theory11 Arvostelua 199

Always a pleasure dealing with theory11! Amazing products plus friendly and efficient support. Definition of professionals!

I've ordered before from Theory11, mainly their premium playing cards and have always been very pleased with the quality and service. Recently I ordered Neil Patrick Harris' Box 1 and Box 2 puzzles but after the final tracking update in the USA saying it has been handed to the delivery partner for its journey to the UK it all went quiet. After allowing time for it to arrive in the UK the local delivery company said they could find no trace of it. I contacted Customer Service at Theory11 and they asked the USA handling company to investigate. Within 48 hours the package had been located and a few days later was successfully delivered. I highly recommend Theory11, not just for their commitment shown this time to sorting the problem, but for the high quality of the products they supply.

Complete rip-off with shipping overseas!!! They charged USD 70,-- for a 50,-- order. I recognized while confirming, but it was too late. I´ve tried to cancel the order within 5 Minutes after the order without success. Customer service answered my mail on the next day just 30 minutes after i got the sending confirmation ... "sorry, your order is already sent" - what a coincidence...

Had a slight problem and reached out to them and in no time had the problem resolved and had excellent results with customer service and customer support will do more business with them

The shipment arrive in good condition, correct item, and within the time specified on the order..we looked forward to receiving this puzzle and we were very happy with the service we received..we will use this website in the future.

This company was super helpful in finding a solution to my problem. Will definitely be purchasing from them again. Puzzles are of great quality as well.

They are very interested and provide quick feedback, they solve problems directly

As per my review back in November, I still haven't received my Elite Card. Was told 2 weeks ago it was in the mail. Unfortunately I own about 85% of the decks that Theory 11 has produced in my card collection. Things in the customer service department might need a change. It seems even a bad review with hopes of getting someones help doesn't even work. I hate to see a company lose customer interest just because they can't handle a simple request to fulfill a promise made months ago for a membership card. I know they were revamping the cards....but don't tell me it's in the mail with a few added exclamation points behind it like i am bothering you. Maybe Christen Gerhart was just excited, who knows. Please tell me I have misinterpreted this whole situation and your company has resolved this issue. Lord knows I've done my part to support your company.

I received an item that looked flawless, but had a small manufacturing flaw that prevented it from working as intended. All that theory11 asked is a video to verify the issue. They promptly sent a replacement, no further questions asked.

There was a missing order from Theory11, and their customer support was so very responsive! They were able to take care of the issue within hours of my making them aware of the situation. It was wonderful to be listened to and immediate action taken!

I'm not 'into' cards, but decided to buy deluxe box sets for each of my family members for Christmas (Harry Potter for my wife, Star Wars for my son, and Stranger Things for my daughter).

This was my first purchase from Theory 11, so only had their web page and a online reviews to go by to set my expectations. Everything I read pointed to amazing gifts under the tree. And they were- my family was in love with their cards and surprised because giving playing cards is so far out of the ordinary.

Unfortunately the Harry Potter box was missing two decks. Fortunately my wife didn't know any were missing because she didn't know how many there were supposed to be.

The next day I emailed Theory 11 to tell them which two decks were missing. The response was from a very nice person who said they were very sorry and the two decks are going to be mailed right away. The next day I got an automatic email letting me know the cards were in the mail.

I love the fact a human responded personally to my email. There was no AI crap, just a polite person talking to me.

I also love the fact they didn't balk or question or delay their action- they immediately set out to make things right.

It might seem odd, but I'm glad those two decks were missing. It let me experience great customer service, which is a pleasure to receive and makes me want to deal with Theory 11 even more.

Everyone makes mistakes. It's how one reacts to them that shows what kind of person one is. Theory 11 is a company, but the analogy stands.
Their reaction was pure class.

Thank you.

I placed an order and paid for my order over a week ago. The shipping label continues to show, “Pre-Shipment, Shipping Label Created, USPS Awaiting Item”. I sent an email last week that I have not received a reply. I attempted to call customer service and left a voicemail have not received a call back. I was charged over $9.00 for shipping. I am not satisfied with this company and I do not recommend them.

Honestly, the best customer service team I have ever encountered. Theory11 has been my favorite card company for some time and they continue to prove why they’re the greatest, not only in designs and quality, but with their efficient customer service team as well. I ordered a box set that came in with a missing component and overall pretty damaged. I was rather disappointed as theory11 has always been really high quality and this is the first time I’ve had an issue with a product. I reached out pretty late in the evening on a Saturday, figuring I’d hear back sometime on Monday or the week to come. What I didn’t expect was to get an email before noon on a Sunday requesting pictures of the damage as soon as possible in order to correct the problem. Once I sent the images over of the described damages, boom, they sent an email saying a new one will be on its way as quickly as they can. It’s currently on its way, but I’m just so impressed by the fast response with the even faster actions. I’m so thankful for the team that helped me sort it all out and really emphasized why theory11 is quality inside and out.

Amazing quality product backed by incredible customer service. They turned a random first time buyer into a super fan :)

I received the beautiful Star Wars box set as a Christmas present from a family member. It's as gorgeous as I had hoped, but the box didn't function as designed. It took me 3 e-mails and I had a replacement on the way. I can't explain with words how much this was the BEST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD. Minor issue with the product, let them know, a REAL PERSON e-mails within a few hours, quick exchange, and within 1 day of my initial contact there was a replacement on the way! The product is amazing but I'll come back for the guarantee that their customer service is the absolute best!

I ordered 8 decks of cards on December15. Waited 5 days nothing shipped. Wrote customer service. They said one of the decks was out of stock, they were restocking, and they would ship soon. Another day goes by, so I cancelled the order. “You can’t cancel the order it’s at fulfillment?” So 8 days after the order was placed I get an email the order has been cancelled huh, I thought it couldn’t be cancelled? Ok in today’s business environment, here are some options during Christmas season, 1.short ship the order minus the one deck. 2. Offer to substitute another item. 3. Cancel the 1 deck, it’s lost at sea, caught in a vortex, or someone did a sleight of hand card trick and it disappeared. SHIP THE REST! The cards look excellent (sarcasm) never saw them in person. Missing out on 1 gift ok, missing out on the other 7 really no excuse.
Customer service was responsive to emails I guess that’s a Star…the rest 🤦‍♂️🤷‍♂️😧

Theory11 is all about great design which attracted me to the brand, but this review is truly for the best Customer Service I have EVER received! After a few small delays and mix ups (which happen), the Team reached out to me, and always made it right, going above and beyond in ways I didn't expect from a company! Their dedication to good communication, listening and not just hearing, and striving to make things right made them an absolute delight. They deserve to be recognised to their excellence not just as ambassadors for the company, but in a world where CS can be overlooked. THEY made my experience a delight, and a repeat customer in the future.

Not only did I get a quick response within 10 minutes of my inquiry but I was immediately given a solution. I accidentally put the wrong shipping address and they immediately changed it for me. Then I realized once the item shipped that it was missing a digit on the address. I reached out again and they sent out the item I ordered again to the correct address. And during all of this they were so kind and helpful. Best customer service I have experienced in a while!

I love the high quality, I collect playing cards, and my collection is dominated with Theory 11 cards because of the wonderful designs and details, I also love the feel when playing (my favorite players are Monarch's, they feel wonderful and there are so many color options to mix multiple decks). I had a recent issue with a shipment (first issue and it was obvious that it happened during shipping (not a product issue)). Anyway, the response was excellent, it was very quick and more than fair. The service quality is a match with the product quality. Thank you Theory 11!!!