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

“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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

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

Helpful Report

Posted 3 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 3 years ago

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

Helpful Report

Posted 3 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 3 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 3 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 3 years ago

“Never received my item, absolute joke”

Helpful Report

Posted 3 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 3 years ago

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

Helpful Report

Posted 3 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 3 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 3 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 3 years ago

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

Helpful Report

Posted 3 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 3 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 3 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 3 years ago

“Sorry to say that the slippers that I bought from you were not what I thought I had ordered. I did not realise that they were 'one size fits all', but that might have been my own fault. I bought the slippers for my wife who has a size 8 foot, but the slippers did not fit her. In fact she could not get her foot into the top of the slippers at all as there was a strong cord across the instep which prevented entry. This was a pity as in other respects the slippers looked OK. I think that the slippers should have some flexibility or be made in two or three sizes to accommodate different fittings. Sorry, not very satisfied. Dave”

Helpful Report

Posted 3 years ago

Hi Dave, We are very sorry that you are not satisfied with the item you have ordered. Our customer service team has contacted you via email. We hope that the solution offered is acceptable and satisfactory for you. We wish you all the best! Firebox

Posted 3 years ago

“I ordered chocolate toilet rolls from you. When they arrived they were a fraction of the size they looked on your website. They were for my 5 year old Grandson. He was very disappointed indeed because they were so small and the chocolate, although stated to be hand-made in Bath, was rock hard. I complained by your reply simply said if you do not like them, please send them back.”

Helpful Report

Posted 3 years ago

Hi David, Thank you for sharing your experience in our shop. We are sorry to hear that the item you ordered did not meet your expectations. Of course, we want our customers to be satisfied, so our customer service has already contacted you and offered you an appropriate solution. We would be pleased if you would give us and our shop a second chance. Best regards Firebox

Posted 3 years ago

“My ordered item didn’t make it to bath time. The plastic clips used to open the toy are impossible to loosen and place the battery in. As a result, the plastic cracked and now cannot be used. No guidance given how to open the firebox up. If there was a zero option I would rate it as that as one star is not justified considering I never got the chance to use it.”

Helpful Report

Posted 3 years ago

Hello Jonathan, Thank you for taking the time to share your experience with us here. We are very sorry that you were not satisfied with your order. We emailed you on 07.02. and offered you a refund or a replacement delivery as compensation. Unfortunately, we have not received any answer from you yet. We would be very pleased if you would contact us again. 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 3 years ago

“Awful service”

Helpful Report

Posted 3 years ago

Hi Chantal, Thank you for your review. We are very sorry that you were not satisfied with our service. We emailed you on 07.02. and tried to clarify your concerns and offered you a solution. Unfortunately, we did not receive an answer from you. We would be pleased if we would hear or read from you again. All the best Firebox

Posted 3 years ago

“didn’t work paid 11 quid for a box”

Helpful Report

Posted 3 years ago

Hi Devashree, Thank you for taking the time to write a review. We apologise once again that you have received a defective item. Our customer service has already contacted you and immediately arranged a refund. We hope that this solution is satisfactory for you and would be very pleased if you continue to order from our shop in the future. Take care Firebox

Posted 3 years ago

“Awful experience Recently ordered two tech mystery boxes that were supposed to be presents on Christmas day. Ordered on the 20th with express delivery which was advertised to arrive before Christmas. Package arrived today (29th) in a damaged box missing an item”

Helpful Report

Posted 3 years ago

Hi Sean, Thank you for your review. We regret that you received a damaged package here. This is of course very annoying. Our customer service has already contacted you and arranged a refund. We apologise once again for the inconvenience caused and hope that you will give us a second chance and remain a customer. All the best Firebox

Posted 3 years ago

“Been using Firebox for years and never had a problem. But unfortunately in both my recent orders there has been problems. Missing items and broken products. Tried to contact customer services but my messages aren't getting answered. Its also about time Firefox stopped cheaping out on using Yodel. They're better than that.”

Helpful Report

Posted 3 years ago

Hi Jason, Thank you for your review. We are very sorry that you were not satisfied with your order here. 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 hope you will give us a second chance and remain a customer. All the best Firebox

Posted 3 years ago

Firebox is rated 4.4 based on 4,721 reviews