Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.41

4.4 Rating 4,703 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,703 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 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered a two sided cushion and it arrived quickly, but there was an issue with one of the photos which came out really dark (way way darker than the online proof) and almost unrecognisable. Annabelle in customer services was amazing, and having checked the photos I uploaded and compared them to the product I received, she instantly refunded me the cost of the cushion plus the postage so that I could reorder. Fingers crossed the next cushion is better!!”

Helpful Report

Posted 4 years ago

Hey Kate, We appreciate the time you've taken to review Firebox. Thank you! We're sorry the Mushion wasn't to your liking, but glad you told us about it so we could help. Cheers, Firebox

Posted 4 years ago

“Prior to Christmas 2020 I admit I’d never used Firebox before. After buying from them I will be using them forever more. Their range of items are superb, unique and affordable. I bought personalised chocolates and beauty products for loved ones at Christmas. I had a slight issue with delivery and upon speaking with Annabell in customer service, she sorted it instantly without hesitation. Such incredible service, I’ve been broken away. She’s also super personable too. If you’re reading this I urge you to buy with confidence from Firefox. 10/10”

Helpful Report

Posted 4 years ago

Hey friend, Thanks for reviewing and rating Firebox so thoroughly - you're amazing! We really appreciate the time you've taken to share feedback on your latest experience. We're delighted our colleague Annabelle was able to turn a negative experience into such a positive one. Thanks, The Firebox Team

Posted 4 years ago

“Ordered 8 secret santa boxes, all turned out to be the same, everyone opened them together to have 8 same rubbish in it. Nowhere it was mentioned that they gonna be the same.”

Helpful Report

Posted 4 years ago

Hey there Deimante, Thanks for reviewing Firebox - though sorry it wasn’t the experience both of us would have wished for! We try and curate an interesting and mysterious item in each type of Santa Box, but unfortunately on this occasion it sounds like we’ve not given you the joy we’d hoped for. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box in Christmas 2021! Cheers, Firebox

Posted 4 years ago

“I unfortunately had to return an item due to it no longer being needed and Annabelle was an absolute legend in helping me resolve this today. The returns process was super easy and it was by far the easiest process to a refund I have ever experienced! Very efficient. I would say that a positive to your customer care team, and to Annabelle in particular, is that you seem very human. Nothing sounds robotic, it all sounds very natural and friendly and I am 100% behind that. Thank you so much!”

Helpful Report

Posted 4 years ago

Hey there Sims, Thanks for reviewing Firebox! We're glad you reached out and we were able to make this experience super smooth. Take care, The Firebox Team

Posted 4 years ago

“Excellent customer service in correcting an order not received. No hesitation, just a very quick and satisfactory resolution. Well done Crystal and than you.”

Helpful Report

Posted 4 years ago

Hey Neil, Thanks for reviewing and rating Firebox - you legend! We are so glad we could work our magic with your query, and that you are so pleased with our service - yay! All the best, Firebox

Posted 4 years ago

“Great company, had a query about delivery and dealt with Crystal in customer services who replied quickly explained everything well. Was very pleased with the personalised cushion, great quality my friend loved it, would definitely recommend this company”

Helpful Report

Posted 4 years ago

Hey Emma, Thanks for reviewing and rating Firebox - we're so glad we could help! All the best, The Firboxers

Posted 4 years ago

“Great customer service from Annabelle who provided a voucher for a replacement personalised item within 24 hours of me contacting.”

Helpful Report

Posted 4 years ago

Hey friend. Thanks for the review! We're happy to help you, glad our Annabelle worked her magic for your query. Sorry for the kerfuffle!! Cheers, Firebox

Posted 4 years ago

“Your customer service is amazing and very efficient! I unfortunately had a no show item and emailed your team who sorted it out straight away. I dealt with Crystal who was very apologetic and professional. I have always ordered gifts from Firebox and will continue to do so. 😀 All the best for 2021, I hope people continue to support you ⭐️”

Helpful Report

Posted 4 years ago

Hey Melissa, You're so kind for taking out time to review and rate Firebox - we are so grateful! We're glad you got in touch and Crystal worked her magic. Take care, The team at Firebox

Posted 4 years ago

“The WhatsApp help person (childe) was very helpful and organised is helping with my order and getting it sorted. Great service and will definitely recommend and use again:-)”

Helpful Report

Posted 4 years ago

Hiya Erin, Thanks for reviewing Firebox - we appreciate you. Glad you gave us a shout so we could help with your query. All the best, Firebox

Posted 4 years ago

“Such a wonderful experience with this company from the time I placed my order for fun and unique items to the resolution of a late delivery (due to circumstances well beyond their control). Customer service was exceptional!! I look forward to doing business again and highly recommend!!!”

Helpful Report

Posted 4 years ago

Hiya Kristi, Thank you for being so fabulous and reviewing Firebox - we appreciate you! So delighted to hear nothing but good stuff, glad we could help with that delay. Cheers, Firebox

Posted 4 years ago

“First of all, Firebox just has the COOLEST stuff!! However, it’s the customer service that will keep me coming back!! I had ordered some things for Christmas presents that were (sadly) never delivered (despite what my tracking information said..). Most companies would say “tough luck - take it up with whoever delivered it,” but NOT Firebox! Andrew in Customer Service jumped straight into action. He helped arrange for the products to be resent to me WITH EXPEDITED SHIPPING. The whole experience was so easy and stress-free. I won’t name names, but I’ve had MONTHS of back-and-forth with retail customer service before trying to get a refund or replacement.. Firebox had me taken care of in 48 hours! Big kudos to Andrew and Firebox! 10/10 will shop again.”

Helpful Report

Posted 4 years ago

Hey Tarin, Thanks for rating and reviewing Firebox - you're the best! We're so glad you reached out to us and Andrew worked his magic. We hope you love your goodies. Take care, The Firebox Team

Posted 4 years ago

“Absolutely fantastic customer service who deal with any issues in the quickest and most polite manner!!! Would DEFINITELY recommend and will certainly be shopping again from their site.”

Helpful Report

Posted 4 years ago

Hey Gordon, Thanks for taking the time to review and rate Firebox! Take care, Firebox

Posted 4 years ago

“I was actually stunned at how efficient the customer service was... Never had I experienced a similar process going so smoothly before. Don’t get to say this much (or ever), but what an exemplary support I’ve had the luck of recieving! Annabelle had put me at such ease with her genuine positivity and competency - and for that, Firebox earns my full score AND a new fan! 👌💪”

Helpful Report

Posted 4 years ago

WOW Hanan! Thanks for taking the time to review and rate Firebox! We're so delighted to hear about your latest experience, and that it was such a positive one too! We appreciate you reaching out and letting our team work their magic. All the best, The team at Firebox

Posted 4 years ago

“I reached out to customer service and got an immediate response from Childe, who responded with outstanding customer service!! I was so pleased with the response time, I am placing another Firebox order!!”

Helpful Report

Posted 4 years ago

Hiya Cal, thanks for the review! We really appreciate the time you've taken to share your feedback about Firebox - we're glad it's been the joyous ride we both hoped for. Massive thanks for bringing this into our attention so our team could work their magic. You legend. Cheers, Fireboxers

Posted 4 years ago

“Item didn't arrive but customer service sent me a free replacement without any trouble :D”

Helpful Report

Posted 4 years ago

Hey friend, thanks for reviewing Firebox! We're sorry to hear your order was lost in post 😱 We're glad you told us about it so we could sort it, enjoy your goodies!! All the best, Firebox

Posted 4 years ago

“Love my pink gin unicorn tears ❤”

Helpful Report

Posted 4 years ago

Hey Linzi! Thanks for reviewing Firebox. We are so happy to hear you love our new Unicorn Tears! Cheers 🥂 Firebox (certified mythical tears collectors and distributors)

Posted 4 years ago

“Can’t thank Childe enough for all their help! Had a faulty item (unfortunately) but was sorted out very quickly and even with free express delivery for a new item to be sent out to me. Fantastic service. Fast response times too.”

Helpful Report

Posted 4 years ago

Hiya Lauren! Thanks for reviewing Firebox - super duper appreciate you! We're glad you told us about this directly, so we could work our magic. Wouldn't dream of charging you for a faulty item! We look forward to you receiving your replacements. All the best, Firebox

Posted 4 years ago

“Really, really fantastic customer service from Childe who was so helpful and has made my day making sure my order will get to me during lockdown. I've used Firebox a lot and they're always so quick but this is the first time I've needed to speak to customer services and it was really easy to get in contact, quick and efficient.”

Helpful Report

Posted 4 years ago

Thanks for reviewing Firebox, Sarah! We really appreciate the time you've taken out of your day to share your feedback on your latest experience. Super excited for your goodies to reach you soon- yay! 🎉 Take care, The team at Firebox

Posted 4 years ago

“The customer service I received from Annabelle was ON POINT! I’m not sure I’ve ever received service this good (and friendly!). A super smooth and efficient exchange of a faulty product. Plus a smile behind every email. Thank you”

Helpful Report

Posted 4 years ago

Hey Lucy, Thanks for taking the time to review and rate Firebox - we appreciate it! We're glad you reached out about the defective item (SO sorry about the inconvenience), and very pleased we got to work our magic and send out a replacement. We wouldn't dream of charging you for something that isn't working as intended. We're excited for you to receive your (fully working) replacement. All the best, Firebox

Posted 4 years ago

“I ordered some fun items as Christmas gifts from Firebox. Sadly they were lost in the post (down to the courier, not firebox themselves), but some lovely, friendly and helpful customer service from Annabelle sorted the problem quickly”

Helpful Report

Posted 4 years ago

Hiya Paul, Thanks for reviewing Firebox - you legend! We are sorry that your goodies got lost in post (no good at all!), but we are delighted you told us so we could fix this. We are buzzing for your goodies to arrive - we hope you love them! All the best, Firebox

Posted 4 years ago

Firebox is rated 4.4 based on 4,703 reviews