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

“Getting hold of someone from customer service is near impossible. Then, they take ages to reply. Was told for a week to expect my delivery ‘tomorrow’. Then was told it was lost. Then was told it had been returned to them, and then was refused to be re-sent the order. Firebox. It’s nearly 2023. Focus on your customer service and helping people get what they have ordered. Could have easily sorted my problem but was too much ‘red tape’. By looking at the other recent reviews it seems that I’m not the only person who’s received this terrible customer service. (Adding due to reply) I did speak to your customer service, however it took over a week for this problem to be resolved which was response taking way over 24hours. I was also full on refused re delivery even though it had been sent back to firebox. This is the 3rd time that I’ve had a problem using firebox, and by looking at other peoples reviews I can see it’s been a similar issue for a lot of other people. Won’t be ever using you guys again.”

Helpful Report

Posted 2 years ago

Hello Ross, Thank you for your honest review. We apologize to you here for having such difficulties with the order. We have seen that you have already been in contact with our customer service team, and they have explained exactly what went wrong. Unfortunately, Yodel could not be relied upon, and we have initiated a refund of your order, which should have arrived by now. We're sorry again for the inconvenience and hope that you'll stay with us as a customer so that we can show you that we can do things better. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 2 years ago

“Hi there. I gave my partner the levitos cosmos light for Christmas and after an hour of trying we could not get it to float ☹ very disappointed ... it kept pulled down to the base. Any tips for getting it to work?”

Helpful Report

Posted 2 years ago

“LOVE firebox. My family have used them for quite a few years; always great quirky items and decent value. Love the branding & voice; it’s informal & fun. Highly recommend over Prezzybox, NotOnTheHighStreet, IWOOT, etc. No company’s perfect though – Here are some improvement areas: The address section when ordering is not in a logical order (should be First Line, Town, Postcode), and the prompts are hard to understand because they’re not in line with the fields. You should have a Webchat function to talk to you, because emailing and tweeting is slow. The Where’s My Order page is perfunctory; it doesn’t give you an update if it’s a personalised item / thirdparty item.”

Helpful Report

Posted 2 years ago

“Waited a several weeks but Items never arrived. I will not have the items I ordered to give as gifts at Christmas. Non existent customer service. No reply to email and no phone number to call. No way to track package. No way to get a refund. Absolutely terrible.”

Helpful Report

Posted 2 years ago

“This was my first time ordering from Firebox and was hopeful of a decent setvice. I placed an order for a few items for Christmas on the 15th and payed extra for 24hour delivery. Items have not been delivered and i have made numerous attempts by email and on the website to get in contact with firebox customer service team but after three days they have still not had the decency to reply. Very poor service. Don't think I will be using again in a hurry.”

Helpful Report

Posted 2 years ago

“Ordered a Christmas gift from here early December and here and it was cancelled but I wasn’t informed so it took me emailing customer service twice to be told this. No apology or notification. Disgusting service.”

Helpful Report

Posted 2 years ago

Hi Autumn, Thank you for sharing your opinion with us here. We are very sorry that you did not receive your order. Our customer service team has already contacted you to let you know that the item you requested is unfortunately no longer in stock. We are very sorry for this. A refund has of course already been arranged for you. We are sorry for the inconvenience and hope that you will give us a second chance. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 2 years ago

“VERY SPEEDY DELIVERY AND EXCELLENT CUSTOMER SERVICE.”

Helpful Report

Posted 2 years ago

“I got in touch with firebox 2 days ago as I have still not received my personalised wine glass. I am now thinking its not going to arrive for Christmas. I ordered this on 10th of December. Its simply not good enough... I have tried to put the order tracking number into your system and that is not recognised, I can't get in touch with you overall a very frustrating experience.”

Helpful Report

Posted 2 years ago

Hi Donnie, Thank you for taking the time to write a review. We are very sorry that you had such an unpleasant experience here. Your enquiry has already been answered by our customer service team via Facebook Messenger. However, we would be happy to comment on this again: Unfortunately, your ordered personalized wine glass could no longer be produced because there was not enough stock due to high orders and also insufficient glasses. Your order was also cancelled, and you should have received an email about this. The full amount has already been refunded to you. We apologise again for the inconvenience caused and hope that you will give us a second chance. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 2 years ago

“Much like the other reviews here, I ordered from Firebox with plenty of time for Xmas delivery and haven’t heard a thing. I ordered on 13 December and 8 days later still no shipment confirmation, and no reply to any messages sent through their website or social media. Fair enough if they’re very busy but they still have time to post on social media and tell people they’ll deliver before Christmas which seems to be lies? I only bought something stupid for secret Santa so I’m not out of pocket by a lot, but they sell a lot of expensive stuff so it could be very inconvenient for others so please be aware if you’re thinking of buying something big.”

Helpful Report

Posted 2 years ago

Hi Kylie, Thank you for taking the time to leave a review. Your questions have already been answered by our customer service team via Instagram. However, we would be happy to comment on this again: We understand your frustrations, particularly as it was so close to Christmas. You have ordered an item, which is sent directly from our supplier, and it needs more time. According to Royal Mail, it has been delivered on the 22nd of December. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 2 years ago

“Clunky and dated website led to a very irritating experience ordering. Had to wait for everything to load, numerous pictures didn't even bother loading in the end. Had to try and process my order twice (spinning circle of death waiting for processing). Couldn't add the magnetic 18-1 multi-card gadget to my shopping cart either - computer said 'no' .... Just an abysmal experience considering my experience for other websites recently. Oh yes, and entering the address for the delivery ... only 35 characters for the main address and then you ignore the county entry and then muddle up the address structure, so the city comes after the postcode???”

Helpful Report

Posted 2 years ago

“The same experience as many others on this site have detailed. Company appears to be in meltdown. Order placed, charged, no confirmation via email, no communication, no response to email or social media. Completely let down for Christmas and utter waste of time and energy. Now have to contact credit card company for chargeback. Embarrassing and shameful company.”

Helpful Report

Posted 2 years ago

“Agree with a review below, and had the exact same experience. I placed an order on 11th December and as of today (20th December) and was charged for it, but I have had no further email saying it's been dispatched. The tracking link on the website doesn't work either. I have contacted them by email 3 times, Facebook, Instagram, Twitter and via the form on the website and not had any response yet. I can't find a contact number either which is really poor. It's all just really poor. It was meant to be delivered within 3-5 working days and it's now day 7 and it hasn't even been dispatched yet. Won't be using Firebox again unfortunately, which is a shame after being a customer for years and always being happy with my purchases.”

Helpful Report

Posted 2 years ago

Hi Sophie, Thank you for taking the time to write a review. We have received your requests via Facebook, Instagram, Twitter, etc. and our customer service team has already contacted you via email. They explained that part of your order was out of stock, so your order could not be shipped. We have cancelled the whole order and refunded it immediately. It is really annoying that such a technical error has caused so much inconvenience, because if the process had been correct, you would have been informed on the same day as the order was placed, giving you plenty of time before Christmas. I wish you a wonderful Christmas season with your loved ones despite the trouble with your order :( 🎄🎅 Best regards Firebox

Posted 2 years ago

“Very happy with this company. Excellent communications, especially with replying to emails. Will definitely use again”

Helpful Report

Posted 2 years ago

“Material is awful so I can’t wear it, it’s like a cheap Halloween costume and the image isn’t great either to be fair (I made sure the image I loaded was a clear one too). They’ve asked for pictures when I’ve emailed customer service about this, not sure how that will help as it’s the material.”

Helpful Report

Posted 2 years ago

“I usually have a positive experience with Firebox, however after reading a few other reviews I agree that it is very frustrating when there is no response from the customer service team when an order has gone missing - especially when you have been charged for it. I have checked my junk folder and there is nothing to be seen, seems like this is more likely an issue on Firebox's end rather than their customers since it has happened many times to different people. I placed an order close to two weeks ago now and have heard nothing on it's status apart from the order placement confirmation (the product page estimated delivery/dispatch within two days), so I contacted the CS team both through the website and straight from an email and no contact has been returned yet. The order was meant to be a Christmas present so it's very concerning when you get no response or updates on something you have been charged for.”

Helpful Report

Posted 2 years ago

“Customer services resolved issues after delay in communication due to technical error. Pleased with response and resolution.”

Helpful Report

Posted 2 years ago

“Really bad quality”

Helpful Report

Posted 2 years ago

Hi Alex, Thank you for your review, our customer service team has already contacted you by email but unfortunately did not receive a reply from you. We would have been happy to take a closer look, especially to offer you a satisfactory solution. Perhaps you could contact us by e-mail and send us a photo of the item you received. Our e-mail address: info@firebox.com We would be pleased to hear from you. Best regards Firebox

Posted 2 years ago

“It hasn't arrived. It was for my Husband's 50th Birthday. Totally gutted and will never Firebox again based on this experience 😞 which is a shame as previous orders have been amazing”

Helpful Report

Posted 2 years ago

Hi Debbie, Thank you for your review, our customer service team has already contacted you by email but unfortunately did not receive a reply from you. We looked into it further and your parcel was delivered by Royal Mail on 12/12. We are very sorry that it took so long, but your order was produced by an external dropshipper according to your wishes. Due to the enormously high volume of orders and the pre-Christmas period, there have unfortunately been delays. We hope you have received your parcel and are happy with your order. Perhaps you will give us a second chance and stay with us as a customer. Best regards from Firebox

Posted 2 years ago

“Delighted with my ‘mushion’. A different Christmas gift. Speedy delivery too.”

Helpful Report

Posted 2 years ago

“Great fun item. Prompt delivery”

Helpful Report

Posted 2 years ago

Firebox is rated 4.4 based on 4,703 reviews