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

“Zatu was my go to store wor years, but recently when they messed up not only was I expected to cover extra costs resulting from their mistake, I had to drive 30 miles to old address to pick up the parcel, my request to review their reply was just ignored. So, as long as everything is fine Zatu is great. When things go sideways, at their fault, not so 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 very sorry to hear about the troubles you experienced with this order and that you did not receive a reply to your email. Having looked into this I can confirm that this reply was lost in our system, and I apologise for the Inconvenience caused. Unfortunately, updating your address in your account will not affect outstanding orders, and our FAQ does state that in order to make any address changes before despatch, our customer service team should be contacted ASAP. We are very happy to hear that you have received your order, and 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

“Usually Zatu are very good, the packaging of games has always been good until now. I ordered Great Western Trail Argentina.. it arrived in a box too big with one scrape piece of brown paper.. so the game was left bouncing around in a beaten box. Luckily the game wasnt damaged but if that happens again I will stop using Zatu as I look after my games collection which is 400+ games and still growing.”

Helpful Report

Posted 2 years ago

“Great items and quick shipping. But packaging was awful. Box boxes arrived with damage.”

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 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. Kieran Zatu Games

Posted 2 years ago

“The rating is for the price of the games. The only downside is that my victory points completely vanished when I added the 3 games deal code and never returned….so I’m a bit cross about that as I’d earned them by buying games! The website clearly needs updating or fixing. Nevertheless, games arrived and were good. Would use them again and have done.”

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 your Victory Points. 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. Kieran Zatu Games

Posted 2 years ago

“The game arrived fine, however there was no packaging - so it was basically luck that it arrived unharmed!”

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 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. Kieran Zatu Games

Posted 2 years ago

“Very nicely surprised about the service. I've had just one problem with an order but I was supported quickly and the issue was resolved in a timely manner.”

Helpful Report

Posted 2 years ago

“Surprisingly the books I ordered arrived in mostly good condition. Some slight compressed edges, possibly due to the really bad packaging. The bad packaging is also why I only give 3 stars, everything else I cannot complain about. Anyway, I'll likely not order again, this time I was lucky that I received the books more or less undamaged, but probably won't risk it again.”

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 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. Kieran Zatu Games

Posted 2 years ago

“I like the website, the selection of games, and the prices. But when I was ordering the games, it was written, that I would get them on Jan 18-23. Today is the 26th, and according to the PARCELSOMETHING website, my parcel is still somewhere--traveling outside the UK but not in the delivery country. I hope I will get the games soon and will be able to raise the rating to at least 4 stars. But for now, it's only 3.”

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, the recent courier strikes have affected even our international customers, and I apologise that your order has been impacted by these delays. We are working closely with our couriers to ensure these orders are delivered as quickly as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“The product arrived exactly as described and was packaged well, thank you. However, there was an issue with delivery and it was delayed arriving over a week later than the expected date provided on the confirmation email despite paying for 48 hour postage. There was no communication from Zatu updating me that there would be a delay and it took several emails and a phone call to customer services to establish the reason for the delay was that the product was having to be shipped from another warehouse before being shipped to me. I was sceptical that it would arrive as per the new date stated as the window was small and fell over a weekend, but it did and crisis averted as this was for a birthday present.”

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

“Hard to leave a valid review Ordered 2 weeks ago and have not received my item or any shipping updates. I Will cancel the order if I don’t hear anything soon…”

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, the recent courier strikes have affected even our international customers, and I apologise that your order has been impacted by these delays. We are working closely with our couriers to ensure these orders are delivered as quickly as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Support staff were helpful and friendly, and the website is nice to use, but at the end of the day I made my order over a year ago and I still haven't gotten it. Thankfully I was notified of shipping earlier this month, so let's hope it arrives in good condition.”

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 this order was for a restock item; while we typically aim to fulfil restock orders within a few months, this can take longer in some instances due to reasons outside of our control. I am happy to hear that your order has been despatched, and you should be receiving this very soon. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“After 10 days I haven’t received any news about my parcel. Probably due to the problem with Royal Mail sending packages abroad. Anyway, I would like to receive some further information about the current status of my order.”

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 placed around 5 or 6 previous orders with Zatu, and they've been great. But my last order I placed wasn't so great. I ordered some collectible items and paid for a 24 hour delivery. I received the emails from both Zatu and the courier company saying this will be delivered the next day, which I think would have been a Tuesday. But the items didn't arrive until Wednesday. With all the commotion going on with the postal service, this was understandable, albeit, a little annoying. So I emailed Zatu just to let them know that the courier service I paid for isn't the one I'm receiving. Well, I got the most passive aggressive reply! And to top it off, the collectible items which I wanted to add to my collection, Pokemon Cards, arrived so battered and dented. Hope this is just a one off as I enjoy shopping with these guys.”

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 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. Kieran Zatu Games

Posted 2 years ago

“Really competitive pricing.”

Helpful Report

Posted 2 years ago

“Ordered some items and these despatched very quickly. Unfortunately I could only select a service using the UK’s Royal Mail and although I selected the tracked service the parcel it has not yet been delivered. It was received in the destination country (Ireland) in the expected time frame but is being sorted by the Irish Post Office multiple times over the last 5 days and it seems it may finally being delivered in the next couple of days. It would be great if you could add an option to use an international courier company as one of the delivery options as this should / could resolve these kind of issues as it seems most national postal systems are under pressure.”

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. We take our customer feedback seriously, and so your comments have been passed on to management to look into. 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

“My 3 star review is based on the fact that the product in question was ship poorly. The packaging came heavily damaged. Unfortunately some of the figures packaging also got damaged. The postal service also clarified to me that was how it arrive at the postal office. They would have gotten 5 stars if they put a note sturdy material inside of the box, so it doesn't get damaged. As for the shipping speed I am satisfied”

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 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. Kieran Zatu Games

Posted 2 years ago

“Normally excellent service but I paid for 24 hour delivery and ordered before the cut off but the delivery came late. When reporting the issue I was just told that they would give the feedback to the delivery company. My contract for 24 hour delivery wasn’t with the delivery company, it was with Zatu. I was very disappointed with the response.”

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. 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. Kieran Zatu Games

Posted 2 years ago

“Generally zatu are pretty good however I ordered on 26th, it didn't get sent until the new year. I tried to contact them to add something to my order. By the time they got back to me, it was after the order had been sent. There was no info on their site suggesting they were closed between Christmas and New year, no info on the order to say it wouldn't be sent until the new year, so all in all, pretty underwhelmed this time. Oh and they missed out on an additional order!”

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. We apologise for the Inconvenience that has been caused on this occasion. We certainly aim to catch any order amendments as soon as possible, and I am sorry to hear that we missed it in this instance. We take our customer feedback seriously, and so your comments have been passed on to management to look into. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“We got there in the end. Ordered 4 games, got order acknowledged, then no updates. Repeated emails, Tweets and other attempts eventually got a response saying that one of 4 was in a different place to the others and they were waiting on that. I suggested given the delay would it not be better to ship the other 3 so at least some chance of arriving before Christmas. Got a reply saying if I paid extra that could be arranged - which I felt after the delay was not fair, and I emailed again to say so. Again no reply for several days (I appreciate very busy in run up to Christmas but still fell short) but eventually, after I had already told my boy that his presents were unlikely to reach him on time, got a responsed saying everything was now there and was being sent off via speedy delivery and it arrived just in time for Christmas. Phew. Thanks for eventually sorting it, but took a lot of time chasing to help make that happen. I've left the delivery on time tab because it was a lot later than expected, but in time for Christmas.”

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

“Cards arrived with a reasonable but the boxes were all wet which gave damage to the boxes. Luckily the cards were sealed but could have ruined them”

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. We will certainly Investigate this with the courier and our warehouse team to prevent similar issues from affecting our customers in the future. Please do not hesitate to contact us If you have any further concerns. We hope you'll rely on us again. 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	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