Card Factory plc Reviews 

Kristine at customer services was outstanding!

I had an issue with an online order not arriving in time. Kristine went above and beyond to keep me updated having regular communication with the delivery company and all whist providing the best possible customer service. Something you don’t get very often nowadays. The order didn’t arrive but Kristine had no hesitation in refunding me my delivery charge and when we knew I wasn’t going to receive the parcel she instantly refunded the whole order no questions asked. Kristine you are a joy to chat to and a credit to the company!

A great shop with value for money oroducydt

I'm not sure if it is because I'm going through the discount app (nhs) but this is the most frustrating site I've used, I've been trying to send cards to different addresses and it seems impossible to do this in one go . I am happy with the selection they have and also the cost of the products.

Lovely and kind staff. Kelly was so nice to me the best. I give the staffs 10 out of 10 which is a masterpiece!

The mugs are terrible. The numbers and letters start coming off after a few weeks. Rubbish quality.

My friend Kenny went into Card Factory in Earlestown, Newton-le-Willows on Thursday 27 August 2026. Kenny was served by Sarah and says thank you for your polite service.

I was really disappointed with how my issue was handled. I bought two helium balloons and two cards from the company in Ely. When I got home, one of the balloons had deflated. That one costs £6.99

I returned the next morning hoping they could simply refill it. The staff member found a hole and immediately insisted that I must have caused it. I explained that I hadn’t noticed any hole when I discovered the balloon deflated and had tried to work out what was wrong myself before bringing it back — returning to the shop was my last option.

She eventually agreed to replace the balloon, which I appreciated. However, while inflating the replacement, she continued repeatedly telling me that the damage was my fault and that I had caused the balloon to burst. By that point I felt as though I was being treated like someone trying to get a free balloon rather than a customer with a genuine problem.

I found the whole interaction so uncomfortable that I eventually walked away without even taking the replacement balloon.

I completely understand that a shop needs to check damaged items and that it may not always be possible to know how the damage happened. What upset me was the way it was handled. A little more tact and understanding would have turned a very minor issue into a perfectly normal customer-service interaction.

I recently ordered some balloons for my wedding reception, I also took in my own balloons to be blown up, there was an issue with my balloons but the manager used her initiative and resolved the problem, I was very happy with the result, the balloons looked beautiful. I always shop in the card factory as the staff are always helpful and friendly, the choice of cards vast and the price is good

Thank you so much to Julie at the Enterprise 5 store for providing me with last minute 18th balloons for my daughters party. I came in close to closing time in a panic, midway through setting up her party as the 1&8 balloons we realised the originals had been left in Wigton, Carlisle (3 hours away). The store was busy and they were trying to get ready to close but without hesitation she still did them and made my day. Honestly you made us so happy, thank you for your amazing customer service

The lady was very helpful , showing us where we wanted to be . Very polite

I recently bought the personalised glasses case from Card Factory as an anniversary gift for my husband.

Although the dimensions were clearly stated on the website, I assumed it would fit a standard pair of glasses. Unfortunately, I was mistaken.

The case is very narrow and appears to be suitable only for slim or lightweight frames. It does not accommodate a standard-sized pair of glasses, which made it unsuitable for my needs.

As a result, I found the product disappointing and a poor purchase for anyone with regular-sized glasses.

I would only recommend this case if you wear particularly slim glasses.

I purchased helium gas for balloons on the box it says there was enough for 30 balloons which I assumed was for normal size ones which was more than what I required however I only managed to get 12 9” balloons out of it. I contacted customer services sent them a photo of the balloons and despite this they wanted proof of the package the balloons were in to check the size . Unfortunately I couldn’t as the bins had been collected and even the store assistant said if I had any issues with the gas then let them know but again despite all of this customer service after several email back and forth were not interested it was easier giving blood. So if you are about to purchase this gas or are thinking about it think twice as there isn’t enough gas in it despite what card factory will tell you even after this review.

I would like to commend Matthew, who works at the Card Factory on Ashley Road in Poole, for his consistently amazing customer service.
He is always keen to greet you when you arrive and genuinely asks if there is anything he can help with. What really stands out is that he doesn’t simply point you in the direction of an item, he will walk you over to it. He is also great at making helpful suggestions and offering options, without ever making you feel pressured.
For example, when I recently bought wrapping paper, Matthew proactively asked whether I needed sellotape. It’s such a simple thing, but it shows that he is genuinely thinking about the customer and anticipating what they might need.
I enjoy shopping there because of the service Matthew provides and what is particularly impressive is how consistently friendly and helpful he is every time I visit. That level of customer service feels increasingly rare these days.
I really hope Matthew is recognised for his efforts. He is a fantastic ambassador for the Card Factory and his attitude and commitment to customers make a real difference.

Staff were lovely, that’s why it’s been given a one star. But I do not understand why it was cooler outside than inside. Came out dripping. Those poor staff. Card factory sort it out, that is not a working environment for anyone. Treat them better. I work in a school and it’s better than that! This was the Crayford store. I have a receipt to prove it if needed.

I went into maldon store brought £26.27 worth of good,

Including 2 number balloons as I went outside 2 seconds out the shop one of the numbers popped they told me I must of caught it on something when the balloons was in one had.

All they wanted me to do was buy another one.

I always buy all our cards from Card Factory online,very reasonable prices excellent delivery and beautiful quality.I love to be organised its now August 12th Ive ordered my personalised and boxed Christmas cards as well as 2027 organisers thats are part of gifts. I've used card factory online for years and can honestly say I highly recommend. In January I will order family birthday cards for the year,I know I won't forget any important celebrations

Terrible

Great if you want stuff to arrive late and not in time for the event/day you ordered it for. Delivery was a joke.

The phone line was terrible when you call their customer service, so you can't even hear what they are saying.

I visited your Eastgate Street branch (not the indoor market branch... the one on the main Eastgate Street strip) in Gloucester today. Tammy and the store Manager went above and beyond! Tammy is always polite, friendly and extremely helpful and attentive every time I visit the Eastgate Street shop! The manager was fab too... she swapped some candles over for us when I had realised after I had left, that I picked up the wrong age, despite the shop having just closed by the time I returned. I am so grateful for this. Two fantastic members of staff! Thank you so much 😊

I have always used the Card Factory website and have previously been very happy with it. It seems to have changed recently and not for the better.
The filters are not as helpful as they used to be so you have to troll through a lot of unsuitable cards to get to where you want to be.
The personalised cards which I have always got for the children in the family used to give three sections inside so you could put the rename in the top section. Your message in the middle and your name in the bottom section. Now there is only two sections - ‘to’ and ‘from’.
I ordered 20 cards this time and they arrived in a cardboard box and inside the box each card was sealed in an envelope. Such a waste of 20 envelopes.

I brought a balloon for my daughters birthday, by the time I got to my car the balloon had deflated, so I went back and she blamed the heat, she then put more helium in the balloon, by the time I got home the balloon was deflated while inspecting the balloon the hole wear the helium goes in wasn’t even sealed properly, will not be using the Kingston branch again, because the same girl was moaning about the amount of balloons she had to do 😡