Firmoo Online Optical Store

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***

Actually customer entered wrong prescription for the glassesWe are helping the customer to solve the problem via emailNo worry about itUnsatisfying or damaged glasses can be remade totally free or full refunded, because we give all customers 100% guarantee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hi ***,
As your frame is tortoise, the color can’t be exactly the same on each sideBesides, the frame you ordered had sold out before we received your complaintThus, we can’t send the replacement as you required and offered a coupon to purchase pure colored frame in
the futureWe received your email accepting the coupon plus free shipping hours agoSorry for not replying immediatelyWe’ve sent you the couponIf you prefer other solutions, please feel free to let us know

Revdex.com:At this time, I have not been contacted by Firmoo Online Optical Store regarding complaint ID [redacted].Sincerely,[redacted]

Hi [redacted],So sorry for the shipping delay. Usually shipping delay occurs for unpredictable reasons, like weather, customs safety inspection. But please don’t worry, we provide guaranteed service to all of our customers. We will be responsible for logistics problems and won’t let you bear any...

loss.Your exclusive CSR (customer service representative) Maggie has initiated full refund for you. Please check your payment account. And we found that your parcel has been delivered successfully. If you have any question with the glasses, feel free to contact us. We will offer after-sale service to you.Best Regards,Firmoo Customer Support

Hi [redacted],As your frame is tortoise, the color can’t be exactly the same on each side. Besides, the frame you ordered had sold out before we received your complaint. Thus, we can’t send the replacement as you required and offered a coupon to purchase pure colored frame in the future. We received your...

email accepting the coupon plus free shipping 15 hours ago. Sorry for not replying immediately. We’ve sent you the coupon. If you prefer other solutions, please feel free to let us know.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Actually customer entered wrong prescription for the glasses. We are helping the customer to solve the problem via email. No worry about it. Unsatisfying or damaged glasses can be remade totally free or full refunded, because we give all customers 100% guarantee.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Review: Placed an order for glasses on July **, 2013. The website says the glasses will be delivered 8-11 business days after the order is placed. On August *, 2013, I sent an email to the email address listed on the website because I had not recieved my glasses. I was told that when the lenses arrived, there was a scratch on the lens and they needed to be remade. It only took 1-2 days to make the lenses the first time around but this time around, it has been 14 days and they still have not recieved the lenses at the lab.Desired Settlement: I would no longer like the product from Firmoo and I would like to have my money back so I can take my business elsewhere.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am having product issues AND customer service issues. I ordered a pair of glasses and they look NOTHING like the ones in the picture. They are tortishell (and I understand color variations in that style) however each side looks like a completely different color- one side is dark brown, the other side is light and speckled. I am trying to get a replacement pair or refund, some kind of compensation however the company does not seem to understand what a faulty product is. The coupon code that they said they are giving me has yet to be presented. All I wanted was for these to be replaced. Now they are not in stock and the customer service "team" is not responding. I would like a replacement pair of equal value and free shipping since it is ridiculous that a pair of glasses that look so ridiculous would even make it past an inspection (they look like two completely different pairs of glasses were fused together in the middle). I have tried calling, left messages, no call back. The woman who has emailed me back does not understand (even with pictures) how awful these glasses look. I have dealt with Firmoo in the past and always had a wonderful experience so I do not understand the problem here. They have always fixed problems when they have occurred. I am just looking for a resolution.Desired Settlement: I would like the original glasses plus free shipping and replacement of the exact same glasses. If not that, credit in the amount of the value of the glasses ($19.00 USD) and free shipping on my next order.

Business

Response:

Hi [redacted],As your frame is tortoise, the color can’t be exactly the same on each side. Besides, the frame you ordered had sold out before we received your complaint. Thus, we can’t send the replacement as you required and offered a coupon to purchase pure colored frame in the future. We received your email accepting the coupon plus free shipping 15 hours ago. Sorry for not replying immediately. We’ve sent you the coupon. If you prefer other solutions, please feel free to let us know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Firmoo Is Has The Worst Customer Service In Existence!! Never Answers The Phone Or Respond To Emails. I Ordered My 2 Pairs Over A Month Ago nd Still Haven't Gotten Them Via Mail!! I Want My Money Back. I Will Not Stop Voicing This Fraud Until I Do.Desired Settlement: I want my refund and my original order. It's been over a month since I ordered my glasses.

Review: After recieving an unsatisfactory product which I expect a full refund for, I have not been able to reach anyone at Firmoo for help in resolving this matter. I have sent several emails and made repeated phone calls, leaving messages asking for help. The website states that they offer refunds on their product, and yet in order to obtain a refund they require you to go through customer service. Because of their complete disregard for customer service I am left with a pair of faulty glasses that I cannot wear.Desired Settlement: I would like a full refund for the prescription lenses I purchased. They are not of satisfactory quality and cannot be worn.

Review: I ordered bifocal glasses through this company's promo for free first pair of glasses. I paid 53.85 for the glasses (re: bifocal charge) and shipping charges. I have never received my order, nor was my Visa payment ever reimbursed. I have never received any response from Firmoo in reference to my order. The contact information (email and phone number for service), never gets a response. There is no way to contact this company. A call-back within 24 hrs is the phone message, which never occurs. The emails, suggested by Firmoo is never responded to either.Desired Settlement: I would like my order sent to me as soon as possible and an apology/or a refund to my Visa account.

Review: I ordered a pair of eyeglasses with prescription on firmoo.com website. They promised that the eyeglasses would be made to the prescription as any optical store would do. When I received the glasses and wore them, they were clearly not matching the prescription. I have another pair of glasses made at walmart with which I do not have any problems Since then I have contacted them 5 times about fixing the lenses and offered to ship the faulty frame back to them. Despite the fact I sent them what my optician found when they tested the glass, they are neither accepting the fact the glasses are wrong and should be fixed nor are they willing to refund the money. Transaction Specifics Order placed : May [redacted] 2013. item # [redacted] Order Details: Frame CP 6074 Cost : 72.85 Less First time discount 36.00 Plus Shipping 12.95 Total Cost to me 49.80 ITs un acceptable that this merchant fills the prescription incorrectly and gives the customer run around to fix the problem. If I cannot see properly due to their faulty glasses, they are making customer's life perilous.Desired Settlement: I would like to have them replace the lenses with correct prescription and if they cannot do that they should refund me the money. They have offices in New York City where they receive returns Am giving the merchant an option to fix the mistake. They are responsible for shipping both ways as I have already paid about $13 to ship and they shipped a faulty product.

Business

Response:

[redacted] told us that he has the lens s examined and found the OD axis 175 was made wrongly into 125, which is quite abnormal. Then we asked him to send us the result of the examination on Jun 1, so that we can know what the problem is and make a correct pair. But since then, we haven't received any from him. Now, we will remake glasses in Order [redacted] without any charge and [redacted] can keep the received pair. Please let us know if there is anything else we need to do.

Best regards .

Yours sincerely,

Review: I ordered 2 pair of glasses on November [redacted] 2014 and I have not even had both pair 5 months and they are both broke due to being defective. The first pair broke near the nose bridge with regular wear, and the one lens prescription was not accurate. The second pair broke near the temple screw with regular wear and it cracked the lens with regular wear. I am not in any way rough with eyeglasses, I work in a office all day long. I barely even wore the one pair at all. I am not happy with this, I ordered both pair with 1.60 super thin, photochromic grey, and Oleophobic Fingerprint Resistant A/R Coating, and spent $152.75 for both pair and can no longer wear them.Desired Settlement: I would like either a full refund, full store credit, or replacement for the eyeglasses.

Consumer

Response:

At this time, I have not been contacted by Firmoo Online Optical Store regarding complaint ID [redacted].Sincerely,[redacted]