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

“My game did not arrive”

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 and we can investigate this issue for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I received my game with a tear in the box, and so contacted customer services to arrange a replacement. After half an hour on hold, I got through to helpful member of staff who assured me they could get a replacement in the post the same day. I was asked to email first photos of the damaged game, and later proof of postage. However, both times I had to chase up with a phone call to get a response to my email and progress with the replacement, and it took until the end of the next day to be posted. To top it all, as I'd received the game as a gift, I'd specified a different address to post the replacement to. However, despite my email containing the address being acknowledged, when I called to find out why my replacement hadn't been delivered I was told it had been shipped to the original address and it was my responsibility to get it from there or arrange for it to be returned. What could have been replaced in two days is now left unresolved and at a loss to me as I don't even have the damaged game any more.”

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

“I still haven't received my game.”

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'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. Zatu Games

Posted 1 year ago

“This sale was a complete scam. The ad mentioned the set of 4 figurines and I only received one. No apology or commercial gesture from the site which only indicated a misunderstanding in the description. A real shame.”

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

“This product I feel is poorly advertised and borderline misleading, no box for the product which is fine however it does not produce a line of laser to help with wargaming. It’s a basic cheap laser pointer”

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 your 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

“Be careful if ordering from Ireland. Package rejected by An Post because of incorrect customs declaration. Returned to sender and still waiting for refund two weeks after Zatu received it.”

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'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. Zatu Games

Posted 1 year ago

“Didn’t do what they said they’d do…”

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 your 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

“Three months ago, my parcel with a few games was stuck in the mail post office. Since then, Zatu Games has answered my requests to communicate with the post office twice (I could not do it due to delivery options) but did nothing. In our last communication, they even proposed that I resend the games I ordered, but It's been silent for a few weeks. After I wrote one more email - I received a response that they had sent me a replacement, but I didn't have anything in two weeks.”

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'm sorry to hear about the troubles you have had receiving your order. I can see that a replacement order has been created for you however I am very sorry to see this has not yet been despatched. Please get in touch with our customer service team and we can look to resolve this for you ASAP. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Sorry but I have not gotten it yet”

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'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. Zatu Games

Posted 1 year ago

“Paid and ordered the game on January 16th, with quoted delivery time January 21st. After a month the shipment is still “waiting to be exported”(?!?). Customer service extremely unhelpful and rude, my requests to either deliver the order or return my money have been ignored, after a while they simply stoped responding to polite e-mails. Below a screenshot of package tracking, 31 days after order has been placed. Reported to my credit card issuer for credit card fraud. Avoid at all costs.”

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'm sorry to hear about the troubles you have had receiving your order. I can see that we have responded to your emails and we are investigating this with the courier, as this was despatched with them on time. I apologise for the delays you have faced on this occasion and we are fully investigating this so we can resolve this for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Never got my game. It's been almost 3 weeks. Paid for it though, of course...”

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'm sorry to hear about the troubles you have had receiving your order. I can see from the tracking that a delivery has been attempted on 14/02/2024 and we expect them to reattempt this for you very shortly. 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. Zatu Games

Posted 1 year ago

“Ordered brand new stock and recieved second hand items that where cracked and covered in scratches. Called up and was assured that if I ordered more they would make sure they where brand new in great condition. They sent me even worse ones the second that were supposed to be new but had old price tags on. I wish they would have just said on the phone or labelled them properly as now having to go out my way to return these items and wait to get my two lots of money back.”

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

“Always a bad service, I have never had an order go to plan. They do not put any protective packaging the protect the games then expect you to be find with the damages if they ever reply to your emails. Bad service, bad packaging and bad customer service, would give it a 0 if I could”

Helpful Report

Posted 1 year ago

“Ordered something listed as "in stock" with "3+" listed, on Friday 26th January. This was not a pre-order, and it was not a "backorder". It remained listed as in stock for several days after my order. I received an email with an estimated delivery of 2nd Feb - 5th Feb. The 5th came and went. I asked them for more information about my order, like if it was actually in stock and if not when it would be. This message was ignored. I asked again at the end of last week. That message was also ignored. I tried. I contacted them twice, for an item they said they had in stock, that they said would get to me by the 5th. Clearly it wasn't in stock. That's frustrating. But worse than frustrating is just being outright ignored, several times. That's just unacceptable. This item was so that I could check the game out before backing a Kickstarter. I missed out on a discounted bundle because I fully expected Zatu to actually deliver what they said they would. Not only have they not, but they won't even tell me when I might get it. If you ignored my messages because you were worried I might cancel my order and you'd need to refund me, ignoring me to the point that I cancel my order anyway feels like a worse move.”

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. I can see that we have responded to your two emails regarding this order however I apologise if these have not been received. Please do not hesitate to contact us by phone or using our livechat service if you believe this still requires a resolution. We hope you’ll give us another chance. Zatu Games

Posted 1 year ago

“Game was shipped in a box too small. The boardgame was forced into the too small shipping box, warping the shape of the box around the boardgame and scraping the color off the corners of the boardgame. One of the games corners had even burst out from its too tight shipping box and had been dented, presumably during the shipping, but this would have been avoided if the game was in a proper sized box. Add that on top of having virtually no packaging protection within the box. I was very upset to see the quality of delivery from this company.”

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

“Item not delivered”

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

“Terrible company. Poor customer service as won’t reply to emails. Placed order which stated 3-5 working days but has not arrived. Was told it was at a different store and would receive email. Still no info on my order and company ignoring attempts to contact them. Asked for refund but since being ignored can’t get it. Scam company don’t waste your money.”

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

“Horrible experience, bought a board game and expansion. DHL got the wrong address, failed the delivery and returned it. Zatu support team claims it was delivered to me when it is as clear as day the package was sent to a different city than mine...”

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'm sorry to hear about the troubles you have had receiving your order. I can see that our customer service team has arranged a replacement for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“After making me wait for 2 weeks, they now tell me that the process that they assured me had begun has not yet begun. If you can see they have recently had the same type of complaints. Do not fall for the high score in its evaluation, it is a thing of the past ”

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 and we do advise that it can take up to 10 working days to appear in your account. We hope you'll give us another chance, and we anticipate hearing from you again soon. Zatu Games

Posted 1 year ago

“Order stated 2 days delivery and I paid for express delivery to receive by Christmas. Never arrived so emailed and they refunded me the £1. 3 weeks later still no sign so I emailed and then they dispatched it. Horrible Customer services and false advertising”

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. 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