Firebox Reviews

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

4.4 Rating 4,595 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,595 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 64%
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

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

“Very impressive from start to finish. The WattsApp link is a great way to address issues without trying to catch a service agent at a specific moment. I had MASSIVE (ongoing) issues with DHL express delivery, so would strongly recommend swerving them for your sanity. Firebox came through and not just made the soothing noises complaining customers tend to need to hear, but backed it up with first a delivery cost refund and when the package hit five weeks in purgatory went the whole nine yards and offered a full refund. So, funkiest shopping you’ll ever do plus service that Five Stars needs an ’all the way up to eleven’ extra tick for...yeah, ok, that won’t work, but you get what I mean. Thanks again Firebox!”

Helpful Report

Posted 3 years ago

Hiya Rafa, Thanks for rating and reviewing Firebox - though we are every so sorry to hear about your terrible delivery experience. We assure you this is a super rare incident. We're glad you came to us and our team was able to resolve this for you. All the best, Fireboxers

Posted 3 years ago

“I purchased a Harry Potter self stirring mug for my son for Christmas. The item was defective, but when I reached out to customer service, they were brilliant! They helped me quickly resolve my issue, and sent us a full refund – including the shipping cost we incurred from having it sent to USA. Fantastic customer service, friendly, cheerful, helpful. Thank you, Firebox!”

Helpful Report

Posted 3 years ago

Hey stranger, Thanks for taking a minute to share your feedback on Firebox - you are a legendary human bean. Though we are sorry to hear the item you received was faulty, we're delighted our team could turn this into a positive experience for you. Thank YOU. For being so wonderful. Take care, The Fireboxers

Posted 3 years ago

“It's super helpful through WhatsApp”

Helpful Report

Posted 3 years ago

Hey Mary, Thanks for the review and the 5-star rating! 🌟 You're a gem, we're glad you came to us and we were able to help. Until next time, The Firebox Team

Posted 3 years ago

“Great products, great prices. Excellent customer service. I spoke with Shaneen who couldn’t have been more helpful. Thanks”

Helpful Report

Posted 3 years ago

Hey Mr. Haugh 👋 Thank you for reviewing Firebox - we appreciate the feedback! We're so glad you loved your latest experience and the goodies you purchased! Take care, Firebox

Posted 3 years ago

“Wow I'm impressed by the speed of the service here! And so glad I found this site. I have lots of friends and family, so I can predict you'll be busy, so happy with this fantastic, wacky pressie idea. love it!!! Pleasure to Firebox with you. Thank you”

Helpful Report

Posted 3 years ago

Hello there Kay, Thank you for reviewing Firebox, we really appreciate the feedback! We are glad you loved your Firebox experience and that you love the stuff we make. We look forward to you seeing the new products that are dropping on the site soon, we reckon you'll love 'em! Cheers, Firebox

Posted 3 years ago

“Great customer service via What’s App. Annabelle got back to me quickly and sorted me out with a partial refund when I had an issue with a Christmas order. Being able to What’s App and not email or call made my life a lot easier to get my issue sorted. Thanks!”

Helpful Report

Posted 3 years ago

Hey you, Thank you for reviewing and rating Firebox - we appreciate you! So glad you brought this terrible incident to our attention so we could work our magic. We got you! Take care, The Firebox Team

Posted 3 years ago

“I enjoyed the taste but It’s not as hot as it’s advertised I did both lollipops and it was easy same as the chocolate bar I ate 20 pieces was only a little bit hot in the mouth but did give a painful aftermath in the stomach but not for to long”

Helpful Report

Posted 3 years ago

Hey Ja, Thanks for reviewing Firebox, though we are sorry to hear you're disappointed that your stomach ache wasn't as long with the Instant Regret goodies as you'd hoped. We've passed this onto to our team, though it's the first time we've been told the regret hasn't been instant....🤯 You have a stomach of steel, Ja. We might have to make an Xtra Instant Regret just for you, since 6.4 million Scoville chilli extract is not enough hear for you 🌶 Take care, Firebox

Posted 3 years ago

“I had a postal issue with an order and Annabelle emailed me back very fast to rectify the issue. I couldn't recommend the customer service and Annabelle more.”

Helpful Report

Posted 3 years ago

Hey friend, Thanks for reviewing Firebox - you're a gem! We appreciate the fact that you reached out to us and allowed us to help you with your query. Cheers, Firebox

Posted 3 years ago

“Had to return an item, the service was easy and really hassle free. Annabelle was really helpful throughout the whole process. Thank you”

Helpful Report

Posted 3 years ago

Hey Tina, Thanks for taking time out of your day to review Firebox! We really appreciate it. What a delight is to hear you loved our super-smooth returns process, and that our colleague Annabelle was able to help make it such an enjoyable experience. Happy we could help! Cheers, The Team at Firebox

Posted 3 years ago

“Do not order from this company! I ordered in early December for some Xmas presents and they still had not arrived closer to Xmas so they told me to wait a little longer, in January so I contacted them again... they resent me the parcel through apparently post but they had sent me my things through DHL which I had to pay import tax for... they did not have the courtesy to inform me i would be charged or even refund me the import tax. Very poor customer service. Will not be shopping from them again.”

Helpful Report

Posted 3 years ago

Hey friend, Thanks for taking the time to review and rate Firebox. Although, we are gutted to hear that it wasn't the fantastic experience we both hoped for. We're afraid that we are not liable for any custom charges, this is covered in our terms and conditions: Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them. If you do not pay these local import/custom duties or taxes then the Product could be returned to Firebox or possibly destroyed if too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any law in any such country. Should you want to talk about this further, or need further explanation, feel free to get back in touch with our customer service team. We are always happy to help in any way we can. You can reach us via e-mail: info@firebox.com Take care, Firebox

Posted 3 years ago

“Speedy answers, talking like a normal human with a sense of humour, love these guys. Thanks Shaneen!”

Helpful Report

Posted 3 years ago

Hi friend, Thanks for being such a legend and reviewing Firebox - you're so kind! We are pleased to hear that your last experience was so wonderful 🎉 Take care, The Team at Firebox

Posted 3 years ago

“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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

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

Posted 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

Firebox is rated 4.4 based on 4,595 reviews