Firebox Anmeldelser 4 869

Emailed them as I didn’t receive the 10% discount code for signing up to the newsletter. First response was that I’d previous had the discount and they wouldn’t be giving it to me again (very rude reply) - I never received it.
So I went back and said this, then got another email saying that the discounts on the site in the Mother’s Day sale were better than 10%… The items I wanted to purchase aren’t in that sale and wee for father day…
How hard is it to just give your customers 10% off, as promised, for signing up to the newsletter?!
I’ll be taking my money elsewhere!

Great fun items, had an issue with a faulty item they responded and replaced it very quickly. Will definitely buy from them again

I ordered personalised Aperol glasses which look great. I do love them. However with postage it was fairly expensive and it took a long time to arrive and I started to worry that they wouldn’t come before Christmas but they did.

It seems many of these bad reviews are people blaming Firebox for mistakes couriers have made, combined with not utilising the proper contact options on the website. Even some of them theyve used them for years all good,leave nothing, then have one single bad experience and then choose to leave a review. Ive used them for years and they have always been brilliant.

My recent order UPS messed up with transport of a personalised item, which they sorted proactively, then when they dispatched the main order Evri lost track of it for over 2 weeks. None of this was their fault. During this time they were quick to respond, and quick to check the tracking and issue a refund, with a discount voucher as an added bonus.

I used the refund to re order items and during this time the original order arrived. Again, they were quick to respond and solve.

Great unique products, prompt and effective customer service and will definitely use again.
If you are having issues getting a response, I advise you use the main contact form on the website.

Have used Firebox before but no longer.
Truly appalling customer service. Misleading information, indifference to it being a Christmas gift.
Finally gave in and asked for refund for my missing order. Silence.
Please avoid this mob.

No response on questions.

Ordered a Secret Santa item on 14/12 thinking it would arrive before Christmas, as advertised.
Instead, they initiated a shipment without ever handing over the goods to the courier service.
It's now 30 December, the tracking has been disabled because they failed to hand over the goods and I am left completely in the dark.
Luckily I paid with Paypal and have gotten a refund.
Thank you Paypal, F you Firebox/Radbag.
Never ever again.

Arrived within two weeks. I was initially disappointed after reading online comments saying items hadn’t arrived, which caused some concern. The tracking information was a little confusing—it showed the item reaching the docks and then appeared to stop. However, if people read the email carefully, it does explain this. After that, the tracking doesn’t update and then the item randomly arrives at your door. Maybe add tracking info to show customers the item has left the docs and is on route?

The product itself is exactly as described and I’m very happy with it.

I think the company may not have anticipated how busy they would be and may have oversold. In the future, they should ensure their delivery system can handle demand and that they have enough staff to respond to customer concerns online. It’s not a good look to see so many disgruntled customers online with no response, other than comments being turned off.

Unfortunately, I think the reputational damage has been significant. An apology post and some transparency could go a long way toward salvaging trust in the business.

SCAM!
Ordered 4 personalised items end of November! Still no sign now and it's end of December. No meaningful response to any communication just AI responses. Avoid at all costs. Don't give these cowboys your money!

Same as most on here, ordered late November for Christmas delivery. By 20th December no item received. Went on their customer service psge sent a messsge, no response received every day (it’s now the 29th) went on love chet every day no response received. Still no sign of my items. Totally shocking customer service and I now have to get my bank involved to get my money back.

I was sent the wrong personalised glass and it was a Christmas present so deeply disappointing, what has been even more disappointing is that I have emailed 3 times, WhatsApp’ed 7 times each day a new message and even though their website states they will get back to you on the next working day at the lastest they have ignored every message I have sent. Every time I message I get an automated response that is then not followed up. I will never order from here again, the customer service and service in general is disgraceful!

Would give it a zero if I could don’t buy from here absolute scam!!

DO NOT ORDER FROM FIREBOX

Their customer service do not reply and they delivered my product several weeks beyond the promised delivery date. After reading all the bad reviews, I tried to cancel my order but they ignored every one of my emails, messages and live chats. Worst customer service I’ve ever dealt with. The product arrived late and is sub par quality. I have tried to get a refund but they do not reply. DONT ORDER FROM THEM AS THEY DO JOT RESPOND.

I ordered a personalised beer glass early November with delivery due approximately 10 days later.
I received an email saying it was shipped from the warehouse in Vienna & would be notified when in UK.
Then received email saying it had been delivered to a trading estate in UK & received by Lucas !
An email the following day asking me to review my order !!
I emailed & had no response whatsoever & having read comments on Trustpilot & the Facebook page , I resigned myself to thinking I’d been scammed 😔
HOWEVER to my surprise my parcel arrived on 19th December 🙌 and I’m really pleased with it ( & husband was made up with it on Christmas Day! )
So Firebox is a genuine company - not so great with communication but I did eventually receive my order.

I ordered a personalised picture, it was about 2 weeks later than expected (emailed them and they were responsive to say it was in its way). However, when delivered it was damaged so emailed and they said they couldn’t get another one delivered before Christmas (was a gift), offered a refund, which I accepted, however, I never received a refund, so I emailed them again as needed the refund to buy replacement gift, but zero response. So be warned, do not buy from this business as nothing but hassle when they can’t meet their own delivery expectations or correct when a quality issue. Gutted as couldn’t provide gift as planned and no refund received.

Personalised beer glass, faded on the outside and clear on inside almost like it was done the wrong way around? Not the worst, just a little disappointing but glass quality seems ok.
2.5/5 not like the photos but not terrible, probably wouldn’t recommend though

Really slow and things arriving after Christmas when I have placed the order 15 days ago. Issue me back the refund

I ordered a personalised cup on 6th December. A Christmas present. STILL not dispatched
Awful and terrible disgraceful service

Non existent customer service - no one replies. My parcel has gone missing after ordering it 3 weeks ago and I am yet to speak to anyone having sent several emails and messages. Had to dispute the my payment with my bank as that’s the only way I’d be able to get a refund. P.S. since I’m here if you’re going to create personalised items perfect for ‘all’ - add options for darker skin tones. That’s a huge rookie error.

If I could give 0 stars I would. Ordered a personalised glass on the 23rd November & still not arrived. I have had 3 emails with tracking by ups & that states it’s arrived but…..
I have made several attempts to contact the company & no replies.
I will avoid this company at all costs!!