transparent indoor while color darkens outside. Our customer service represatative has sent a coupon to you by email on 19th May. You can use the coupon to reorder the glasses you like. Would you please check your email inbox?

If you have any other questions, please feel free to contact us!

Sincerely,
Firmoo Customer Support Team”


5/5

2020-05-26

Really helpful and kind

"I wanted to refund my glasses as they didnt fit my nose properly, but Jeannie sent me and voucher to order new ones :-) Jeannie was very kind and helpful, I will always be using firmoo for any new glasses!"

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5/5

2020-05-15

Excellent service

"The glasses I bought were not right for me and Firmoo responded promptly with a refund. Restina of Firmoo was a pleasure to work with"

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5/5

2020-05-14

Best prices

"Best prices ever, easiest online ordering, fast processing/shipping and most of all both pair of glasses actually fit! That was my main concern but not anymore...I will be ordering again soon and recommend Firmoo to everyone."

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5/5

2020-05-12

Cute frames and great customer service

"Although their website is a little wonky, their customer service is great! Super responsive and quick. Frames are stylish and inexpensive. I LOVED THE DRIVING LENSES."

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5/5

2020-04-22

Awesome!!!

"The specs came sooo fast amidst the corona virus thingy. It looks the same with the picture and it fits perfectly! You even got the correct prescription for me!! The only thing is the nosepads are a bit shaky but other than that everything is absolutely fine!! ♥️♥️♥️"

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Rep reply posted 2020-04-23
A rep from Firmoo, Firmoo, has responded:

“Dear customer,

We offer 30-Day Exchange&Return and 3-Month Warranty for your order. If you have any questions about the glasses, please feel free to contact us at any time.

You can contact us by the following ways.
Email: service@firmoo.com (Reply within 24 hours on weekdays and 48 hours on weekends)
Toll Free: 1-855-487-6006 (Everyday, 7 a.m.-4 p.m. PDT.)
Live Chat: Start a live chat on our website (Everyday, 4 a.m.-10 p.m. PDT.)

Sincerely,
Firmoo Customer Support Team”


5/5

2020-04-17

Amazing product and customer service.

"The first pair I ordered was back ordered, customer service contacted me almost immediately to let me know how long the wait would be and I opted to cancel it. The refund was in my account the same day. I purchased another pair a few months later, shipping was extremely fast and the glasses are better than a pair I have that costed more than triple what these costed. Love this site. "

Pricing of products and services
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