Firebox Reviews

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

4.4 Rating 4,732 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,732 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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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

“Not only I had to pay for shipping costs, but I also had to pay for a ridiculous customs fee (which I was not aware of). Also, I got a discount for a next purchase, as long as that purchase is for wine. However, firebox does not allow alcohol orders to my country - so the discount is absolutely useless. Very disappointed with this store.”

Helpful Report

Posted 3 years ago

Hi Leonor, Thank you so much for sending us your review. We are very sorry that you had to pay extra fees here again. We understand your anger about this. Our customer service team has already contacted you and hopefully offered you an appropriate solution. We would be very happy if you would give us a second chance and stay with us as a customer. Best regards Firebox

Posted 3 years ago

“never received parcel, appalling - no response to emails”

Helpful Report

Posted 3 years ago

Hi Lily, Thank you for your review on review.io. We're sorry that you didn't seem to be happy with your order here. Our customer service team has tried to contact you several times by email, but unfortunately without success. Maybe our messages ended up in the junk folder too? That's where they tend to go. In the meantime, we have arranged a full refund for you, which should have reached you by now. Once again, we say SORRY for the inconvenience caused and hope that you will give us a second chance. Best regards Firebox

Posted 3 years ago

“Quality of product very disappointing and added fee for postage was ridiculous. Won’t be using again”

Helpful Report

Posted 3 years ago

Hi Sharron, Thank you for leaving us your review. We are very sorry that you were not satisfied with the quality of the item you have ordered. Our customer service contacted you by email 3 weeks ago and asked if you could give us more details about what didn't work for you. Unfortunately, we have not received an answer from you yet. Perhaps you would like to contact us again so that we can offer you a satisfactory solution, We would be very happy to hear from you again. Best regards Firebox

Posted 3 years ago

“Sent the wrong item and even you sent the right one it was faulty. Had to waste my time posting back the wrong item.”

Helpful Report

Posted 3 years ago

Hi Karina, Thank you for sharing your experience with us here. We regret that you had a bad experience here twice. Of course, something like that should not happen. Our customer service has already contacted you about your case and arranged for a refund. We hope that you will give us another chance so that we can show you that we can do better. Best regards Firebox

Posted 3 years ago

“I only received 3 of the 9 air fresheners I ordered and they dont even really smell like coffee. Ive just been waiting for the others thinking maybe theyre shipped separately but I guess not”

Helpful Report

Posted 3 years ago

Hello Alexis, Thank you for taking the time to send us a review. Unfortunately, there was a technical error and your order was not completely transmitted to the external supplier. Of course, we have refunded you accordingly and sent you also a gift card as a small compensation. Hopefully, you will give us another chance and stay with us as a customer. Take care Firebox

Posted 3 years ago

“Very poor value for money”

Helpful Report

Posted 3 years ago

Hi there Jack, Thank you for taking the time to review us - we appreciate it. We apologize that your Valentine's Mystery Box order did not meet your expectations. Our buying team works hard to ensure that the contents of each box are carefully crafted to offer customers a good saving over buying the items individually. Our customer service team have been in touch and hopefully a satisfactory resolution has been reached for you. All the best Firebox

Posted 3 years ago

“I still have not received my package?! I ordered this mid December”

Helpful Report

Posted 3 years ago

Hi Rachel, Thank you for your review. From your review, it appears that you are not satisfied with your order. I took another look at your case and found out that my colleagues from customer service have replied to your enquiry. Your order is in the way and we have provided you with the respective tracking link by e-mail. We hope we were able to help you here and that you will remain as our customer. Best regards Firebox

Posted 3 years ago

“I still haven’t received my parcel from Yodel :(”

Helpful Report

Posted 3 years ago

Hi Daisy, Thank you for your review. We are sorry that you did not receive your package. This is extremely annoying. Our customer service team has already contacted you in this case. Unfortunately, your parcel is "stuck" somewhere or has been lost by Yodel. Of course, we have initiated a full refund, which should have arrived in the meantime. We apologize once again for the inconvenience caused and hope that you will give us a second chance. Best regards Firebox

Posted 3 years ago

“order took too long, it had been cancelled internally and then arrived 6 weeks after I ordered it. The socks were scuffed and poor quality.”

Helpful Report

Posted 3 years ago

Hello, Claire, Thank you for your review. We are sorry that you had to wait so long for your ordered item here. This is extremely annoying. Our customer service team has already contacted you and offered a partial refund to make up for the inconvenience. Unfortunately, we have not received a reply to our proposal. Perhaps you would like to write back to us so that we can arrange a refund for you? We would be very happy if you would give us a second chance so that we can show you that we can do better. Take care Firebox

Posted 3 years ago

“I haven’t received it yet”

Helpful Report

Posted 3 years ago

Hi Ellen, thank you for sharing your last Firebox experience. First of all, we would like to sincerely apologize for the late delivery. This should not happen even in stressful times. Unfortunately, it did happen and we are very sorry that we also left someone without a gift. Customer service has tried to find a satisfactory solution and we hope that refunding half of the amount will be satisfactory for you. We would be happy if you continue to be loyal to us as a customer despite the error with the order. Kind regards Firebox

Posted 3 years ago

“Ordered Christmas presents on 5th December and received them yesterday, 7th February, not impressed!!”

Helpful Report

Posted 3 years ago

Hi there Antony, Thank you for taking your time to review your Firebox experience - we appreciate it. We sincerely apologize that your timely order arrived well after Christmas. This should never have happened, but unfortunately, it did and it is annoying that due to this issue someone did not receive the gift at Christmas. Through our partner, we were informed that some orders in December could not be processed and this happened in January. The problems are now fixed but this is of course not helpful for you in retrospect. Customer service has already contacted you and has hopefully been able to find a satisfactory solution with the refund of half of your purchase amount. All the best Firebox

Posted 3 years ago

“No where to track your package and takes too long”

Helpful Report

Posted 3 years ago

Hi there Daniels, thank you for taking your time to review us. We apologize that unfortunately our Fresh Faces were not delivered in time for Christmas and you could give to someone dear as planned. There were problems with the Fresh Faces at the worst time of the year, of all times, and the orders were not processed and shipped to customers - or not until January 2022. Customer service has already contacted you and hopefully, they were able to find a satisfactory solution with a refund of half of your purchase amount. However, we would be very pleased if you would give us another chance so that we can show you our normal standard of service. This is usually much better than what was shown with the last order. Kind regards Firebox

Posted 3 years ago

“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

Firebox is rated 4.4 based on 4,732 reviews