Imperial Games Limited — Local services in Exeter

I’m very disappointed with the service and lack of clear communication. I visited the store on a Tuesday to ask about a product release. Since there are two dates — pre-sale and official launch — I specifically asked which Friday stock would arrive. I was told “Friday,” which any reasonable customer would take to mean that same week, not the following one. That lack of clarity set the tone for the rest of the experience.

I placed a preorder and was assured delivery on release day. I even asked for tracking details so I could leave instructions for a safe place, ensuring I could still receive the item that day despite work commitments. If delivery was not going to happen on release day as promised, I should have been informed. Instead, no tracking came, and only after chasing the store myself was I told stock had only just arrived and wasn’t sent.

Because of this, I had to collect in person after work, despite arranging delivery for a reason. After the misinformation and wasted time, I was even asked to pay for a bag to take the item home. To make matters worse, I later received an inappropriate direct message referencing my Google username, which felt highly unprofessional.

As a collector, I’m fully aware of the difference between pre-sale and launch dates. My questions were clear, but I was misinformed, and no accountability was taken when things went wrong. This whole experience showed poor communication, misinformation, and unprofessional conduct. I won’t be returning, and I believe customer service here needs serious...

Absolutely shocking & vile service, would be 0 stars if I could. I purchased an item online, they cancelled my order 3 days later even though I had already paid for it. To then be met with absolute abuse about being deceptive because THEY listed the price wrong! I informed Steve of my poor mental health state and asked them not to be too harsh, yet more accusations came as I had “screen shot an image of the item” that I proved to them I had done in fact to send to my dad for the heads up to purchase and get his opinion on it. I also sent proof that I had screen shots of another order I made right before I made an order with them to show its something I do when I make an order! I have made contact with trading standards & citizens advise & ombudsman services this evening to report them over the way I was spoken to and treated. NOT ONCE did I ask for the item (THAT I HAD ALREADY PAID FOR AND WAS NOW WAITING FOR / HAD CONFIRMATION OF MY ORDER & TOOK MY MONEY) to be sent at the lower price, nor did I demand anything from them or that they honour the price. I in fact was willing to pay the difference so I could still get it along with my other items that I ordered. All I got was completely degraded by Steve via email. Basically calling me a liar and deceptive because they made a mistake and are trying to put the blame on me!...

I've been looking for a new store since my local indy unfortunately shut down. Found these guys via Google and thoroughly impressed.

The website is comprehensive and relatively easy to navigate. Couldn't find the opening hours but they're on Google so no biggie.

Store is a good size, nicely laid out, well located with decent transport and parking very nearby.

The membership scheme is so simple it's brilliant. Not like other places where you get 1 billionth of the value of the closest orbiting stars weight in feathers off every 3rd Sunday, as long as you promise your firstborn man child. Instead it's a one off membership fee for an extra 5% discount. Perfect!

Shop prices are competitive and comparable.

I ordered some items that weren't in stock. Delivery date and the updates were accurate and my stock arrived on time as promised.

The staff were friendly, even to a complete stranger like me. Some places can be quite cliquey, Not here, it's all good.

The Sunday opening hours seemed a bit strange at 1st, but then you realise they're open 75% of the rest of the week and that strangeness goes away. Everyone deserves some time off.

I...