Firebox Reviews

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

4.4 Rating 4,594 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,594 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

“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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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 2 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

“Very slow to ship. Placed an express order for birthday gifts paying over £16 to next day ship. The website says they ship the same day so I was expecting package the next day. Its now 5 days later and it hasn't even shipped. Total let down and now I'm embarrassed with no birthday gifts.”

Helpful Report

Posted 2 years ago

Hey Fenella, thank you for your review of your recent order with us. We sincerely apologize, that your birthday gifts didn't arrive in time and we have ruined the surprise. For the lack of communication regarding the issue of your order, one item was not in stock, we would also apologize. Our customer service has tried to find a satisfactory solution and hopefully, it was to your satisfaction. All the best Firebox

Posted 2 years ago

“Ordered on Dec. 8 and still not delivered. I've emailed a few times with no response AT ALL. Terrible service and don't recommend!”

Helpful Report

Posted 2 years ago

Hello Layna, thank you for taking the time to review your recent order. Firstly, we would like to sincerely apologize for the late delivery of your ordered items, our Fresh Faces and also for the lack of communication about the problem, with late processing by the partner. Our customer service has been in touch with you and sent a message, that delivery comes in time to Christmas according to our partner, and it is annoying for both, that your order has arrived one week later. Hopefully, the item is 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

“Order item 5718455 on the 4th december. Had to chase last week and waa told would be dispatched by the 17th. Still hasnt been. Phone number doesnt work. No reply to whatsapp or fb messenger. No answer to email. Shocking service. Present is for a young person and need to know if will arrive any time soon.”

Helpful Report

Posted 2 years ago

Hello Chris, thank you for your review of your recent order. Firstly, we would like to sincerely apologise for the problem with your order and also for the lack of communication about the problem. Customer service has been in touch with you to find a satisfactory solution which we hope was to your satisfaction, although the refund cannot replace the gift itself as it would simply make a great gift for Christmas. All the best Firebox

Posted 2 years ago

“You can’t even see what’s on the mug. This is not like the description nor the example picture! Plus they took about a month to ship with no emailed responses.”

Helpful Report

Posted 2 years ago

Hi Jazmin, sorry your order took so long to arrive and for our delayed reply. The mug is heat sensitive so the pictures of your pooch will only spring into life once you've filled the cup with your favourite hot beverage. If the images still aren't showing when you fill it with hot water, please give us a shout because that doesn't sound right at all. Cheers, Firebox

Posted 2 years ago

“Absolutely terrible service. Order was placed on the 7th on December. Still no delivery. I've emailed 4-5 times with no response as to where my order is. Will not be ordering from here again. Shambles.”

Helpful Report

Posted 2 years ago

Hi Robertamay Thank you for taking the time to review your order with us. We are sincerely very sorry that the delivery of the ordered Dog Bowls has not reached yet. It should not happen that you had to wait longer for a response, even though there are a lot of requests at the moment. Customer service has already contacted you and hopefully, they were able to resolve your case to your satisfaction. All the best and Merry Christmas.

Posted 2 years ago

“Customer service has been fantastic! Quick replies and very helpful will order from you again :)”

Helpful Report

Posted 2 years ago

Hey Nina, happy to hear it! Hope you have a great Christmas.

Posted 2 years ago

“I paid for an order on 27th of November 2021, the Tracking said would be delivered on 30th November, I've checked Tracking everyday and everyday it says will be delivered today. now 15th December still no parcel. The bad news is Firebox won't give me my money back or even reply to me. DON'T BUY HERE!!!!”

Helpful Report

Posted 2 years ago

Hey Brian, Thanks for taking the time to review your Firebox experience. We sincerely apologize to you for the fact that your delivery did not arrive, especially now that everyone is waiting for gifts for their loved ones. After clarification with the delivery service, our customer service contacted you and hopefully, the solution reached is to your satisfaction. All the best and Merry Christmas.

Posted 2 years ago

“the gift ideas are great but the execution of the mini figurine from brick yourself didn't match the description I put in at all - e.g. I asked for predominantly bald and I got a full set of hair, I asked for a navy blue office suit with light blue dress shirt and I got a lumberjack blue and red shirt. Which is a bit disappointing for the secret santa gift.”

Helpful Report

Posted 2 years ago

“Ordered something for my sister, and the courier did not inform us of the delivery. I later found it after it had sustained very visible water damage after they left out in the rain. Completely unacceptable. The only reason I am not giving a 1 star review is that this is mostly at fault of the courier, but it is Firebox's responsibility to use reputable couriers. Firebox was rather non-transparent about the process as well, and I simply cannot find an easy means to access customer service on their site”

Helpful Report

Posted 2 years ago

Hi Leon, Thank you for taking the time to write a review on review.io. Our customer service team has already contacted you regarding your order. Unfortunately, the package was damaged during delivery. We are of course very sorry about this and it should not happen. Our customer service has already arranged a refund for you and informed you accordingly. Unfortunately, we have not heard anything more from you. We hope that this solution was satisfactory for you and that you will perhaps give us a second chance. We would be very happy if you stayed with us as a customer. Best regards Firebox

Posted 2 years ago

“Well done Firebox. Ember let me down supplying this smart mug but you stepped up, had it in physical stock, cheaper and delivered in a couple of days. 10/10.”

Helpful Report

Posted 2 years ago

Firebox is rated 4.4 based on 4,594 reviews