Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered glasses on March 21st. I was told on March 23rd when I reached out to ask a question on my order, I was assured my glasses were done and being quality checked, and would be shipping out the next day. On the 26th I still had no tracking info or updates as promised so I reached out again. I was told by the agent they would ship today. I look online, still no updates this morning. I reach out again, and am told that none of that is correct, they are still processing... I can't cancel this order unless I pay extra fees and lose my hard earned money. Every agent I have talked to has a different story and I would like my money refunded so maybe I can actually get glasses at the end of this :( they're newest online update is April 24th. If that's the case I need my money back so I can get glasses before a month from now after they're website says it takes 5-8 business days. If they'll actually send them I need glasses. I am just done playing games at this point and their customer service is rude and condescending.

  Business Response

  Date: 04/04/2025

  Hi ******,

  Were truly sorry to hear about your unpleasant experience this was never our intention, and we sincerely apologize for the inconvenience caused. ??
  

  Your order #************** (placed under ************************* was shipped out on March 31st. The tracking number is **************************, shipped via ***************. You can track the shipment through *** ***************) or **** *************** / ************). For more details, please refer to the attached shipping log and tracking information.
  

  We also apologize for the confusion caused by different explanations regarding the **** The estimated delivery time may change before shipment depending on the product's processing time, which varies by product. We understand this may have led to misunderstandings, and were truly sorry about that.
  

  As your order is now on its way and should arrive soon, we kindly suggest waiting to receive the item. If youre not satisfied with it upon arrival, we are more than willing to offer a full refund thats our commitment to you.????
  

  If you find this acceptable, we would sincerely appreciate it if you could consider canceling the complaint. Meanwhile, our email customer service team will also follow up with you shortly please keep an eye on your inbox.
  

  Once again, were sorry for the trouble and truly hope youll give our products and service another chance. ??

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  At this point I don't need anything further from them. Due to the lack of consistency and condescending nature of how I was treated by EVERY representative I dealt with, I reached out to my bank. They have since credited me my payment back pending an investigation. Due to my bank correcting the issue I need nothing further from them. As long as the investigation is completed and I retain my full payment back from the bank I am not happy but at least my money is returned. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 04/17/2025

  Dear ****** *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the poor experience you had with us and the inconvenience caused.
  
  We have reviewed your complaint ID# ******** and are pleased to inform you that your refund request has been approved. The time it takes for the refund to reflect in your account will depend on the processing time of your issuing bank.
  
  We take your feedback seriously and are committed to improving our services. We will continue to optimize our logistics and enhance the professional training of our customer service staff to provide better customer service in the future.
  
  Once again, we apologize for any inconvenience caused and thank you for your understanding.
  
  Best regards,
  Firmoo **************** Team

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a pair of glasses through the company. I asked for ultra thin lenses which I did not receive but paid extra for. They wanted me to make an eye appointment for my doctor to check there glasses over. Which I refused to do. I asked for a refund which they danced around for several emails. I had to turn into an angry customer which then they offered a coupon. I just want my money refunded and ill be happy to send the glasses back because I cant even take two steps with them on. But they won't refund my money. I will be going back to *****.

  Business Response

  Date: 03/05/2023

  Hi *****, we are sorry for your experience. As checked, our CSR already issued full refund for your order on March 02, and the PayPal refund Transaction ID is *****************. Please check your PayPal account later. 

  We are sorry there was some misunderstanding during the refund process. To check the root cause of the discomfort issue of the glasses, we will ask some questions first, so we can help our customers get a perfect pair next time. But we will surely help you return or exchange. We received your email on March 01 that you wanted for exchange, so we issued the exchange coupon for you.Then on March 02, we received your refund request and we issued right away. 

  Please feel free to contact us if any further questions. 

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank acct has been debited on 12/29 5 times for a single order from firmoo in the amount of $174.73. I have sent the account transaction detail 5 times. A firmoo supervisor promised contact from firmoo s ******************** within 24 hours. The only info I have had from ******************** is on frmoos side that the transaction shows unpaid. While this note was placed in my account on January 1, today, 1/2/23, I was told that the ****************** was closed on that date and is still closed. PayPal, which processed the transactions as a guest account at the suggestion of firmoo representatives, states that firmoo must contact them. Firmoo has not done so and simply replies they have not received the payment which both my bank and PayPal confirm has been sent. The order has been cancelled by firmoo without refund. My bank advises they cannot reverse any charges until the transaction posts - which firmoo has declined to do. Without firmoo s contact of PayPal I cannot receive my funds back to my acct.

  Business Response

  Date: 01/18/2023

  Hi *******, we sincerely apologize for the inconvenience. Upon checking, the money reflects in our account on January 3, 2023, at 8:39:42 AM PST while the order changed to New Order 10 seconds later, on January 3, 2023, at 8:39:52 AM PST. You contacted us before the payment was received, so our customer service indeed found no transaction record. Also, there was no transaction number from you, so it's hard for us to check the successful payments as you mentioned. (Sometimes there is a delay and money doesn't reflect in our account immediately). After the payment was received and the order was under processing, we sent an email to you about that. Please search Firmoo in the spam folder if you don't see our email. The order number is ************** and it's on the way to you. The **** website shows it's expected to be delivered on Jan. 20. Tracking site: *************************************************************************************; Also, since the processing was delayed, we sent a gift together with your glasses. Apologize again. For the other 4 charges, may we know the transaction IDs for checking? If payment is done successfully, there is usually a transaction ID, but the screenshot shows no transaction ID. Upon checking Paypal, there is indeed one payment received and that's also what the ************** representative told you as you mentioned during the chat. Please don't worry. If there are duplicate charges, we will refund them. Our call center customer service will contact you within 24 hours about the concern. Thanks for your time. (Please check attachment for more information)

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ** ********
  
  ***** ********* *******************
  

   

  In response to your contact of 1/24, this complaint has not been resolved.

   

  I received a call on 1/18 fromFirmoo regarding the complaint. The agent stated that the ******************** was aware that one payment was received by the merchant for $147.83, and that 4 had been cancelled by PayPal. The agent informed me that financial services was continuing to work with PayPal to resolve the matter and I would be updated. I have not had an update from firmoo. During the call on January 18, I requested a supervisor in order to discuss the length of time the matter has taken. I was advised that no supervisors were on shift due to the time difference between ***** and the southeastern *************. I was further informed that a supervisor had my contact information and would call me upon supervisors arriving on shift. As of this date, I had no call from any supervisors. 

   

  Today I called from you again to ask if there had been any progress on the refund since January 18. The agent reviewed the notes from the January  18th call and confirmed that the financial department had posted that one payment for the order had indeed been received. The agent to whom I spoke stated there is no further update from the financial department, and no indication of when I will receive the refund. The agent put me on hold to look for a supervisor, and came back to say that there were no supervisors on shift. The agent offered me a call back from the supervisor, and since I am still waiting for the callback which was promised when I spoke with an agent on January 18, I expressed skepticism. The agent remained silent on the call for over three minutes, and then the call terminated. 

   

  At this point I have no expectation that I will be receiving the money I am owed. I am concerned that the company is hoping that if they ignore my messages and request to complete the matter, that I will simply eventually go away.

   

  *************************

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 02/01/2023

  Hi *******, sorry for the confusion. Actually, our supervisor, *******, called you on Jan. 18 and talked with you about the issue. For the payment made on Dec. 29 as you mentioned, there is indeed no transaction record on our end and we verified it with Paypal customer service as well. Again, the screenshot you sent is about pre-authorization of payments but is not valid proof of successful transaction as double-checked with Paypal customer service. If the payment is successful, there is a transaction number. Please kindly check with your bank about the successful payment as you said and ask them for the transaction number for checking. Also, we are wondering if that payment is made for other stores. Here is our transaction record under this email for your reference. If you made the transaction with other emails, please send them to us for checking. Please don't worry. If there is really an unnecessary payment made on Dec.29, we will refund it to you. Thanks and take care.