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

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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

“I ordered these well in time for Christmas. They did not arrive on time. I received an email in January notifying me that they would arrive soon. They still have not arrived and now you would like me to review the product that didn't arrive and the service that was so poor you couldn't get in touch to let me know that this Christmas gift wouldn't be here on time.”

Helpful Report

Posted 3 years ago

Hi Hayley, thank you so much for your review - we appreciate it. First, we would like to sincerely apologize for the poor handling of your order and that you were unhappy with the processing and late delivery. Unfortunately, there was a problem with the "Fresh Faces" and they had to be reworked. We also thank you for the honest words about your review with our customer service and we completely understand, because with the way the whole order went you just received poor service. Of course, though, we would love for you to give us another chance so that we can show that the service is much better than you experienced. Take care Firebox

Posted 3 years ago

“Delivery still not arrived”

Helpful Report

Posted 3 years ago

Hi Jennifer, Thank you so much for your review - we appreciate it. We apologize that you haven't received the shipment yet but the item has an ETA of up to 19 business days (MO-FR) and your order was dispatched directly from the partner in the US on 01/24/2022. Our Customer Service has provided you with the necessary tracking information and the Fresh Faces should be delivered in the next few days. Over the next week, customer service will contact you again to see if the delivery went well and if you are happy with the item. All the best Firebox

Posted 3 years ago

“Absolutely awful - wish I could give you 0 stars. Service has plummeted over the past year and will NEVER order from your site again. Will also be warning everyone I know about your rubbish service. Item was over one month late, delivered the the wrong address and damaged.”

Helpful Report

Posted 3 years ago

Hi Jasmine, thank you to share your last Firebox experience. We would like to sincerely apologize for the bad process with your order. Especially during the Christmas season, when everyone is waiting for the gifts and then mistakes happen, it is of course even more annoying and we are sorry if we ruined your gift. We hope that our customer service was able to solve the problem with you and that the solution with the given refund is also to your satisfaction. We would be happy if you don't turn your back on us despite all the hassle, because our service is better than we showed when you placed your order. All the best Firebox

Posted 3 years ago

“Poor, the item was guaranteed to arrive before Christmas. Actual arrival was late January.”

Helpful Report

Posted 3 years ago

Hi Rory, thank you so much for your review - we appreciate it. We sincerely apologize for the poor process of your order and that you were unhappy with the handling and late delivery. Unfortunately, there was an issue with the socks and they had to be reworked. Customer service has contacted you and hopefully, the solution found is to your satisfaction. Take care Firebox

Posted 3 years ago

“Received 6 weeks after order with no update or apology.”

Helpful Report

Posted 3 years ago

Hi Stefanie, thank you for taking the time to review your last Firebox experience. We apologize that unfortunately our Brick Yourself keychains were not delivered in time for Christmas and you could give them to a loved one as planned. Needless to say, it is very annoying when a package of gifts does not arrive when you are waiting for it. Customer service has already contacted you and we hope that the solution found was satisfactory. All the best Firebox

Posted 3 years ago

“I did not receive what i ordered! They were Christmas presents…. Been almost a month.”

Helpful Report

Posted 3 years ago

Hi Jamie, thank you for taking the time to share your Firebox experience with our community. First, we would like to sincerely apologize for the lack of delivery and communication. This should not happen even in stressful times. Unfortunately, it happened and we are very sorry that we also left someone without a gift. Customer service has been working to find a satisfactory solution and hopefully, the full refund is satisfactory to you. As compensation, we have sent you a voucher and we would be very happy if you use it for a new order where we can show you that our service is better than you experienced with your last order. All the best Firebox

Posted 3 years ago

“Genuinely concerned this is a scam of some sort or just a poorly run company? I placed an order for the holidays in early December and as I type this January 23rd, 2022, after being reassured by Sven the order was placed - I have yet to receive anything from this company. What a let down, please beware and learn from my mistake.”

Helpful Report

Posted 3 years ago

Hi Maggie, thank you so much for taking the time to review us - we appreciate it. We sincerely apologize for the poor process of your order and that you were unhappy with the handling and late delivery. Unfortunately, there was an issue with the "Fresh Faces" and they had to be reworked. The poor communication has given you the impression that you have been taken in by a scam company, but our Customer service has contacted you and hopefully, the agreed solution with the full refund and the received item has convinced you otherwise. All the best Firebox

Posted 3 years ago

“I have received my package yet and I am worried where it is delivered to my mums house and she has never received it and I spend £90 with you guys so if I didn’t receive the item I would like a refund”

Helpful Report

Posted 3 years ago

Hi Max, thank you for providing us with your review. We are very sorry to read, that you have not received your ordered items. My colleagues from customer service have contacted you in this regard and arranged for a full refund for you. Furthermore, as a small compensation, we have sent you a gift card which you can redeem on your next visit to our shop. We apologize once again for the circumstances that have arisen here and hope that you will give us a second chance. Best regards Firebox

Posted 3 years ago

“Spent 10 pounds on a birthday card along with another 5 pounds postage for the item not to work as described. Email to complain was completely ignored.”

Helpful Report

Posted 3 years ago

Hi Rebecca, From your review, it appears that you are not satisfied with your ordered item. We are very sorry about this. I have taken a closer look at your case again and found out that our customer service has already contacted you by e-mail. They have arranged for a total refund to you to rectify the inconvenience caused. We hope that this solution is satisfactory for you and that you will perhaps give us another chance here. We would be happy to show you that we can do better than we did with your last order. Best regards Firebox

Posted 3 years ago

“Products look great but I experienced tough times getting my order. It got lost in the admin. Wouldn't mind if the standard apology came with a gift card or some show of goodwill. It didn't though.”

Helpful Report

Posted 3 years ago

Hi Peter, Thank you for your review. Unfortunately, due to a technical error, your order was not processed correctly. Mistakes happen in stressful times, but we say sorry again for any inconvenience caused. As a small compensation, we have sent you a gift card and we look forward to seeing you again in our online shop. All the best Firebox

Posted 3 years ago

“Ordered on the 7th Dec still no update on the 20th so I email (after my what's app was ignored) to find out my order wasn't processed properly and they placed the order again for me but wouldn't be until after Christmas that it arrived. Email again for another update to then get a reply on the 12th January to say again my order wasn't processed and they've refunded me. So not only was I down a gift for my partner who works away I also got the same bull excuse.”

Helpful Report

Posted 3 years ago

Hey Courtney, Thank you for your review. The review has brought to our attention that you were not satisfied with the processing of your order. We sincerely apologize that there was a problem with your ordered item. Your order has been dispatched by the Supplier and should have arrived in the meantime. Our customer service has already contacted you and forwarded the respective tracking link to you. Sorry again for causing you so much trouble, and we would appreciate if you will give us here a second chance. Take care Firebox

Posted 3 years ago

“I am very unhappy with Firebox as for a purchase on your site less than 20 € I had to pay custom fees of 25 € which is unacceptable and on which you should have drawn my attention- no way to contact you so you have definitively lost a client!!!!”

Helpful Report

Posted 3 years ago

Hi Patricia, Through the review, we have been informed that you are not satisfied with the delivery of your order. On our site, the FAQ states that duties may apply outside the UK, as the UK is no longer in the EU. However, the duties depend on the country, Firebox has no influence on this. We are happy to accommodate you and cover part of the customs costs, for example half of the cost. You are also welcome to use our partner shop for France Cadeauxfolies in the EU. There are no additional costs. https://www.cadeauxfolies.fr/ As a courtesy, we have arranged for a refund to be made to you. We hope that we have been able to restore your customer satisfaction with this gesture. We would be pleased if you would order from us again in the future. We wish you a great day Firebox

Posted 3 years ago

“I ordered two items, both for a Christmas present. After not been delivery I emailed before Christmas however got no reply. It was only after sending a second email I got a responce saying my order was not processed correctly and asked if I would still like my order or a refund. I replied asking for my order before recieving another reply saying one of the items was out of stock now (had been in stock when i ordered). As a result I had to get a refund on this item and order from Amazon instead. Item that was delivered (eventually) was satisfactory however overall a disapointing experience.”

Helpful Report

Posted 3 years ago

Hello Euan, Thank you for taking the time to review your order experience with Firebox. First of all, we would like to sincerely apologise for ruining a Christmas gift from you. Of course, this was not our intention, but unfortunately, the mistake happened with the oversell. The late response from customer service should also not have happened and we are sincerely sorry for this. Normally the process and customer service at Firebox are very good. We would be happy if you gave us another chance to show this. Customer service will contact you again. All the best.

Posted 3 years ago

“Ordered on the 13th December it’s now the 16th Jan and only 3 out of 7 items delivered. Trust pilot reviews show 3.1/5 so this company is no longer reliable or trustworthy. Common things not being delivered arepersonalised air fresheners, socks and the Lego in a frame. 3 emails from the customer service team all asking the same thing so could just be an auto generated email using different names. No one ever responds.”

Helpful Report

Posted 3 years ago

Hi Cheryl, First of all, I would like to apologise that you had a bad experience with our shop. We are very sorry about that. Our customer service has arranged for a replacement and already sent you a gift card. If you have not received your replacement delivery, please inform us immediately. Furthermore, we have suggested you a partial refund, unfortunately, we have not received any reply from you in this regard. We say Sorry once again for the inconvenience caused and would be happy if you will give us a second chance. All the best Firebox

Posted 3 years ago

“I ordered 13/12/21 for Christmas presents which I expected to arrived for the end of December - no drama, my guests were here for a few weeks. It is now 16/01/22 and only part of my order has been delivered. I have dealt with multiple members of staff (Dafne, Andrea & Caroline) and on my last email I expressed my frustration at no one taking responsibility and elevating this order through to completion. They did offer a refund which I declined because my guests are aware of their presents. I’m finding them awful at communicating- their emails all say the same thing and “there was a technical problem with the supplier, would you like a refund or to proceed?” I’ve answered 3 times in a row and the last time I requested it be raised as a complaint. No response as yet and that was on Thursday 13th Jan 2022. I can’t review the products because some have not been delivered as yet - please send me a follow up link.”

Helpful Report

Posted 3 years ago

“Terrible. One product arrived, a toy that didn't work. Did manage to send that back. Other stuff, Christmas presents ordered in good time for Christmas. January 12th and still no sign. Customer service have ignored my request for a refund and respond to my emails by sending me incorrect information. For example, telling me my order is on its way and then sending me information to say the order has just been processed. I doubt I will ever get my order or my money back.”

Helpful Report

Posted 3 years ago

Hey, Helen, We're so sorry that you didn't receive your personalised items here on time. This is understandably very upsetting. Our customer service team has already contacted you and offered you a partial refund and a gift card as compensation. Once again, we sincerely apologise for the poor service you have received. This is not our style. We would be very happy if you would give us another chance and let us prove to you that we can do better. Best regards Firebox

Posted 3 years ago

“The package never arrived and Yodel is now not responding to my requests”

Helpful Report

Posted 3 years ago

Hi Adela, Thank you for sharing your experiences with us. We are sorry to hear that you were not satisfied here and that unfortunately your package did not arrive on time. After checking, we have found that your parcel was delivered on 25.01. We are sorry to hear that you were not satisfied. Our customer service has also contacted you and asked whether you have received your parcel. Unfortunately, we have not received an answer from you yet. To make up for this, we have sent you a gift card, which you may want to redeem the next time you visit our shop. We would be very happy if you would stay with us as a customer and give us a second chance to show you that we can do better. Best regards Firebox

Posted 3 years ago

“Shockingly bad and not what firebox used to be... I ordered a whole bunch of bits at the beginning of December - mainly stocking fillers, joke presents and secret Santa gifts which were all supposed to arrive way before Christmas. As Christmas got closer and closer I contacted firebox to query what was going on and didn't hear anything back for weeks and when I did, they said it had only just been sent. To cut a long story short - the items still took weeks to arrive after their email reply and all of the bits missed Christmas. Very disappointed”

Helpful Report

Posted 3 years ago

“Not your fault I know but this never arrived until 11th Jan despite Yodel telling me it was scheduled for 20th Dec delivery. It was a Xmas present for my Nephew.”

Helpful Report

Posted 3 years ago

Hello Tony, Thank you for taking the time to send us your evaluation. We understand your displeasure that there was a delay in delivery by Yodel. Our customer service team has already contacted you about this and hopefully offered you a satisfactory solution. We have also sent you a gift card as an apology, which you can redeem the next time you visit our online shop. We hope you will stay with us as a customer and give us another chance here. Take care Firebox

Posted 3 years ago

“Unfortunately my experience with firebox has been extremely disappointing. I have been a customer for a good few years and never had any issues before but I ordered the festive light up gin as a present (not cheap at £30!) but the light up part .....the main feature I would say....didn’t work. I’ve sent emails showing video of product and unopened bottle and box and pictures of original packaging, but have heard nothing. Nothing at all. Won’t be using them again after this which is a great shame as I feel like a very unvalued customer.”

Helpful Report

Posted 3 years ago

Hello Tracy, Thank you for writing a review. We are sorry that you were not satisfied with your order and with our service. We have taken a closer look at your case again and can understand your annoyance that you have received a faulty item. Furthermore, we are very sorry that you were not satisfied with the way we communicated with you. You are right, of course we could have done this better. My colleguaes have arranged for a refund to you. As a small compensation, we also send you a gift card, which you are welcome to redeem on your next visit to our online shop. 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

Firebox is rated 4.4 based on 4,721 reviews