Zatu Games Reviews

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

4.8 Rating 42,245 Reviews

95 %

of reviewers recommend Zatu Games

4.8

Based on 42,245 reviews

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

About Zatu Games:

Seek Your Adventure With Zatu!

Zatu Games is the UK’s No. 1 independent board game retailer. Our mission is to sell top quality board games, TCGs, video games, Miniatures and collectables at affordable prices to spread the word that table top gaming is back big time!

We stock over 80,000 games (our goal is to have one of everything!), ship worldwide, offer next day delivery and 60-day returns. Not only that, but we also offer guest blogging spots to board game lovers, if you're interested about writing for us simply email blogs@zatu.co.uk!

For any customer service queries, contact:
team@zatu.co.uk

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Zatu Games 5 star review on 14th June 2025

Jefte L

Zatu Games 5 star review on 12th June 2025

Kelly F

Zatu Games 5 star review on 10th June 2025

Tony W

872

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had ordered a terrain set for christmas and I received a 2024 players handbook instead. Their customer service on orders they mess up is bad. I would never recommend anyone buy from them if because they are unwilling to fix or solve the problem.”

Helpful Report

Posted 4 months ago

We're genuinely sorry to hear about the mix-up with your order. We understand how disappointing it is to receive the wrong item, especially during the holiday season. Please reach out to our customer service team so we can assist you further. Your feedback is valuable to us, and we're committed to improving our processes to prevent similar situations in the future. Thank you for your patience.

Posted 4 months ago

“Avoid! Refusing to refund for non-delivery of product All businesses suffer service issues from time to time, but it's how you deal with them that separate the 5 stars from the 1 stars. I ordered and paid for some board games pre-Christmas for delivery to Ireland, but due to incorrect paperwork filled out by Zatu the items were rejected by customs and returned. Over a month later and despite several email conversations, I have still not yet been refunded. Zatu are claiming they have not yet received the board games back from their courier. I reminded them that this is nothing to do with me - that is a contract between them and their courier - and that I have simply not received what I ordered and therefore, am entitled to a refund. This has fallen on deaf ears. Absolute appalling service and direct contradiction of their responsibilities in the Consumer Rights Act 2015.”

Helpful Report

Posted 4 months ago

We're truly sorry to hear about your experience. We are currently investigating your case and working closely with our courier to resolve it as quickly as possible. We appreciate your patience as we navigate this issue on our end. If you have any further concerns or need assistance while we work through this, please don't hesitate to reach out to our customer service team. Your feedback is important to us, and we aim to improve our processes to prevent similar occurrences in the future. Thank you for your understanding.

Posted 4 months ago

“Literally was shown the cost of one item on the checkout page, pressed Pay for Item and the price of everything suddenly doubled and I was paying for two of the same game along with double the shipping. I obviously only wanted a single game but the help centre was not open on the weekend and had already shipped by the time anyone was back in order to fix this. Customer service solution (which took about 24 hours each message) to answer was to ship the item back myself (I would have to pay for shipping). I live in Canada so the cost of shipping a board game to England would be astronomical and basically make this not worth it. Helpdesk also claimed it was "not possible" for my situation to occur.. so not only were they no help but I basically was told I was lying. Needless to say, I will never ever purchase from here again.”

Helpful Report

Posted 4 months ago

Thank you for your feedback, and we sincerely apologize for the distressing experience you encountered with your order. We understand how frustrating it is when issues arise, especially during the checkout process and with shipping. We are continually working to improve our systems and support to prevent such situations from occurring in the future. If there's anything more we can do to rectify the situation or assist you further, please don’t hesitate to reach out to us once our help center is available. Your satisfaction is important, and we hope to earn back your trust.

Posted 4 months ago

“Son unos estafadores, hice mi pedido hace 8 meses y nunca llegó”

Helpful Report

Posted 5 months ago

Thank you for your feedback, and we sincerely apologize for any inconvenience caused by the backorder status of your item. We understand how frustrating delays can be, especially when you're eagerly awaiting a product. Please know that we're working with our supplier to restock these items as quickly as possible and will notify you as soon as they become available for shipment. We truly appreciate your patience and understanding during this time. If you need any further information or assistance, please don’t hesitate to reach out to our customer support team.

Posted 5 months ago

“Collectible item was ordered before Christmas but packaging was damaged due to poor packing. It was returned without acknowledgement of receipt. It took contact to find that it had been received and then I was just refunded for the item without out contact or explanation that the item was out of stock.”

Helpful Report

Posted 5 months ago

Thank you for your feedback, and we sincerely apologize for the inconvenience caused. We understand your frustration with the damaged item and the delay in dispatch. As the item wasn’t immediately available for shipment, our returns team was unable to offer a replacement at that time. However, we made sure to process a full refund for the damaged item as quickly as possible. If there’s anything else we can assist you, please reach out to our customer support team.

Posted 5 months ago

“Both games I ordered arrived damaged with a ripped box edge. No protection of the game boxes whatsoever for international shipping.”

Helpful Report

Posted 5 months ago

Thank you for bringing this to our attention. We're sincerely sorry to hear that your games arrived damaged due to inadequate packaging during shipping. We understand how frustrating this must be and appreciate your feedback, as it helps us identify areas that need improvement. We’re committed to ensuring a better experience for our customers in the future. If you need assistance, please reach out to our customer service team, and we'll be happy to help.

Posted 5 months ago

“To summarize my experience with Zatu Games, it was a waste of time and energy. I ordered four products on November 21st, to be delivered to France. The first incident occurred when the dispatch didn’t happen as expected. I had to alert Zatu Games... On the 26th, that issue was resolved. But the story doesn’t stop there. On December 4th, I noticed that the package seemed stuck in transit, so I (once again) alerted Zatu Games. After numerous exchanges, each with delays of at least 2 or 3 days between responses, more than a month after my purchase, I was finally informed that the parcel was (obviously) lost... On December 31st, they finally decided to issue a refund (which was the only step that happened quickly). Of course, I decided to buy elsewhere based on this bad experience. You never get a second chance to make a first good impression...”

Helpful Report

Posted 5 months ago

Thank you for sharing your experience. We sincerely apologize for the frustrations and delays you encountered with your order. It’s clear we did not meet your expectations, and we understand how disappointing this can be. Your feedback is invaluable as we work on improving our processes to prevent such issues in the future. We appreciate your patience throughout this situation and hope that you might reconsider us for any future purchases.

Posted 5 months ago

“Package was probably stolen, the signature on the delivery receipt was forged and Zatu didn't care. Lost a ton of money.”

Helpful Report

Posted 5 months ago

Thank you for sharing your experience. We’re truly sorry to hear about the issues you encountered with your delivery and the impact it had on you. Please know that we're committed to addressing such concerns and improving our processes. Your feedback is important to us, and we hope you'll give us another opportunity to provide you with a better experience in the future.

Posted 5 months ago

“I'm amazed my order got to me at all the top and bottom of the box were not sealed. Royal mail did a great job in keeping the game and half a postage box together and in damaged. Not very happy or impressed with zatu though”

Helpful Report

Posted 5 months ago

Thank you for sharing your experience. We're very sorry to hear about the condition of your package upon arrival. It’s concerning to hear that the box was not sealed properly, and we appreciate your feedback regarding this issue. We will be looking into how we can improve our packaging standards to ensure that nothing like this happens again. Please contact our customer service team for further support and assistance regarding this. Your satisfaction is important to us, and we hope to have the opportunity to restore your faith in our services.

Posted 5 months ago

“The book I ordered that was listed as in stock was actually not in stock. They didn't bother to tell me, so after weeks of waiting I contacted them and they finally told me it was backordered . . . except the book is out of print so they're will never be new orders! When I pointed this out they stopped replying altogether, and I'm still waiting for my refund and an explanation. At this point I'm going to have to contest to the charge with bank to get my money back for the backorder that will never be fulfilled. Seems like a scam.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We sincerely apologize for the experience you had with your order. We value your concerns and are taking your comments seriously as we work on improving our processes and support. Please reach out to us again so we can resolve this matter urgently. We appreciate your patience and hope to make things right for you.

Posted 5 months ago

“Item was ordered early December for shipping to Ireland for Christmas - Zatu failed to attach the needed export documentation so the package never got past Irish customs. It was last showing as being returned to sender - Zatu then refused to provide a refund until the product arrived back at their warehouse, despite it never having been delivered in the first place - so not only was it not delivered for Christmas, the refund is still outstanding - best not to use this company if purchasing from overseas.”

Helpful Report

Posted 5 months ago

Thank you for sharing your experience. We apologize for the issues you faced with your order and any inconvenience caused. We're committed to improving our processes and communication, especially regarding international shipping. Your feedback is invaluable, and we hope you'll consider giving us another chance to serve you better in the future.

Posted 5 months ago

“Games arrived in perfect condition but they will arrive 9 months after initial expected delivery date. Get your orders in now to enjoy your favourite games in 2027.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We're glad to hear your games arrived in perfect condition, but we are truly sorry for the long wait you've experienced. We understand how frustrating delays can be, and we appreciate your patience during this time. Your comments are important to us and will be taken into account as we work to improve our delivery timelines. We hope you might consider us again in the future.

Posted 5 months ago

“Customer services extremely slow to respond to tickets if you have an issue with an order”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We sincerely apologize for the slow response times you've experienced with our customer service. We understand how frustrating it can be when issues arise and prompt communication is important. Your concerns are valid, and we are actively working on improving our support processes to better serve our customers. We appreciate your patience and hope you might consider giving us another chance in the future.

Posted 5 months ago

“I ordered Oceans on line in November and it was in stock online. Received my order number and expected delivery date. Then nothing………I was away in December and have just chased this. After a long hold to speak to someone I was told that it had been a fault with the website! I was now on back order. A pity that no one had told me this. I have previously had good service from this company but this falls far short of the service that I expected and I imagine that they would hope to provide. Clear communication would have prevented this problem.”

Helpful Report

Posted 5 months ago

Thank you for sharing your experience. We sincerely apologize for the mix-up with your order and understand how frustrating it must have been to not receive clear communication. We strive to provide excellent service, and it’s disheartening to hear we fell short this time. Your feedback is invaluable and will help us improve. We truly appreciate your past support and hope you might reconsider us in the future.

Posted 5 months ago

“I would rate Zatu a 0 but there isn’t an option to do so. Buyer beware!, I initially placed my order on June 29, 2024. They were quick to process and take my money but after more than 6 months of waiting (even thought they stated 2-4 day shipping) I never received my item but did receive a email stating my order was being cancelled. On top of that Zatu wasn’t even willing to compensate me for all the time I spend waiting on this item other than refunding my money. I strongly recommend using another vendor because clearly Zatu doesn’t not care about their customers or their time. I was more than patient with Zatu and at the end I feel I was taken advantage of. Below is a timeline of emails sent and received events. 6/29 order placed 7/21 emailed Zatu requested update 7/25 received email reply stating “as soon as arrives, it will be dispatched to you” 8/15 emailed Zatu requesting update and tracking number 8/16 received email stating “I can reassure you that this will be dispatched for you as soon as it is possible to do so” 9/10 emailed Zatu expressing my dissatisfaction with my service 9/11 received email stating “Our procurement team are working hard to get this for you from our supplier, and we will ship your order to you as soon as possible” 10/12 email Zatu again for an update and further state my dissatisfaction 10/16 receive email stating “Unfortunately, our supplier is unable to give us any new information regarding a possible stock date” 12/20 email received notifying me that my order was cancelled 12/21 I email expressing my complete dissatisfaction with the service I have received from Zatu and request sometime of compensation for the more than 6 months that I have waited for my item. 12/24 received email stating “Unfortunately we would not be able to offer compensation for this””

Helpful Report

Posted 5 months ago

Thank you for your feedback. We sincerely apologize for the frustrations you've experienced with your order. We understand how disappointing this situation can be, and we’re truly sorry for any inconvenience this has caused. Please know that your concerns are important to us, and we are continuously working on improving our service. We hope you might consider giving us another opportunity in the future.

Posted 5 months ago

“Didn’t really want to leave a one star review, but there was no option for zero stars !!! Ordered two games in the sale at the start of December, and only have one currently. Although I had good emails back when inquiring where the games were I shouldn’t have had to ring or email to find out. I was told that it was on order from a third party, or that it was part of a larger order coming from the supplier. In the end I went to Zatu and asked directly where they were, and if it would be in time for Xmas. I was told that one of my games was waiting, but I had no email to say it was in ! The second game was still being “sorted” and again part of a larger order ! I still don’t have a notification on when my order will arrive, maybe in time for next Xmas !! Zatu were quick enough to bombard me with emails about daily Xmas deals but not to get my order in time for Xmas . I will not be using Zatu again ,I could have ordered it from Amazon and had it by now!! Things were different when Zatu were small and trustworthy working out of a small shop next to Roy’s …. Disappointed….”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We’re really sorry to hear about the delays with your order and the frustration it has caused. We certainly don’t want our customers to feel this way, especially during the busy holiday season. Your feedback regarding communication is noted, and we’ll do our best to improve in this area. We appreciate you bringing this to our attention and hope you’ll consider giving us another chance in the future.

Posted 5 months ago

“Sent me the wrong game, and then expected me to pay for the return postage, absolute joke of a company, I suggest you avoid them at all costs.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We’re truly sorry to hear about the mix-up with your order and the frustration it caused. We understand how disappointing this can be. We aim to make our return process as straightforward as possible, and your comments will help us improve. If you’d like to discuss this further, please reach out to our customer service team. We hope you'll reconsider shopping with us in the future.

Posted 5 months ago

“Cannot as product hasn't arrived. Order said dispatch 3-4 days. 3 days before Christmas and it still has not been dispatched.”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We’re genuinely sorry for any inconvenience this has caused you. I can see that your order has been dispatched and is out for delivery! Feel free to reach out to our customer service team. We truly appreciate your understanding during this busy time.

Posted 5 months ago

“saying its available and telling me in chat its waiting to be picked i find out that was a lie and my order is on hold ... not impressed”

Helpful Report

Posted 5 months ago

Thank you for your feedback. We're sorry to hear about the confusion regarding your order status. We strive to provide accurate information, and it’s disappointing to know we fell short this time. Your experience is important to us, and I can see that a replacement order was dispatched on 18/12/2024 for you. Please feel free to reach out to our customer service team, and we’ll be happy to assist you further. We appreciate your understanding and hope to regain your trust in the future.

Posted 5 months ago

“Not recived my order still waiting”

Helpful Report

Posted 5 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. Tracking suggests this has now been delivered. Please do not hesitate to contact us again If you have any further concerns. We hope to have the opportunity to serve you again.

Posted 5 months ago

Zatu Games is rated 4.8 based on 42,245 reviews