thamesandkosmos.co.uk Reviews 130

After purchasing a board game from the UK Games Expo, I found it was missing some components. I was unable to remember the retailer used, so contacted the missing parts email mentioned in the rules book.
I was contacted back by Nik, who, after confirming the missing components, sent them straight out. I received them in a couple of days and am now able to enjoy the game.
Thanks again to Nik.

Had a missing component and it couldn’t have been dealt with more speedily! Great company.

Our Adventures of Robin hood had a damaged piece. Without any fuss, we had a new one sent to us immediately. Very satisfied

Quick response, and received desired outcome.

I had a missing piece in my game.
Contact with the company, and delivery time were fantastic. I got all i needed very quick.

Customer service is great, very polite and respond fast

A great game but a few parts were missing. Contacted the support team and received the parts very quickly.

We absolutely love Exit: The Game! The challenges are always so entertaining. Every game feels unique and keeps us engaged from start to finish.

We did have an issue with one of the games, but Nik was incredibly helpful and sorted everything out quickly, which made the experience even better.

Fantastic customer service and brilliant games, highly recommend to anyone who enjoys puzzles and escape-room style challenges!

From my first call to Thames and Kosmos Nik was a great help at sorting my problem and was very friendly and this will be my first point of call if I require any other board game replacement parts. Thanks all the team. Pete

Excellent customer service, I had misplaced a couple of components from a Devir game.

Very swift and efficient response and I had the replacement parts in a few days

Great customer service. They sent me a replacement for a set of cards of one of their games as soon as it became available.

Have bought a copy of Orloj, which was missing 2 components. Upon contacting the team, I was immediately sent the pieces, which arrived in 2 days time. Absolutely top-shelf customer service.

Board game is great and customer service was top notch, contacted over missing piece and communication was great and dealt with fast.

I have bought many games over the years from Thames and Kosmos and have always been impressed by the quality of the games. Most recently I discovered that we had managed to lose a components in one of the games. When I enquired about a replacement, they were able to send it out promptly. Communication was excellent and the customer service was likewise excellent. They remain a company that I will always recommend.

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.