Pokemoncenter Reviews 

Just awful. Blocks every device I own. No abuse, no botting. No recourse. Avoid!

Terrible shocking service. I am sure the products are fine but I ordered 2 items and they only sent one. Took multiple emails and expectations from the company that I send pictures of what arrived and the order documents, despite them having the order number. I just wanted them to send the item I had paid for. I had to contact them over and over. In the end they lied and said it was no longer in stock. Telling me returning my payment was a courtesy ! What a rotten way to treat people. The item was a Christmas gift that I had ordered in plenty of time. Customer service rep trying to gaslight me.

Sent me broken toys for my child’s Christmas present and refused to refund. Awful company with terrible customer service

AWFUL customer service. Item never arrived, can’t contact anyone at all at Pokemon Centre. Use their online portal and get useless automated response. 12 year old didn’t get key part of Christmas present and I’m money down with no sign of a refund! DO NOT USE.

I've contacted them three times regarding a missing item from my order and I've received automated emails saying that it could be due to 'split delivery or partial cancellation' and if it isn't, please contact them again. It's neither of these things but whenever I contact them again saying this, I receive the same automated email. I'm going to have to file for a charge back through my bank to get my money back. This was a Christmas gift for someone pretty tricky to buy for, and now it's out of stock, so very frustrating. Genuinely shocking customer support, I wish I'd come to trust pilot before placing an order, and I will be shopping with the Pokémon centre again.

I placed an order using PayPal and it was only when the order confirmed that it displayed my address as my old address. I couldn't change this on PayPal as the transaction was still pending, so immediately contacted Pokémon Center. I was told they won't change the address and I'd have to go through the courier, however as it had literally just happened, the order hadn't been shipped yet, meaning I had no tracking number. They also won't tell you if it's DPD or Royal Mail they will use, just that they use both. There website states that DPD don't allow address changes, so I went back to Pokémon Center and told them to just cancel my order. I was told no, they don't cancel orders, but I can just return it when it arrives, despite knowing it's my old address! My old address is at the other end of the country! honestly would have expected so much better from such a huge, international business.

If Greystar and other large companies are being investigated and sued for market manipulation, so should Pokémon. It’s VERY, VERY obvious they’ve become aware of their market virility and are now manipulating the stock and market with their supply companies like MJ Holdings. The fact that everything, and I mean EVERYTHING, is constantly out of stock and being bought out by bots, which are easily passed by ACTUALLY securing your site and proactively stocking, but nah,$75 packs are way better for them because bots buying everything up means it’s shipped at once. It takes less work to ship and box it up for that one scalper rather than 19k honest buyers. I’ve stopped trying to collect, and if I can find stuff for my son, I buy it, but I don’t even bother to look anymore because it’s so incredibly obvious what’s going on. And what makes things far worse is you have a ton of Pokémon stands defending the company, saying this isn’t happening. Losers defending an even bigger loser, basically.

I have never experienced such bad customer support in my whole life. Iv spent £300+ and Royal Mail made a mistake and my parcel was stolen. I contact Royal Mail who agreed and took responsibility for the loss (the parcel was redirected 2 days prior to delivery to a post office for me to collect but they left it on my doorstep), but me as the purchaser cannot claim back from Royal Mail. So I have sent repeated tickets to Pokemon Center uk, as the chat is not available, they just completely refuse to help me and close the ticket completely. Even though I have a case number with Royal Mail so that they can claim the refund off them. I have literally done all of the work and they still refuse to help me. They are just closing tickets that I create now. There is no complaints procedure, no one to talk to. How do I get my money back. I never received my items. I’m lost and upset and very much out of pocket. I will be reporting them to trading standards. If I could give them 0 stars I would. Horrible people ruining my love for the game/hobby.

Extremely Poor Customer service . Pokémon center sent me an incorrect item instead of the much more expensive item ordered . It was obvious this was their mistake as the packaging was reflecting the tiny size of the incorrect item amd the dispatch form showed the item I paid more for .
Despite this it’s been two weeks of automated agent responses and zero resolutions or refund . Beware of dealing with this company . They are great until you have an issue then they really treat their customers with slow excruciating contempt and long drawn out service. Very poor .

Edit: im more disgusted now, they make product scarce then mix an etb with the worst product possible so they can sell off their garbage merch, the double the size of a plush to make the promo cards much harder to buy and ensure they make all of the money. Everyone stop buying anythjng other than drops pokemon center.com is absolute shite. These are by far the worst of the worst. Ive quit playing pokemon and collecting, and i ask that all of you join me. Do not by from these vultures or the scalper pieces of crap. Let them lose money, the pokemon games are absolute dog crap as of the last few years and the cards have been trash for years now, i hopebi inspire you to join me, lets move on to a much better game. I was stuck in a queue. Im american and i was in this trash country u.k queue due to american pokemon cwnters retardation and failure.

Absolutely appalling. I ordered a plush and didn’t receive the email confirmation. I tried chasing it up but it turns out my phone auto changed the email to one I can no longer access. They refuse to help me at all. Upon repeated emails where I sent them not only the screenshot of the order number I took, my driving licence as photo ID, and proof I owned the email address originally they will not help. They keep telling me they cannot prove I made the order unless I email them on said email address - despite my explaining and all Id I sent is in the exact name and address on the order - and other companies accept errors and have ways around these things. They haven’t even responded to me for days now asking them why my ID etc isn’t enough yet they were more than happy to tell me the email address it was sent from with the ID I gave them which is arguably a data protection leak if they don’t believe I am the owner yet gave it to me still. They now refuse to engage and talk and respond. They have taken the money for my order and they refuse to tell me if it has even been shipped okay and refuse to engage. There is zero support and honestly the whole thing seems like a scam with zero care to help the customer

Unable to get online and buy anything - wouldn’t let me in, then conveniently, once everything SOLD OUT I could. Absolutely disgusting and disgraceful behaviour.

Awful website. When they drop a new release, it kept thinking phone was a bot.
I queued for 1.5 hours, got to front of queue to access the website for the Pokemon pre order and it gave me error 17 code. Happened off my phone and then my laptop, I have no vpn no issues on the little list that pops up as it’s not letting you in, you click refresh a few times, bang. “Error 17”. Says I’ve been detected by their site security. Awful!!

I can write a book here, but I wont.
Just go to reddit > pokemoncenter and you will see. Can't preorder, qeue its a joke, and even if you are in when something new is drop you will get errors, or sending wrong items or just cancel your order.
Joke company...

Awful customer service. Never responds.
Anti-consumer practice when there's a shipping problem.
FAQ says to just re-order if your parcel is returned to sender by courier. Have fun with that when all items go OOS immediately.

Refuses to change an incorrect address on my order (asked to change within minutes of ordering) --- refuses to cancel my order.

Says I can get a refund by return of my order, how the heck can I return an order I'm not going to receive?

Idiots

Think website is ridiculous when something new releases comes out. You have to wait in a queue even if your not wanting the new releases, finally get to Pokémon centre page to be oops something went wrong. Try again so you press try again nothing happens so you press it again a couple more times thinking page isn't responding and your IP gets blocked. Wait in queue for nothing. I guess will have to look on eBay and pay double the price as Pokémon centre doesn't want customers.

This is the first time I have ordered something from Pokemon Center UK and it will definitely be the last. I pre-ordered Pokemon Legends Z-A back in June 2025, and received an email confirmation shortly after. Fast forward to October and I still hadn't received the order two days after the game was released. I checked my emails (and spam folder) and there was nothing, so I went onto their website with my order number to try and find out why it hadn't been dispatched yet.

When I checked, it turns out the order had been dispatched and 'delivered' already. The Royal Mail proof of delivery photo was of an area I hadn't never seen before (it didn't match anything in my street or wider area), so I contacted Pokemon Center UK twice on the Friday 17th October to try and figure out what happened, why I hadn't received any dispatch notifications and where was my item.

As of today, 28th October, I still haven't been replied to by Pokemon Center UK. I spoke to Royal Mail who confirmed they delivered my item to the wrong address (instead of 139 my street, they delivered it to a house number 139 two miles down the road!), and I eventually got my order, but the complete silence from Pokemon Center UK is shocking! Their contact us page claims to have 24/7 chat functionality, but no chat box appears when I go to the page and there's no way to click a link to get to the chat, so the email option is the only way to contact them, but considering they still haven't acknowledged my two messages nearly two weeks later, it doesn't appear like they monitor it.

All of this because they didn't send me a dispatch email. Avoid this company - you might eventually get your orders, but if anything goes wrong, you're on your own!

I preordered Pokemon Legends Z-A for my son to include the free plushie. The plushie came, but the game didn’t! The weight of the packaging when it was shipped proves the game box was never in the packaging to begin with and I have contacted customer support about this, but no one has responded—it’s been four days. No communication at all from them so I feel I have been scammed out of £49.99!

Too hard to get any products at all, it's a mess!