Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.40

4.4 Rating 4,732 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,732 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 67%
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

“I never received my goods because of the bad delivery company used. Have been refunded by firebox and have tried to order again but it's now out of stock”

Helpful Report

Posted 1 year ago

Hi there We can't thank you enough for sharing your honesty about your shopping experience with us. We're sorry to hear about these delivery delays/hiccups with the carrier. We've shared this with our Operations team to see if there's anything we can do to improve this on our side. We unfortunately ran out of the item that was included in your order and are very sorry for that. We normally restock very fast on most items, but in this case, you just needed it faster than we could provide it to you. We saw that you could arrange it from another website in time, therefore we are happy for you, that you still found something else :) Please reach out to us directly if there's anything else we can do.

Posted 1 year ago

“TERRIBLE NON EXISTENT CUSTOMER SERVICE. Items ordered 5 working days ago, no confirmation, no answer to emails or web or even to my review. Either this is very poor customer service or hate to think a scam as I spent enough to get free 2-3 day shipping and nothing was personalised. Just want communication about the stock, if it will ship in time now even for Christmas. And stop sending promo emails to buy more in time for Christmas!”

Helpful Report

Posted 1 year ago

“Awful customer service. Failed a next-day delivery then didn't response. Just run”

Helpful Report

Posted 1 year ago

“I ordered an paid for an item. 30 minutes later I was told it wasn't in stock and you couldn't tell me when it would be delivered. No chat so sent 2 emails telling you just to refund my money I'd get the item somewhere else. So I ordered from Amazon and they delivered it next day. Now you send me an email telling me it's been dispatched. Do you not read your emails? No chat and poor communication. Now I have to wait even longer for a refund and go to the trouble of sending it back. NEVER DEALING WITH FIREBOX AGAIN!”

Helpful Report

Posted 1 year ago

“Much like other reviewers here I placed an order last week and have received no shipping confirmation, the tracking information says nothing, and I've tried getting in touch multiple times through the contact form, email and WhatsApp to no avail. This order was for a birthday gift for this weekend so I'm really disappointed that it's not arrived in the stated delivery window and that nobody can seem to respond to queries. Appreciate it's a busy time of year but this is really poor.”

Helpful Report

Posted 1 year ago

“Ordered via Topcashback, cashback declined, wouldn't used firebox again.”

Helpful Report

Posted 1 year ago

“paid for next day delivery two days later still waiting,no replies to 2 emails.terrible company.first time i have used them and the last.would reccomend anyone considering to order from them,DONT !!!”

Helpful Report

Posted 1 year ago

“Hoping that I can get an update on my order placed on the 10th Dec and acknowledge by email but no update to say it’s processed or if shipped yet either by email or on website”

Helpful Report

Posted 1 year ago

“Ordered over 2 weeks ago and have received no communication regarding when I should expect the order. I have messaged multiple times asking for an update but have received no reply. I have never experienced such poor customer services and am doubting that I will receive the order before Xmas. I will not be using Firebox again which is a shame as I do like the products on offer.”

Helpful Report

Posted 1 year ago

“Can’t get my delivery from them tried emailing multiple times used WhatsApp also, and used online form. Can’t get a answer from them any help??”

Helpful Report

Posted 1 year ago

“Delivery was poor - waited over 3 days whilst the item was “out for delivery”. When it arrived, it was someone else’s order so no good to me.”

Helpful Report

Posted 1 year ago

“Couldn’t get hold of customer service and item took much longer than stated to arrive”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for sharing your honesty and giving us a detailed view of what we did wrong here. Secondly, we would like to apologize wholeheartedly for the delay in responding. We experienced higher than usual demand and that impacted both our Operations and Customer Support Teams. We're sorry you were on the receiving end of this as we know from first-hand experience that this has caused us nervousness and uncertainties that are specifically amplified during the holidays. This also does not exclude our carriers, which experience similar demand during Christmas time. We promise that they also tried their best and did not intend to disappoint any customer because of a late package. We are extremely sorry for all the inconvenience we caused here and would love to show you that we want to learn and develop from our mistakes. Therefore feel free to give us a second chance and see for yourself, that it is our main goal to provide exceptional service.

Posted 1 year ago

“Absolutely shocking post sale customer service. Once they have your money they're not interested in problems. The only tool in their resolution box is future discount codes, as if you'd trust them twice!”

Helpful Report

Posted 1 year ago

Hi there, We really appreciate your honesty here and are sorry to hear this is how you feel. Please know that when mistakes happen, we try our best to make it right. We've shared your experience with our team to see how we can improve the transparency of our Delivery Methods and how orders are fulfilled. Upon revising your order, we found it had arrived during our estimated delivery period for Next Day Deliveries (when ordered after 3 PM). Again, we do hope to keep being a part of your home, thus, we offered a future discount code. If there's anything else we can do, we'd love to help.

Posted 1 year ago

“The UX on the website was horrible. I thought it may due to using my phone, but then tried on my laptop at it was just as bad. Trying to resize photos and the whole page would zoom in so you couldn’t see the bottom of the screen and Thereford unsure if you had the size of the photo correct or not. I was given a 10% code for signing up to the newsletter. Well the code didn’t work at checkout. Had I not already committed to buying this present with someone else I’d have bought something else or bought elsewhere.”

Helpful Report

Posted 1 year ago

“Wrong item received twice....still waiting a refund”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here! Again, we're sorry for sending the wrong product. We encountered a system configuration mistake that categorized the wrong product and their inventory. This caused our initial and replacement to be incorrect. We've since fixed this but were unfortunately sold out of the original product. We've now refunded the order and didn't ask for a return of the incorrect products. Again, we're sorry and are here if we can further help.

Posted 1 year ago

“Ordered 8 days ago, estimated delivery on website should have been 4 days ago. The item still hasn’t been shipped. Poor.”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here. Again, we're sorry the order arrived after our estimated delivery period -- this has since been received. We're here if the product possibly arrived damaged or if one needs help returning it (we offer free 100-day returns).

Posted 1 year ago

“Bob Ross bobble head came with no book which it should have done .. Emailed you... No reply. Poor communication.”

Helpful Report

Posted 1 year ago

“Ordered the black box with an item missing, after a few days the mistake was rectified but the price of all the items definitely didn’t add up to £100+ as advertised. This is the second time I’ve been burned by this, when last year it didn’t even turn up in the first place, and no replacement was issued. This will be the last time I shop with firebox.”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here. As shared, the missing item which was sent and received -- sorry for that! We've also reached out to share that the £100 value of the 7 items is based on their retail value (non-discounted value). We've shared this with our team to see how we can improve the wording so it's not confusing that the value is based on discounted products.

Posted 1 year ago

“Absolutely rubbish, not value for money at all! Couldn’t be more disappointed with the box or with the customer service”

Helpful Report

Posted 1 year ago

“Don’t trust the delivery times. They say 2-4 working days but that’s from dispatch, and it takes a week to dispatch. I ordered something last Friday estimated delivery 29th (2-4 working days later ) and it’s still not even been dispatched 4 working days later. Just advertise honestly on your website and I would have paid for next day delivery but because the delivery estimation was in time I didn’t think I needed to. Now I don’t have the item I need in time and have had to shop elsewhere. Seems silly to disappoint your customers because you are being greedy trying to look “competitive” when you aren’t. If you were just honest in your estimations you wouldn’t upset customers.”

Helpful Report

Posted 1 year ago

Hi there, We appreciate you taking the time to write an honest review and giving us a detailed view of your situation. We are very sorry you had such an unpleasant experience with us. Your inquiry has already been resolved, but we would like to apologize once more for the inconvenience. During the black week, we were experiencing higher-than-usual demand and this has impacted both our Operations and Customer Support Teams. We are so sorry you were on the receiving end of this. We hope you can give us another shot and prove that we can do better. Kind regards Firebox

Posted 1 year ago

Firebox is rated 4.4 based on 4,732 reviews