Name: Zatu Games
Address: 40 Barnard Road Norwich, Norwich, Norfolk
Rating: 4.77

“Ordered a game, delivery was quick, however it was the wrong game, contacted them, they said wait 48 hours. That was the 1st Aug, it is now the 27th, still nothing.”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We apologize for the delay. Our teams are currently still working to resolve the matter of the incorrect game in your order. We appreciate your patience during this time whilst we rectify this. Please contact our customer service team if you require further assistance during this time, and our apologies again.

Posted 1 year ago

“The domino box was nice. But the domino pieces was a disaster. They were dirty ven though they were wrapped in plastic, some pieces even had some dents on corners. I am very dissapointed.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We are always aiming to improve our services, and feedback like yours helps us to find areas where we can improve. I am very sorry to hear about the damages and quality of your order. Please do not hesitate to contact us by email or calling us, and a member of our customer service team will be happy to assist you to resolve this issue.

Posted 1 year ago

“Absolutely Appalling Service Ordered several items and three weeks later, Zatu, still hasn't delivered a single one. I've been in touch with Zatu 'Customer Service' (what a joke) three times and been fobbed off with vague answers and hollow promises. I've now requested a refund, but suspect I might be claiming my pension by the time a receive it.”

Helpful Report

Posted 1 year ago

We’re sorry your order arrived late. Whilst we aim to dispatch all orders as promptly as possible, external factors can sometimes affect our delivery times. We will address this with the relevant team in the meantime. Thank you for your patience.

Posted 1 year ago

“Took 21 days and me chasing them just to dispatch a game that was already in stock. If I had not followed up and chased they would have taken my money and never dispatched it.”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We are always aiming to improve our services, and feedback like yours helps us to find areas where we can do better. I am sorry to hear about the delays you experienced with your order; we aim to despatch all orders in a timely manner, and I apologise that we were unable to do so on this occasion. We will investigate this with our warehouse team to prevent similar issues from affecting our customers in the future. I can see that your order has now been dispatched and is currently in transit - if you have any queries or issues with the delivery, please contact our customer support team who will be happy to assist wherever possible

Posted 1 year ago

“The final price I paid was far higher than quoted !”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’re constantly working to improve and hope to serve you better in the future. Please contact our customer service team and we will be happy to assist wherever possible.

Posted 1 year ago

“The most terrible customer experience I ever had. Worth zero stars. When I wanted to place my order, a bug on the website wasn't allowing me that. So I called them and placed my order over the phone. It took ~20 minutes as somehow they weren't able to find my profile (even if I have an active account). As the order was placed over the phone, the system did not link it to my account, meaning I cannot see any order on my profile and I have no way to track the item. Also, no points were given for future purchases. They took 3 weeks to dispatch the item - 3 WEEKS. Kept saying "we requested from the other warehouse". On a Friday, I called Zatu customer service for a combined time of 3 hours (in 30-60 minute blocks), and nobody answered... Customer service could take up to 3 days before answering. When the item was finally dispatched... the cherry on top! I was charged VAT on the country of arrival even if their website says "qualified for IOSS" - meaning you won't be charged fees or taxes when the item reaches your country. Beyond words. They have a great selection of games and competitive prices, but they won't see me ever again”

Helpful Report

Posted 1 year ago

We're sorry to hear about your experience. Please reach out to our customer service team so we can make things right. Your satisfaction is important to us. We hope to have the opportunity to serve you again.

Posted 1 year ago

“Awful customer service. It took three weeks for my item to arrive. They were responsive until I said I no longer wanted the item, then they conveniently became unresponsive.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’re constantly working to improve and hope to serve you better in the future. Please contact our customer service team and we will be happy to assist wherever possible.

Posted 1 year ago

“Scam site. Placed an order 2 weeks ago. Order is still marked as 'Confirmed', but no updates have been provided. I've raised multiple tickets with them, and I've been calling them multiple times over the past hour and I've had 0 response from anyone. AVOID”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We are always aiming to improve our services, and feedback like yours helps us to find areas where we can do better. I am sorry to hear about the delays you experienced with your order; we aim to despatch all orders in a timely manner, and I apologise that we were unable to do so on this occasion. We will investigate this with our warehouse team to prevent similar issues from affecting our customers in the future.

Posted 1 year ago

“Haven't had a problem with Zatu in the past but latest order was terrible. All 5 items showing as in stock at time of order. 3 weeks later the order still hadn't been dispatched and now one item was showing as out of stock and available again in October. I chased this order numerous times and was told it was being sorted. Gave up in the end and got a refund. Really poor service, felt really let down. Will think twice before using Zatu again. Placed similar order elsewhere and arrived within 3 days!”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We apologize for the delay with your order. Whilst we aim to dispatch all orders as promptly as possible, external factors can sometimes affect our delivery times. I can see that you have since been fully refunded for this. We anticipate to hear from you again soon.

Posted 1 year ago

“Not deliver 😕, worst service, probably never will buy other games. I contact on insta but no reply and on live chat also no reply.”

Helpful Report

Posted 1 year ago

We apologize for the delay in your delivery. We understand how frustrating this can be and are working to prevent future delays. I can see that your order has already been dispatched and is on its way to you! If you require any further assistance, please contact our customer service team who will be happy to assist.

Posted 1 year ago

“I purchased it on July 25th and it has not been shipped yet on August 12th.”

Helpful Report

Posted 1 year ago

We’re sorry to hear that your order has not been delivered yet. Please reach out to our customer service team so we can address this issue urgently and ensure you receive your order.

Posted 1 year ago

“Terrible experience, failed to fulfil a preorder, didn’t advise until I queried it. Managed to speak to someone who said they would cancel the order and issue a refund. The order still hasn’t been cancelled more than a week after getting in touch. Very disappointing.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We are always aiming to improve our services, and feedback like yours help us to find areas where we can improve. I'm very sorry to hear you never received your order. I can see that your order has been fully cancelled, and your refund will be fully processed and returned to you within 10 working days of the cancellation. We anticipate hearing from you again soon.

Posted 1 year ago

“Lamentable, llevo más de 4 meses esperando un pedido y aún no lo envían.”

Helpful Report

Posted 1 year ago

We’re sorry for the delay in your order’s delivery. Please contact our support team for further assistance should you wish to enquire about the status of your order. We appreciate your patience.

Posted 1 year ago

“Have used in the past and that seems to be where I should have left them. Really gone downhill. Ordered some products, paid for next day delivery and soon became a problem. Nothing dispatched for two days, sent a ticket for help - nothing heard back from that. Then had to try calling them as I wasn't getting any response - 50 minute call, 10 minute call and a 1 hour 42 minute call - none of which answered. All the while listening to the same irritating clip of 10-15 seconds of music whilst the robot voice occasionally interupts to try and sell me some subscription service or suggest I try a web ticket if I'm in a rush as they'll get back to me in 24 hours! No customer service to speak of - this is possibly the worst company I've come across in terms of trying to speak to someone. Having done some more digging into recent reviews it seems their latest trick is to accept orders and then not send things out, either because it's not actually in stock or a mystical excuse of having multiple warehouses that they must send everything from a magical central one. Note that this is not mentioned anywhere on the item pages, checkout pages, order email or delivery page on the site. No way to cancel the order or talk to anyone and nothing being sent - really pathetic showing and now likely having to raise a bank dispute just to make sure this doesn't go on forever.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’re constantly working to improve and hope to serve you better in the future. Please contact our customer service team and we will be happy to assist wherever possible.

Posted 1 year ago

“used to be good now terrible. takes forever to arrive like a month for items in stock. cant handle large orders, if there is a problem you get fobbed off with empty promises on the phone- on hold for hours. its sad to see a once reputable company fall so far”

Helpful Report

Posted 1 year ago

We're sorry to hear about your experience. Please reach out to our customer service team so we can make things right. Your satisfaction is important to us. We hope to have the opportunity to serve you again.

Posted 1 year ago

“I ordered a item on back order. It said it would come into stock in about 2 months. 2 moths go by and a check the listing and it says it will be another 3 months. I email to ask and am told them are following up with the supplier. Then the item switches to not in stock. I email again and am told they are following up with the supplier and do not know when it will be available. No more communication. I email again. Same result. Be aware, if you order something on back order there is a chance it is not possible for Zatu to supply it, but they won't ever actually tell you. They will just let your order sit there forever unfulfilled and hope they get to keep your money.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’re constantly working to improve and hope to serve you better in the future. Please contact our customer service team if you have any outstanding queries and we will be happy to assist wherever possible. Zatu Games

Posted 1 year ago

“Awful service, do not use! Zatu Games took my money but products never arrived, blamed everyone else but themselves, seem to be selling products that they don’t have any stock for. I had to chase them multiple times via email. They would not send the parts of my order that they did have available to me individually without charging me extra. It’s been over a month and I don’t have any products or my money back.”

Helpful Report

Posted 1 year ago

We’re sorry your order arrived late. Unexpected delays can happen, but we’re working hard to ensure that your order is dispatched as soon as possible for you. Thank you for your patience. Zatu Games

Posted 1 year ago

“Pésima atención”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We’re sorry to hear that your experience didn’t meet your expectations. We’re constantly working to improve and hope to serve you better in the future. Please contact our customer service team and we will be happy to assist wherever possible. Zatu Games

Posted 1 year ago

“Bought zombicide wasn't protected in box. Board game was heavy damaged.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We are always aiming to improve our services, and feedback like yours helps us to find areas where we can improve. I am very sorry to hear about the damages to your order. We aim to pack all orders safely and securely so as to avoid any potential damage during transit. Please do not hesitate to contact us by email or calling us, and a member of our customer service team will be happy to assist you to resolve this issue. Zatu Games

Posted 1 year ago

“I have waited for my parcel over 2 months, after which I decided to cancel. Absolutely terrible experience.”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We are always aiming to improve our services, and feedback like yours helps us to find areas where we can do better. I am sorry to hear about the delays you experienced with your order; we aim to despatch all orders in a timely manner, and I apologise that we were unable to do so on this occasion. We will investigate this with our warehouse team to prevent similar issues from affecting our customers in the future. Zatu Games

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 92%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.7 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

Zatu Games Reviews