Getting hold of Theory11 seems impossible

[magicman2204]

Hi all. I have had no problem in previous orders with Theory11 but this time I placed an order 4 weeks ago and have tried the support ticket system more than once and nobody comes back to me. My order still shows processing on my account. For context I live in the UK and so calls abroad cost a lot, so hoped to do it all by email. Do they not have a live chat feature or can anyone advise of any better ways to reach them that doesn't involve calling? Thanks for any help here. 🙏

 

[Johannes Mengel]

Same here! I have an urgent issue, contacted them 3 times. I guess they are having technical or human resource problems. Hopefully gets resolved soon

 

[JanisB1]

I, too, have tried contacting Theory11 by phone and email and have been unsuccessful. My latest order arrived, but it was missing 2 decks of the Dialogue cards.

 

[dabYmX]

I ordered 12 of them on January 4, and they are still in processing. I am in the USA tho

 

[j.bayme]

Hi all. I have had no problem in previous orders with Theory11 but this time I placed an order 4 weeks ago and have tried the support ticket system more than once and nobody comes back to me. My order still shows processing on my account. For context I live in the UK and so calls abroad cost a lot, so hoped to do it all by email. Do they not have a live chat feature or can anyone advise of any better ways to reach them that doesn't involve calling? Thanks for any help here. 🙏

Hey there, we're always here and happy to help! I checked into this myself today, and it looks like your original message went to our spam folder in our support system. So I grabbed it from there, and we'll ensure this is prioritized for immediate response from our team today! Rest assured that we'll make sure this gets all resolved and patched up for you ASAP.

 

[j.bayme]

Same here! I have an urgent issue, contacted them 3 times. I guess they are having technical or human resource problems. Hopefully gets resolved soon

Hey Johannes!

I just replied to your message a few moments ago today. This particular message was received by our submissions team inbox, which is not monitored by the same support team that handles our customer service inquiries. So I escalated this to ensure that you are all set and good to go now!

 

[j.bayme]

I, too, have tried contacting Theory11 by phone and email and have been unsuccessful. My latest order arrived, but it was missing 2 decks of the Dialogue cards.

Hi Janice, happy to help with this!

I checked through our support queue and wasn't able to find any message under your account email, but if you send me a direct message here in the forums (include your original order ID), I'll make sure this is escalated and fully resolved for you today. Happy to help!

 

[CWhite]

Since we're posting about contact issues here, I still haven't heard from the Support staff about my order from Jan 6th. It still says "processing"...

 

[dabYmX]

I ordered 12 of them on January 4, and they are still in processing. I am in the USA tho

I placed an order for 12 items on January 4, and it is still listed as processing. I am located in the USA. Could a CEO or team member please check on my order?

 

[MandyLaterveer]

Since we're posting about contact issues here, I still haven't heard from the Support staff about my order from Jan 6th. It still says "processing"...

Hey there,

Happy to help! I wasn’t able to find a message from you in our support queue, but if you can send us a direct message here in the forums and include your order ID, we’ll take a look and get this resolved for you.

 

[MandyLaterveer]

I placed an order for 12 items on January 4, and it is still listed as processing. I am located in the USA. Could a CEO or team member please check on my order?

Hi Armando,

Happy to help! I sent you a direct email from support@theory11.com. We'll get this resolved for you ASAP!

 

[Youru]

Hi. I hope I'm not disturbing you too much with this message. I didn't receive an answer from the email I sent the past wednesday.