Firehouse Shirt Club: most-reported complaints
Automated analysis of 313 public Trustpilot reviews published 2022-09-02 to 2026-09-10. TrustScore 4.8 from 2,577 total reviews — see the Trustpilot page. Quick answer: is Firehouse Shirt Club legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, late deliveries, failed deliveries, and items not matching their description. Faulty products account for 27% of the 93 complaints identified, with reports showing a falling trend. Late and failed deliveries each represent 20% and 19% of complaints respectively, with both categories showing a rising trend. Additionally, 19% of complaints cite products not as described, a category with a flat trend.
How to reach Firehouse Shirt Club
These are the contact details Firehouse Shirt Club publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2020-10-29, uses Trustpilot’s paid features, and last replied to a negative review on 2026-01-14 — more than six months ago. Trustpilot ranks it 2 of 10 in T-Shirt Company. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.7★ on Google (671 reviews)
TrustScore over time
4.8 → 4.8 across 3 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Severity: 5% of this company’s 93 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 8.0 days between the experience and publishing their negative review (109 reviews record both dates).
Measured reply time: across 56 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of 7 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 56 company replies to negative reviews analysed, 43% engaged with the specific problem and 11% were generic templates.
54% of its 194 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 27% of this company’s complaints vs a 25% median across 142 ranked companies in its sector.
Review velocity: 171 of this company’s 2,577 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about Firehouse Shirt Club?
Faulty product
25 reports · 27% of complaintsfalling“have only received one patch.”
“I was not impressed with the shirt quality or thickness.”
The company replied on 2024-05-02: “Hi Craig. I wanted to reach out and address your feedback because we rarely get low reviews, and I want to be sure we've addressed your concerns. With regard to the Premium shirt quality, yes, the…”
Our classifier read this reply as a deflection.
“The most recent shirt I received had a hole in it.”
The company replied on 2024-04-10: “Hi Donald. This is Jim. I noticed the low review you gave us before you reached out to our customer service. It looks like you contacted our customer service team on Saturday at 1:24 pm, and we…”
Our classifier read this reply as a deflection.
Delivery late
19 reports · 20% of complaintsrising since 2025-02“It was supposed to be delivered days ago. It still hasn’t came in”
The company replied on 2025-09-03: “Hi Aiden. We take all reviews seriously, and I appreciate your feedback. However, I have a hard time understanding reviews like this, where it appears the review might be better suited as a review of…”
Our classifier read this reply as a deflection.
“Delayed a month from time payment was received till it shipped”
The company replied on 2025-02-04: “Hi Terry. During a typical month, we ship between the 20th and 25th. January was not usual for us, as were many areas throughout the country. Between the holidays, two days of closing for weather,…”
Our classifier read this reply as a substantive response.
“I didn't receive Januarys shirt till today which is February 3rd almost they day they will be taking out for Februarys shirt”
The company replied on 2025-02-04: “Hi Melanie. During a typical month, we ship between the 20th and 25th. January was not usual for us, as were many areas throughout the country. Between the holidays, two days of closing for weather,…”
Our classifier read this reply as a substantive response.
Delivery failed
18 reports · 19% of complaintsrising since 2025-02“Customer support has been back-and-forth with me and we have come to no resolution.”
“Never received January shirt but was charged for it”
“Never got my last 2 orders”
The company replied on 2023-07-05: “Hi Luke. I'm reaching out to better understand the issue. I just checked and according to our tracking information, your May order was delivered on May 26th at 11:53am. Did you not receive this…”
Our classifier read this reply as a deflection.
Not as described
18 reports · 19% of complaintssteady“they feel real snug. I wear an order size large and the shirts almost feel like they are size mediums”
“Size got messed up”
The company replied on 2024-04-10: “Hi Braydon. This is Jim. I'm trying to understand your low review. It looks like you contacted customer service on Sunday, April 7th, at 2:41 pm after receiving your shirt in the size you ordered. We…”
Our classifier read this reply as a deflection.
“Got another fire dept tee.”
The company replied on 2024-03-31: “Hi William. Sorry for the confusion. The St. Patty’s Day shirt was featured in February so that all of our members would receive them in time for St. Patrick’s Day. Was there something you saw online…”
Our classifier read this reply as a template response.
Support unhelpful
8 reports · 9% of complaintsrising since 2025-02“Customer support has been back-and-forth with me and we have come to no resolution.”
“Making up new rules with each email response about my inquiry.”
“Customer service is extremely rude”
The company replied on 2025-02-04: “Hi Gianna. This is Jim, founder of Firehouse Shirt Club. We take customer service seriously, so I'd like to understand the issue better if you have the time to provide that. I've reviewed the email…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Billing errors
4 reports · 4% of complaintssteady“I CANCELLED MY SUBSCRIPTION BEFORE THE 5TH AND AM STILL BEING BILLED”
The company replied on 2025-10-08: “EDIT: Hi Ashley. I've gone back and looked at our system, and I see you cancelled on 9/30. Your last order was billed on 9/5, and I don't see any orders placed through our system since then. Could…”
Our classifier read this reply as a deflection.
“Never received January shirt but was charged for it”
“Took 20 days to get my shirt.”
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.