Card Factory

1.00 stars

57 Reviews

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Lena's complaint against Card Factory

Lena WQhite

05/03/2018

Appalling Customer Service

Complaint against Card Factory

Not worth one star! Ripping off a 13th year old girl! Appalling customer service! My granddaughter ordered a personalised gift for mother's Day. On the 16th February, Card Factory sent her a confirmation that the parcel had been dispatched and could be expected within 2-3 working days. She rang them after a week and was rudely fobbed off that it wasn't the problem of Card Factory and that she should contact Royal Mail. When I rang them after 10 working days they were still insisting that it was the fault of Royal Mail and that they couldn't do anything. Today I rang them again after getting a ref number from Royal Mail and was told by Card Factory that the house number was wrong on the order (something which they haven't mentioned in any of the other conversations we have had) and therefore they are not liable for a refund or sending out a replacement. As we live in a small town, on a street where everyone knows each other and have a postman who knows us there is no chance that the parcel could have gone to the wrong address even if the house number was wrong. To be absolutely sure we checked with the very kind 80 year old widower who lives on the alleged address if he has put his murky hands on a wine glass with Mummy written on it. Guess the answer!

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