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

“I still haven’t received my package…”

Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. Please get in touch with our customer service team If you still never received this and we will do our best to resolve this for you. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Didn't received the order nor customer supports gives me any feedback!! . it starts to feel like a scam.”

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Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. I can confirm that we are working hard with the courier to get this delivered as quickly as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Incorrect description on some items so one turned up wrong size, damaged goods arrived also which was the mtg card bundle and on my recent order one whole item was missing and the company has made no effort to send me my missing item or make up for the other issues.”

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Posted 2 years 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 we have received your email, and our customer service team is working hard to get to it as soon as possible. I apologise for the delays you have experienced and for any Inconvenience you have faced. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Worst service ever, shipment did not arrive after 3 weeks and the customer service is slow and useless...”

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Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. Unfortunately courier strikes have caused delays for customers and retailers across the country, and I apologise that this has affected you on this occasion. We are working hard with the courier to ensure deliveries arrive as quickly as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I did not receive my items as they were not delivered to me personally, stored in my safe place or taken back to the sorting office for me to collect. I can only assume that they were stolen. I am waiting for Zatu to contact me regarding next steps to resolve these issues but have been unable to get a response”

Helpful Report

Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. I can see that several emails have been sent in reply to your queries, and I apologise if these have not been received. I can confirm that an Investigation has been opened with the courier, and we are expecting a response from them soon. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Very bad service. It's been two weeks and my package still hasn't arrived. Zatu customer service did not answer my messages, until a few days ago when they finally responded with a generic message saying that my package would eventually arrive. There should be some kind of refund for the delay.”

Helpful Report

Posted 2 years 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; unfortunately courier strikes have affected customers and retailers across the country, and I am sorry to see that this has affected you on this occasion. 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. Kieran Zatu Games

Posted 2 years ago

“I still haven't received package I ordered for Xmas”

Helpful Report

Posted 2 years 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. Kieran Zatu Games

Posted 2 years ago

“Placed an order in late November and it wasn't dispatched during the Estimated delivery timeframe, a contacted them and they told me to wait (no extra info given). I then got in touch the next week and got told that my order would be dispatched the next day (Thur 15th December) and it was not. I called up again and they said they'd dispatch it on Friday. They did not. After constant lies and misdirection, I requested an escalation to find out more info and I got told "Your item was delivered, so we can't do much else". The item, was delivered late (The 20th December when the latest date was stated to be the 8th December) and none of this was due to postal strikes as the order wasn't even dispatched. I was unable to hand over these items as presents due to me needing to be elsewhere during this time period, which was a horribly embarassing experience. Considering their constant failures at "Customer service", I would advise caution on placing orders for anything that you need within a certain timeframe; order issues can happen, certainly, but dishonest customer service workers are a different thing entirely. I can understand a late delivery. I can understand a stock issue. I can understand warehouse backlogs. I cannot forgive lying. Order at your own risk.”

Helpful Report

Posted 2 years 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. We hope you’ll give us another chance. Kieran Zatu Games

Posted 2 years ago

“If there were an option for no stars it would be that. I ordered an item on 6th December for my daughter for Christmas, 2 weeks go by and nothing. So I email them and coincidentally they had dispatched it that day. 3 days later it turns up and joy of joys it's the wrong item. So I send an email, no response, 3 days to Christmas and I have to go to HMV and spend £50 there so my daughter isn't disappointed. Several emails later and I get a response, this time asking me to prove it's the wrong item with photos. This is still in ongoing, and no doubt I will have to be out of pocket with the return postage once I get them to agree that my invoce clearly states I ordered and paid for a 10" doll yet someone on their end dispatched a 7" doll that is nothing like what I purchased. Never, ever, ever again will I use Zatu Games and I will advise everyone I know to do exactly the same.”

Helpful Report

Posted 2 years 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 we have received more emails than usual during this busy period, and our customer service team is working hard to answer as many as we can as quickly as possible. I apologise for the delays you have experienced, however please be assured that your email has been received and a member of our customer service team will get back to you ASAP. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Ordered the game on Dec. 1, spent the money and never got it. Terrible. I can't give it any stars since I never got the product”

Helpful Report

Posted 2 years 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. Delays have affected couriers across the country, and we are working hard with them to ensure that this arrives with you as quickly as possible. I can see that you have been promised a full refund if the tracking has not been updated by 30/12/2022 We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I never received my order and was speciously overcharged between Black Friday and cyber Monday an extra six pounds for a matter of one day. I then initiated email contact and am still awaiting any form of acknowledgment at all some 25 days later. Unable to elicit an email response I tried calling the customer service team on several occasions over the last 7 days to be greeted each time with an automated telephone message stating Christmas orders take priority so they have temporarily shut down the only other form of communication about my presumably unimportant pre seasonal order going by the complete lack of response up until this point. Was an advocate before this atrocious service. Now firmly a detractor. Leisure games offers a much better service.”

Helpful Report

Posted 2 years 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. I can confirm that several email responses have been sent, and I apologise that these do not appear to have been received. We have asked our web team to look into this. I can confirm that this order was despatched on time, and I apologise that this does not appear to have been received. Royal Mail have assured us that your order is on the way despite delays in the scanning process. We are working hard with them to ensure that this arrives with you as soon as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Nothing went correct: - after more than 3 weeks of waiting, my order was split - I still don't know when the rest will arrive nor what is the status - because I had to wait for more than 3 weeks, I missed our truck that delivered last shippment for this year, so I will have to wait several more weeks - Communication with your team felt like contacting a bot instead of real person, which tells me how much you care for your customers - Quite frankly, I'll think twice before giving your company another chance, instead of, for example, wayland games or some other company, as they all delivered their orders in a timely manner, and didn't claim they have something on stock, which they obviously do not. Like your company did...”

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Posted 2 years ago

“8 days to despatch after I paid for the most expensive delivery option to.ensure arrival by Christmas which will not now happen. I would definitely not recommend this Company”

Helpful Report

Posted 2 years 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. We hope you’ll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I order a PS4 game on the 11th December for part of my son's Christmas present. After a week I called as I had not received a dispatched email. I was told it was in a warehouse and would be out in 24 hours. Nothing, happened, called again 2 days later same promise. Called again on the 20th, told would be dispatched that day with a 24 hour delivery upgrade. I asked for an email to confirm the upgrade which I was told would be sent. Now the 22nd December, no dispatch email, no confirmation email. I have just been lied to repeatedly. Will I ever recommend or use again, I doubt it very much.”

Helpful Report

Posted 2 years 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. We hope you’ll give us another chance. Kieran Zatu Games

Posted 2 years ago

“After a week item still not arrived.”

Helpful Report

Posted 2 years 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. Kieran Zatu Games

Posted 2 years ago

“I made an order on the 5th December for two items. The order was only received on the 12th December. When the order arrived one of the two items were missing, I called through and spoke with someone called Helena who at the time told me they worked as a Customer service agent. They had told me that they’ll need to do some investigation and they’ll get back in contact with me within 48 hours. Of course, 48 hours passed and no one has been in contact. I call through again and spoke with someone called Taylor, he said that a manger will be in contact with me within 24 hours by phone or email. Low and behold no one did. I called through again and I spoke to Taylor, he said that he doesn’t know why no one called me. I asked at that point to speak to a manager on the phone as it didn’t seem like anything was happening. Taylor passed me over and I spoke to someone called Helena, I was taken aback and asked if she was the same person I had spoken to prior. And she said she was, so.. not only when I first came to Zatu with a problem I was given a fake promise by a manager, that sat well with me. I was told throughout the whole process that the missing item would be sent next day delivery once investigation was done. The investigation was done and the CCTV in their warehouse showed that someone packed the order but the time must’ve fallen out of the packed in transit. The box I had received was only big enough for the one item so they just said the warehouse must have not used the right box for the two items. Then, I was told the time was out of stock and I’ll need to wait until it’s back in stock. The following day they were supposed to have a delivery but it failed. Helena emailed to say as soon as it is delivered it was my despatched to me. I looked on the website and it said the item was in stock with 3+ quantity. The item was then sent the following day and I had to email to get the tracking information, I was then told that they sent it using Yodel and it was because they were currently faster than Royal Mails next day delivery, in the mean time I had send 4 parcels using Royal Mails 24 hour tracked and every one was delivered in told (these were non strike days) The item with Yodel took 5 days to be delivered. I was lied to, I was given untrustworthy advice and promises. My requests were completely ignored.”

Helpful Report

Posted 2 years ago

“Item not received, was advised I would receive a refund if the items hadn't arrived by a certain date, only to then be told they would not be issuing me a refund and to wait for the items to arrive, despite it being 3 weeks since the order was placed and supposedly "shipped".”

Helpful Report

Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. Please get in touch with our customer service team If you still never received this and we will do our best to resolve this for you. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Can't rate at the moment as I haven't received anything. When I try tracking the package it says that it is at the Bristol main centre. In fact, it says that they received it there on 3 separate days - maybe taking it out and then bringing it back again is more fun than actually delivering it ! Up the strikers - I won't bother saying what I'd like to put up them I've only given one star because I thought maybe you would be more likely to read those type of reviews”

Helpful Report

Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. Please get in touch with our customer service team If you still never received this and we will do our best to resolve this for you. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I've used Zatu on several previous occasions, but have been let down this time. I placed an order on Sept 9th and it's yet to arrive. I queried where my order was on Dec 8th and was told it would be dispatched next week but still haven't even received a dispatch notice, so it's unlikely to reach me by Christmas. If Zatu had let me know that they couldn't fulfil the order then I would have been able to source my son's Christmas presents elsewhere... now I'm going to have to try to replace all the items in the middle of a postal strike. Thanks for the unnecessary stress Zatu :(”

Helpful Report

Posted 2 years 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. Kieran Zatu Games

Posted 2 years ago

“I received an email over 2 weeks ago stating my order had been dispatched, I have not heard a single thing since nor have I received my order. I leave the country in 2 days and this order was an important gift for someone. I don’t believe I will have enough time nor the funds to find the order somewhere else by tomorrow, really disappointed.”

Helpful Report

Posted 2 years 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'm sorry to hear about the troubles you have had receiving your order. Please get in touch with our customer service team If you still never received this and we will do our best to resolve this for you. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years 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	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