Firmoo is your one-stop optical destination for customized eyewear services and professional prescription advice. Founded in 2009 by a group of opticians and designers on the belief that eyewear should be trendy, not spendy, we grew from the desire to give everyone around the world the convenience of receiving professional eyecare at an affordable price.
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Is Firmoo legit?
Firmoo (www.firmoo.com) has a 4.3 out of 5 rating on OK.one, based on 203 user reviews collected here. It is listed under Health & Medical and its reputation is good. 81% of reviews are 4 stars or higher and 14% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Product, Quality, Price. Last updated 2026-08-28.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the high quality of the products, noting that they feel solid and durable while being remarkably affordable. People are also very satisfied with the assistance provided by the customer support team, describing interactions as helpful and patient throughout the buying process.
However, some people mentioned encountering specific issues, such as receiving frames that were too large for their face upon arrival. Conversely, a small portion of people felt that there were significant problems related to prescription accuracy or had difficulties with faulty items, with some reporting challenging returns.
Auto-generated from all reviews of this business. For reference only.
Customer service was amazing. I had a question about my order and was easily able to get everything straightened out through the chat feature with a live agent. They also sent me an email follow up asking if I got my glasses and if they were OK. My glasses have a nice high-quality frame with a flattering look and good fit. I opted for a very high-end lens, with high index, so they are very light weight, and I am also pleased with the multifocal/progressive. I am very pleased with the "driving lens" option. They make a big difference in my night driving. I have purchased several pairs of glasses from this company over the years and have never been disappointed. I have purchased sunglasses twice, and reading glasses are now on the way... Overall this company has a great product at a great price.
Better Quality than your optometrist, and better follow up
The website experience is excellent. It could be made a bit more easily navigable , but i think that’s its worth playing around a bit for now. The reviews and video reviews help. The measurements are spot on. Ordering and paying , with the discounts are brilliant. Good follow up emails and lead times, and best of all, getting a higher quality product for a tenth of the price than any local optometrist.
Spent ages choosing specs, getting the photo for my varifocals, getting a copy and uploading the prescription. I then got an order cancellation because it contained Base Vertex Distance (BVA) of 12 which is normal. However, they are using it as Binocular Vision Dysfunction. So basically, forget using them if you have been to Specsavers! A warning on the website would be useful to save wasting everyone's time. I did get the refund quickly which was something.
Reply from Firmoo2026-05-25
Hello Andy,
Thank you for sharing your feedback with us. We’re sorry for the inconvenience caused during the ordering process.
We would like to clarify that your order was cancelled because the prescription provided included BVD-related parameters. In accordance with GOC regulations in the UK, prescriptions containing BVD/Back Vertex Distance parameters require physical fitting and professional in-person dispensing. Because of this, these prescriptions are currently not available for online purchase and are recommended to be processed through a local optical store instead.
You may also refer to our guide here for more information:
https://www.firmoo.co.uk/help-p-782.shtml
We also appreciate your suggestion regarding clearer website guidance and will forward your feedback to the relevant team for further review and improvement.
We’re glad to hear that the refund was processed promptly and sincerely apologize again for the inconvenience caused.
Kind regards,
Firmoo Customer Support Team
Firmoo is one of the worst online shopping experiences I have ever had. Do not be fooled by the low prices because you may never actually receive your order. My eyeglasses took over THREE MONTHS and still never arrived.
The company uses a last-mile shipping carrier called GoFo, which is currently under legal investigation in multiple states for allegedly withholding packages after accepting them for delivery. My package mysteriously stopped moving after reaching GoFo facilities. I personally filed complaints in two separate states where my shipment traveled because it was never delivered.
After weeks of back and forth with customer service, Firmoo agreed to reship the order. I specifically asked them NOT to use GoFo again because the first shipment disappeared in their system. Customer support refused and assured me that “if there was a problem they would resolve it.”
Well, they sent the replacement through GoFo AGAIN.
The second package vanished the exact same way. Another month wasted. Another set of excuses. Another order never delivered. At that point, it honestly felt less like a shipping issue and more like a pattern.
And what did Firmoo offer for wasting over three months of my time and leaving me without prescription glasses? A “free” glasses bag, ceramic nose pads, or a cleaning cloth ON MY NEXT ORDER. Why would anyone place another order with a company that cannot successfully deliver the first two?
When I pointed this out, customer service had no response besides a generic apology for the “inconvenience” and finally processed a refund after months of delays.
So after more than three months, countless emails, multiple complaints filed, and two missing shipments, I ended up with no glasses, no accountability, and a complete waste of time.
Avoid Firmoo. Cheap pricing means nothing if the products never arrive.
Reply from Firmoo2026-05-23
Hello Bella,
Thank you for sharing your experience with us. We’re truly sorry to hear about the frustration caused by the shipping delays and delivery issues you encountered.
International shipments may occasionally experience unexpected delays, limited tracking updates, or delivery interruptions during the transit and local delivery process. We understand how disappointing this situation was, especially after waiting such a long time for prescription glasses.
We also understand your concerns regarding the shipping carrier selection. Our support team continuously reviews shipping performance and customer feedback to further improve the delivery experience and aftersales support process.
As we were unable to locate your order with the information available here, if there is still any unresolved issue, please feel free to contact us anytime via our 24/7 Live Chat or by email at [email protected] so our team can further assist you.
Kind regards,
Firmoo Customer Support Team
AWFUL. all the glasses were made so bad and I gave them all the information they needed, my prescription and PD measured at the eye doctor. when asked for a refund they just send me a coupon code that doesn't even include shipping costs! I want a full refund so bad because none of these glasses are even wearable! I dont even trust that sending them back would allow for them to give me a refund they would probably make me pay for the shipping for that too! DO NOT BUY FROM THEM
Reply from Firmoo2026-05-23
Hello Bella,
Thank you for sharing your experience with us. We’re sorry to hear that the glasses did not provide the visual result you expected despite submitting your prescription and PD information.
In some cases, factors such as prescription parameters, PD, frame fit, or lens adaptation may affect the visual experience differently for each wearer.
We would also like to confirm that a full refund for your order has already been processed. The refund will be credited to the payment account originally used for the purchase.
If you used a PayPal account to pay for the order, the refund will be returned to your PayPal account within 3 business days.
If you used a credit/debit card to pay for the order, the refund may take up to 30 days to appear on your account. In most cases, the refund is reflected within about one week depending on your bank’s processing time.
Please feel free to contact us if you do not receive the refund within the timeframe listed above.
Kind regards,
Firmoo Customer Support Team
Firmoo used to be good but recently I ordered the exact same frame and lens index and now the lens is thicker and heavier. So they gave me a credit and I ordered a higher index lens to make them lighter and thinner and the redo is still thicker and heavier than previous glasses.
Reply from Firmoo2026-05-21
Hello Steve,
Thank you for sharing your feedback with us. We’re sorry to hear the newer lenses felt thicker and heavier than your previous pair despite selecting the same frame and lens index.
Please note that lens thickness may still vary depending on factors such as frame size/shape, PD, prescription details, and lens positioning during production. Larger frames or frames not ideally matched to the PD may naturally result in thicker lens edges. For more information, please refer to: https://www.firmoo.com/help-p-23.shtml
We understand this experience may have been disappointing. As part of our aftersales support, a coupon solution was previously provided, and please note that we currently offer a one-time return/exchange policy.
As we were unable to locate your order with the information available here, if you are still experiencing issues with your recent glasses, please feel free to contact us again via Live Chat 24/7 or email [email protected] with your order number so our team can further review your case and check any possible solutions available.
Kind regards,
Firmoo Customer Support Team
Great price for quality eyeglasses. Prescription progressive lenses are precise and polarized transitions are exactly right. Would highly recommend this company.
Bought a pair of glasses that came with the clip on sunglasses as I’d seen them in loads of social media videos and they looked quite decent. When the glasses came the clip on sunglasses part was merely a think piece of cheap plastic that stuck very badly to the front. The images and videos on social media make them look like a seperate frame that clips on top of the actual frame but that isn’t the case at all. False advertising, don’t waste your money.
Reply from Firmoo2026-05-18
Hello Jennifer,
Thank you for sharing your feedback with us. We’re sorry to hear that the clip-on sunglasses did not fully match your expectations.
Please note that clip-on styles may vary depending on the frame design and attachment structure of each model. In some cases, promotional photos or videos may appear different due to lighting, angles, or styling presentation.
We have already created a follow-up ticket for your case so our team can further review the product details and assist you accordingly.
You can expect a response from our team within 24–48 hours. Kindly also check your spam/junk folders to ensure you do not miss our email.
Thank you again for bringing this to our attention.
Kind regards,
Firmoo Customer Support Team
I received the first pair of glasses but I did not like the color and wanted to replace them. I was just going to get a refund, but the clarity of the glasses was exceptional and they were the first pair I have owned that didn't keep falling down my nose. In addition, they were half the price of other online companies. I had a lot of questions. My customer service rep was patient and never gave the impression that he was annoyed with me. The process was simple. I highly recommend Firmoo for online glasses!
I should have known better to order glasses online but my existing glasses are looking worn. The frames I ordered are nice enough but the prescription ain't right. I checked I entered it correctly and I have but they are unwearable. No point returning ar the lens cost more than the frames and they are not refundable. I paid extra to have thinner lens and they are very thick. Not worth the money! Wouldn't use again.
Reply from Firmoo2026-05-14
Hello Swampy,
Thank you for sharing your feedback with us. We’re sorry to hear that the glasses did not meet your expectations regarding visual comfort and lens thickness.
Lens thickness may vary depending on several factors such as prescription strength, frame size, pupillary distance (PD), and selected lens index. Additionally, adjustment or adaptation may sometimes be needed when wearing new prescription lenses.
As we are unable to locate your order with the information available here, we kindly invite you to contact our customer service team via [email protected] or through our 24/7 Live Chat with your order details so we can further review your case and assist you accordingly.
Thank you again for bringing this to our attention.
Kind regards,
Firmoo Customer Support Team
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