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

“Excellent service. Fast and reliable.”

Helpful Report

Posted 1 year ago

Hi there, Wow, a 5-star rating, that's great. 😎 Thank you very much. We will pass on your praise to our team. We are already looking forward to your next order. Best regards Firebox

Posted 1 year ago

“Great item, bought as a gift for my favourite brother-in-law. He is very happy with it. The only drawback is there was no actual fire in the box”

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Posted 1 year ago

“Fantastic service”

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Posted 1 year ago

“Good choice of products, fast and efficient delivery.”

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Posted 1 year ago

🤩😍😎 We do a joy dance!

Posted 1 year ago

“Placed an order on the 13th of December 2022 and have still not received it yet and despite sending an email and filling out 2 enquiries in online support have had no response from anyone. The order had quite a few items totalling nearly £100 which I am still out of pocket for. The order did have personalised items which I had assumed might have delayed the order meaning it hadn’t been delivered in time for Christmas however it has now been over a month with still no signs of it and to not even get a response when trying to contact customer services is disappointing. Luckily I paid with PayPal and should be able to raise a dispute with them for a refund”

Helpful Report

Posted 1 year ago

Hi Johnny, Thank you so much for sending us a review here. Our customer service contacted you by email in February, but did not receive a reply from you, which is a shame. We take our customers' feedback very seriously, even if it is negative. We also learn from our mistakes and can always improve. We would be very happy to hear from you again and wish you a nice day. Cheers, Firebox

Posted 1 year ago

“Great product. Unfortunately, had to pay a ridiculous amount of tax/fees to get delivered from the UK to Ireland.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for your review. You informed us, that you had to pay extra costs here again because the delivery went to Ireland. Delivery outside the UK may be subject to local import duties, custom duties or taxes, which are your responsibility where they apply. We know it sucks. Unfortunately, we cannot advise you what these charges will be and Firebox is not responsible for them. Our customer service has already contacted you and offered you an appropriate solution. Unfortunately, you did not respond to our message. We would be very happy to hear from you again. Cheers, Firebox

Posted 1 year ago

“This item led to me having 3really relaxing hot chocolate drinks, most welcome in this very cold weather snap. Thank you so much”

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Posted 1 year ago

“I have experienced great customer service and have been respected to full degree. Unfortunately I ordered very close to Christmas and am still waiting for my order. Hoping when it comes it will fullfill my expectations! Great experience.”

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Posted 1 year ago

Hi Lewis, Thank you for your kind review and your praise, which we are of course happy to pass on to our team. 🤘 We hope, of course, that you have received your ordered item and that you have a lot of fun with it. 😋 We are already looking forward to your further orders. Best regards Firebox

Posted 1 year ago

“Quick delivery, quality items”

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Posted 1 year ago

“Getting hold of someone from customer service is near impossible. Then, they take ages to reply. Was told for a week to expect my delivery ‘tomorrow’. Then was told it was lost. Then was told it had been returned to them, and then was refused to be re-sent the order. Firebox. It’s nearly 2023. Focus on your customer service and helping people get what they have ordered. Could have easily sorted my problem but was too much ‘red tape’. By looking at the other recent reviews it seems that I’m not the only person who’s received this terrible customer service. (Adding due to reply) I did speak to your customer service, however it took over a week for this problem to be resolved which was response taking way over 24hours. I was also full on refused re delivery even though it had been sent back to firebox. This is the 3rd time that I’ve had a problem using firebox, and by looking at other peoples reviews I can see it’s been a similar issue for a lot of other people. Won’t be ever using you guys again.”

Helpful Report

Posted 1 year ago

Hello Ross, Thank you for your honest review. We apologize to you here for having such difficulties with the order. We have seen that you have already been in contact with our customer service team, and they have explained exactly what went wrong. Unfortunately, Yodel could not be relied upon, and we have initiated a refund of your order, which should have arrived by now. We're sorry again for the inconvenience and hope that you'll stay with us as a customer so that we can show you that we can do things better. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“Hi there. I gave my partner the levitos cosmos light for Christmas and after an hour of trying we could not get it to float ☹ very disappointed ... it kept pulled down to the base. Any tips for getting it to work?”

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Posted 1 year ago

“LOVE firebox. My family have used them for quite a few years; always great quirky items and decent value. Love the branding & voice; it’s informal & fun. Highly recommend over Prezzybox, NotOnTheHighStreet, IWOOT, etc. No company’s perfect though – Here are some improvement areas: The address section when ordering is not in a logical order (should be First Line, Town, Postcode), and the prompts are hard to understand because they’re not in line with the fields. You should have a Webchat function to talk to you, because emailing and tweeting is slow. The Where’s My Order page is perfunctory; it doesn’t give you an update if it’s a personalised item / thirdparty item.”

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Posted 1 year ago

“Waited a several weeks but Items never arrived. I will not have the items I ordered to give as gifts at Christmas. Non existent customer service. No reply to email and no phone number to call. No way to track package. No way to get a refund. Absolutely terrible.”

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Posted 1 year ago

“This was my first time ordering from Firebox and was hopeful of a decent setvice. I placed an order for a few items for Christmas on the 15th and payed extra for 24hour delivery. Items have not been delivered and i have made numerous attempts by email and on the website to get in contact with firebox customer service team but after three days they have still not had the decency to reply. Very poor service. Don't think I will be using again in a hurry.”

Helpful Report

Posted 1 year ago

“Ordered a Christmas gift from here early December and here and it was cancelled but I wasn’t informed so it took me emailing customer service twice to be told this. No apology or notification. Disgusting service.”

Helpful Report

Posted 1 year ago

Hi Autumn, Thank you for sharing your opinion with us here. We are very sorry that you did not receive your order. Our customer service team has already contacted you to let you know that the item you requested is unfortunately no longer in stock. We are very sorry for this. A refund has of course already been arranged for you. We are sorry for the inconvenience and hope that you will give us a second chance. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“VERY SPEEDY DELIVERY AND EXCELLENT CUSTOMER SERVICE.”

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Posted 1 year ago

“I got in touch with firebox 2 days ago as I have still not received my personalised wine glass. I am now thinking its not going to arrive for Christmas. I ordered this on 10th of December. Its simply not good enough... I have tried to put the order tracking number into your system and that is not recognised, I can't get in touch with you overall a very frustrating experience.”

Helpful Report

Posted 1 year ago

Hi Donnie, Thank you for taking the time to write a review. We are very sorry that you had such an unpleasant experience here. Your enquiry has already been answered by our customer service team via Facebook Messenger. However, we would be happy to comment on this again: Unfortunately, your ordered personalized wine glass could no longer be produced because there was not enough stock due to high orders and also insufficient glasses. Your order was also cancelled, and you should have received an email about this. The full amount has already been refunded to you. We apologise again for the inconvenience caused and hope that you will give us a second chance. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“Much like the other reviews here, I ordered from Firebox with plenty of time for Xmas delivery and haven’t heard a thing. I ordered on 13 December and 8 days later still no shipment confirmation, and no reply to any messages sent through their website or social media. Fair enough if they’re very busy but they still have time to post on social media and tell people they’ll deliver before Christmas which seems to be lies? I only bought something stupid for secret Santa so I’m not out of pocket by a lot, but they sell a lot of expensive stuff so it could be very inconvenient for others so please be aware if you’re thinking of buying something big.”

Helpful Report

Posted 1 year ago

Hi Kylie, Thank you for taking the time to leave a review. Your questions have already been answered by our customer service team via Instagram. However, we would be happy to comment on this again: We understand your frustrations, particularly as it was so close to Christmas. You have ordered an item, which is sent directly from our supplier, and it needs more time. According to Royal Mail, it has been delivered on the 22nd of December. We wish you happy holidays and a happy new year! Best regards Firebox

Posted 1 year ago

“Clunky and dated website led to a very irritating experience ordering. Had to wait for everything to load, numerous pictures didn't even bother loading in the end. Had to try and process my order twice (spinning circle of death waiting for processing). Couldn't add the magnetic 18-1 multi-card gadget to my shopping cart either - computer said 'no' .... Just an abysmal experience considering my experience for other websites recently. Oh yes, and entering the address for the delivery ... only 35 characters for the main address and then you ignore the county entry and then muddle up the address structure, so the city comes after the postcode???”

Helpful Report

Posted 1 year ago

“The same experience as many others on this site have detailed. Company appears to be in meltdown. Order placed, charged, no confirmation via email, no communication, no response to email or social media. Completely let down for Christmas and utter waste of time and energy. Now have to contact credit card company for chargeback. Embarrassing and shameful company.”

Helpful Report

Posted 1 year ago

Firebox is rated 4.4 based on 4,593 reviews