Firebox Reviews

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

4.4 Rating 4,596 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,596 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

“Placed ordered on December 10 expected to arrive before Christmas and the package has not left warehouse (day before Christmas Eve. )”

Helpful Report

Posted 4 years ago

Hiya Jasmine, Thank you so much for taking the time to review us. We really appreciate the feedback you give us! We had a look at your order and can see it was placed on Dec 10th at 02:15 AM. Unfortunately, as stated on the product page, the cut-off for Monster Mushions was 9th of December for international orders if you wanted your order to arrive in time for Christmas. We are really sorry to inform you that as it was placed after the cut-off, the delivery would not have been by Christmas and we are unfortunately unable to rush personalised orders. Do reach out to us if you'd like to discuss this further or if there is anything else we can do for you. We wish you and your loved ones a happy new year! Regards, Firebox

Posted 4 years ago

“Would leave zero stars if possible. Placed an order well before their Christmas guarantee, only to find it is coming until MID January and only after I’d contacted them several times. Dreadful customer service.”

Helpful Report

Posted 4 years ago

Hey Sarah, Many thanks for taking the time to review us. We really value your opinion and feedback. We are really sorry to hear that your latest Firebox experience was unsatisfactory and we let you down. We contacted you directly on Dec 18th via e-mail to let you know that we messed up and were unable to meet the deadlines we had set for the Beach Face - Personalised Beach Towel you ordered, due to the incredibly high demand we received. We are very sorry about this. As stated on the e-mail, the new delivery estimate is by Jan 10th to receive your order. We provided you with a discount for your next shop to show that we were sorry for messing these estimates up. We also provided you with the option to completely cancel the order for a full refund - we haven't heard back in regard to this. We have e-mailed you directly again in regard to this order and do let us know if there is anything further you'd like to discuss. We are always happy to help in any way we can! Kind regards, Firebox Team

Posted 4 years ago

“I have now emailed you guys twice about my order and have not heard back. My order was estimated to be here between the 12th-17th and it is now the 23rd. I did not pay for the tracked shipping (which I am now regretting) because it was so much extra. This is some B.S. and if I do not get my order, I will be disputing the charge. My order contains a gift for my son and one for my fiance so I am very disappointed with my experience. This is ridiculous. Would not recommend anyone waste their time or money here.”

Helpful Report

Posted 4 years ago

Hey Morgan, Thank you for taking the time to review us. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one, especially at this time of the year! We are really sorry for the delay in getting back to you. We love people sliding into our DM’s and popping off our inboxes but with the festive season we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person as quickly and as effectively as possible. We are a very small team handling a very large volume of incoming messages. However, we do understand the worry and the frustration that comes with order mishaps around the Christmas holidays. So thank you for being patient with us during this very busy period! We can see that your order was sent out on 03/12/2019 using International Airmail Untracked. Your chosen delivery method usually takes 7-10 working days (Mon-Fri) so the parcel was due to arrive by 17/12/2019. If it hasn’t arrive yet (may have been delayed), let us know! If it hasn't arrived, it is possible it got lost in post. In the meantime, we’ve refunded you the postage, seeing as you didn’t get the delivery service you paid for with your hard-earned money. Unacceptable. The refund will be reflected in your bank account within a few working days. We have e-mailed you directly in regard to your order and hope you hear from you soon. Happy New Year! Firebox

Posted 4 years ago

“Placed an order for secret santa that was supposed to arrive by December 11th at the very latest. My order had still yet to turn up. I've sent them 2 emails, 1 facebook message and 1 tweet and zero replies on their behalf!!!! I understand it's christmas but I've been waiting to hear back from them for over two weeks now. Don't waste your money, go somewhere else with better customer service!!!!!!!!!!”

Helpful Report

Posted 4 years ago

“The item I ordered did not arrive and it was very difficult to get in contact with anyone. When I finally did, they offered to send another but that did not arrive either. I still have no order or refund nearly a month later. It is ridiculous.”

Helpful Report

Posted 4 years ago

“My items arrived in time for Christmas and were exactly as described so I am sure the recipients will love them. The minor issue that I had was resolved quickly and more than satisfactorily by the Firebox customer services team.”

Helpful Report

Posted 4 years ago

Hey Alex, Thank you so much for taking the time to review us and give us such a fantastic rating. We have been more than happy to help every step of the way! You know where to find us if you need anything else. See you back very soon ;D Happy New Year!!! Firebox

Posted 4 years ago

“Was sent a product that doesn't work. Tried contacting support but awhile ago but have yet to hear back. Have sent a second email hoping for a response.”

Helpful Report

Posted 4 years ago

“Website was easy to navigate and, entertaining. The product was delivered in a timely fashion.”

Helpful Report

Posted 4 years ago

“I love Firebox, been a returning customer for many years. Great quality products as always!! Bought as Christmas gifts :o)”

Helpful Report

Posted 4 years ago

“Really liked my dumpling, it was a gift and super worth it. My friend loved it too, would definitely recommend and purchase again! Firebox did a great job at shipping it as soon as possible and also keeping in contact with me. :)”

Helpful Report

Posted 4 years ago

Hey Isra, Thank you for taking the time to review us and provide us with fantastic feedback on your latest #giftgasm! We look forward to seeing you back on Firebox.com, more cute goodies to come in the new year! Merry Christmas and happy new year from all of us here at Firebox!!

Posted 4 years ago

“Unusual products, ideal gifts delivered on time, will definitely buy from again.”

Helpful Report

Posted 4 years ago

Hey stranger, Thank you for taking the time to review us and provide us with lovely feedback on your latest #giftgasm! We look forward to seeing you back on Firebox.com, more unusual bits and bobs to come in the new year! Merry Christmas and happy new year! Firebox Team

Posted 4 years ago

“Items received were as described and any issues were sorted out promptly.”

Helpful Report

Posted 4 years ago

“I love this! Everyone who's seen this loves this! And, it's functional and comfortable. And the rosy little cheeks! I LOVE THIS!!!”

Helpful Report

Posted 4 years ago

We love you! Thanks for taking time out of your day to give us a smashing review. Merry Christmas, Firebox

Posted 4 years ago

“Always love the wacky selections of presents. Even better are the emails on the progress of your order. Love it!”

Helpful Report

Posted 4 years ago

Joanna, Thanks for taking the time to review us and give us such brilliant feedback. Even more flattered that you think our stuff is wacky. We love you! Merry Christmas, Firebox

Posted 4 years ago

“arrived on time. had a laugh at the emails”

Helpful Report

Posted 4 years ago

Renee, Thank you for taking the time to review us. Even bigger thanks for 5 stars!! Merry Christmas, Firebox

Posted 4 years ago

“The items were really great! ... but they disappeared from the store. My buddy liked his gift so much he wanted to buy one for a friend but couldn’t.”

Helpful Report

Posted 4 years ago

Hey Dean, Thank you for taking time our of your day to review us and tell us all about your #giftgasm! Sorry the goodies your bought disappear... you gotta move fast! As the wise say: you snooze, you lose. More cool things to come though, so watch this space! Merry Christmas, Firebox

Posted 4 years ago

“Firebox is in all ways wonderful. Great products, great service. Really, what more could you want?”

Helpful Report

Posted 4 years ago

Hey stranger, You're in all ways wonderful, taking time out of your busy schedule to pop us a magnificent review and wonderful feedback. You good pickle. Even greater products to come. Watch this space, your #giftgasms are about to level up! Merry Christmas, Firebox

Posted 4 years ago

“good service and liked the quirkyness”

Helpful Report

Posted 4 years ago

Hey, Thanks for taking the time to review us and give us a brilliant rating! We rate you. Stay tuned, more quirk to come ;D Merry Christmas! Firebox

Posted 4 years ago

“My order said it would take 7 days its been 10 and still no. Sign. I was having it delivered to work but have now finished for christmas so won't be able to give this as it was a present. I emailed your support address 3 3 days ago but no email back and your support contact phone numbers points you to your email address and what'sapp so basically going round in circles. 1st and last time I will order with yourselves.”

Helpful Report

Posted 4 years ago

Hey Thomas, Thank you for taking the time to review us and provide feedback. Your Firebox experience as well as your feedback about it, is very valuable to us and we do not want it to be a negative one, especially at this time of the year! We are really sorry for the delay in getting back to your query. We love people sliding into our DM’s and popping off our inboxes but with Christmas around the corner we’ve received a massive volume of messages across our channels. We’re doing our very best to get back to every single person on this Christmas’ list (naughty AND nice!) as quickly and as effectively as possible We are a very small team handling a very large volume of incoming messages. However, we do understand the worry and the frustration that comes with order mishaps this close to Christmas. Your Mushion order has been made by our wonderful supplier who unfortunately have been a little delayed with updating the dispatch/tracking information as they focused on making all of the magical Mushions. This meant that you haven't received real-time updates about the dispatch of your order yet. We are really sorry about this and can understand it's worrisome. We looked into your order of Two Faced Mushions - Personalised Cushion placed on the night of Dec 11th and with this personalised product it takes 5 to 7 working days (Monday to Friday) to receive. This means that your order is estimated on Dec 20th. On this occasion, due to the seasonal delay, your order was dispatched later than expected. We can see you've already been provided with the tracking via Whatsapp. As a goodwill gesture, we've refunded you postage. It should be reflected in your bank account within a few working days. Once again, we are very sorry about the delay. Rest assured, your order is on its way and should arrive in time for the big day! Couriers work until Christmas eve. We wish you and your loved ones a very merry Christmas and an even happier new year. Firebox

Posted 4 years ago

“Great customer service. Have ordered from them many times and each order has arrived promptly. If any items I have ordered have ended up out of stock they have let me know and given a refund straight away. Love seeing the new items that come onto Firebox, can guarantee I can find one or two things for different people as gifts for Birthdays and Christmas.”

Helpful Report

Posted 4 years ago

Firebox is rated 4.4 based on 4,596 reviews