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

“If there was a zero star option I would have chosen that!!! Ordered a birthday present for a 10 day delivery and now 18 days later.......... there is a contact phone no. Why is a mystery because all it says is email them. Well I have done that three times and no response. Do not use them!”

Helpful Report

Posted 5 years ago

“Terrible Customer Service Product Supposedly due before Christmas it's now Jan 13th no option to cancel dont even want or need the product now never using this site Again Amazon is the way to go People”

Helpful Report

Posted 5 years ago

Hey Keith, Thank you for taking the time to review us. We are very sorry that your order did not arrive in the time estimated. We can see since reviewing us, your order was fully refunded and you were allowed to keep the item as a goodwill gesture. We hope to make improvements in the delivery services available so this type of delay can be prevented as much as possible. We are very sorry for any inconvenience this may have caused. Do let us know if there is anything else we can do for you. Kind regards, Firebox

Posted 5 years ago

“I wouldn't even put a 1 star if that's was an option.NEVER use this website, their customer care is appalling, emailed them a few times about my order that hasn't arrived and no reply. Very very disappointed as it was my boyfriends birthday and as a student I cannot afford these things to happen. Didn't even get any sort of confirmation email to even say I ordered but proceeded to take the money out of my account.”

Helpful Report

Posted 5 years ago

Hey Elizabeth, Thank you for taking the time to review us. We are very sorry to the kerfuffle you experienced with your order. We've taken a look at the order and can see the e-mail address was incorrect, which was determined when you contacted us. We proceeded to update the e-mail address and resend both your confirmation and dispatch e-mail. You were also provided with the tracking and refunded for the postage. We're very sorry for the delay in delivery and did refund you as it was only right. We hope to make it up to you next time! Kind regards, Firebox

Posted 5 years ago

“One of THE WORST, if not the absolute worst company I’ve ever ordered from. I’ve tried getting in contact with them many times with no response for over a week now. I even made twitter in the hopes they would actually reply. Nope. They haven’t responded to my emails or direct messages on Twitter. I payed express delivery to get it delivered on the 2nd of January and it is now the 12th January with no information about my parcel. It was a birthday present that is well over due. As a student I can’t accept just losing so much money with no resolve. However, Firebox don’t want to help by the looks of it. Yes their products and website look cool, in fact I was actually really excited to order from there. But NEVER ORDER from there because you’ll never get your package or have anyone reply to any of your messages, just seems like a huge SCAM.”

Helpful Report

Posted 5 years ago

Hey, Than you for taking the time to review us. 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 your order was considered lost in post and resent on Jan 13th. We've also refunded you the postage, seeing as you didn’t get the delivery service you paid for with your hard-earned money. Unacceptable. The refund will be reflected in your Paypal account within 24 hours. Once again, we are very sorry for the delay in communication. We hope to make further improvements to avoid this from happening again. Do let us know if there is anything else we can do for you. We are always happy to help, even if we do so a little slower than usual. Kindest regards, Firebox

Posted 5 years ago

“In the past I've had great experiences with Firebox, but I ordered several Christmas presents in November 2019 and they only just arrived yesterday! It's January 2020 and people didn't receive their presents in time for Christmas. Appalled doesn't even cover it. I was shocked because they had been so good in the past but the items I received were either broken by the courier and took another month to come back or just took too long to arrive. I tried contacting Firebox several times and there was never any response.”

Helpful Report

Posted 5 years ago

Hey Phoebe, 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 pre-order of Turkey Mugs and can see the parcel was damaged in transit and returned. A replacement was sent out to you with next-day delivery, the tracking shows it was delivered successfully. We're very sorry for any inconvenience all this kerfuffle may have caused. Should you still have issues with this order, don't hesitate to reach out to us. We hope we can make it up to you next time! Regards, Firebox

Posted 5 years ago

“Just like many of the other reviewers - I ordered a gift for my son over a month ago and it still hasn't arrived. Despite my numerous attempts to contact Firebox I've had no response. This company is clearly operating in fraudulently in taking orders it is not fulfilling...”

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 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 can see that since the review was posted your parcel was considered lost in post and you were fully refunded. Should you need anything else, don't hesitate to contact us. Kind regards, Firebox

Posted 5 years ago

“I'm currently still waiting on my item to be delivered that was ordered over 2 weeks ago, when contacting CS they just don't respond to anything. Tried every day for the last week to get a response and nothing.”

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 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 it was ordered on Dec 27th, which is after the Christmas cut-off. Unfortunately our supplier was closed throughout the Christmas bank holidays and only resumed production on Jan 6th. We can see that you have since been e-mailed back and your order was dispatched as estimated and delivered by Royal Mail. We are very sorry for any inconvenience you may have experienced with this order. Should you need anything else, don't hesitate to reach out to us , we are always happy to help (even if response time is a little longer than usual!). Kind regards, Firebox

Posted 5 years ago

“I spent £70 on two gadget mystery boxes as Christmas presents. Firstly both boxes had the same contents which was disappointing. Secondly the items inside were awful and useless. One of the ‘gadgets’ was as good as a McDonald’s happy meal toy and another item was some Bluetooth speakers that crackle when more than a foot away from the device. Massive waste of money.”

Helpful Report

Posted 5 years ago

“ordered the gin making kit as a xmas presesnt - when the person I gave it too opened it the other day ti use it there were no ingredients. Raised the issue twice by chat and email and no response. I am giving this poor review in the hope some one responds”

Helpful Report

Posted 5 years ago

Hey Craig, 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 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 your order and can see your order has since been re-sent. We are very sorry for the inconvenience you've experienced with this order. Should you need anything else, don't hesitate to contact us. We're always very happy to help! Regards, Firebox

Posted 5 years ago

“Like another reviewer below, I ordered on 17 December and still don't have my item over 3 weeks later. The tracker says my item is still being packed in the warehouse. Emails weren't responded to.”

Helpful Report

Posted 5 years ago

Hey Kas, 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 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 your order and can see it was placed after the Christmas delivery cut-off, which meant your order wouldn't have made it in time for Christmas (as stated on the product page). As the supplier closes over the holidays, production was only resumed in early Jan and your order has since been dispatched and delivered. Should you require anything else, don't hesitate to contact us. Regards, Firebox

Posted 5 years ago

“Ordered item 17th dec 2019, not recieved and it's now Jan 8th 2020 and I've recieved nothing. Not even an email. Emailed to enquire where it was, no response. Shoddy.”

Helpful Report

Posted 5 years ago

Hey Dee, Thank you for taking the time to review us. We are really sorry for the delay in getting back to your query. We are also 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 can see you have since been responded to and made aware that the order was placed after the Christmas cut-off to receive the item in time for Christmas. This information was available on the product page at the time the order was placed. Your order has since been dispatched and delivered. Do let us know if there is anything else we can do for you. Kind regards, Firebox

Posted 5 years ago

“I have yet to revive my order 4 weeks late and no communication response from firebox absolute rip off so not use”

Helpful Report

Posted 5 years ago

Thank you for taking the time to review us. We are sorry for the delay in getting back to your query. We are also 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 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 can see that since posing this review, an advisor responded to your query via WhatsApp, the order considered lost in post as it was not delivered as estimated and thus you were refunded in full. Should you require assistance with anything else, don't hesitate to reach out to us. We are always happy to help, even if it takes us a little longer than usual. Regards, Firebox

Posted 5 years ago

“I have never received my item and learned that it was discontinued after a month of waiting...”

Helpful Report

Posted 5 years ago

Hey Camille, 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 int o your order and can see that it was returned to the warehouse due to failed delivery. You were e-mailed informing you of this and refunded in full. Do let us know if there is anything else we can do for you. Regards, Firebox

Posted 5 years ago

“There was a product I NEVER received!”

Helpful Report

Posted 5 years ago

Hey Gwinnette, 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 the order in question and can see you were e-mailed about the order and we've never received a response detailing any further information about the issue or anything we could do to help. Should you still need assistance with this order, don't hesitate to respond to us at your earliest convenience. Regards, Firebox

Posted 5 years ago

“Order not received despite text to say it was left in safe place and a card left. This could have been resolved with Firebox but despite contacting them by email twice, phoning (automated message), Facebook and WhatsApp I have still had no response. Appalling customer service letting company down. Next step will be to reclaim money via bank as you refuse to respond.”

Helpful Report

Posted 5 years ago

“The test of a company is when things go wrong, if it goes right, there's little to worry about, if it goes wrong how they deal with it tells you everything, and Firebox are the worst company I've ever dealt with, period. If you get your package then it's all good, if not then good luck getting even getting a response from customer service, let alone getting them to do anything about it. But don't take my word for it, check the @fireboxhelp twitter feed (Tweets and Replies) - it's full of people with the same experience as me: most wait weeks for any response at all, it's astounding that they remain in business. I can not urge you strongly enough to avoid this company.”

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 your query. We are also 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 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 looked into your order thoroughly and can see your order was lost in post. You were responded to, refunded in full (as requested) and given a gift-voucher as a goodwill gesture. We did everything we could help to remedy this matter. We are very sorry that we let you down this time. We do hope to make it up to you in your next order. Regards, Firebox

Posted 5 years ago

“My Christmas order from 2nd December has never arrived. The phone number on the web site is a recorded message telling you to e-mail them. I have e-mailed four times, Tweeted, WhatsApped, messaged via the Facebook page, NO RESPONSE. £67 worth of goods I had to replace, no communication. I can't quite believe it. I've been a customer for over ten years!!!”

Helpful Report

Posted 5 years ago

“My parcel has not been delivered and should have been delivered two weeks ago. I've tried to contact firebox multiple times since that date and haven't heard any response from them still.”

Helpful Report

Posted 5 years ago

Hey friend, Thank you for taking the time to review us. We are really sorry for the delay in getting back to your query. We also 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 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 now see that this has since been dealt with, you were fully refunded and given a voucher to make it up to you for this disappointment. We are so sorry for the inconvenience caused. Regards, Firebox

Posted 5 years ago

“order was supposed to arrive before christmas. sent 6 emails, tried to phone, whattsapp, twitter, THEY DONT REPLY worst customer service i have ever seen. starting to think that this company is a SCAM”

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 it was placed after the Christmas delivery cut-off, therefore you weren't going to receive the order in time for Christmas day. This was on the product page and we also e-mailed you informing you of this. Regardless, we refunded you the postage for the confusion and your order was dispatched as scheduled and estimated. We are sorry you feel let down by this situation. Should you need anything else, don't hesitate to contact us, we are always happy to help. Regards, Firebox

Posted 5 years ago

“I ordered a personalised gift on the 16th of December, with a guarantee that it would arrive before Christmas. Not only did it not arrive then it has still not arrived now on the 3rd of January. Still no replies to emails I sent enquiring about my order and about when it will be arriving. Awful service considering delivery and postage came to over £10.”

Helpful Report

Posted 5 years ago

Firebox is rated 4.4 based on 4,721 reviews