Allison J.

I ordered the Headcase from here as a Christmas gift on December 10th. I did not receive my order until yesterday, January 12th.

When I first reached out to Firebox around 1/6 I looked up reviews for the site and my heart sank. Luckily, I paid via PayPal and I instantly filed a dispute. Customer service only communicated to me via WhatsApp, and I firmly believe the only reason I eventually received my order was because of my open dispute with PayPal.

As I communicated with customer service, I requested a tracking# for my order once it was shipped, and they told me they could not ship the item with an open dispute, and if the dispute continued they would have to cancel my order. I agreed with the terms, and told them to go ahead, cancel my order and refund me. Here is where it got suspicious. As I tried to get details about cancelling and the refund, they again wanted me to close the dispute which I refused to do so. The day after I directly asked them when I could expect to receive my refund, I received a shipping notice in my email stating I'd receive my item 12/14-1/3. How is this possible when customer service told me items ordered after December 9th were not in production/manufactured until 1/6? That raised alarm bells for me and I escalated my dispute to a claim.

The issue was resolved rather anticlimactically, I received my purchase. The quality is okay, and my gift recipient was thrilled. However, I will not ever order from here again due to their shoddy communication and downright suspicious activity.