PlayStation® Direct  Reviews 

Promised delivery in 2 days, received in 3 weeks, ruining my child's' Christmas. Spent 3 hours trying to get through to customer service on chat and on phone. When I eventually spoke to someone they were unhelpful, said I would get a response in 2 days, then rudely cut me off. I still haven't had a response 2 weeks later. Horrendous customer service and I will never buy from PlayStation direct again.
Update: Since posting this review I have received an email from Sony threatening my networks access. This is an obvious attempt at intimidation by their customer service representative.

Id give 0 if it was an option. Accidentally purchased a game and asked for a refund but have been refused. £70 down the drain for a game that eill NEVER get played. Disgusting.

They mess you about. No customer care whatsoever.

The ordering process was smooth and easy. Delivery was also amazing.

PS5 did not arrive even though tracker update on both the PS website and UPS website says it was delivered. Claim was filed with UPS and I'm requesting PlayStation company (Sony) to investigate internally as well and either provide full refund or reattempt delivery.

On 13th December 2025 I ordered a PlayStation 5 from PlayStation direct and it was the beginning of a NIGHTMARE BEFORE CHRISTMAS. I genuinely thought I was onto a winning deal by ordering directly from PlayStation and combining it with a TopCashback offer. Everything looked perfect - the PS5 was out for delivery, tracking updates were normal and it seemed like everything was going to plan.

Then, completely out of nowhere, on 17th December 2025, DPD’s Tracking update said they would not deliver the parcel and were sending it back to PlayStation. No explanation, no warning - just a sudden reversal.

Because this was a very important Christmas present, I felt a real sense of urgency. I immediately started trying to find out what had gone wrong. I spent hours trying to reach DPD. When I finally got through, they couldn’t explain what happened, couldn’t deliver it, and simply said the parcel was “somehow” already on its way back to PlayStation. They made it clear that the delivery contract is between PlayStation and DPD - I was just a third party. Their advice was blunt: take it up with PlayStation.

So I did — and this is where things got even worse.

It took three separate attempts before I finally reached a PlayStation chat agent. I was taking screenshots every 10 minutes because I could see the situation slipping away. At the same time, I was also in the phone queue — my third attempt there too - because I was desperate to speak to someone who could intervene or get a replacement sent out in time for Christmas.

When I finally reached an agent, I was initially reassured. They told me the parcel was just delayed and I would still receive it. But when I repeated what DPD had told me, the agent went back to “check the system” - and everything changed.

Suddenly, the message was:
“No, it’s coming back to PlayStation. Don’t worry, we’ll refund you within 5–8 business days once we get it back.”

That was it.
No attempt to help.
No escalation.
No recognition that this was a Christmas present.
No effort to send a replacement.
Just a virtual shrug and a refund sometime after Christmas.

PlayStation had a clear opportunity to put this right. They knew the delivery had failed. They knew the item was being returned. They could have sent a replacement immediately. They chose not to.

The final explanation I received was relayed to me by Paul from PlayStation - three days after the date he had promised to update me. In his email dated 24th December 2025, he stated: “Unfortunately due to the festive period there may be a delay in their response times and I will check back in with you on 29/12/2025 either way.” Despite this commitment, the update arrived 3 days late and consisted only of a vague reference to an “unforeseen operational error,” with no acknowledgement of the missed opportunity to resolve the situation, no meaningful redress, and no recognition of the time, stress and financial impact this caused.

My money was tied up for 8–10 business days, I lost my TopCashback benefit and I ended up with nothing. The only gesture offered was a 15% discount code, which doesn’t come close to addressing the failure.

My conclusion: It is not safe to buy from PlayStation Direct.

If anything goes wrong, you have no control, no protection, and no support. You’re stuck between DPD and PlayStation, neither of whom take responsibility. You can spend hours trying to fix the issue - as I did - and still be left with no product, no help and no recourse.

I expected far better from a brand of this size. Instead, I was left powerless, dismissed and without the Christmas gift I had planned so carefully. Most definitely my own nightmare before Christmas!

Bought a controller for my son's xmas in plenty time for delivery, did not turn up. Chased DPD who said parcel was damaged and returned to PlayStation. Tried to discuss with PlayStation on their chat and was told I would get a refund, I haven't then when I went back on the chat to tell them this they blocked my messages, customer service is a joke. I'm £50 down with no refund coming and will never buy from PlayStation again

UPS Bullshit
Chronopost better
i should get delivered in my house

The sender included only the postcode in the delivery address. Instead of rejecting the parcel and returning it to the shop, DPD marked it as delivered and provided a photo of a random door. We never received the parcel, and the DPD helpline refuses to give us any further information because they require the full address - which was never provided, as the parcel was addressed only with a postcode.

Perfect on-time delivery

Package was not listed as needing a signature until after i ordered it. I had to pull strings to have someone there from 11:45-2:45 which was the scheduled time. Around 3:30 the time was updated to before 9pm and i recieved no text notification despite having signed up for them. The packaged did not areive until almost 8pm. Forcing someone, without alternative or even telling them until the window, tha they must be home for a package within an 8 hour window, is disrespectful and ridiculous. I had to move several appointments at great difficulty to myself and others who i inconvenienced.

Order was delivered within time, no issues whatsoever.

On time. A very quick turn-around for the order. Kudos.

Truthfully it was a pain in the ass i had to sign for package... However i understand it was better that i sign rather it be stolen

Great products and prices! I’m a PlayStation fan for life!

My order arrived early even though being placed on the day after Christmas! Awesome work and big thank you to the company and expedient shipping.

Always keeping the games that PlayStation titles have done for many years, and I can't wait to play the games that I have in mind that I plan to play in store.

Easy navigation on website, communication, and ease of purchase. Fast shipping as well

Fast shipping and excellent customer service

I have had the worst customer experience from PlayStation direct following issues with the delivery. They have consistently lied to me, manipulated me and denied me of my consumer rights.

DO NOT ever buy physical products from them. If anything goes wrong you will have a terrible time trying to get to a solution. They will not answer questions directly and they will prevent go as far as to not acknowledge some of the things you said because if they did, they would be admitting fault.