Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.41

4.4 Rating 4,721 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,721 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
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)

Whats 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.

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

“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

“Website said if you ordered by this date you would receive by Christmas, I am still sitting waiting for my order to even be shipped and its 12/27 Tried emailing customer service 3 times with no response, went on FB and messaged there, no response. I am about to see what options I have with BBB, you have an obligation to give a customer their PAID for merchandise within the time frame promised.”

Helpful Report

Posted 3 years ago

Hey Carissa Based on the rating, we have got to know that you are dissatisfied with our service and the long delivery time. I just read through all the conversations about your complaint and I can absolutely understand your 1-star rating. Our colleagues from customer service wrote to you that your package was delivered on 01/18/2022. Did you receive the package? We would like to close the case correctly. When the package has arrived, please be so kind to inform us accordingly. Finally, I would also like to offer you a discount when the package has arrived. After all, it arrived much too late. We look forward to hearing from you soon. Best regards Firebox

Posted 3 years ago

“Bought the mermaid tears vodka for my daughter for Christmas as it's her favourite,and all she asked for,but Unfortunately upon opening it on Christmas night it has that distinct perfume gin smell and taste,as neither of us like gin won't get drunk and wont be purchasing again(sorry).”

Helpful Report

Posted 3 years ago

Hi Jean, Thank you for taking the time to write a review. We are very sorry to read that you were not satisfied with your ordered item. That is of course a pity. Our customer service will contact you immediately to offer you a solution, which we hope is satisfactory for you. We hope you will give us another chance and stay as a customer. We would be very happy about that. Take care Firebox

Posted 3 years ago

“Ordered a birthday present on 9th of December for a birthday on 21st - 5 day delivery. No delivery by 21st December. When I emailed to check it's status it took 3 days to get a reply and ultimately a refund. Begs the question how much longer would Firebox hold onto my money if unable to fulfill the order. No other correspondence in between times. Very poor all round, have bought plenty in the past from Firebox, but I will shop elsewhere going forward after this shambles.”

Helpful Report

Posted 3 years ago

Hello Nick Thank you very much for giving us such an honest review. We are sorry to read that you did not receive your ordered present as it was temporarily sold out. This is of course very annoying. Unfortunately, our customer service was very busy during the holiday season and therefore we had some delay in our responses to our customers. This should not happen and we can understand your displeasure. A refund was arranged for you, which you should have received in the meantime. Our customer service will contact you immediately and take a look at this matter. It would be a pity if you would not order anything from our store in the future. We hope you will give us another chance and let us convince you that we can do it better! Best regards Firebox

Posted 3 years ago

“Rating would be - 1 if you had that option available. Ordered well in Advance for Christmas (November) still haven’t recieved one special personalized gift. Response was blatantly put “ you’ll get your order after Christmas.” Recipient will receive this later in the year as he was on leave for the holidays. It’s too late now. Very cold and awful customer service. I want a full refund back.”

Helpful Report

Posted 3 years ago

Hi Janelle, Thank you for taking the time to write an honest review. We are very sorry to read that you were not satisfied with your order and also with our service. This should not be the case under any circumstances. We formally apologize for this. Our customer service had already contacted you regarding this matter and refunded you the amount for the item you did not receive. However, due to the Christmas season, there were hardly any customer inquiries, which were unfortunately answered by us, sometimes delayed and short. This is not how our service should be and we would like to show you that we can do better. Our customer service will immediately contact you again and offer a solution, which is hopefully satisfactory for you. Take care Firebox

Posted 3 years ago

“Missing an item No contact No answer of emails”

Helpful Report

Posted 3 years ago

Hi Gregg, Thank you for taking the time to write a review. We are very sorry that you had such a bad experience here and that you are unhappy with our service. Of course, this should not be the case. We have noticed that our customer service has already contacted you and was able to help you with your problem. The refund for your returned item has already been done and you should have received it. We apologise again for any inconvenience caused. 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

“I have not received my order, ordered almost a month ago.”

Helpful Report

Posted 3 years ago

Hi Cerys, Thank you for your e-mail and your time to place this review. We are very sorry to hear, that you have not received your ordered items in time. Unfortunately, during Christmastime, we had some technical problems. Our system could not transmit the order and therefore the delayed delivery occurred. Please excuse the inconvenience caused. We have checked the tracking history and we noticed that your parcel has been delivered on the 12th of January. We hope you have a lot of fun with your articles and we would be happy if you would remain as customer. All the best Firebox

Posted 3 years ago

“In this day and age you need to speak to someone straight away if something goes wrong. 2 days for a response is far too high. And when you do respond it takes another 2 days on top of that. Ridiculous. Take note from amazon”

Helpful Report

Posted 3 years ago

Hi Lorna, thank you for taking the time to review - we appreciate it. First of all, we would like to say sorry that you are not happy with our service. As we have learned from the foregoing correspondence which you already had with our customer service, you had some problems with the order of an item, which was unfortunately out of stock. We can understand that this is of course very annoying. Our customer service was demanded during the Christmas season. As a result, there were regrettable delays in responding to customer queries. This is not our kind of service, and we say SORRY again. I 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

“Total rubbish. Bought as Xmas present for daughter and doesn’t work. No instructions. Don’t waste your money.”

Helpful Report

Posted 3 years ago

Hello Laura, Thank you for taking the time to share your experience with our shop. We are very sorry that you have received an item which does not work. Of course, this should not be the case and we can of course understand your annoyance. Our customer service will contact you immediately and offer you a solution, which will hopefully be satisfiying for you. We say sorry again and would be happy if you give us another chance and stay as a customer. Take care Firebox

Posted 3 years ago

“Check your emails”

Helpful Report

Posted 3 years ago

Hi Adrian, thank you so much for taking the time to review - we appreciate it. We would like to sincerely apologize for the lack of communication regarding your missing order. We were not helpful to you as a good buyer and we should have handled the matter more carefully. Hopefully, the arranged solution with our customer service was to your satisfaction. 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. Wish you the best Firebox

Posted 3 years ago

“Usually a great service, but no lead times displayed, website said would arrive before Christmas, no Comms until the 22nd, when yodel said it would arrive on the 28th, I had travel plans, so travelled, then yodel said would arrive on the 24th, but I'd already travelled. A shambolic experience all round”

Helpful Report

Posted 3 years ago

Hi Charles, thank you for taking your time to review us - we appreciate it. We would like to sincerely apologize for the lack of communication about your missing order. Yodel had a lot of problems in the stressful time, but you are right, we should have reacted faster or better. Sorry for that. We would like to love you if you would give us a chance to show you, our service is better than we have shown with your last order. All the best Firebox

Posted 3 years ago

“Several emails sent regarding return still awaiting reply”

Helpful Report

Posted 3 years ago

Hi Claire, thank you for your review regarding your item. We are very sorry that the item did not meet your expectations and we sincerely apologize for the lack of refund after your return. Our customer service team has been in touch with you and hopefully, a satisfactory solution has been agreed with you. We would be very happy if you visit us in the webshop again during the year and we can show you that the service is usually better and faster. All the best Firebox

Posted 3 years ago

“Brilliant but expensive for just tiny things”

Helpful Report

Posted 3 years ago

Hi Jennifer, Thank you for taking the time to write your review. We are very sorry that you are not happy with the item you have received. Our customer service has already contacted you by e-mail to arrange for a respective compensation. We would very much appreciate if you would remain as a customer. All the best Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,721 reviews