Firebox Reviews

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

4.4 Rating 4,539 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,539 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

“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 2 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 2 years ago

“Still haven’t received my order”

Helpful Report

Posted 2 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 2 years ago

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

Helpful Report

Posted 2 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 2 years ago

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

Helpful Report

Posted 2 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 2 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 2 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 2 years ago

“Won't use again.”

Helpful Report

Posted 2 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 2 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 2 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 2 years ago

“Parcel never arrived, even though I paid for next day delivery way before Christmas. Told me they had refunded the money back to my account. This was a lie and now I will have to seek legal help”

Helpful Report

Posted 2 years ago

Hello Holly, Thank you for your review here. It's a pity that you didn't receive your package on time, especially since it was a Christmas present. We also apologize for the delay in responding to your request. Unfortunately, due to the Christmas business, there were a lot of customer enquiries and we were not always able to answer them on time. We say sorry again for this poor service. However, customer service has arranged a refund for you and sent you a gift card as a small apology. We hope that this solution is satisfactory for you. We would be delighted if you would continue to shop with us in the future. Best regards Firebox

Posted 2 years ago

“Ordered on 7 December. It was packed on 15 December. Then delivered on 20 December by Yodel. Slowest delivery possible. And far too late as I had already left to visit family. I have no idea how it takes a week to pack this, nor the best part of another week to ship it.”

Helpful Report

Posted 2 years ago

Hi Jonathan, Thank you for sharing your experiences with us here. Of course, it's a shame to hear that you didn't receive your order in time. Our customer service has contacted you about this and arranged a full refund for you. This is our way of saying sorry again. We hope that you will give us another chance so that we can show you that our service is better. All the best Firebox

Posted 2 years ago

“Missing item never delivered after a 2 week wait. I asked for my delayed item to be sent ASAP with the postage refunded due to circumstance, however they took it upon themselves to refund me for the item instead. So guess I’ll never get my missing item and have to find another gift for my husband. Never ordering from here again. Unreliable and don’t listen to customers requests.”

Helpful Report

Posted 2 years ago

Hello Hannah, Thank you for taking the time to write your review. We formally apologize to you for having had such a bad experience here. We are sorry that you did not receive your order on time, but our customer service team has already initiated a refund, and we have apologized again for the inconvenience caused. As a consolation, we have sent you a voucher card, which you can redeem with your next order in our shop. Maybe you will give us a second chance. We would be very pleased. Take care Firebox

Posted 2 years ago

“I ordered my package on the 19th of December 2021, it consited of three items and was said to arrive in 3 to 5 days. As of the 2nd of January 2022 it has yet to arrive. I am not sure whether that is a british shipping issue or whether its gotten lost or whatever but it has nearly been a month and the people whos presents still havent turned up are not happy”

Helpful Report

Posted 2 years ago

Hello Aimee, Thank you for writing this review. We would like to apologize for the bad experience you had made here. We are very sorry that your package was not delivered correctly by Yodel and that you did not receive your order. Customer service has of course arranged a refund and sent you a gift card. We are sorry again for the inconvenience caused and would be pleased if you would give us a second chance and remain a customer. Best regards Firebox

Posted 2 years ago

“Placed order on 7 December 2021, it is now January 2nd 2022 and it still has not arrived. It was intended as a secret santa gift but clearly that time has now passed. I cannot even redirect the service with the chosen courier. I've used firebox for years and has always been great but this experience has been quite a letdown.”

Helpful Report

Posted 2 years ago

Hi William, Thank you for taking the time to write a review. We are very sorry to hear that you are not satisfied with your order as well as with our customer service. In order to process your complaint as quickly as possible, our customer service has already contacted you and taken care of your case. We have also sent you a gift card as a small compensation. We hope that you will accept this small gesture as compensation. Maybe you would like to give us a second chance. We would be happy if you stayed with us as a customer. Best regards Firebox

Posted 2 years ago

“Ordered the tech box, got sent the drink box”

Helpful Report

Posted 2 years ago

Hi Michael Thank you for your review. We are very sorry that you received the wrong Mystery Box here. There must have been a mistake and you have received the wrong box. This is of course very annoying. Our customer service has already arranged a refund for you, which should arrive shortly. We would be pleased if you would give us a second chance and remain as customer. Take care Firebox

Posted 2 years ago

“I haven't recieved my items and nobody has replied to my email.”

Helpful Report

Posted 2 years ago

Hello Dawn, Thank you very much for sending us your review here. We are very sorry that you had a bad experience here and unfortunately did not receive your order. Unfortunately, Yodel has lost your parcel and we have immediately arranged for a refund of the costs incurred. We have also sent you a gift card as a small apology. We hope that you will give us another chance and that you will remain as our customer and continue to order from our shop in the future. We would be very happy about that. Best regards Firebox

Posted 2 years ago

“Paid for next day delivery, waited in all day but it never arrived! Finally turned up 9 days later on Boxing Day, not great when it’s a Xmas present!! Won’t use again, customer services don’t want to know..”

Helpful Report

Posted 2 years ago

Hi Judith, Thank you for taking the time to write your review. We are very sorry that you did not receive your package on time. This is of course very annoying. Of course, our customer service has already contacted you and refund you the delivery costs and a gift card as a small compensation. We really hope you will be able to forgive us and give us a second chance to make up for our mistakes. Best regards Firebox

Posted 2 years ago

“Never received my item, absolute joke”

Helpful Report

Posted 2 years ago

Hello Cristina, Thank you for sending us your review. We are very sorry that you did not receive your parcel. We did a query on Yodel and found out that your parcel unfortunately got lost. However, we completely understand your anger about this. Our customer service team has already emailed you to let you know that a refund will be sent to you as soon as possible. We would be happy if you stayed with us as a customer and gave us another chance. All the best Firebox

Posted 2 years ago

“Still not received my item paid for next day delivery”

Helpful Report

Posted 2 years ago

Hi Louisa, Thank you for your review. We are very sorry that you did not receive your package in time. We did a query on Yodel and found that your package was unfortunately lost. This is of course very annoying. Our customer service has already contacted you about this and arranged for an immediate refund, which should have reached you in the meantime. Maybe you would like to give us another chance so that we can show you here that we can do it better. Take care Firebox

Posted 2 years ago

“Generally love Firebox but they failed big time this time. Two of the things I ordered arrived. But the third - 6 personalised beers - did not. These Xmas presents, Despite being ordered in plenty of time for Christmas, never appeared, and no explanation was given. So Christmas, for some of my friends, was ruined and no-one from Firebox even answered any of my contact requests until several days after Christmas and with just a basic apology and refund, no compensation for having made a mess of my Christmas and shown so little care about it. Not impressed at all, I will not be buying personalised stuff here again.”

Helpful Report

Posted 2 years ago

Hi Jamie, Thank you for taking the time to share your experiences with us here. Unfortunately, due to a technical error, your order was not completely transferred into our system. This is of course very annoying, especially if it is a Christmas gift. In order to be able to offer you a satisfactory solution, our customer service has contacted you. As an apology for our unsatisfactory service, we have sent you a generous gift card and hope that you will redeem it the next time you visit our online shop. We would be very happy if you stayed with us as a customer. We are sorry again for the inconvenience caused and wish you all the best. Firebox

Posted 2 years ago

“Bought a gift for Christmas that still hasn't arrived (31st December)”

Helpful Report

Posted 2 years ago

Hi Adam, Thank you for taking the time to share your experience with us here. We are very sorry that you did not receive your order on time. We understand your anger about this. Our customer service team has contacted you and sent you a gift card as a small token of our appreciation. We hope that the solution offered to you is satisfactory. Maybe you would like to give us another chance so that we can show you here that we can do it better. All the best Firebox

Posted 2 years ago

“They used Yodel as the courier, who were delayed and then not able to deliver on time. Item has been returned to Firebox by the courier, but I've had no further communication from them in regards to either redelivery or refund”

Helpful Report

Posted 2 years ago

Hi Matt, Thank you for giving us such an honest review. We are very sorry that you did not receive your package from Yodel. Of course, this should never happen. Our customer service team has already contacted you and arranged for a full refund for the item you didn't receive. You should receive your refund shortly. Once again, we say SORRY for the bad experience you had here and hope that you might give us a second chance. We would be very happy if you would order from us again. Best regards Firebox

Posted 2 years ago

Firebox is rated 4.4 based on 4,539 reviews