Firebox Reviews

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

4.4 Rating 4,733 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,733 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

Write Your review

Tell us how Firebox made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous // 01/01/2019

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

“Never received my item, absolute joke”

Helpful Report

Posted 3 years ago

Hello Cristina, Thank you for sending us your review. We are very sorry that you did not receive your parcel. We did a query on Yodel and found out that your parcel unfortunately got lost. However, we completely understand your anger about this. Our customer service team has already emailed you to let you know that a refund will be sent to you as soon as possible. We would be happy if you stayed with us as a customer and gave us another chance. All the best Firebox

Posted 3 years ago

“Still not received my item paid for next day delivery”

Helpful Report

Posted 3 years ago

Hi Louisa, Thank you for your review. We are very sorry that you did not receive your package in time. We did a query on Yodel and found that your package was unfortunately lost. This is of course very annoying. Our customer service has already contacted you about this and arranged for an immediate refund, which should have reached you in the meantime. Maybe you would like to give us another chance so that we can show you here that we can do it better. Take care Firebox

Posted 3 years ago

“Generally love Firebox but they failed big time this time. Two of the things I ordered arrived. But the third - 6 personalised beers - did not. These Xmas presents, Despite being ordered in plenty of time for Christmas, never appeared, and no explanation was given. So Christmas, for some of my friends, was ruined and no-one from Firebox even answered any of my contact requests until several days after Christmas and with just a basic apology and refund, no compensation for having made a mess of my Christmas and shown so little care about it. Not impressed at all, I will not be buying personalised stuff here again.”

Helpful Report

Posted 3 years ago

Hi Jamie, Thank you for taking the time to share your experiences with us here. Unfortunately, due to a technical error, your order was not completely transferred into our system. This is of course very annoying, especially if it is a Christmas gift. In order to be able to offer you a satisfactory solution, our customer service has contacted you. As an apology for our unsatisfactory service, we have sent you a generous gift card and hope that you will redeem it the next time you visit our online shop. We would be very happy if you stayed with us as a customer. We are sorry again for the inconvenience caused and wish you all the best. Firebox

Posted 3 years ago

“Bought a gift for Christmas that still hasn't arrived (31st December)”

Helpful Report

Posted 3 years ago

Hi Adam, Thank you for taking the time to share your experience with us here. We are very sorry that you did not receive your order on time. We understand your anger about this. Our customer service team has contacted you and sent you a gift card as a small token of our appreciation. We hope that the solution offered to you is satisfactory. Maybe you would like to give us another chance so that we can show you here that we can do it better. All the best Firebox

Posted 3 years ago

“They used Yodel as the courier, who were delayed and then not able to deliver on time. Item has been returned to Firebox by the courier, but I've had no further communication from them in regards to either redelivery or refund”

Helpful Report

Posted 3 years ago

Hi Matt, Thank you for giving us such an honest review. We are very sorry that you did not receive your package from Yodel. Of course, this should never happen. Our customer service team has already contacted you and arranged for a full refund for the item you didn't receive. You should receive your refund shortly. Once again, we say SORRY for the bad experience you had here and hope that you might give us a second chance. We would be very happy if you would order from us again. Best regards Firebox

Posted 3 years ago

“Sorry to say that the slippers that I bought from you were not what I thought I had ordered. I did not realise that they were 'one size fits all', but that might have been my own fault. I bought the slippers for my wife who has a size 8 foot, but the slippers did not fit her. In fact she could not get her foot into the top of the slippers at all as there was a strong cord across the instep which prevented entry. This was a pity as in other respects the slippers looked OK. I think that the slippers should have some flexibility or be made in two or three sizes to accommodate different fittings. Sorry, not very satisfied. Dave”

Helpful Report

Posted 3 years ago

Hi Dave, We are very sorry that you are not satisfied with the item you have ordered. Our customer service team has contacted you via email. We hope that the solution offered is acceptable and satisfactory for you. We wish you all the best! Firebox

Posted 3 years ago

“I ordered chocolate toilet rolls from you. When they arrived they were a fraction of the size they looked on your website. They were for my 5 year old Grandson. He was very disappointed indeed because they were so small and the chocolate, although stated to be hand-made in Bath, was rock hard. I complained by your reply simply said if you do not like them, please send them back.”

Helpful Report

Posted 3 years ago

Hi David, Thank you for sharing your experience in our shop. We are sorry to hear that the item you ordered did not meet your expectations. Of course, we want our customers to be satisfied, so our customer service has already contacted you and offered you an appropriate solution. We would be pleased if you would give us and our shop a second chance. Best regards Firebox

Posted 3 years ago

“My ordered item didn’t make it to bath time. The plastic clips used to open the toy are impossible to loosen and place the battery in. As a result, the plastic cracked and now cannot be used. No guidance given how to open the firebox up. If there was a zero option I would rate it as that as one star is not justified considering I never got the chance to use it.”

Helpful Report

Posted 3 years ago

Hello Jonathan, Thank you for taking the time to share your experience with us here. We are very sorry that you were not satisfied with your order. We emailed you on 07.02. and offered you a refund or a replacement delivery as compensation. Unfortunately, we have not received any answer from you yet. We would be very pleased if you would contact us again. Maybe you would like to give us another chance so that we can show you here that we can do it better. All the best Firebox

Posted 3 years ago

“Awful service”

Helpful Report

Posted 3 years ago

Hi Chantal, Thank you for your review. We are very sorry that you were not satisfied with our service. We emailed you on 07.02. and tried to clarify your concerns and offered you a solution. Unfortunately, we did not receive an answer from you. We would be pleased if we would hear or read from you again. All the best Firebox

Posted 3 years ago

“didn’t work paid 11 quid for a box”

Helpful Report

Posted 3 years ago

Hi Devashree, Thank you for taking the time to write a review. We apologise once again that you have received a defective item. Our customer service has already contacted you and immediately arranged a refund. We hope that this solution is satisfactory for you and would be very pleased if you continue to order from our shop in the future. Take care Firebox

Posted 3 years ago

“Awful experience Recently ordered two tech mystery boxes that were supposed to be presents on Christmas day. Ordered on the 20th with express delivery which was advertised to arrive before Christmas. Package arrived today (29th) in a damaged box missing an item”

Helpful Report

Posted 3 years ago

Hi Sean, Thank you for your review. We regret that you received a damaged package here. This is of course very annoying. Our customer service has already contacted you and arranged a refund. We apologise once again for the inconvenience caused and hope that you will give us a second chance and remain a customer. All the best Firebox

Posted 3 years ago

“Been using Firebox for years and never had a problem. But unfortunately in both my recent orders there has been problems. Missing items and broken products. Tried to contact customer services but my messages aren't getting answered. Its also about time Firefox stopped cheaping out on using Yodel. They're better than that.”

Helpful Report

Posted 3 years ago

Hi Jason, Thank you for your review. We are very sorry that you were not satisfied with your order here. Our customer service team has already been in touch with you and we hope they have been able to offer you a satisfactory solution. We hope you will give us a second chance and remain a customer. All the best Firebox

Posted 3 years ago

“Products excellent but unfortunately delivery provider used poor. They delivered to my friend’s neighbour house- but did not leave a note at my friends house and the package arrived to the neighbour opened.”

Helpful Report

Posted 3 years ago

Hi Deniz, thank you for your review - we appreciate it. We would like to sincerely apologize for the late delivery of your order. Especially during the Christmas season, there were problems with our delivery service and massive delays in delivery. We hope that our customer service was able to solve the problem with you and the solution is also to your satisfaction. Despite the problem, we would be happy if we could show you that our service is better than we showed with your complaint order. Take care Firebox

Posted 3 years ago

“Been buying for years, but never again. Zero communication as they held my order for nearly a month - had to shop for Christmas twice at the last minute. Such a shame.”

Helpful Report

Posted 3 years ago

Hi Ian, Thank you for your honest review. We are very sorry that you had such a bad experience here. Our customer service team contacted you again on 04.02. to offer you a satisfactory solution. We hope that you will give us a second chance and remain a customer. Take care Firebox

Posted 3 years ago

“Woeful. Yodel stole my parcel, which happened to be a Christmas present for my daughter. Emailed firebox about the situation, expecting an investigation and refund. Have I heard anything? No. Terrible courier along with terrible customer service. Wouldn’t dream of coming back.”

Helpful Report

Posted 3 years ago

Hi Richard, Thank you for your honest review. First of all, we would like to apologise for giving you such a bad impression of our shop and customer service. This should not be the case under any circumstances. Unfortunately, we discovered that Yodel has lost your package. This is also an unpleasant situation for us. Our customer service has arranged for a full refund, which you should have received by now. Nevertheless, we would like to formally apologise once again and hope that you will give us a second chance. We can do better and would like to prove it to you. All the best Firebox

Posted 3 years ago

“having placed an order mid December which yodel couldn't be bothered delivering I then reordered the same items paying express delivery, I still haven't received any items. so consequently I will be expecting a refund on 2 orders that will have been returned to sender. Best thing firebox could do is use a carrier that actually does what it promises”

Helpful Report

Posted 3 years ago

Hello Sarah, Thank you for your review. We are very sorry that you had such a bad experience here and that your order was not delivered. We understand that you are not happy about this. Something like this should not happen. As we have learned from the foregoing correspondence, you have received a refund in the meantime. However, our customer service team will contact you again and offer you a refund. Once again, we say SORRY and wish you all the best. Firebox

Posted 3 years ago

“My parcel still hasn't arrived after three weeks. I have sent you an email asking where my parcel is as it was a Christmas present.”

Helpful Report

Posted 3 years ago

Hi George, Thank you for leaving us your review here. We are very sorry that you did not receive your package, especially since it was a Christmas gift. Unfortunately, Yodel sent your parcel back to us, which is of course very annoying. Our customer service team has already sent you a replacement. We sincerely hope that you have received your order this time and that everything worked out. Once again, we say sorry for the inconvenience caused and would be pleased if you remain as our customer. Take care Firebox

Posted 3 years ago

“Firebox didn't bother placing the order with the supplier and I have neither a delivery date nor a refund so I can't recommend no matter how cute an idea.”

Helpful Report

Posted 3 years ago

Hi Debbie, Thank you so much for giving us an honest review here. We are sorry to read that you had such a bad experience here and unfortunately you did not receive your ordered item. Our customer service team here has already sent you a refund. Nevertheless, we will contact you again to hopefully find an acceptable solution for you. We hope you will give us a second chance, our service is better and we would like to prove that to you. Take care

Posted 3 years ago

“I still haven't received my order”

Helpful Report

Posted 3 years ago

Hello Rachel, Thank you for taking the time to write this review. We are very sorry, that you have not received your ordered item in time. Unfortunately, your package was lost by the carrier. An investigation at Yodel was unfortunately also unsuccessful. Things like that shouldn't happen! However, our customer service has already contacted you by e-mail and arranged for a refund for you. We really hope you will be able to forgive us and give us a second chance to make up for our mistakes. All the best Firebox

Posted 3 years ago

“I ordered something for Christmas and it hasn’t been delivered and I’ve not been refunded”

Helpful Report

Posted 3 years ago

Hi Doyin, Thank you for taking the time to write an honest review. First of all we would like to say sorry that you have not received your ordered item. We have checked your case and found out that your package was unfortunately lost by Yodel. We can absolutely understand your anger about this. Something like this should not happen! We have seen that you have already been in contact with our customer service and have received a refund in the meantime. Nevertheless, we would like to apologize again for the inconvenience caused and our customer service will contact you again regarding this. We wish you all the best and hope that you will give us a second chance. Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,733 reviews