Firebox Reviews

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

4.4 Rating 4,532 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,532 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 66%
Accurate And Undamaged Orders	Greater than 84%
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

“dont shop here!Horrible customer service! i never received my order or refund!!!”

Helpful Report

Posted 1 month ago

Hi there! We appreciate you sharing your experience here! As we've shared previously, our team noticed your order was purchased on our UK store. Because duties and shipping varies per country, we offer multiple stores so you will need to purchase on our International Store. Please know we still want to be a part of your home so you're welcome to repurchase whenever you want through our International Store (https://firebox.com/intl/?___store=fireboxintl&___from_store=fireboxcom). On your cancelled order, we've already refunded it, so please confirm via email if there are any further issues here.

Posted 1 month ago

“Personalised gift never arrived and was delivered to the wrong address by Yodel. Firebox website was hard to navigate to get help and, when I did submit the concern about the missing parcel, Firebox customer service was slow & their email told me to look more carefully around my property(!) and they unhelpfully sent me the photo Yodel had taken - which showed my parcel at someone else’s front door! Really unhelpful customer support, very disappointed and wasted so much time trying to enlist help from Firebox and Yodel to track down my order. I won’t be placing an order again.”

Helpful Report

Posted 2 months ago

Hi there, We can't thank you enough for honestly sharing your experience here! I also appreciate the patience as we worked to find your missing order. During this, we always cover our bases to ensure the package wasn't delivered to someone else. This means we ask for the property to be checked, share Yodel's delivery photo, ask a neighbor if they safeguarded it, confirming the delivery address, etc. We do this to ensure the package is confirmed lost and the original address is correct before sending a replacement. In the end, we're happy to hear it was later delivered by a good Samaritan who had accidentally received the order. We hope you enjoy your order and look forward to another chance at being a part of your home!

Posted 2 months ago

“Parcel ordered for black friday never arrived. Courier sent proof 'Delivered through Letterbox' - item is shown in someone's window, not mine. Courier advise reaching out to firebox. Have reached out twice in the last month and have had no reply. Have purchased many times from Firebox, first time dealing with customer service (or lack of). Have lost all faith in Firebox”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience here. We're sorry to hear about the problems with this delivery! We've reached out to you directly to help and are looking forward to hearing back from you!

Posted 1 week ago

“Its not one size! Unless it's for children. Very disappointing gift for my dad. Waist of money and awkwardness on the day. Im size uk5 and it barely fit me so im not talking a fully grown man 😤”

Helpful Report

Posted 3 months ago

“Took 10 days to respond that it was an age restricted product and still not had my refund - I also sent chaser emails. All while I ordered something else from another website with perfect service!”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience here! Firstly, we're sorry for the delay in responding. During the holidays, we experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. I'm sorry you're on the receiving end of this as I know from first hand experience that this has caused me nervousness and uncertainties that are specifically amplified during the holidays. I've shared your comments with our Product Team to revise this product and our processes. We've also revised the order and see the entire order has now been refunded. Again, we apologize for this mess-up and look forward to another chance at being a part of your home.

Posted 2 months ago

“Wish I'd checked reviews before ordering. Item missing from order and no response to contact. Avoid”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience here! Secondly, we apologize one of your items wasn't sent! Our team encountered a system glitch that caused the item to not be processed correctly -- we're now aware of this and working to prevent it from happening on future orders. We're again sorry this happened on your order. We reached out to send it again but it was decided the best route was to offer a refund. We're here if there are any further questions.

Posted 3 months ago

“Terrible delivery. Did not attatch documentation to package so it got atuck in customs for days. Support is non-existent and any attempts to reach out end up with a 4 days delay. I had to effectively spare time out of my own day to provide customs with am invoice that should have alreafy been on the package and convince them to release it. Might as well just check the products on Firebox for inspiration, then order from Amazon”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience here and sorry the order got stalled at customs! Firstly, we apologize for the delay in responding. We experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. This has caused a lot of nervousness and confusion around the holidays and this is definitely not what we aimed for during Christmas. We see your order has now arrived. We've shared your experience with our Operations Team. It turns out we included the wrong customs number which stalled this order so we're working to ensure this doesn't repeat on future orders. We're here if there's anything else we can do!

Posted 3 months ago

“Liars are liars. Don't use this store, it's a waste of your time and money. They don't care about the customer. They don't respond to messages. Positive opinions are a scam. Most of the positive opinions are anonymous.”

Helpful Report

Posted 3 months ago

We can't thank you enough for honestly sharing your experience here! Secondly, we apologize for the delay in responding. We experienced higher than usual demand and that impacted both our Operations and Customer Support Teams. We're sorry you were on the receiving end of this as we know from first hand experience that this has caused us nervousness and uncertainties that are specifically amplified during the holidays. We see this didn't arrive when expected so we've gone ahead and refunded your Next Day Shipping surcharge. We're sorry for that and are here if there are any further questions.

Posted 3 months ago

“Firebox used to be great for ordering. Recently less so, I've had no confirmation of dispatch on my order (Paid for Next Day) and getting in contact with them is hit or miss. Looking at the amount of other reviews saying the same they're taking on more than they can handle.”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience here! Secondly, we apologize for the delay in responding. We're experiencing higher than usual demand and this has impacted both our Operations and Customer Support Teams. We're sorry you're on the receiving end of this as we know from first hand experience that this has caused us nervousness and uncertainties that are specifically amplified during the holidays. We see this didn't arrive when expected so we've gone ahead and refunded your Next Day Shipping surcharge. We're here if there are any further questions.

Posted 3 months ago

“Dreadful - they missed the promised date by which my order should have been delivered... they do not reply to emails... when you look at the supposed 'tracking' on their website, it just summarises the order, no information that would count as tracking. Looking at reviews here and on Trustpilot, I can only think that the positive reviews here are old or fake (or possibly both). Avoid.”

Helpful Report

Posted 3 months ago

Hi there, We can't thank you enough for honestly sharing your experience. We apologize for the delay in responding as we experienced higher than usual demand and this has impacted both our Operations and Customer Support Teams. I'm sorry you're on the receiving end of this as I know from first hand experience that this has caused me nervousness and uncertainties that are specifically amplified during the holidays. This has since arrived and we're here if there's anything else we can help with.

Posted 1 week ago

“The order hasn't arrived within the stated delivery times and still have no confirmation of the order being sent. When you track it on the site it just shows you your order. Customer service not responding to my emails. IF YOU ARE READING THIS GO ONTO TRUST PILOT FOR THE REAL REVIEWS ON THIS COMPANY.”

Helpful Report

Posted 3 months ago

“I ordered £75 worth of goods over a week ago. It was indicated it would be delivered in 2-3 days. I have had the confirmation of my order and the money has been taken however I have not yet had an email advising the order has been dispatched. On my account it has been in the "packing" stage for over a week. I have tried to contact Firebox.com via phone (number not recognized - they've turned it off!), via email (no rely) and via whatsapp (no reply). A bunch of people not getting Christmas presents as it stands. Edit: I’ve received three emails asking me to revise this review. Firebox seem To be under the impression that this had a happy ending as the emails read “We would be happy if you considered updating your review after everything was done”. I’m not sure what they mean when they say “after everything was done”: The order came 8 days late. By which point the family members who had travelled five hours for a visit, and for whom the presents were intended, had travelled home so I was unable to give them to them. I had ordered them assuming the 2-3 day delivery would have been honoured which would have meant they arrived prior to my family members arrival. As i had received zero communication from firebox that the order had even been dispatched until the day before they arrived, I ordered alternative gifts for my family from a different retailer and paid to have them posted once they arrived (on time no less!) The parcel which eventually arrived from firebox was battered (I’ve attached a picture). I had to send three emails for advice on how to sort out a return and a refund. Ultimately they have worn me down and I do not have the energy or the headspace to go through the hassle of further correspondence with firebox so I will find a charity shop who can take the items. In short, they take your money, ignore you for ten days, you write an honest of review of their service, they send you a battered box after 11 days, then harass you to edit your review. I’m sure there have been plenty of people who have have positive experiences of firebox however I can see other reviews suggesting similar experiences of other customers in the run up to christmas. A gifts retailer that doesn’t have the infrastructure of couriers and customer service to handle the christmas period probably shouldn’t be a gift retailer.”

Helpful Report

Posted 3 months ago

“I have tried to contact this company now 3 times my order was placed now a week ago on a 2to3day delivery service and had no contact or email to state anytime I have now asked for a refund and no answer still I feel like my money has bean stolen I do not recommend this company to anyone all that has happend is my money has bean stolen from what I can tell as I can get no answer or reply on my order I would recommend that people do not order from this company and I am still trying to get my money back but no reply and answer”

Helpful Report

Posted 3 months ago

“Item ordered on 2nd December with 2-3 days delivery. Order still missing one week later. Promised delivery on 12th December. Order still not received and customer services ignoring emails requesting a refund. Would avoid.”

Helpful Report

Posted 3 months ago

Hi there We appreciate your honesty here and thank you for pointing out the mistakes we made. This is a great opportunity for us to reflect on this and see what we can improve to not let this happen again. Unfortunately, we experienced especially high demand during this time and didn't have the chance to respond earlier to solve this issue quickly. We can only imagine how much uneasiness and stress this must have cost you. We don't request to update the review, since this is totally on us and you only shared what happened to you, we would only be happy if you gave us another chance to prove that we learn from our mistakes and always strive for exceptional service :) Let us know if there is anything else we can do!

Posted 3 months ago

“Order not even posted 5 days after placing the order.(despite offering 2-3day delivery) Customer service silent, ignoring all ways of contacting”

Helpful Report

Posted 4 months ago

“I never received my goods because of the bad delivery company used. Have been refunded by firebox and have tried to order again but it's now out of stock”

Helpful Report

Posted 4 months ago

Hi there We can't thank you enough for sharing your honesty about your shopping experience with us. We're sorry to hear about these delivery delays/hiccups with the carrier. We've shared this with our Operations team to see if there's anything we can do to improve this on our side. We unfortunately ran out of the item that was included in your order and are very sorry for that. We normally restock very fast on most items, but in this case, you just needed it faster than we could provide it to you. We saw that you could arrange it from another website in time, therefore we are happy for you, that you still found something else :) Please reach out to us directly if there's anything else we can do.

Posted 3 months ago

“TERRIBLE NON EXISTENT CUSTOMER SERVICE. Items ordered 5 working days ago, no confirmation, no answer to emails or web or even to my review. Either this is very poor customer service or hate to think a scam as I spent enough to get free 2-3 day shipping and nothing was personalised. Just want communication about the stock, if it will ship in time now even for Christmas. And stop sending promo emails to buy more in time for Christmas!”

Helpful Report

Posted 4 months ago

“Awful customer service. Failed a next-day delivery then didn't response. Just run”

Helpful Report

Posted 4 months ago

“I ordered an paid for an item. 30 minutes later I was told it wasn't in stock and you couldn't tell me when it would be delivered. No chat so sent 2 emails telling you just to refund my money I'd get the item somewhere else. So I ordered from Amazon and they delivered it next day. Now you send me an email telling me it's been dispatched. Do you not read your emails? No chat and poor communication. Now I have to wait even longer for a refund and go to the trouble of sending it back. NEVER DEALING WITH FIREBOX AGAIN!”

Helpful Report

Posted 4 months ago

“Much like other reviewers here I placed an order last week and have received no shipping confirmation, the tracking information says nothing, and I've tried getting in touch multiple times through the contact form, email and WhatsApp to no avail. This order was for a birthday gift for this weekend so I'm really disappointed that it's not arrived in the stated delivery window and that nobody can seem to respond to queries. Appreciate it's a busy time of year but this is really poor.”

Helpful Report

Posted 4 months ago

Firebox is rated 4.4 based on 4,532 reviews