FirmooReviews of firmoo.com

Response from Firmoo· Nov 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

Response from Firmoo· Oct 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

Response from Firmoo· Sep 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

Response from Firmoo· Jul 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

Response from Firmoo· Jun 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

Response from Firmoo· May 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

Response from Firmoo· May 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

Response from Firmoo· Apr 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