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

“Ordered the game on Dec. 1, spent the money and never got it. Terrible. I can't give it any stars since I never got the product”

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. Delays have affected couriers across the country, and we are working hard with them to ensure that this arrives with you as quickly as possible. I can see that you have been promised a full refund if the tracking has not been updated by 30/12/2022 We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I never received my order and was speciously overcharged between Black Friday and cyber Monday an extra six pounds for a matter of one day. I then initiated email contact and am still awaiting any form of acknowledgment at all some 25 days later. Unable to elicit an email response I tried calling the customer service team on several occasions over the last 7 days to be greeted each time with an automated telephone message stating Christmas orders take priority so they have temporarily shut down the only other form of communication about my presumably unimportant pre seasonal order going by the complete lack of response up until this point. Was an advocate before this atrocious service. Now firmly a detractor. Leisure games offers a much better service.”

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 several email responses have been sent, and I apologise that these do not appear to have been received. We have asked our web team to look into this. I can confirm that this order was despatched on time, and I apologise that this does not appear to have been received. Royal Mail have assured us that your order is on the way despite delays in the scanning process. We are working hard with them to ensure that this arrives with you as soon as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Nothing went correct: - after more than 3 weeks of waiting, my order was split - I still don't know when the rest will arrive nor what is the status - because I had to wait for more than 3 weeks, I missed our truck that delivered last shippment for this year, so I will have to wait several more weeks - Communication with your team felt like contacting a bot instead of real person, which tells me how much you care for your customers - Quite frankly, I'll think twice before giving your company another chance, instead of, for example, wayland games or some other company, as they all delivered their orders in a timely manner, and didn't claim they have something on stock, which they obviously do not. Like your company did...”

Helpful Report

Posted 2 years ago

“8 days to despatch after I paid for the most expensive delivery option to.ensure arrival by Christmas which will not now happen. I would definitely not recommend this Company”

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

“I order a PS4 game on the 11th December for part of my son's Christmas present. After a week I called as I had not received a dispatched email. I was told it was in a warehouse and would be out in 24 hours. Nothing, happened, called again 2 days later same promise. Called again on the 20th, told would be dispatched that day with a 24 hour delivery upgrade. I asked for an email to confirm the upgrade which I was told would be sent. Now the 22nd December, no dispatch email, no confirmation email. I have just been lied to repeatedly. Will I ever recommend or use again, I doubt it very 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 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

“After a week item still not arrived.”

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. 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

“I made an order on the 5th December for two items. The order was only received on the 12th December. When the order arrived one of the two items were missing, I called through and spoke with someone called Helena who at the time told me they worked as a Customer service agent. They had told me that they’ll need to do some investigation and they’ll get back in contact with me within 48 hours. Of course, 48 hours passed and no one has been in contact. I call through again and spoke with someone called Taylor, he said that a manger will be in contact with me within 24 hours by phone or email. Low and behold no one did. I called through again and I spoke to Taylor, he said that he doesn’t know why no one called me. I asked at that point to speak to a manager on the phone as it didn’t seem like anything was happening. Taylor passed me over and I spoke to someone called Helena, I was taken aback and asked if she was the same person I had spoken to prior. And she said she was, so.. not only when I first came to Zatu with a problem I was given a fake promise by a manager, that sat well with me. I was told throughout the whole process that the missing item would be sent next day delivery once investigation was done. The investigation was done and the CCTV in their warehouse showed that someone packed the order but the time must’ve fallen out of the packed in transit. The box I had received was only big enough for the one item so they just said the warehouse must have not used the right box for the two items. Then, I was told the time was out of stock and I’ll need to wait until it’s back in stock. The following day they were supposed to have a delivery but it failed. Helena emailed to say as soon as it is delivered it was my despatched to me. I looked on the website and it said the item was in stock with 3+ quantity. The item was then sent the following day and I had to email to get the tracking information, I was then told that they sent it using Yodel and it was because they were currently faster than Royal Mails next day delivery, in the mean time I had send 4 parcels using Royal Mails 24 hour tracked and every one was delivered in told (these were non strike days) The item with Yodel took 5 days to be delivered. I was lied to, I was given untrustworthy advice and promises. My requests were completely ignored.”

Helpful Report

Posted 2 years ago

“Item not received, was advised I would receive a refund if the items hadn't arrived by a certain date, only to then be told they would not be issuing me a refund and to wait for the items to arrive, despite it being 3 weeks since the order was placed and supposedly "shipped".”

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

“Can't rate at the moment as I haven't received anything. When I try tracking the package it says that it is at the Bristol main centre. In fact, it says that they received it there on 3 separate days - maybe taking it out and then bringing it back again is more fun than actually delivering it ! Up the strikers - I won't bother saying what I'd like to put up them I've only given one star because I thought maybe you would be more likely to read those type of reviews”

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 used Zatu on several previous occasions, but have been let down this time. I placed an order on Sept 9th and it's yet to arrive. I queried where my order was on Dec 8th and was told it would be dispatched next week but still haven't even received a dispatch notice, so it's unlikely to reach me by Christmas. If Zatu had let me know that they couldn't fulfil the order then I would have been able to source my son's Christmas presents elsewhere... now I'm going to have to try to replace all the items in the middle of a postal strike. Thanks for the unnecessary stress Zatu :(”

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. 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. Kieran Zatu Games

Posted 2 years ago

“I received an email over 2 weeks ago stating my order had been dispatched, I have not heard a single thing since nor have I received my order. I leave the country in 2 days and this order was an important gift for someone. I don’t believe I will have enough time nor the funds to find the order somewhere else by tomorrow, really disappointed.”

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

“My brushes have been lost in post. Customer service is not being helpful. I want my brushes or refund please. Tried to phone but no answer”

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

“Board game arrived mouldy.. pictures to follow”

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 state of your order. We certainly aim to provide high quality products and apologise that this was not the case in this instance. I can see that our customer service team are working with you to resolve this issue as quickly as possible. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“was told that my order would be dispatched within 24 hours. i ordered on the 2nd of december and only today on the 18th has it JUST been dispatched. they told me over the phone that it would have to be sent from a smaller warehouse to their main one, where it would then be dispatched to me. i wasn’t told any of this beforehand. my advice? DO NOT order from here. i only ordered from here because Mad About Horror was out of the figure i wanted. I’d rather go without than order from here. the office was closed most times i tried to ring up even though they said they were open 9-5 most days, and when they were open, they took their sweet time answering the phone.”

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

“Never received”

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. 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

“je suis complètement DECU j ai commandé un jeux normal de base et je reçois un jeux de poche , version voyage même pas complet , pas de pièce pour y jouer pas de pions pour avancer , c'est honteux et de plus je me suis fait taxer de 11 euros de frais de douane personne ne m avait dit que ce minuscule jeux me couterai aussi cher; je suis trop déçu, vraiment impossible de jouer a ce jeux ; même avec des loupe tellement il est minuscule, c'est honteux de ne rien dire a ses clients, je ne vous félicite pas du tout, et croyez moi , je vais diffuser sur les réseaux a quel point vous êtes malhonnête, !! _________________________________________________________________________________ 603 / 5 000 Résultats de traduction Résultats de traduction I am completely DISAPPOINTED I ordered a normal basic game and I receive a pocket game, travel version not even complete, no room to play no pawns to move forward, it's shameful and moreover I was taxed 11 euros customs fees no one told me that this tiny game would cost me so much; I'm too disappointed, really impossible to play this game; even with a magnifying glass it is so tiny, it is shameful not to say anything to its customers, I do not congratulate you at all, and believe me, I will broadcast on the networks how dishonest you are, !!”

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

“terrible, wrong stocked marked as in stock. no option to alter order to actually get it to dispatch the items that are available only option is to wait over 2 months to "see" if your item gets restocked. and only then will the other items be shipped. absolute S**T”

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 do better. I am sorry to hear about the delays you experienced with your order. I can see that your order has been despatched. 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

“Placed a order on the 4th of December and still waiting for it to be dispatched as its stored in a separate warehouse. 12 days later and after emailing them and ringing there is still so sign of it being shipped. Tried ringing again but no answer after 20 minutes on hold”

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 is now due to be delivered today. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I am not able to write a review. The game ordered has not arrived. Track and trace show photograph if a parcel in a hallway. Unfortunately it is not my hallway. The game cost over £40. I would be grateful if you could send this to me or refund the price. The order number is WY977245018GB.”

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 do not hesitate to contact our customer service team by filling out a contact form, or giving us a call during our opening hours. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Haven’t received this yet but being asked to review…”

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. 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

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