Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.40

4.4 Rating 4,744 Reviews

84 %

of reviewers recommend Firebox

4.4

Based on 4,744 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Email

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 1 star review on 20th August 2026

Anonymous // 01/01/2019

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

“Don’t trust the delivery times. They say 2-4 working days but that’s from dispatch, and it takes a week to dispatch. I ordered something last Friday estimated delivery 29th (2-4 working days later ) and it’s still not even been dispatched 4 working days later. Just advertise honestly on your website and I would have paid for next day delivery but because the delivery estimation was in time I didn’t think I needed to. Now I don’t have the item I need in time and have had to shop elsewhere. Seems silly to disappoint your customers because you are being greedy trying to look “competitive” when you aren’t. If you were just honest in your estimations you wouldn’t upset customers.”

Helpful Report

Posted 2 years ago

Hi there, We appreciate you taking the time to write an honest review and giving us a detailed view of your situation. We are very sorry you had such an unpleasant experience with us. Your inquiry has already been resolved, but we would like to apologize once more for the inconvenience. During the black week, we were experiencing higher-than-usual demand and this has impacted both our Operations and Customer Support Teams. We are so sorry you were on the receiving end of this. We hope you can give us another shot and prove that we can do better. Kind regards Firebox

Posted 2 years ago

“I ordered 5 items and received 4, with a packaging slip that lists one of the items wrong, yet that wasn't included anyway, so i'm missing an item and about 1/3 of the value of my order. I've had no reply as of yet. Update as of Jan 2024: Firebox did refund me on the missing item after going through support, though they did not send/email any kind of coupon or voucher as they have claimed. I can't attribute a reason for that as i don't know if it's incompetence on the part of Firebox or just a lie at this point unfortunately.”

Helpful Report

Posted 2 years ago

Hi there Thank you very much for taking the time and submitting an honest review of your experience with us. We are so sorry that you had such a hard time with your order. The inquiry has already been answered and solved by our customer service team. Nonetheless, we would be happy to comment on this once more: Due to a bug in our system, the item you were missing was not imported into your order, causing your parcel to be incomplete. We have refunded you this item, as well as shared a coupon, that can be used for your next purchase. We apologize again for the hassle and hope that you will give us another chance to make it right. We wish you a happy new year! Best regards Firebox

Posted 2 years ago

“The quality of the product is very poor”

Helpful Report

Posted 2 years ago

Hi there, We can't thank you enough for honestly sharing your experience here! We've shared this with our Product Team to keep in mind and revise with the manufacturer. I've reached out to you directly to see if there are any defects on the product or if we can help you return it (we offer free returns for up to 100 days). Looking forward to hearing back from you! Best regards Firebox

Posted 2 years ago

“Awful service. My package was put in my bin without any acknowledgement (no note through the door/email). When I contacted firebox to say it wasn't delivered, I was told it was and that it wasn't their issue that the delivery driver hadn't notified me and maybe I should check my bin more regularly. I pointed out I wouldn't rummage in my bin daily on the off chance and was told this wasn't their problem. Will never use again. The gift I ordered is ruined and wasn't cheap.”

Helpful Report

Posted 2 years ago

“order came ok but i’m sick and tired of being spammed asking me to review the order, and there isn’t an opt-out/unsubscribe button on the emails. to submit this review i have been forced to provide my email address so that no doubt i can be sent even more spam.”

Helpful Report

Posted 2 years ago

Hi there Thank you so much for your honesty here, we apologize for sending you so many e-mails. We forwarded this to our Developing Team to make sure we don't spam any customers since this was never our intention in the first place. We're sorry again for the inconvenience and hope that you'll stay with us as a customer so we can show you that we want to do things better and always give our absolute best to achieve this. Kind regards Firebox

Posted 2 years ago

“Items arrived late, despite being sentan email saying they has been delivered , when challenge later apologies came, such a shame but there are lines on the printed socks , guess there's not much I can do with them now”

Helpful Report

Posted 2 years ago

Hi Charlotte We are really sorry that you did not receive the quality you deserved. This was definitely not fair and you should have not been sent the socks in this condition. We have refunded you the full amount for it. Massive apologies for the inconvenience!

Posted 2 years ago

“I uploaded 2 photos, seen how it would look. I was happy .. It arrived and only one side was printed. Support said I only uploaded one. Very disappointed and support were very dismissive. No apology.”

Helpful Report

Posted 3 years ago

“There was a problem with the order, it’s arrived very late, Customer service was not helpful at all, and this was a present for someone and missed their birthday. I’m very disappointed”

Helpful Report

Posted 3 years ago

“still haven’t got my Parcel, was supposed to come in 3 days but it’s been 4 weeks and I still haven’t received it”

Helpful Report

Posted 3 years ago

“I ordered wrapping paper for my boyfriends 30th 2 weeks ago, I never received an email to say it had shipped so I have chased via email and comments box on their website and received no response, I then sent them two messages on Instagram and these were ignored. I then commented on a recent photo they had posted asking if somebody could please respond to my emails/ messages and they blocked me. It wasn't a rude message! It was really expensive so am quite upset that it hasn't come and the customer service has been so bad. I've no idea how to even begin to get a refund now either as there is no response from anyone.”

Helpful Report

Posted 3 years ago

“Cost me all in all near £30 to deliver two cups. The quality of the cups. Where awful full of scratches”

Helpful Report

Posted 3 years ago

“They took my money but didn’t deliver my order and not replying to my emails”

Helpful Report

Posted 3 years ago

“Paid for next day delivery and the order took well over a week to arrive”

Helpful Report

Posted 3 years ago

“Bad customer service - emailed twice regarding my damaged/broken product on arrival. Haven’t heard back from anyone about how to get a refund or replacement… it was for a friends special birthday, and I’m very disappointed.”

Helpful Report

Posted 3 years ago

“Horrendous service. I've used firebox 3 times. Twice they've been unresponsive and not helpful in any way, shape, or form. This most recent time, I ordered around a week and a half ago. I got the confirmation email. The money's been taken. Radio silence from Firebox since then. Not a single response on any communication channel, not twitter, not email, not contact forms. I'm getting serious doubts as to whether this company is still operating at all at this point.”

Helpful Report

Posted 3 years ago

“Products were great customer service was the worst I've ever had. Ordered it to arrive before somebody's birthday but never turned up. So I emailed 3 times to see where it was and when arriving. Only got a response on the day of delivery. Don't even get compensation for late delivery”

Helpful Report

Posted 3 years ago

“I loved the product but upon delivery I noticed the box was not quite perfect but assumed the product would be wrapped inside. I gift wrapped the box as it was a birthday present. When the present was opened the poster was just wrapped in a piece of tissue paper and was creased and spoilt the look of the poster.”

Helpful Report

Posted 3 years ago

“I’m afraid the items never made it to the house - and although it said ‘Delivered’, the house has a camera and there was no footage of it being dropped off.”

Helpful Report

Posted 3 years ago

“Damaged box and contacts no not even in original box and part missing. Shocking never using again”

Helpful Report

Posted 3 years 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 3 years 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 3 years ago

Firebox is rated 4.4 based on 4,744 reviews