Firmoo

Hello Mrs. Ellen, Thank you for sharing your feedback. We’re truly sorry to hear about your experience with both the frames and lenses. Please be assured that we will thoroughly review your case. All of our glasses undergo quality checks before shipment, and lenses are processed based on the prescription provided in the order. However, we understand that issues can still occur, and we take this very seriously. If you had your glasses checked by a local optician, please feel free to share a copy of their assessment or test results with us. If the issue is confirmed to be a manufacturing error on our part, we will take full responsibility and provide the solution accordingly. Our CSR will email you within 24 hours. Please check your inbox or spam mail. Thank you so much for your cooperation. Best Regards, Firmoo Customer Support Team

Hi Deborah, We're very sorry to hear about the issue with your lenses and sincerely apologize for the inconvenience this has caused. We understand how important it is to have a clear and accurate vision, especially with varifocal lenses. Please rest assured that all glasses are processed according to the prescription entered at the time of order. However, we understand this may not always meet expectations, and we would like to review your case further to identify what might have caused the issue. We're committed to ensuring that you receive the exceptional service you deserve. Our CSR will email you within 24 hours. Please check your inbox or spam mail. Thank you so much for your cooperation. Warm regards, Firmoo Customer Support Team

Hi Remi, We're truly sorry to hear about your experience and sincerely apologize for the disappointment caused by the quality and fit of the glasses you received. We appreciate you taking the time to share these details with us. Please be assured that your feedback has been noted and will be shared with our team to help us improve our product quality and overall customer experience, and to avoid similar situations in the future. Regarding the nose pads, we're currently unable to access your specific order details to confirm the exact type used. However, if your frame has adjustable nose pads, they can usually be gently adjusted to improve comfort and fit. You may also refer to this guide for assistance on how to bend your frame: https://www.firmoo.co.uk/help-p-887.shtml Your Full refund has been processed, and the refund will be credited to the original payment method used for the order. *PayPal Account: In 3 business days. *Credit Card/Debit Card: Up to 30 days. 30-days is the maximum time, and in most cases, the refund will be reflected in your account in about 1 week, depending on your bank's processing time. If, after this period, you still haven't seen the funds in your account, we kindly ask you to contact our customer service. If you need any further assistance, please don't hesitate to reach out to us via email or live chat—we're always here to help. Kind regards, Firmoo Customer Support Team

Hello Kristina, Thank you for bringing this matter to our attention, and please accept our sincere apologies for your experience. We usually respond to all customer emails within 24 hours on weekdays and 48 hours during weekends. If you haven't received our reply, please check your spam or junk folder as well, as sometimes the messages may be filtered there. Sorry that we're unable to locate your order based on the information provided here, we can't review your previous communication and order details. We suggest you to contact our customer service team directly via Email at [email protected] or Livechat (24/7) with your order number. We look forward to resolving this matter for you as soon as possible. Sincerely, Firmoo Customer Support Team ------ Hallo Kristina, vielen Dank, dass Sie uns auf dieses Anliegen aufmerksam gemacht haben, und bitte entschuldigen Sie die entstandenen Unannehmlichkeiten. In der Regel beantworten wir alle Kundenanfragen innerhalb von 24 Stunden an Werktagen und innerhalb von 48 Stunden am Wochenende. Falls Sie keine Antwort von uns erhalten haben, bitten wir Sie, auch Ihren Spam- oder Junk-Ordner zu überprüfen, da unsere E-Mails dort möglicherweise gefiltert wurden. Leider können wir Ihre Bestellung anhand der hier angegebenen Informationen nicht finden und daher weder Ihre bisherigen Nachrichten noch die Bestelldetails einsehen. Wir empfehlen Ihnen, sich direkt an unseren Kundenservice per E-Mail unter [email protected] oder über den Live-Chat (24/7) zu wenden und dabei Ihre Bestellnummer anzugeben. Wir freuen uns darauf, dieses Anliegen so schnell wie möglich für Sie zu klären. Mit freundlichen Grüßen Firmoo Kundenservice Team