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

“Ordered over £50 worth of games to get a free hat so that I walk around and advertise zatu. Got told I didn’t use a code at check out that was nowhere to be seen on the promo advert. Sent two emails back and forth and yet they still wouldn’t send a hat. I spent hundreds of pounds on games at l zatu, I will not shop here again.”

Helpful Report

Posted 9 months 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 9 months ago

“I echo the other 1 star ratings on this review site. I order quite a few games and have been a customer of Zatu for a while now. Recently, they have been doing worse with their stock problem and very late dispatch. I have attached the most recent email received from them, when I raised the issue via customer service. I placed my order 26th July 2024 and have kept asking for timely updates. To this date, I still have not received the items. Now some orders can be a "back-order", meaning there is no way they could provide a guaranteed delivery date (had a problem with this too but I just let it go since it was the first time I've encountered issues). However, when I placed my order, it said it was on stock - not on back-order hence why I am expecting it to arrive at the estimated delivery date. I ordered 5 items and asked customer service if the other 4 can be sent first instead since it is not my fault they have a stock issue - but to no avail. I asked if they would offer a free delivery as compensation for the lateness of the items - again this was declined. The company just keeps saying they are awaiting stock everytime you ask for an update. If you think about it, they're holding your money (think of bank interest if it is a larger purchase) for an item you have not even received yet (for back-orders these could be months - like what the other reviewers say - 8 months or longer). I am completely disappointed with the service provided by this company, considering I have used them extensively in the past. I will never use them again for my next purchases. While they may have the cheapest price for most games, I would rather use Chaos Cards, Magic Madhouse, Total Cards, Out of Town Games, Steam Rocket etc. for my purchases - they seem to value their customers more than Zatu. TL;DR - I would absolutely avoid dealing with this company again.”

Helpful Report

Posted 9 months 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. Please contact our customer support team if you require any further assistance and thank you for your patience.

Posted 9 months ago

“To briefly summarise: - I ordered a game from Zatu Games in late December 2023, and it has only now arrived in August 2024, a full eight months late. - When I placed the order, I was informed that the item was back-ordered and that I would receive an email when it was back in stock. No estimated lead time was provided. - I emailed on 8th March to request an update and was told the estimated lead time was 2-3 months. - I emailed again on 8th June to request another update and was told that the team would "chase with procurement" and update the website with any new information. - I emailed on 19th July to inquire about the updated website information and was told that I would receive a tracking number when the item left the warehouse. - I finally received the item on 27th August. As a customer, I found the service provided throughout this process to be poor, with Zatu Games doing the bare minimum at every stage. At no point did anyone from Zatu Games reach out proactively to provide any updates. The tone of the emails I did receive was generally standoffish, and I did not feel like a valued customer. Promises made in these emails were not followed through. I submitted my comments above for review by a complaints manager, and was told that they do not see that this case was an issue. I would caution any potential customer from interacting for any needs beyond the most basic transaction, as their competence seems to fall below that of a 5 year old at a lemonade stand.”

Helpful Report

Posted 9 months ago

We regret the late delivery of your order. We’re addressing this issue with our delivery partners. Please contact us if you need further assistance and we anticipate to hear from you again.

Posted 9 months ago

“at this time if I give a 0 rating I would, it has been nearly a month since the order was placed and payment was taken, since this time even after three emails chasing for a tracking Number or even a confirmation of estimated dispatch date, i have not had any such information, all i have been provided is advises the warehouse is being chased and the probem has been raised with management. absolutley awful service to be honest!!”

Helpful Report

Posted 9 months 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 9 months ago

“Order something and received it open. Reached out to zatu games and there reply was we can't do anything to it. I will never buy from them again.”

Helpful Report

Posted 9 months ago

We're sorry to hear that your experience was less than satisfactory. Your feedback helps us improve. Please contact us directly so we can address any unresolved queries you might have.

Posted 9 months ago

“Ordered and paid for an item weeks ago and still haven't received it. It missed the delivery dates given. This is my first and last time using this company.”

Helpful Report

Posted 9 months ago

We’re sorry that your experience wasn’t what you expected. Please know that we take your feedback seriously and are working to improve. If you need any further assistance, please don’t hesitate to contact our customer service team.

Posted 9 months ago

“Ordered a pre order game on the 29th July for release on the 1st August didn’t arrive until 30th August, after waiting two weeks, I telephoned customer service twice who seemed to read off a script word for word both times that the warehouse were sorting through deliveries and it would arrive in a couple of days, it didn’t. Missed the birthday it was bought for as it took a month to arrive. Other stockists had the game available, will reconsider using Zatu again. Big let down.”

Helpful Report

Posted 9 months ago

We apologize for the delay in your delivery. Your feedback is important to us, and we will raise this with any and all relevant teams to investigate further. Thank you for your patience; please get in touch with our customer service team if you would like further information regarding your order.

Posted 9 months ago

“I ve received my item after one month, and they cancel one item, because apparenty they haven't it in stock ( the question is, why you sell an item that you don't have) The customer service is very poor, they reply after 2 days, and everyone says a different thing . It was my first purchase on Zatu, probably even the last one.”

Helpful Report

Posted 9 months ago

We’re sorry for any inconvenience you experienced. Please get in touch with our customer service team who will be happy to investigate this further for you. We aim to improve and appreciate your feedback.

Posted 9 months ago

“The product was not the same as in the picture at all”

Helpful Report

Posted 9 months 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 your order being incorrect! 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 9 months ago

“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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months ago

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

Helpful Report

Posted 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 9 months 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 10 months 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 9 months 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 10 months 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 10 months ago

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

Helpful Report

Posted 10 months 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 10 months 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