Extremely disappointing experience
I have been a loyal Firmoo customer and have ordered from them before, but this has been by far my worst experience with the company. I ordered two pairs of sunglasses as part of a 2-for-1 promotion. The order was placed and was significantly delayed. Firmoo contacted me to apologise for the delay and specifically promised free accessories as compensation. The order was eventually shipped, meaning we missed a significant part of the summer when the sunglasses were actually needed. When the delivery finally arrived, only one pair had been delivered. The package had been left outside our property with no delivery notification, and we woke up to find the packaging in an extremely poor condition and effectively in pieces. The one pair of glasses we received was also too small and unusable despite providing them with my PD and measurements. The promised accessories were missing too. I contacted customer service and initially requested a full refund. Instead, I was offered either a refund or a voucher to place another order. The voucher amount initially sounded like reasonable compensation, so I accepted it. However, I then discovered that the voucher can only be used once per order and cannot be combined with promotions which I had of course used. The voucher therefore did not actually allow me to recreate the deal I originally purchased nor the free accessories promised for the late delivery. In reality, I was essentially offered the opportunity to order again for the same value, rather than being genuinely compensated for the problems I experienced or receive what I was offered. I'm extremely disappointed, particularly as I have previously been a loyal customer. I would strongly recommend thinking carefully before ordering if you are relying on a particular promotion or need your glasses by a certain date. This experience has seriously damaged my confidence in Firmoo and I will not order from their company again.