Firebox Reviews

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

4.4 Rating 4,734 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,734 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 63%
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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Anonymous // 01/01/2019

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

“I spent £70 on two gadget mystery boxes as Christmas presents. Firstly both boxes had the same contents which was disappointing. Secondly the items inside were awful and useless. One of the ‘gadgets’ was as good as a McDonald’s happy meal toy and another item was some Bluetooth speakers that crackle when more than a foot away from the device. Massive waste of money.”

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Posted 5 years ago

“ordered the gin making kit as a xmas presesnt - when the person I gave it too opened it the other day ti use it there were no ingredients. Raised the issue twice by chat and email and no response. I am giving this poor review in the hope some one responds”

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Posted 5 years ago

Hey Craig, Thank you for taking the time to review us. We are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are sure you can understand that with the Christmas bank holidays, our inboxes were saturated with queries. Our small customer service team worked very hard to catch up with the backlog of messages across all channels as quickly as possible. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. We looked into your order and can see your order has since been re-sent. We are very sorry for the inconvenience you've experienced with this order. Should you need anything else, don't hesitate to contact us. We're always very happy to help! Regards, Firebox

Posted 5 years ago

“Like another reviewer below, I ordered on 17 December and still don't have my item over 3 weeks later. The tracker says my item is still being packed in the warehouse. Emails weren't responded to.”

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Posted 5 years ago

Hey Kas, Thank you for taking the time to review us. We are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are sure you can understand that with the Christmas bank holidays, our inboxes were saturated with queries. Our small customer service team worked very hard to catch up with the backlog of messages across all channels as quickly as possible. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. We looked into your order and can see it was placed after the Christmas delivery cut-off, which meant your order wouldn't have made it in time for Christmas (as stated on the product page). As the supplier closes over the holidays, production was only resumed in early Jan and your order has since been dispatched and delivered. Should you require anything else, don't hesitate to contact us. Regards, Firebox

Posted 5 years ago

“Ordered item 17th dec 2019, not recieved and it's now Jan 8th 2020 and I've recieved nothing. Not even an email. Emailed to enquire where it was, no response. Shoddy.”

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Posted 5 years ago

Hey Dee, Thank you for taking the time to review us. We are really sorry for the delay in getting back to your query. We are also very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We can see you have since been responded to and made aware that the order was placed after the Christmas cut-off to receive the item in time for Christmas. This information was available on the product page at the time the order was placed. Your order has since been dispatched and delivered. Do let us know if there is anything else we can do for you. Kind regards, Firebox

Posted 5 years ago

“I have yet to revive my order 4 weeks late and no communication response from firebox absolute rip off so not use”

Helpful Report

Posted 5 years ago

Thank you for taking the time to review us. We are sorry for the delay in getting back to your query. We are also very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are sure you can understand that with the Christmas bank holidays, our inboxes were saturated with queries. Our small customer service team worked very hard to catch up with the backlog of messages across all channels as quickly as possible. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. We can see that since posing this review, an advisor responded to your query via WhatsApp, the order considered lost in post as it was not delivered as estimated and thus you were refunded in full. Should you require assistance with anything else, don't hesitate to reach out to us. We are always happy to help, even if it takes us a little longer than usual. Regards, Firebox

Posted 5 years ago

“I have never received my item and learned that it was discontinued after a month of waiting...”

Helpful Report

Posted 5 years ago

Hey Camille, Thank you for taking the time to review us. We are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We've taken a look int o your order and can see that it was returned to the warehouse due to failed delivery. You were e-mailed informing you of this and refunded in full. Do let us know if there is anything else we can do for you. Regards, Firebox

Posted 5 years ago

“There was a product I NEVER received!”

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Posted 5 years ago

Hey Gwinnette, Thank you for taking the time to review us. We are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We've taken a look into the order in question and can see you were e-mailed about the order and we've never received a response detailing any further information about the issue or anything we could do to help. Should you still need assistance with this order, don't hesitate to respond to us at your earliest convenience. Regards, Firebox

Posted 5 years ago

“Order not received despite text to say it was left in safe place and a card left. This could have been resolved with Firebox but despite contacting them by email twice, phoning (automated message), Facebook and WhatsApp I have still had no response. Appalling customer service letting company down. Next step will be to reclaim money via bank as you refuse to respond.”

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Posted 5 years ago

“The test of a company is when things go wrong, if it goes right, there's little to worry about, if it goes wrong how they deal with it tells you everything, and Firebox are the worst company I've ever dealt with, period. If you get your package then it's all good, if not then good luck getting even getting a response from customer service, let alone getting them to do anything about it. But don't take my word for it, check the @fireboxhelp twitter feed (Tweets and Replies) - it's full of people with the same experience as me: most wait weeks for any response at all, it's astounding that they remain in business. I can not urge you strongly enough to avoid this company.”

Helpful Report

Posted 5 years ago

Hey, Thank you for taking the time to review us. We are really sorry for the delay in getting back to your query. We are also very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are sure you can understand that with the Christmas bank holidays, our inboxes were saturated with queries. Our small customer service team worked very hard to catch up with the backlog of messages across all channels as quickly as possible. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. We've looked into your order thoroughly and can see your order was lost in post. You were responded to, refunded in full (as requested) and given a gift-voucher as a goodwill gesture. We did everything we could help to remedy this matter. We are very sorry that we let you down this time. We do hope to make it up to you in your next order. Regards, Firebox

Posted 5 years ago

“My Christmas order from 2nd December has never arrived. The phone number on the web site is a recorded message telling you to e-mail them. I have e-mailed four times, Tweeted, WhatsApped, messaged via the Facebook page, NO RESPONSE. £67 worth of goods I had to replace, no communication. I can't quite believe it. I've been a customer for over ten years!!!”

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Posted 5 years ago

“My parcel has not been delivered and should have been delivered two weeks ago. I've tried to contact firebox multiple times since that date and haven't heard any response from them still.”

Helpful Report

Posted 5 years ago

Hey friend, Thank you for taking the time to review us. We are really sorry for the delay in getting back to your query. We also are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We are sure you can understand that with the Christmas bank holidays, our inboxes were saturated with queries. Our small customer service team worked very hard to catch up with the backlog of messages across all channels as quickly as possible. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. We've taken a look into your order and can now see that this has since been dealt with, you were fully refunded and given a voucher to make it up to you for this disappointment. We are so sorry for the inconvenience caused. Regards, Firebox

Posted 5 years ago

“order was supposed to arrive before christmas. sent 6 emails, tried to phone, whattsapp, twitter, THEY DONT REPLY worst customer service i have ever seen. starting to think that this company is a SCAM”

Helpful Report

Posted 5 years ago

Hey, Thank you for taking the time to review us. We are very sorry to hear that your latest Firebox experience was not satisfactory. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one. We've taken a look into your order and can see it was placed after the Christmas delivery cut-off, therefore you weren't going to receive the order in time for Christmas day. This was on the product page and we also e-mailed you informing you of this. Regardless, we refunded you the postage for the confusion and your order was dispatched as scheduled and estimated. We are sorry you feel let down by this situation. Should you need anything else, don't hesitate to contact us, we are always happy to help. Regards, Firebox

Posted 5 years ago

“I ordered a personalised gift on the 16th of December, with a guarantee that it would arrive before Christmas. Not only did it not arrive then it has still not arrived now on the 3rd of January. Still no replies to emails I sent enquiring about my order and about when it will be arriving. Awful service considering delivery and postage came to over £10.”

Helpful Report

Posted 5 years ago

“The product was garbage and not worth even a dollar. It did not work. I have made three attempts via email to return the product And no response. Do not buy anything from firebox. Horrible product and even worse customer service.”

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Posted 5 years ago

“Absolute useless order for Xmas present and never arrives when I track just says in warehouse getting picked useless”

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Posted 5 years ago

“Never received my item and have received no response to any of my emails.”

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Posted 5 years ago

“Not item was delivered and I never received a response when I chased it with the team.”

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Posted 5 years ago

“I ordered a Mushion on the 16th December, the notice on the page said to order before the 17th for delivery before Christmas. It has not been delivered and I have received no update at all with news of whats happening (I wouldn't have a problem with it being late if I had been told before hand), this was supposed to be a christmas present for a friend... I have now tried to contact customer services 5 times (email, facebook message, facebook post, whattsapp message and commenting on their posts) with no response, I don't get a lot of phone signal to be able to call so have had to wait until I return to work to be able to phone. All responses I have had say they will respond within 2 days... this has not happened, appalling customer service.”

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Posted 5 years ago

“I paid for the product it never turned up I was told to be patient and it still hasnt turned up useless company full of empty promises.”

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Posted 5 years ago

“Never received custom socks and can’t get anyone to answer my emails about it”

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Posted 5 years ago

Firebox is rated 4.4 based on 4,734 reviews