Firebox Reviews

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

4.4 Rating 4,701 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,701 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

“I ordered near Christmas, and it was here really quickly, my fiance was very happy with his mushion of his Dad ♡ However, the uploading of a second photograph was apparently difficult to upload, and I got a one sided print Mushion, which was disappointing. Someone from firebox saw my review and reached out, and they sent a double sided printed Mushion out for free. Not many companies would do that! A big Thankyou Firebox, the other Mushion, is on its way to San Diego, U.S.A right now. I’m sure it will be loved.”

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Posted 1 year ago

“Very impressed with service and the product - a marvellous "singing cats" Christmas card. Thanks”

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Posted 1 year ago

“Great service, well packaged items and fast delivery. Bought as gifts, guaranteed to raise a smile if not split a side or two.”

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Posted 1 year ago

“Great range of gifts at reasonable prices, fast delivery, everything arrived as ordered, quality of products was as advertised. Great experience again!”

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Posted 1 year ago

“Perfect secret santa gift, recipient loved it. Others in office did too.”

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Posted 1 year ago

“Delivery was a nightmare, your wouldn’t allow me to re arrange delivery or leave in a safe place, took 5 attempts for the delivery to arrive when I was in.”

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Posted 1 year ago

Hi there, Thank you so much for your honesty here! 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. Please reach out to us directly if there's anything else we can do.

Posted 1 year ago

“You can always find that something different at firebox.”

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Posted 1 year ago

“very happy with all aspects. great unusual gifts.”

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Posted 1 year ago

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

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Posted 1 year 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 1 year ago

“Extremely wicked service and well packaged item. Item is a Xmas gift an I know she is going to love it. Great place to shop for that something a little different.”

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Posted 1 year ago

“Great Item, quick delivery”

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Posted 1 year 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”

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Posted 1 year 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 1 year ago

“Product came really quickly, was great quality, just a little on the expensive side.”

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Posted 1 year 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.”

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Posted 1 year 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 1 year 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 1 year 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 1 year 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 1 year 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 9 months ago

“Absolutely brilliant idea really funny”

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Posted 1 year 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.”

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Posted 1 year 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.”

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Posted 1 year 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”

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Posted 1 year ago

Firebox is rated 4.4 based on 4,701 reviews