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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery ok no registration certificate as yet 2 weeks later! I sent it off in plenty of time to gift the entire package! Disappointed!”

Helpful Report

Posted 3 years ago

Hi Theresa, Thank you for your review. Our customer service team contacted you by email a few weeks ago to find out what was wrong with your order. Unfortunately, we have not received an answer from you. Of course, we would be happy to look into your complaint and would therefore be pleased to hear from you again. This is especially important so that we can offer you a satisfactory solution. Best regards Firebox

Posted 3 years ago

“Ordering and Delivery of the Warmies was excellent. Sadly, the “one size fits all” was far too small for my wife, who is a size 7. I’m surprised your marketing information is not more specific concerning size. It was disappointing to see my wife disappointed when she opened this present on Christmas Day.”

Helpful Report

Posted 3 years ago

He Andrew, Thank you for taking the time to write a review. We are sorry to hear that you were not satisfied with the boots you ordered. Our customer service tean has contacted you about 3 weeks ago and offered you a partial refund as compensation. Unfortunately, we have not received a reply from you to date. We would be very pleased if you contact us so that we can send you the solution offered. We would appreciate it if you would give us a chance to show you that our service is better than we showed with your last order. Best regards Firebox

Posted 3 years ago

“Never got full order”

Helpful Report

Posted 3 years ago

Hi Jennifer, Thank you for taking the time to write a review on review.io. We are very sorry that you did not receive part of your order. Unfortunately, there was a technical problem. My colleagues in customer service have already contacted you and arranged a refund and sent you a gift card as compensation. We hope that this solution was satisfactory for you and we apologise again for the inconvenience caused. We would be pleased if you would give us a second chance and remain a customer. Best regards Firebox

Posted 3 years ago

“Sad because half my order got cancelled 😞”

Helpful Report

Posted 3 years ago

“Yodel damaged my delivery label so it only arrived on the 24th after I contacted them”

Helpful Report

Posted 3 years ago

Hi Nerissa, Thank you providing us with your review here. We regret that you had such a bad experience here. It is very annoying. Our customer service has already contacted you and arranged for a partial refund as compensation. We hope that this solution is satisfactory for you and we would be very happy if you remained as a customer. Wishing you the best Firebox

Posted 3 years ago

“arrived quickly but does not heat up.”

Helpful Report

Posted 3 years ago

“Ordered two mystery boxes. The gadget filled box was fine. The food box was filled with stuff with best before dates between March and October 2021. Not sure how this could have happened.”

Helpful Report

Posted 3 years ago

“Ordered something for my sister, and the courier did not inform us of the delivery. I later found it after it had sustained very visible water damage after they left out in the rain. Completely unacceptable. The only reason I am not giving a 1 star review is that this is mostly at fault of the courier, but it is Firebox's responsibility to use reputable couriers. Firebox was rather non-transparent about the process as well, and I simply cannot find an easy means to access customer service on their site”

Helpful Report

Posted 3 years ago

Hi Leon, Thank you for taking the time to write a review on review.io. Our customer service team has already contacted you regarding your order. Unfortunately, the package was damaged during delivery. We are of course very sorry about this and it should not happen. Our customer service has already arranged a refund for you and informed you accordingly. Unfortunately, we have not heard anything more from you. We hope that this solution was satisfactory for you and that you will perhaps give us a second chance. We would be very happy if you stayed with us as a customer. Best regards Firebox

Posted 3 years ago

“Working with customer service currently to try and fix mine… hopefully it will look a little more like him. I did get a good laugh though and they’ve been very attentive in trying to correct it.”

Helpful Report

Posted 3 years ago

Hi Bailey, Thank you for taking the time to write a review on review.io. You have already contacted our customer service here regarding your order. I also saw that you received a full refund for the items you ordered as you did not like them. We are sorry that you were not satisfied here. We would be very happy if you could give us a second chance so that we can show you that we can do better. Best regards Firebox

Posted 3 years ago

“Love all the products on here and hate hate hate that most of the best products are not available to me in the US. Hoping to see that changed, would love to order some stuff!”

Helpful Report

Posted 3 years ago

Hi there Monica, Thank you for taking the time to review us - we appreciate it. Our customer service team has contacted you via mail and hopefully resolved the matter to your satisfaction. Take care Fireboxers

Posted 3 years ago

“I paid a lot of money for a very expensive gift that was just left on my doorstep for all to see. Thank goodness my husband popped home randomly and found it lying there before anyone else did!”

Helpful Report

Posted 3 years ago

Hi there Samantha, Thank you for taking time to review Firebox - we appreciate it. We apologize, that your delivery did not meet your expectations and that you unfortunately gave us a bad review. We have already contacted our delivery partner and asked for a statement. This should not happen again in the future. Take care Fireboxers

Posted 3 years ago

“I ordered a personalised pillow case two weeks ago tomorrow and selected 3-5 working days shipping yet only received it yesterday. After contacting yourselves I was notified there was a technical error and my shipping fee was refunded. I am happy with the way it was resolved quickly however understandably a little disappointed it missed my boyfriends birthday. I have ordered from yourselves in the past and haven’t had an issue so I will try again in future.”

Helpful Report

Posted 4 years ago

Hey there Anon, Thanks for reviewing Firebox, though we are sorry to hear it hasn't been the awesome experience we both had hoped for. We looked into your order of the Sleepy Head Pillow Case and can see you have since been in touch with our customer services team, and confirmed your order arrived Feb 23rd. We can see our team also sent the tracking information for you. Do let us know if you have any more concerns or worries, we're always happy to help! 😄You can contact us via e-mail: info@firebox.com Take care, The Firebox Team

Posted 4 years ago

“Shipping untracked 10-14 days....it took 10 days just to actually ship the order. Here we are 21 days later and the package is still in transit somewhere until it gets to my local carrier, then an extra few days more from there. I've received items from Wish more quickly than this.”

Helpful Report

Posted 4 years ago

Hello there Tim, Thanks for taking the time to review and rate Firebox, though we are sorry to hear it hasn't been the experience we both hoped for. We can see that your order was sent out on Jan 6th using International Airmail Untracked. Your chosen delivery method usually takes up to 14 working days (Mon-Fri) so the parcel was due to arrive Jan 20th - 26th. We are so sorry you're without parcel! 😱 Do contact our team directly via e-mail, we'd love to help in any way we can: info@firebox.com. We look forward to hearing from you soon. Cheers, Firebox

Posted 4 years ago

“I enjoyed the taste but It’s not as hot as it’s advertised I did both lollipops and it was easy same as the chocolate bar I ate 20 pieces was only a little bit hot in the mouth but did give a painful aftermath in the stomach but not for to long”

Helpful Report

Posted 4 years ago

Hey Ja, Thanks for reviewing Firebox, though we are sorry to hear you're disappointed that your stomach ache wasn't as long with the Instant Regret goodies as you'd hoped. We've passed this onto to our team, though it's the first time we've been told the regret hasn't been instant....🤯 You have a stomach of steel, Ja. We might have to make an Xtra Instant Regret just for you, since 6.4 million Scoville chilli extract is not enough hear for you 🌶 Take care, Firebox

Posted 4 years ago

“Poor experience. Lost all my order history and was told the moving systems. Still waiting, must be lost but ng to be fixed. Ordered 2 items 2 weeks ago. I turned up in 2 days the other i'm still waiting and not have to but a different gift as it wont get here in time. The item”

Helpful Report

Posted 4 years ago

Thanks for reviewing Firebox, Greg! Though we are sorry to hear it hasn't the experienced we both hoped for. We can confirm that we have recently moved systems and our tech team has been working behind the scenes, restoring the order history on the accounts. This will appear in your account soon, though apologies for the delay. In regards to your order, we are sorry to hear you're without parcel. Please do contact our customer services team via e-mail at your earliest convenience so we can help with this: info@firebox.com We look forward to hearing from you and making this up to you! Regards, Firebox

Posted 4 years ago

“I ordered 6 items from Firebox. I received 5 of the items in 3 different deliveries, and the last one (personalised gift wrap that I was going to use for all the other items which were Christmas gifts) probably got lost and I did not receive it. Two weeks have passed and Firebox was not able to track the parcel despite the ridiculous amount of money spent for the delivery (€22,75), and asked me to wait one month before I can request a refund (and of course it's going to be too late for Christmas) In the I did not receive a refund and I cannot use the gift wrap to ship my Christmas presents. The only thing they did was refunding me of half the shipping cost.”

Helpful Report

Posted 4 years ago

Hey friend, Thanks for taking the time to review Firebox, though we are sorry that this was not the experience we both hoped for. We've looked into your order and can see you've been waiting on your personalised wrapping paper, which was dispatched individually. We are so sorry this item is running late. The shipping charge of €22,75 that you mention, covers the postage and packaging cost of all 5 items. We have refunded you the 50% of this cost for the delay experienced with one of these five items in your order. As our colleague has advised, we are afraid that we have to allow a further 10 working days for the parcel to turn up. This is due to the COVID-19 impact on delivery services. We have received reports of nation-wide delays. We are truly sorry for this delay. Rest assured that should you be without parcel on Dec 17th, we will issue you a full refund for the missing item. In the meantime, should there be anything further that we can do then don't hesitate to get back in touch with us via e-mail on info@firebox.com Regards, The Firebox team

Posted 4 years ago

“Having waited for ages for Sloan the Sloth to come back into stock, I finally received mine a couple of weeks ago. There's no doubt he is insanely cute and very loveable BUT when I originally looked at these creatures, and ordered mine I am sure it also heated up. But alas, my sloth lacks a warm heart (or warm anything, to be honest). To add to my disappointment it appears I have received a distant relative of Sloan rather than the real McCoy as his arms are much shorter than I expected and won't even cuddle round my neck/shoulders (and I do not have a particularly fat neck), his little paws also do not hold together so I have to hold onto him so he doesn't fall off me! The 'massager' experience is more of a high powered vibrating thing. No gentle or in between mode, just full on pneumatic drill. Not pleasant. I have fibromyalgia and have a lot of pain in my neck and shoulders but sadly after my treatment with said Sloan the Sloth, the pain was worse :( I have shopped from Firebox for many years and always been delighted with Firebox and its service and products. However, MY Sloan the Sloth is but a poor impersonator of what it was supposed to be, a sloth in sheep's clothing, a furry fraud xx”

Helpful Report

Posted 4 years ago

Hey Lorraine, Thank you so much for reviewing Firebox! We appreciate any and all feedback. We are so sorry that Sloan did not give you the soothing and snuggly back massage experience we both hoped for 😔 We really want to make this up to you and have contacted you directly to discuss a replacement or refund. We look forward to hearing what works best for you. Speak soon, Firebox

Posted 4 years ago

“I ordered the "Peek a Boo - Hidden Face Personalised Cushion" from firebox and I'm dissatisfied with the end result. The picture of the product has a free-floating face on a white background. In the description, it says to upload your picture and they'll do the rest. They even make a big deal of selecting a photo with only one person in it so they can edit it properly. They printed the whole picture and didn't cut out my face at all! The mermaid sequins also are sewn on too tight so you can't swish them back and forth. I sent this to my Grandma for mother's day, she seems to like it (besides not being able to flip the sequins), but I'm so disappointed because I know what is was supposed to look like. Also arrived late. I'm including a photo but blocking my face.”

Helpful Report

Posted 5 years ago

Hey there Le, Thank you so much for taking the time to review us and bringing this issue to our attention. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are e-mailing you directly to arrange a replacement of this ASAP. We look forward to hearing from you and sorting this swiftly. Kind regards, Firebox

Posted 5 years ago

“Ordered the isolation box £30-40 not worth it probably £20 worth of stuff”

Helpful Report

Posted 5 years ago

Hi Adam! Thank you very much for taking the time to provide us some feedback on your order of the Isolation Mystery Box. We're very sorry to hear that you are disappointed with its contents. We assure you that the contents within the box are worth a total of £60 at retail value, if sold separately. Part of the fun of our Mystery Boxes is the risk of not knowing its contents, which means there is the possibility these won't be to personal taste. As per our disclaimer on the product page, due to the nature of this product, we are unable to offer our usual 30-day, no-quibble returns policy, if you later change your mind, or otherwise decide to return the product through no fault of Firebox. However, should you wish to discuss this further, please feel free to contact us via e-mail on info@firebox.com. We'd be more than happy to help in any way we can. Regards, Firebox

Posted 5 years ago

“I ordered 3 of the Isolation Mystery boxes for family and friends, they were opened together via video links, but all three contained exactly the same things, and most of the contents were quickly discarded as being rubbish. I’ve bought Firebox mystery boxes in the past and they were fun, but I’m afraid these missed the mark badly and it was pretty poor that all three boxes contained exactly the same items.”

Helpful Report

Posted 5 years ago

Hey David, Thank you very much for taking the time to review us. We are very sorry that your latest order from us was disappointing. As a loyal customer over the years, we are very concerned to read that we've let you down with this last purchase. Your Firebox experience and, the feedback you share with us on products and services we provide is very important to us. We have reached out to you directly through here (privately) and via e-mail to see if there is anything we can do to make it up to you as well as your family and friends. Although our Isolation Mystery Boxes do contain the same items, this is because we have a variety of classic Mystery Box types i.e Gadget, Home, Foodie, Unusual. Our range does expand throughout the year to feature Disney, Star Wars, Valentines, Black Friday and Christmas-themed Mystery Boxes the same way we now have Isolation Mystery Boxes. When we do have multiple versions of a Mystery Box (such as Secret Santa) these will be differentiated by types and a multiple choice options on the product page - a little bit like our current Party Game Lucky Dip 1, 2 and 3. We really look forward to discussing this with you and to decide how we can rectify this for yourself and your loved ones. We look forward to hearing from you soon. Kindest regards, Firebox

Posted 5 years ago

Firebox is rated 4.4 based on 4,732 reviews