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

“Very disappointed that I had to pay inbound costs”

Helpful Report

Posted 3 years ago

Hi Wendy, thank you for your review. First of all, I would like to apologise that you had a bad experience with our shop. We are very sorry about that. We found out that your parcel was delivered to Belgium. On our homepage, under FAQ (International Shipping), it is mentioned that extra costs may apply. Please find attached the link: https://firebox.com/pages/faqs#intdelivery:all As a small compensation, we have refunded you the delivery costs. We hope that this solution will work for you. We will also send you a gift card in the amount of GBP 10.00, which you can redeem on your next visit to our shop. Best regards Firebox

Posted 3 years ago

“J'ai dû payer 25 euros en plus pour les frais de douane qui n'étaient pas compris dans les frais de port du coup ça commencer à faire pour une veilleuse..”

Helpful Report

Posted 3 years ago

Bonjour Hélène, Nous avons bien reçu votre évaluation sur review.io, merci beaucoup pour cela. Tout d'abord, je tiens à m'excuser pour la mauvaise expérience que vous avez eu avec notre boutique. Nous le regrettons sincèrement. Sur notre page d'accueil, il est mentionné sous FAQ (International Shipping) que des frais supplémentaires peuvent éventuellement être facturés pour les livraisons internationales. Ci-joint le lien : https://firebox.com/pages/faqs#intdelivery:all En guise de dédommagement, nous vous avons remboursé les frais de livraison d'un montant de 10 euros de votre commande. Nous espérons que cette solution vous satisfera. Nous serions très heureux de vous compter à nouveau parmi nos clients. Meilleures salutations Firebox

Posted 3 years ago

“Terrible. Products did not arrive and on Christmas Eve they informed me that some were not available. The order was twice said to be on its way. Will not use again. In the end requested a refund. V disappointing experience and meant gifts were missed. All other online purchases from other companies were a dream.”

Helpful Report

Posted 3 years ago

Hello Katy, Thank you for taking the time to send us a review. We can understand your anger about not receiving your order. My colleagues from the customer service have already written to you in the past via E-Mail and arranged for a refund and send you a giftcard as a small compensation. However, we are very sorry that you were not satisfied with the way we communicated, especially as you have received too late information from us. You are right, of course we could have done this better. We would be very happy if you would give us another chance here and we can prove to you in the future that we can do better. Best regards Firebox

Posted 3 years ago

“Customer service was awful. Item was delayed because fab couldn’t supply another totem- no contact to tell me this. Days waiting for a reply from customer services and then told they will send item but won’t be here for Christmas in time due to the delay. Items were ordered very early in December.”

Helpful Report

Posted 3 years ago

Hi Natasha, Thank you for your review on reviews.io. I have taken a closer look at your case again and can understand your annoyance about not receiving your order. Our customer team as written to you here in the past via WhatsApp and Facebook and arranged for a refund for the non-received item. We are very sorry that you were not satisfied with the way we communicated with you. You are right, of course we could have done this better. We therefore apologize once again for the circumstances that arose. I really hope you will be able to forgive us and give us a second chance to make up for our mistakes. Take care Firebox

Posted 3 years ago

“Did not receive order”

Helpful Report

Posted 3 years ago

Hi Aaron, Thank you very much for your review. We are sorry that you did not receive your order. This should not happen. We have reviewed your case here and found that Yodel unfortunately delivered your package to the wrong address. My colleagues in customer service have of course sent you a refund. We are sorry for the inconvenience and hope that you will order from us again in the future. We would be very happy if you remained our customer. Best regards Firebox

Posted 3 years ago

“This review is based on 2 experiences. 1 in June and the other in December. June - Very disappointed. Item was not well described and did not work properly. On the upside, return was easy and hassle free. December- I ordered two lots of personalized air fresheners for Christmas gifts. The website said up to 22 days for delivery. I ordered in time for Christmas. I even received an email before Christmas telling me that they were on their way. I contacted customer service in the week before Christmas to ask whether they would arrive by Christmas. I didn't receive a response until after Christmas. And the reply was inaccurate and unclear. I asked for clarification as to when I would receive my order. I was told they were on their way. That was over a week ago. I still haven't received anything. I have been offered a 25% discount. However, I am not confident that I will ever see these air fresheners and am not looking forward to trying to get a full refund, should that be the case. I can't comment on the quality of the product, as I haven't got them. Overall, very disappointing. Made worse as two people did not receive a Christmas gift. Won't be buying from Firebox again.”

Helpful Report

Posted 3 years ago

Hey, Helen, We're so sorry that you didn't receive your personalised items here on time. This is understandably very upsetting. Our customer service team has already contacted you and offered you a partial refund and a gift card as compensation. Once again, we sincerely apologise for the poor service you have received. This is not our style. We would be very happy if you would give us another chance and let us prove to you that we can do better. Best regards Firebox

Posted 3 years ago

“I still haven't received this product!”

Helpful Report

Posted 3 years ago

Hi Richard, Thank you for taking the time to write a review. Unfortunately, due to the Christmas business, there were some delays in the delivery by Yodel. We deeply regret this and can understand your displeasure. We have checked Yodel's tracking here and your parcel is showing as delivered. Our customer service team has also contacted you to let us know whether or not you have received your parcel. Unfortunately, we have not received an answer from you. We would be very pleased to receive your feedback. Maybe you will give us a second chance and stay with us as a customer. Best regards Firebox

Posted 3 years ago

“Paid extra to get delivered before Xmas after that's what website offered. Subsequently dropped the price of the item the next day, and delivery on the 28th, not impressed”

Helpful Report

Posted 3 years ago

Hi Philip, We have learned from your review, that you are unfortunately not satisfied with your order and our service. We are very sorry to hear this. Unfortunately, due to the Christmas business, there were delays in production as well as in the delivery of various articles. We deeply regret this and can understand your displeasure. Our customer service team contacted you here by email and offered you a partial refund as a courtesy. Unfortunately, we have not yet received a reply to our proposal. We would be very happy if you could get in touch with us regarding this matter. Especially so that we can offer you a satisfactory solution. Perhaps you would like to give us another chance here, we would be very pleased. Best regards Firebox

Posted 3 years ago

“Really really poor - I have paid for before Christmas delivery, did not arrive until the 29th. Meaning I have had to spend money to get different gifts. I emailed and WhatsApped your support team and am still yet to received a response! Would be good if you could be bothered to reply!”

Helpful Report

Posted 3 years ago

Hello James, We are very sorry that you had such a bad experience here. We formally apologise for our late response to you, as this is not how our service should be. Unfortunately, your package was lost by Yodel and can no longer be found. We are very sorry about this. We have immediately arranged for a refund for you and hope that we may find you in our online shop again in the future. We would be very pleased if you would give us another chance so that we can prove to you that we can do better. Best regards Firebox

Posted 3 years ago

“placed 1 order for Christmas, yodel didn't even attempt delivery and it was returned. placed the same order again paying express delivery guaranteed for Christmas delivery. it didn't come till 30th Dec, I refused to accept delivery and have been awaiting a refund on both orders. sent an email enquiring about this 2days ago and still awaiting a reply. rubbish!!!!”

Helpful Report

Posted 3 years ago

Hi Sarah, Thank you for taking the time to write a review here. We are sorry that you were not satisfied with our shop abd our service. Of course, something like this should not happen. My colleagues from customer service have already contacted you and arranged for a refund. Nevertheless, we have also sent you a gift card as a small compensation. We hope you will be able to forgive us and give us a second chance to make up for our mistakes. Take care Firebox

Posted 3 years ago

“Nasty cheap Chinese-made stuff that either falls apart or doesn't work or you can't put together.”

Helpful Report

Posted 3 years ago

Hi Simon, Thank you so much for taking the time to leave a review here. We are very sorry that you were not satisfied with the item you have ordered. Our customer service team has already contacted you and hopefully been able to offer you a satisfactory solution. We would be pleased if you would give us a second chance and remain as a customer. Best regards Firebox

Posted 3 years ago

“Ordered a present for my little brother due for delivery on the 21st of December. Nothing! I’ve emailed them asking to look into it, nothing! No response, just taken my money and not making sure the items get there.”

Helpful Report

Posted 3 years ago

Hi Olivia, Thank you for taking the time to leave us a review. We are very sorry that you had to wait so long for your delivery. That is of course very annoying. Our customer service team has already been in touch with you and we hope they have been able to offer you a satisfactory solution. We would be pleased if you would order from us again in the future. All the best

Posted 3 years ago

“Ordered stuff 2 weeks before Christmas, it didn’t get delivered in time so I asked where it was and they told me they were just going to refund me?!! Terrible customer service”

Helpful Report

Posted 3 years ago

Hi Owen, We apologise that you had a bad experience with our shop. Thank you for leaving us your review here. We have looked into your case and found out that Yodel unfortunately delivered your package too late. We have of course arranged for a refund for you. However, we can understand this based on your experience, but we would still be happy if you gave us another chance. Take care Firebox

Posted 3 years ago

“Have not even received one of the custom orders I ordered. It’s been weeks now I guess it’s not coming”

Helpful Report

Posted 3 years ago

Hello Ollie, Thank you for your message and review. We are sorry that you did not receive your ordered items on time. Your order was for personalised items that were specially made for you by a supplier in the USA. Our customer service has contacted you regarding this and informed you of the current shipping status. Due to the delay, we sent you a gift card as compensation. We hope that you will give us another chance to prove that we can do better. Take care Firebox

Posted 3 years ago

“Still haven’t received my order”

Helpful Report

Posted 3 years ago

Hi Scott, Thank you for your review. We are very sorry that you received your order too late. This is of course very annoying, especially during the Christmas season. Our customer service has sent you an email to clarify your case accordingly. We have offered you a partial refund of your purchase, but unfortunately, we have not heard from you whether you agree with this solution. We would be very happy to hear from you and perhaps you would like to order from us again in the future. Best regards Firebox

Posted 3 years ago

“Items arrived broken and no response from customer service when enquiring about refund”

Helpful Report

Posted 3 years ago

Hello Brooke, Thank you for sharing your experiences with us here. We regret that you were dissatisfied with your order here. Our customer service has immediately arranged for a full refund to you. However, we were unable to find any emails or other enquiries from you, so it seems that we did not receive your messages. However, we would be pleased if you would give us another chance and remain as our customer. Best regards Firebox

Posted 3 years ago

“One star as subject of review email includes assumed 5 stars”

Helpful Report

Posted 3 years ago

Hi Craig, We are sorry to read here that you were not satisfied with your order. Our customer service team has contacted you here to find out more and, above all, to offer you a satisfactory solution to your complaint. Unfortunately, we did not receive any further details from you, so we cannot understand what the problem was. We would be pleased if you could contact us again. All the best Firebox

Posted 3 years ago

“Twice this has happened with Firebox now...I order something and it doesn't come. It was sent back to the warehouse apparently, when I went onto 'track my parcel,' there was some rubbish about needing a signature but considering there was a whole host of people in the house, there was no knock on the door and no 'sorry we missed you' postcard it just looked like it was never sent. It happened last year at Christmas too. This time it was for a selection of presents for my husband and a friend. Unfortunately my husband got COVID and holed himself up elsewhere so I didn't see him over Christmas anyway and had enough time to order from another company which DID deliver what I ordered. As for my friend, well I had to cancel him because I had to stay in for our 4 year child. At least I can now get cheaper presents elsewhere. Two failures out of two, Firebox. I used to use you a lot and like you, those days are over, you can't use a website which you're not actually sure if your order is going to arrive or not. I won't be using you again. I've contacted you for a refund and I'm going to unsubscribe. I'd like to say that it's been fun but I'm not going to lie to you.”

Helpful Report

Posted 3 years ago

Hello Ana, Thank you for submitting your review here. We are very sorry that you were not satisfied with us or your order in our shop. Unfortunately, according to Yodel, your order could not be delivered, so your items were returned to us. This is of course very annoying. My colleagues from the customer service have of course arranged for a refund and sent you a gift card as a small compensation. We hope that this solution is acceptable to you and we would be pleased if you would order from us again in the future. Take care Firebox

Posted 3 years ago

“Won't use again.”

Helpful Report

Posted 3 years ago

Hi Philip We are sorry that you were not satisfied with our service here and had a bad experience. Our customer service team has already contacted you and offered you a partial refund of your purchase as a small compensation. We hope that this small gesture is a satisfactory solution for you, so that you can continue to order from our online shop in the future. We would be very happy about this. All the best Firebox

Posted 3 years ago

“Until Firebox start using a more reliable courier to deliver their parcels, there is not much point in ordering from them - Yodel cannot be bothered even appearing vaguely competent! So no review of what I ordered as I never received them ... which is a bit of a shame as they were Xmas presents”

Helpful Report

Posted 3 years ago

Hi Andrew, Thank you for your review. We are very sorry that you were not satisfied with our service and the delivery by Yodel. Our customer service team has already contacted you and apologised for the inconvenience. We have also sent you a gift card to make up for the inconvenience. We hope that you will give us another chance and remain a customer. Take care Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,721 reviews