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

“Ordered and only received cheap ear rings was expecting a ring. Definitely not worth the £30 i went..”

Posted 5 years ago

Hey there, 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. With our Hidden Jewellery Bath Bomb we do state in the product description the kind of jewellery you might get: rings, necklaces and earrings; made from either silver, white gold or yellow gold. Each piece is valued between £10 and £2000. We are sorry that in this instance, you were not pleasantly surprised with the hidden jewellery. Should there be anything we can do for you, do not hesitate to get in touch with us. Kindest regards, Firebox

Posted 5 years ago

“My delivery was never delivered. I even paid extra for express shipping. I asked for the item to be deliverd to my new adress (in a different country) and they refused to ship there so no package for me.”

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Posted 5 years ago

Hi Evelyne, 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 disputed the delivery of the next-day parcel. We would have loved nothing more than to send out your order but the items within it we cannot ship to Belgium due to a variation of reasons, including the shipping restrictions imposed by the courier. We are very sorry about this! We can see that you were refunded in full as requested. Very sorry we let you down in this occasion but hope we can make it up to you next time. Regards, Firebox

Posted 5 years ago

“Got the Valentine's box , was very disappointed with contents , 4 items , 3 of which I had in previous box over Xmas so couldn't gift it again , not very happy , waste of money and would have to think of its worth getting one again , I have had many boxes before and been happy !!!!”

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Posted 5 years ago

Hey there Iain, 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. Unfortunately there is a certain risk when ordering any type of mystery box. As the contents are unknown, they may not necessarily be to your particular taste. Due to the nature of this product, we are unable to offer our usual 30-day, no-quibble returns policy, if you later change your mind, or otherwise decide to return the product through no fault of Firebox. We did however, contact you directly on Feb 19th to see if there was anything we could do to make this up to you. However, you did not respond to us. Should you wish to discuss this further, do not hesitate to reach out to us. We'd be happy to help in any way we can. Regards, Firebox

Posted 5 years ago

“Valentines Mystery box Not romantic or fun beating in mind the valentine section contains some great gifts. Disappointed”

Helpful Report

Posted 5 years ago

Hey, 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've taken a look into your order and can see you contacted us via twitter about being disappointed with the contents of the order. Due to the nature of mystery boxes and their contents being unknown, there is a risk element when ordering as the items may not be to taste. Additionally, due to the nature of this product, we are unable to offer our usual 30-day, no-quibble returns policy, if you later change your mind, or otherwise decide to return the product through no fault of Firebox. This is clearly displayed across the website when ordering. Taking into consideration your deep disappointment we offered for you to return the item for a full refund, however as you declined this. We tried to accomodate by offering a voucher instead for you to use in your next shop, which you agreed to and accepted. Very sorry that the contents of the mystery box where not to your taste. We will take this feedback on and consider it in the design of next year's version. Should you wish to discuss this further at all, don't hesitate to contact us. Regards, Firebox

Posted 5 years ago

“Ordered an item in plenty of time for christmas, twice I was told it was out for delivery then just never arrived, when in fact it just wasn’t in stock. I was promised that it was due to come into stock within a week, and then it would be sent first class, to arrive before Christmas. Again, never arrived, cancelled my order. If I had just been told to start with that Firebox were unable to fill my order I could have just looked for the item elsewhere.”

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Posted 5 years ago

“I was excited to welcome Pierre my home. However it took forever for him to arrive after placing the order in October 2019 and didn't receive him until January 2020. When he showed up I was happy until i noticed a hole in his back where stuffing was coming out. So I waited all those months for a damaged friend.”

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Posted 5 years ago

“I would have given no stars if that was available. I ordered items before Xmas, they didn't arrive. Try to contact after Xmas as appreciate busy, no answers to WhatsApp, emails, tweets, messenger for almost a month. When did, was told very busy with issues and not enough staff. This was my first and last order from Firebox.”

Helpful Report

Posted 5 years ago

Hi Rachel, 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 was being ignored, we do respond to every single message across every contact point customers use. 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 we can see it was damaged in transit and we sent out a replacement at your request, with upgraded delivery. You were also refunded your postage costs. We are sorry about all the trouble with your order, we did try to make it up to you as much as we could. Should you need anything else, just give us a shout. We are always happy to help, even if it takes us a little longer than usual to do so. Kind regards, Firebox

Posted 5 years ago

“Was so bad I ordered a mug for £10 then the website glitched and did the purchase twice then when I asked for one of the orders to be cancelled they waited a week to reply once the mug was sent to say they couldn’t cancel the order because it had already arrived. I ended up paying the postage twice for both the mugs as well which was an extra £8 on top of the order”

Helpful Report

Posted 5 years ago

Hey, 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 very sorry that we were unable to cancel your duplicate order in time. We've taken a look at your order and can see we offered the option of returning the duplicate item back to us for a full refund. We have not received any response from you about this since our last e-mail to you on Jan 15th. Should you wish to return your Baby Groot Mug, you are welcome to do so by responding to our e-mail at your earliest convenience. Kind regards, Firebox

Posted 5 years ago

“To whom it may concern, I made an order purchase (nº5394580), on 9th January that never reached its destination and I was never informed if there was a problem with the shipment or gave my any solution.”

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Posted 5 years ago

“Worst place I have ever bought from my package took weeks longer than it was supposed to and when I got the package it was all beat up and holes in the box.”

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Posted 5 years ago

“Ordered a product for someone's birthday and paid extra for delivery so it would arrive on time. Product did not arrive and when I got in touch was told that there hadn't been an update on my order and it appeared to be late. Although I got a refund I would not use Firebox again.”

Helpful Report

Posted 5 years ago

Hey there, 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 sad to see you go 😔 Hope you change your mind and give us another go to make it up to you! Firebox

Posted 5 years ago

“Item never turned up and it took way too long to sort. Spoiled Christmas present idea”

Helpful Report

Posted 5 years ago

Hey there, 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've looked into your order and reached out to you directly on Feb 3rd as we were very concerned by your experience. You were e-mailed by an advisor on Jan 22nd making you aware that the order was returned back to us due to failed delivery. We offered you the choice between a full refund or replacement. Unfortunately, we have not heard back from you at all on how you would like to proceed. Should you still need any assistance with this order, do not hesitate to respond to our e-mail at your earliest convenience. Kind regards, Firebox

Posted 5 years ago

“I ordered 2 items from this website as Christmas presents, on the 7th of December. I never received or heard anything about this order having emailed and called multiple times, until the 6th of January.”

Helpful Report

Posted 5 years ago

Hey Eloise, 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 can see you were fully refunded for your order. Should you need anything else, don't hesitate to reach out to us. We're always happy to help, even if it takes us a little longer than usual. Regards, Firebox

Posted 5 years ago

“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.”

Helpful Report

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.”

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. 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”

Helpful Report

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

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 63%
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