ComplaintsforFirmoo Online Optical Store

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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. 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 22, 2022 I re-ordered my second pair of glasses from ********** due to a previous error on my first pair which were originally ordered on April 17, 2022. My second pair of glasses arrived to the mailbox on June 3, 2022 but were supposed to be shipped via 2 day express per Firmoos represent ****. Not only did they arrive late, my glasses were improperly processed. I paid $19.95 for advanced thin lenses and $8.95 for advanced coating on my previous order. (**** issued me a coupon and informed me that the second pair would be processed with the exact same advance features). My glasses arrived with very thick lenses, zero coating and a terrible glare. Not only did I have to wait for glasses twice received incorrectly, I am forced to wait yet again and be inconvenienced a third time. This is unacceptable! Firmoo is supposed to be a reputable company but my experience has been a complete nightmare. I am therefore forced to take my business elsewhere. I will ensure that everyone I know is aware of the shoddy business practices that ********** utilizes.

  Business response

  10/18/2022

  We apologize for the experience and apologize for the late reply due to some problems. Please be kindly reminded that one order can be exchanged or refunded once. Since the second pair is already an exchanged order, it can't be refunded or exchanged again, so our email customer service provided a big coupon. But we applied for special compensation for your case. The refund is done. Since you paid with a credit card, the money will reflect in your account usually within one week, but sometimes up to one month, depending on how fast the bank will process it. Btw, as our email customer service explained, the frame of your second pair is indeed larger than your first pair, so it looks thicker. Smaller frames with thick edges are recommended since such frames can hide thick lenses. For coating, please be kindy reminded that it doesn't mean there will be no glare but less glare. Btw, the standard shipping method was chosen, which usually takes **** days after the order is placed. The order was placed on May 22 and it was delivered on June 3, still within the promised time (We don't have a 2-day express). You can check our shipping time to different countries here: ***************************************    If glasses fail to be delivered within the promised time, we will provide compensation. For any further problems, please feel free to contact us through email, call center, or Livechat (24/7). Thanks and take care. 

*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. ↩