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

“Had several issues in a week. First issue was they mistakenly updated their website with a product to say it was in stock. I placed an order for the item, but they contacted me to say that due to a mistake the item wasn't available. They did not offer an option for me to cancel the order and get a refund for the order they were no longer able to fulfill, and I had had to send several messages and then follow up on live chat when no responses were received to request the order be cancelled and refunded. I also placed an order for an A grade product which I found was sent with missing components. All in all not a good experience.”

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. Zatu Games

Posted 2 years ago

“Well, the process of purchasing was absolutely fine, I made a minor mistake with adding my old postcode and couldn't update my address (Which you should allow a change too before dispatch via the account screen really). So I tried: - Calling (I got put on hold and then disconnected) - Filling in a ticket on your website on my phone twice and nothing happened. - Tried on my desktop and it worked, but nobody got back to me - Replied to an email from you when you sent an update, nothing back! - I even tried calling you out on social media, short of driving to your office and knocking on your door, I have no idea how to get a response from you! Not to mention when it did arrive, the box was battered and tatty, fortunately, the content was ok enough. Realy shame, I heard good things about Zatu but I won't be buying from you again knowing I can't even get in touch with for something so minor.”

Helpful Report

Posted 2 years ago

“Prices are good but that's about it. - They say "Order within X minutes for next day delivery" but don't offer a next day service, they're all 48 hours. - They take ages to actually dispatch your order (3 days and counting for a Next Day order and it's still just at "Order Confirmed"). - They also say they'll get back to your email within 24 hours, but no one ever bothers getting back to you so you're force to call them. - They ignore your delivery preference, ie I selected and paid for Royal Mail as Yodel are terrible and they sent it with Yodel anyway. - Worst of all, they don't package their games properly/at all so they end up arriving damaged.”

Helpful Report

Posted 2 years ago

Hello, Thank you for your feedback. We offer multiple next day services however it depends on the time of day you place the order. It can also depend on the area you are delivering to in some rare cases. Apologies it took a while to be despatched however I can see now it has been cancelled and refunded. Please let me know if there is anything we can help you with now. Zatu Games

Posted 2 years ago

“The goods arrived days after the delivery date. I have a further 2 orders with Zatu, one is a week over the due delivery date. Please don't put a delivery date you can't keep. These things matter. The first of the three orders arrived, good quality.”

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. Please do not hesitate to contact us again If you have any further concerns. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“Item arrived with bashed corner. No reply to my message. Expensive game. Disappointing. However delivery was prompt.”

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. 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. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“Ordered a lot from Zatu over the years but my recent experience wasn’t good. My item arrived in the flimsiest packaging with just the ends of the box folded in (no tape) The box inside was badly crushed but luckily the item was undamaged. This was very concerning as the item was a commission paint job for a client. I will still continue to purchase from Zatu but on this occasion I wasn’t very happy.”

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. 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 2 years ago

“The product itself is great and the delivery time was quick, however, I was really disappointed to find a piece broken off from the lid once I’d opened the packaging. The packaging was undamaged which leads me to believe the product was packaged at source this way. I’ve seen glued the box, but it’s incredibly annoying to receive goods already spoiled.”

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. 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. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“I'm giving this 2 star because I really don't like the wait 2 months till I got this in the post because of preorder. Why couldn't it be pre made already in stock and it should take less time to make surely because it was a birthday present and I didn't getvit in time for the person I ordered it for. So I think this company really need to step up when someone makes an online purchase it shouldn't take 2 months!”

Helpful Report

Posted 2 years ago

Hello, Thank you for your feedback and sorry to hear you are unhappy with this. All restock/backorder orders are the same and will include this information that it may take a while for your item to arrive. This will also flag up on your checkout page. We hope you enjoy your item! Zatu Games

Posted 2 years ago

“A great selection of board games at usually competitive prices, it's just a shame that their customer service is so poor. They still haven't responded to multiple messages I've sent them, about mistakes that they have made. Be aware of this poor service when buying from them.”

Helpful Report

Posted 2 years ago

Hello, Thank you for your feedback. I am sorry to hear noone has responded to your messages, sometimes these things can get missed/ not send through. Please pop us an email, fill out our contact form or message us on one of our social platforms @zatugames and someone will be sure to bet in touch to help resolve your issue. Zatu Games

Posted 2 years ago

“I paid extra for specific date shipping, and it did not deliver in that time frame”

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. Zatu Games

Posted 2 years ago

“Although Zatu often have excellent prices and an incredible range of products, their storekeeping leaves much to be desired. Very often they will continue to display prices for products that are out of stock, they will continue to offer pre-orders for games that have been out-of-print for years, and worst of all, they will allow customers to make those pre-orders without providing any guarantees of being able to fulfil them within a reasonable time frame. I've also had an experience of loyalty points being deducted from my account, permanently, without the associated discount being applied to my order. If a particular product is well-stocked, the experience is generally good, but otherwise, shop with caution!!”

Helpful Report

Posted 2 years ago

“My order had to go through my bank verification and I decided to cancel the approval once the exchange rate showed me how much I was paying. Zatu bypassed the verification so I got charged and tried to cancel but it was too late”

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. Zatu Games

Posted 2 years ago

“I bought lots of games from Zatu but now I have to move to another retailer with free and faster postage. I just bought a game with the 48h delivery and looking like the game will arrive in about 4 days. Not happy with that and I hope you will change this soon.”

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. Zatu Games

Posted 2 years ago

“Very long delivery”

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 reached customs clearance. Please do not hesitate to contact us again If you have any further concerns. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“Made the mistake of ordering on a weekend - my account is still tied to my old address, which I only realised after placing the order. Waited until Monday morning for their support to tell me nothing could be done, before I went onto Yodel and changed the delivery options myself. Very poor and slow customer service although given the original mistake was mine.”

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 aim to despatch deliveries in a timely manner with information provided to us, as a retailer, we are unable to do certain things for you such as changing your delivery address after despatch. 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 2 years ago

“Shipment was incredibly fast, but no padding was used and my board game box arrived damaged.”

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. 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. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“Unable to find how to cancel an order, now have to pay for shipping and restocking costs of an unopened item.”

Helpful Report

Posted 2 years ago

Hello, Please contact us on team@zatu.co.uk or phone us up on 0800 007 5444. Best wishes Zatu Games

Posted 2 years ago

“Even if the product was absolutely good quality, i can really give credit to the fact that i had to wait nearly two months for it. If you are having problems with your postal services,, make the customer pay more. I really don't want to wait for the product this long.”

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. Unfortunately, the recent courier strikes and Royal Mail cyber-attack have affected even our international customers, and I apologise that your order has been impacted by these delays. We are working closely with our couriers to ensure these orders are delivered as quickly as possible. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“Don't buy anything on "restock" I have ordered some products in June 2022... Still waiting for it..(4 different products) There is no communication from customer service, only thing is generic information. That restock takes sometimes a bit longer.... If you buy something they have in stock it usually takes few 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. I am very sorry to hear about the troubles you have experienced with our restock service. While we do typically aim to fulfil restock orders within 2 months, this can unfortunately take longer in some cases as we wait for our suppliers to source additional stock. We are in regular contact with them, and aim to update the product pages with the most up-to-date information as and when we receive any news ourselves. We hope you'll give us another chance. Zatu Games

Posted 2 years ago

“The parcel has been shipped 5 days ago and I have not seen any updates. It's a pity that for international shipments courier does not seem to be an option.”

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. Unfortunately, the recent courier strikes and Royal Mail cyber-attack have affected even our international customers, and I apologise that your order has been impacted by these delays. We are working closely with our couriers to ensure these orders are delivered as quickly as possible. 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