FireStar Toys Reviews

I ordered a Lego Star Wars minifigure which was quite expensive at £23.45 (including the £1.50 postage fee) but it never arrived in the post. I usually chase when anything does not arrive in the post after about a month to two months but for whatever reason I had this on my list as not arriving but forgot to chase.
It has been about nine months since the order was posted by FireStar Toys and I contacted their customer service email to explain the problem but their policy is that if "any missing or lost orders are reported to us within 12 weeks of your dispatch date, as we cannot investigate packages beyond this time" there is nothing they can do.
Most companies would offer a refund at very least (maybe not including the price of shipping) even if realised never arrived but this is very dissapointing, even though I appreciate I mistakenly left this for 7 to 9 months.
I will seriously think twice before buying anything again from Firestar toys as I was a relatively good customer of theirs over the years. This has happened twice now where no refund or replacement order provided when lost in post
Kind Regards
Stuart

TLDR: Don't buy from these guys if you're US-based, want to receive your order, and want good customer service.

I ordered back in mid-November 2022. I received an email about 3 weeks later informing me that I would be notified when my package shipped. A month went by and I heard nothing. So I reached out to their customer service who then provided me a tracking number via their carrier, Royal Mail -- they also told me there was a holiday strike and various issues with Royal Mail so my package could be delayed. Umm...ok. So, my package supposedly made it as far as New York before getting sent back. I reached back out to customer service in December 2022 to request a refund and they informed me they would have to receive the parcel back in hand before refunding me. So today, January 25, 2023 (yet another month later), I reached back out to their customer service only to be told the following, "When an order is returned to sender, it can take the same amount of time or longer to be returned to us than the first attempted delivery to you. This is due to this parcel not being a priority delivery for the courier. Also, due to the continued Royal Mail industrial action and the recent Royal Mail cyber-attack, we are currently seeing further substantial delays in Air Mail Tracked delivery times. Once we have received the parcel, we have to input these details onto our system for us to then be able to contact you regarding redelivery. In the meantime, we have updated your delivery details for you so they are now correct. We appreciate your understanding and patience whilst we wait for the parcel to be delivered to us."

Umm...guys, hate to break it to y'all, but I ordered through Minifig Me (also UK-based), paid for their DHL courier service and received my package with full updates and tracking at every step all within 2 weeks!

At this rate, a solid 2.5 months later, I will be surprised if Firestar Toys provides me with my refund, and I recommend them to no one, ever. Want Lego bricks and parts in the US? I've had great luck with Brick Owl or Toys Pro. Want cool custom minifigs from the UK? I can't recommend Minifig Me enough! But if you value your time, money, and sanity please do not order through Firestar Toys.

Update 02/02/2023 -- Firestar has replied to this review claiming they have refunded me. Upon reviewing my account the return is pending, *finally*. It took 3 months to get this resolved since I ordered. The last customer service person I spoke with was unfortunately unhelpful, and towards the end of our conversation, I found them to be somewhat passive-aggressive. I'm grateful this is resolved.

The best Lego store out there they are always nice, kind, respectful and helpful they don't scam and they always answer if I'am wondering about something I see that someone if hating for no good reason and that's kinda strange but regardless of that Firestartoys are great.

I have brought from this website 3 times and not had a single bad experience. all parts were in good condition and shipping and packaging was fast and secure.

the prices are sometimes high but to have access to different accessories, figure parts and figures (custom and non custom) from different companies is very handy.

I would highly recommend!

FireStarToys sell top quality lego parts, custom printed mini figures and accessories. They have thousands of great items to offer. Some of the mini figures may be a bit pricey but they are totally worth it, along with all their other products. The postage was excellent and item arrived in 3 days. Sometimes they do send a few too many emails, which can get on my nerves. Overall, it is a very good website and I would highly recommend it, if you can afford the prices!

UPDATE FEB 2, 2023 Once again I'm still being harassed by Trustpilot to show them proof which I've sent several times now. I mean if they can't read the companies name on my bank statement and see how they took the money and my bank gave it back that's on them. They are now saying this review is "flagged" and think it's made up. This shows you can't trust their reviews being they want to come after people a year later for proof knowing if their bank refunded them they most likely won't have kept other information. I don't care if the company wants to make it "right" a year later. Maybe if they tried to do this a year ago my son would have got the stuff he ordered without excuses and blaming my spam folder. More likely the company was blocked after we called their number and got no where and couldn't get any answer any of the ways we tried to contact them.

UPDATED Jan 24. AGAIN it doesn't matter if you now want to fix an issue 8 months later! There is nothing for you to fix! My bank stepped into protect me and get my refund. How dare you come at customers almost a year later because you don't like the bad review you have and say it needs to be taken down. Any company that is based on reviews doesn't get to say "well the company is messaging you almost a year later so let's delete the review." The fact it has been a year and you're worried about this now and not back when you were sitting on my money, back when I tried to reach a human being and couldn't, speaks volumes that you wait 8 months hoping the customers don't have any information still so your company "looks" like it has no bad reviews by getting them removed. Don't lie saying one minute this was sent anonymous and you can't contact me, now all of a sudden that you're contacting us but it MUST be going to spam because we aren't answering you. I don't need to answer you 8 MONTHS LATER! However, remove a review so others can't be warned is ridiculous. People have every right to see what my experience is with your company.
Update: It is now Jan 22, 2023 and I wake up to an email from Trust Pilot (which I will keep) basically saying if I don't give them a reference number and all this information my review alerting people what the problems are will be removed. This purchase was 8 MONTHS AGO and you're just now addressing it! I made the purchase in May of 2022 and left the review when we heard zero from the company about our purchase, couldn't call, couldn't email and get any responses, and had to have my bank handle it. I see they responding trying to give me other information, but we followed what was listed on their website and got no where with that information. Our call didn't go through and we couldn't reach anyone. Thankfully it was made on a card and I still have all the information needed. If this gets deleted I will just make another post. I don't believe any reputable site should need your name, phone number and other personal information and claiming the company is trying to make it right. They shouldn't need to "make it right." It should have been delivered with no issues and not having to chase my bank down for a refund. This site shouldn't be trying to message me now 8 months later telling me to provide what they want to it will be deleted Now I wonder how many other reviews have been "removed" by this site, because people had to go through their bank and gave up with this company, left a review, and were approached almost a year later, and at that point didn't bother since they got their money from their bank. Had reviews not been removed or able to be removed I would probably have never made the purchase and saved myself a whole lot of trouble. Horrible business practices from this both the business and this site. I will never trust another review off this site after that.

My son placed an order last month. My route app and his information is showing that Chicago has been waiting on this package and it has yet to ship. We paid extra to track it and thats all it says is the company still hasn't sent anything out. I've emailed and received no response and I tried calling their "toll free number" which won't go through. I've now started a dispute with my credit card since not hearing anything in over a month is ridiculous. With route any item I purchase I can see exactly when it left a place, where it is at, and when it is set to arrive and with this place it's not showing they have done anything but take my money.

Terrible company my order did not come and when I asked in the chat was told to email customer service I received one email telling me to Confirm name and address then heard nothing back would never use again.

Made a few orders and all have been great, amazing selection of items with reasonable prices. Great experience with their customer service.

They have great lego figures und everthing else about lego. My wife and myself were really happy. We will sure buy something in near future again.

Awesome website. They have a great variety of items available and I am a regular customer. If you ever need to speak to the support team, they are super helpful as well.

Got what I ordered (Lego Batman minifigures), within the promised delivery time. So Im a happy customer and will buy from them again.

got all my lego item,s today thank you

This store has great custom parts they make in-house in addition to a large catalog of regular Lego items. The customer support has been flawless for me so far. Their prices are a bit high but they run very frequent email promos so make sure you're signed up to their newsletter.

The choices of LEGO parts is amazing! The only thing I wish they did have is a custom torso with a picture of choice on it. The prices are pretty good, and the shipping is a lot better than some other LEGO parts retailers. From their place in the UK to the US (Florida for me) it took 9 days, for anyone wondering. The part quantities are hand-checked for maximum customer care. They seem really friendly too!

I purchased numerous Lego minifigures due to their range, competitive prices and availability.

The item was shipped from Sweden, well packed in a large box and delivered in a very short time.

Each minifig was packed in a separate bag. The paper with my order was hand-marked to assure that someone checked no item was missing. There was even a special mark for those items of which quantity was larger than 1. I really felt assured that the order was complete and indeed no item was missing. At the bottom was a stamp with a company logo and a name of a person who checked and packed my order - very nice touch.

I do recommend this shop for Lego minifigures and accessories.