thamesandkosmos.co.uk Reviews 

Great customer service, contacted them and Nik was so helpful when we had a small issue. All resolved and little one loves the robot. Would highly recommend this company

We lost ‘The File’ from one of our Exit games and I reached out to Customer Services. Within a day or two I received a very pleasant email saying a replacement would be put in the post. Only a day or so later the item duly arrived in a ‘do not bend’ envelope so the ‘File’ was in perfect condition. I was truly impressed by the service provided and would heartily recommend Thames and Kosmos to anyone considering their games.

Bought my first Exit game a while ago and have been waiting for the right evening to sit down and play it without distraction. Unfortunately, when the day finally came I opened the box only to find the decoder was missing. However, there was a QR code to get in touch and the system for requesting the missing piece was quick and easy to do. Really impressed by the customer support and follow up. Looking forward to receiving the piece and enjoying the game.

I’d contacted the company as we have lost the ball to the Dodo game via their website. Erin from the US responded and quickly passing my query through to someone within the UK team to help me get a replacement. There I emailed Nik and had helped post one out to us, all done within a few days - super efficient and friendly! Thanks!

Managed to spill some water on a friends game and damaged 3 cards. Sent a message that night asking if they had any replacements and received a response confirming that they could the following morning. Fantastic helpful company, many thanks again for sorting this Nik.

Purchased KAI in Japan for my child. We ran into an issue with the IC chip and contacted the support team through thamesandkosmos.co.uk. They kindly arranged to send us a replacement chip, and KAI started working again.
My child was very excited about KAI and kept asking me again and again whether the replacement part had arrived while we were waiting. When the chip finally arrived, we assembled KAI again and were able to get it working.

More than anything, I feel the whole process became a valuable learning experience for him. From contacting the company, waiting for the replacement part, and fixing the robot together, it showed him how problems can be solved step by step. I truly appreciate the effort the support team made to help us, especially considering the complexity of shipping parts internationally. Thank you very much for the wonderful support.

I contacted Kosmos to try to get a replacement English rule book for a game called Lacrimosa that I’ve had for a couple of years. I hadn’t played it for several months and when I opened the box the rules were missing! So the loss was purely my fault and nothing to do with the producer, distributor or retailer.
In spite of that, when they received my request for a replacement, via their on line form, I received a very prompt reply asking for a few details. Once I supplied those, Nik in customer services swung into action. I was informed they’d found a rule book, then an update that it was packed in a suitable envelope and on its way. I offered to cover costs and postage but Nik kindly said that would not be necessary!
So, I am absolutely delighted with the promptness, efficiency, good spirit and generosity of the level of service I have received.
The game was fairly expensive so losing the rule book was a major issue. The aesthetics and production quality of the game are amazing and the rule book is a significant element of that. Trying to play using a pdf download would ruin the immersive experience of playing this game.
So I am extremely grateful to the customer services team at Kosmos, and Nik in particular, for their outstanding level of support and service.

The customer service department were absolutely brilliant when it came to replacing a missing component in a game I recently purchased, and went above and beyond to help.

I can't thank them enough.

Excellent communication and resolved issues promptly. Can't praise their customer service enough.

Brilliant support; Nik was very kindly able to supply a rule book for a game purchased in another language. Amazing customer service - thank you!

Superb customer service from Nik, quick response and issue resolved straight away!

Kosmos Games were unbelievably helpful when I needed replacement parts. Friendly, quick to respond, and genuinely kind... fantastic customer service.

Played the Exit game the Dissappearance of Sherlock Holmes. Sadly we got have way through and realised we we missing a sheet. We emailed Kosmos and they sent out a replacement quickly. Annoying but quick service and now we can complete the game.

I never have experienced a company with such quality customer service. My son has one of their build kits and the motor failed due to Jim constantly pulling it apart. I emailed the company to explain and a wonderful person called Jane assisted me to order the correct parts to ensure he could keep playing. Thank you so much Jane

Impressed by the quality of the kit, but grandson lost a small part. The team responded by sending a replacement at no cost, so now we can get on with it! Excellent service!

I bought a Gecko Run marble game for each of our children, which are brilliant, but I could see the stickers would end up needing replacing in time. I emailed to ask if I can purchase spares and they sent three of the sticker packs that come with the game for free and were very quick to respond. Very much appreciated, thank you.

I recently purchased a board game manufactured by Kosmos.
I was very impressed with the overall quality of the game box, the board and the components for the price.
Sadly, tokens which were printed onto thick card had been printed off-set. Whilst this didn't affect the playing of the game it was clear that these tokens were not up to the standard of the rest of the components.
I emailed thamesandkosmos and attached a photo of the misprinted tokens. I received a reply apologising and confirming that replacement tokens would be posted to me. They arrived two days later - thanks, Nik!
For me, a company's customer service shows through most clearly in how they correct errors. No system is perfect, we all make mistakes, but it's how those imperfections are corrected which shows how much a company values its customers. My experience of dealing with thamesandkosmos has been great and I have no hesitation in giving them five stars.

My son received a robot construction kit for Christmas and accidentally broke a small piece, and was very sad about it. Brilliant company - I filled in a form online, received a friendly email back, and in a matter days I have received a replacement piece, for no charge. So lovely to encounter a company with this attitude and lovely staff! Thank you very much!

We really enjoy the Exit Games, it’s a great way to spend an hour or so solving puzzles together. When we discovered we were accidentally sent a duplicate clue sheet the support team were friendly and helpful in organising a replacement promptly. Great service.

I bought an Exit the Game and the decoder was missing. I emailed the company and they were very prompt in responding and sending me a decoder in the post, but just disappointing as we'd planned to play it with friends we were meeting on a particular day, and obviously couldn't as a key piece was missing - it seems from other reviews that this happens a lot ...