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

“Ordered a board game for Christmas. Instead of the £30 game I received a used - with bookmark and rips, gardening photography book. I spoke to customer service who offered no resolution and said they don’t sell the book. Now emails are not being responded to. Wouldn’t have bothered with review in hope they still resolve but hey, I just got an email asking me for my experience…”

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

“Ordered a card game and paid for next day delivery. But the package did not turn up until 3 days later. I have emailed them stating that I needed it for next day hence me paying the extra cost, but received nothing back from them. Not impressed at all”

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

“Late dispatch of material. Missing more than half the order and then mixed messages from customer services on the reason why. Not a good experience and needed chasing to get them to resolve, Still waiting on dispatch on items they have in stock almost 2 weeks later.”

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

“I have used Zatu games in the past with no problems. This time however I am still waiting for my order 10 days after placing it. The tracking number provided ( finally received after several attempts to get this from Zatu) apparently only gives information once delivery is made so no use as a tracker then. They are not answering the phone and take several days to respond to emails”

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 ordered three boxes of Kill Team: Into the Dark. Was initially very impressed with the prospect of next day delivery and was excited to receive my order. I only received a third of the order initially (with 1 of 1 on the packaging label), with no indication from Zatu Games that my other two boxes were coming. I then called up customer services to tell them about this and found the service rather rude and off - especially considering the company had taken nearly £300 off of me, and only giving me a third of the order. Made very little effort to apologise and seemed reluctant to give me information on when the rest of my order would be shipped etc. Thankfully, I did end up receiving the rest of my order but certainly not without a lot of effort! It's such a shame because the company has a lot of stock in games that I am interested in and the rewards system seems great, just a shame that their packaging and customer service departments don't appear up to scratch. Will not be buying again and wouldn't recommend to people who are ordering multiple of something.”

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 take our customer feedback very seriously, and so your comments will be passed along to management to look into. We will be Investigating this issue 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 submitted an order in early January 2022. Without checking with me, they shipped the order in October of 2022. Not responsive to email inquiries (over a week to respond). I do most of my shopping online. Never has a company shipped me something even 2 months late without checking to see if it is still required. I purchased the items in June or July 2022 from Amazon and received in two days.”

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. Having looked into this, I can see that you ordered a re-stock item. Re-stock items typically take up to two months to be fulfilled. However, in some rare cases, they can take longer to arrive with us. This can be down to various factors outside of our control, and we do inform customers of this possibility when an order for a re-stock item is placed. We apologise for any Inconvenience that has been caused, and hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Absolutely Abysmal dispatch/delivery time. Ordered an item on the 10th November, wasn't dispatched till the 15th because they didn't have item on site... It was being sent from another location, then being dispatched. Didn't arrive till the 21st. I paid for 48 hour delivery... After delivery I Contacted them saying I wanted my delivery charge refunded as it wasn't 48 hours and they ignored my request and told me to check the tracking of the item thinking I was querying where the item was. I wouldn't recommend this company until they sort out the dispatch time and have competent customer 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; 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 your full shipping costs have now been refunded for you and should be with you shortly. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I am a member of the board gaming team in my city and this was my first and last purchase from your site!I will tell to all my friends about you and my terrible experience!!! You cheated me about next day shipping! and I will tell everyone not to buy from you.”

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. I can see that a partial refund of the shipping costs has been issued. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Purchased item on 8/11/22. 48 hour delivery noted. Expected delivery date 10/11/22. Provided an invalid tracking code. Item hasn't arrived. Zero responses from company enquiring about delay. Opened a case to prompt some sort of response. Nothing. Just awfully ignorant.”

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

“Ordered a collectable toy for £50 on 05/11/2022 and received 11 days later on 16/11/2022 due to a late dispatch. I received no delivery delay email or update until I reached out on the contact form, email and on Twitter to find out it was delayed as it was being transported from one of their warehouses to another one. Please incorporate some messaging to let purchasers know when their order is going to be delayed. I’ve finally received my item in the post and the box has some pretty bad damage from poor handling. This was done before it was boxed up as the delivery box wasn’t damaged at all. So either Zatu received the stock in poor condition and thought it was fine to sell it at full price or the warehouse staff are being rough while handling stock. Not great for a £50 toy whose target market is collectors. These things sell for upwards of £200 once their production run ends, though people will pay significantly less for a poorly looked after box like mine. I didn’t buy it for the purpose of reselling but I hope it sheds some light on how not managing stock correctly with care can devalue purchases their customers are making. This box doesn’t look great on my shelf all bashed up like this 😔 I would not recommend users to shop with you as a result of this and I am very unlikely to make any future purchases from you. I reached out to Customer Services with this feedback on 17/11/2022 and I have still not received a reply on 21/11/2022. Shocking 👎🏻”

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. We will certainly be Investigating this with our warehouse team to prevent similar issues from affecting our customers in the future. I can see that upon contacting our customer service team, a partial refund has been offered for the damages We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Pre ordered pokemon violet over a month ago for my sons birthday which was today was told that I would be receiving the game on the day of release which was yesterday and it has neither turned up today or yesterday so now the only present my son asked for o his birthday now has to wait another couple of days all because I chose to preorder from this website was my first and will be the last time I order from here wouldn't have even given it a 1* but there is no option for a 0”

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. I can see that this was despatched on 17/11/2022 on a 24 hour service and should have arrived with you on the day of release. 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

“Here’s some bullet points: Ordered something. Zatu took money immediately. Awaited shipment notification for a week. called to find out what was going on. Zatu cancelled my order as nobody could be bothered to tell me my item was actually NOT IN STOCK. Still waiting for my refund. Terrible”

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

“Though my order was shown as on stock in the Online Shop, the shipment still hasn't been started yet. When I check the status of the order the order hasn't been delivered to the shipping company, let alone reached me. Therefor only one star for a so far fully disatisfying shopping experience”

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. I can see that this was despatched within 24 hours of the order being placed and should have been with you by now. 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

“Books were TERRIBLY packaged and arrived with both damaged. Not what I expect when I spend over £90. I won’t be shopping here again.”

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 am very sorry to hear about the damages to your order. We will be Investigating this with our warehouse team to prevent similar issues from affecting our customers in the future. I can see that a free returns label has been issued, and we have informed you that replacements or a full refund will be issued once these have arrived back in our warehouse. We hope you'll give us another chance, and anticipate hearing from you again soon. Kieran Zatu Games

Posted 2 years ago

“No news of my command. Still at "export from Uk" since 5 days. 5 days to come to Belgium from UK seems a little too much for me :(”

Helpful Report

Posted 2 years ago

“Placed an order 8 days ago and heard nothing, no communication or anything. Put a web contact in and still heard nothing, just phoned and apparently there had been a 'problem at the warehouse'...hmmmm. With so much competition and this being my first order I will go elsewhere in future.”

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

“Poor Communication. Pre-Ordered Pokemon for Delivery on Friday. Asked for confirmation when the order would be sent to ensure I received the order on launch day. No response. Reached out on Facebook. No response. Sent an email to cancel the order, again to no response. Called this morning and order was cancelled and refunded but status updated to "Awaiting Dispatch". No emails in spam or storage issues. V Disappointed as now scrambling to try find the correct version on launch day.”

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. I can also see that your emails have been responded to on both occasions, and I apologise if you were unable to locate these replies. We hope you'll give us another chance, and we anticipate hearing from you again soon. Kieran Zatu Games

Posted 2 years ago

“It's been out for over a week and I still haven't received my order.”

Helpful Report

Posted 2 years ago

“I usually love zatu and is my go to place to purchase. My wife and I have accounts and spend what I feel is a lot of money. Thai time though I got an email saying there was an error in pricing and I had to pay double for a game or I could get a refund, or as way of compensation around £1 off the amended price. I understand there are mistakes made but the more I thought about it the more I felt aggrieved that the price wasn't honoured. Unfortunately it has made me look into alternate places as my go to board game website.”

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 have experienced with this order. While we certainly aim to fulfil all orders at the original advertised price, price changes are unfortunately something that affects all retailers and in this instance, we have had to ask for an additional payment before the order can be fulfilled. I can see that in this instance, a full refund has been issued for the affected item. We take our customer feedback very seriously, and so your comments have been passed on to management to look into, and we apologise for the Inconvenience that has been caused. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“The order did not go out on the day the product was launched, it took almost a week for the order to go out and a week has passed and I still haven't received the order”

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 despatched this 2 days late. We typically expect International orders to your location to take 3-6 days, however this can sometimes take longer due to customs which is unfortunately outside of our control. 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