Firmoo Reviews 

Fantastic quality and top-notch varifocals!
I honestly couldn't be happier with my order from Firmoo. The value for money is amazing without compromising on quality at all—the frames feel sturdy and well-made, and the lenses are crystal clear.
Getting varifocals online felt really risky, but my prescription is absolutely spot-on. Delivery was surprisingly fast, too! I'm completely sold and will definitely be using Firmoo for all my glasses from now on. Highly recommend!

I am very thankful to be able to have been helped with my purchase. The glasses I purchased are so pretty. But unfortunately didn’t meet my expectations. I was contacted sooner than 24hours with a solution and I’m happy with the options I have. Thank you very much!

Lovely glasses, fantastic range, value for money and amazing customer service!

Amazing service, great price, glasses that last long if you take care of them.

Firmoo are just the best. What a joy and pleasure to deal with and of course an excellent product!

Really really impressed, ordered two prescription pairs with blue light blocking, when they arrived the blue light blocker was abit too much for day time driving, emailed customer service and Madhu sorted it out quick and prompt, gave me a coupon code to order some new & even explained what would be best seen as though I didn’t get on with the blue light blocking! Very good customer service. The glasses fit perfect too just re ordered with a diff coating.

I ordered a pair prior to this pair. They were a bit larger and heavier than I anticipated. Be sure to read the entire description and the sizing to make sure you get the right size. I missed something somewhere. However, Firmoo made it right with their return policy and I got a different pair that I really like. Shipping is a bit long, but not unexpected. Package was in perfect condition.

Highly recommend this company if you are looking for quality glasses at a good value and excellent customer service.

Sharing my experience of trying to return glasses from Canada. I have ordered from ‘firmoo.ca’ multiple times but I've never had to do a return, so I didn’t know I would have to ship the glasses to the US. Their website’s information on returns didn’t specify that. The refund would have been $149CAD.

My problem is not with the individual customer service rep I spoke with (if I was talking to a real human; I don't know if they just use GenAI bots/generated replies like a lot of companies), but with the company's policies and how they instruct reps to respond. Despite my frustrations, I was polite and professional because it's not that person's fault.

I started the return process and they said I could pick the courier to control shipping expenses. Canada Post was the most affordable/accessible ($24CAD) and they use the Zonos app to prepay duties. I checked the Canada Post website and called the local post office to confirm this was mandatory.

I started the Zonos form. There were a lot of questions I couldn't find answers for on Firmoo’s website or FDA websites. I emailed these questions to Firmoo and requested they send the info so I could complete the return.

In my email requesting the info, I said: 'I understand that the process of registering the package through Zonos is due to the FDA/US, and not Firmoo's choice; however, I found it extremely tedious and frustrating. I was unaware it would be this extensive, or that I would have to return the glasses to the US.'

A couple hours later, I sent a second email saying I wanted to abandon the refund, but once I received their response to my questions, I continued pursuing this because I wanted to see how they would handle things.

They claimed they couldn’t provide me with the answers, and didn’t say why. Their only suggestion was to try a different courier. They apologized and acknowledged how frustrating this must have been, but didn’t suggest an actual solution.

I was extremely frustrated at this point and explained that:

-This process didn't make sense to me. I was told I could pick the courier, but they won’t provide the necessary info for Canada Post.

-Their only solution was to use a different courier that didn't ask as many questions. I checked 3 other couriers, and all of them were more expensive (cheapest 3 were $27CAD-$61CAD; most of the other options were hundreds), and still required additional info due to de minimis suspension making the process more difficult. Since they didn't explain what info they could/couldn’t provide, I had no way of knowing if this would happen again.

-I tried to complete the fed ex form (the cheapest starting at $27CAD), but the estimated duties would be $53CAD to be paid by Tony He, who I was returning the package to. I wasn't comfortable with that. I had no way to ensure they wouldn't charge the duties fees to me, making the total cost $80CAD (their refund page only said I was responsible for shipping; I don't know if that includes duties).

-I requested a full refund without returning the glasses, and expressed that I felt I had tried my best to find reasonable options to return this package.

Their response to my email was more empty apologies. They informed me they would not complete the full refund without the glasses being returned. They also said: 'However, as a gesture of goodwill, we’d like to offer you a free frame coupon that you can use toward a new order on our website.'

I found this hilarious. I'm impressed by their commitment to provide completely out of touch and unhelpful customer service. Why would I ever give them more money when 1) shipping fees to return are almost as much as I paid for the glasses and 2) their response to issues have 'womp womp, sounds frustrating, sorry, here's a coupon'.

Overall, this was bizarre and suspicious. I would have been more understanding if they actually provided a valid reason, and an adequate alternative. IMO, they need to:

-Update the refund page so customers know where returns are sent to.

-Include info regarding the de minimis suspension since it just changed last year. While not legally necessary, I think an ethical company would provide this info as it greatly impacts shipping fees, and the time needed to complete returns.

-Include a list of couriers they’ll allow customers to use, what info they are unwilling to provide and why (I don’t know if other couriers use Zonos/ask for similar info).

If they had handled this differently, I likely would have ordered from them again and continued recommending them. Now, I'm going out of my way to dissuade others and warn of potential issues. I don't know if others will think they handled this poorly, but it left me feeling like they're a dishonest and suspicious company. I wanted to share this review so people could make more informed choices.

Above and beyond, they have the best customer support team, they are quick and accurate on helping resolve any issues or questions and find a solution. Their team is made up of kind and compassionate people and their glasses are wonderful quality, highly recommend!

Everything just perfect , customer service, quility order everything thank you

GREAT Company! I ordered the wrong frames and they gave me a coupon to order another pair. SUPER Customer Service!!!

Unfortunately they did not provide the correct prescription lenses and then tried to avoid full responsibility for their faulty products. I understand that they are not properly regulated in the UK as opticians and they do not refund in full, even when it is their mistake. They are cheap yes, but the quality is lacking. Will avoid in future. Very disappointed.

The glasses are even better than I expected!

Both the quality and comfort exceeded my expectations. The titanium frames are very well made, the hinges feel strong and sturdy, and I especially like the comfortable nose pads.

The progressive lenses work perfectly, and the reading glasses look fantastic!

The delivery went well, too. There was a small issue with my phone number because I had forgotten the country code, but customer service actually called me to sort it out. Excellent service!

Great quality, stylish glasses and fantastic value for money. Highly recommended! 😎

Great service and great quality glasses. Thank you.

Great glasses for a good price. Way less expensive than other places and the glasses are lightweight and hold up. I wore one pair nonstop for 2 years and they held up. I would definitely recommend and have done so to friends and family! The customer service is really good too.

I've previously ordered from firmoo before and was extremely satisfied with the quality and price of my glasses. However I recently ordered two new pairs of glasses and I have no idea what's happened but both pairs were basically made of the thinnest possible aluminium, they're honestly so flimsy i feel like they could blow away in a light breeze. I'd love to know the reason for this massive decrease in quality.

Very impressed with the experience with Firmoo. Excellent and easy to use service and the agent Deian was very helpful and resolved my issue

I had a small issue with my glasses, and Firmoo’s customer service resolved it quickly and brilliantly. I’m truly impressed by how helpful and professional they were. I can’t recommend their customer service highly enough!

I love my new glasses! They are so cute! My prescription is great also!