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

“Very disappointed…. I bought a new copy of Tales from the red dragon inn and 15 cards were missing inside ! Never happened to me in a gamer Life Zatu told me to directly solve the matter with SFG, the editor, based in the US. SFG were cool and sent me the missing cards. Received with 11€ customs fees to pat !!!! Overwhelming. I asked Zatu to do a commercial gesture such as a coupon discount code….but after 3 mails, NO ANSWER. well let say the company just want to sell but nothing more and I’m really not used to such behaviour. Regards”

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 can see that our customer service team have resolved this, and unfortunately, we would be unable to provide a discount or refund for the customs charge, as the replacement cards were directly from the manufacturer. I apologise for any inconvenience caused by this. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Great website. Unfortunately poor customer service. I had to cancel my £230 order after waiting 3 weeks with no updates. 1 item out of 10 was apparently not in stock. Yet I was not notified of this when placing the order. After 2 weeks waiting I questioned where my order was, they wanted me to pay 2 lots of delivery charges to split my order. Or wait indefinitely for the other item to come in stock. I chose to take my money elsewhere.”

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 you have since been fully refunded for this. We hope you'll give us another chance, and we anticipate hearing from you again soon. Zatu Games

Posted 1 year ago

“Very disappointed…. I bought a new copy of Tales from the red dragon inn and 15 cards were missing inside ! Never happened to me in a gamer Life Zatu told me to directly solve the matter with SFG, the editor, based in the US. SFG were cool and sent me the missing cards. Received with 11€ customs fees to pat !!!! Overwhelming. I asked Zatu to do a commercial gesture such as a coupon discount code….but after 3 mails, NO ANSWER. well let say the company just want to sell but nothing more and I’m really not used to such behaviour. Regards”

Helpful Report

Posted 1 year ago

“Very disappointed. After ordering a game that showed as in stock (not restock), I got an email saying it would be delivered in 3-5 working days. When this didn’t happen, I contacted Zatu who informed me in was no longer in stock. I was told it would be delivered when the supplier had sent them more copies. I then received an email telling me I would have to pay another 21 pounds on top of my original payment to get the item. This could have been handled so much better from the beginning.”

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 very sorry to hear about the troubles you experienced with this order. If you believe this still requires a solution, please get in touch with out customer service team. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Well... Considering I ordered something that was in stock, and paid £4.99 for next day delivery, and it turned up 4 days later, i was not impressed at all lol. Terrible service as I was unable to even email them back. Oh but funnily they can email me again to ask for a review?? Hilarious... 0/10”

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. Please get in touch with our customer service team if we can be of assistance. We hope you’ll give us another chance. Zatu Games

Posted 1 year ago

“I hope everyone who visits this site will review this before you purchase from Zatu. I am going to be 100% factual about Zatu's terrible customer service policy. I have been ordering their games for over two years and have spent quite a bit of money in ordering through Zatu. Throughout this time, they have been very reliable; however, on 4/22 (yes, 29 days from this posting) I ordered two games for my summer game camp for teens. I could have bought them from Amazon or another distributer, but I chose Zatu becaue they have been reliable in the past; however, this time, the package didn't show, so I followed the correct protocal and contacted the delivery service, Royal Mail. Only information I could recieve from Royal Mail in UK was that my package was and is still in UK. They never made it to the handler here in Taiwan. Therefore, I contacted Zatu and explained to them the situation and that I need this game because is is an essential game on my list of games for the camp which my teachers need to learn well in order to teach in a timely and clear manner. A representative or AI only stated that they would not look into it until after the 14th day. After that, they would contact the handler for investigation and get back to me ASAP. That was last week. Nobody has gotten back to me. They refuse to tell me anything and they won't refund my money. I am completely aware that this is not their fault, but the poor way they have handled it IS. They could have sent me out the game and had the initial lost game returned to them. Or they could have done something to keep me as a loyal customer, but they have done none of this. This is just simply a poor way to treat a loyal customer. Because my teachers have to learn so many games for the camp and have adequete time to learn and play them before the camp before the next two weeks, I now have to either to replace the game I chose for the curriculm, or buy it again. I have said nothing here that is not true. I have not had this problem with Zatu in the past because the delivery companies didn't lose the package, but Zatu does not have a proper way to handle this. They do not just lose me as a customer but will lose all those I tell about my experience. It is obvious that Zatu does not care since it is big enough. So, I will take my business elsewhere and hope you will too.”

Helpful Report

Posted 1 year ago

Hi there, Thank you for your honest feedback. I can see that my colleague has responded to your latest email to us regarding an update with your order! We are incredibly sorry that your order has encountered these delays, and our customer service and warehouse team are working hard to resolve this matter. Whilst we continue to investigate this issue with your order, we hope you'll give us another chance, and anticipate hearing from you soon. Zatu Games

Posted 1 year ago

“Item arrived with packaging damaged and part of contents missing. I have been unable to contact Zatu games because I cannot find a customer service contact address on their site. This is disappointing as I have always previouisly enjoyed excellent service from them.”

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 very sorry to hear about the troubles you experienced with this order. Please get in contact with our customer services team via telephone (01603 801 206) or through the contact us form on our website and a member of our team will be happy to assist you. Zatu Games

Posted 1 year ago

“Mind-blowing! The tamagotchi came in an envelope without any protection at all. It was just loose in the envelope. An electronic item! It arrived in a terrible state and I don't even know if the item works - it was supposed to be a gift so I can't test it. Top is bent, hopefully the screen wasn't affected. The bottom plastic is missing in parts and bendable in others. Contacted Zatu, they were "very happy" to offer me a 10% refund. I asked if instead I could have a shipping label to return this (shipping from NA to UK would cost the same as the item). No can do: after all, it's just "the packaging". Mint collectors out there - take your business elsewhere. I know I will. I am surprised that reddit recommended Zatu, I will let them know it wasn't a great rec after all. Customer service responses were prompt and so was the shipping.”

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. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Items not received due to appalling packing being essentially a sleeve of cardboard open at both ends. Email to attempt to rectify the situation has been ignored.”

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 very sorry to hear about the troubles you experienced with this order, and the delay in response to your email to our customer service team! I can confirm that this has now been responded to following the investigation with your order. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I have had to chase my order from 21/1 numerous times after receiving no customer service updates. As one of my item is a back order, it seemed I was unable to receive my other paid for items without paying for further postage? This issue has finally been resolved but unfortunately I have now received an incorrect item. It has been nearly a week since I first raised the issue and am again left waiting for a response? As I have stated a number of times this is not the customer service I would expect. Who knows if I will ever receive my back order. I have only received 1 of the 3 games and am still awaiting further instructions as to how to rectify/receive my full order.”

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 very sorry to hear about the troubles you experienced with this order. I can confirm that your order of Rummikub Mini Pouch is still currently on backorder; our procurement team are working hard to chase this for you so your order can be fulfilled and dispatched to you. I can also see that my colleague has sent a returns form to you so you are able to return the incorrect item in your order - if you have not received this, please contact us and we will be happy to resolve that for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I never got the product. Still wait on Zatu Games to resolve the issue.”

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. Tracking suggests this has now been delivered. Please do not hesitate to contact us again If you have any further concerns. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Problem with the game I bought”

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 do better. I am very sorry to hear about the troubles you experienced with your order. Please get in contact with our customer services team who would be more than happy to investigate this for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I ordered 3 items on March 12, 2024, and after two weeks I chased it up after checking the tracking on the Post Office system that stated it arrived in the Sheffield depot a few days after order. I was asked to wait a further two weeks so that investigations could take place. I did, only to get sent a “non-receipt of goods form” that implies that it had been delivered and that someone from my area had taken it, etc. I would have had to sign that I’d checked with family members and that the police could be involved in checking my statement. I was not impressed, obviously! The item is stuck in Sheffield according to the tracking system so maybe they should start by looking there! Either way, it’s been over a month and I do not have my grandchild’s birthday presents nor one for myself and have had to go elsewhere for another one. I have not received a refund as yet as two weeks is not long enough to conduct an investigation apparently. The Zatu representative seemed to have trouble understanding why I’m a little annoyed and disgusted that they, by inference, blamed me, my family and neighbours for losing the parcel. That’s what tracking is supposed to eliminate, surely. Zero marks to Zatu and the Post Office.”

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 you have since been fully refunded for this. We hope you'll give us another chance, and we anticipate hearing from you again soon. Zatu Games

Posted 1 year ago

“DONT TRUST ZATU BACKORDERS. I've used zatu for years and had trusted them until now. I placed a back order in September 2023 for a game "due in October". The date has moved 4 times, now showing May. I contacted the publisher and they confirmed there is no reprint coming. Zatu refused any significant investigation citing their "suppliers confirmed its still on order". Meanwhile they sit on your money indefinitely. Backorders are a con.”

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 had issues with your backorder. We always chase our suppliers to ensure that open orders can be fulfilled, and we were informed that that was still possible. However, I can see that you have since been fully refunded for this. We hope you'll give us another chance, and we anticipate hearing from you again soon. Zatu Games

Posted 1 year ago

“Waited 2 weeks and nothing came. Very disappointed.”

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. Tracking suggests this has now been delivered. Please do not hesitate to contact us again If you have any further concerns. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“It was really bad it took you guys a long time to send me my items I would never buy from you guys”

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. Tracking suggests this has now been delivered. Please do not hesitate to contact us again If you have any further concerns. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“The company advertised a product on promotion, which they did not have and could not get. For nearly half a year, they kept postponing the delivery date, until finally, the website showed that the product is unavailable. Of course, no one informed me about this, despite the fact that I had already filed a complaint on this matter before. The way the employees of this company communicate is astonishing in its level of arrogance and disregard. For me, it's shocking that companies with such an attitude towards customers can operate in the market. I will never use their services again, and I advise you against it as well.”

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 very sorry to hear about the troubles you experienced with this order. Please get in contact with a member of our customer service team, and we will be happy to help in any way we can. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“The game we bought is fantastic, but we won't be returning to Zatu. When the delivery arrived it was damaged because it was packed so poorly. The game was shoved in a box that was significantly larger and padded with a woefully inadequate amount of packing paper. Consequently upon delivery, the game was actually poking out of the box and one of the corners of the game package was quite badly damaged. While Royal Mail are appalling (late delivery, driver just left package in wet ground, rang doorbell and left), they cannot be blamed for how poorly the game was.packaged.”

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. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Very bad! Two months have passed since I paid for the game, but I haven't received it yet. Despite my repeated inquiries, the company has asked me to wait longer without any explanation. SO no money - no game. Do not recommend 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 very sorry to hear about the troubles you experienced with this order. Please get in contact with our customer services team if you believe this still requires a resolution. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I have only ever placed 2 orders, the first one I waited months and items never arrived and had to cancel.. Recently I thought I'd try them again, but nope.. 'in stock' items still not delivered after a week and had to cancel again. Always very disappointing when I try to order here!”

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 very sorry to hear about the troubles you experienced with this order. Please get in contact with our customer services team if we can still be of assistance and we will do our best to investigate this for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	97%
Customer Service
Communication Channels	Telephone, Email, 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