Firebox Reviews

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

4.4 Rating 4,726 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,726 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The order hasn't arrived within the stated delivery times and still have no confirmation of the order being sent. When you track it on the site it just shows you your order. Customer service not responding to my emails. IF YOU ARE READING THIS GO ONTO TRUST PILOT FOR THE REAL REVIEWS ON THIS COMPANY.”

Helpful Report

Posted 1 year ago

“I ordered £75 worth of goods over a week ago. It was indicated it would be delivered in 2-3 days. I have had the confirmation of my order and the money has been taken however I have not yet had an email advising the order has been dispatched. On my account it has been in the "packing" stage for over a week. I have tried to contact Firebox.com via phone (number not recognized - they've turned it off!), via email (no rely) and via whatsapp (no reply). A bunch of people not getting Christmas presents as it stands. Edit: I’ve received three emails asking me to revise this review. Firebox seem To be under the impression that this had a happy ending as the emails read “We would be happy if you considered updating your review after everything was done”. I’m not sure what they mean when they say “after everything was done”: The order came 8 days late. By which point the family members who had travelled five hours for a visit, and for whom the presents were intended, had travelled home so I was unable to give them to them. I had ordered them assuming the 2-3 day delivery would have been honoured which would have meant they arrived prior to my family members arrival. As i had received zero communication from firebox that the order had even been dispatched until the day before they arrived, I ordered alternative gifts for my family from a different retailer and paid to have them posted once they arrived (on time no less!) The parcel which eventually arrived from firebox was battered (I’ve attached a picture). I had to send three emails for advice on how to sort out a return and a refund. Ultimately they have worn me down and I do not have the energy or the headspace to go through the hassle of further correspondence with firebox so I will find a charity shop who can take the items. In short, they take your money, ignore you for ten days, you write an honest of review of their service, they send you a battered box after 11 days, then harass you to edit your review. I’m sure there have been plenty of people who have have positive experiences of firebox however I can see other reviews suggesting similar experiences of other customers in the run up to christmas. A gifts retailer that doesn’t have the infrastructure of couriers and customer service to handle the christmas period probably shouldn’t be a gift retailer.”

Helpful Report

Posted 1 year ago

“I have tried to contact this company now 3 times my order was placed now a week ago on a 2to3day delivery service and had no contact or email to state anytime I have now asked for a refund and no answer still I feel like my money has bean stolen I do not recommend this company to anyone all that has happend is my money has bean stolen from what I can tell as I can get no answer or reply on my order I would recommend that people do not order from this company and I am still trying to get my money back but no reply and answer”

Helpful Report

Posted 1 year ago

“Item ordered on 2nd December with 2-3 days delivery. Order still missing one week later. Promised delivery on 12th December. Order still not received and customer services ignoring emails requesting a refund. Would avoid.”

Helpful Report

Posted 1 year ago

Hi there We appreciate your honesty here and thank you for pointing out the mistakes we made. This is a great opportunity for us to reflect on this and see what we can improve to not let this happen again. Unfortunately, we experienced especially high demand during this time and didn't have the chance to respond earlier to solve this issue quickly. We can only imagine how much uneasiness and stress this must have cost you. We don't request to update the review, since this is totally on us and you only shared what happened to you, we would only be happy if you gave us another chance to prove that we learn from our mistakes and always strive for exceptional service :) Let us know if there is anything else we can do!

Posted 1 year ago

“The gifts for family, arrived in excellent time, and were packed excellently. I have ordered from Firebox every year and they never fail to come up with exciting and new gifts every year. I would definitely recommend them to family, friends and anyone.”

Helpful Report

Posted 1 year ago

“The items received were damaged at the time they were packed up into 1 box.”

Helpful Report

Posted 1 year ago

“Order not even posted 5 days after placing the order.(despite offering 2-3day delivery) Customer service silent, ignoring all ways of contacting”

Helpful Report

Posted 1 year ago

“I never received my goods because of the bad delivery company used. Have been refunded by firebox and have tried to order again but it's now out of stock”

Helpful Report

Posted 1 year ago

Hi there We can't thank you enough for sharing your honesty about your shopping experience with us. We're sorry to hear about these delivery delays/hiccups with the carrier. We've shared this with our Operations team to see if there's anything we can do to improve this on our side. We unfortunately ran out of the item that was included in your order and are very sorry for that. We normally restock very fast on most items, but in this case, you just needed it faster than we could provide it to you. We saw that you could arrange it from another website in time, therefore we are happy for you, that you still found something else :) Please reach out to us directly if there's anything else we can do.

Posted 1 year ago

“I was honestly quite gutted.. the item's packaging I got was crushed into a box of the same size, it was meant to be a Christmas present.. first time I've ever had a bad order from Firebox so won't stop me re ordering in future but disappointed.”

Helpful Report

Posted 1 year ago

“TERRIBLE NON EXISTENT CUSTOMER SERVICE. Items ordered 5 working days ago, no confirmation, no answer to emails or web or even to my review. Either this is very poor customer service or hate to think a scam as I spent enough to get free 2-3 day shipping and nothing was personalised. Just want communication about the stock, if it will ship in time now even for Christmas. And stop sending promo emails to buy more in time for Christmas!”

Helpful Report

Posted 1 year ago

“Awful customer service. Failed a next-day delivery then didn't response. Just run”

Helpful Report

Posted 1 year ago

“I ordered an paid for an item. 30 minutes later I was told it wasn't in stock and you couldn't tell me when it would be delivered. No chat so sent 2 emails telling you just to refund my money I'd get the item somewhere else. So I ordered from Amazon and they delivered it next day. Now you send me an email telling me it's been dispatched. Do you not read your emails? No chat and poor communication. Now I have to wait even longer for a refund and go to the trouble of sending it back. NEVER DEALING WITH FIREBOX AGAIN!”

Helpful Report

Posted 1 year ago

“All quality products super fast delivery, well packaged”

Helpful Report

Posted 1 year ago

“Much like other reviewers here I placed an order last week and have received no shipping confirmation, the tracking information says nothing, and I've tried getting in touch multiple times through the contact form, email and WhatsApp to no avail. This order was for a birthday gift for this weekend so I'm really disappointed that it's not arrived in the stated delivery window and that nobody can seem to respond to queries. Appreciate it's a busy time of year but this is really poor.”

Helpful Report

Posted 1 year ago

“Ordered via Topcashback, cashback declined, wouldn't used firebox again.”

Helpful Report

Posted 1 year ago

“paid for next day delivery two days later still waiting,no replies to 2 emails.terrible company.first time i have used them and the last.would reccomend anyone considering to order from them,DONT !!!”

Helpful Report

Posted 1 year ago

“Great high quality product with speedy delivery! Smooth”

Helpful Report

Posted 1 year ago

“Great unusual products that were delivered quickly. Bought as gifts. Very pleased. Thank you!”

Helpful Report

Posted 1 year ago

“Hoping that I can get an update on my order placed on the 10th Dec and acknowledge by email but no update to say it’s processed or if shipped yet either by email or on website”

Helpful Report

Posted 1 year ago

“great service, parcel delivered in specified time”

Helpful Report

Posted 1 year ago

Firebox is rated 4.4 based on 4,726 reviews