Firebox Reviews

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

4.4 Rating 4,734 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,734 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 63%
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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Anonymous // 01/01/2019

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

“I received and e.mail telling me my delivery was dispatched on 27th November. It’s now 11th December and my parcel has not been delivered. The phone line says closed and I have no responses from messages sent! Poor service!”

Helpful Report

Posted 5 years ago

“Missed item out of order, contacted customer service via e-mail and social media, but they have been no help at all. Received one reply, but they misunderstood the issue. Haven't heard from them since. Looks like I'll be one present short.”

Helpful Report

Posted 5 years ago

“Parcel did not arrive and no response to emails or social media messages. Will not use again”

Helpful Report

Posted 5 years ago

Hey, Thanks for taking the time to review. Although response to e-mails has been a little slow due to the large volume we have received, you were responded to via social media. Additionally, your parcel with standard UK Mainland delivery, did arrive within its 3-5 working day estimate. We refunded your delivery as a goodwill gesture. Do get in touch if there is anything else we can do for you. Regards, Firebox

Posted 5 years ago

“I bought the never-ending Birthday card and it lasted less than 2 minutes until my brother in law disconnected the battery somehow without even spilling any glitter. Spent £12 on a relatively boring card.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us. We are really sorry to hear that the Never-Ending Birthday Card you ordered was faulty. That's not right at all! We take your feedback very seriously and have flagged this with our supplier. We've contacted you directly via e-mail so that we can make this up to you. We look forward to speaking to you and resolving this matter swiftly. Regards, Firebox Team

Posted 5 years ago

“Freak mask is garbage, Dont waste your money. when you wear the product, it stretches so bad the image is distorted and looks nothing like the image printed on the piece of elastic. Customer relations is no help. don't buy this product!”

Helpful Report

Posted 5 years ago

Hey there Bruce, Thank you for taking the time to review us and give us feedback on your shopping experience. Your rating and feedback is concerning for us. We've had a look into your order and all communication yo've had with us and can see you reached out to us unsatisfied with both your Freak Masks. With our personalised products, the quality of the end result is highly dependant on the quality and resolution of the image uploaded when making the order. Our customer service team has taken your complaint very seriously and tried their best to help. However, considering one of the images you uploaded is blurry and a little fuzzy, it is only expected that this would be emphasised when placed on the personalised product (as it is enlarged to be the size of a human face). Again, with the second photo you uploaded, the image is very grainy and thus this was emphasised when printed on the mask. In brief, quality of the mask is affected by the initial quality of the image provided. 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. We're really sorry that we have been unable to offer you a refund in this occasion as the quality of the images given to us is displayed accurately in the quality of the item.

Posted 5 years ago

“I love the products always great quality and exciting, never had an issue with the customer service and the price is reasonable somewhat My issue lies more so with the delivery methods and courier. When you are told your parcel will be with you within 2-3 days of order I would hope it would be, I have missed birthday presents because it has taken so long. promised 2-3 days now we are one day 8 and there has been no attempt of delivery it really puts me off ordering from the website again despite my admiration of it”

Helpful Report

Posted 5 years ago

Hey there Anon, Thanks for taking the time to review us. We are really sorry to hear that you have been disappointed by the delivery service of your order. We take your feedback very seriously and have looked into the order you made on Nov 4th using our Standard Yodel UK delivery which takes 3-5 working days (all the technical info can be found in our boring but important FAQs). We can see that our warehouse elves dispatched it that very same night and it made it's way to your local depot by the next day. On the afternoon of the 6th, Yodel attempted delivery but nobody was home. They received instruction to leave your goodies with a neighbour and they did so on their re-delivery on Nov 9th. According to the tracking of your parcel, the delivery was done within the timeframe and following your instructions of re-delivery. We have sent you an e-mail in regard to this order, with all the tracking details of your parcel. We hope to hear from you very soon. Regards, Firebox Dream Team

Posted 5 years ago

“First order didn’t arrive, was told that a replacement was dispatched and yet again no item. This was supposed to be a birthday present which is now extremely late. Each time I email I’m told they don’t track the item, this is ridiculous as orders just get lost.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us and giving us feedback about your experience with us. Your thoughts are highly valuable to us and how we can make future improvements. We are really sorry that your first order got lost in post, we did send out a replacement on 23/10/2019 and have e-mailed you about how we would love to help and sort this out. Huge apologies for any inconvenience caused and we look forward to speaking to you and making it up to you. Kindest regards, Firebox Team

Posted 5 years ago

“I havent received my Turkey head yet, and on day 10 for delivery. So yay, I missed Halloween. Firebox said they "helped" and asked me to revise my review. So UPDATE, it has been over 2 weeks since I ordered this item, and am now being told they won't do anything until it is November 18th, which is almost a month since I originally purchased my item. I'm annoyed that their verbiage on delivery isn't accurate, and am unhappy that their response was too bad so sad.”

Helpful Report

Posted 5 years ago

Hey there! Thank you for taking the time to review us, your feedback is very important to us. You're the best! We're really sorry that you are still waiting for your goodies, that really really sucks. We have looked into your order and sent you an e-mail about the delivery timeframe, which is the reason why it isn't with you yet! We're looking forward to chatting with you and staying in touch to make sure your goodies make it to you safe and sound. Best wishes, Firebox Team

Posted 5 years ago

“I thought you could review the product, not the shop. This is for the Pennywise powerpack. Absolute rubbish. It looks cute, but lacks a clear charge indicator (peer inside the sub port for a blue glow!) And fails to charge a phone or tablet to 100 percent. This after the multiple attempts, even after charging the pack all day. I won't bother returning it, as I have never needed to return to Firefox before (usually very good) and did not know about the strict terms. Unfortunately I am the kind of shopper who recycles or bins packaging and receipts upon delivery.”

Helpful Report

Posted 5 years ago

Hey there Jay, Thank you for taking the time too review us and provide us with feedback about your product and experience with Firebox. We are really sorry to hear that you are super disappointed with your Pennywise Powerbank and that it was faulty. We'd love to make this up to you, so we've popped you a quick e-mail to arrange this with you. We look forward to hearing from you. Speak soon, Firebox Team

Posted 5 years ago

“Ordered a Star Wars mystery box for my boyfriend on our anniversary, it was meant to arrive on the 21st, or 23rd at the latest, and it still hasn’t arrived. Moreover, the website won’t update the info about my order, it keeps just saying “despached”. Well, anniversary ruined now !”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us. We are really sorry that you've been kept waiting and haven't received your goodies as expected. We have looked into your order and have contacted you directly about the current status of your package. Also, we have gone ahead and refunded you for the postage since it didn't arrive as estimated. Let us know if you need any more help and, again, we are really sorry for the inconvenience. Regards, Firebox Team

Posted 5 years ago

“Honestly the worst service ever. I ordered stuff for a friends birthday 2 weeks in advance That was suppose to arrive on the 19th of September and I still haven’t revived the things I ordered. sucks I wasn’t able to give her the gifts on her birthday.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to reviews us and provide feedback about your experience. We are really sorry to hear you're still waiting for your order. If you send us an e-mail at info@firebox.com with your order number, we'll be able to investigate the whereabouts of your order and help in any way we can. We want to make sure your friend receives her goodies and we make it up to you for this inconvenience! Regards, Firebox Team.

Posted 5 years ago

“Awful service - my order which was a 21st Birthday present, which now won't arrive in time, was cancelled because you can't have something delivered to another address that isn't where your card is registered. So if you're a student don't bother - ironic for a website that bigs up its student discount.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us. It seems there is a little confusion about this situation. We can deliver an order to an address that is different to that of the billing address. However, if your billing address does not match the address on the card used then this is flagged up for security reasons and the order cannot go through to prevent cases of fraud. If the order was flagged up, we would ask you to confirm the billing address to check it matched the address held by your bank card before the order is cancelled altogether. If you place your order again please ensure the billing address matches the address of the card used for payment. Then, you can enter whichever delivery address you wish to have the order sent to. We are really sorry your order got cancelled but these security measures are in place to prevent fraudulent activity. Please feel free to reach out to us should you have any questions or further queries.

Posted 5 years ago

“was extremely disappointed with my order I get two bargain mystery boxes (1 st random and 2nd unicorn) I guess the 1st felt empty the best thing in the box was a nail polish holder and I was disappointed with that 2 of the five items were for iPhone only, the ugliest thinnest little towel thing I've ever seen and a badly painted Avacado stress ball ( while I dont like this one im willing to overlook it as most likely popular joke gift item so non-offensive I guess ) the unicorn one was a gift it was considerably better but overall still meh I dont think I will shop here again but my sister says she might. ( i did get a free fortune cookie I liked that so thanks for the cookie)”

Helpful Report

Posted 5 years ago

Hey, We are sorry to hear that you were disappointed with your mystery boxes. The surprise element of the boxes does mean that the items received are randomly picked. However, we hate knowing that you are disappointed and would love to make it up to you. Pop us an e-mail on info@firebox.com with your order details and we'll get right on it. Hopefully, this time we'll do better by you!

Posted 5 years ago

“They offer a personalized lego that is supposed to look like what the picture we sent in and ours do not even come close to the pictures. I paid alot of money for this product. I could have just gone out to the store and got a couple lego people for way cheaper.”

Helpful Report

Posted 6 years ago

Hey James. Thanks for the review and sorry your Brick yourself was poor. Email us at Info@firebox.com and we can look into getting you an improved one or refunding your order. Cheers Firebox team

Posted 6 years ago

“My son brought me the unicorn candle egg for my birthday, I was so pleased with it but when it started burning there was thick black smoke and it burnt really unevenly, when I finally got the unicorn out it was so severely black and scorched that I can't get it off!! Such a shame perhaps i had a faulty one but i felt sorry for my son as it was such a thoughtful gift. Thanks”

Helpful Report

Posted 6 years ago

Hello there, Thanks for taking the time to review our company. Very sorry to hear about this candle being faulty. We can definitely get you a refund or replacement for your order. Just send us an e-mail over to info@firebox.com with your order number and we'll get everything sorted for you. Very sorry again, looking forward to hearing from you. Cheers, The Firebox team

Posted 6 years ago

Hey Sarah. Thanks for the review and sorry for candle issues. If you could email us at info@firebox.com and we can send you a replacement candle or refund your order. Cheers Firebox team

Posted 6 years ago

“The fathers day supprise box was 2days late and very disappointed with the content for the money I won't buy anything from you again”

Helpful Report

Posted 6 years ago

Hello there, Thanks for taking the time to review our company. Very sorry to hear about this delay with the delivery of your order and that you were not satisfied with its content. Just send us an e-mail over to info@firebox.com with your order number and we'll provide you with a refund on your postage and sort something else out for you in regards to the dissatisfaction with the product itself. Very sorry again, looking forward to hearing from you. Cheers, The Firebox team

Posted 6 years ago

“Don't ignore dimensions. The unicorn hour Glass is cheap and Lilliputian. First and last order from firebox.”

Helpful Report

Posted 6 years ago

Hello Melissa. Really sorry your order wasn't up to much. We would love to make it up to you. Please email us at info@firebox.com with Reviews in the subject. Cheers Firebox.com

Posted 6 years ago

“i have tried over 40 different photographs to go onto suitcase none successful really annoying”

Helpful Report

Posted 6 years ago

Hello there, Thanks for taking to time to review your experience with us. Very sorry to hear you had some troubles with the image upload on our personalised product. We would just need the image to be at least 1000 by 1000 pixels, in order to have a good quality print. If you could send us an e-mail to info@firebox.com with the images you wish to use we'll see what we can do to help and guide you through this ordering process. Looking forward to your message! Best regards, Luca Firebox team

Posted 6 years ago

“Dont bother with the mystery boxes you, will be dissapointed!!!!! Complete rip off!”

Helpful Report

Posted 6 years ago

Hello Philip, Thanks for taking to time to review your experience with us. Very sorry to hear you were not satisfied with the content of our Mystery Box! We try our best to have a selection of our most successful products but it seems we didn't hit the target this time. If you could send us an e-mail to info@firebox.com with your order number we'll get this sorted for you with a replacement or refund. Looking forward to your message! Best regards, Luca Firebox team

Posted 6 years ago

“12 euro se ding coats to nethela ds.....”

Helpful Report

Posted 6 years ago

Hello there, Thanks for taking to time to review your experience with us. Unfortunately we cannot quite make out what the issue seems to be, but if you could elaborate over e-mail with us we'll be happy to help you! Our customer service e-mail is info@firebox.com Looking forward to your message! Best regards, Luca Firebox team

Posted 6 years ago

Firebox is rated 4.4 based on 4,734 reviews