Dark Sphere (Shepherds Bush)

I’ve purchased multiple times from Dark Sphere since moving to the UK, but this experience has made me reconsider shopping here. I preordered several precons and packs that were marked as delivered but left unattended on my small front lawn, where a neighbor witnessed them being stolen along with other parcels. I never authorized the parcel to be left there. I opened a support ticket and received a response within an hour, but instead of addressing what I’d explained, I was told to check around my bins and the ticket was immediately closed. I replied by email as instructed but my response never appeared because the ticket had already been closed. I reopened it, followed up multiple times, then opened a second ticket with screenshots referencing the first. Days later, I’ve still received no response. I understand delivery issues can happen, but how this has been handled is extremely disappointing. From my understanding of the Consumer Rights Act 2015, if a parcel is left somewhere without the customer’s authorization and is stolen before they take possession, the retailer remains responsible. Rather than discussing that, my attempts to contact customer service have simply gone unanswered. The products weren’t inexpensive, and the lack of communication has been the biggest issue. I still have another preorder with Dark Sphere, but based on this experience I’m seriously considering canceling it. I hope someone from the team sees this and reaches out so we can resolve the situation.

Very large and amazing selection of Warhammer. Amazing atmosphere, really friendly community. Even ended up watching a couple games. They also have a solid collection of Gunpla. The staff member I interacted with was amazing and extremely helpful, engaged in conversation about recommending kits. However after I spent time browsing and decided on what I wanted, the cashier I interacted with wasn't a negative interaction but it also wasn't positive either. But overall amazing place, I'll be back again soon.

Came in today and purchased a few packs. English and Korean. I’m surprised by a lot of the negative reviews - I found the purchase experience so brilliant. I was served by a young lady of Asian origin and she was super helpful and explained the different packs to me. Will defo be back. Also I felt the prices were fair. Pokemon cards are a scarce product but chaos rising was only £4.39 which was very reasonable. Only negative is the store can feel like a bit of a sauna but it’s underground and this is expected. I’ll defo be back.

Came in earlier today with my son since he is hugely into Pokémon I didn't really have much of an idea about the hobby as a mum, but the staff was really helpful. I was served by Adnan and he was nice enough to explain the entire hobby to me and was very patient with me and my son. And thanks to him I can now be a part of the hobby with my kid :D I couldn't recommend this place enough for kids, it's a lovely vibe all over the store and they're really friendly towards kids and even handed my son a few free cards to add to his collection. Overall was a great experience and will definitely be looking to come here on a weekly basis!!

I'm from a world where I didn't know Dark Sphere existed until this morning. I have spent the day with my son exploring Gundam stockists throughout London. Most points of the compass if truth be told. We live a little way out and this kind of day is an expedition for us. The last stop was Dark Sphere and what a magical place it is and we will definitely be back. The store assistant (name I didn't get) was the most informed card game enthusiast I've met. He knew the shop calendar and events inside out, made us feel at ease and gave us super information and advice and if the place wasn't filled with a million other geeks like us, we would have spent more time in the place. Every card game and figurine set catered for. Loads of stock and great range too. We will be back!