Zatu Games Reviews

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

4.8 Rating 41,471 Reviews

95 %

of reviewers recommend Zatu Games

4.8

Based on 41,471 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 27th April 2025

842

Anonymous

Anonymous // 01/01/2019

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

“I'd avoid after my recent experience. I paid for a game 3months ago and still not dispatched. They then increased the price and threatened to cancel it if I didnt pay up. When I pointed out they cannot change the price after I have paid for it they altered their T&Cs the same day to cover themselves. Shady practices”

Helpful Report

Posted 2 months ago

We're really sorry to hear about the issues you've faced with your recent order. We strive to provide clear information and reliable service to our customers. Please reach out to our customer service team, as we'd like to address your concerns and work towards a resolution. Thank you for sharing your feedback; it helps us improve our practices.

Posted 2 months ago

“Some of the figures had broken swords and arms and I have noticed it after I painted some of them.”

Helpful Report

Posted 2 months ago

We're really sorry to hear about the condition of your figures upon arrival. It can be incredibly disappointing to find issues after you've put time into painting them. Your feedback is invaluable to us, and we take quality concerns seriously. Please don’t hesitate to contact our customer service team, and we’ll work to find a solution that addresses your concerns. Thank you for bringing this to our attention!

Posted 2 months ago

“From other reviews, seems like it’s fine for purchases from within Britain, but I don’t recommend it for international purchases. The shipping cost at checkout was pricey but doable… I figured it was worth it to buy from someone other than Amazon for a change. But when the package eventually came, I was told I had to pay an additional $10, because at shipping time they chose to pass the cost on to the receiver rather than paying it. At an additional $10 shipping, I wouldn’t have ordered from them at all (it feels petty but at this point I’ve paid twice the price of the game for shipping)… and it came a month later than the initial estimate. Overall a pretty frustrating experience.”

Helpful Report

Posted 2 months ago

We're really sorry to hear about the challenges you've faced with your international order. Your feedback regarding shipping and delivery times is invaluable, and we'll work on improving these aspects of our service. If there's anything we can do to rectify this situation, please get in touch with our customer service team. Thank you for sharing your experience; it helps us make the necessary improvements.

Posted 2 months ago

“No Transparency. Misleading Item Availability. Slow and Alientating Support”

Helpful Report

Posted 2 months ago

We're truly sorry to hear about your experience with our service. Transparency and timely support are critical to us. Your concerns about item availability are noted, and we appreciate you bringing this to our attention. Please reach out to our customer service team directly, and we'll do our utmost to address your issues and restore your confidence in us. Thank you for your feedback; it helps us improve.

Posted 2 months ago

“The after-sales service is disgraceful. My order arrived late, incomplete, and the only solution you offered was a ridiculous discount for your mistake. Do not recommend this store at all, especially if you're ordering from Europe.”

Helpful Report

Posted 2 months ago

We're truly sorry to hear about your experience. It's never our intention to let our customers down, and we understand how frustrating it must be when things don't go as planned. We appreciate your feedback, and we want to assure you that your concerns are taken seriously. If there's a way we can assist you further, please reach out to our customer service team directly. Thank you for sharing your thoughts with us.

Posted 2 months ago

“Comes with masses of non-recyclable expanded polystyrene packaging even though none of the contents were breakable. My child doesn’t seem hugely interested in the games Sleeping Queens and Quirkle.”

Helpful Report

Posted 2 months ago

We're sorry to hear that you're not satisfied with the packaging of your product. Unfortunately, any packaging within the product itself is outside of our control, but we do strive to ensure our products are well-protected during shipping. Your feedback is important to us, and we appreciate you taking the time to share your thoughts. If there's anything we can do to help improve your experience, please let us know!

Posted 2 months ago

“Appalling! Avoid! I ordered and paid for a game. Zatu say they have sent it to Royal Mail. Roal Mail claim they have not received it and it hasn't arrived. Instead I have had two requests to review my "purchase" I have contacted Zatu twice who promise action and do nothing. So here is my review: choose another supplier!”

Helpful Report

Posted 2 months ago

We're very sorry to hear about your experience with your order. It's never our intention to cause frustration, and we understand how disappointing it can be when issues arise with shipping. Please know that we value your feedback and want to assist you further. If you haven’t already, we encourage you to reach out to our customer service team directly, and we’ll do everything we can to resolve this issue. Thank you for sharing your concerns with us. Your satisfaction is important, and we appreciate your patience during this time.

Posted 2 months ago

“I never received my order and nobody contacted me to help with my order, very disappointed it was my son present!!!”

Helpful Report

Posted 2 months ago

We value your feedback and would like to help resolve this for you. Please contact our customer service team directly so that we can assist you further. Thank you for your understanding, and we hope to resolve this issue promptly.

Posted 2 months ago

“I ordered items which were all in stock on this 6th of January, I got tracking details on the 14th which never arrived. I contacted the customer serve team. It's the 28th and they have just told me to keep checking the tracking and nothing has been resolved. £40 wasted so far.”

Helpful Report

Posted 2 months ago

We sincerely apologize for the inconvenience you’ve encountered with your recent order. Please reach out to us directly so we can further assist you with this issue. Your feedback is valuable, and we're committed to improving our service. Thank you for your patience and understanding.

Posted 2 months ago

“Didn't receive the package. Royal mail sent it pretty quickly and it arrived to Croatia but when are domestic Postal Service became involved this is where the problems started to arise. First I received an SMS that package is going to be delivered last Friday and after the package didn't came, I tried to call the driver but couldn't get an answer. Didn't receive note so I called the postal office and they said it was "preppared" and is going to be delivered day after. Package was not delivered. 3 days later I called again, they said package was misplaced and is gonna be delivered today but wasn't. No note nor response from the postal office.”

Helpful Report

Posted 2 months ago

We sincerely apologize for the issues you encountered with your package delivery. It's incredibly frustrating when orders don’t arrive as expected, especially after being notified of a delivery date. We understand that the situation with your domestic postal service has been disappointing. Unfortunately, once the package is with the postal service, it can be challenging to track what happens next. We are committed to making improvements in our shipping processes. Please reach out to our customer service team directly, and we’ll do our best to assist you further with this matter. Your feedback is valuable to us, and we hope to resolve this to restore your confidence in our service. Thank you for sharing your experience.

Posted 2 months ago

“I ordered and paid for a product for Xmas 23. A year later and it still hasn't arrived after several emails to chase. I've asked for a refund but I've been repeatedly refused. I wonder why they advertise a product that they clearly don't have!”

Helpful Report

Posted 3 months ago

We're really sorry to hear about the issues you've faced with your order. We take your concerns seriously and are committed to ensuring our customers receive the products they pay for. If you haven't already, please reach out to our customer service team again so we can look into your situation and provide the best possible resolution. Your experience is important to us, and we appreciate your feedback as it helps us improve. Thank you for bringing this to our attention.

Posted 2 months ago

“Very poor dispatch time transparency which misleads customers. If you need it delivered quickly, I would advise ordering elsewhere. While Zatu may say items are dispatched in 48 hours, this is not the case for me. I ordered slay the spire the board game and it took more than a week to be dispatched which was very dissappointing and frustrating given it was stated to be IN STOCK (and was at all times shown as IN STOCK from when I ordered to when it was delivered to me). I would have ordered elsewhere if I had needed to wait this long. It is unacceptable to mislead customers on stock availability and dispatch times. When I noted this to customer support, no goodwill was provided, financial or otherwise, for this deception. All that was noted was a shifting of blame that it is at another warehouse so it isn't with them to dispatch yet?! Zatu is responsible for the sale and stocking of items, if it isn't in stock, then don't lie and truthfully indicate it's not in stock. You can play semantics, and say that "oh it's in stock but in one of our remote warehouses", but to the customer in stock means you have it and you can dispatch it per your 48 hour promise. Price also not competitive vs buying this other shops, except they'll DELIVER (not dispatch) in 48 hours (or less). Overall a dissappointing order experience, order elsewhere if you need something dispatched on time.”

Helpful Report

Posted 3 months ago

We genuinely apologize for the frustration you've experienced with your recent order. While we strive to have transparent information regarding stock and dispatch times, and your feedback is important to us. We appreciate your feedback regarding your interaction with customer support and will use this to improve our processes moving forward. If you have further concerns or need assistance, please don’t hesitate to reach out. Your satisfaction is important to us, and we hope for the chance to restore your confidence in our service. Thank you for sharing your thoughts.

Posted 3 months ago

“I had ordered a terrain set for christmas and I received a 2024 players handbook instead. Their customer service on orders they mess up is bad. I would never recommend anyone buy from them if because they are unwilling to fix or solve the problem.”

Helpful Report

Posted 3 months ago

We're genuinely sorry to hear about the mix-up with your order. We understand how disappointing it is to receive the wrong item, especially during the holiday season. Please reach out to our customer service team so we can assist you further. Your feedback is valuable to us, and we're committed to improving our processes to prevent similar situations in the future. Thank you for your patience.

Posted 3 months ago

“Avoid! Refusing to refund for non-delivery of product All businesses suffer service issues from time to time, but it's how you deal with them that separate the 5 stars from the 1 stars. I ordered and paid for some board games pre-Christmas for delivery to Ireland, but due to incorrect paperwork filled out by Zatu the items were rejected by customs and returned. Over a month later and despite several email conversations, I have still not yet been refunded. Zatu are claiming they have not yet received the board games back from their courier. I reminded them that this is nothing to do with me - that is a contract between them and their courier - and that I have simply not received what I ordered and therefore, am entitled to a refund. This has fallen on deaf ears. Absolute appalling service and direct contradiction of their responsibilities in the Consumer Rights Act 2015.”

Helpful Report

Posted 3 months ago

We're truly sorry to hear about your experience. We are currently investigating your case and working closely with our courier to resolve it as quickly as possible. We appreciate your patience as we navigate this issue on our end. If you have any further concerns or need assistance while we work through this, please don't hesitate to reach out to our customer service team. Your feedback is important to us, and we aim to improve our processes to prevent similar occurrences in the future. Thank you for your understanding.

Posted 3 months ago

“Literally was shown the cost of one item on the checkout page, pressed Pay for Item and the price of everything suddenly doubled and I was paying for two of the same game along with double the shipping. I obviously only wanted a single game but the help centre was not open on the weekend and had already shipped by the time anyone was back in order to fix this. Customer service solution (which took about 24 hours each message) to answer was to ship the item back myself (I would have to pay for shipping). I live in Canada so the cost of shipping a board game to England would be astronomical and basically make this not worth it. Helpdesk also claimed it was "not possible" for my situation to occur.. so not only were they no help but I basically was told I was lying. Needless to say, I will never ever purchase from here again.”

Helpful Report

Posted 3 months ago

Thank you for your feedback, and we sincerely apologize for the distressing experience you encountered with your order. We understand how frustrating it is when issues arise, especially during the checkout process and with shipping. We are continually working to improve our systems and support to prevent such situations from occurring in the future. If there's anything more we can do to rectify the situation or assist you further, please don’t hesitate to reach out to us once our help center is available. Your satisfaction is important, and we hope to earn back your trust.

Posted 3 months ago

“Son unos estafadores, hice mi pedido hace 8 meses y nunca llegó”

Helpful Report

Posted 3 months ago

Thank you for your feedback, and we sincerely apologize for any inconvenience caused by the backorder status of your item. We understand how frustrating delays can be, especially when you're eagerly awaiting a product. Please know that we're working with our supplier to restock these items as quickly as possible and will notify you as soon as they become available for shipment. We truly appreciate your patience and understanding during this time. If you need any further information or assistance, please don’t hesitate to reach out to our customer support team.

Posted 3 months ago

“Collectible item was ordered before Christmas but packaging was damaged due to poor packing. It was returned without acknowledgement of receipt. It took contact to find that it had been received and then I was just refunded for the item without out contact or explanation that the item was out of stock.”

Helpful Report

Posted 3 months ago

Thank you for your feedback, and we sincerely apologize for the inconvenience caused. We understand your frustration with the damaged item and the delay in dispatch. As the item wasn’t immediately available for shipment, our returns team was unable to offer a replacement at that time. However, we made sure to process a full refund for the damaged item as quickly as possible. If there’s anything else we can assist you, please reach out to our customer support team.

Posted 3 months ago

“Both games I ordered arrived damaged with a ripped box edge. No protection of the game boxes whatsoever for international shipping.”

Helpful Report

Posted 3 months ago

Thank you for bringing this to our attention. We're sincerely sorry to hear that your games arrived damaged due to inadequate packaging during shipping. We understand how frustrating this must be and appreciate your feedback, as it helps us identify areas that need improvement. We’re committed to ensuring a better experience for our customers in the future. If you need assistance, please reach out to our customer service team, and we'll be happy to help.

Posted 3 months ago

“To summarize my experience with Zatu Games, it was a waste of time and energy. I ordered four products on November 21st, to be delivered to France. The first incident occurred when the dispatch didn’t happen as expected. I had to alert Zatu Games... On the 26th, that issue was resolved. But the story doesn’t stop there. On December 4th, I noticed that the package seemed stuck in transit, so I (once again) alerted Zatu Games. After numerous exchanges, each with delays of at least 2 or 3 days between responses, more than a month after my purchase, I was finally informed that the parcel was (obviously) lost... On December 31st, they finally decided to issue a refund (which was the only step that happened quickly). Of course, I decided to buy elsewhere based on this bad experience. You never get a second chance to make a first good impression...”

Helpful Report

Posted 3 months ago

Thank you for sharing your experience. We sincerely apologize for the frustrations and delays you encountered with your order. It’s clear we did not meet your expectations, and we understand how disappointing this can be. Your feedback is invaluable as we work on improving our processes to prevent such issues in the future. We appreciate your patience throughout this situation and hope that you might reconsider us for any future purchases.

Posted 3 months ago

“Package was probably stolen, the signature on the delivery receipt was forged and Zatu didn't care. Lost a ton of money.”

Helpful Report

Posted 3 months ago

Thank you for sharing your experience. We’re truly sorry to hear about the issues you encountered with your delivery and the impact it had on you. Please know that we're committed to addressing such concerns and improving our processes. Your feedback is important to us, and we hope you'll give us another opportunity to provide you with a better experience in the future.

Posted 3 months ago

Zatu Games is rated 4.8 based on 41,471 reviews