PlayStation® Direct  Reviews 2,096

Communication was good in terms of email and sms of scheduled deliveries time, however, the outer box arrived damaged, with no time to question it as the driver quickly took the picture and left. My husband who was walking back to the house from dropping the kids off to the school bus raised concerns about how fast the driver was travelling. The PlayStation box itself is intact, but I don’t think it was adequately packed- there was minimal packing paper inside.

I sent in my PS4 with 2 controllers so I could upgrade to PS5. I got offer back for $1 as they cited it wasnt perfect but surely it plays. They are supposed to refurbish it anyway. They also say my controllers do t work which is bs.
I rejected the offer naturally and​ am getting my unit back. Beware of this low ball company.

I would not order off playstation direct i have been waiting a week for my ps5 delivery and when ever i contact them i just get told its going to be a couple more days . Your a billion dollor company that struggles to make deliverys . Company is a joke they do not care for customers just wamt your money

Brand new PS5 has a known Processor motherboard overheat issue. Where once you load a PS5 game the systems registers overheat and all fans kick in and unit shuts down. There is no software repair but you have to register the unit and return it to Sony for a repair or replace with “REFURBISHED” unit. There is an expected return Waiting 15 days from receipt. This is a widespread known issue for Ps5 tech issue.

Delivery time is not what is stated absolutely pathetic service still waiting on control pads. Rather buy of ebay atleast you got a customer service that actually works would not reccommend or use again....

Terrible service. I paid for the console, 1-2 days for delivery. It's been 3 days already and I didn't receive anything, not even any info. Nothing.

They promise to deliver product in 1-2 business days but thats false and misleading, don’t count on the time frame they provide. Customer service was horrible waiting time of more than an hour and at the end of that they are not helpful just repeating phrases over and over again. I regret ordering it from them and trust me ill be spreading the word.

Recently purchased the fortnite controller for my son for xmas. Recieved product and box was severely damaged and open, neither full refund or replacement option applicable (product no longer available and full refund would mean returning controller). No option with agent on line for partial refund after being 1 hour and 40 minutes on hold. Poor delivery standards and customer service!!

Dear PlayStation Direct Customer Support,

I am writing to formally raise a complaint regarding the return of a PS5 console and the unresolved refund associated with Case Number 47397211.

I purchased the console as a birthday gift for my son; however, it was delivered late and therefore did not arrive in time for the occasion. Following the instructions provided on your website, I printed the return label, returned the item, and requested a refund.

Despite this, more than a month has passed without the refund being processed. I was subsequently informed via email that PlayStation Direct had not received the returned item. This is incorrect. I have documented proof that the item was successfully delivered and received on 06 November 2025, and I have already submitted all relevant documentation confirming this.

Today, I received another email stating once again that the item has not been received. I contacted your support team by phone for clarification, provided my case number, and was told that no further action could be taken. This response is both inaccurate and unacceptable, given that I have supplied clear evidence of the completed return.

I respectfully request that this matter be escalated and that my refund be issued without further delay. Please confirm receipt of this complaint and provide a clear resolution timeline.

Thank you for your attention to this matter.

I had an extremely disappointing experience with PlayStation Direct UK. My order (a Christmas present for my husband) was marked as “delivered and signed for,” yet PlayStation has refused to provide any valid proof of delivery.

They have not provided:

A signature

A delivery photo

GPS confirmation

Valid tracking (the DPD number they gave doesn’t exist on DPD’s site)

Instead, they claimed the parcel was signed for by “Ashley” — which is simply my own name printed on the label, not an actual signature. I was over 150 miles away at a funeral at the time, and no one was at my property.

When I contacted customer support, things got even worse:

I was promised a call within 48 hours (I never received one)

My claim was rejected without evidence

They refused to escalate the case

They told me the decision was “final”

They were dismissive, unhelpful, and closed the chat without resolving anything

I am now having to escalate the matter through my bank, because PlayStation refuses to acknowledge their responsibility as the retailer to provide proof of delivery.

This has been unbelievably stressful, especially for something intended as a Christmas gift.
I strongly advise avoiding PlayStation Direct UK if you value customer service, accountability, or basic consumer rights.

Absolutely not. Ordered December 1th. Just received the DualSense . Direct+UPS… no more. I hope my ps5 will run

Was very happy with the whole purchase. Ordering was easy, was a big discount, with on top of that the 5% discount as a Plus member. Within 2 days I had my order in my possession.

Ordered x2 sets of black cover plates for PS5. There was only x1 set in the courier box.

Contacted customer service. After they investigated they closed my case as they believe it matched the expected weight of the package.

The cover plates are very lightweight.
I have no idea how but there was definitely a mistake made or maybe foul play during the packaging/delivery process.

No acknowledgment of mistakes made, no replacement or refund. Incredibly disappointed and feel ripped off as I paid for two and only received one.

Advice to anyone purchasing these, is to make separate orders if ordering multiples, so you have different order numbers. Learnt it the hard way.

Ended up falling asleep trying to create an account and play an online friendly on tve ps4 absolute joke. Don't bother. Like trying to break into a bank.

Ordered a limited edition playstation 5 from the playstation direct website. It was packaged so poorly that the box was damaged in transit. Since it is a collector's item, it is important that proper care is taken with packaging. After contacting a support agent I was told that I could send it back and, as if it were a bonus, that I wouldn't have to pay to send it to them. I would however have to pay for my own packaging, because theirs was so inept that the delivery box is unsalvageable. The product has since gone out of stock, so for choosing to spend over £300 with playstation, it has actually cost me money and I've ended up with nothing in time for Christmas. Appalling service and a deliberately obtuse complaints system. None of this is good enough. Do not spend your money with these people.

Ordering went well. Package arrived within promised time. But package was left on the doorstep and the delivery person drove away before I could come to the door. Package could have easily be stolen or left outside all evening if I wasn’t home or hadn’t heard the bell.

Disgraceful service. Order of a limited ed console plus accessories.

The ordering process is simple buy issues with DPD their courier meant the ordering process was returned to ps.direct.

DPD blame ps.direct for using incorrect address details, ps.direct blame the courier, poor customer sick between two warring factions!

Customer service at ps5.direct simply go through the motions, apologetic platitudes with no resolutions, then stating no refund until the undelivered console is returned to them. Utter fraud!

We have now filled a section 75 claim with our credit card company, jf it jsnt sorted soon we will commence court action to recover our monies!

Learn from our experience and avoid these clowns at all cost.

Su-note I don’t think dpd, their chosen courier, isn’t without blame. I’m convinced the distribution staff are using their Christmas five finger discount.

Terrible service & company.

My order hasn’t been shipped , so I called them to ask where my order is, and been informed that there are some issues with my order (I haven’t been informed about it till I didn’t call) and there will be investigation ongoing and there is no info when I will get my refund & order.

How this big company can have such a bad service ? I haven’t been offered for any solution like send me another order , if the first one hasn’t been sent or make a refund. This is frustration and will not be left like this.

Avoid to order from them.

Customer service is terrible to, being rude & not answering all questions. Refusing to provide any information by email.

Selling products they don’t have stock to fulfill. This is the 2nd time I’ve ordered from PlayStation Direct where they’ve acknowledged an order, took the money and then cancelled it a couple of days later with no explanation in the email. I then have to wait up to 10 days to get my money back so I can source an alternative. Shocking way for a brand like Sony to go on.