Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.41

4.4 Rating 4,721 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,721 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

About Firebox:

A homeware, lifestyle and gift shop for people with imagination.

Visit Website

Email:

info@firebox.com

Location:

Firebox.com Ltd 21-27 Lamb's Conduit Street,
London
City of London
WC1N 3NL

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Firebox 5 star review on 20th April 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Dreadful customer service ordered item on december 5th and still no item, emailed a week ago and no response there either, it really is a dreadful level of customer service when especially during this time of year when people are relying on you for presents, i respect that you may have staff issues due to covid but that doesnt account for people being ignored, a placeholder email or a genuine response should be the absolute bare minimum”

Helpful Report

Posted 3 years ago

Hi Chris, thank you for taking the to review your recent order with us. We would like to sincerely apologize for the lack of communication regarding your order. Unfortunately, the return and processing after the return took longer and we should have responded faster - our fault. We hope our customer service was able to resolve the issue and they have been in contact with you regarding your refund and the issue with the open chargeback. We would appreciate a chance to show you that our service is better than we showed with your complained order. All the best Firebox

Posted 3 years ago

“Absolutely shocking service, I returned my item over 2 weeks ago, it's been back with you a week because I've been tracking it, i haven't even had a message to say its been received and I haven't had a refund. I have contacted through WhatsApp, email and Facebook messenger and still no reply. This service is disgusting. I. Would like a full refund as soon as possible. Avoid ordering to avoid this terrible return service!!”

Helpful Report

Posted 3 years ago

Heya Emily, Thanks for reaching out and please accept our apologies for the long-overdue response. We've dropped you an email, but we'll also confirm here that your order has now been refunded in full. Sorry again for the delay. Cheers, Firebox

Posted 3 years ago

“Ordered on December 8th, haven’t had any communication with them since the conformation email despite me trying to contact customer service. Don’t order from Firebox as they clearly do not care about customers but they are more than willing to take your money. Disgusting”

Helpful Report

Posted 3 years ago

Hi Sam, thank you for taking the time to review your Firebox experience. Firstly, we would like to sincerely apologize for your not processed order of our Sock Your Pet – Personalised Pet Socks and also for the lack of communication about the issue. Our customer service has been in touch with you and have arranged a refund in full but also let the order continue. According to our partner, your order was sent and hopefully, the item and our solution was to your satisfaction. We would be happy, if you will give us a second chance to show you, our service is better as we have shown in Christmastime with your order. All the best Firebox

Posted 3 years ago

“Very slow to ship. Placed an express order for birthday gifts paying over £16 to next day ship. The website says they ship the same day so I was expecting package the next day. Its now 5 days later and it hasn't even shipped. Total let down and now I'm embarrassed with no birthday gifts.”

Helpful Report

Posted 3 years ago

Hey Fenella, thank you for your review of your recent order with us. We sincerely apologize, that your birthday gifts didn't arrive in time and we have ruined the surprise. For the lack of communication regarding the issue of your order, one item was not in stock, we would also apologize. Our customer service has tried to find a satisfactory solution and hopefully, it was to your satisfaction. All the best Firebox

Posted 3 years ago

“Ordered on Dec. 8 and still not delivered. I've emailed a few times with no response AT ALL. Terrible service and don't recommend!”

Helpful Report

Posted 3 years ago

Hello Layna, thank you for taking the time to review your recent order. Firstly, we would like to sincerely apologize for the late delivery of your ordered items, our Fresh Faces and also for the lack of communication about the problem, with late processing by the partner. Our customer service has been in touch with you and sent a message, that delivery comes in time to Christmas according to our partner, and it is annoying for both, that your order has arrived one week later. Hopefully, the item is to your satisfaction. We would be happy, if you will give us a second chance to show you, our service is better as we have shown in Christmastime with your order. All the best Firebox

Posted 3 years ago

“Order item 5718455 on the 4th december. Had to chase last week and waa told would be dispatched by the 17th. Still hasnt been. Phone number doesnt work. No reply to whatsapp or fb messenger. No answer to email. Shocking service. Present is for a young person and need to know if will arrive any time soon.”

Helpful Report

Posted 3 years ago

Hello Chris, thank you for your review of your recent order. Firstly, we would like to sincerely apologise for the problem with your order and also for the lack of communication about the problem. Customer service has been in touch with you to find a satisfactory solution which we hope was to your satisfaction, although the refund cannot replace the gift itself as it would simply make a great gift for Christmas. All the best Firebox

Posted 3 years ago

“You can’t even see what’s on the mug. This is not like the description nor the example picture! Plus they took about a month to ship with no emailed responses.”

Helpful Report

Posted 3 years ago

Hi Jazmin, sorry your order took so long to arrive and for our delayed reply. The mug is heat sensitive so the pictures of your pooch will only spring into life once you've filled the cup with your favourite hot beverage. If the images still aren't showing when you fill it with hot water, please give us a shout because that doesn't sound right at all. Cheers, Firebox

Posted 3 years ago

“Absolutely terrible service. Order was placed on the 7th on December. Still no delivery. I've emailed 4-5 times with no response as to where my order is. Will not be ordering from here again. Shambles.”

Helpful Report

Posted 3 years ago

Hi Robertamay Thank you for taking the time to review your order with us. We are sincerely very sorry that the delivery of the ordered Dog Bowls has not reached yet. It should not happen that you had to wait longer for a response, even though there are a lot of requests at the moment. Customer service has already contacted you and hopefully, they were able to resolve your case to your satisfaction. All the best and Merry Christmas.

Posted 3 years ago

“I paid for an order on 27th of November 2021, the Tracking said would be delivered on 30th November, I've checked Tracking everyday and everyday it says will be delivered today. now 15th December still no parcel. The bad news is Firebox won't give me my money back or even reply to me. DON'T BUY HERE!!!!”

Helpful Report

Posted 3 years ago

Hey Brian, Thanks for taking the time to review your Firebox experience. We sincerely apologize to you for the fact that your delivery did not arrive, especially now that everyone is waiting for gifts for their loved ones. After clarification with the delivery service, our customer service contacted you and hopefully, the solution reached is to your satisfaction. All the best and Merry Christmas.

Posted 3 years ago

“I have not received my order and no one has responded to me. I have emailed, sent a Tweet, Facebook messaged and Whatsapp messaged but still nothing. I have also tried calling but the number is no longer in use... Now I don't know what to do and don't have enough time to find alternative gifts.”

Helpful Report

Posted 3 years ago

Hi Maisie, Thanks for your review of your order from Firebox. We apologize that there was a problem with your order at the supplier. Unfortunately, attempts to ship the order to you promptly were unsuccessful. Customer service has worked with you to find a solution that we hope is to your satisfaction. All the best

Posted 3 years ago

“The mystery box was stocked with items that would have been considered trash back in 2002.”

Helpful Report

Posted 3 years ago

Hello Liam Thank you for taking the time to review your recent Firebox experience - we appreciate it. Are you not satisfied with the Mystery Box? We're sorry to hear that, as the box is a very popular item and our Buying team work hard to make sure the contents inside each box are carefully curated and provide a good saving to the customer As your expectations were not met, our customer service team has already worked out a solution with you, which we hope will be satisfactory for you. All the best

Posted 3 years ago

“If I could give a zero I would. Package arrived 5 days later than stated on website. Ordered a personalised water bottle, the name colour was supposed to be black when it arrived it looked like the printer ran out of ink its so faintly printed you can barely see it.”

Helpful Report

Posted 3 years ago

Dear Brigitte, Thank you for taking the time to review your Firebox order - we appreciate it. We apologize that your received order did not meet your expectations, which we can very well understand with the water bottle you received. Our customer service team has already contacted you to work with you to resolve the issue. So close to Christmas, unfortunately, only one option remained as a solution and we are sincerely sorry that a Christmas gift was lost for you as a result. All the best.

Posted 3 years ago

“I have been sent someone else’s order. ☹️”

Helpful Report

Posted 3 years ago

Hi there Karen, Thank you for taking the time to review Firebox - we appreciate it. We sincerely apologize that your order was mixed up during shipping, this should not happen, after all, we wanted to satisfy you with the order. Our customer service has contacted you immediately and resent your order. Now you are hopefully in possession of your order and very importantly, you are now also completely satisfied with the order. All the best

Posted 3 years ago

“Ordered products at the end of September and still waiting for order to be delivered in full”

Helpful Report

Posted 3 years ago

Hi Peter, Thank you for taking your time to review your Firebox experience - we appreciate it. We are very sorry that you have not received your personalized socks yet. We understand your anger very well and find it a pity that your experience with Firebox is not a good one. Our Customer service has chased up your request and has already contacted you via email. Hopefully, your matter was solved to your complete satisfaction and that we can continue to welcome you as a customer in our store. Take care Fireboxers

Posted 3 years ago

“Did not get my order”

Helpful Report

Posted 3 years ago

H Celine, Thank you for taking the time to review Firebox - we appreciate that. We apologize that you have not received your order yet. Your product is not shipped from the UK and has a longer delivery time. Customer service has already sent you an email with the tracking data and your package will now arrive in the next few days. Of course, we hope that you will be satisfied with your product and if it is intended as a gift, that you will be able to be fully impressed with it. :) Take care Fireboxers

Posted 3 years ago

“Really disappointed with the product. I recognise you are not magicians but the stripes needed to be vertical as in the picture I sent. Whilst the key ring looks not a lot like my son , if the stripes had been correct I could possibly have used it.”

Helpful Report

Posted 3 years ago

Hi Jayne, Thank you for taking the time to leave a review of your experience with Firebox. It's a pity that your experience with the gadget is not positive. We sincerely apologize that the Brick Yourself™ Keyring - Personalised Mini Figure did not arrive at your satisfaction. Our customer service has chased up your case and hopefully, it has now been resolved to your satisfaction and we were able to change your experience to a positive one after all. Take care Fireboxers

Posted 3 years ago

“I placed an order for a personalised gift for a birthday. 28 days later I still haven't received it, despite the page stating 5-7 business days delivery. I did not receive any emails about shipping or dispatch, despite inputting my email, I did get a response from customer services when I emailed to tell me the order had been dispatched but that was over a week ago with no sign of the item still. It's a totally pointless gift now seems as I had to go out and buy something else to give on time. I'm not holding out for a refund or any sort of compensation.”

Helpful Report

Posted 3 years ago

Hi there Beth, Thank you so much for taking the time to review us - we appreciate it. We sincerely apologize that your order still hasn't arrived after such a long time and that you weren't able to hand over the gift for the birthday, not even belatedly. This was certainly not our intention and it is very upsetting for both parties. We hope that the customer's solution is satisfactory for you. Take care

Posted 3 years ago

“Horrible horrible horrible. Total waste of time. The product never arrives, it's been over a month and no one sends you any update unless you ask for it, and even when you do, nothing happens. It was supposed to be a gift for kids and where my order is, that's still a mystery.”

Helpful Report

Posted 3 years ago

Hi there Yaprak, Thank you for your time to review us. We sincerely apologise that your order was not processed as you had imagined and we are even more sorry that the surprise for the children was ruined. That was certainly not our intention. Hopefully, customer service has resolved your concerns to your satisfaction. As a small gesture of appreciation, we have sent you a £10 gift voucher via Customer Services. Take care

Posted 3 years ago

“Order hasn’t arrived. Customer service has bad attitude. On the website it states 13-19 days for printing and delivery but now they are telling me 20 working days from the dispatch day (it’s not even dispatched yet)”

Helpful Report

Posted 3 years ago

Hi Clare Thanks for taking your time, to give us a review. Apologise for the negative experience with your last order on Firebox. We contacted the supplier, and the problem is solved now. Our customerservice contacted you and hopefully solved it for you. As an apology, we gifted you a £10 Gift-card. Kind regards.

Posted 3 years ago

“Never turned up !”

Helpful Report

Posted 3 years ago

Hi there Scott Thank you for taking time to review Firebox - we appreciate it. We are very sorry that you have not yet received your delivery and have had a bad experience with Firebox. Our customer service team will contact you via mail and hopefully resolve the matter to your satisfaction. Take care Fireboxers

Posted 3 years ago

Firebox is rated 4.4 based on 4,721 reviews