DiceAndDecks Reviews 847

I've been a regular customer with Dice & Decks for many years. The reason I keep going back isn't simply the high level of service, or the good prices, but the openness of the business.

They know they aren't perfect (who is!?), but hold their hands up when they do make a mistake. I'd rather judge someone on how they fix a problem, rather than whether or not they make a mistake in the first place.

Ordered the Dune board game from them for a Christmas present. After two weeks of not receiving I emailed them a couple of times and got no reply. So a few days later I called them and they said the game delivery had been delayed until the second week of January. They didn’t apologise and they also told me several times the price had gone up but I didn’t have to pay the higher price (I’d already paid for a product weeks ago so I’m not sure why this was relevant…). As I now wouldn’t be able to give this as a Christmas present they let me change the delivery address.

A week or two after this I was randomly emailed an order confirmation for someone else’s order which contained all their personal information including their full name and address. I emailed them about this and again have received no reply.

Additionally it’s now the 21st January and we still haven’t received the board game

Pretty disappointing all round and I would avoid ordering from them again

Ordered a game before christmas and chose UPS delivery - "usually next day". Still hadn't turned up by 4th January so I rang up to cancel the order and request a refund. Still not refunded by 20th January so will have to chase again. Will not be using Dice and Decks again

I have been ordering with Dice and Decks since 2020 and cannot fault their service. Their customer service is always great. When i have had queries or had to make changes to my order they respond quickly and are helpful. All my games have been delivered in perfect condition and packaged well. Dice and Decks are always the first place i look at when wanting to buy a game.

I've been using Dice and Decks since Nov 2020, with around 40 orders delivered and 5 pre-orders pending; I'm sure there will be more soon! I've never experienced any issues, and Martin has always been a great help when I've accidently duplicated an order of a game or by splitting/merging pre-orders with another order etc.

An important thing to keep in mind is that they are a small business. Delays with products have been down to the general oddities of 2021 & things outside of the control of Dice & Decks themselves.

I personally would, & have recommended them to friends & family.

I've ordered a number of items from Dice and Decks and never had a problem. Recently I even preordered a game not excepting it until after Christmas so was pleasantly surprised when it turned up early.

Dice and Decks are one of the best companies in this field and have a big future. Understandably, as a very small company, they were very busy over the Christmas period but items were sent in well packaged boxes and in good time. Delivery issues were sorted without a fuss and the service was very friendly. Always recommend by my wife and I.

An outstanding business providing excellent service at a great price in my experience. Fully recommended!

I placed an order before Christmas. I didn't arrive. I emailed the company. No answer. I phoned the company. No answer. I emailed again - Nothing. Called again. Nothing. If you are a real company, I would be grateful for some communication from you. Ideally I would like the gift that I ordered, but if not, I would like a full refund please. Not too much to ask!

Be careful with this trader - pre-ordered items from store on 25th Nov 21 and when the release date of said items (3 x expansions for escape the dark sector) was delayed I asked for a refund. There was no response so I chased again and a few days later received an email from Martin confirming the order was cancelled. There was, however, no mention of a refund for the £54.89 that I had paid via Debit card. I have sent a further 2 emails to the business and I am still awaiting the courtesy of a reply. I will give it another week before contacting my banks / citizens advice for options. Unless I receive an apology and refund I will be sticking to Zatu / Gameslore in the future.

UPDATE - Finally received a refund on 11th Jan 22 with the following reply:-

Hi Clive,

Many thanks for getting in touch. I've taken on the customer service role for a while here and am just catching up on the backlog. I can only apologise profusely for all the delays and let you know that this isn't how things would normally be dealt with. The guys had a really tough time over Christmas with the volume of orders, staff isolating due to Covid and courier issues. I realise this isn't your concern but really wanted to offer an explanation of sorts and reassure you that this isn't our normal operation.

Your refund has now been processed and I really hope that you will consider giving us another chance for future orders.

Many thanks

Nicki

I'd like to give it "No Stars", because i ordered an item on 12th December, their email response was that it would be sent by UPS, "probably" the next day. I emailed them on 23rd December, but have received no response, neither have I had any answer to the telephone number, just "please try again later". I've now put the matter in the hands of PayPal to try and get resolution or a refund. What makes it worse is that bloody Google ads promote this shambles of a company, when you go online to eBay!

Let’s just say, if I could give this company zero stars, then I would!
I made a large order from this company on the 6th December, with next day delivery. No response from the company about when this item was to be shipped out. I sent an email out on the 20th December as the item was still not shipped. Of course no response so I decided to give them a call. Apparently no one works on the phones as they do not pick up, despite calling them at different days and times.
I asked for a refund and that I was ordering elsewhere. I put a complaint in with Citizen Advice and made my bank aware that the company was not responding back to me. Whilst investigations were being made, I suddenly had an email yesterday stating that the items were sent!? I again tried emailing and calling them to state that I would like a refund and that the items needed to be sent back.
As usual fashion, I have had no response from this company. This has truly been the worst customer experience I have ever had and I still have not had my issue dealt with.

I’ve had a really bad experience with this company. I placed an order for 2 small train set items on 27/11/21. Apart from the email saying they took my money, I had no further communication. I tried emailing, but had no response to my emails. I finally got through to the number provided on the website on 14/12/21 and was reassured it was all in hand. I was told by the man who answered the call that my order would arrive in time for Christmas. It’s the 21st tomorrow, so I tried calling the number again, but this time the phone just goes to a message saying the call cannot be completed. I suspect this isn’t a real company, but a total con! I’m going to contact my credit card company. I’m genuinely concerned I’ve been ripped off.

A Christmas present ordered with them and supposed to be delivered by UPS hasn’t arrived. UPS tracking said it was handed to customer. No one was at home on the time and date stated. Emailed dice and decks but received no response or support. I will stick to Amazon in future much better customer service

Great range and prices BUT refuse to deliver to ALL parts of the UK. The word DISCRIMINATION is the only way to describe there choice.

I placed an order two weeks ago, it was sent out via UPS and they were awful: rescheduling delivery twice, including at 10 p.m. on Friday night (when they should have delivered).
Got in touch with Dice and Decks to ask them to complain about the service. I STILL haven't heard from them. In the end, I had to raise a problem with UPS who decided the parcel was lost within 2 days. It has taken me 3 phone calls to talk to anyone who can do something about my lost goods, and still another week on I don't have them. Just useless fobbing off from Dice and Deck's manager.

Dice and decks went over and above for me. My order was delivered a day earlier than expected and very competitively priced. The guys I spoke to on the phone were very knowledgeable and helpful. From my experience they will be my new number 1 go to shop for games, def using them again.

I never got my order in, its been 2 weeks

Still waiting on delivery nearly two weeks later very disappointing

Amazing price, super quick delivery. Spot on