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Firebox Reviews

4.4 Rating 4,539 Reviews

87 %

of reviewers recommend Firebox

Company Reviews

Product Reviews

4.4

Based on 4,539 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 84%
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

Firebox 5 star review on 20th April 2022

Firebox 5 star review on 11th February 2022

Firebox 5 star review on 21st January 2022

Firebox 5 star review on 24th December 2021

Firebox 5 star review on 23rd December 2021

Firebox 5 star review on 14th October 2021

Joanne Musgrave

17

Anonymous

Anonymous // 01/01/2019

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

“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.”

Posted 2 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 2 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.”

Posted 2 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 2 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.”

Posted 2 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 2 years ago

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

Posted 2 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 2 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”

Posted 2 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.”

Posted 2 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 2 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.”

Posted 2 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 2 years ago

“Very disappointed that I had to pay inbound costs”

Posted 2 years ago

Hi Wendy, thank you for your review. First of all, I would like to apologise that you had a bad experience with our shop. We are very sorry about that. We found out that your parcel was delivered to Belgium. On our homepage, under FAQ (International Shipping), it is mentioned that extra costs may apply. Please find attached the link: https://firebox.com/pages/faqs#intdelivery:all As a small compensation, we have refunded you the delivery costs. We hope that this solution will work for you. We will also send you a gift card in the amount of GBP 10.00, which you can redeem on your next visit to our shop. Best regards Firebox

Posted 2 years ago

“J'ai dû payer 25 euros en plus pour les frais de douane qui n'étaient pas compris dans les frais de port du coup ça commencer à faire pour une veilleuse..”

Posted 2 years ago

Bonjour Hélène, Nous avons bien reçu votre évaluation sur review.io, merci beaucoup pour cela. Tout d'abord, je tiens à m'excuser pour la mauvaise expérience que vous avez eu avec notre boutique. Nous le regrettons sincèrement. Sur notre page d'accueil, il est mentionné sous FAQ (International Shipping) que des frais supplémentaires peuvent éventuellement être facturés pour les livraisons internationales. Ci-joint le lien : https://firebox.com/pages/faqs#intdelivery:all En guise de dédommagement, nous vous avons remboursé les frais de livraison d'un montant de 10 euros de votre commande. Nous espérons que cette solution vous satisfera. Nous serions très heureux de vous compter à nouveau parmi nos clients. Meilleures salutations Firebox

Posted 2 years ago

“Terrible. Products did not arrive and on Christmas Eve they informed me that some were not available. The order was twice said to be on its way. Will not use again. In the end requested a refund. V disappointing experience and meant gifts were missed. All other online purchases from other companies were a dream.”

Posted 2 years ago

Hello Katy, Thank you for taking the time to send us a review. We can understand your anger about not receiving your order. My colleagues from the customer service have already written to you in the past via E-Mail and arranged for a refund and send you a giftcard as a small compensation. However, we are very sorry that you were not satisfied with the way we communicated, especially as you have received too late information from us. You are right, of course we could have done this better. We would be very happy if you would give us another chance here and we can prove to you in the future that we can do better. Best regards Firebox

Posted 2 years ago

“Customer service was awful. Item was delayed because fab couldn’t supply another totem- no contact to tell me this. Days waiting for a reply from customer services and then told they will send item but won’t be here for Christmas in time due to the delay. Items were ordered very early in December.”

Posted 2 years ago

Hi Natasha, Thank you for your review on reviews.io. I have taken a closer look at your case again and can understand your annoyance about not receiving your order. Our customer team as written to you here in the past via WhatsApp and Facebook and arranged for a refund for the non-received item. 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. We therefore apologize once again for the circumstances that arose. I really hope you will be able to forgive us and give us a second chance to make up for our mistakes. Take care Firebox

Posted 2 years ago

“Did not receive order”

Posted 2 years ago

Hi Aaron, Thank you very much for your review. We are sorry that you did not receive your order. This should not happen. We have reviewed your case here and found that Yodel unfortunately delivered your package to the wrong address. My colleagues in customer service have of course sent you a refund. We are sorry for the inconvenience and hope that you will order from us again in the future. We would be very happy if you remained our customer. Best regards Firebox

Posted 2 years ago

“This review is based on 2 experiences. 1 in June and the other in December. June - Very disappointed. Item was not well described and did not work properly. On the upside, return was easy and hassle free. December- I ordered two lots of personalized air fresheners for Christmas gifts. The website said up to 22 days for delivery. I ordered in time for Christmas. I even received an email before Christmas telling me that they were on their way. I contacted customer service in the week before Christmas to ask whether they would arrive by Christmas. I didn't receive a response until after Christmas. And the reply was inaccurate and unclear. I asked for clarification as to when I would receive my order. I was told they were on their way. That was over a week ago. I still haven't received anything. I have been offered a 25% discount. However, I am not confident that I will ever see these air fresheners and am not looking forward to trying to get a full refund, should that be the case. I can't comment on the quality of the product, as I haven't got them. Overall, very disappointing. Made worse as two people did not receive a Christmas gift. Won't be buying from Firebox again.”

Posted 2 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 2 years ago

“I still haven't received this product!”

Posted 2 years ago

Hi Richard, Thank you for taking the time to write a review. Unfortunately, due to the Christmas business, there were some delays in the delivery by Yodel. We deeply regret this and can understand your displeasure. We have checked Yodel's tracking here and your parcel is showing as delivered. Our customer service team has also contacted you to let us know whether or not you have received your parcel. Unfortunately, we have not received an answer from you. We would be very pleased to receive your feedback. Maybe you will give us a second chance and stay with us as a customer. Best regards Firebox

Posted 2 years ago

“Paid extra to get delivered before Xmas after that's what website offered. Subsequently dropped the price of the item the next day, and delivery on the 28th, not impressed”

Posted 2 years ago

Hi Philip, We have learned from your review, that you are unfortunately not satisfied with your order and our service. We are very sorry to hear this. Unfortunately, due to the Christmas business, there were delays in production as well as in the delivery of various articles. We deeply regret this and can understand your displeasure. Our customer service team contacted you here by email and offered you a partial refund as a courtesy. Unfortunately, we have not yet received a reply to our proposal. We would be very happy if you could get in touch with us regarding this matter. Especially so that we can offer you a satisfactory solution. Perhaps you would like to give us another chance here, we would be very pleased. Best regards Firebox

Posted 2 years ago

“Really really poor - I have paid for before Christmas delivery, did not arrive until the 29th. Meaning I have had to spend money to get different gifts. I emailed and WhatsApped your support team and am still yet to received a response! Would be good if you could be bothered to reply!”

Posted 2 years ago

Hello James, We are very sorry that you had such a bad experience here. We formally apologise for our late response to you, as this is not how our service should be. Unfortunately, your package was lost by Yodel and can no longer be found. We are very sorry about this. We have immediately arranged for a refund for you and hope that we may find you in our online shop again in the future. We would be very pleased if you would give us another chance so that we can prove to you that we can do better. Best regards Firebox

Posted 2 years ago

“placed 1 order for Christmas, yodel didn't even attempt delivery and it was returned. placed the same order again paying express delivery guaranteed for Christmas delivery. it didn't come till 30th Dec, I refused to accept delivery and have been awaiting a refund on both orders. sent an email enquiring about this 2days ago and still awaiting a reply. rubbish!!!!”

Posted 2 years ago

Hi Sarah, Thank you for taking the time to write a review here. We are sorry that you were not satisfied with our shop abd our service. Of course, something like this should not happen. My colleagues from customer service have already contacted you and arranged for a refund. Nevertheless, we have also sent you a gift card as a small compensation. We hope you will be able to forgive us and give us a second chance to make up for our mistakes. Take care Firebox

Posted 2 years ago

“Nasty cheap Chinese-made stuff that either falls apart or doesn't work or you can't put together.”

Posted 2 years ago

Hi Simon, Thank you so much for taking the time to leave a review here. We are very sorry that you were not satisfied with the item you have ordered. Our customer service team has already contacted you and hopefully been able to offer you a satisfactory solution. We would be pleased if you would give us a second chance and remain as a customer. Best regards Firebox

Posted 2 years ago

“Ordered a present for my little brother due for delivery on the 21st of December. Nothing! I’ve emailed them asking to look into it, nothing! No response, just taken my money and not making sure the items get there.”

Posted 2 years ago

Hi Olivia, Thank you for taking the time to leave us a review. We are very sorry that you had to wait so long for your delivery. That is of course very annoying. 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 would be pleased if you would order from us again in the future. All the best

Posted 2 years ago

“Ordered stuff 2 weeks before Christmas, it didn’t get delivered in time so I asked where it was and they told me they were just going to refund me?!! Terrible customer service”

Posted 2 years ago

Hi Owen, We apologise that you had a bad experience with our shop. Thank you for leaving us your review here. We have looked into your case and found out that Yodel unfortunately delivered your package too late. We have of course arranged for a refund for you. However, we can understand this based on your experience, but we would still be happy if you gave us another chance. Take care Firebox

Posted 2 years ago

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Firebox is rated 4.4 based on 4,539 reviews