Zatu Games Reviews

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

4.8 Rating 44,048 Reviews

95 %

of reviewers recommend Zatu Games

4.8

Based on 44,048 reviews

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

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

Visit Website

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Zatu Games 5 star review on 1st October 2025

888

Anonymous

Anonymous // 01/01/2019

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

“I had to e-mail Zatu twice to get my order shipped. It took Zatu 17 days (13 working days) to ship my order. I ordered on 17 september. I got the tracking link from the delivery service on October 4th. Once it was shipped, the delivery service delivered the order within 4 days (from UK to the Netherlands). Last time I ordered from Zatu.”

Helpful Report

Posted 11 months ago

“The short version: - 2 out of 4 recent orders contained items that were out of stock, despite them being listed as available online for next day delivery. - All of my email correspondences have been inaccurate in some way (I was promised several refunds which didn't come to pass, and I was told In would receive orders that didn't arrive) - I had to cancel an order because of this delay, but when I tried to reorder the parts of the order that were in stock I realised that the price had jumped for all items (and I was told they would not honour the original price paid). The long version: Out of my four recent orders, 2 of them were not fulfilled because they contained out of stock items (despite the items being listed as available for next day delivery). In my most recent delayed order, I was assured via email that I would receive the order within a day or two... when I called up customer service a week later (after a lengthy period on hold), I was told that the item still wasn't in stock. At several points in the process, I was told via email that my money would be refunded, though I didn't receive anything back until I called up customer service who told me my refunds had not been processed. I hope this time I get my money back. With my second unfulfilled order, I was told that the problem was that some of the items were in stock, but the out of stock items were delaying the entire order. I had to cancel this order as it had been delayed for over a week (when I had been expecting next day delivery) and no timeframe for when it would be fulfilled. However, when I tried to reorder the items that were in stock, they had all jumped in price. When I asked customer service over the phone if they would honour the price that I had originally tried to pay, they said they couldn't. This seems unreasonable to me as I would have received the order at the lower price a week prior had they fulfilled it as promised. Overall, I would say that the customer service is unreliable (over email, at least), the pricing is erratic, their accounts team is slow, and their website is inaccurate. I may keep buying from them as their selection is very good and their prices are reasonable (assuming they don't jump up randomly), but there comes a point when their disorganisation and unreliability makes one consider shopping elsewhere.”

Helpful Report

Posted 11 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 should you still require assistance.

Posted 11 months ago

“Full review here: https://www.trustpilot.com/reviews/66d1ab61b5c4d0e75af11e0a I would not recommend Zatu to anyone in future, and would instead suggest spending more money on a company that demonstrates value of its customers. It's almost like every response I've had from Zatu to complaints and questions has read the first line of my message and guessed at the remaining content. No attention to detail, no clarity and honestly, no care for your customers.”

Helpful Report

Posted 11 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 11 months ago

“Normally an excellent company, but forty eight hours does not add up to six days for delivery”

Helpful Report

Posted 11 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 11 months ago

“Twelve days after placing an order and after the expected delivery date I have not received any shipping notification or tracking details. Not what I would have expected”

Helpful Report

Posted 11 months ago

We apologize for the delay in your delivery. We understand how frustrating this can be and are working to prevent future delays. If you require any further assistance, please contact our customer service team who will be happy to assist.

Posted 11 months ago

“The emails weren't very clear, describing my order as 'on it's way' when I had opted for click and collect. I tried to call 3 times, waiting over half an hour on hold and never getting through. I did get a quick email response when I asked if this meant the game was ready to collect. However, when I went to the shop, it was locked due to illness. The employee who answered the office door was really helpful and managed to find someone in the warehouse with a key fob, but the overall impression I have from this transaction is that things are not well organised. It doesn't make me want to use Zatu in future.”

Helpful Report

Posted 1 year ago

We apologize for any inconveniences you faced. We’re committed to providing better service and hope you’ll give us another chance to meet your expectations.

Posted 1 year ago

“I am extremely dissatisfied with my last order. Firstly, the box is twice as big as the contents. Secondly, out of 5 ordered items, one item does not match the order(( The delivery speed leaves much to be desired. But that is the problem of the post office. I will hardly order from this store again.”

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 incorrect item to 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 1 year ago

“Corner of book damaged in post Was very dissapointed with packaging”

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.

Posted 1 year ago

“I have still not received my delivery”

Helpful Report

Posted 1 year ago

We’re sorry for the delay in your order’s arrival with you. Please contact our support team for further assistance should you wish to enquire about the status of your order. We appreciate your patience.

Posted 1 year ago

“Inconsistent. Have pre-ordered items from the store, only for them to go out of stock and they are never actually shipped. Also purchased an item that was in stock, after a month I reached out to ask why it never shipped. They told me it was ok the way from another warehouse. It took two months to arrive. So so disappointing. Won’t be buying from them again.”

Helpful Report

Posted 1 year ago

“Order was unnecessarily delayed by 2 weeks. Customer services were however somewhat responsive.”

Helpful Report

Posted 1 year ago

We’re sorry to hear about your experience. We’re committed to providing better service and hope you’ll give us another chance to meet your expectations.

Posted 1 year ago

“Ordered items listed as in stock with delivery estimate 9-15 days later - a bit long but maybe they're backed up? Did not receive order for 24 days. Did not receive any proactive updates on the order in that time. Pretty disappointed - if you can't dispatch items, don't say you have them in stock. If you realize there's a stock issue and it wasn't actually in stock, reach out to the customer to give them a chance to cancel and buy elsewhere.”

Helpful Report

Posted 1 year ago

We apologize for the inconvenience. Please contact our support team so we can assist you further and resolve the issue promptly.

Posted 1 year ago

“Have been waiting 4 weeks for an item I had ordered that stated it was in stock when i ordered it. I have now asked for a full refund as it is still not dispatched. Amy on customer service has been fantastic but the same can't be said for the other people I have spoken to who kept promising me week after week that it was being processed and would be with me by the end of that week, only for another week to pass and nothing. The problem is not how long it has taken or is still taking to be precise, but instead the fake promises being made and the blatant lying down the phone just to shut me up so I'll go away. Something I do have to say that Amy never did. Even when it was something she knew i didn't want to hear she was honest with me. If i ever come back to zatu again after being treated so poorly it will be because of her and her great customer service skills and above all else her honesty. In the mean time however this is a customer lost.”

Helpful Report

Posted 1 year 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 1 year ago

“Zatu were my go to choice for all my board games and presents for family. Usually no grumbles. Clearly though when things go wrong they do not have good customer service and they do not really care if they are late. It's a take it or leave it approach from them. They know you've ordered the game because you want it, and it's probably more hassle for us as customers to cancel and source elsewhere. In summary, they are fine until they are not, then they just make you wait...”

Helpful Report

Posted 1 year 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 1 year ago

“Recently bought an expansion for B17 Flying Fortress Leader, at a reduced price, that it was exactly the the one I received was in stock and a beta, so from reading the reviews on Gameboardgeek I knew that there were some components missing. So when new stock came, at full price, in I ordered it again only to find it was exactly the same with the same components missing.”

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 missing parts within 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 as best we can.

Posted 1 year ago

“First item I ordered was dispatched and delivered very quickly. The second order however has not even been dispatched after 11 days. There has been no update or communication abotu why it's taken so long to dispatch.”

Helpful Report

Posted 1 year ago

We’re sorry your order arrived late. Unexpected delays can happen, but we’re working hard to ensure that your order is dispatched as soon as possible for you. Thank you for your patience. If you require any support with your order, please contact our customer service team, and a member of the team will be happy to help wherever possible.

Posted 1 year ago

“Placed an order that was delivered to the wrong address, not Zatu's fault understandably. But it took 3 phone calls before anything was sorted out and I wasn't going to get my hands on the game until more than 2 weeks later than expected, just because they had 'certain polices' in place. Was made to feel like it was my fault for choosing the royal mail to deliver it. Had ordered in the past from them without issue but this has completely put me off, Amazon has gained another customer”

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 a replacement has now been sent for you. We anticipate hearing from you again soon.

Posted 1 year ago

“My order was very poorly packaged and some of the games arrived damaged. With a quarter of the box left empty, the heaviest items on top and without any padding to speak of, it’s almost surprising the damage wasn’t worse.”

Helpful Report

Posted 1 year ago

“I ordered items shown as in stock on the website for collection at the Norwich shop. I called the following day and was told that the items were definitely in stock, not at the Norwich warehouse, but were on their way. About 3 phone calls and 23 days later I was finally notified they were available for collection. Nobody could explain the delay, or why the items had supposedly been 'in transit' for that length of time. I found this to be quite disappointing.”

Helpful Report

Posted 1 year 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. If you require any further assistance with this, please get in touch with our customer service team. Zatu Games

Posted 1 year ago

“Order was 5 July , Today is 20 July (Transport from UK to Poland) - I still dont have products. Change the delivery company.”

Helpful Report

Posted 1 year ago

We’re sorry your order hasn’t arrived. Sometimes, delays occur due to unforeseen circumstances that can be outside our control. Please contact our customer support team for an update on your order’s status. Zatu Games

Posted 1 year ago

Zatu Games is rated 4.8 based on 44,048 reviews