As many others here I've also preordered several The Hobbit collector booster box. Few days prior to release I get the message only 1/6th of my order could be send. No compensation, or any sol... See more
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SCAM ALERT: They take your money, cut your order, and complete ghost you. Save yourself the headache and buy somewhere else. Games Island is taking pre-orders they cannot fulfill, taking y... See more
Company replied
Excellent customer service. Very friendly. Sometimes it might take a little while for them to reply, but they always apologize and give you a reason why (understaffed cause of illness of colleagues... See more
Games island is THE perfect site to buy magic cards. Perfect prices and great communication. "Vous pouvez acheter les yeux fermés"
Company details
Written by the company
Games-Island – Dein Experte für Tabletop, Brettspiele und Sammelkarten! Entdecke die Welt des Tabletop-Gaming bei Games-Island.eu, deinem Onlineshop für Warhammer, Age of Sigmar, Magic: The Gathering und vieles mehr. Wir bieten eine riesige Auswahl an Spielen, Zubehör und Miniaturen – alles für Hobbyisten und Profis. Unser Service umfasst nicht nur den Verkauf neuer Produkte, sondern auch die professionelle Aufbereitung gebrauchter Artikel. Mit Sitz in Deutschland legen wir besonderen Wert auf Qualität, schnellen Versand und exzellenten Kundenservice. Ob du Einsteiger bist oder Veteran, Games-Island hat alles, was dein Spielerherz begehrt. 👉 Besuche uns online oder in unserer Filiale und tauche ein in die Welt der Spiele!"
Contact info
Germany
- games-island.eu
3.6
Average
450 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 39% of negative reviews
Typically replies within 24 hours
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They lie about stock availability
When I placed an order for a pre release their website clearly stated that the product was in stock. After a couple of days that my order wasn't being shipped I contacted the customer service for informations about it and they told me the product was in fact NOT in stock and they didn't even had a timeline for the restock. They just straight up lied on their website, probably so more people would pre order the product from them and not from somewhere else even if they obviously were aware that they were selling a product they didn't have in stock without letting the buyer know. I want to point out that it was a PREPAID pre release. The estimated delivery time you'll get after placing an order is just bullshit.
9 April 2025
Unprompted review
Reply from Games Island
Hello,
thank you for your feedback.
I’m really sorry to hear about your experience with the pre-release order. It sounds incredibly frustrating to have been told the product was in stock only to find out later it wasn’t.
We deeply apologize for the confusion and the inconvenience this has caused. Our team is continuously working to improve our inventory system to ensure accurate stock information. We understand that being given misleading information about stock availability is unacceptable, and this feedback is crucial for us to address the issues in our process.
If you could provide us with more details about your order, we’d be happy to look into this further and see how we can rectify the situation. You can contact our customer service again so we can assist you directly.
We appreciate your patience and hope to serve you better in the future.
Best Wishes,
Annika
Reply from Games Island
Hey Ahmed,
Thanks a lot for the awesome review! We're thrilled to hear that you had a great experience with our customer service and fast delivery. Looking forward to serving you again in the future!
Best regards,
Hannes Z.
I preordered a collector box and…
I preordered a collector box and everything went smoothly
7 April 2025
Unprompted review
Reply from Games Island
Hi Davide,
Thanks a lot for your positive feedback! We're thrilled to hear that your preorder for the collector box went smoothly. Great to see you happy with our service!
We look forward to helping you with your next purchase.
Best regards,
Hannes Z.
Great customer support
Great customer support, super quick and polite. Can’t recommend them enough.
1 April 2025
Unprompted review
Reply from Games Island
Hello Marcel,
thanks a lot for your kind words!
We're thrilled to hear that you found our customer support to be super quick and polite. We always strive to provide the best service possible. We're looking forward to assisting you again in the future.
Many thanks,
Annika
My Go To Games Shop
Games-Island is an excellent store for purchasing TCG products. I get most of my Magic displays and Commander decks there because they usually have a wide selection at prices below market value.
What truly sets them apart is their outstanding customer support. They respond quickly, are extremely friendly, and, in my experience, even outperform Amazon in terms of service. I highly recommend them! Thumbs up to Benjamin and Eric.
24 March 2025
Unprompted review
Reply from Games Island
Hi Minh,
Thank you so much for your wonderful review! We're thrilled to hear that you enjoy our wide selection of Magic displays and Commander decks, as well as our competitive prices. Our goal is indeed to provide a great range of products at reasonable prices.
Your acknowledgment of our customer support, especially the shoutout to Benjamin and Eric, is highly appreciated! We take pride in offering quick and friendly service.
We look forward to serving you again.
Best Wishes,
Hannes Z.
Non pre-order - Solid experience
I do not live in Germany but had a very solid experience ordering from this shop.
I placed 2 orders consisting of NON PRE-ORDER sealed products with a total value of around 400€ . Both orders arrived in great condition two days after ordering.
The shop gets a -1 star for increasing prices (1-2%) @ checkout.
Will order from them again.
*EDIT:
Seems I just made a silly mistake, in Belgium we pay 21% taxes on this kind of product compared to the 19% of Germany, changing my review to 5/5*
21 March 2025
Unprompted review
Reply from Games Island
Hi,
Thank you for your positive review and for sharing your experience with us!
We are pleased to hear that your two orders totaling around €400 arrived promptly and in excellent condition within two days. Unfortunately, we are unable to understand how the price increase came about - but presumably due to different taxes. To clarify this I would like to ask you to contact our customer support (support@games-island.de) directly.
We appreciate your feedback and are committed to improving our service. Thank you for your support and we look forward to serving you again in the future.
Best Wishes
Hannes Z.
Misguiding delivery/availability dates - Vague responses - No timeframe for delivery of a preorder (prepaid)
Overall bad experience regarding pre-orders (as mentioned in multiple reviews).
Submitted a pre-order and pre-paid for it, with the order confirmation stating "Available on X date". A few days after the specified date I inquired as to why there is no shipment confirmation and the response I received was "We currently don't have enough of these items in stock, however we are still waiting for the further delivery of these items.
Currently I can't say when these will arrive, but we will of course ship your order as fast as possible once we received the goods." Which initially leaves the impression that the "pre-order" was sold to someone else, even though it was already paid for. Upon reading other reviews, I can speculate that, if support responds to the review, the response will shift the blame to the "supplier" (as redirecting responsibility seems to be the common factor in each review).
Additionally (based on other reviews), it seems that the majority of the times they do not receive the expected number of products by the supplier, but they still presell the "expected" number of products. Since this appears to be a common occurance, overselling non-existing products seems intentional at this point.
To be fair, support responded in a timely fashion to the initial ticket - the fact that vague information was provided is unrelated to the response time.
Overall, even though the initial response time is great, post sales support does not compensate for a bad service and unavailability of an item becuase it was sold out even though it was preordered.
I'll keep the score as it is and will be upading it based on how smooth the refund process will be.
*****UPDATE*****
Refund process was smooth. No reason to drop rating further.
18 March 2025
Reply from Games Island
Hello Kostas,
thank you for your feedback.
I'm really sorry to hear that you are frustrated with the pre-order process. Your concerns are completely valid, and I understand how misleading delivery dates and vague responses can be very disappointing.
As you mentioned, sometimes the suppliers do not deliver the expected number of products, affecting our stock and causing delays. While we prioritize transparent communication, it seems we fell short in this instance, and for that, I apologize. We strive to provide timely responses but understand that responsiveness doesn't compensate for unavailable items.
Please know that your feedback is valuable to us. We are working diligently to improve our pre-order process to ensure more accurate availability dates and better overall service. Your request for the refund will be processed shortly. If you have any further questions feel free to reach out to our support team via support@games-island.de.
Thank you for your patience and understanding.
Best Wishes,
Annika
Terrible delivery and long waiting
This store has many pluses: excellent prices (7% lower than popular competitors or the same), good assortment.
But the delivery time is incomprehensible and does not correspond to reality. Without a letter to support, no one has never sent anything. If you were planning to buy a gift, then (no kidding!) lay down a month. The service is terrible.
1 March 2025
Unprompted review
Reply from Games Island
Hello Victoria,
thank you for your feedback and for acknowledging our competitive prices and good assortment.
We're sorry to hear that you've had such a disappointing experience with our delivery times. Your frustration is completely understandable, especially when planning to buy gifts.
Our typical delivery times aim to balance efficiency and reliability, but it seems we fell short in your case. We're actively working on improving our dispatch processes to better meet customer expectations.
We appreciate your patience and your effort to contact support. It's valuable feedback like yours that helps us pinpoint areas for improvement. We hope you'll give us another chance to provide a better experience.
Best Wishes,
Annika
I've order sometimes from them and…
I've order sometimes from them and never had any issue, until last order.
On the last order there was a missing item, and I emailed the support about it.
The support was incredibly fast answering and trying to figure out what happened.
Although they couldn't find mistake made by them, they resent me the missing item, which I appreciate.
11 March 2025
Unprompted review
Reply from Games Island
Hello Rui,
thank you so much for your kind words and for continuing to order from us!
We're glad to hear that our support team was able to assist you promptly with the missing item in your last order. We always strive to provide the best service possible, and we appreciate your understanding in this matter.
Best Wishes,
Annika
Customer Service is awesome!
Each time I text Support with any random question they always reply within 48 hours with a reliable and correct answer.
Very good staff team!
11 March 2025
Unprompted review
Reply from Games Island
Hi,
Thanks a lot for your awesome review! We're thrilled to hear that our support team has been consistently reliable and quick in their responses. We're proud to have a great team in place to assist you.
We look forward to continuing to provide you with excellent service!
Best wishes
Hannes Z.
My problem has been solved and the products delivered.
Edit 3: Both of my orders have made it safely to me in excellent condition. I am extremely satisfied now. I will leave the rest up, but the sign of a good business is one that can both deliver and correct mistakes.
Edit: They have now responded by email several hours after this review was published. I’ve updated the review score. If things continue to go well I’ll update the review and score accordingly.
Edit 2:The refund has been successfully carried out and I appreciate that they were able to work this out with me, albeit it was a bit haphazard. As such I've updated the review score again. Once my actual account preorders are fulfilled in the coming months, I'll do a final update on the review. For now the original is below.
Buyer beware. I preordered an item without an account, but thought that I could shop here in the future and also wanted something else. So I created an account and order said previous item again and a different item. When I went to cancel the order done without an account, I received prompt emails telling me the order was canceled but that because I used Apple Pay, they could not give back the money they charged already (they charge immediately for preorders) through Apple and would need my bank info. I quickly provided that, but upon giving that info, all contact ceased.
It has been two weeks, and I’ve emailed both the person who asked for the bank info, the original person who started the support email chain, and done a fresh email. I have received zero communication. I’m quite worried what is being done with my bank info if the employees from the company are now refusing contact. I’m considering doing a chargeback, but don’t want to risk my account made order given both are next to each other in my statement and no way to differentiate, although given the above I am questioning if these orders would even be fulfilled. I’m incredibly disappointed and now worried about my personal information and would not recommend this store to anyone.
15 February 2025
Unprompted review
Reply from Games Island
Hello Matthew,
thank you for taking the time to update your review and sharing your experience. We're genuinely sorry for the inconvenience and the delay in processing your refund. It's certainly not the experience we aim to provide to our customers.
Rest assured, your concerns regarding your bank information are being taken very seriously, and the delay of answers were unintentional. We're glad our team has reached out to you since your review update. We hope that we can resolve this issue quickly with you and regain your trust.
Thank you for your patience, and we hope to improve our services based on your feedback. Should you have any further questions or need assistance, please don't hesitate to contact us again.
Best Wishes,
Annika
good prices
good prices, and the customer service is great.
Had a problem witha couple of orders and they fixed all my problems giving me the best solutions.
Awsome shop.
5 March 2025
Unprompted review
Reply from Games Island
Hi Nico,
Thank you so much for your wonderful feedback! We're thrilled to hear that you found our prices good and our customer service great. It's fantastic that we could resolve the issues with your orders to your satisfaction – we always strive to offer the best solutions.
We hope to see you again soon in our shop!
Best Wishes,
Hannes Z.
Highly recommended
Great team. High quality products with safe and secure payments. Wide range and quick shipping. Highly recommend. Easy to use website.
4 March 2025
Unprompted review
Reply from Games Island
Hi James,
Thank you so much for your glowing review! We deeply appreciate your kind words about our team, products, and services. We strive to offer high-quality products with safe and secure payments, and we’re thrilled to hear that you found our website easy to use and enjoyed our quick shipping.
We look forward to your continued patronage and hope to serve you again soon.
Best Regards,
Hannes Z.
Everything went well, would order again but improvements can be made.
I'm writing this review because after my order I was curious and saw all these mixed reviews and was afraid the same would happen to me. I'm also giving a 4 star so that this comment would jump out instead of all the 1's and 5's.
After paying my order, which was in my opinion a good value and happy to see this in stock (Pokémon boxes and other cards), there was an estimated shipping date and nothing changed after 3 days. It should have arrived by then, but I wasn't in a hurry so I could wait if needed. I also send out an email and got a pretty generic mail about delays at the warehouse or other deliveries which is fine.
A day later I got my shipping info and now I have received it in a decent package. So I'm very glad it all worked out well.
Could it be packaged better? Yes, but it was enough.
Could they communicate more or better? Yes, but for me it was good enough.
So overall, I did not have a bad experience but they could improve some stuff.
I hope this review gets to people that are doubting, like me, to have patience.
24 February 2025
Unprompted review
Reply from Games Island
Hi Jonas,
Thank you for sharing your experience and for giving us a 4-star rating to stand out among other reviews. We’re glad to hear that you found the value of the items and were happy with the availability of Pokémon boxes and cards in stock.
We apologize for the initial delay in shipment and the somewhat generic response you received from our customer service. We're continuously working on improving both our packaging and our communication with customers.
Your patience and understanding are greatly appreciated, and your feedback is valuable in helping us enhance our services. We hope to see you again and provide an even better experience next time.
Best Wishes
Hannes Z.
Unfortunately since the Prismatic…
Unfortunately since the Prismatic Evolutions hype they do not seem to care about their existing customer relationships anymore.
Spent thousands and thousands over the past year. Everything went fine until prismatic evolutions:
Order was cut massively (understandable), I was told I should stay aware of the future releases on these products because they would get enough stock. What they did not tell me is that they would sell at 200% MSRP, even to the previously screwed over customers.
Took my money since november 2024, told me numbers were final until 2 days before releasedate, then chopped it in half and took about 2-3 weeks to fully refund everything.
I am flaborghasted with this experience, hoped it would not turn this way, Emailed them but unfortunately 'nothing' they can do.
28 February 2025
Unprompted review
Reply from Games Island
Hi ,
thank you for sharing your experience with us. We sincerely apologize for the inconvenience and frustration you have faced regarding the Prismatic Evolutions release. It's definitely not our intention to make our loyal customers feel neglected.
We understand your disappointment with the order adjustments and the pricing changes. Unfortunately, we've faced significant stock limitations imposed by our suppliers, which led to these adjustments. We strive to distribute our stock as fairly as possible, but we understand that this situation is far from ideal.
We also recognize that the refund process took longer than it should have. We appreciate your patience while we resolved this, and we're continuously working to improve our processes to prevent such delays in the future.
If you have any further concerns or require additional assistance, please don't hesitate to reach out to our customer service team. We genuinely value your feedback and hope to make things right.
Best regards
Hannes Z.
Best support! My query was answered and resolved…
My query was answered and resolved extremely quickly, by a team of really wonderful people who obviously care about their customers! I can't rate Games Island high enough - They're the real deal!
26 February 2025
Unprompted review
Reply from Games Island
Hi,
Thank you so much for your awesome review! We're thrilled that our team could resolve your query quickly and that you felt well taken care of. It's great to hear that you think so highly of us, and we truly appreciate your kind words. We'd love to assist you again in the future – don't hesitate to reach out!
Best Regards
Hannes Z.
Had no issues with my orders
Had no issues with my orders. Everything has been packed and shipped properly. However, there is, basically, nothing to order from Pokemon TCG on the site. I assume, there are issues in most of the stores, yet still, it is what it is...
26 February 2025
Unprompted review
Reply from Games Island
Hi Heorhii,
Thank you so much for your positive review! We're thrilled to hear that you've had a smooth experience with your orders and found our packing and shipping to your satisfaction. Regarding the Pokemon TCG availability, you're correct. Like many other stores, we are currently facing supply constraints from our suppliers, which impact the variety of products we can offer on our site.
We appreciate your feedback about the recent delay with your larger order and are glad to hear that our customer service team responded quickly and kindly to your inquiries. We are continuously working to improve our shipping processes and will certainly take your suggestion of adding more staff in the warehouse into consideration.
We look forward to serving you again soon!
Best Regards,
Hannes
Great customer services and prices
Good, timely customer service (thank you Sabrina) and always the best TCG prices in Europe. Can't complain.
25 February 2025
Unprompted review
Reply from Games Island
Thank you so much for your 5-star review, Jens! We're thrilled to hear that our customer service, especially Sabrina's efforts, have made a positive impression on you. Additionally, it's great to know that you appreciate our competitive TCG prices in Europe. We aim to keep meeting your expectations and look forward to serving you again soon.
Many thanks!
Best Regards
Hannes Z.
Great Responces!!!
One of the best customer support experiences!
Super fast replies and extremely helpful when needed!!!
Not to mention the great prices and product variety :)
18 February 2025
Unprompted review
Reply from Games Island
Hi,
Thank you so much for your fantastic review! It's wonderful to hear that you had one of the best customer support experiences with us and that our team was able to provide super fast and helpful replies. We're also thrilled that you appreciate our great prices and product variety.
We look forward to serving you again soon!
Best Regards,
Hannes Z.
TERRIBLE!!
TERRIBLE!!! I WAS a very loyal customer but games island clearly doesn’t care about its customers. Always shipping late, often even weeks late (received my black friday order in 2025 haha so no pokemon gifts under the Xmas tree for my kids). And if you would consider placing pre-orders with them I would strongly recommend placing it elsewhere because you will NEVER receive anything on release and if you are really lucky your pre-orders are cut 95% (even products like 3 pack blisters which not a single other vendor has cut back on)! It’s pathetic and you basically provide games island with a loan for months at 0% interest. Several solutions would be possible but none are offered, just a lot of bla bla from customer support that doesn’t buy you anything. I will probably never order with games island again and strongly advice anyone who is considering it to think twice.
1 February 2025
Unprompted review
Reply from Games Island
Hi Patrick,
thank you for your feedback.
I'm really sorry to hear about your experience and understand your frustration regarding the delayed shipments and issues with pre-orders. We truly value your loyalty and it's disappointing to know we have let you down.
Our goal is always to ensure our customers receive their orders promptly, especially during important times like the holidays. The shipping delays and the handling of your Black Friday order fall short of the standards we strive to maintain. Additionally, we know how crucial timely deliveries are for pre-orders, and it's unfortunate that we failed to meet your expectations.
Regarding the pre-order cuts, we, like many other retailers, have been affected by supplier limitations which have unfortunately impacted our ability to fulfill orders fully. We understand how frustrating this is and we are continuously working on solutions to mitigate these issues.
Please feel free to reach out to our customer service team directly via support@games-island.de for further assistance or to discuss this matter in more detail. We would appreciate the opportunity to make things right where we can.
Many thanks for your patience and for sharing your concerns.
Best Wishes,
Annika
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