Firebox Reviews

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

4.4 Rating 4,742 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,742 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

“The quality of the product is very poor”

Helpful Report

Posted 2 years ago

Hi there, We can't thank you enough for honestly sharing your experience here! We've shared this with our Product Team to keep in mind and revise with the manufacturer. I've reached out to you directly to see if there are any defects on the product or if we can help you return it (we offer free returns for up to 100 days). Looking forward to hearing back from you! Best regards Firebox

Posted 2 years ago

“Awful service. My package was put in my bin without any acknowledgement (no note through the door/email). When I contacted firebox to say it wasn't delivered, I was told it was and that it wasn't their issue that the delivery driver hadn't notified me and maybe I should check my bin more regularly. I pointed out I wouldn't rummage in my bin daily on the off chance and was told this wasn't their problem. Will never use again. The gift I ordered is ruined and wasn't cheap.”

Helpful Report

Posted 2 years ago

“order came ok but i’m sick and tired of being spammed asking me to review the order, and there isn’t an opt-out/unsubscribe button on the emails. to submit this review i have been forced to provide my email address so that no doubt i can be sent even more spam.”

Helpful Report

Posted 2 years ago

Hi there Thank you so much for your honesty here, we apologize for sending you so many e-mails. We forwarded this to our Developing Team to make sure we don't spam any customers since this was never our intention in the first place. We're sorry again for the inconvenience and hope that you'll stay with us as a customer so we can show you that we want to do things better and always give our absolute best to achieve this. Kind regards Firebox

Posted 2 years ago

“Items arrived late, despite being sentan email saying they has been delivered , when challenge later apologies came, such a shame but there are lines on the printed socks , guess there's not much I can do with them now”

Helpful Report

Posted 2 years ago

Hi Charlotte We are really sorry that you did not receive the quality you deserved. This was definitely not fair and you should have not been sent the socks in this condition. We have refunded you the full amount for it. Massive apologies for the inconvenience!

Posted 2 years ago

“I uploaded 2 photos, seen how it would look. I was happy .. It arrived and only one side was printed. Support said I only uploaded one. Very disappointed and support were very dismissive. No apology.”

Helpful Report

Posted 2 years ago

“There was a problem with the order, it’s arrived very late, Customer service was not helpful at all, and this was a present for someone and missed their birthday. I’m very disappointed”

Helpful Report

Posted 2 years ago

“still haven’t got my Parcel, was supposed to come in 3 days but it’s been 4 weeks and I still haven’t received it”

Helpful Report

Posted 2 years ago

“I ordered wrapping paper for my boyfriends 30th 2 weeks ago, I never received an email to say it had shipped so I have chased via email and comments box on their website and received no response, I then sent them two messages on Instagram and these were ignored. I then commented on a recent photo they had posted asking if somebody could please respond to my emails/ messages and they blocked me. It wasn't a rude message! It was really expensive so am quite upset that it hasn't come and the customer service has been so bad. I've no idea how to even begin to get a refund now either as there is no response from anyone.”

Helpful Report

Posted 2 years ago

“Cost me all in all near £30 to deliver two cups. The quality of the cups. Where awful full of scratches”

Helpful Report

Posted 2 years ago

“They took my money but didn’t deliver my order and not replying to my emails”

Helpful Report

Posted 2 years ago

“Paid for next day delivery and the order took well over a week to arrive”

Helpful Report

Posted 2 years ago

“Bad customer service - emailed twice regarding my damaged/broken product on arrival. Haven’t heard back from anyone about how to get a refund or replacement… it was for a friends special birthday, and I’m very disappointed.”

Helpful Report

Posted 2 years ago

“Horrendous service. I've used firebox 3 times. Twice they've been unresponsive and not helpful in any way, shape, or form. This most recent time, I ordered around a week and a half ago. I got the confirmation email. The money's been taken. Radio silence from Firebox since then. Not a single response on any communication channel, not twitter, not email, not contact forms. I'm getting serious doubts as to whether this company is still operating at all at this point.”

Helpful Report

Posted 2 years ago

“Products were great customer service was the worst I've ever had. Ordered it to arrive before somebody's birthday but never turned up. So I emailed 3 times to see where it was and when arriving. Only got a response on the day of delivery. Don't even get compensation for late delivery”

Helpful Report

Posted 2 years ago

“I loved the product but upon delivery I noticed the box was not quite perfect but assumed the product would be wrapped inside. I gift wrapped the box as it was a birthday present. When the present was opened the poster was just wrapped in a piece of tissue paper and was creased and spoilt the look of the poster.”

Helpful Report

Posted 2 years ago

“I’m afraid the items never made it to the house - and although it said ‘Delivered’, the house has a camera and there was no footage of it being dropped off.”

Helpful Report

Posted 2 years ago

“Damaged box and contacts no not even in original box and part missing. Shocking never using again”

Helpful Report

Posted 2 years ago

“Placed an order on the 13th of December 2022 and have still not received it yet and despite sending an email and filling out 2 enquiries in online support have had no response from anyone. The order had quite a few items totalling nearly £100 which I am still out of pocket for. The order did have personalised items which I had assumed might have delayed the order meaning it hadn’t been delivered in time for Christmas however it has now been over a month with still no signs of it and to not even get a response when trying to contact customer services is disappointing. Luckily I paid with PayPal and should be able to raise a dispute with them for a refund”

Helpful Report

Posted 3 years ago

Hi Johnny, Thank you so much for sending us a review here. Our customer service contacted you by email in February, but did not receive a reply from you, which is a shame. We take our customers' feedback very seriously, even if it is negative. We also learn from our mistakes and can always improve. We would be very happy to hear from you again and wish you a nice day. Cheers, Firebox

Posted 2 years ago

“Great product. Unfortunately, had to pay a ridiculous amount of tax/fees to get delivered from the UK to Ireland.”

Helpful Report

Posted 3 years ago

Hi there, Thank you for your review. You informed us, that you had to pay extra costs here again because the delivery went to Ireland. Delivery outside the UK may be subject to local import duties, custom duties or taxes, which are your responsibility where they apply. We know it sucks. Unfortunately, we cannot advise you what these charges will be and Firebox is not responsible for them. Our customer service has already contacted you and offered you an appropriate solution. Unfortunately, you did not respond to our message. We would be very happy to hear from you again. Cheers, Firebox

Posted 2 years ago

“Getting hold of someone from customer service is near impossible. Then, they take ages to reply. Was told for a week to expect my delivery ‘tomorrow’. Then was told it was lost. Then was told it had been returned to them, and then was refused to be re-sent the order. Firebox. It’s nearly 2023. Focus on your customer service and helping people get what they have ordered. Could have easily sorted my problem but was too much ‘red tape’. By looking at the other recent reviews it seems that I’m not the only person who’s received this terrible customer service. (Adding due to reply) I did speak to your customer service, however it took over a week for this problem to be resolved which was response taking way over 24hours. I was also full on refused re delivery even though it had been sent back to firebox. This is the 3rd time that I’ve had a problem using firebox, and by looking at other peoples reviews I can see it’s been a similar issue for a lot of other people. Won’t be ever using you guys again.”

Helpful Report

Posted 3 years ago

Hello Ross, Thank you for your honest review. We apologize to you here for having such difficulties with the order. We have seen that you have already been in contact with our customer service team, and they have explained exactly what went wrong. Unfortunately, Yodel could not be relied upon, and we have initiated a refund of your order, which should have arrived by now. We're sorry again for the inconvenience and hope that you'll stay with us as a customer so that we can show you that we can do things better. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,742 reviews