Firebox Reviews

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

4.4 Rating 4,720 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,720 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 68%
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

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Was not told how long it was going to be”

Helpful Report

Posted 1 month ago

“Unfortunately lack of communication about my order. Order was delayed but I wasn’t informed. I then was told i would be emailed when it was shipped out. I wasn’t. I’ve waited 3 weeks for my order with no communication to say it was delayed which would have been really appreciated.”

Helpful Report

Posted 4 months ago

Hi there, We can't thank you enough for honestly sharing your experience and we're sorry for the delays over the holidays! For these personalized items, we estimated 7 working days for personalized orders to be fulfilled, though slight delays in production can happen occasionally. We're sorry these delivery delays weren't communicated and this one arrived after our original estimate. If there are any further questions, please reach out as we'd love to help.

Posted 2 months ago

“The items received were damaged at the time they were packed up into 1 box.”

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Posted 1 year ago

“I was honestly quite gutted.. the item's packaging I got was crushed into a box of the same size, it was meant to be a Christmas present.. first time I've ever had a bad order from Firebox so won't stop me re ordering in future but disappointed.”

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Posted 1 year ago

“Doesn't deserve even 1 star no answers to my e mails parcel still no sign of my parcel still at yodel bay since scanned on 2dec. So annoyed Dec 12 e mail from firebox apologising confirming yodel lost my parcel asking if I wanted refund or sending another order. Requested another order providing it can be delivered before Christmas. 2 stars as they have finally answered my emails”

Helpful Report

Posted 1 year ago

“Ordered 2 pairs of socks each had my dogs faces on ( 2 dogs different faces on each pair) for stocking presents for wife and daughter one pair was correct the 2nd had a young girls face , not much use now I am told I might not get the correct ones in time. Not happy”

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Posted 1 year ago

“The mug I received wasn't heat changing as I thought and the delivery note said it was too. I was offered a token to use against another product but this meant I was spending more and I wasn't prepared to do that. Wouldn't use again.”

Helpful Report

Posted 1 year ago

“I ordered the goods but the deliveries were not made after chasing the delivery for 3 days straight with yodel without any joy. I contacted firebox who recalled the order i was left without goods i ordered had to buy similar goods elsewhere and am still waiting for the refund. The person who responded from firebox was helpful and quick to respond which is why i have not given a 1 star rating, but doubt I'll order from there again whilst they still use yodel to deliver. This is the only order i have had issues with from all my online orders in readiness for xmas.”

Helpful Report

Posted 1 year ago

“There is a problem with your courier. They just left the package on the doorstep in full view of passers by. They didn't ring the doorbell or use the door knocker. It was lucky that I went out and saw the package before it was nicked.”

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Posted 1 year ago

“Bought this for my nieces birthday. Ordered it knowing that it might be delivered the day after her birthday. After having to chase where it was when it was 4 days late and being told it hadn’t left the warehouse it finally turned up 5 days later. Not impressed with customer service as was told to leave it a few more days and contact again if it hadn’t turned up.”

Helpful Report

Posted 1 year ago

Hi Louise We appreciate your honesty and the detailed review. We are so sorry for the delay you had to experience, we have passed this on to our warehouse because we want to make sure this does not happen anymore. Our customer service can only give you a detailed view of your order, once it has been shipped. At the time, your order was still in production and had just been processed, therefore we thought it would only be fair to tell you to wait a day, than to promise you something we can't keep. We are so sorry for the inconvenience you had to deal with! Best regards Firebox

Posted 1 year ago

“Great products, hilarious range, perfect for gifts, good-humoured, prompt dispatch, well-packaged, and then... eye-watering extra costs for delivering to the EU. Very negative aftertaste when you're forced to pay the Courier Service an additional 3-digit fee for Customs Clearance. Fine if you're in the UK. NOT FOR OUTSIDE THE UK.”

Helpful Report

Posted 1 year ago

“Product was OK but like other reviews, it's the customer service aspect that lets them down. Wouldn't use them again.”

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Posted 1 year ago

“items were cheap compared to the box value. has several mystery boxes over the years which were all fun and good value. this plant themed one had a selection aimed at children.”

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Posted 1 year ago

“Ordered something well in time for fathers day and did not arrive on fathers day and was told it was because they had a lot of orders and gave me a 20% off code. Well fathers day is every year so think it should have been better organised”

Helpful Report

Posted 1 year ago

“I came to Firebox primarily to order the desk-sized Henry vacuum, since it's absurdly priced on Amazon. I ended up liking some of the other products & ordered them too (all as gifts for my husband). However, It ended up costing me MORE to order Henry through Firebox, and the shipping process was a major headache. Despite liking the variety of products offered, I will most assuredly NOT be shopping through Firebox again. First off, $200US for free shipping is a RIDICULOUS limit to try to reach. So I forked over $19.99US for shipping on my ~$45US order. However, Firebox didn't charge appropriate Canadian taxes on the items during checkout, so DHL then tried to charge me ~$6CDN in duties & ~$20 in "customs brokerage" fees. Yes, that's right, they were holding my parcel hostage in an attempt to force me to pay almost the same amount AGAIN for shipping (which was already almost half as much as the actual order itself). To make it clear, I have no problem paying the duty itself, it was the extra fee that got to me. I paid for international shipping, which OF COURSE includes dealing with customs, so this was merely an attempt to conceal actual cost & hoodwink me into placing the order thinking that I would be paying X amount, only to increase it later. I ended up having to go to the customs office myself & pay the import taxes directly to avoid this insane price gouging (as a side note, DHL also calculated the duties incorrectly...I only had to pay ~$3CDN, not $6). Lastly, a small beef, but I figured I'd tack it on: Products are not available in $CDN, only various European currencies + $US. I get it, it seems like a small-ish company that operates mainly in the UK/EU, but it would be nice to not have to pay a FTX on my purchase.”

Helpful Report

Posted 1 year ago

“The items arrived basically in tact, but the delivery box was opened, and ransacked by someone along the way. The larger, outer box was opened and haphazardly resealed with parcel tape, and all items inside had been unwrapped and put back in an appalling manner. A complaint was put in to the currier service, but no one has come back to me since.”

Helpful Report

Posted 2 years ago

Hi Shannon, Thank you for your review and for sharing your experience with us here. You have already been in contact with our customer service team via email, and hopefully they were able to help you. We are very sorry that you received your order in such a disastrous condition. This shouldn't happen and we are also horrified at how your package arrived. Yodel definitely did not do a good job here. However, we hope that you are happy with your order and that we will see you in our shop again in the future. Cheers, Firebox

Posted 1 year ago

“The package was left on the doorstep in full view of the street dispite requesting it be left with neighbours if nobody was in. Packaging was badly damaged and was not even sealed. Only the postage sticker was holding the box together. Item itself was undamaged. The issue was with the delivery not with the item or shopping experience.”

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Posted 2 years 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 2 years 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”

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Posted 2 years 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 2 years ago

“Bought two items, one was great and the other was much worse than the picture”

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Posted 3 years ago

Hi, Thank you for your honest review. We are sorry that you are not satisfied with the quality of your item. Of course, this is annoying. We will inform our purchasing department accordingly. Our customer service has already contacted you and offered you a refund. We hope that you agree with this solution. We apologise again and hope that you will remain a customer here and give us a second chance. All the best Firebox

Posted 2 years ago

Firebox is rated 4.4 based on 4,720 reviews