PlayStation® Direct  Reviews 

I had a weird problem with my two DualSense controllers where i couldn't factory rest them for some reason. It was a minor issue, but i thought maybe they could help me fix it. Apparently they cannot handle two controllers under the same repair order, so i ended up with two return shipping lables. Before i sent off the controllers, i called them to make sure there is nothing to be done remotely and whether it would be okay for me to send both controllers in one package, despite having two shipping labels, cause i only had on nice box that i was confident would keep them safe. The guy on the phone said i could simply ignore the second return shipping lable and send both using just the one. To make sure there wouldn't be any confusion, i put a note in the box with both repair order numbers.

Fast forward 2-3 weeks and i finally got my controller back, however i only got one of them. So i called support again and found out that it was not okay for me to send both controllers in one box, but they would have their "special team" look for my missing controller. Another two weeks pass and the special team finally get back to me, however all they had to say was that they couldn't find it and that it was my own fault. After this i quickly responded, explaining that i was obviously not satisfied with this solution, especially since i just did was they told me to do. But i quickly got another email that said the email was not being monitored, which i assume means they had immediately closed the case. So i had to call customer support again, who again told me to wait for the special team to contact me, but this time they just said that i have no proof of what i was told by customer support, and then they closed the case again...

I tried calling customer support once more, but no luck.

I find their handling of this situation extremely poor, and i am in disbelief that a company like Playstation would treat their customers with such little respect.

I purchased 2 dualsense edge stick modules, only one arrived in a massive box full of paper and one small package where there should be 2…I am livid, I’ve been waiting since Christmas to get the money to get two because my stick drift is bad.
Delivered by DPD that left my box downstairs outside, that’s a whole other matter.
Tried to contact Sony about the delivery and I get a chat that has no agents in there to sort it out, called the helpline and get, we will have to do an investigation and find out, I spend a few hundred pounds a month on games ect, thought I’d try Sony direct and save £2 /5 percent, plus free delivery, I have disabilities and can’t get out, I should have got someone to get them for me from another retailer like sports direct.

Good price
Fast delivery
Good experience

Thanks FedEx take care guys

Ordered a PS5 console and disc drive on 21st November 2025. Only the disc drive arrived on 24th November—the console’s DPD tracking never existed despite PlayStation issuing it.

Support was unresponsive, so I returned the disc drive since it was useless without the console. When they finally refunded the console on 22nd December, they inexplicably deducted £69.99 (the disc drive cost) from my refund. I was now out £69.99 with no products.

It’s now 27th January 2026—over two months later—and they still haven’t fixed this. I call weekly and get the same excuse: “it’s with the escalation team, we can’t do anything.”

PlayStation Direct sent me an incomplete order, failed basic arithmetic on my refund, and has effectively stolen £69.99 from me. Their support is useless and they clearly don’t care. Save yourself the nightmare and buy elsewhere.​​​​​​​​​​​​​​​​

I had an extremely bad experience with PlayStation Direct.

I purchased a PlayStation 5 as a Christmas gift. The product was delayed, and because of this delay I had to buy the same item elsewhere at a higher price at the last minute.

When the original order was finally delivered, I was not in London, so the parcel was returned to PlayStation Direct via DPD. The return was confirmed as received by them.

I was informed that the return would take up to 7 days for inspection (even though the box was never opened and the product was never seen by me), followed by 3–5 working days for the refund. It has now been over one month, and I still have not received my money.

There is no reachable customer service. There is no phone number, no live chat, and no real support. It is impossible to speak to a human being or get any clear update regarding the refund. I have no choice but to follow this up through my bank.

Based on my experience, I strongly advise others not to shop from PlayStation Direct.
Delayed deliveries, unresolved refunds, and completely inaccessible customer service

I have now escalated this issue through my bank due to the lack of response.

So originally I’d made a purchase, and the shipping was unexpectedly fast, and I was kept updated on the shipping status every step of the way which was nice. Unfortunately- I received the WRONG item. Contacting an actual representative was basically impossible despite many attempts which was extremely frustrating. However, navigating through forums I was able to schedule a return and had to mail the item back (the postage was payed for on their behalf at least). Shipping updates were again provided, and after 2-3 days they accepted My return and sent me My replacement. Shipping was even faster the second time around, and the product came nearly and professionally packed, in perfect condition just as described. All in all, very happy with My purchase (although it was a bit on the pricey side). Despite the high end price tag, the PS5 Chroma Pearl faceplates look absolutely stunning on My PlayStation.

Like others I’ve returned an PS5 Controller(unopened and in original box that it was delivered in) as was an unwanted Christmas present.

Still not refunded mr enough though they have had return since beginning of January.

Customer Service said my return would be escalated but that was a week ago and I’ve heard nothing.

Contacted PayPal for refund and it will be the last time I use PlayStation Direct to buy from.

Shipment was right, the tracking service given by UPS was poor

Simple effective on time not to much to hate or love

Perfect no worries

My son opened his Christmas gift PS5 on 29th December after we came back from holiday to find out there is power cable missing. I have reported it on 30th December to be told it will be solved within 4-5 working days unfortunately it didn't so I gave another call after to be told that my case was passed to wrong department that's why there is a delay in solving it. As of today 20th January replacement cable still not received after spending around 60min waiting over the phone yesterday I have been told that my request to get replacement cable is in place and cable will be dispatched soon whatever it means. When I have asked what about all this time when my son couldn't use his Christmas gift reply was sorry cable will be send soon nothing else what we can do. Worst customer service experience ever.

Faceless company ordered direct on 8/1/26 no delivery via DPD tried to contact PlayStation direct for up date, impossible. If I had known what O know now I would never of used this faceless company..NO CUSTOMER CARE! Avoid this once great company!! STILL NO CONSOLE! 😡

Received the PlayStation within 3 days of purchase. Absolute great job. Used Klarna for the purchase everything went quick and smooth no problems at all would be happy to give five star rating to PlayStation and Klarna for a job well done. Ordered on the 14th received on the 16th.

It was easy selecting what I wanted, a refurbished Dualsense Edge, and it arrived early. It was ordered late Friday night, processed on Monday, and I recieved it Tuesday morning. I was impressed by that, as I was expecting it around Friday at the earliest. As for the Edge, it was like brand new. Thank you Playstation!

Ordered a controller, it arrived damaged (ithe box looked like DPD had kicked it all the way to my property) so did the return with their courier, waited a few days then the 7 day return window for a refund, then started ringing them and that's where it started going wrong.

Made numerous phone calls, each time being told to wait more, with one person saying that the case had been escalated to "a team of experts", I asked what team and it took what felt like an hour on the phone for her to finally respond with "the back office" 23/12/2025 14:48).

Five weeks later, still waiting for a refund, have escalated to PayPal, won't order again too much work.

Very quick on shipping and the delivery driver she was so sweet and nice as can be , I’m very pleased

I guess the fact that nothing got f***** up was pretty great. But in seriousness though it seemed relatively fast and secure I got a tracking number it came a day earlier than they said it would.

Prompt and pleasant

Ordered Gran Turismo 7 for PS5 and when it was delivered, the disc was not secured in the plastic case and the plastic around this was partially opened. It also had a fingerprint on the disc. Would not recommend buying a game directly from PlayStation.