Firebox Reviews

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

4.4 Rating 4,535 Reviews

87 %

of reviewers recommend Firebox

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

Anonymous

Anonymous // 01/01/2019

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

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

Helpful Report

Posted 4 months 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 4 months 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”

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Posted 4 months ago

“Ordered over 2 weeks ago and have received no communication regarding when I should expect the order. I have messaged multiple times asking for an update but have received no reply. I have never experienced such poor customer services and am doubting that I will receive the order before Xmas. I will not be using Firebox again which is a shame as I do like the products on offer.”

Helpful Report

Posted 4 months ago

“Can’t get my delivery from them tried emailing multiple times used WhatsApp also, and used online form. Can’t get a answer from them any help??”

Helpful Report

Posted 4 months ago

“Delivery was poor - waited over 3 days whilst the item was “out for delivery”. When it arrived, it was someone else’s order so no good to me.”

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Posted 4 months ago

“Couldn’t get hold of customer service and item took much longer than stated to arrive”

Helpful Report

Posted 4 months ago

Hi there, We can't thank you enough for sharing your honesty and giving us a detailed view of what we did wrong here. Secondly, we would like to apologize wholeheartedly 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. This also does not exclude our carriers, which experience similar demand during Christmas time. We promise that they also tried their best and did not intend to disappoint any customer because of a late package. We are extremely sorry for all the inconvenience we caused here and would love to show you that we want to learn and develop from our mistakes. Therefore feel free to give us a second chance and see for yourself, that it is our main goal to provide exceptional service.

Posted 3 months ago

“Absolutely shocking post sale customer service. Once they have your money they're not interested in problems. The only tool in their resolution box is future discount codes, as if you'd trust them twice!”

Helpful Report

Posted 4 months ago

Hi there, We really appreciate your honesty here and are sorry to hear this is how you feel. Please know that when mistakes happen, we try our best to make it right. We've shared your experience with our team to see how we can improve the transparency of our Delivery Methods and how orders are fulfilled. Upon revising your order, we found it had arrived during our estimated delivery period for Next Day Deliveries (when ordered after 3 PM). Again, we do hope to keep being a part of your home, thus, we offered a future discount code. If there's anything else we can do, we'd love to help.

Posted 3 months ago

“The UX on the website was horrible. I thought it may due to using my phone, but then tried on my laptop at it was just as bad. Trying to resize photos and the whole page would zoom in so you couldn’t see the bottom of the screen and Thereford unsure if you had the size of the photo correct or not. I was given a 10% code for signing up to the newsletter. Well the code didn’t work at checkout. Had I not already committed to buying this present with someone else I’d have bought something else or bought elsewhere.”

Helpful Report

Posted 4 months ago

“Wrong item received twice....still waiting a refund”

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Posted 4 months ago

Hi there, We can't thank you enough for honestly sharing your experience here! Again, we're sorry for sending the wrong product. We encountered a system configuration mistake that categorized the wrong product and their inventory. This caused our initial and replacement to be incorrect. We've since fixed this but were unfortunately sold out of the original product. We've now refunded the order and didn't ask for a return of the incorrect products. Again, we're sorry and are here if we can further help.

Posted 3 months ago

“Ordered 8 days ago, estimated delivery on website should have been 4 days ago. The item still hasn’t been shipped. Poor.”

Helpful Report

Posted 4 months ago

Hi there, We can't thank you enough for honestly sharing your experience here. Again, we're sorry the order arrived after our estimated delivery period -- this has since been received. We're here if the product possibly arrived damaged or if one needs help returning it (we offer free 100-day returns).

Posted 3 months ago

“Bob Ross bobble head came with no book which it should have done .. Emailed you... No reply. Poor communication.”

Helpful Report

Posted 4 months ago

“Ordered the black box with an item missing, after a few days the mistake was rectified but the price of all the items definitely didn’t add up to £100+ as advertised. This is the second time I’ve been burned by this, when last year it didn’t even turn up in the first place, and no replacement was issued. This will be the last time I shop with firebox.”

Helpful Report

Posted 4 months ago

Hi there, We can't thank you enough for honestly sharing your experience here. As shared, the missing item which was sent and received -- sorry for that! We've also reached out to share that the £100 value of the 7 items is based on their retail value (non-discounted value). We've shared this with our team to see how we can improve the wording so it's not confusing that the value is based on discounted products.

Posted 3 months ago

“Absolutely rubbish, not value for money at all! Couldn’t be more disappointed with the box or with the customer service”

Helpful Report

Posted 4 months ago

“Don’t trust the delivery times. They say 2-4 working days but that’s from dispatch, and it takes a week to dispatch. I ordered something last Friday estimated delivery 29th (2-4 working days later ) and it’s still not even been dispatched 4 working days later. Just advertise honestly on your website and I would have paid for next day delivery but because the delivery estimation was in time I didn’t think I needed to. Now I don’t have the item I need in time and have had to shop elsewhere. Seems silly to disappoint your customers because you are being greedy trying to look “competitive” when you aren’t. If you were just honest in your estimations you wouldn’t upset customers.”

Helpful Report

Posted 5 months ago

Hi there, We appreciate you taking the time to write an honest review and giving us a detailed view of your situation. We are very sorry you had such an unpleasant experience with us. Your inquiry has already been resolved, but we would like to apologize once more for the inconvenience. During the black week, we were experiencing higher-than-usual demand and this has impacted both our Operations and Customer Support Teams. We are so sorry you were on the receiving end of this. We hope you can give us another shot and prove that we can do better. Kind regards Firebox

Posted 3 months ago

“I ordered 5 items and received 4, with a packaging slip that lists one of the items wrong, yet that wasn't included anyway, so i'm missing an item and about 1/3 of the value of my order. I've had no reply as of yet. Update as of Jan 2024: Firebox did refund me on the missing item after going through support, though they did not send/email any kind of coupon or voucher as they have claimed. I can't attribute a reason for that as i don't know if it's incompetence on the part of Firebox or just a lie at this point unfortunately.”

Helpful Report

Posted 5 months ago

Hi there Thank you very much for taking the time and submitting an honest review of your experience with us. We are so sorry that you had such a hard time with your order. The inquiry has already been answered and solved by our customer service team. Nonetheless, we would be happy to comment on this once more: Due to a bug in our system, the item you were missing was not imported into your order, causing your parcel to be incomplete. We have refunded you this item, as well as shared a coupon, that can be used for your next purchase. We apologize again for the hassle and hope that you will give us another chance to make it right. We wish you a happy new year! Best regards Firebox

Posted 3 months ago

“The quality of the product is very poor”

Helpful Report

Posted 5 months 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 3 months 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 5 months 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 5 months 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 3 months 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 5 months 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 3 months ago

Firebox is rated 4.4 based on 4,535 reviews