DiceAndDecks Reviews 847

Husband loves his new train set. It was his birthday present. The service was very fast and efficient. I would not hesitate to recommend this company.

This must be the most professional, customer-centric business I have encountered online. Their level of engagement surpasses a good many bricks'n'mortar stores and Martin's understanding of the Hobbyist mindset along with his knowledge (and willingness to share those insights) is something we have not seen enough of in the history of the industry. Top this off with amazing value through a selection of merchandise which is extensive, yet never feels saturated with commonplace offerings, and you have a games retailer which should be at the head of any hobbyists list of suppliers. As close to perfect as anyone has a right to expect!

Placed an order with them regarding a starter box set of German grenadier on the 18th. Tried reaching out to them 3 times so far and have had nothing. No updates, no dispatch. Nothing.

Will give them another day or 2 then will get a refund through PayPal. As of now, I strongly recommend you stay away, seems like a scam to me.

Disgusting customer service, took my monies, said it would be dispatched in 14 days tops, not even shipped after 20 days, no email reply to my emails and now have not answered their phone for over a week. Really shoddy and dodgy, not sure if they have gone bust but were happy to take my £120, AVOID LIKE THE PLAGUE, I am having to open a case with PayPal to get my money back, lucky I used them to pay for it, please, if you want your items go somewhere else.

I pre-ordered a copy of Heroquest at the beginning of December 2021. This was due for release in mid January. I received an email in January advising that due to low stocks my delivery would be delayed but was assured that they were expecting more stock in about a week. After around three weeks I contacted them and was assured that the deliveries would be taking place soon once more stock from the supplier had arrived.

Since then I have heard nothing! Despite emails which have not been replied to neither has my request to cancel my order for a full refund. This leaves me out of pocket and without the item I have ordered.

Additionally I have spent two days trying to call them On the number listed on their website without any reply or response. It is very disappointing and while I regret the need to leave this negative review my experience of Dice and Decks has been exceptionally poor. I’m verging on concidering them Scammers and Theives.

Awful customer service.

Pre-Ordered HeroQuest and expansions. Just after release date got an email explaining there were stock issues and they would hope to recitfy soon.

Nothing now for over a month. I have phoned 4 times and emailed 6 times and still no response.

They should be ashamed of themselves. Avoid at all costs!

I preordered Hero Quest, and have now had to escalate to Paypal for a refund as DiceAndDecks appears to have ghosted me.
I was able to call easily enough 2 weeks ago, and had a polite conversation with someone who explained that they were still unable to acquire more stock. I expressed that their communication was not sufficient having not heard anything since late January.
Having had another 2 weeks pass by with still no update, I have been trying for 3 days to call, and have emailed. Their phone is no longer being answered, and simply disconnects after a few rings, and the email I sent has still been unanswered.
I have sadly had to raise a case with PayPal to hopefully get a refund, as the seller is not even available to request a refund directly.
*update*
After opening a case with PayPal, the seller sent a refund by e-cheque. Then proceeded to cancel the cheque a few days later. PayPal has now had to intervene and has refunded me.
I would strongly recommend extreme caution when buying from this seller, just look at the pattern of reviews!!

I've used Dice & Decks in the past and they've been good, but lately things are taking ages to arrive, or are in stock when ordered, but then go out of stock, and the order just sits there stalled. Also if there are any problems or queries with the order, the seller doesn't respond to email or answer the phone. Disappointing.

Quick delivery of a game that is sold out or preordering somewhere else, and at a lower price too. Very happy with my purchase and delivery time. Thank you.

Long term for product to arrive which in fairness is due to shipping issues. Notification and delivery at point of landing in UK shores was spot on.

Quick delivery well packaged and great prices as always when did have problems was resolved quickly.

Simple, effective service for getting new games delivered straight to your house. Excellent condition, speedy and inexpensive!

Really grateful for the affordability of the Catan expansion. Delivery was prompt.

I always expect the best from Dice and Decks and that's exactly what I get. Great Job....again : )

First time ordering from these guys and not again. Should have stuck to the stores I always used but you live n learn. Order placed start of December for a pre-release, not nearing the end of Feb and nothing. While there was a delay in the release they have claimed supplier issues. Emails and phone calls and nothing directly back from them. Its all second hand info. Requested refund twice now via email and once verbally on the phone when I got through so its over to Amex to go get my money back. I would not recommend buying from these guys.

I Have used Dice and decks now a few times for games, couple of preorders etc.... I have found the experience of using them to be painless and easy. Highly recommend....

Excellent service as always. Will definitely be buying from them again

Ordered some liquid poly glue (two bottles). On arrival one of the bottles had leaked. Emailed their sales@ email to inform them and request a replacement (with a photo showing the two bottles side by side, one of which had lost about a 5th of the liquid).

That was a week ago. No acknowledgement, no communication at all. Very poor. Won’t buy from them again, and recommend you don’t do so either.

*UPDATE*
The day after posting this review I was contacted by the company who had read this review and offered to refund me for the faulty item. I received the refund just the other day.

It’s a shame it took a poor review to generate a response. They claim to have missed my initial email, but that in itself is poor customer service in my book.

The text of their email is below. I post it here to help you make your own mind up as to whether to buy from them. For me it’s borderline as to whether I would again. I take exception to what I read as a tone that suggests I’m being unreasonable for wanting to receive what I ordered, and daring to post a negative review after being ignored for
a week, but your mileage may vary:

“May I start by apologising for not getting back to your email from last week, I simply had not seen it sorry.

I've logged in this morning and seen this email plus a 1 star review on Trust Pilot. These reviews are very damaging to a small business and I would ask that you please consider taking the review down if you are happy with the below result?

I'm sorry there was damage to 1 of the bottles and we will happily refund the cost of the broken bottle allowing you to hopefully decant it into the other and still use the 4/5 left.

I'll issue this refund straight away and ask again to consider that this is a courier damage issue and a non reply to 1 missed email and hopefully we have resolved your problem.”

I'm all for supporting independent stores, so I thought no different with Dice and Decks. I placed an order for Phalanx Games Successors on the 04/06/2021 for £63.20 - I paid via Paypal. Over the year the pre-order date kept going back later and later. Fine I thought, there is a pandemic going on after all. I will mention, there's been no updates from the store about the delays - I only remembered I ordered this when I saw a copy of the board game in my local gaming store.

I became concerned January 2022, so I messaged the store on Facebook for a update. First message was ignored. So I placed a message on one of their posts on Facebook. Eventually Martin contacted me mid-January. They sent me a email, where they stated they don't really do refunds for orders past 90 days. I thought that was a bit weird, especially as Dice and Decks haven't messaged me once about the board games delay. Neither was there any information provided when I used the checkout regarding this policy. Since then I've heard nothing. They've twice deleted a polite message on Facebook asking for assistance with this issue. I've written this off. However, my experience has lacked any professionalism from Dice and Decks. They've essentially ignored me and I feel they should recognise they are at fault here. It's only just over £60 - please refund me otherwise I will have to say you've defrauded me out of that money I earnt.

Firstly I would like to say that there have been issues with the communication but after engaging with me I think the score I have given is fair.
I have previously made orders and had no issues. My most recent order was delayed and so I reached out in telephone and email comms without success. I did manage to get a response on messenger. Polite question illicited an honest response. It seems the company have been victim of their own success whilst supply issues have caused problems.
After an honest communication I understand the problems.
It seems that some people have taken to platforms calling them a fake company or terrible. There were initial problems but these other extreme comments are in my view unfair.
I have received my order. A polite and Frank explanation and a plan to address any issues. That is the true test of a company. If you remember to communicate better you will go from strength to strength. We'll done and good luck.
I will use them again. I got a great price.