Firmoo mess up and now no communication

[cincyanon]

I've been buying online for years now (thanks glassyeyes!) and never
had a problem. Just recently had a good experience buying
prescription sunglasses from Firmoo and convinced my cousin to try
them out.
The glasses arrived and the prescription was right but there was no
tinting. Double checked the initial order and saw the tint was
requested and sent an email asking Firmoo what the next step is.
No response yet.
Anyone ever had to return to Firmoo? Good/bad experience?

[Wm. Lewis]

Firmoo has corrected the problem.  They are going to send the order again with tinting this time.  Mistakes happen and I think this is great customer service to resolve the problem so quickly.
I do think mentioning it here aided their prompt response so a quick reminder:
Many of the online retailers read the forums here at glassyeyes!!  They are dealing with language and distance and manufacturing obstacles to provide us with something almost intimate: our sight.  Mistakes happen.
They may also be small organizations that receive hundreds of emails a day.  Reading glassyeyes forums may be their easiest way to check their customer service complaints.
My suggestion: write of your order problems here at glassyeyes but do it in such a way that does not act as though they are trying to rip you off.  I've had order problems (my progressive lenses usually take four weeks to arrive, not two) but I've never felt the retailer was trying to rip me off.

This is the second time I'm writing about a great customer service experience with Firmoo.  Thumbs up!

[Jankdc]

Thanks for the follow-up. I've had two great purchases from Firmoo,
and I'm glad that they are responding to mistakes.

On Nov 9, 9:42 am, "Wm. Lewis" <bryn...@gmail.com> wrote:
> Firmoo has corrected the problem.  They are going to send the order again
> with tinting this time.  Mistakes happen and I think this is great customer
> service to resolve the problem so quickly.
> I do think mentioning it here aided their prompt response so a quick
> reminder:
> Many of the online retailers read the forums here at glassyeyes!!  They are
> dealing with language and distance and manufacturing obstacles to provide us
> with something almost intimate: our sight.  Mistakes happen.
> They may also be small organizations that receive hundreds of emails a day.
> Reading glassyeyes forums may be their easiest way to check their customer
> service complaints.
> My suggestion: write of your order problems here at glassyeyes but do it in
> such a way that does not act as though they are trying to rip you off.  I've
> had order problems (my progressive lenses usually take four weeks to arrive,
> not two) but I've never felt the retailer was trying to rip me off.
>
> This is the second time I'm writing about a great customer service
> experience with Firmoo.  Thumbs up!
>

[Bullet875]

It's good to hear that they are good about respondng to mistakes.
Firmoo has some interesting items...I have 3 boys and their prices on
the sports/google glasses are excellent.