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 67%
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

Write Your review

Tell us how Firebox made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Whilst the product is good - my experience of using Firebox this time around was poor. The packaging on the gift was inadequate and so it arrived pretty much unwrapped and unfortunately the person the gift was intended for took the delivery, completely spoiling their Christmas surprise. I contacted Customer Service at Firebox who responded flippantly, trying to keep the company "style" of replying in humour and using little more than a "cut and paste" response having clearly not read my complaint properly. When you're making a complaint, this is inappropriate and only served to make me even more annoyed. I will not be returning to Firebox.”

Helpful Report

Posted 6 months ago

Hi there, We can't thank you enough for honestly sharing your experience and we're again sorry the delivery packaging was damaged in transit. We worked with you to ensure the item wasn't also damaged (it wasn't gift wrapped) as via our company promise we send a replacement right away and not return the damaged item. Delivery package damages are common so thankfully you confirmed only the delivery packaging was damaged and the item was not damaged. Again, we're sorry the delivery packaging was damaged in transit and we're here if there's anything else we can do.

Posted 5 months ago

“Package nowhere to be seen Tracking link not working Getting a bit close for comfort pre Xmas firebox”

Helpful Report

Posted 6 months ago

Hi there, We can't thank you enough for honestly sharing your experience and we're sorry for the delays over the holidays! For these personalized items, we estimated 7 working days for personalized orders to be fulfilled, though slight delays in production can happen occasionally. We're sorry this one arrived after our original estimate. If there are any further questions, please reach out as we'd love to help.

Posted 5 months ago

“Didn't receive”

Helpful Report

Posted 6 months ago

Hi there, We can't thank you enough for honestly sharing your experience and we're sorry this arrived later than expected! Being the original address was incorrect it took longer than expected to ship this order correctly. After you confirmed the new address, the delivery arrived shortly afterwards. If there are any further questions, please reach out as we'd love to help.

Posted 5 months ago

“Ordered an item 12 days ago, still no notification of despatch and no item has been received. My credit card has been debited and I have nothing. This was a much needed Christmas gift, I cannot get any reply to my emails or WhatsApp’s to the support team which the site says will be responded to within 24 hours! Bitterly disappointed, I wish someone would contact me and help to find my order. Will never use again and recommend avoiding firebox. Will have to source the item elsewhere and assume I’ve lost my money. A hard lesson learned.”

Helpful Report

Posted 7 months ago

Hi there, We can't thank you enough for honestly sharing your experience and we're sorry for the delays over the holidays! For these personalized items, we estimated 7 working days for personalized orders to be fulfilled, though slight delays in production can happen occasionally. We're sorry this one arrived after our original estimate. This has since then arrived to your home and for the delay we've refunded your shipping costs. If there are any further questions, please reach out as we'd love to help.

Posted 5 months ago

“Item arrived damaged & wasn’t what I was expecting I subsequently returned the item but haven’t received a refund”

Helpful Report

Posted 10 months ago

“dont shop here!Horrible customer service! i never received my order or refund!!!”

Helpful Report

Posted 1 year ago

Hi there! We appreciate you sharing your experience here! As we've shared previously, our team noticed your order was purchased on our UK store. Because duties and shipping varies per country, we offer multiple stores so you will need to purchase on our International Store. Please know we still want to be a part of your home so you're welcome to repurchase whenever you want through our International Store (https://firebox.com/intl/?___store=fireboxintl&___from_store=fireboxcom). On your cancelled order, we've already refunded it, so please confirm via email if there are any further issues here.

Posted 1 year ago

“Personalised gift never arrived and was delivered to the wrong address by Yodel. Firebox website was hard to navigate to get help and, when I did submit the concern about the missing parcel, Firebox customer service was slow & their email told me to look more carefully around my property(!) and they unhelpfully sent me the photo Yodel had taken - which showed my parcel at someone else’s front door! Really unhelpful customer support, very disappointed and wasted so much time trying to enlist help from Firebox and Yodel to track down my order. I won’t be placing an order again.”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here! I also appreciate the patience as we worked to find your missing order. During this, we always cover our bases to ensure the package wasn't delivered to someone else. This means we ask for the property to be checked, share Yodel's delivery photo, ask a neighbor if they safeguarded it, confirming the delivery address, etc. We do this to ensure the package is confirmed lost and the original address is correct before sending a replacement. In the end, we're happy to hear it was later delivered by a good Samaritan who had accidentally received the order. We hope you enjoy your order and look forward to another chance at being a part of your home!

Posted 1 year ago

“Parcel ordered for black friday never arrived. Courier sent proof 'Delivered through Letterbox' - item is shown in someone's window, not mine. Courier advise reaching out to firebox. Have reached out twice in the last month and have had no reply. Have purchased many times from Firebox, first time dealing with customer service (or lack of). Have lost all faith in Firebox”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here. We're sorry to hear about the problems with this delivery! We've reached out to you directly to help and are looking forward to hearing back from you!

Posted 1 year ago

“Its not one size! Unless it's for children. Very disappointing gift for my dad. Waist of money and awkwardness on the day. Im size uk5 and it barely fit me so im not talking a fully grown man 😤”

Helpful Report

Posted 1 year ago

“Took 10 days to respond that it was an age restricted product and still not had my refund - I also sent chaser emails. All while I ordered something else from another website with perfect service!”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here! Firstly, we're sorry for the delay in responding. During the holidays, we experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. I'm sorry you're on the receiving end of this as I know from first hand experience that this has caused me nervousness and uncertainties that are specifically amplified during the holidays. I've shared your comments with our Product Team to revise this product and our processes. We've also revised the order and see the entire order has now been refunded. Again, we apologize for this mess-up and look forward to another chance at being a part of your home.

Posted 1 year ago

“Wish I'd checked reviews before ordering. Item missing from order and no response to contact. Avoid”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here! Secondly, we apologize one of your items wasn't sent! Our team encountered a system glitch that caused the item to not be processed correctly -- we're now aware of this and working to prevent it from happening on future orders. We're again sorry this happened on your order. We reached out to send it again but it was decided the best route was to offer a refund. We're here if there are any further questions.

Posted 1 year ago

“Terrible delivery. Did not attatch documentation to package so it got atuck in customs for days. Support is non-existent and any attempts to reach out end up with a 4 days delay. I had to effectively spare time out of my own day to provide customs with am invoice that should have alreafy been on the package and convince them to release it. Might as well just check the products on Firebox for inspiration, then order from Amazon”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here and sorry the order got stalled at customs! Firstly, we apologize for the delay in responding. We experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. This has caused a lot of nervousness and confusion around the holidays and this is definitely not what we aimed for during Christmas. We see your order has now arrived. We've shared your experience with our Operations Team. It turns out we included the wrong customs number which stalled this order so we're working to ensure this doesn't repeat on future orders. We're here if there's anything else we can do!

Posted 1 year ago

“Liars are liars. Don't use this store, it's a waste of your time and money. They don't care about the customer. They don't respond to messages. Positive opinions are a scam. Most of the positive opinions are anonymous.”

Helpful Report

Posted 1 year ago

We can't thank you enough for honestly sharing your experience here! Secondly, we apologize for the delay in responding. We experienced higher than usual demand and that impacted both our Operations and Customer Support Teams. We're sorry you were on the receiving end of this as we know from first hand experience that this has caused us nervousness and uncertainties that are specifically amplified during the holidays. We see this didn't arrive when expected so we've gone ahead and refunded your Next Day Shipping surcharge. We're sorry for that and are here if there are any further questions.

Posted 1 year ago

“Firebox used to be great for ordering. Recently less so, I've had no confirmation of dispatch on my order (Paid for Next Day) and getting in contact with them is hit or miss. Looking at the amount of other reviews saying the same they're taking on more than they can handle.”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience here! Secondly, we apologize for the delay in responding. We're experiencing higher than usual demand and this has impacted both our Operations and Customer Support Teams. We're sorry you're on the receiving end of this as we know from first hand experience that this has caused us nervousness and uncertainties that are specifically amplified during the holidays. We see this didn't arrive when expected so we've gone ahead and refunded your Next Day Shipping surcharge. We're here if there are any further questions.

Posted 1 year ago

“Dreadful - they missed the promised date by which my order should have been delivered... they do not reply to emails... when you look at the supposed 'tracking' on their website, it just summarises the order, no information that would count as tracking. Looking at reviews here and on Trustpilot, I can only think that the positive reviews here are old or fake (or possibly both). Avoid.”

Helpful Report

Posted 1 year ago

Hi there, We can't thank you enough for honestly sharing your experience. We apologize for the delay in responding as we experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. I'm sorry you're on the receiving end of this as I know from first hand experience that this has caused me nervousness and uncertainties that are specifically amplified during the holidays. This has since arrived and we're here if there's anything else we can help with.

Posted 1 year ago

“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

“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

Firebox is rated 4.4 based on 4,732 reviews