Firebox Anmeldelser 

Received a product on 6th December damaged. Contacted Fire Box via emails as advised to do via the website. Then further by the online support then a third time via WhatsApp. I still have had no response.
Product was a framed personalised photo which was plastic covered and not a glad frame and has a crack right across the photo. The photo also came damaged that was in side the frame.
Due to the lack of response from Fire Box and the damaged product I would not recommended at all.

I was so shocked, I ordered as saw the glass I wanted as an advert, then read the reviews and regretted it straight away! Wasn't expecting the product after reading so many negatives but it arrived within a week of ordering. So pleased with how it turned out too.
Didn't get confirmation straight away so that added to the worry however did receive it and then got details of it been posted too.

Ordered Christmas gift which arrived damaged. Have emailed twice and used WhatsApp service to no response. Will not use again

I’ve used firebox for years and have always loved the items, however I placed an order and after a week of not hearing anything I then got told majority of my order was out of stock and only 2 of my items were in stock
I emailed back and said they were not needed as they were only small add ons to go alongside other presents
The parcel arrived and I emailed again but just getting ignored my customer service. Extremely disappointed as I’ve spent a lot with firebox but will be looking elsewhere now for future presents

Firebox took my money (order 40000288504) and failed to deliver part of my order last week. Since then, they’ve ignored every single message I’ve sent — email, contact form, Instagram, Facebook. Not even a basic reply.
A company that won’t deliver what you paid for and refuses to communicate is not one to trust. I’m now having to reclaim my money through my credit card because Firebox won’t lift a finger.
Avoid — their customer service is non-existent.

My order took 11 days to arrive. Tracking said it had gone to an industrial estate and sat there for a further four days before it was finally sent out. On receipt of the package, I found one ordered item missing and one was damaged, as though someone had already opened it. I have contacted Firebox via their online form and email but have not had any response whatsoever except for an automated satisfaction survey. Absolutely dreadful company with dreadful customer service! Will never use them again! 😡

I placed my order on 23/11/25 and was advised it was delivered on 04/11/25, they e-mail stated it was delivered to an industrial estate and not my home as requested, they have ignored my e-mails and the what's app i have sent, i wont be using firebox again.

I ordered an item 5 days ago and I have had no update on it at all. I am also unable to access my account and the company has not responded on WhatsApp or email. It seems like a scam.

I would give no stars if I could.
My order was undeliverable due to an error with my address - on their part, not mine. I have tried contacting them via chat, email, online form, you name it. Not one single response, beside an automated one. They have my money, I can't seem to get the order resent or a refund. What a scam!

After I placed my order I realised I had made a mistake in the personalisation. Shiri from the Customer Services team was fantastic, quickly resolving my issue and also following up with me. Excellent customer service!

Ordered over two weeks ago, and I've received no update on my order. Estimated delivery was 3-6 working days.

Not good communication and really slow. Hoping it's not a scam.

Order late, then when chased up querying why - the lazy customer service representative was just copy and pasting my questions into Ai for answers... Talk about professional. Thanks Steven.

I'd highly recommend not using this company, plenty of others out there with care for customers and that get orders to you on time.

I placed an order. I havnt received the order. You have taken the payment twice and charged my card twice. I have tried to contact you via email and no response, whatsapp and had no response, social media and had no response and the telephone number is not valid. I feel like this is a scam and I will be contacting trading standards

Alhamdulillah food is delicious and fresh.
Definitely go try it yourself. You won’t be disappointed. 😋

I almost didn’t order due to these reviews, I rely on Trustpilot to let me know which companies to avoid! I took the plunge and am so glad I did! Goes to show bad news travels faster than good. The tracking was amazing but I was concerned when this was delivered to another warehouse in the UK, reading the delivery information this is clearly confirmed. The item arrived the next day, Communication from them was great! Highly recommend ordering, I’d give more stars if I could! Thank you!

I ordered few items and one arrived broken. Firebox could not have been more helpful. A new one was sent and communication was outstanding!

Thank you firebox!

Fantastic personalised item and really professional and helpful customer service, very impressed with this company, would highly recommend.

Felt compelled to come and review after the negative ones I’ve read! Ordered two of their personalised beer glasses on 12th august and they were shipped 21st that’s 7 business days which I think is perfectly reasonable for personalised items. They arrived today (22nd) and they are brilliant quality even nicer than I anticipated. Also great value offering a reduced price for multiple items. Would totally recommend just remember to order in good time if you are personalising a gift!

Was a bit unnerved from all the negative reviews but this site’s actually pretty good. Ordered a custom beer stein and it came a tad later than the estimated delivery stated but still arrived. Product is good quality for the price

I have personally had a great experience with Firebox

One thing I would say, would be to provide more accurate and realistic delivery times and be clear that personalised stuff takes longer, may help to improve reviews

I placed the order on the 3rd of July and received my personalised order on the 16th

The reason I am giving the 5 star review still is due to the customer service provided and the quality of the product, when I emailed/whatsapped to enquire they provided an extremely detailed response on the same day

The explained the process, provided me with an update as to where my order was and how much longer I could expect to wait, information was detailed and precise

I ordered the personalised "birra di" glass and am extremely happy with the quality and excited to give it to my mate for his birthday

Thanks again