Firebox Reviews

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

4.4 Rating 4,734 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,734 reviews

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

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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Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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”

Helpful Report

Posted 5 years ago

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

Helpful Report

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”

Helpful Report

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,”

Helpful Report

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

“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

Firebox is rated 4.4 based on 4,734 reviews