Excellent
Based on 241 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
theory11 is the largest producer of premium, collectible playing cards. Over the past 15 years, theory11 has produced 100+ unique playing card designs, with official collaborations with Star Wars, Harry Potter, Star Trek, Marvel, Batman, Yellowstone, Lord of the Rings, Basquiat, Keith Haring, James Bond, Neil Patrick Harris, Jimmy Fallon, Saturday Night Live, Outkast, and The Beatles.
theory11 (theory11.com) has 241 customer reviews on Folks Told, with an average rating of 4.5 out of 5.
Showing 23 reviews with 1 star · Clear filters
Marc Van der W.
Ordered a pack of card for the bday of a friend. They had to ship the present to the Netherlands. After 4 months there is still nothing. I have emailed te company but they haven’t replied yet… Would not recommend.
Iba
I ordered 2 decks of cards in November as a Christmas gift, It’s been 37 days, it’s literally January, and they haven’t left the United States. 😐.
JH
Do not place orders directly through Theory-11's website. Their advertised shipping time is inaccurate and absolutely ridiculous-- despite having placed my order well before the deadline to receive it by Christmas, the tracking on my order says it is expected to arrive Dec. 31. That's 23 days after I placed my order and 20 days after it shipped! What service takes 20 days to deliver an order in the US?? Theory-11's customer service is an embarrassment. Absolutely no help whatsoever, just pacifying statements like, "Rest assured, we'll make sure you receive this no matter what!" and "If we could grab your package from USPS and hand deliver it ourselves, we absolutely would!"
CJ S.
Can verify that the Order/Cust Svc aspect of Theory 11's business is the worst aspect of the business. The website cart ordering program was down over the weekend of Aug 20-21 and I attempted emailing and calling support, but their phone # always goes to Voicemail and no one will ever call back. For every 3 messages/response requests I put in I would receive one response. Finally rec'd an email response on Aug 21st saying they're happy to take my order so I emailed them, however it was not late August 23rd that they were even able to process the order. The website says orders will be shipped on the next business day, however this is NOT the case. As of today August 29th, 2022 my order STILL HAS NOT SHIPPED. I even sent several message requests asking when this would be shipped and the only initial response I received was that the order had shipped, but I had to point out that the information sent to me was for an ENTIRELY different order that I'd placed and already had info on. In this day and age there are many design collaborations between artists and card companies, however only the majority of cards themselves are printed by USPCC and Cartamundi (unless outside of U.S. as there are some Asian printers as well). This means that Theory 11 itself really only has to handle the collaboration and some design aspect as well as various admin and legal responsibilities- this means their "fulfillment" department is most likely outsourced and items are sent from warehouse direct, or drop-shipped- hence the cart functionality and automated responses, which means when an actual person has to become involved the process goes out the window. Because I had to involve a person in my order, it was a complete disaster. I had zero problems dealing with Elephant Playing Cards, Gamblers Warehouse, etc. etc. and thankfully so as I plan on gifting decks for my upcoming trip. I will NOT be gifting any Theory11 products and will actually be recommending that people AVOID doing business with this company. Seriously inexcusable operations behavior.
Kevin
Nice cards, but ABSOLUTELY HORRIBLE CUSTOMER SERVICE! I ordered 3 decks of cards for a birthday gift 30 days before the event. 20 days go by & I contact Theory11 for help in getting the order in time-THEY COULD NOT CARE LESS! No Help-No Cards-NEVER received my order! They finally refunded my money after more than a month & made a snide comment about verifying my address when I re-order! WHAT A JOKE-Like that will ever happen! DON'T WASTE YOUR TIME OR MONEY WITH THIS COMPANY!!
Helena
The cards are nice but their customer service is a joke and very dishonest. They charge import taxes on international packages that they don’t submit but instead keep for themselves so I had to pay double taxes. And just to top that off, they’re trying to lie their way out of it.
Elias J.
Their website says 'customer service second to none'. That is false advertising at its finest. Their customer service is abysmal. Due to their glitchy website, my order was received and shipped incorrect and it was not the order I placed. Thier response was basically too bad you'll just have to suck it up and order and pay for it again, bye! Plus it took 3 responses to actually get a clear answer from them as they obviously don't properly read your query or care really care about their customers. Shame really. The cards look great, but the company who sells them leaves far too much to be desired.
