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

“Terrible experience, failed to fulfil a preorder, didn’t advise until I queried it. Managed to speak to someone who said they would cancel the order and issue a refund. The order still hasn’t been cancelled more than a week after getting in touch. Very disappointing.”

Helpful Report

Posted 10 months 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 your order has been fully cancelled, and your refund will be fully processed and returned to you within 10 working days of the cancellation. We anticipate hearing from you again soon.

Posted 10 months ago

“Lamentable, llevo más de 4 meses esperando un pedido y aún no lo envían.”

Helpful Report

Posted 10 months ago

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

Posted 10 months ago

“Have used in the past and that seems to be where I should have left them. Really gone downhill. Ordered some products, paid for next day delivery and soon became a problem. Nothing dispatched for two days, sent a ticket for help - nothing heard back from that. Then had to try calling them as I wasn't getting any response - 50 minute call, 10 minute call and a 1 hour 42 minute call - none of which answered. All the while listening to the same irritating clip of 10-15 seconds of music whilst the robot voice occasionally interupts to try and sell me some subscription service or suggest I try a web ticket if I'm in a rush as they'll get back to me in 24 hours! No customer service to speak of - this is possibly the worst company I've come across in terms of trying to speak to someone. Having done some more digging into recent reviews it seems their latest trick is to accept orders and then not send things out, either because it's not actually in stock or a mystical excuse of having multiple warehouses that they must send everything from a magical central one. Note that this is not mentioned anywhere on the item pages, checkout pages, order email or delivery page on the site. No way to cancel the order or talk to anyone and nothing being sent - really pathetic showing and now likely having to raise a bank dispute just to make sure this doesn't go on forever.”

Helpful Report

Posted 10 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 wherever possible.

Posted 10 months ago

“used to be good now terrible. takes forever to arrive like a month for items in stock. cant handle large orders, if there is a problem you get fobbed off with empty promises on the phone- on hold for hours. its sad to see a once reputable company fall so far”

Helpful Report

Posted 10 months 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 10 months ago

“I ordered a item on back order. It said it would come into stock in about 2 months. 2 moths go by and a check the listing and it says it will be another 3 months. I email to ask and am told them are following up with the supplier. Then the item switches to not in stock. I email again and am told they are following up with the supplier and do not know when it will be available. No more communication. I email again. Same result. Be aware, if you order something on back order there is a chance it is not possible for Zatu to supply it, but they won't ever actually tell you. They will just let your order sit there forever unfulfilled and hope they get to keep your money.”

Helpful Report

Posted 10 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 if you have any outstanding queries and we will be happy to assist wherever possible. Zatu Games

Posted 10 months ago

“Awful service, do not use! Zatu Games took my money but products never arrived, blamed everyone else but themselves, seem to be selling products that they don’t have any stock for. I had to chase them multiple times via email. They would not send the parts of my order that they did have available to me individually without charging me extra. It’s been over a month and I don’t have any products or my money back.”

Helpful Report

Posted 10 months 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. Zatu Games

Posted 10 months ago

“Pésima atención”

Helpful Report

Posted 10 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 wherever possible. Zatu Games

Posted 10 months ago

“Bought zombicide wasn't protected in box. Board game was heavy damaged.”

Helpful Report

Posted 11 months 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. Zatu Games

Posted 11 months ago

“I have waited for my parcel over 2 months, after which I decided to cancel. Absolutely terrible experience.”

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. Zatu Games

Posted 11 months ago

“Hi, I preordered the latest Chaos Battleforce from Zatu Games, but I never received it. When I inquired about the order, I was given the runaround. After two weeks, I was finally told that I wouldn't receive it because they didn't have it in stock. I'm quite disappointed with their service.”

Helpful Report

Posted 11 months 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 anticipate hearing from you again soon. Zatu Games

Posted 11 months ago

“As previously stated in my complaint email you took far too long to deliver my order. I will not recommend or use your company again as my reply wasn't worth my time. GET A GRIP & MAYBE YOU JUST MIGHT SURVIVE!!!!!!!!!!!!”

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. Zatu Games

Posted 11 months ago

“Placed an order for an item that was in stock on 15/04, still haven't received this in stock item and it's July. Support contacted but Item is "on the way" for whatever that's worth... If purchasing presents for loved ones have a back-up in place even if the item is "in stock".”

Helpful Report

Posted 11 months 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. Please contact our customer support team who will be happy to assist as best they can. Thank you for your patience. Zatu Games

Posted 11 months ago

“Españoles! Ni os acerquéis. 80€ de aduana para una compra de 170€. Al final siempre te sale mas caro que comprarlo en España.”

Helpful Report

Posted 11 months ago

Thank you for your feedback. We strive to provide the best service possible, and I'm sorry to hear that your experience didn't meet your expectations. Regarding the additional charges, orders exceeding certain value thresholds can incur taxes or duties upon arrival in the destination country, which are not included at checkout. This is a common practice for international shipments. If you have any queries, please contact our customer service team or see our International Orders FAQ page here: https://www.board-game.co.uk/ioss-faqs/ We apologise for any inconvenience or confusion caused by this. We hope you'll give us another chance. Zatu Games

Posted 11 months ago

“Ordered an out of stock game some time ago - there seemed no chance of it arriving, so I cancelled. I was promised refund in 14 days, but nothing appeared. When I contacted them, I was told I had to wait a few more days to (maybe) get it resolved. Told them this was not acceptable and went against their own published refund times - no response, still no refund.”

Helpful Report

Posted 1 year ago

Thank you for your honest feedback. We apologize for any inconvenience you faced. Please get in touch with our customer service team so we can help resolve this issue for you. We anticipate to hear from you again soon. Zatu Games

Posted 1 year ago

“I've ordered a few times off of zatu games throughout the years, and while the site design and its usage is incredibly easy to work through, they take a LONG time to process any order. If you inquire, they will tell you their products take time to be delivered from their main warehouse... Then you'll be stuck waiting 10+ days for the products to be delivered from their main warehouse AND additional shipping time to your area. You end up refunding the order. This is not exclusive to when ordering multiple items, it has happened in every single order and well... It's just not worth the hassle and wait time. Use zatu to browse products then go order them off of different sites. That'd be my advice to all customers. The sales they offer aren't even that good either to warrant a wait time of 20+ days just to receive an order. Highly disappointed.”

Helpful Report

Posted 1 year 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 your 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. Zatu Games

Posted 1 year ago

“I didn't receive my item, they send a form that is called "no -receipt of goods disclaimer form" in pdf, I can't have access to edit or print from, that means that I have to PAY to get the form for me to fill out and then send it, this mean also my TIME, they want to do an investigation with a police and everything for 38 dll, for me is losing my time, losing the police time for 38 dll when they have more important reasons for the police to be busy, and plus extra money for me to expend to get the form. That made me really upset, so I decide to GAVE the money I pay and lose the oportunidad to have my item for my collection, hope this situation is not happening to another customers.”

Helpful Report

Posted 1 year 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 and we would be happy to investigate this further for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“Was used to good service and prices from Zatu until recently. They have failed to fulfill recent orders with non-existent customer service using copy paste and meaningless updates that fail to explain the cause for delay; it is now my belief that they never had the stock to begin with. After cancelling my order I now notice they are gouging the prices at a disgusting level. Just look at the wasteland warfare faction boxes being sold at over double the RRP. They have eroded any trust I have and I do not recommend dealing with them.”

Helpful Report

Posted 1 year 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. I have raised the matter of incorrect pricing to the relevant team also, so we can amend this where necessary. We hope you’ll give us another chance. Zatu Games

Posted 1 year ago

“Preordered a product on the first day. Order was confirmed. When the product was officially released, I never received it. Spent much time on calls to Zatu and kept telling me stock was confirmed and on its way. Went on for almost two months. Cancelled order. They don’t have correct release dates on numerous products. Terrible experience.”

Helpful Report

Posted 1 year 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 your order! Unfortunately, the pre-release dates that we receive can be delayed, largely due to circumstances outside of our control. Our teams work hard to try and make sure that you receive your orders in as timely a manner as possible, and I am sorry we were not able to this time! I have raised this with the necessary teams to investigate further. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

“I used be able to get Yodel delivery on Saturdays. They always arrive here by 9:30am. I went for Royal Mail this time because Yodel wasn’t offered and I’m still waiting. This is possibly the last good garden day of the weekend and I’m stuck inside. I’m done with Zatu. The delivery they offer just gets worse and worse. There are plenty of other better companies to buy board games from.”

Helpful Report

Posted 1 year 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 your order has now been delivered, having left our warehouse on 24/05/2024 and arriving with you on 25/04/2024 as per the 24hr delivery service via Royal Mail. If you have any queries regarding your order, please get in touch with our customer service team who would be happy to help. We hope you give us another chance. Zatu Games

Posted 1 year ago

“Pre-orders without guaranteeing stocks, and orders waiting for 2 years without information!!!! Force to ask for answers, just to know that they are in contact with the supplier. Buy from more serious sites that know how to manage pre-orders.”

Helpful Report

Posted 1 year 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 are currently experiencing with your order. Please get in contact with our customer services team and we will be happy to offer some resolutions for you. We hope you'll give us another chance. Zatu Games

Posted 1 year ago

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

Zatu Games Reviews