PlayStation® Direct  Reviews 2,096

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.

My package arrived on time inspire of a mix up with the delivery experience

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.

Promised delivery in 2 days, received in 3 weeks, ruining my child's' Christmas. Spent 3 hours trying to get through to customer service on chat and on phone. When I eventually spoke to someone they were unhelpful, said I would get a response in 2 days, then rudely cut me off. I still haven't had a response 2 weeks later. Horrendous customer service and I will never buy from PlayStation direct again.
Update: Since posting this review I have received an email from Sony threatening my networks access. This is an obvious attempt at intimidation by their customer service representative.

Id give 0 if it was an option. Accidentally purchased a game and asked for a refund but have been refused. £70 down the drain for a game that eill NEVER get played. Disgusting.

They mess you about. No customer care whatsoever.

The ordering process was smooth and easy. Delivery was also amazing.

PS5 did not arrive even though tracker update on both the PS website and UPS website says it was delivered. Claim was filed with UPS and I'm requesting PlayStation company (Sony) to investigate internally as well and either provide full refund or reattempt delivery.

On 13th December 2025 I ordered a PlayStation 5 from PlayStation direct and it was the beginning of a NIGHTMARE BEFORE CHRISTMAS. I genuinely thought I was onto a winning deal by ordering directly from PlayStation and combining it with a TopCashback offer. Everything looked perfect - the PS5 was out for delivery, tracking updates were normal and it seemed like everything was going to plan.

Then, completely out of nowhere, on 17th December 2025, DPD’s Tracking update said they would not deliver the parcel and were sending it back to PlayStation. No explanation, no warning - just a sudden reversal.

Because this was a very important Christmas present, I felt a real sense of urgency. I immediately started trying to find out what had gone wrong. I spent hours trying to reach DPD. When I finally got through, they couldn’t explain what happened, couldn’t deliver it, and simply said the parcel was “somehow” already on its way back to PlayStation. They made it clear that the delivery contract is between PlayStation and DPD - I was just a third party. Their advice was blunt: take it up with PlayStation.

So I did — and this is where things got even worse.

It took three separate attempts before I finally reached a PlayStation chat agent. I was taking screenshots every 10 minutes because I could see the situation slipping away. At the same time, I was also in the phone queue — my third attempt there too - because I was desperate to speak to someone who could intervene or get a replacement sent out in time for Christmas.

When I finally reached an agent, I was initially reassured. They told me the parcel was just delayed and I would still receive it. But when I repeated what DPD had told me, the agent went back to “check the system” - and everything changed.

Suddenly, the message was:
“No, it’s coming back to PlayStation. Don’t worry, we’ll refund you within 5–8 business days once we get it back.”

That was it.
No attempt to help.
No escalation.
No recognition that this was a Christmas present.
No effort to send a replacement.
Just a virtual shrug and a refund sometime after Christmas.

PlayStation had a clear opportunity to put this right. They knew the delivery had failed. They knew the item was being returned. They could have sent a replacement immediately. They chose not to.

The final explanation I received was relayed to me by Paul from PlayStation - three days after the date he had promised to update me. In his email dated 24th December 2025, he stated: “Unfortunately due to the festive period there may be a delay in their response times and I will check back in with you on 29/12/2025 either way.” Despite this commitment, the update arrived 3 days late and consisted only of a vague reference to an “unforeseen operational error,” with no acknowledgement of the missed opportunity to resolve the situation, no meaningful redress, and no recognition of the time, stress and financial impact this caused.

My money was tied up for 8–10 business days, I lost my TopCashback benefit and I ended up with nothing. The only gesture offered was a 15% discount code, which doesn’t come close to addressing the failure.

My conclusion: It is not safe to buy from PlayStation Direct.

If anything goes wrong, you have no control, no protection, and no support. You’re stuck between DPD and PlayStation, neither of whom take responsibility. You can spend hours trying to fix the issue - as I did - and still be left with no product, no help and no recourse.

I expected far better from a brand of this size. Instead, I was left powerless, dismissed and without the Christmas gift I had planned so carefully. Most definitely my own nightmare before Christmas!