PlayStation® Direct  Reviews 

Very difficult to purchase my PS5 Pro due to extraordinary high demand. I had to use a third party app to notify me of availability, which is not ideal. Once I found some availability through Playstation Direct, the ordering process was great!

After my first package not getting delivered proper via fed ex I’m glad they resent package and I was able to get another shipped out within a few business days

Ordering was simple. Delivery was a nightmare through UPS. They kept trying to deliver outside of the window given. Naturally no one was there to sign for it. Called UPS & used app to try & change delivery or pick it up. Couldn't pick up due to shipper restrictions. App was not functioning properly so couldn't change delivery. Talked with 2 car's at UPS, also couldn't do anything to help. Finally, on the last delivery attempt, they delivered within the window & I got my PS5. I won't order this way again unless absolutely necessary & with full expectation that shipping will be a cluster!

My order of the Lego Astro bot arrived, unlike for other people, however mine actually arrived empty. The shipping box was badly damaged and the contents of the Lego box inside were gone, only the instructions and stickers remained.

I immediately raised a ticket on Monday the 5th and was told to sit tight and they’ll send me a replacement, I followed up on the 7th and was told the team are working on it… working on what exactly? That wasn’t made clear. Today the 9th I was told nothing can be done go back to the website and get a refund…

This was pretty awful, I’ve now missed out on a Lego set I have been looking forward to for quite a while and I’m now left at the mercy of the reseller market, pathetic!

To make things worse, the chat function on the website, which you have to use, is borderline useless. The AI seems pretty clever but then gets into a rut and does nothing to help, it eventually connects you to a real person (quickest it did this was 15 minutes and slowest was about 55) they don’t even help you, they raise a case and end the chat and when you try to speak to someone again the AI keeps saying “sorry we missed you” and “there’s no agents try again during our operating hours”. To top this off today I got the same person 5 times, Emma, they were useless, created multiple tickets and the 5th time when I was contacting about a refund just ended the chat when I said “hi again Emma”…when I raised a complaint about her with Pedro he then put me through to Emma who, you guessed it, ended the chat straight away.

Item delivered to wrong address. Customer services didn't help when I tried to tell them they had the wrong address (address polled different to one selected on site, missing business name) . Told me to contact DPD. DPD said to contact Sony. Now the package has been delivered somewhere within the postcode. Photo from DPD is just a black screen. Not a good experience at all.

Purchased Lego Astrobot at 00:01 as soon as it went live. Got order confirmation. Days later I got an email saying my order has been delayed. Today I get an email saying my order has been cancelled. There was still stock of this item at midday after I ordered, I was one of the first few to pre order. Spoke to several customer service representatives earlier for PS direct, they just kept saying sorry for the inconvenience. Nothing they can do. Warehouse has no more stock. They can't give goodwill either. Astrobot will always be a special game to me and my daughter as it's the first game we played together, she's 6 now. This was for us. I could have purchased the Lego PS1 and astrobot from Lego but decided to just get astrobot for now due to money constraints. What a terrible mistake. Congratulations PS for sending out multiple astrobots to other people who are now selling them at twice the price, I will never place an order with you again.

Not even worth one star. I ordered a limited edition item early on release day when they had plenty of stock. They sat on my order for 7 days before they emailed to say they couldn’t fulfil my order.

I saw online that people placed orders 12 hours after I did and they got the item in a couple of days.

There was no apology on the email, I spent 15 minutes trying to find contact information for them and when I finally got through they said I wasn’t the only one, they were aware of the issue but won’t be doing anything about it.

I will never buy anything from PlayStation Direct again.

Ordered a LEGO Astro Bot earlier this week. Received an email to say that the item was delayed with a refund for delivery, only for the order to be cancelled and refunded a day later as they couldn’t fulfil the order. No explanation as to why they had listed the item on their website with a stock amount they couldn’t fulfil and now too late to look for the item elsewhere. Really poor.

Worst customer service I have ever experienced, can’t cancel order and now I have received it I can’t return it. Order number not recognised and can’t speak to anyone at all! It’s crazy.

Trapped by an archaic refund policy. Zero respect for consumers. I bought a game, launched it for literally a few minutes, immediately realized it was a huge mistake, and PlayStation refused to give me a refund. Every other major gaming platform in 2026—Steam, Xbox, Epic—allows players to return a game if they’ve played for under two hours and aren't satisfied. PlayStation, on the other hand, operates with a predatory, outdated policy: the moment you hit "download" or launch the game for 60 seconds, your money is hostage. You provide no free trial, no grace period, and no remorse protection for honest purchasing mistakes. It feels like a quick cash grab that completely ignores customer retention and loyalty. I deeply regret buying this game, and even more so, I regret relying on a digital storefront that treats its customers this way. Fix your refund system and start respecting the people who support your brand.

Honestly, I would give them -500 stars if I could!! I went on this stupid website. I tried to pre-order GTA six controller. I put it in my cart went to check out, putting all my information when I click buy it came up with some kind of funny message saying my transaction didn’t go through, but they charged me anyway!! so obviously I got to call somebody right wrong. Good luck trying to get a hold of anybody or anyone that you can understand some guy mumble mumble and I couldn’t understand them when I asked for his manager just hang up on me. I’m so mad. I can’t say what I wanna do on here but the last thing I’ll ever do is buy another PlayStation product and I’ve had every PlayStation since PS1. I will not be getting a PS six because of this.

I have now been waiting three and a half weeks for PlayStation Customer Support to respond to my complaint.

I contacted PlayStation on the same day I purchased a game because the game was not working. I was told by PlayStation's AI support that my issue would be urgently referred to a live customer service agent and that my complaint would be dealt with. However, 3.5 weeks later, I have still received no response.

I also tried to resolve the matter by telephone three separate times. On each occasion, I waited on hold for more than an hour, only for the call to be disconnected by PlayStation before my issue was resolved. From my experience, this has made it extremely difficult to obtain any meaningful customer support.

I requested a refund because the game I purchased was not working, and I reported the problem on Day 1 of the purchase. I have not used the game because it does not work.

As I was unable to obtain a response from PlayStation despite contacting customer support repeatedly, I ultimately initiated a chargeback through my card provider. Following this, my PlayStation account was suspended.

I dispute the basis for the suspension and consider that PlayStation should have properly investigated and resolved my complaint before taking this action. I understand that UK consumer law provides protections where digital content is faulty or does not conform to the contract, including remedies under the Consumer Rights Act 2015. I also understand that the Consumer Contracts Regulations 2013 provide a 14-day cancellation right.

My main complaint is therefore not simply that my refund request has been refused; it is that I have been unable to get PlayStation to properly investigate the problem or provide a meaningful response despite contacting them on the day of purchase and subsequently making repeated attempts to resolve the matter.

I would strongly encourage PlayStation to review this case, restore access to my account, and properly investigate the faulty game and my refund request.

Awful experience. Placed a pre-order for a PS5 controller with the expectation it would be delivered on release day. Not only was it late, it arrived severely damaged. When I contacted customer services to explain the issue, they claimed to not be able to offer any kind of compensation for the issue & when pressed further, claimed not to have a complaints process, to allow me to get it resolved to my satisfaction. Based on this experience, why would I ever again go direct to PlayStation, when they can't resolve a simple damaged in transit issue & breach my consumer rights in the process. They are quick enough to take payment but slow when processing refunds. Avoid & go elsewhere for PlayStation hardware

Absolutely abysmal delivery from UPS, they registered 4!!! days of nobody being at home to collect the package. While in reality 3 out of those 4 days there was somebody home but they never even took the time to actually try and deliver it and just said nobody was home.
And to top it off when it did finally arrived today after being in contact with PlayStation it came in a bigger box all loose without any padding and the outside of the box is all messed up now and not in pristine condition which i really value as a collector.
So now i have both Wolverine controllers but the silver one looks like a second hand product that i bought at a yard sale instead of the full price at PlayStation!

Very happy that PlayStation offers the separate drive for my PS5 Pro at a very good price and an additional 5% discount because of my PlayStation Plus subscription.

I ordered a controller as a birthday present. The package arrived damaged and in a disappointing condition for a present. It took several attempts to actually speak with someone about how unhappy I was and the information provided was not helpful. PlayStation are always encouraging people to buy directly through them but when people do, their items arrived damaged.

! My order was delayed by 2 weeks. When I call the customer service, they were not able to provide visibility of the ship date, cancellation process. They were not even aware when my order get shipped…

I just tried PlayStation® Direct, and I was really disappointed. The website was slow, and the only game they had was a boring one that I already own. No discounts, no surprises-just a waste of time. I expected more, especially since it’s a big name like PlayStation. Maybe next time I’ll try something else.

I actually have to say it or write it the item came perfectly packaged no damage In The corners or anything how its supposed to be i almost didn't want to open it gorgeous console well packaged and they choose ups when other carriers do it the corners are f up I don't do reviews but I want them to keep doing an excellent work