Firebox Reviews

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

4.4 Rating 4,742 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,742 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

“Bought the mermaid tears vodka for my daughter for Christmas as it's her favourite,and all she asked for,but Unfortunately upon opening it on Christmas night it has that distinct perfume gin smell and taste,as neither of us like gin won't get drunk and wont be purchasing again(sorry).”

Helpful Report

Posted 4 years ago

Hi Jean, Thank you for taking the time to write a review. We are very sorry to read that you were not satisfied with your ordered item. That is of course a pity. Our customer service will contact you immediately to offer you a solution, which we hope is satisfactory for you. We hope you will give us another chance and stay as a customer. We would be very happy about that. Take care Firebox

Posted 4 years ago

“Ordered a birthday present on 9th of December for a birthday on 21st - 5 day delivery. No delivery by 21st December. When I emailed to check it's status it took 3 days to get a reply and ultimately a refund. Begs the question how much longer would Firebox hold onto my money if unable to fulfill the order. No other correspondence in between times. Very poor all round, have bought plenty in the past from Firebox, but I will shop elsewhere going forward after this shambles.”

Helpful Report

Posted 4 years ago

Hello Nick Thank you very much for giving us such an honest review. We are sorry to read that you did not receive your ordered present as it was temporarily sold out. This is of course very annoying. Unfortunately, our customer service was very busy during the holiday season and therefore we had some delay in our responses to our customers. This should not happen and we can understand your displeasure. A refund was arranged for you, which you should have received in the meantime. Our customer service will contact you immediately and take a look at this matter. It would be a pity if you would not order anything from our store in the future. We hope you will give us another chance and let us convince you that we can do it better! Best regards Firebox

Posted 4 years ago

“Rating would be - 1 if you had that option available. Ordered well in Advance for Christmas (November) still haven’t recieved one special personalized gift. Response was blatantly put “ you’ll get your order after Christmas.” Recipient will receive this later in the year as he was on leave for the holidays. It’s too late now. Very cold and awful customer service. I want a full refund back.”

Helpful Report

Posted 4 years ago

Hi Janelle, Thank you for taking the time to write an honest review. We are very sorry to read that you were not satisfied with your order and also with our service. This should not be the case under any circumstances. We formally apologize for this. Our customer service had already contacted you regarding this matter and refunded you the amount for the item you did not receive. However, due to the Christmas season, there were hardly any customer inquiries, which were unfortunately answered by us, sometimes delayed and short. This is not how our service should be and we would like to show you that we can do better. Our customer service will immediately contact you again and offer a solution, which is hopefully satisfactory for you. Take care Firebox

Posted 4 years ago

“Missing an item No contact No answer of emails”

Helpful Report

Posted 4 years ago

Hi Gregg, Thank you for taking the time to write a review. We are very sorry that you had such a bad experience here and that you are unhappy with our service. Of course, this should not be the case. We have noticed that our customer service has already contacted you and was able to help you with your problem. The refund for your returned item has already been done and you should have received it. We apologise again for any inconvenience caused. We would appreciate it if you would give us a chance to show you that our service is better than we showed with your last order. Best regards Firebox

Posted 4 years ago

“I have not received my order, ordered almost a month ago.”

Helpful Report

Posted 4 years ago

Hi Cerys, Thank you for your e-mail and your time to place this review. We are very sorry to hear, that you have not received your ordered items in time. Unfortunately, during Christmastime, we had some technical problems. Our system could not transmit the order and therefore the delayed delivery occurred. Please excuse the inconvenience caused. We have checked the tracking history and we noticed that your parcel has been delivered on the 12th of January. We hope you have a lot of fun with your articles and we would be happy if you would remain as customer. All the best Firebox

Posted 4 years ago

“In this day and age you need to speak to someone straight away if something goes wrong. 2 days for a response is far too high. And when you do respond it takes another 2 days on top of that. Ridiculous. Take note from amazon”

Helpful Report

Posted 4 years ago

Hi Lorna, thank you for taking the time to review - we appreciate it. First of all, we would like to say sorry that you are not happy with our service. As we have learned from the foregoing correspondence which you already had with our customer service, you had some problems with the order of an item, which was unfortunately out of stock. We can understand that this is of course very annoying. Our customer service was demanded during the Christmas season. As a result, there were regrettable delays in responding to customer queries. This is not our kind of service, and we say SORRY again. I really hope you will be able to forgive us and give us a second chance to make up for our mistakes. All the best Firebox

Posted 4 years ago

“Total rubbish. Bought as Xmas present for daughter and doesn’t work. No instructions. Don’t waste your money.”

Helpful Report

Posted 4 years ago

Hello Laura, Thank you for taking the time to share your experience with our shop. We are very sorry that you have received an item which does not work. Of course, this should not be the case and we can of course understand your annoyance. Our customer service will contact you immediately and offer you a solution, which will hopefully be satisfiying for you. We say sorry again and would be happy if you give us another chance and stay as a customer. Take care Firebox

Posted 4 years ago

“Check your emails”

Helpful Report

Posted 4 years ago

Hi Adrian, thank you so much for taking the time to review - we appreciate it. We would like to sincerely apologize for the lack of communication regarding your missing order. We were not helpful to you as a good buyer and we should have handled the matter more carefully. Hopefully, the arranged solution with our customer service was to your satisfaction. We would appreciate it if you would give us a chance to show you that our service is better than we showed with your last order. Wish you the best Firebox

Posted 4 years ago

“Usually a great service, but no lead times displayed, website said would arrive before Christmas, no Comms until the 22nd, when yodel said it would arrive on the 28th, I had travel plans, so travelled, then yodel said would arrive on the 24th, but I'd already travelled. A shambolic experience all round”

Helpful Report

Posted 4 years ago

Hi Charles, thank you for taking your time to review us - we appreciate it. We would like to sincerely apologize for the lack of communication about your missing order. Yodel had a lot of problems in the stressful time, but you are right, we should have reacted faster or better. Sorry for that. We would like to love you if you would give us a chance to show you, our service is better than we have shown with your last order. All the best Firebox

Posted 4 years ago

“Several emails sent regarding return still awaiting reply”

Helpful Report

Posted 4 years ago

Hi Claire, thank you for your review regarding your item. We are very sorry that the item did not meet your expectations and we sincerely apologize for the lack of refund after your return. Our customer service team has been in touch with you and hopefully, a satisfactory solution has been agreed with you. We would be very happy if you visit us in the webshop again during the year and we can show you that the service is usually better and faster. All the best Firebox

Posted 4 years ago

“Brilliant but expensive for just tiny things”

Helpful Report

Posted 4 years ago

Hi Jennifer, Thank you for taking the time to write your review. We are very sorry that you are not happy with the item you have received. Our customer service has already contacted you by e-mail to arrange for a respective compensation. We would very much appreciate if you would remain as a customer. All the best Firebox

Posted 4 years ago

“This item broke whilst being opened to put the batteries in very quickly. I was requested to send a photo which I did although I have heard nothing further from Fire box. Very disappointed as it was a gift for our young autistic grandson.”

Helpful Report

Posted 4 years ago

Hi Helena, Thank you for your message and for taking the time to write a review. First of all, we would like to apologize for the fact that you received a defective item. Of course, this should not happen. As we have learned from the foregoing correspondence, our customer service has already answered your first e-mail to us. However, maybe our e-mail has been overseen or has been delivered to your spam folder. Of course, we are interested to offer an acceptable solution for our customers in any case. Therefore, our customer service has already contacted you again in this case. We would appreciate if you will give as another chance, so we can show you that we can do things better. All the best Firebox

Posted 4 years ago

“I have not received my order and no one is getting back to me about it! I'm going to have to speak to my Credit Card company to claim the money back.”

Helpful Report

Posted 4 years ago

Hi Sam, thank you for taking the time to review your Firebox experience. We would like to sincerely apologize for the lack of response to your missing order. Yodels have left your parcel ca. 200 Feet away from your door. But the package is no longer locatable according to Yodel Our customer service team contacted you regarding a replacement but your Mug was not in stock. They found hopefully a satisfactory solution with the refund of the order and the offered voucher. We would be happy if you would give us a second chance to show that Firebox's service is much better than a 1-star review. All the best Firebox

Posted 4 years ago

“Never received my order. Ordered on 8-12-2021, it’s not Christmas Eve. I have not had any reply to my email either.”

Helpful Report

Posted 4 years ago

Hi Joanna, thank you for taking the time to review your Firebox order. We sincerely apologize for the lack of response to your Christmas Eve email that your order has not arrived. Our customer service team contacted you right 1 day after Christmas and hopefully found a satisfactory solution with the refund of the order and the offered voucher. We would be happy if you would give us a second chance despite the problems to show that Firebox's service is much better than we showed with your order. All the best Firebox

Posted 4 years ago

“My box had no instructions in it, so I'm stuck, and I can't download any recipes.”

Helpful Report

Posted 4 years ago

Hello Alison, thank you for taking the time to review your Firebox product. We sincerely apologize that your received product unfortunately does not work. Unfortunately, our customer service was unable to find an order with your information. It would be great if you could email us at info@firebox.com. Customer service will be happy to help you with the problem. All the best Firebox

Posted 4 years ago

“Ordered a gift for Christmas on the 14th, get an email yesterday saying there was an error and they cancelled it. I have been chasing this order up for days with zero response… Beyond terrible customer service. Nothing to even say sorry to me, and why do you even have a ‘WhatsApp contact me’ number if nobody replies in over a week?”

Helpful Report

Posted 4 years ago

Hi Charlotte, thank you for taking the time to review your Firebox experience. We sincerely apologize for the lack of communication about your not processed order and also for the incorrect processing of your complaint with not offering a voucher. Our customer service has been in contact with you afterwards and hopefully, the solution was satisfactory with the refund of the order and the offered voucher. We would be happy, if you would give us a second chance, despite the problems with our lack of communication, to show that Firebox's service is indeed much better than we showed with your order. Take care Firebox

Posted 4 years ago

“Everything seemed to be ok until the package was handed to Yodel, the package has never been seen again Despite contacting Yodel and Firebox I still have not got my package, unfortunately no updates from Firebox”

Helpful Report

Posted 4 years ago

Hello Joy, thank you for taking the time to review your recent order. We would like sincerely apologize for the issue of your lost parcel and also for the lack of informations about the lost parcel. Our customer service has been in contact with you and hopefully, the solution was satisfactory with the refund of the whole order. We would be happy, if you would give us a second chance, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. All the best Firebox

Posted 4 years ago

“I ordered personalized face air fresheners on November 26th, had to contact the company because non personalized items arrived and order showed as fulfilled/delivered but the air fresheners were not. I was emailed a separate tracking after requesting it for the air fresheners, it is now December 22nd and i still have yet to receive them. Customer service is responsive and polite. Having to cancel and request a refund because a month ahead of time isn’t enough to get your personalized product in time.”

Helpful Report

Posted 4 years ago

Hi Ramey, thank you for taking the time to review your recent order. We would like to sincerely apologize for the issue of your missing air-freshener. With your item, we had problems during Christmastime and the system could not process the orders. Our customer service has been in contact with you and hopefully, the solution was satisfactory with the refund of the missing item and the continuation of the order at the same time. We would be happy, if you would give us a second chance, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. Take care Firebox

Posted 4 years ago

“Poor communication and delivery time not accurate. Package finally delivered a month after ordered. Only got a response after my husband tweeted asking for any updates and a refund”

Helpful Report

Posted 4 years ago

Hello Megan, thank you for the review of your recent order. We would like to sincerely apologize for the issue of you receiving your order very late, and we also apologize for the lack of information regarding the issue. Your package was stored for almost two weeks because, according to Yodel, there were an unusually large number of packages to process. Nevertheless, this should not be used as an excuse for our late feedback. We would be happy, if you would give us a second chance, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. All the best Firebox

Posted 4 years ago

“Fobbed off with messages after no word on delivery, ensured that products all in stock, and it’s just because you are busy.. then surprise surprise… order shipped and one item isn’t in stock… please be honest with your errors in the future.”

Helpful Report

Posted 4 years ago

Hi Owen, thank you for taking your time to review your Firebox experience. Firstly, we sincerely apologize for the issue of you receiving your order incomplete, and we also apologize for the lack of information regarding the issue. Customer service has been in touch with you and we hope, the arranged solution is to your satisfaction and we would be happy, if you would give us second chance later this year, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. You are welcome to use the given voucher. All the best Firebox

Posted 4 years ago

Firebox is rated 4.4 based on 4,742 reviews