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

Write Your review

Tell us how Firebox made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 personalized face air fresheners on November 26th, had to contact the company because non personalized items arrived and order showed as fulfilled/delivered but the air fresheners were not. I was emailed a separate tracking after requesting it for the air fresheners, it is now December 22nd and i still have yet to receive them. Customer service is responsive and polite. Having to cancel and request a refund because a month ahead of time isn’t enough to get your personalized product in time.”

Helpful Report

Posted 3 years ago

Hi Ramey, thank you for taking the time to review your recent order. We would like to sincerely apologize for the issue of your missing air-freshener. With your item, we had problems during Christmastime and the system could not process the orders. Our customer service has been in contact with you and hopefully, the solution was satisfactory with the refund of the missing item and the continuation of the order at the same time. We would be happy, if you would give us a second chance, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. Take care Firebox

Posted 2 years ago

“Poor communication and delivery time not accurate. Package finally delivered a month after ordered. Only got a response after my husband tweeted asking for any updates and a refund”

Helpful Report

Posted 3 years ago

Hello Megan, thank you for the review of your recent order. We would like to sincerely apologize for the issue of you receiving your order very late, and we also apologize for the lack of information regarding the issue. Your package was stored for almost two weeks because, according to Yodel, there were an unusually large number of packages to process. Nevertheless, this should not be used as an excuse for our late feedback. We would be happy, if you would give us a second chance, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. All the best Firebox

Posted 2 years ago

“Original item smashed buy courier but replaced straight away to save Christmas”

Helpful Report

Posted 3 years ago

“Fobbed off with messages after no word on delivery, ensured that products all in stock, and it’s just because you are busy.. then surprise surprise… order shipped and one item isn’t in stock… please be honest with your errors in the future.”

Helpful Report

Posted 3 years ago

Hi Owen, thank you for taking your time to review your Firebox experience. Firstly, we sincerely apologize for the issue of you receiving your order incomplete, and we also apologize for the lack of information regarding the issue. Customer service has been in touch with you and we hope, the arranged solution is to your satisfaction and we would be happy, if you would give us second chance later this year, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. You are welcome to use the given voucher. All the best Firebox

Posted 2 years ago

“Absolutely marvellous service . Great fun products and value for money ,”

Helpful Report

Posted 3 years ago

“Order has not been recieved”

Helpful Report

Posted 3 years ago

Hi Chloe, Thank you very much for your review. First of all, we would like to say SORRY regarding the bad experience you have made with Yodel. This should of course not happen. Yodel had a lot of problems during the stressful Christmastime. However, this is very annoying also for us. Our customer service has already contacted you by e-mail to arrange for a respective compensation. We would very much appreciate, if you would give us another chance to show you, that our service is better than we have shown with your last order. Wish you the best Firebox

Posted 2 years ago

“Shocking. Received someone else’s order and haven’t heard anything back even though I’ve returned it.”

Helpful Report

Posted 3 years ago

Hello Jim, thank you for the review of your recent order. We sincerely apologize for the issue of you receiving someone else's order, and we also apologize for the lack of or late response to your emails. Customer service has been in touch with you and we hope, the arranged solution is to your satisfaction. We would be happy, if you would give us another chance later this year, despite the problems with your delivery, to show that Firebox's service is indeed much better than we showed with your order. All the best Firebox

Posted 2 years ago

“................”

Helpful Report

Posted 3 years ago

“Appalling delivery”

Helpful Report

Posted 3 years ago

Hi Chris, We are very sorry that you had such a bad experience with the delivery of your order. Of course, this should not have happened. Our customer service team has contacted you yesterday and offered you compensation. We hope that this is acceptable to you. We hope you will give us another chance and stay with us as a customer. Take care Firebox

Posted 2 years ago

“Never arrived and no one is answering my email or whatsapp message”

Helpful Report

Posted 3 years ago

Hello Catherine, thank you for taking the time to review your recent order. We sincerely apologize for the issue, that your order has not arrived and you were not able to give your present. We also apologize for the lack of or late response to your emails. Customer service has contacted you and we hope that the solution reached is satisfactory to you. We would appreciate it if you would give us another chance, despite the problems with your delivery, to show that Firebox's service is indeed much better. All the best Firebox.

Posted 2 years ago

“Ordered items in October and still waiting for one to arrive. Have been told it has been despatched twice but nothing has arrived. Customer care team have also stopped responding to my emails.”

Helpful Report

Posted 3 years ago

Hi Peter, thank you so much for taking the time to leave a review - we appreciate it. We would like to sincerely apologize for the lack of communication regarding your missing item. We were not helpful and should have handled the matter more carefully. We had problems with the Sock Yourself - Personalized Face Socks item at Christmastime, as orders could not be processed correctly. We hope that the solution agreed with our customer service has turned out to your satisfaction - refund from the price of the socks and a gift voucher. We would appreciate it if you would give us a chance to show you that our service is better than we showed with your last order. Wish you the best. Firebox

Posted 2 years ago

“Ordered Sunday, was expecting order by Wednesday. Checked tracking showing as being picked in warehouse for two or three days. Tried to get in touch via WhatsApp and Email, all ignored so far. Phone number listed on a page on the site doesn’t work. Previously had good experiences with Firebox, not sure what has gone wrong this year.”

Helpful Report

Posted 3 years ago

Hello Steven, thank you for your review of your recent order. We sincerely apologize for the problem that your order arrived late. A week before Christmas was a very stressful time and there were delays in shipping, which is of course very annoying for customers as they wait for gifts. We are very sorry that this has tainted your previous experience with Firebox. Hopefully, the refund of shipping costs by customer service was an acceptable and satisfactory solution for you. All the best Firebox

Posted 2 years ago

“Ordered product (christmas presents) last week. Yodel were the courier, i received an email saying it been delivered and left in front porch however my work address has 24/7 security and no front porch!! Sent two emails and no response from Firebox. shocking customer service!”

Helpful Report

Posted 3 years ago

Hi Chris, thank you for your review of your recent order. We would like to sincerely apologize for the trouble with your delivery from Yodel and that your Christmas present has never arrived. A big sorry also for our late response regarding your emails. Our customer service has been in contact with you and has refunded your money immediately after Christmas because your delivery got lost in the post according to Yodel. Hopefully, the solution was to your satisfaction and we would be happy, if you want to give as a second chance, to show you, that our service is better, than we have shown in Christmastime. All the best Firebox

Posted 2 years ago

“can’t get contact, not received parcel ordered nearly 2 weeks ago”

Helpful Report

Posted 3 years ago

Hi Sophie, thank you so much for your review. We sincerely apologize that your parcel arrived a week after Christmas. Unfortunately, one item was out of stock and blocked your order. We are very sorry that this ruined your gifts. Our customer service has tried to solve your problem and hopefully, the solution with refunding for both missing items was to your satisfaction. All the best

Posted 2 years ago

“Poor service, no response to issue raised. Express service paid for - delivery in 1-2 business days. Order given to yodel by firebox 3 days after order placed……. Mmmm. Well another Christmas disappointment as gift now in wrong location. To state the obvious 1. It’s Christmas there will be many orders 2. There is a pandemic, staff may be unavailable for many reasons. These things are known and should be planned for. If there is an issue - be transparent with your customers so that they have time for contingencies.”

Helpful Report

Posted 3 years ago

Hi Andre, thanks for chatting with us earlier. Apologies again for the delay with your order. We've sent another mug on an Express service to the correct address which we hope arrives in time for Christmas. 🤞 We've created a return for the other mug, and if you could send it back to us in the new year that would be great. Sorry again for all the trouble. All the best, Firebox

Posted 3 years ago

“Poor customer service, still no reply after 2 days. Unclear shipping times on product page and worried gift will not arrive in time for christmas. Will not be ordering again.”

Helpful Report

Posted 3 years ago

Heya, Sorry for the late reply. Having checked the status of your order, it looks like you placed it just in time for the Christmas cut off. It was dispatched on 21st of Dec, so pending any natural disasters, it should be with you in time for the big day! Best, Firebox

Posted 3 years ago

“Ordered on the 28th November for delivery on the 4th December. Still no delivery and no response from Customer Service despite emailing, sending a whatsapp and facebook message, Yodel and Firebox seem absolutely useless in regard to customer service.”

Helpful Report

Posted 3 years ago

Hi Oliver, thanks for catching up with us earlier. Sorry again that your order has gone missing, especially as it was a Christmas present and you placed it so long ago. We've refunded the items that are now out of stock and put the remainder out on an Express service to hopefully get them to you in time for Xmas.

Posted 3 years ago

“Dreadful customer service ordered item on december 5th and still no item, emailed a week ago and no response there either, it really is a dreadful level of customer service when especially during this time of year when people are relying on you for presents, i respect that you may have staff issues due to covid but that doesnt account for people being ignored, a placeholder email or a genuine response should be the absolute bare minimum”

Helpful Report

Posted 3 years ago

Hi Chris, thank you for taking the to review your recent order with us. We would like to sincerely apologize for the lack of communication regarding your order. Unfortunately, the return and processing after the return took longer and we should have responded faster - our fault. We hope our customer service was able to resolve the issue and they have been in contact with you regarding your refund and the issue with the open chargeback. We would appreciate a chance to show you that our service is better than we showed with your complained order. All the best Firebox

Posted 2 years ago

“Absolutely shocking service, I returned my item over 2 weeks ago, it's been back with you a week because I've been tracking it, i haven't even had a message to say its been received and I haven't had a refund. I have contacted through WhatsApp, email and Facebook messenger and still no reply. This service is disgusting. I. Would like a full refund as soon as possible. Avoid ordering to avoid this terrible return service!!”

Helpful Report

Posted 3 years ago

Heya Emily, Thanks for reaching out and please accept our apologies for the long-overdue response. We've dropped you an email, but we'll also confirm here that your order has now been refunded in full. Sorry again for the delay. Cheers, Firebox

Posted 3 years ago

“Ordered on December 8th, haven’t had any communication with them since the conformation email despite me trying to contact customer service. Don’t order from Firebox as they clearly do not care about customers but they are more than willing to take your money. Disgusting”

Helpful Report

Posted 3 years ago

Hi Sam, thank you for taking the time to review your Firebox experience. Firstly, we would like to sincerely apologize for your not processed order of our Sock Your Pet – Personalised Pet Socks and also for the lack of communication about the issue. Our customer service has been in touch with you and have arranged a refund in full but also let the order continue. According to our partner, your order was sent and hopefully, the item and our solution was to your satisfaction. We would be happy, if you will give us a second chance to show you, our service is better as we have shown in Christmastime with your order. All the best Firebox

Posted 2 years ago

Firebox is rated 4.4 based on 4,703 reviews