Zatu Games Reviews

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

4.8 Rating 41,243 Reviews

95 %

of reviewers recommend Zatu Games

4.8

Based on 41,243 reviews

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

About Zatu Games:

Seek Your Adventure With Zatu!

Zatu Games is the UK’s No. 1 independent board game retailer. Our mission is to sell top quality board games, TCGs, video games, Miniatures and collectables at affordable prices to spread the word that table top gaming is back big time!

We stock over 80,000 games (our goal is to have one of everything!), ship worldwide, offer next day delivery and 60-day returns. Not only that, but we also offer guest blogging spots to board game lovers, if you're interested about writing for us simply email blogs@zatu.co.uk!

For any customer service queries, contact:
team@zatu.co.uk

Visit Website

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Zatu Games 5 star review on 15th April 2025

Kai S

Zatu Games 5 star review on 12th April 2025

Murat K

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I would rate Zatu a 0 but there isn’t an option to do so. Buyer beware!, I initially placed my order on June 29, 2024. They were quick to process and take my money but after more than 6 months of waiting (even thought they stated 2-4 day shipping) I never received my item but did receive a email stating my order was being cancelled. On top of that Zatu wasn’t even willing to compensate me for all the time I spend waiting on this item other than refunding my money. I strongly recommend using another vendor because clearly Zatu doesn’t not care about their customers or their time. I was more than patient with Zatu and at the end I feel I was taken advantage of. Below is a timeline of emails sent and received events. 6/29 order placed 7/21 emailed Zatu requested update 7/25 received email reply stating “as soon as arrives, it will be dispatched to you” 8/15 emailed Zatu requesting update and tracking number 8/16 received email stating “I can reassure you that this will be dispatched for you as soon as it is possible to do so” 9/10 emailed Zatu expressing my dissatisfaction with my service 9/11 received email stating “Our procurement team are working hard to get this for you from our supplier, and we will ship your order to you as soon as possible” 10/12 email Zatu again for an update and further state my dissatisfaction 10/16 receive email stating “Unfortunately, our supplier is unable to give us any new information regarding a possible stock date” 12/20 email received notifying me that my order was cancelled 12/21 I email expressing my complete dissatisfaction with the service I have received from Zatu and request sometime of compensation for the more than 6 months that I have waited for my item. 12/24 received email stating “Unfortunately we would not be able to offer compensation for this””

Helpful Report

Posted 3 months ago

Thank you for your feedback. We sincerely apologize for the frustrations you've experienced with your order. We understand how disappointing this situation can be, and we’re truly sorry for any inconvenience this has caused. Please know that your concerns are important to us, and we are continuously working on improving our service. We hope you might consider giving us another opportunity in the future.

Posted 3 months ago

“Didn’t really want to leave a one star review, but there was no option for zero stars !!! Ordered two games in the sale at the start of December, and only have one currently. Although I had good emails back when inquiring where the games were I shouldn’t have had to ring or email to find out. I was told that it was on order from a third party, or that it was part of a larger order coming from the supplier. In the end I went to Zatu and asked directly where they were, and if it would be in time for Xmas. I was told that one of my games was waiting, but I had no email to say it was in ! The second game was still being “sorted” and again part of a larger order ! I still don’t have a notification on when my order will arrive, maybe in time for next Xmas !! Zatu were quick enough to bombard me with emails about daily Xmas deals but not to get my order in time for Xmas . I will not be using Zatu again ,I could have ordered it from Amazon and had it by now!! Things were different when Zatu were small and trustworthy working out of a small shop next to Roy’s …. Disappointed….”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We’re really sorry to hear about the delays with your order and the frustration it has caused. We certainly don’t want our customers to feel this way, especially during the busy holiday season. Your feedback regarding communication is noted, and we’ll do our best to improve in this area. We appreciate you bringing this to our attention and hope you’ll consider giving us another chance in the future.

Posted 3 months ago

“Sent me the wrong game, and then expected me to pay for the return postage, absolute joke of a company, I suggest you avoid them at all costs.”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We’re truly sorry to hear about the mix-up with your order and the frustration it caused. We understand how disappointing this can be. We aim to make our return process as straightforward as possible, and your comments will help us improve. If you’d like to discuss this further, please reach out to our customer service team. We hope you'll reconsider shopping with us in the future.

Posted 3 months ago

“Cannot as product hasn't arrived. Order said dispatch 3-4 days. 3 days before Christmas and it still has not been dispatched.”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We’re genuinely sorry for any inconvenience this has caused you. I can see that your order has been dispatched and is out for delivery! Feel free to reach out to our customer service team. We truly appreciate your understanding during this busy time.

Posted 3 months ago

“saying its available and telling me in chat its waiting to be picked i find out that was a lie and my order is on hold ... not impressed”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We're sorry to hear about the confusion regarding your order status. We strive to provide accurate information, and it’s disappointing to know we fell short this time. Your experience is important to us, and I can see that a replacement order was dispatched on 18/12/2024 for you. Please feel free to reach out to our customer service team, and we’ll be happy to assist you further. We appreciate your understanding and hope to regain your trust in the future.

Posted 3 months ago

“Not recived my order still waiting”

Helpful Report

Posted 3 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. Tracking suggests this has now been delivered. Please do not hesitate to contact us again If you have any further concerns. We hope to have the opportunity to serve you again.

Posted 3 months ago

“They made me paying VAT at the checkout and I had to pay VAT once again when the parcel reached me. Never again!”

Helpful Report

Posted 3 months ago

We're truly sorry to hear about the VAT charges you encountered at checkout and upon delivery. We understand how frustrating this can be, and we appreciate you bringing this to our attention. Please know that we take your feedback seriously and are continuously working to streamline our processes. Please reach out to our customer service team on 01603 801206 9am-5pm Mon-Fri, and we can look into this for you. Thank you for your feedback, and we hope to improve your experience in the future.

Posted 3 months ago

“Never received my order, tracking number never activated and nobody answered us from june 2024 to have an explanation, a refund or a delivery. Very bad experience I will not recommand this website.”

Helpful Report

Posted 3 months ago

Thank you for sharing your concerns. We're truly sorry to hear about the issues you've faced with your order and the lack of communication. We understand how frustrating this must be for you, and it's certainly not the experience we aim to provide. Please reach out to our customer service team, as we would like the opportunity to resolve this for you. Your feedback is invaluable, and we appreciate your patience as we work to improve our service.

Posted 3 months ago

“I ordered this item on December 8, 2024 and still haven’t received the item. You stated it would arrive by December 13th and it is now the 17th. My grandson is not going to receive his Christmas gift in time! VERY DISAPPOINTED!!”

Helpful Report

Posted 3 months ago

Thank you for your feedback. We sincerely apologize for the delay in the delivery of your item and understand how important it is for your grandson to receive his Christmas gift on time. Please contact our customer service team, and we will do our best to assist you with this matter. We appreciate your understanding during this busy season and hope to resolve this for you promptly.

Posted 3 months ago

“Bought one game the 2nd day of the month, order when on hold. Tried customer support, they told me sometimes it happens with Paypal. So they create another order for me (which i cannot see from my panel). I ask when it would be shipped, they say tomorrow should be shipped. The 3rd day i ask for info, they tell me they need to create another order and that an investigation was taking place. I ask for info on shipment, they tell me tomorrow shoul be shipped. The 4rd day i ask for info on shipments status, they have no news, they say they will escale things to management, and that an investigation will take place. The 5th day the same, the 6th the same, the 7th the same, the 8th the same. So i write an email to try to figure if something can be done, they tell me that they will ship tomorrow. The 9th day, after more than a week, it is shipped, and i payd for premium shipment cause i needed it fast. Nice.”

Helpful Report

Posted 3 months ago

Thank you for your feedback! We are happy to confirm that your order has been dispatched and is on its way. We sincerely apologize for any inconvenience caused during this process and truly appreciate your patience. Should you have any further questions or concerns, please don’t hesitate to reach out. We’re here to help and ensure your experience is a positive one!

Posted 3 months ago

“I placed an order for a board game end of November which never arrived. It was a requested Christmas present. I waited a while for the game to arrive but the tracking info wasn’t updating. I contacted customer support who basically told me to raise the issue myself with Royal Mail and then to wait longer. I emailed them again but no response. A month passed and still no delivery. Christmas is in less than 10 days and I’m now left desperately trying to find somewhere else that will deliver the game in time. I contacted Zatu several times since they told me to wait and they’re just not responding to me now. In my last email to them I asked for a refund as I can no longer wait, they still haven’t responded. I’ve had bad experiences with customer support in the past but this one tops them. No communication about my order, no resolution, no apologies and no offer of refund, and now no Christmas present that was planned well in advance. I will keep chasing for a refund but it’s been a super disappointing experience.”

Helpful Report

Posted 3 months ago

We're very sorry to hear about the issues you've encountered with your order. We understand how important it is to receive items, especially when they are meant for special occasions like Christmas. We sincerely apologize for any frustration caused while trying to resolve this matter. Your feedback is valuable to us, and we will work on improving our customer service and communication processes. Please know that we're here to assist you in resolving this issue, and we encourage you to reach out again if you haven't received a response. Thank you for sharing your experience, and we hope to help as much as possible for you moving forward.

Posted 3 months ago

“Total rubbish!’ I have not received my parcels after orderings over 2 weeks ago! Scammers!!!”

Helpful Report

Posted 4 months ago

We're really sorry to hear about the trouble you've had with your order. We completely understand how frustrating it is not to receive your items, especially after waiting for so long. We assure you that this isn't the experience we want for our customers. We’re committed to improving our service and ensuring better responses moving forward. Please reach out to us, and we’ll do our best to resolve this situation for you. Thank you for sharing your feedback, and we hope to regain your trust in the future.

Posted 3 months ago

“Order arrived with a missing item. Multiple broken promises of response within 48 hours lead to me wasting a lot of time phoning them and waiting on hold. Two weeks later and what could have been resolved quickly is still unresolved.”

Helpful Report

Posted 4 months ago

We're really sorry to hear about the missing item from your order. We understand how frustrating this must be, especially when you’re left waiting for a resolution. Your experience is certainly not the standard we aim to provide. Please know that we are taking your feedback seriously and will work on improving our response times. We would encourage you to reach out to us directly again, as we want to help resolve this issue for you as quickly as possible. Thank you for bringing this to our attention, and we hope to make things right moving forward.

Posted 3 months ago

“Disappointing experience from a greedy company. Back in August I decided to preorder a Duskmourn Precon along with the Nightmare Bundle and a few boosters at the cost of just over £100. I decided to take a chance with Zatu since they were the cheapest by a couple pounds or so and oh boy do I regret that decision. Fast forward to October when the Precon and Bundle should have been dispatched and to my surprise, nothing. No delivery, no dispatch, no correspondence, nothing. I reached out to the company, only to be told that there had been supply issues (if you have supply issues, have the decency to contact the customers whom this is affecting, we shouldn’t have to chase you for updates). The website reflected that the Precon would be expected back in stock soon. So, I requested that the Precon be dispatched as soon as it came into stock and was met with “you’ll have to pay extra delivery” as they would have to split the order. Is this a joke? At this point you’ve had my money since August and failed ship what I paid for, you’re not even willing to wave the shipping cost. Turns out it wouldn’t have mattered anyway since the Precon never came back into stock. We jump to the middle of December, now 4 months since I paid for this order, and I receive an email saying that their supplier will no longer make the product available to them. Pretty sure that this implies that the stock is available, but now at a higher price and Zatu probably refuses to pay the difference and make a loss as their customers had bought at the pre-order price. The Precon for example has increased in price by 270% when compared to listings from actual reputable companies. All in all, the dealings with this company take 1st place for worst experience. A separate, unrelated order required my intervention for the product to be delivered and that was after another hefty wait. Zatu, stop being greedy and taking customers money for orders that you can’t fulfil. If I was informed at the start that you couldn’t make good on my preorder then I could’ve easily gone elsewhere. Now I have no chance of purchasing the same order unless I pay 5x the original price. Also worth noting that there’s been no offer of compensation, which isn’t a deal breaker to be honest since I’ll never return as a customer.”

Helpful Report

Posted 4 months ago

We're genuinely sorry to hear about your disappointing experience with us. We understand how frustrating it can be when an order doesn’t arrive as expected, especially after you had placed your trust in us. We apologize for the lack of communication regarding supply issues; we recognize that it’s our responsibility to keep you informed. It's clear we fell short of fulfilling your order, and we sincerely appreciate you bringing this to our attention. We always aim to improve our service based on customer interactions like yours. While we cannot change this experience, we hope to do better moving forward. Thank you for taking the time to share your thoughts, and we wish you all the best in your future gaming purchases.

Posted 4 months ago

“I will never order from this company again. I orderd 3 games on 27/11. A box containing one game arrived on 29/11. I emailed and was asked to send photos which I did. 3 emails and 1 phone call later they are still reviewing the CCTV, it is now 12/12. The box was clearly only big enough for one game. The other two would have not fitted in it. Incredibly disappointed with this company. My family and I have bought many games in the past with no issue but as they cannot resolve this one in a timely fashion we will shop elsewhere.”

Helpful Report

Posted 4 months ago

We're truly sorry to hear about your experience with your order. We understand how disappointing it is when expectations aren't met, especially when you've had positive experiences in the past. We apologize for the delay in addressing the situation. We appreciate you taking the time to provide us with feedback, as it helps us improve. Thank you for your understanding.

Posted 4 months ago

“"Terrible customer service and disrespectful behavior - AVOID THIS COMPANY!" I ordered a game in November, with delivery promised by December 4th. When it didn’t arrive, I contacted customer support on December 5th. They asked me to wait until December 9th, so I did. Today (December 11th), they told me they still needed to check with their courier and that I would have to wait another week for an update! When I cited my legal consumer rights, they blatantly ignored me. But what truly infuriated me was how rude and unprofessional they were. The representatives repeatedly closed the chat or conversation to silence me, which is an unacceptable and disrespectful way to treat a customer. Their customer service is the worst I’ve ever experienced: rude, dismissive, and completely unwilling to resolve the issue. I strongly advise against buying from them if you value your time, money, or sanity.”

Helpful Report

Posted 4 months ago

We're truly sorry to hear about your experience with us. It's disheartening to learn that we didn't meet your expectations, and we sincerely apologize for any perceived rudeness. Your feedback is important to us, and we take these matters seriously as we strive to improve. We understand the frustration of waiting for updates, and we're here to assist you further. Please reach out to our customer service team so we can work towards a resolution. Thank you for sharing your thoughts, and we hope to regain your trust in the future.

Posted 4 months ago

“I placed an order with Zatu for an item that was shown as in stock and the confirmation email said it would arrive between the 21st and the 27th of November 2024. I later discovered that they did not have any stock and they told me I would have to wait for the stock to come in, but they had already charged my PayPal account the full amount! I asked for a full refund from the company but have not received one - forcing me to raise a dispute with PayPal! Avoid!!”

Helpful Report

Posted 4 months ago

We're really sorry to hear about your experience. We sincerely apologize for the inconvenience this has caused you. Your feedback is crucial, and we are committed to addressing these issues so they don't happen again. If you haven’t already, please reach out to our customer service team for further assistance with your refund. Thank you for bringing this to our attention, and we hope to make things right.

Posted 4 months ago

“The website says orders will try to be dispatched within 24 hours, I understand this is not always possible, but when I queried why I hadn't heard anything about my delivery 1 week after placing the order I was told that there would be delays and it would take another 3-5 days before the item MAY be dispatched. This delay information was not provided, only once I had queried it. Despite the price of the item being competitive with Zatu I would much rather have paid a slightly higher price for better service.”

Helpful Report

Posted 4 months ago

We're really sorry to hear about the delays with your order. We completely understand how frustrating it can be not to receive timely updates, and we genuinely apologize for any inconvenience caused. Transparency is important to us, and we're working on improving our communication regarding potential delays. Thank you for bringing this to our attention; we truly appreciate your feedback. If there's anything further we can assist you with, please let us know. We hope to provide you with a better experience in the future.

Posted 4 months ago

“Terrible customer service. Ordered a game (Heroes of Barcadia) and Add-on back in October. Add-on was in stock and arrived promptly (paid for split delivery as ordered Catan as well). Main game was on backorder with stock expected 1 December. It's now 7th of December and have had no update as to when I can expect my game to arrive. Have emailed several times and have had no proper response - which is rude an unprofessional. Don't list an item on 'backorder'if you don't have an actual order in place and a clear delivery date - list it as out of stock so we know to shop elsewhere. At this stage I have no idea when I will receive my game - if ever. It's doubly frustrating because I could have got a friend to get me a copy in Chicago as there were several Barnes and Noble stores there which had it in stock - but I didn't bother because I was expecting it to be in stock around 1st December and had received no email to suggest the restock would be furthet delayed.”

Helpful Report

Posted 4 months ago

We sincerely apologize for the frustration you've experienced with your order. Your feedback is important, and it helps us improve our service. Please reach out to our customer support team directly, and we’ll do our best to resolve this for you. We appreciate your understanding and hope to have the chance to serve you again.

Posted 4 months ago

“Unfortunately as I have never received the products I ordered, and the company has forgotten what customer service is, they will no longer be getting any business from me. Shame after years of trusted service!”

Helpful Report

Posted 4 months ago

We're truly sorry to hear about the issues you've faced with your recent order. We understand how disappointing it must be to not receive your products, especially after years of trust. Your feedback is important to us, and we want to make things right. Please reach out to our customer service team so we can address this matter directly. Thank you for your loyalty over the years, and we hope to have the opportunity to restore your faith in us.

Posted 4 months ago

Zatu Games is rated 4.8 based on 41,243 reviews