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

“Didn't arrive in time for Christmas, item still hasn't arrived. No contact from firebox team. Upset child. Thanks firebox!”

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Posted 5 years ago

“Ordered items on Dec. 12. Was not given any update on the status. Its now De. 27 and not only have I received no updated tracking info but these people haven't even replied to sny of the 3 emails I've sent. Pathetic. I want a full refund.”

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Posted 5 years ago

“I ordered a Christmas gift off Firebox Dec 7th. I paid $20 (!!!) in shipping and was given a latest delivery date by dec 23rd. Needless to say, it’s currently the 27th and I have no gift. I have emailed and left additional messages on Facebook and WhatsApp, no response. I want my money back!”

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Posted 5 years ago

“Still waiting for a product two weeks after ordering it. Have had no response to the messages I leave have left and I am very very upset as this was a Christmas present will NEVER order from here again”

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Posted 5 years ago

“Got a mystery box for a family friend was very upset to find that it contained CBD gummies. The box was for a family mum,dad and a 6 year old at no point was it indicated it may contain adult themed food or it may contain a form of medication which CBD considered. ( will not be ordering again)”

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Posted 5 years ago

“Ordered items and paid for next day delivery, still not received it yet they send out emails stating items will be there before xmas, customer service number not taking calls and no one is helpful at all!!! Joke of a company”

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Posted 5 years ago

Hey, Thank you for taking the time to review 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, especially at this time of the year! We can see your order (placed on Dec 20th) was dispatched on Dec 23rd and delivered by Parcelforce on Dec 24th 12:33 PM, just in time for Christmas. We have e-mailed you directly in regard to your order, with the tracking details. We wouldn't dream of charging you for a service you didn't receive, so of course we have refunded you the postage, seeing as it was a failed next-day service. You should see this reflected in your Paypal account within 24 hours. This festive period we have received a very large volume of messages across all channels and it has taken us a little bit longer to answer every single one. As you can understand, we are a very small team tackling all these queries and we're doing our very best to answer each one as quickly and as effectively as possible. We really appreciate your patience and understanding during this very busy Christmas season. Do e-mail us back if there is anything further we can assist you with. We wish you and your loved ones a happy new year! Kindest Regards, Firebox

Posted 5 years ago

“Placed ordered on December 10 expected to arrive before Christmas and the package has not left warehouse (day before Christmas Eve. )”

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Posted 5 years ago

Hiya Jasmine, Thank you so much for taking the time to review us. We really appreciate the feedback you give us! We had a look at your order and can see it was placed on Dec 10th at 02:15 AM. Unfortunately, as stated on the product page, the cut-off for Monster Mushions was 9th of December for international orders if you wanted your order to arrive in time for Christmas. We are really sorry to inform you that as it was placed after the cut-off, the delivery would not have been by Christmas and we are unfortunately unable to rush personalised orders. Do reach out to us if you'd like to discuss this further or if there is anything else we can do for you. We wish you and your loved ones a happy new year! Regards, Firebox

Posted 5 years ago

“Would leave zero stars if possible. Placed an order well before their Christmas guarantee, only to find it is coming until MID January and only after I’d contacted them several times. Dreadful customer service.”

Helpful Report

Posted 5 years ago

Hey Sarah, Many thanks for taking the time to review us. We really value your opinion and feedback. We are really sorry to hear that your latest Firebox experience was unsatisfactory and we let you down. We contacted you directly on Dec 18th via e-mail to let you know that we messed up and were unable to meet the deadlines we had set for the Beach Face - Personalised Beach Towel you ordered, due to the incredibly high demand we received. We are very sorry about this. As stated on the e-mail, the new delivery estimate is by Jan 10th to receive your order. We provided you with a discount for your next shop to show that we were sorry for messing these estimates up. We also provided you with the option to completely cancel the order for a full refund - we haven't heard back in regard to this. We have e-mailed you directly again in regard to this order and do let us know if there is anything further you'd like to discuss. We are always happy to help in any way we can! Kind regards, Firebox Team

Posted 5 years ago

“I have now emailed you guys twice about my order and have not heard back. My order was estimated to be here between the 12th-17th and it is now the 23rd. I did not pay for the tracked shipping (which I am now regretting) because it was so much extra. This is some B.S. and if I do not get my order, I will be disputing the charge. My order contains a gift for my son and one for my fiance so I am very disappointed with my experience. This is ridiculous. Would not recommend anyone waste their time or money here.”

Helpful Report

Posted 5 years ago

Hey Morgan, Thank you for taking the time to review 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, especially at this time of the year! We are really sorry for the delay in getting back to you. We love people sliding into our DM’s and popping off our inboxes but with the festive season we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person as quickly and as effectively as possible. We are a very small team handling a very large volume of incoming messages. 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 that your order was sent out on 03/12/2019 using International Airmail Untracked. Your chosen delivery method usually takes 7-10 working days (Mon-Fri) so the parcel was due to arrive by 17/12/2019. If it hasn’t arrive yet (may have been delayed), let us know! If it hasn't arrived, it is possible it got lost in post. In the meantime, we’ve 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 bank account within a few working days. We have e-mailed you directly in regard to your order and hope you hear from you soon. Happy New Year! Firebox

Posted 5 years ago

“Placed an order for secret santa that was supposed to arrive by December 11th at the very latest. My order had still yet to turn up. I've sent them 2 emails, 1 facebook message and 1 tweet and zero replies on their behalf!!!! I understand it's christmas but I've been waiting to hear back from them for over two weeks now. Don't waste your money, go somewhere else with better customer service!!!!!!!!!!”

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Posted 5 years ago

“The item I ordered did not arrive and it was very difficult to get in contact with anyone. When I finally did, they offered to send another but that did not arrive either. I still have no order or refund nearly a month later. It is ridiculous.”

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Posted 5 years ago

“Was sent a product that doesn't work. Tried contacting support but awhile ago but have yet to hear back. Have sent a second email hoping for a response.”

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Posted 5 years ago

“My order said it would take 7 days its been 10 and still no. Sign. I was having it delivered to work but have now finished for christmas so won't be able to give this as it was a present. I emailed your support address 3 3 days ago but no email back and your support contact phone numbers points you to your email address and what'sapp so basically going round in circles. 1st and last time I will order with yourselves.”

Helpful Report

Posted 5 years ago

Hey Thomas, Thank you for taking the time to review us and provide feedback. 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, especially at this time of the year! We are really sorry for the delay in getting back to your query. We love people sliding into our DM’s and popping off our inboxes but with Christmas around the corner we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person on this Christmas’ list (naughty AND nice!) as quickly and as effectively as possible We are a very small team handling a very large volume of incoming messages. However, we do understand the worry and the frustration that comes with order mishaps this close to Christmas. Your Mushion order has been made by our wonderful supplier who unfortunately have been a little delayed with updating the dispatch/tracking information as they focused on making all of the magical Mushions. This meant that you haven't received real-time updates about the dispatch of your order yet. We are really sorry about this and can understand it's worrisome. We looked into your order of Two Faced Mushions - Personalised Cushion placed on the night of Dec 11th and with this personalised product it takes 5 to 7 working days (Monday to Friday) to receive. This means that your order is estimated on Dec 20th. On this occasion, due to the seasonal delay, your order was dispatched later than expected. We can see you've already been provided with the tracking via Whatsapp. As a goodwill gesture, we've refunded you postage. It should be reflected in your bank account within a few working days. Once again, we are very sorry about the delay. Rest assured, your order is on its way and should arrive in time for the big day! Couriers work until Christmas eve. We wish you and your loved ones a very merry Christmas and an even happier new year. Firebox

Posted 5 years ago

“Ordered on the 12th been in the warehouse for packing for a week customer support don’t email back”

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Posted 5 years ago

“Two of my items never arrived leaving me out of pocket by around £60 when I paid extra for next day delivery. I've contacted their WhatsApp and email giving the benefit of the doubt. But how disappointing that half my order has not arrived and more so my money has been taken for items I am not receiving!!”

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Posted 5 years ago

“Parcel not yet arrived”

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Posted 5 years ago

“Took forever to get product. Product was very cheap not worth it!”

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Posted 5 years ago

“Useless. Would like to give a zero rating if possible. No sign of my order, no idea when it will be delivered (despite paying a small fortune in postage) and no communication from them at all (Live Chat?). Will buy everything from Amazon next year.”

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Posted 5 years ago

“I ordered 2 items on November 30th and received a shipping notification for the items on December 2nd. Estimated delivery was sometime between December 11th and December 16th. It’s now December 20th and I still haven’t received my items. I ordered well before the Christmas cutoff knowing that everyone is busy shipping orders and such but there’s no reason for me to still not have my items. I have emailed twice now and have not gotten a response. Their automated reply claimed it would take 1-3 days to reply so I’m still waiting. I’m definitely convinced this is a scam. Very upset because I spent $60 for just 2 items that were meant to be Christmas gifts. Now I’m out $60 and still have to find presents to replace the ones from this scam site.”

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Posted 5 years ago

“I'm still waiting on a gift I ordered on the 30th November. The order says despatched and it should have been here almost a week ago. I tried writing to them, but still haven't heard back. It seems the gift won't be here in time and the most frustrating thing is that I don't have information on where it is.”

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Posted 5 years ago

Firebox is rated 4.4 based on 4,734 reviews