Firebox Reviews

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

4.4 Rating 4,736 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,736 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

“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

“I ordered a “Brick Yourself” Keyring as a valentines gift for my husband and given the reviews, was confident that it would be a great present. There are a few pictures on the site of various customisations so I was extremely disappointed with the product I received. My figure didn’t even have hair! It had a helmet on when I asked for a side fringe cut (mid-2000’s emo cut, I know that this would be very similar to some of the standard Lego hairpieces!) I am extremely disappointed in this service for the cost and I had quite a bit of back and forth communication with the team regarding the exact customisation I was looking for so for that reason a BIG thumbs down. I can not get a refund as it is a bespoke service so this is just a real shame. The pictures are clearly pretty deceiving or I was an unfortunate exception.”

Helpful Report

Posted 6 years ago

Hello Tanith. Thanks for taking the time to leave a review. We're very sorry to hear that the overall outcome, even after working with us, was such a disappointment. It should not have been so difficult. We will definitely take your comments on board regarding this. Although it is a bespoke item, we can actually accept this one particular product as a 'return', so we could love to get this arranged for you. Please get in touch via info@firebox.com again, so we can help sort this. Sorry once again for letting you down, looking forward to your reply. Kind regards, Sara - Firebox Team.

Posted 6 years ago

“I bought a mystery box and half of all 4 items were for the iPhone. I have an android. Waste of £35 and the large box it came in.”

Helpful Report

Posted 6 years ago

Hey Alannah. Really sorry that the Mystery box never lived up to much. Email us at info@firebox.com and we can arrange a return for you. Cheers Firebox team

Posted 6 years ago

“Items took a long time to get here. Half of the items In the box don’t even work or are broken. Not very happy with my firebox experience.”

Helpful Report

Posted 6 years ago

Hey Branden. So sorry to hear about your order. Email us at info@firebox.com and we can refund or resend your items that are faulty. Cheers Firebox team

Posted 6 years ago

“I Brought a mystery box as I thought it would be fun and a great little surprise gift and yes I know it’s random and you take a risk but after reading the reviews on their site of people saying how great they was I thought why not but i have to say it was the biggest disappointment ever out of four items there was absolutely nothing even half decent at all in the box. I had to check what some of the items were. so I went on their site to find out but could only find two of the four items actually on the site and one of the items I was able to find was actually on offer I could have brought it for £8 so I paid £30 for disappointment would not recommend”

Helpful Report

Posted 6 years ago

Hey. So sorry to hear that the mystery box never lived up to much. If you could please email us at info@firebox.com with reviews in the subject line and we will make it up to you. Cheers Firebox team

Posted 6 years ago

“Items never came! Had to chase firebox to get a reason why.”

Helpful Report

Posted 6 years ago

Hello, Sounds like a pretty poor experience with us, very sorry it left you so disappointed. Could you drop us a quick email with Reviews in the subject line please? We would love to get this looked into, see where we could make changes and also just have the opportunity to make things up to you. We don't like that we've left things how they are at the moment! Kind regards, Firebox.com

Posted 6 years ago

“Never received my order, they were completely unprofessional, one story from one person and another story from someone else about the whereabouts of my order clearly not bothered about losing customers or money. Clearly don’t know how to deal with customers either. Appalling service, definitely will not be using again or recommending!”

Helpful Report

Posted 6 years ago

Hey. So sorry to hear your Firebox experience was poor. Email us at info@firebox.com and we can make it up to you. Once again we are really sorry that we let you down this time. Cheers Firebox team

Posted 6 years ago

“I never received my product. The company has offered to resend it or refund me but after I responded I didn't hear back. I have emailed them half a dozen times and still no answer. DO NOT BUY FROM THIS COMPANY!! There goes $35 dollars down the drain.”

Helpful Report

Posted 6 years ago

Hey. Really sorry your order hasn't arrived. Can you email us at info@firebox.com and we can chase it up for you. Cheers Firebox team

Posted 6 years ago

“I ordered a humidifier that took several weeks to receive (they billed me immediately of course) and there was no tracking info. When I received the item, it was DAMAGED! I emailed them and they said I would have to ship it back for a refund and they would reimburse shipping costs up to $9 per kg. It took another several weeks to get a refund - after I emailed them to ask. I shipped their damaged product back to them in the UK (I'm in California) the cheapest, trackable way possible. The shipping cost for me came to $130. I advised Firebox and they are sticking to their guns and are only reimbursing me for $9. I researched several shipping companies and there isn't ONE that would have shipped this item to the UK for $9. STAY AWAY FROM THIS COMPANY - THEY SEND BROKEN ITEMS AND HAVE TERRIBLE CUSTOMER SERVICE.”

Helpful Report

Posted 7 years ago

Hey. Really sorry for the postage return cost. If you could please email our Head of Customer Services sean.wiseman@firebox.com and we can discuss it further. Cheers Firebox team

Posted 7 years ago

“I never received a confirmation or a reply to my e-mail, but my card was charged. Now my money is gone and I have no way to contact them!”

Helpful Report

Posted 7 years ago

“It's been 30 days since I ordered my product, and have not received either the product or a response to the 2 emails I sent them. Their call hours are ridiculously short, and the fact that I live in the US--a country they market their products to--makes reaching them by phone even more difficult. I've filed a complaint with PayPal against them.”

Helpful Report

Posted 7 years ago

“I ordered two Christmas gifts on December 4, with delivery promised in time for Christmas. Christmas came and went, and here we are a month later with no product, no tracking information and two people with no Christmas gifts from me. I have emailed the company FIVE times inquiring about where the product is etc, and have received NO response. However, I know they respond to emails because prior to my order I asked a question which was promptly answered in less than a day -- because it meant a sale to them. After the order is placed, it seems they have no regard for their customers. Next step is credit card company to dispute the charge because I have not received the product nor any response to track it etc. I can't even explain how disappointed I am!!”

Helpful Report

Posted 7 years ago

“Items they claimed to have sent out never showed up, and got no explanation.”

Helpful Report

Posted 7 years ago

“I placed an order to be delivered on 3-5 days and after over 10 days the company told me that it was a misunderstanding and that in fact takes longer. I paid for the most expensive delivery option to be sure that the item was arriving on time as it was for a birthday and the birthday has passed and still no news and no actions from them. They haven't even offered to refund me for the delivery been more expensive. Don't buy here.”

Helpful Report

Posted 7 years ago

“The handling of this transaction by Firefox certainly involved misleading and deceptive conduct and might amount to fraud. I have from Firefox confirmation of receipt of order on 14 December AND confirmation of DISPATCH via Yodel on 15 December complete with a consignment number and tracking number as well as an estimated date of delivery being 19/20 th December. When the item did not appear I contacted Yodel who told me that whilst the consignment number had been raised, the item was not available for collection !!. I then contacted the UK phone number provided by Firefox to be told that THE ITEM WAS NOT IN STOCK AND HAD NOT BEEN WHEN I PLACED THE ORDER!!!. Had I been advised that the item was not in stock (the contrary advice was provided) I would not have placed the order and would have shopped elsewhere particularly as this was a Christmas gift. By the time I finally established that the iteM would not be arriving it was too late to arrange alternative purchase.”

Helpful Report

Posted 8 years ago

Hey Jon, Thanks for getting in touch, so sorry to hear about the issues with this order. It is a really a shame this happened, we've really let you down. We're always looking to improve our service every single day, so we really value the time you've taken to right this detailed review. We can see that this has already been refunded for you, but we'd just like to apologise again for the awful experience. Have a great day. Firebox Team

Posted 8 years ago

“I ordered a personalised pillow for my wife's bday. It did arrive on time... but it was NOT what I paid for. Different words than the ones I asked for. I asked for a replacement. ... they said to me it's on the way. ... but I haven't got any confirmation in over 3 days..... so.... yeah! Good luck if you decide buying anything in firebox.com btw.... the occasion and surprise was ruined .thanks firebox”

Helpful Report

Posted 9 years ago

“Terrible bunch to do do business with , poor product and the very worst arrogant client service ever encounted, DONT BOTHER”

Helpful Report

Posted 9 years ago

“I received my package 3 weeks after I ordered it - it was supposed to be a Christmas gift! I am very disappointed!”

Helpful Report

Posted 9 years ago

“I still have not received my order!!!”

Helpful Report

Posted 9 years ago

Firebox is rated 4.4 based on 4,736 reviews