Firebox Reviews

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

4.4 Rating 4,721 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,721 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

“Utter waste of money. Convinced her to read it for the glitter that didn't open but it did detach the sound from its power source. Very definitely not indestructable. Very very disappointed”

Helpful Report

Posted 5 years ago

Hey Sean, Thank you for taking the time to review us and give us very valuable feedback. We are very sorry to hear you received a faulty item and that it potentially ruined the #giftgasm of the recipient :( We have contacted you directly via e-mail and refunded your order in full. We do hope to make it up to you in your next order. Regards, Firebox Team

Posted 5 years ago

“Ordered several items on next day delivery. Some days after and no items have yet arrived with the tracker system still saying dispatched (did from almost point of order 3 days earlier). Main number is automated and hangs up. WhatsApp unresponsive and no reply to emails. Total lack of customer service”

Helpful Report

Posted 5 years ago

Hey, Thank you for taking the time to review us and provide us with feedback about your experience. We are really sorry for the delay in getting back to you. We love people sliding into our DM’s and popping off our inboxes but with Christmas around the corner we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person on this Christmas’ list (naughty AND nice!) as quickly and as effectively as possible 🎄 We are very sorry that you didn't receive the delivery service you paid good money for. We did let you know via Whatsapp that your postage cost was refunded and the updated estimate of your delivery. Again, we are really sorry for the inconvenience caused. Regards, Firebox Team

Posted 5 years ago

“I am disgusted at the service I have received. It took a week for the parcel to get to me... for it then to be an empty tube is disgusting. I have tried to contact the company now for multiple days with not a single reply from any of the different ways of contact! I would expect a full refund but can’t even get hold of anyone to sort this problem out! Disgusting service!”

Helpful Report

Posted 5 years ago

Hey there Chloe, Thank you for taking the time to review us and give us very valuable feedback. We are very sorry about the delay in getting back to you. With Christmas very very close, we've received a large volume of messages across all our channels. We've been doing our best to reply to each and every single one as quickly as humanly possible. We have sent you another e-mail about your order and what has happened with your missing Face Wrap. We've immediately refunded you in full and this will be reflected in your bank account within a few working days. We are very sorry for any inconvenience caused. Regards, Firebox

Posted 5 years ago

“I have never received my parcel! I have send multiple emails about getting a refund and no one is contacting me back! Do not trust!”

Helpful Report

Posted 5 years ago

Hey Tala, Thank you so much for taking the time to review us and rate us. We are really sorry for the delay in getting back to you. We love people sliding into our DM’s and popping off our inboxes but with Christmas around the corner we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person on this Christmas’ list (naughty AND nice!) as quickly and as effectively as possible 🎄 We have responded to your query and refunded you in full for your order. Do let us know if there is anything else we can do for you! Merry Christmas!! Firebox Team 🎅

Posted 5 years ago

“Got a mushion for a friend for Christmas, when personalising I was told the photo was high quality so I proceed to pay the almost £20 when it (finally) arrived it came in a plastic shoddy bag, I then opened it to find the final result is poor, the photo on it is pale and pixilated and the quality and stitching is awful, I'm embarrassed to be handing this friend her mushion because of the state of the pillow itself”

Helpful Report

Posted 5 years ago

“Ordered next day delivery for a secret santa gift. It's still not here after 3 days and the party was yesterday so had to buy something else. Very disappointed.”

Helpful Report

Posted 5 years ago

“Hard to review when I ordered on 12/2 and it said my order was on its way. It’s now 12/12”

Helpful Report

Posted 5 years ago

Hey! Thank you for taking the time to review us and share your thoughts on us. We have been quite alarmed that you are still waiting for your order so have of course looked into it. You placed your order on the early hours of Dec 3rd and it was later dispatched at 9PM using Untracked International Airmail. Due to your chosen delivery method, we are unable to locate the whereabouts of your parcel. However, international delivery is usually 7-10 business days meaning that the estimated delivery window is between 12th and 17th of December. It is still within that time frame so it might turn up any time now. On the very rare occasion that there are any hold ups during customs, it may take up to 20 business days. This means that the VERY lastest your parcel should be with you is by Dec 31st. Do get in touch if your goodies are not found by then and we will of course do everything we can to help! Regards, Firebox Help

Posted 5 years ago

“I received and e.mail telling me my delivery was dispatched on 27th November. It’s now 11th December and my parcel has not been delivered. The phone line says closed and I have no responses from messages sent! Poor service!”

Helpful Report

Posted 5 years ago

“Missed item out of order, contacted customer service via e-mail and social media, but they have been no help at all. Received one reply, but they misunderstood the issue. Haven't heard from them since. Looks like I'll be one present short.”

Helpful Report

Posted 5 years ago

“Parcel did not arrive and no response to emails or social media messages. Will not use again”

Helpful Report

Posted 5 years ago

Hey, Thanks for taking the time to review. Although response to e-mails has been a little slow due to the large volume we have received, you were responded to via social media. Additionally, your parcel with standard UK Mainland delivery, did arrive within its 3-5 working day estimate. We refunded your delivery as a goodwill gesture. Do get in touch if there is anything else we can do for you. Regards, Firebox

Posted 5 years ago

“I bought the never-ending Birthday card and it lasted less than 2 minutes until my brother in law disconnected the battery somehow without even spilling any glitter. Spent £12 on a relatively boring card.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us. We are really sorry to hear that the Never-Ending Birthday Card you ordered was faulty. That's not right at all! We take your feedback very seriously and have flagged this with our supplier. We've contacted you directly via e-mail so that we can make this up to you. We look forward to speaking to you and resolving this matter swiftly. Regards, Firebox Team

Posted 5 years ago

“Freak mask is garbage, Dont waste your money. when you wear the product, it stretches so bad the image is distorted and looks nothing like the image printed on the piece of elastic. Customer relations is no help. don't buy this product!”

Helpful Report

Posted 5 years ago

Hey there Bruce, Thank you for taking the time to review us and give us feedback on your shopping experience. Your rating and feedback is concerning for us. We've had a look into your order and all communication yo've had with us and can see you reached out to us unsatisfied with both your Freak Masks. With our personalised products, the quality of the end result is highly dependant on the quality and resolution of the image uploaded when making the order. Our customer service team has taken your complaint very seriously and tried their best to help. However, considering one of the images you uploaded is blurry and a little fuzzy, it is only expected that this would be emphasised when placed on the personalised product (as it is enlarged to be the size of a human face). Again, with the second photo you uploaded, the image is very grainy and thus this was emphasised when printed on the mask. In brief, quality of the mask is affected by the initial quality of the image provided. Due to the nature of this product, we are unable to offer our usual 30-day, no-quibble returns policy, if you later change your mind, or otherwise decide to return the product through no fault of Firebox. We're really sorry that we have been unable to offer you a refund in this occasion as the quality of the images given to us is displayed accurately in the quality of the item.

Posted 5 years ago

“I love the products always great quality and exciting, never had an issue with the customer service and the price is reasonable somewhat My issue lies more so with the delivery methods and courier. When you are told your parcel will be with you within 2-3 days of order I would hope it would be, I have missed birthday presents because it has taken so long. promised 2-3 days now we are one day 8 and there has been no attempt of delivery it really puts me off ordering from the website again despite my admiration of it”

Helpful Report

Posted 5 years ago

Hey there Anon, Thanks for taking the time to review us. We are really sorry to hear that you have been disappointed by the delivery service of your order. We take your feedback very seriously and have looked into the order you made on Nov 4th using our Standard Yodel UK delivery which takes 3-5 working days (all the technical info can be found in our boring but important FAQs). We can see that our warehouse elves dispatched it that very same night and it made it's way to your local depot by the next day. On the afternoon of the 6th, Yodel attempted delivery but nobody was home. They received instruction to leave your goodies with a neighbour and they did so on their re-delivery on Nov 9th. According to the tracking of your parcel, the delivery was done within the timeframe and following your instructions of re-delivery. We have sent you an e-mail in regard to this order, with all the tracking details of your parcel. We hope to hear from you very soon. Regards, Firebox Dream Team

Posted 5 years ago

“First order didn’t arrive, was told that a replacement was dispatched and yet again no item. This was supposed to be a birthday present which is now extremely late. Each time I email I’m told they don’t track the item, this is ridiculous as orders just get lost.”

Helpful Report

Posted 5 years ago

Hey there, Thank you for taking the time to review us and giving us feedback about your experience with us. Your thoughts are highly valuable to us and how we can make future improvements. We are really sorry that your first order got lost in post, we did send out a replacement on 23/10/2019 and have e-mailed you about how we would love to help and sort this out. Huge apologies for any inconvenience caused and we look forward to speaking to you and making it up to you. Kindest regards, Firebox Team

Posted 5 years ago

“I havent received my Turkey head yet, and on day 10 for delivery. So yay, I missed Halloween. Firebox said they "helped" and asked me to revise my review. So UPDATE, it has been over 2 weeks since I ordered this item, and am now being told they won't do anything until it is November 18th, which is almost a month since I originally purchased my item. I'm annoyed that their verbiage on delivery isn't accurate, and am unhappy that their response was too bad so sad.”

Helpful Report

Posted 5 years ago

Hey there! Thank you for taking the time to review us, your feedback is very important to us. You're the best! We're really sorry that you are still waiting for your goodies, that really really sucks. We have looked into your order and sent you an e-mail about the delivery timeframe, which is the reason why it isn't with you yet! We're looking forward to chatting with you and staying in touch to make sure your goodies make it to you safe and sound. Best wishes, Firebox Team

Posted 5 years ago

“I thought you could review the product, not the shop. This is for the Pennywise powerpack. Absolute rubbish. It looks cute, but lacks a clear charge indicator (peer inside the sub port for a blue glow!) And fails to charge a phone or tablet to 100 percent. This after the multiple attempts, even after charging the pack all day. I won't bother returning it, as I have never needed to return to Firefox before (usually very good) and did not know about the strict terms. Unfortunately I am the kind of shopper who recycles or bins packaging and receipts upon delivery.”

Helpful Report

Posted 5 years ago

Hey there Jay, Thank you for taking the time too review us and provide us with feedback about your product and experience with Firebox. We are really sorry to hear that you are super disappointed with your Pennywise Powerbank and that it was faulty. We'd love to make this up to you, so we've popped you a quick e-mail to arrange this with you. We look forward to hearing from you. Speak soon, Firebox Team

Posted 5 years ago

“Ordered a Star Wars mystery box for my boyfriend on our anniversary, it was meant to arrive on the 21st, or 23rd at the latest, and it still hasn’t arrived. Moreover, the website won’t update the info about my order, it keeps just saying “despached”. Well, anniversary ruined now !”

Helpful Report

Posted 6 years ago

Hey there, Thank you for taking the time to review us. We are really sorry that you've been kept waiting and haven't received your goodies as expected. We have looked into your order and have contacted you directly about the current status of your package. Also, we have gone ahead and refunded you for the postage since it didn't arrive as estimated. Let us know if you need any more help and, again, we are really sorry for the inconvenience. Regards, Firebox Team

Posted 6 years ago

“Honestly the worst service ever. I ordered stuff for a friends birthday 2 weeks in advance That was suppose to arrive on the 19th of September and I still haven’t revived the things I ordered. sucks I wasn’t able to give her the gifts on her birthday.”

Helpful Report

Posted 6 years ago

Hey there, Thank you for taking the time to reviews us and provide feedback about your experience. We are really sorry to hear you're still waiting for your order. If you send us an e-mail at info@firebox.com with your order number, we'll be able to investigate the whereabouts of your order and help in any way we can. We want to make sure your friend receives her goodies and we make it up to you for this inconvenience! Regards, Firebox Team.

Posted 6 years ago

“Awful service - my order which was a 21st Birthday present, which now won't arrive in time, was cancelled because you can't have something delivered to another address that isn't where your card is registered. So if you're a student don't bother - ironic for a website that bigs up its student discount.”

Helpful Report

Posted 6 years ago

Hey there, Thank you for taking the time to review us. It seems there is a little confusion about this situation. We can deliver an order to an address that is different to that of the billing address. However, if your billing address does not match the address on the card used then this is flagged up for security reasons and the order cannot go through to prevent cases of fraud. If the order was flagged up, we would ask you to confirm the billing address to check it matched the address held by your bank card before the order is cancelled altogether. If you place your order again please ensure the billing address matches the address of the card used for payment. Then, you can enter whichever delivery address you wish to have the order sent to. We are really sorry your order got cancelled but these security measures are in place to prevent fraudulent activity. Please feel free to reach out to us should you have any questions or further queries.

Posted 6 years ago

“was extremely disappointed with my order I get two bargain mystery boxes (1 st random and 2nd unicorn) I guess the 1st felt empty the best thing in the box was a nail polish holder and I was disappointed with that 2 of the five items were for iPhone only, the ugliest thinnest little towel thing I've ever seen and a badly painted Avacado stress ball ( while I dont like this one im willing to overlook it as most likely popular joke gift item so non-offensive I guess ) the unicorn one was a gift it was considerably better but overall still meh I dont think I will shop here again but my sister says she might. ( i did get a free fortune cookie I liked that so thanks for the cookie)”

Helpful Report

Posted 6 years ago

Hey, We are sorry to hear that you were disappointed with your mystery boxes. The surprise element of the boxes does mean that the items received are randomly picked. However, we hate knowing that you are disappointed and would love to make it up to you. Pop us an e-mail on info@firebox.com with your order details and we'll get right on it. Hopefully, this time we'll do better by you!

Posted 6 years ago

Firebox is rated 4.4 based on 4,721 reviews