Card Factory plc Reviews 

‼️‼️

Update - tried to ask for more details so
If didn’t respond they would remove my review, Sent in the order number and details, what else can we do to verify, What a disgrace

Do Not Trust‼️‼️
Ordered over a week ago, quite a few, special ones and those for gifts. Received email saying it was ready for collection in shop, Not the shops fault, But have been 3 times, Nothing there, They can’t help as they say their head office said it’s not their fault, Their online system says oh your order is ready - do you want a collection email. What an utter disaster Utter disgrace, Why do this to customers at all, let alone at Xmas, Trust, Would not trust them with a bar of chocolate, my wife is so upset and so angry, As she doesn’t have time to do this all over again and then pray they arrive on time, What a shambles

Placed an order on Saturday last week paid next day deliver Tuesday did not arrive contacted them told they will refund delivery and contact them if they don’t arrive following day next day comes no cards contact them Thursday they said will chase up courier and get back to me I hear nothing back fat forward to following Saturday still not arrived I contact them and I’m told they will refund delivery which is seems they didn’t do on Tuesday and to wait till 8pm Monday then if not arrived contact them and that someone is chasing up with dhl they will contact me. I replied if they have not arrived by Monday I would like a refund and will buy elsewhere as it card to post for family for Christmas and the customer advisor on the chat just ended the chat. This will be last time using card factory as clearly once they have your money they don’t care anymore

I’ve shopped at the Card Factory store in Burnley many times, but after my experience on this occasion I won’t be returning.

I arrived at approximately 5:31pm, fully aware the store’s advertised closing time is 5:30pm. However, the store was still fully lit, baskets were still outside, and several customers were clearly still inside browsing and yet to reach the checkout. Based on this, it was reasonable to believe a quick purchase could be accommodated.

I was refused entry by the store manager, and while I accept that stores must close on time, the manner in which this was handled was the real issue. The interaction was abrupt, dismissive, and completely lacking in empathy. There was no polite explanation, no acknowledgement of the circumstances, and no customer-focused communication.

I later phoned the store hoping for a more professional interaction, but unfortunately the same rude and dismissive tone was repeated.

I have over 30 years’ experience in retail, and in that time I have rarely encountered a manager who showed such little discretion or basic customer care. This wasn’t about breaking rules—it was about how the situation was handled.

As a result, I had to purchase the cards elsewhere, and another retailer benefited from my custom. It’s a shame, as I’ve used this store regularly in the past, but based on this experience I wouldn’t recommend the Burnley branch going forward.

I have always used Card Factory and always been pretty satisfied with all orders received. However, I ordered some personalised Christmas cards this year, as I do every year, and when the cards arrived 2 of the 7 I had ordered were usable, the other 5 weren't. The cards gave the impression of letters missing from names. I contacted Customer Services online and I actually attached a copy of the Christmas cards with letters missing in the names. I received a reply from Taya in the Customer Service team advising me that I wouldn't be receiving a refund as 'We always recommend avoiding special characters or emojis, as these aren’t recognised by our system and might not appear as expected'. And she also added at the end 'That said, if you’ve got any questions or need help with something else, just give us a shout—we're here to help make every celebration special!' I replied back stating I hadn't used any special characters or emojis but the cards appear as though there are letters missing in some of the names on the front. I suggested Card Factory should have used a smaller font. I didn't even get a reply and the cards went in the bin as they couldn't be used. I am disappointed with Card Factory in this instance and it's made me avoid purchasing personalised cards in the future.

CARD FACTORY - will not deliver online orders to Northern Ireland addresses or to stores for collection! Only applies to N.I.!

After spending about 40 minutes yesterday compiling an order for cards etc., when I came to the "Payment" option, I was informed my items could not be delivered to N. Ireland. This applied to home addresses and for Click and Collect in all of their Northern Irish stores.

Having shopped at many Card Factory shops since their inception in N.I., this was a bitter disappointment. (I need 'ease of order' online experience at the moment)
I wrote to them but their explanation was just that they are 'not sending parcels to their Northern Ireland stores'. This is a great reward for faithful customers - NOT!! 👍
(I did inform them that I would post this as once again Northern Ireland are being treated as 2nd class citizens!)

This company does not deliver to Northern Ireland despite their delivery information stating that they deliver within the UK. I spent a considerable amount of time creating a personalised product and was only made aware of this at check out. They use Royal Mail for delivery so there is no issue with couriers and there is actually a Card Factory shop 2 miles from my house. I will now avoid it! Poor service from a UK business. I will take my custom elsewhere as I have no problems with delivery from any other UK company.

Ian at card factory in Brookfield cheshunt, thank you so much for all your help today with finding me 6 little bears. You really did go beyond your job role. Your help and kindness is really appreciated. X

On Monday 1 December, shortly before closing, Elina and Karen at the Beckton store provided outstanding support while I was in the shop. I was buying foil balloons and a card for a young person I work with, who has significant learning needs and was in hospital that night. I chose a unicorn balloon and number balloons to recognise the age she was turning.

Elina took the lead and blew up the balloons with real care. At Karen’s encouragement, she also found suitable balloon weights so they could be taken to the hospital safely and presented properly. Karen supported throughout and helped make the whole process smooth and straightforward.

Their patience, attention and kindness at the end of a busy day made a real difference, and both deserve recognition for the way they assisted me.

Please ensure this feedback is shared with both members of staff, the store manager, and the wider management team, as their excellent service deserves to be acknowledged across the company.

I went to the Card Factory in Nutgrove (like always) but today I had the best ever experience with Charlie the new Manager she was extremely helpful, polite and honestly did an excellent job. She searched until she found the card I needed. It is very seldom you get a staff member like her. Thanks Charlie I will definitely be back again and again

I went in-store today at card factory in bingley bradford. It was really busy and a few people in the queue before me. I was waiting to be served and listening. Monte was working..and what a lovely man, absolute brilliant at customer service. His manner was amazing and so pleasant with everyone laughing and joking with his customers..card factory..you have a good lad there 10 out of 10

Visited Card Factory in Aylesbury town centre.
Staff were pleased to help even though they were putting merchandise out.
Ros on the till was lovely very polite and helpful.

Terrible service.
I ordered a gift costing more than £30 on 29th November, I was charged £5.99 for courier delivery. I had received no further correspondence from either the Card Factory or the courier. Most other online retailers, including many small businesses, provide a link to their courier website, complete with a tracking number. No such service from the Card Factory.

The order confirmation specified the parcel will be delivered 'from' 2nd December. This could mean it could take any unspecified length of time to be delivered. This is not made clear prior to placing an order.

On 2nd December, I contacted the Card Factory via their online chat function. I was advised that my parcel was out for delivery with DHL and would be delivered before 8pm that day. I waited in all evening, no delivery was received.

I used the chat function again on 4th December and was advised by email that my parcel is out for delivery. The email included a screenshot from a DHL tracker, though no tracking number is provided so I assume this is a generic screenshot used to fob off multiple unsatisfied customers. By 8pm on 4th December, there was still no sign of my order.

I don't appreciate being given false information. Once is bad enough... but twice???

Bought a calendar personalised in November - no option to change the year. It has arrived and it’s 2025! So now have to order again.

Spent 30 minutes selecting and personalising cards, only to get to the checkout and found that couldn't move on to the payment screen because of some sort of error. I order stuff on line all the time, without any problems. I was already using their recommended browser Chrome, I cleared the data, as suggested by their customer services, and it still didn't work. Never again,

I always use card factory as I found their choice and value for money unrivalled. Lately though the website has changed and you can no longer choose a verse for inside the personalised cards, which was one of the features I loved. Also I have just recently ordered a birthday card and paid for 1st class delivery . I ordered it on the Monday expecting it to be shipped Tuesday. It actually was only shipped on Wednesday, therefore will probably be late now. Very disappointed

Always a great selection at varying prices. This year I managed to find a Sister & Sister in law but no Aunties cards for christmas. Then went to check & didnt see any uncles either with the brother & brother in law. I really think these cards should be in stock.

What a polite friendly young lady Lauren is at your Herne bay store
An hello as I entered the store, smiley service, a genuinely real pleasure to be served by her, thank you Lauren

Would really like to swear! Wasted half an hour before giving up! Ill buy a card in a shop instead! Twice i lost what id put in, doesn't recognise my account? Also Didn't send requested email won't use again

Ordered a beer advent calender in August, invoice says delivery date 14 Aug. Payment taken no goods received. Chased as now nearly December. No joy from customer service.

Customer service does not care about their customers.

Edited… the reason I say this is because when I ordered online, I had an estimate delivery for a day that I needed which I was happy with. Then it changed not another day, which was too late for me.
I spoke to customer service and they pretty much didnt want to help me. I wanted to cancel my order but they wouldn’t and they said I’ll have to send it back for a refund.
As you cannot send back to store, To which I will have to pay.
It all felt very stressful and it also didn’t turn up when stated!