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

“It hasn't arrived. It was for my Husband's 50th Birthday. Totally gutted and will never Firebox again based on this experience 😞 which is a shame as previous orders have been amazing”

Helpful Report

Posted 2 years ago

Hi Debbie, Thank you for your review, our customer service team has already contacted you by email but unfortunately did not receive a reply from you. We looked into it further and your parcel was delivered by Royal Mail on 12/12. We are very sorry that it took so long, but your order was produced by an external dropshipper according to your wishes. Due to the enormously high volume of orders and the pre-Christmas period, there have unfortunately been delays. We hope you have received your parcel and are happy with your order. Perhaps you will give us a second chance and stay with us as a customer. Best regards from Firebox

Posted 2 years ago

“Was meant to receive a chiseled dog cushion, arrived and it was just a photo on a cushion, customer services was not helpful, would not give me a refund, stay away there are a lot better companies than this one”

Helpful Report

Posted 2 years ago

Hi Nicola, We are very sorry that you had such a bad experience here. Our customer service has already tried to contact you by e-mail to clarify your case. Unfortunately, we have not received a reply to our message from you. Perhaps you will write back to us here in response to our enquiry, we would be very pleased. Best regards Firebox

Posted 2 years ago

“A mug + A filter + A spoon = £40....... I don't think so!”

Helpful Report

Posted 3 years ago

Hi, Thank you for your review. Unfortunately, we do not have your exact details, so we or our customer service cannot contact you directly to discuss your case in more detail. Perhaps you could give us the opportunity to do this and write us your exact details so that we can check again what didn't work for you here. Our e-mail address: info@firebox.com We would be very happy to hear from you. Best regards Firebox

Posted 2 years ago

“Still waiting on my item that I ordered 7 weeks ago. Several emails sent with no reply and obviously no contact number. Very disappointing as this was meant to be a birthday present”

Helpful Report

Posted 3 years ago

Hi Maxine, Thank you for sending us your review here. We have already tried to contact you personally by email, but unfortunately you did not respond to our request. You have already been offered a GBP 10 voucher as compensation, and a full refund has been processed. We hope that you agree with this solution and would be very pleased if you would give us a second chance and remain a customer. Best regards Firebox

Posted 3 years ago

“I am a long term customer, must be at least 10 years, I've loved your website. For the 2nd time my account has been deleted after a reported IT problem. This is just not good enough. Firebox clearly do not care about their customers at all.”

Helpful Report

Posted 3 years ago

Hi Paul, We are very sorry that you had such a bad experience here. Our customer service team has already contacted you by email to resolve this issue. Of course, our customers' accounts have not been deleted. We are currently working on a change in our system, unfortunately, there are some problems here and we are working flat out to resolve them as quickly as possible. We apologise once again for the inconvenience caused and hope that you will remain a customer and give us another chance. Kind regards Firebox

Posted 3 years ago

“The experience I had with Firebox was so shit that I get bothered whenever I look at the item I purchased. Never again.”

Helpful Report

Posted 3 years ago

Hallo Sarah, Thank you for your review. Our customer service already contacted you by email a few weeks ago. Unfortunately, we have not yet received a reply to our message. We would have been happy to discuss your case in more detail and offer you an appropriate solution. We hope to hear from you and wish you a good day. Take care Firebox

Posted 3 years ago

“Never had any problems until recently, forgot my password so requested a new one. Never got an email, contacted them via facebook and they claimed there was no account with my email address despite me receiving an email with a discount code from them a few days previously. Was advised to create a new account, tried to put in the discount code and it was 'invalid'.”

Helpful Report

Posted 3 years ago

Hi Jenna, Thank you for your review. Our customer service already contacted you by email a few weeks ago. Unfortunately, we have not yet received a reply to our message. We hope to hear from you and wish you a good day. Take care Firebox

Posted 3 years ago

“I never got the package but thanks”

Helpful Report

Posted 3 years ago

Hi Jeff, Thank you for your review on review.io. We're sorry that you didn't seem to be happy with your order here. Our customer service team has already tried to contact you by email, but unfortunately without success. Customer satisfaction is very important to us, so we would be very happy to hear from you again. Especially, of course, to be able to offer you an appropriate solution in your case. Take care Firebox

Posted 3 years ago

“Not only I had to pay for shipping costs, but I also had to pay for a ridiculous customs fee (which I was not aware of). Also, I got a discount for a next purchase, as long as that purchase is for wine. However, firebox does not allow alcohol orders to my country - so the discount is absolutely useless. Very disappointed with this store.”

Helpful Report

Posted 3 years ago

Hi Leonor, Thank you so much for sending us your review. We are very sorry that you had to pay extra fees here again. We understand your anger about this. Our customer service team has already contacted you and hopefully offered you an appropriate solution. We would be very happy if you would give us a second chance and stay with us as a customer. Best regards Firebox

Posted 3 years ago

“never received parcel, appalling - no response to emails”

Helpful Report

Posted 3 years ago

Hi Lily, Thank you for your review on review.io. We're sorry that you didn't seem to be happy with your order here. Our customer service team has tried to contact you several times by email, but unfortunately without success. Maybe our messages ended up in the junk folder too? That's where they tend to go. In the meantime, we have arranged a full refund for you, which should have reached you by now. Once again, we say SORRY for the inconvenience caused and hope that you will give us a second chance. Best regards Firebox

Posted 3 years ago

“Quality of product very disappointing and added fee for postage was ridiculous. Won’t be using again”

Helpful Report

Posted 3 years ago

Hi Sharron, Thank you for leaving us your review. We are very sorry that you were not satisfied with the quality of the item you have ordered. Our customer service contacted you by email 3 weeks ago and asked if you could give us more details about what didn't work for you. Unfortunately, we have not received an answer from you yet. Perhaps you would like to contact us again so that we can offer you a satisfactory solution, We would be very happy to hear from you again. Best regards Firebox

Posted 3 years ago

“Sent the wrong item and even you sent the right one it was faulty. Had to waste my time posting back the wrong item.”

Helpful Report

Posted 3 years ago

Hi Karina, Thank you for sharing your experience with us here. We regret that you had a bad experience here twice. Of course, something like that should not happen. Our customer service has already contacted you about your case and arranged for a refund. We hope that you will give us another chance so that we can show you that we can do better. Best regards Firebox

Posted 3 years ago

“I only received 3 of the 9 air fresheners I ordered and they dont even really smell like coffee. Ive just been waiting for the others thinking maybe theyre shipped separately but I guess not”

Helpful Report

Posted 3 years ago

Hello Alexis, Thank you for taking the time to send us a review. Unfortunately, there was a technical error and your order was not completely transmitted to the external supplier. Of course, we have refunded you accordingly and sent you also a gift card as a small compensation. Hopefully, you will give us another chance and stay with us as a customer. Take care Firebox

Posted 3 years ago

“Very poor value for money”

Helpful Report

Posted 3 years ago

Hi there Jack, Thank you for taking the time to review us - we appreciate it. We apologize that your Valentine's Mystery Box order did not meet your expectations. Our buying team works hard to ensure that the contents of each box are carefully crafted to offer customers a good saving over buying the items individually. Our customer service team have been in touch and hopefully a satisfactory resolution has been reached for you. All the best Firebox

Posted 3 years ago

“I still have not received my package?! I ordered this mid December”

Helpful Report

Posted 3 years ago

Hi Rachel, Thank you for your review. From your review, it appears that you are not satisfied with your order. I took another look at your case and found out that my colleagues from customer service have replied to your enquiry. Your order is in the way and we have provided you with the respective tracking link by e-mail. We hope we were able to help you here and that you will remain as our customer. Best regards Firebox

Posted 3 years ago

“I still haven’t received my parcel from Yodel :(”

Helpful Report

Posted 3 years ago

Hi Daisy, Thank you for your review. We are sorry that you did not receive your package. This is extremely annoying. Our customer service team has already contacted you in this case. Unfortunately, your parcel is "stuck" somewhere or has been lost by Yodel. Of course, we have initiated a full refund, which should have arrived in the meantime. We apologize once again for the inconvenience caused and hope that you will give us a second chance. Best regards Firebox

Posted 3 years ago

“order took too long, it had been cancelled internally and then arrived 6 weeks after I ordered it. The socks were scuffed and poor quality.”

Helpful Report

Posted 3 years ago

Hello, Claire, Thank you for your review. We are sorry that you had to wait so long for your ordered item here. This is extremely annoying. Our customer service team has already contacted you and offered a partial refund to make up for the inconvenience. Unfortunately, we have not received a reply to our proposal. Perhaps you would like to write back to us so that we can arrange a refund for you? We would be very happy if you would give us a second chance so that we can show you that we can do better. Take care Firebox

Posted 3 years ago

“I haven’t received it yet”

Helpful Report

Posted 3 years ago

Hi Ellen, thank you for sharing your last Firebox experience. First of all, we would like to sincerely apologize for the late delivery. This should not happen even in stressful times. Unfortunately, it did happen and we are very sorry that we also left someone without a gift. Customer service has tried to find a satisfactory solution and we hope that refunding half of the amount will be satisfactory for you. We would be happy if you continue to be loyal to us as a customer despite the error with the order. Kind regards Firebox

Posted 3 years ago

“Ordered Christmas presents on 5th December and received them yesterday, 7th February, not impressed!!”

Helpful Report

Posted 3 years ago

Hi there Antony, Thank you for taking your time to review your Firebox experience - we appreciate it. We sincerely apologize that your timely order arrived well after Christmas. This should never have happened, but unfortunately, it did and it is annoying that due to this issue someone did not receive the gift at Christmas. Through our partner, we were informed that some orders in December could not be processed and this happened in January. The problems are now fixed but this is of course not helpful for you in retrospect. Customer service has already contacted you and has hopefully been able to find a satisfactory solution with the refund of half of your purchase amount. All the best Firebox

Posted 3 years ago

“No where to track your package and takes too long”

Helpful Report

Posted 3 years ago

Hi there Daniels, thank you for taking your time to review us. We apologize that unfortunately our Fresh Faces were not delivered in time for Christmas and you could give to someone dear as planned. There were problems with the Fresh Faces at the worst time of the year, of all times, and the orders were not processed and shipped to customers - or not until January 2022. Customer service has already contacted you and hopefully, they were able to find a satisfactory solution with a refund of half of your purchase amount. However, we would be very pleased if you would give us another chance so that we can show you our normal standard of service. This is usually much better than what was shown with the last order. Kind regards Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,721 reviews