Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.41

“Honestly would never buy from Firebox again. My item was ordered at the beginning of December (it was a Christmas present) and never arrived. I emailed them twice and got no response. I sent them a message on whatsapp which i did get a response to and then once again got no response after that. Every time I wanted a response on Whatsapp I had to send another message asking for an update (and I was waiting like a week). Eventually I did get a refund, but it took me about 6 weeks from ordering my item to resolving the problem so took a lot longer than it should and the customer service was just terrible.”

Helpful Report

Posted 5 years ago

Hey Daniel, 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 really sorry for the delay in getting back to your query. We do not want you to feel like your query is being ignored, we do respond to every single message across every contact point customers use. 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. So thank you for being patient with us during this very busy period! We hope we can make it up to you next time. Regards, Firebox

Posted 5 years ago

“Didn’t despatch on time, customer service shockingly bad. Would never purchase from them again, no matter how sought after the item might be.”

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Posted 5 years ago

Hey Natalie, 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're really sorry that the item did not make it to you in time. We can see you were fully refunded for your order and given a voucher to compensate for the inconvenience caused. We are very sorry for all the hassle experienced with this order. Firebox

Posted 5 years ago

“I paid for expedited shipping and the package showed up after expected delivery date. I emailed and they made the shipping right, cool! When the package arrived the item had a chip out of the lens. I emailed again about the defective product and NO response!! Pretty lame!! This was supposed to be a gift so not only did it not show up in time it was defective when it did arrive with no recourse!!”

Helpful Report

Posted 5 years ago

Hey there Kelly, 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 reached out directly via e-mail as we were concerned about your experience and wanted to help. We can see you were refunded for the delayed delivery. We can also see you have e-mailed us about the issue with the item and said you'd get back in touch if the chip hindered the projection of the image. However, we haven't heard from you since. Should you wish to discuss this matter further and see what your options are to rectify the issue, do respond to our e-mail at your earliest convenience. Kindest regards, Firebox

Posted 5 years ago

“I ordered 6 mystery boxes and they were all the same thing.”

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Posted 5 years ago

“Item arrived smashed.”

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Posted 5 years ago

Hey friend, 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. Really sorry that your order of Rick Sanchez 3D Mug was damaged in transit 😔 We can see you were refunded in full for the damaged item, as requested by yourself. We hope to make it up to you next time. Regards, Firebox

Posted 5 years ago

“Received the wrong item. Emailed for support and have not received any response other than an automated email. Please contact me”

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Posted 5 years ago

Hey there Jo, 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 reached out to you very concerned as we believe all Christmas enquiries have been dealt with. However, we have not heard from you nor found any e-mails on our system from the e-mail used on this order. Should you still need assistance with your order do contact us at your earliest convenience. We'd love to help. Regards, Firebox

Posted 5 years ago

“Customer service response is quite slow and not very positive.”

Helpful Report

Posted 5 years ago

Hey friend, 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 really sorry for the delay in getting back to your query. We do not want you to feel like your query is being ignored, we do respond to every single message across every contact point customers use. 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 see you were provided with the tracking of the parcel via e-mail twice and the item was delivered successfully. Should you need anything else, don't hesitate to reach out to us. Regards, Firebox

Posted 5 years ago

“Pretty poor to be honest. Product out of stock, placed on back order kept getting delayed. Cancelled but re ordered when back in stock. Paid for next day delivery.. was delivered late”

Helpful Report

Posted 5 years ago

Hey friend, 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 looked into your order and can see that you were refunded the postage due to the delayed delivery. If there is anything else we can do for you, don't hesitate to reach out to us. Kind regards, Firebox

Posted 5 years ago

“Paid for next day delivery, they despatched it the day after it was supposed to arrive.”

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Posted 5 years ago

Hi Rob, 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 looked into your order and can see you were refunded for the postage seeing as you did not received the delivery service you paid for with your hard-earned money. We are very sorry for the inconvenience this may have caused and hope that we are able to make it up to you next time. Regards, Firebox

Posted 5 years ago

“The mug I received had a shattered handle. This must have occurred prior to packaging as the box had been taped to accommodate for the fault.”

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Posted 5 years ago

“After my original review I got my refund for missing product. Still totally disappointing that that 1 xmas gift out of 3 was missing from the parcel despite packing slip saying it had bern included, really messed me up for xmas stocking fillers. Still will never use this company again as cant be relied upon.”

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Posted 5 years ago

“Unfortunately, I was disappointed by my experience with Firebox. I had identified a product online, advertised as £9.99 with a direct link to the page to purchase. When I got to the page, the price was now over £10.99 which was the first issue (Albeit not a massive one) and then I had opted to pay delivery and have the item "crapwrapped". I did not see anything that would advise that the "crapwrap" would be covered in Firebox branding, therefor giving the recipient the ability to look at how much this gift cost, which again, isn't ideal. I probably won't use Firebox again.”

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Posted 5 years ago

“Horrendous. Each time I order, something goes wrong. Wrong items, parcel lost etc. Customer services takes ages to respond and doesn’t really seem to care. Never ordering again.”

Helpful Report

Posted 5 years ago

Hey friend, 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 really sorry for the delay in getting back to your query. We do not want you to feel like your query is being ignored, we do respond to every single message across every contact point customers use. 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 the order and can see it was sent out using Untracked International Airmail and did not arrive within the timeframe and considered lost in post. Due to the chosen delivery method being untracked, there is no way for us to know what happened to your parcel. We are very sorry about this and can understand its disappointing. However, we can see you were refunded in full for the order. Should you require any further assistance, don't hesitate to contact us as we are always more than happy to help (even if it may take a little longer than usual). Kind regards, Firebox

Posted 5 years ago

“The item-a watch-ring which was ordered before Xmas has never arrived! If anyone in admin reads this, it would be nice to receive a full refund please! Very disappointed as you dont seem to know the item has not been sent/received”

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Posted 5 years ago

“Product was awful ! Didn’t look anything like what was on the website totally annoyed”

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Posted 5 years ago

“Horrible ! Never got it. Have emailed didn’t get a response. Been chasing since beginning of Dec. Never recommend never use again”

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Posted 5 years ago

“Package took almost a month to arrive. Emails sent to customer service took at least a week for response. Product was subpar. In general, disappointed in my whole experience.”

Helpful Report

Posted 5 years ago

Hey there friend, 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 looked into your order and can see you reached out to us during the Christmas period to let us know the item did not meet your expectations. 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 did try our best to rectify the situation and to say sorry for the inconvenience you were provided with a voucher to use in your next shop. We hope we can make it up to you next time! If you need anything else, don't hesitate to contact us. We are always very happy to help, even if it takes us a little longer than usual to respond. Regards, Firebox

Posted 5 years ago

“Rubbish, waste of money,”

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Posted 5 years ago

“I have emailed firebox twice now about getting a refund for this product. I have still not received a response. The first time I purchased this product was for my boyfriends Christmas, he really fancied one and I noticed the good reviews. When he attempted to attach the base after following all instructions it smashed. I thought it might of been faulty. So I ordered it again, baring in mind I had already emailed wondering about a possible refund or replacement. Upon getting the purchased replacement, after gently heating (as per instruction) it smashed.... AGAIN!! Not happy with the product and disappointed in the level of customer service.”

Helpful Report

Posted 5 years ago

Hey, Thank you for taking the time to review us and provide us with some feedback. We are really sorry for the delay in getting back to you and we are of course very concerned about your latest experience with us. 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 looked into your orders and can see you have been refunded in full for both on Jan 20th-21st. These should appear in your bank account shortly, if they haven't already. We are so sorry for the inconvenience you experienced with these orders and the product 😔 Should there be anything else we can do for you, just give us a shout. Regards, Firebox

Posted 5 years ago

“This company is so bad I reported them to Trading Standards. Goods ordered for Christmas, still not received (it’s now the middle of January and I ordered on 7th of December) I’ve tried calling-it’s a recorded message. I’ve WhatsApp messaged, emailed, Twitter DM’d and the responses (if they happen) are the same old ‘we’re really sorry, you’re great’ tripe. Their only saving grace is that they have refunded me my order. This company should not be trading, they cannot deal with the logistics of online ordering. I doubt they will be around much longer, which is a shame because their products look great. If only they’d ever arrive.”

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 you and we are of course very concerned about your latest experience with us. 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 are very sorry for all the kerfuffle and inconvenience experienced with this order. We hope to make it up to you next time. We are going to make improvements so that next festive season there isn't such a long delay in communication. Kindest regards, Firebox

Posted 5 years ago

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

Firebox Reviews