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

“I ordered 3 packs of card sleeves, only received 1. I emailed Zatu 3 times over 4 days with no answer and just tried calling but on hold for 10 minutes, gave up - not a good service”

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 full order. I apologise for the lack of response. I can see that this issue has been passed on to our warehouse team to Investigate, and I apologise for the delays in resolving this for you. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Order placed when items in stock. Order is still at awaiting dispatch. Sent two queries to them but no response as yet.”

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

“The last 2 orders were delayed way beyond the delivery date and was no communication on the delay.. I had to call multipe times to get an update as to why dispatch was not 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 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

“Ordered a game for my daughter's birthday 10 days in advance (31 October) and your site said items dispatched within 24hours. When it got to a couple days before her birthday (10th November) I started to worry and emailed as I'd had no updates. You replied telling me it was dispatched so i had hope she'd recieve it but the game arrived AFTER her birthday. She was so upset! No communication from you whatsoever letting me know there would be a delay, which would have given me chance to arrange another present! Terrible 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. 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

“Sorry havnt received this gift card yet”

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 gift card. 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

“Never got the package, was supposed to come yesterday l, the tracking site parcelforce is not working”

Helpful Report

Posted 2 years ago

“Terrible. Placed an order with next day delivery for a gift on Friday. Sat - Never arrived. Contacted customer services no reply. Sunday no reply ok fair enough it’s a Sunday. Monday still no delivery or reply from customer services. Contacted them again. Tuesday, still no reply or delivery…. Will I ever get the game??? How can you charge next day delivery and not respond to your customers? Do yourself a favour and order from someone else.”

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. Tracking suggests this has been delivered. 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'm still waiting for the game”

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

“Order placed expecting delivery within 48 hours as quoted on the website. 1 week later discovered that the item was held “in another warehouse” and was asked to continue to wait another week then get back in contact. Very poor service and cannot be relied upon for timely delivery.”

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

“Order dispatched the day before release of God of War. Didn't get a tracking number. After waiting several days I got the tracking number through customer service (this isn't the first time this has happened). RM says it's been delivered, it hasn't, to me or neighbours. Customer service doesn't respond to my email until a week later. They say I'll have to wait another week for them to "investigate". I'm out of pocket, and no game. They're unwilling to cancel or give me a refund. Last time I use them for anything!”

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 you have been informed that a replacement or full refund will be issued once we have concluded our Investigation with our courier. I apologise for the delays and for any Inconvenience that has been caused. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I haven't received the package so so far not so good....I ordered a game on November 6th. The next day I get a message that it has been shipped. When I try to track the package I am told that service is down so I don't know when I will receive it?”

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. Tracking suggests this has now been delivered. 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 have an order which is now over a year outstanding. Have found that Zatu's customer service re: this order to be consistently terrible. I have complained via email 6 times at least. In several emails I have stated that my patience has run out and I want a phone call with a customer service assistant to clarify what options I have to resolve this outstanding order. Every single time Zatu just ignore my request and give me an unhelpful, template 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 trouble you have experienced with this order. 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. However, we aim to inform customers about problems with re-stock orders as soon as possible after hearing of any problems ourselves. Our phone lines are open Monday to Friday and a member of our customer service team would be more than happy to assist you with this order should you call us. We hope you'll give us another chance and anticipate hearing from you again soon. Kieran Zatu Games

Posted 2 years ago

“My order didn’t arrive, a sealed envelope came but no game. Customer service replied promptly but I still had to wait another 10 days for game. Sometimes saying sorry for inconvenience isn’t enough”

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 are very sorry to hear about the delays you have experienced with your order. Please do not hesitate to get back in contact with us If you feel this still requires a resolution. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“I bought 3 of the hidden potential tins as the description said 5 booster packs inside. Was excited thinking I got the ones with evolving skies inside. When I received it, it had only 4 booster packs and no evolving skies. Emailed Zatu games and they said the description online was wrong and that was the end of it. Never buying from them again”

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

“Where is my order? I paid and was told it was dispatched 12 days ago and now it shows as "invalid" on your site. There have been no shipping updates in 12 days. What sort of dodgy business is happening here? Have you even shipped my order and where is my payment? Why has the order disappeared from your website?”

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

“The parcel I ordered was not in the envelope. I am waiting for an email to tell me what happens now”

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 trouble you have experienced on this occasion. I can see that a replacement order has been set up for you, and you should receive your item soon. We hope you'll give us another chance in the future. Kieran Zatu Games

Posted 2 years ago

“How can I write a review if a haven’t my package!! I still waiting I wrote twice tu zatu games to know any news about my order and no one respondes. Is a complete dessaster is a mess!!”

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 that you have not yet received your order. I can see from the tracking Information that your order was being held by customs and has since been released. It looks like this has now arrived with your local delivery office, and should be with you soon. We hope you'll give us another chance. Kieran Zatu Games

Posted 2 years ago

“Won't respond to my emails. Won't reroute my order or cancel. Horrible service”

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 trouble you have had with your order. I can see that we have responded via email and informed you that as this has been despatched already, we are unable to amend the address or cancel the order, and have instead offered to reship this to a new address for you once it has been returned to our warehouse. We hope you'll give us another chance, Kieran Zatu Games

Posted 2 years ago

“My order did not arrive...”

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. Tracking suggests this was delivered on 03/11/2022. 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

“Took 16 days to receive my order and even then I'm sure they only sent it after I queried why it hadn't been dispatched over a week after I placed my order. When the order did finally arrive it was missing an item. These were supposed to be birthday presents, suffice to say they didn't get here in time for that.”

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

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