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Firebox Reviews

4.4 Rating 4,535 Reviews

87 %

of reviewers recommend Firebox

Company Reviews

Product Reviews

4.4

Based on 4,535 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

“I got in touch with firebox 2 days ago as I have still not received my personalised wine glass. I am now thinking its not going to arrive for Christmas. I ordered this on 10th of December. Its simply not good enough... I have tried to put the order tracking number into your system and that is not recognised, I can't get in touch with you overall a very frustrating experience.”

Posted 1 year ago

Hi Donnie, Thank you for taking the time to write a review. We are very sorry that you had such an unpleasant experience here. Your enquiry has already been answered by our customer service team via Facebook Messenger. However, we would be happy to comment on this again: Unfortunately, your ordered personalized wine glass could no longer be produced because there was not enough stock due to high orders and also insufficient glasses. Your order was also cancelled, and you should have received an email about this. The full amount has already been refunded to you. We apologise again for the inconvenience caused and hope that you will give us a second chance. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“Much like the other reviews here, I ordered from Firebox with plenty of time for Xmas delivery and haven’t heard a thing. I ordered on 13 December and 8 days later still no shipment confirmation, and no reply to any messages sent through their website or social media. Fair enough if they’re very busy but they still have time to post on social media and tell people they’ll deliver before Christmas which seems to be lies? I only bought something stupid for secret Santa so I’m not out of pocket by a lot, but they sell a lot of expensive stuff so it could be very inconvenient for others so please be aware if you’re thinking of buying something big.”

Posted 1 year ago

Hi Kylie, Thank you for taking the time to leave a review. Your questions have already been answered by our customer service team via Instagram. However, we would be happy to comment on this again: We understand your frustrations, particularly as it was so close to Christmas. You have ordered an item, which is sent directly from our supplier, and it needs more time. According to Royal Mail, it has been delivered on the 22nd of December. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“The same experience as many others on this site have detailed. Company appears to be in meltdown. Order placed, charged, no confirmation via email, no communication, no response to email or social media. Completely let down for Christmas and utter waste of time and energy. Now have to contact credit card company for chargeback. Embarrassing and shameful company.”

Posted 1 year ago

“Agree with a review below, and had the exact same experience. I placed an order on 11th December and as of today (20th December) and was charged for it, but I have had no further email saying it's been dispatched. The tracking link on the website doesn't work either. I have contacted them by email 3 times, Facebook, Instagram, Twitter and via the form on the website and not had any response yet. I can't find a contact number either which is really poor. It's all just really poor. It was meant to be delivered within 3-5 working days and it's now day 7 and it hasn't even been dispatched yet. Won't be using Firebox again unfortunately, which is a shame after being a customer for years and always being happy with my purchases.”

Posted 1 year ago

Hi Sophie, Thank you for taking the time to write a review. We have received your requests via Facebook, Instagram, Twitter, etc. and our customer service team has already contacted you via email. They explained that part of your order was out of stock, so your order could not be shipped. We have cancelled the whole order and refunded it immediately. It is really annoying that such a technical error has caused so much inconvenience, because if the process had been correct, you would have been informed on the same day as the order was placed, giving you plenty of time before Christmas. I wish you a wonderful Christmas season with your loved ones despite the trouble with your order :( 🎄🎅 Best regards Firebox

Posted 1 year ago

“Material is awful so I can’t wear it, it’s like a cheap Halloween costume and the image isn’t great either to be fair (I made sure the image I loaded was a clear one too). They’ve asked for pictures when I’ve emailed customer service about this, not sure how that will help as it’s the material.”

Posted 1 year ago

“I usually have a positive experience with Firebox, however after reading a few other reviews I agree that it is very frustrating when there is no response from the customer service team when an order has gone missing - especially when you have been charged for it. I have checked my junk folder and there is nothing to be seen, seems like this is more likely an issue on Firebox's end rather than their customers since it has happened many times to different people. I placed an order close to two weeks ago now and have heard nothing on it's status apart from the order placement confirmation (the product page estimated delivery/dispatch within two days), so I contacted the CS team both through the website and straight from an email and no contact has been returned yet. The order was meant to be a Christmas present so it's very concerning when you get no response or updates on something you have been charged for.”

Posted 1 year ago

“Really bad quality”

Posted 1 year ago

Hi Alex, Thank you for your review, our customer service team has already contacted you by email but unfortunately did not receive a reply from you. We would have been happy to take a closer look, especially to offer you a satisfactory solution. Perhaps you could contact us by e-mail and send us a photo of the item you received. Our e-mail address: info@firebox.com We would be pleased to hear from you. Best regards Firebox

Posted 1 year ago

“It hasn't arrived. It was for my Husband's 50th Birthday. Totally gutted and will never Firebox again based on this experience 😞 which is a shame as previous orders have been amazing”

Posted 1 year ago

Hi Debbie, Thank you for your review, our customer service team has already contacted you by email but unfortunately did not receive a reply from you. We looked into it further and your parcel was delivered by Royal Mail on 12/12. We are very sorry that it took so long, but your order was produced by an external dropshipper according to your wishes. Due to the enormously high volume of orders and the pre-Christmas period, there have unfortunately been delays. We hope you have received your parcel and are happy with your order. Perhaps you will give us a second chance and stay with us as a customer. Best regards from Firebox

Posted 1 year ago

“Was meant to receive a chiseled dog cushion, arrived and it was just a photo on a cushion, customer services was not helpful, would not give me a refund, stay away there are a lot better companies than this one”

Posted 1 year ago

Hi Nicola, We are very sorry that you had such a bad experience here. Our customer service has already tried to contact you by e-mail to clarify your case. Unfortunately, we have not received a reply to our message from you. Perhaps you will write back to us here in response to our enquiry, we would be very pleased. Best regards Firebox

Posted 1 year ago

“A mug + A filter + A spoon = £40....... I don't think so!”

Posted 1 year ago

Hi, Thank you for your review. Unfortunately, we do not have your exact details, so we or our customer service cannot contact you directly to discuss your case in more detail. Perhaps you could give us the opportunity to do this and write us your exact details so that we can check again what didn't work for you here. Our e-mail address: info@firebox.com We would be very happy to hear from you. Best regards Firebox

Posted 1 year ago

“Still waiting on my item that I ordered 7 weeks ago. Several emails sent with no reply and obviously no contact number. Very disappointing as this was meant to be a birthday present”

Posted 1 year ago

Hi Maxine, Thank you for sending us your review here. We have already tried to contact you personally by email, but unfortunately you did not respond to our request. You have already been offered a GBP 10 voucher as compensation, and a full refund has been processed. We hope that you agree with this solution and would be very pleased if you would give us a second chance and remain a customer. Best regards Firebox

Posted 1 year ago

“I am a long term customer, must be at least 10 years, I've loved your website. For the 2nd time my account has been deleted after a reported IT problem. This is just not good enough. Firebox clearly do not care about their customers at all.”

Posted 1 year ago

Hi Paul, We are very sorry that you had such a bad experience here. Our customer service team has already contacted you by email to resolve this issue. Of course, our customers' accounts have not been deleted. We are currently working on a change in our system, unfortunately, there are some problems here and we are working flat out to resolve them as quickly as possible. We apologise once again for the inconvenience caused and hope that you will remain a customer and give us another chance. Kind regards Firebox

Posted 1 year ago

“The experience I had with Firebox was so shit that I get bothered whenever I look at the item I purchased. Never again.”

Posted 1 year ago

Hallo Sarah, Thank you for your review. Our customer service already contacted you by email a few weeks ago. Unfortunately, we have not yet received a reply to our message. We would have been happy to discuss your case in more detail and offer you an appropriate solution. We hope to hear from you and wish you a good day. Take care Firebox

Posted 1 year ago

“Never had any problems until recently, forgot my password so requested a new one. Never got an email, contacted them via facebook and they claimed there was no account with my email address despite me receiving an email with a discount code from them a few days previously. Was advised to create a new account, tried to put in the discount code and it was 'invalid'.”

Posted 1 year ago

Hi Jenna, Thank you for your review. Our customer service already contacted you by email a few weeks ago. Unfortunately, we have not yet received a reply to our message. We hope to hear from you and wish you a good day. Take care Firebox

Posted 1 year ago

“I never got the package but thanks”

Posted 1 year ago

Hi Jeff, 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 already tried to contact you by email, but unfortunately without success. Customer satisfaction is very important to us, so we would be very happy to hear from you again. Especially, of course, to be able to offer you an appropriate solution in your case. Take care Firebox

Posted 1 year ago

“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.”

Posted 2 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 1 year ago

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

Posted 2 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 1 year ago

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

Posted 2 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 2 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.”

Posted 2 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 2 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”

Posted 2 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 2 years ago

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Firebox is rated 4.4 based on 4,535 reviews