Firebox Reviews

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

4.4 Rating 4,593 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,593 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

“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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year ago

“Really bad quality”

Helpful Report

Posted 1 year 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 1 year 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 1 year 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 1 year ago

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

Helpful Report

Posted 1 year ago

“Great fun item. Prompt delivery”

Helpful Report

Posted 1 year ago

“Was not expecting to pay €300 then to get charged an extra €140 to get delivered. Very disappointing. Anything outside UK will be charged half of the purchase price”

Helpful Report

Posted 1 year ago

Hi Dale, Thank you for taking the time to leave a review. Unfortunately, we are only now getting around to answering it. We have taken a closer look and you have already been in contact with our customer service here in the past. They told you the following: As described in our web shop - FAQ - for international orders, it depends on the country if customs duty has to be paid. Firebox has no responsibility on this, and we sincerely apologize if you have had to pay customs. We are sorry again and wish you a nice day. Best regards Firebox

Posted 1 year ago

“This was exactly what I was hoping for. Good quality mush cushion. Fingers crossed the recipient loves it. If not its mine lol”

Helpful Report

Posted 1 year ago

“Ordered an item from the website and input my address, which is in the European Union. I was surprised to be informed by the delivery company that I had to pay charges that amounted to 40% of the purchase price if I wanted the item. I wouldn't have bought the item had I known that it attracted hidden costs. Perhaps Firebox ought to MENTION THIS on the payments page or even join the 21st Century by enabling its website to detect countries that are NOT part of the British Empire.”

Helpful Report

Posted 1 year ago

“Love firebox for quirky gifts. Only every had a problem maybe twice in the past ( not with this order, I have ordered quite a few things& they were extremely helpful & sorted it out) always great, thanks again firebox.”

Helpful Report

Posted 1 year ago

“Bought the big black box , advertised as over £160 , added it all up , priced normal price of items £157.93 , sales items £135 , is this miss-selling? . Have been buying mystery boxes for years as Xmas presents but they are getting too identical ( not much a mystery) don't take your return customers for granted fixbox!!”

Helpful Report

Posted 1 year ago

“Was meant to receive a chiseled dog cushion, arrived and it was just a photo on a cushion, customer services was not helpful, would not give me a refund, stay away there are a lot better companies than this one”

Helpful Report

Posted 2 years ago

Hi Nicola, We are very sorry that you had such a bad experience here. Our customer service has already tried to contact you by e-mail to clarify your case. Unfortunately, we have not received a reply to our message from you. Perhaps you will write back to us here in response to our enquiry, we would be very pleased. Best regards Firebox

Posted 2 years ago

“A mug + A filter + A spoon = £40....... I don't think so!”

Helpful Report

Posted 2 years ago

Hi, Thank you for your review. Unfortunately, we do not have your exact details, so we or our customer service cannot contact you directly to discuss your case in more detail. Perhaps you could give us the opportunity to do this and write us your exact details so that we can check again what didn't work for you here. Our e-mail address: info@firebox.com We would be very happy to hear from you. Best regards Firebox

Posted 2 years ago

“Parcel delivered within 24 hours of placing order even with standard delivery! Sad that the parcels don't come with a little bag of sweets anymore”

Helpful Report

Posted 2 years ago

“Fantastic customer service, i was really happy with the product but unfortunately it broke soon after receiving it. The team were really helpful and sent out a replacement straight away, which is working perfectly.”

Helpful Report

Posted 2 years ago

“My favourite company to buy gifts from. Staff are super helpful if there are ever any issues.”

Helpful Report

Posted 2 years ago

“Still waiting on my item that I ordered 7 weeks ago. Several emails sent with no reply and obviously no contact number. Very disappointing as this was meant to be a birthday present”

Helpful Report

Posted 2 years ago

Hi Maxine, Thank you for sending us your review here. We have already tried to contact you personally by email, but unfortunately you did not respond to our request. You have already been offered a GBP 10 voucher as compensation, and a full refund has been processed. We hope that you agree with this solution and would be very pleased if you would give us a second chance and remain a customer. Best regards Firebox

Posted 2 years ago

Firebox is rated 4.4 based on 4,593 reviews