"Over the years I've ordered dozens of DVDs from Play.com without major problems. However, I recently received a faulty item (not the first time) and sent it back. I'm still waiting for the refund witch they're promised me twice already. I bought and received the item in January 2012 and I still haven't gotten the refund.

Their website is an absolute maze when it comes to sorting out problems, and they send you e-mail from unattended mailboxes, which complicates things enormously.

I'm never ordering anything from them again."

"Great for small physical products like DVDs. Have used them many times with no problems.
However, their digital download service isn't great. Had problems in 2009 where the files just couldn't be downloaded. Had to be refunded and I bought elsewhere instead. In 2012 thought I'd try them again and was surprised to have exactly the same problem again. Will not be using them for digital downloads again."

"I've ordered cloths from play.com and I'm very satisfied with their service.Good prices and free shipping.This was not the first time that I used play.com and will order again.
Thank you play.com"

"Very pleased.
Good prices and I recieve free delivery.
Regularly use this store and have only had 1 slight mishap; I ordered a product not in stock and I am still waiting for it (currently been 21 days since postage)."

"Very good prices, specialy to UK residents. Unfair currency conversion to euros, but still with good prices to the rest of European Union.
Ordered more than 80 items from Play.com, mostly DVDs, CDs and DVD-ROMs. Every single one arrived, except one that Play.com replaced by another copy after 21 days. Extremly reliable, very recommended."

"May weekend sale. Excellent prices. Bought myself a monitor. All was good.

24 hours later, I get an email saying that in order for the sale to go through I need to call customer services.

WTF?!

Okay, maybe it was an anti-fraud thing. I can understand that enough.

Called them up, was on the queue this bank holiday morning for 10 minutes. Talked to a lady, got my details straightened up, and I was advised that all is fine now.

Then the poo hit the fan. I was advised that "Congratulations, your order will be dispatched as soon as we have it in stock. It should not take more than a week. Delivery should take 3-5 business days."

Two weeks for an item? Selling something that was IN STOCK and then it isn't?

Poor, very poor. Well, they get away with it thanks to their prices. THEY GET AWAY WITH IT."

"I always used to shop from play but now realise what a poor system they're running. They seem to be cheap and easy until you run across any problems at which point they can't do anything because "The System won't allow them to." My first problem was with some Hip Pop Pets which I preordered in October. I was told that they would get to me by Christmas but unfortunately by the end of November it still hadn't updated. At the end of December the product now said the dreaded "awaiting stock." Three months later I cancelled my order and requested a refund. They never let me know what was wrong with the order even when I called up. What's more, if more than one item is purchased at a time they send each one indivdually packaged. The bags don't keep the items safe and are made out of a thick plastic material which is unrecyclable. Bring on global warming. For that and many other reasons, I will not be 'play'ing ever again."

"I used to think Play.com were fantastic, always delivering what I ordered usually within 3 days with no problems. However, when it comes to their customer service it's just plain awful. I tried ordering a PSP value pack over Christmas when it was stated as 'In stock' on their website. After making the order I checked my account the next day to find that they were 'Awaiting Stock'. I contacted them by email and was told there was nothing they could do. I noticed after a few weeks that the same pack was labelled as 'In stock' again, which I contacted them about, but still my order wasn't dispatched. After another week I chose to cancel my order. My most recent order consisted of an X-Arcade controller which was sent missing an Xbox adapter. I was told to send the whole lot back for an exchange (this is a big item). Play.com refuse to send out anything missing from an order separately and insist on everything going back, even though I was only missing a small adapter. I received my exchange - exactly the same problem again, no adapter. After several emails on my part (requesting them to check their stock to see if they actually contain Xbox adapters) and only receiving automated responses to send it all back again, I finally received a 'human' response. I was told nothing could be done - send it back again. I've totally lost faith in this company and would advise other people to stay clear. They appear faultless when you order something simple like a DVD, but should you require customer service...I wish you the best of luck."

"In the past year I have ordered 32 DVDs, CDs, Games, Books and Gadgets from Play.com of which each and every one has been received within 2-4 days in unmarked condition.
Perhaps the best proof of Play.com is that I have never had to contact their returns or customer servcie department for any reason. Their goods are always as described, payment is swift and delivery is free. You will also notice their prices.
As far as I can see Play.com are the cheapest online store around selling recorded media and with no delivery charge on top of the lowest prices it's hard to figure how they can be making much, if any, profit.
Overall, I wouldn't hesitate to recommend Play.com to anyone!"

"I've tried to place an order with this shop on-line but have been unable to do so due to their complaining that my credit card details can't be confirmed.
They have gone so far as to ask me to send them a copy of my bank statement, which I find unusual and suspicious since I have used the same credit card in other on-line stores and have never had any problems.

In the end I have asked them to cancel the order and to remove my credit card details from their records: 3 days later, they have not done either."

"This organisation is run by a bunch of incompetents who can't stick to their own terms and conditions.
"

"I've ordered several dozen DVDs or games from Play.com and I'm very satisfied with them. The only negative comment that I have about them is about their webpage, which is slightly non-compliant with the HTML standard. Also, the customer service was a bit clumsy in handling the problem.

International characters in the account information seem to work correctly only for Internet Explorer. On two occasions after updating my information, the address comparison with the credit card company has failed due to this problem, and the orders haven't been processed until the problem was solved.

The first time this happened, the customer service corrected the problem when I emailed them. The second time, however, they said I'll have to call their customer service in order to get the problem fixed. Not wanting to call their expensive service number, the toll of which they did not tell me, I figured myself what the problem was and I've been using IE to update my information since then.

Two times I've ordered re-released Platinum games for PS2, and received the original (non-Platinum version) instead. The games were not wrapped in plastic, and the other was scratched and dusty, and clearly appeared to be used. This was a bit suspicious as I ordered a new game. I asked Play about it, and they offered to replace the game with the correct version if I wanted to. However, the original version contained extra material not included with the Platinum version, so I didn't take this as a negative thing.

Other than the mentioned incidents, everything has been dealt with very smoothly. I once received a faulty DVD, which they promptly replaced and refunded part of the cost of returning the faulty item (they refund up to 2 English Pounds). Delivery times have been quick, and so far they've been able to deliver every item that they say they have."