Store Playstation (store.playstation.com) has a 1.2 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is poor. 91% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
I have an existing complaint that is being handled poorly regarding an issue with my PSN wallet balance.
I recently added £360 to my PSN account with the intention of putting this towards the purchase of a PlayStation console. At no point during the top-up process, nor on any relevant pages, was it made clear that PSN wallet funds cannot be used to purchase hardware from the PlayStation Store.
Because this information was not communicated, I assumed the funds could be used toward a console. After discovering this restriction only after adding the funds, I had no choice but to purchase the console through a different retailer. As a result, I now have £360 stuck in my PSN wallet with no way to use it for the intended purpose.
This situation has left me out of pocket and ultimately resulted from a lack of clear and upfront information on your platform.
I am requesting that you provide a suitable resolution—whether that is a refund of the £360 wallet balance back to my original payment method or an alternative solution that allows me to use these funds toward hardware as originally intended.
I would appreciate your help in resolving this matter.
T
Trevor · 1 review · Experienced 2025-11-21 ·
★★★★★
dont like the digital store
dont like the digital store, too expensive and no way of buying 2nd hand games any more
⚠️ A Serious Warning About PlayStation Direct – Extremely Poor Return Handling
I am genuinely shocked by the level of incompetence and poor customer service I experienced with PlayStation Direct.
I returned my order the very next day, completely sealed and unopened, using the official prepaid return label they provided. Despite this, weeks later I was informed that the console “never arrived” and that it is still “active on their network” — an impossible claim, as I never opened the box, never used the device, and never connected anything to any network.
This response strongly suggests a serious internal failure, whether in their warehouse, their return processing system, or their logistics chain. Instead of taking responsibility or conducting a meaningful investigation, they simply closed my case and refused my refund.
This behaviour shows:
• A lack of accountability
• Poor handling of returned items
• A worrying level of disorganisation
• Disregard for customers who follow the rules
It is completely unacceptable for a company of this size and reputation.
My advice to PlayStation Direct:
Review your return procedures, train your staff properly, and take responsibility for mistakes within your own system. Customers should not be blamed for issues caused by your warehouse or your courier partners.
I will never order from PlayStation Direct again, and I strongly urge others to think twice before purchasing from them. This experience could easily cost you your time, your patience, and potentially your money.
M
Michael Stewart · 11 reviews · Experienced 2025-11-13 ·
★★★★★
Horrible Service, No Sense of Urgency
Playstation suspended my account due to an incorrect $16.23 chargeback from my bank, rendering my entire console completely useless. Not only could I not play any of the games on it, but even apps like YouTube, Plex, etc were inaccessable. When I reached out to their customer service line, they would not take a payment from me and required me to purchase voucher codes in order to have the suspension lifted, which would happen between 1 and 3 days after they reviewed the account once I submitted the vouchers.
When I confirmed with them that they suspended my account, denying access to all of my games and apps for $16, they quickly informed me they would no longer be able to assist me and ended the online chat.
In addition to that, their 2-factor authentication was sending the messages to an old phone number of mine, so once the account suspension was lifted, I had to spend an additional 30 minutes in another support chat to get them to cancel it.
These agents have no sense of urgency whatsoever and are very rude. If i didn't like their console so much, I would tell them to go screw themselves with their attitude.
$400 Headset, $350 Cable Repair — Complete Scam
I bought the PS VR2 for $500 last year, and the cable is fragile and non-replaceable. One bend or step on it, and it’s ruined. Sony charges $350 to fix it, which is more than half the cost of a brand-new headset. This is planned obsolescence and pure capitalist greed. A basic removable or reinforced cable would solve this, but no — they designed it to fail so we pay again. I’m reporting this to the BBB and making sure everyone knows how predatory this setup is.
K
Kratos · 15 reviews · Experienced 2025-10-27 ·
★★★★★
Absolutely rubbish
Absolutely rubbish, thieves, bought many years ago fallout 4 , far harbor, nuka world ,automatron and vault-tec on ps4 slim, downloaded on the console, had different email address but lost that one, so got new now, slim disc reader stop working,so bought ps4 pro, idiotic thing with those games is you have to be logged in to start the game with all downloaded extras you paid for!!! and to remember old password, nope, registered again new account as a completely new member, so old me can't login with old console to new account just created for PS4 pro, because can't login using "other"member account, which is bloody Myself!!!!!???? I just wanted to transfer s... I PAID for!!! from old console to a new one, but even if you paid and downloaded it doesn't stay in your library!!!absolutely moronic, it's complicated garbage!! Thieves. Because my new account didn't bought anything from their garbage store, I still have the same name and DOB!!
Y
Yannic · 1 review · Experienced 2025-10-27 ·
★★★★★
Terrible customer service.
Terrible customer service.
They only offer a Live Chat where you have to wait for at least 20 minutes to get a hold of a support agent who will tell you to try different troubleshooting steps and instead of waiting for you to complete those steps they simply close the chat which results in you having to get in queue again to wait for another support agent just to go through the whole thing again.
Hi there, I am very outraged to see the game 'Friday the 13TH' disappear off of my Playstation library, I have enjoyed this game thoroughly and payed money for this, I would like a refund for the game please as I bought the game for nothing as it has been taken off now and I'm sure you can understand my fury. Thank you in advance.
Inflation be hitting hard for real, even games on playstation now worth $70 each. I can afford it, but in my opinion that’s too much… Some really worth it though
M
Mazeraider · 1 review · Experienced 2025-09-30 ·
★★★★★
Probably the most useless and…
Probably the most useless and inconvenient customer support ever.
z
zed vex · 7 reviews · Experienced 2025-09-29 ·
★★★★★
Can't get any support
Can't get any support - website buggy and I think staff are just playing games in the background
A
Alan Smithee · 2 reviews · Experienced 2025-09-13 ·
★★★★★
I purchased DayZ from the PS store as…
I purchased DayZ from the PS store as there was no mention of a requirement to have a PS Plus account. After installing the game, in order to continue a PS Plus account is required. It is worth mentioning at this point that while this is a network game, it is free to connect using my steam deck or PC so it is not like Sony are maintaining the servers. The trouble started though after I discovered that I could not get a refund because I had downloaded the game (even though it was impossible for me to play it and I tried within a matter of hours) I will never buy anything from the PS Store ever again and would highly recommend that if you use a Playstation then stick to physical media; that way, at least you will be able to sell it on if it is not for you.
C
Connor · 29 reviews · Experienced 2025-09-26 ·
★★★★★
Selling scam games and refusing refunds
They're selling scam assets flip games then refusing a refund because you have the audacity to download and try it out (how else are you to know the game is a rip off?).
They dont want to refund me £10, thats fine, so long as they know I won't be wasting money on their store thanks to their ridiculous refund policy.
Back to xbox I go.
M
Matthew Foster · 8 reviews · Experienced 2025-09-26 ·
If I could rate it a 0 I would. Truly God-awful service. Sony is terrible when it comes to their trash customer support. I tried getting a refund for a dlc I purchased on a game that's known to be unstable but they denied it and they said I was lying. Like really? the game is known to be unstable. And not only that they CHANGED the DLC to the Main game. I don't know if the person I talked to was under the influence or something but I'm not trying to refund the main game. I'm trying to refund the DLC that I bought that came with the main game. Horrible Service and I do not recommend. It was terrible.
w
webbscott · 12 reviews · Experienced 2025-09-17 ·
★★★★★
Shocking
Absolute garbage refund policy, that has left me with no money. Purchased Antstream arcade last year, since my first purchase I sold my PlayStation and don’t have the piece of trash PlayStation 5 anymore.Today they have taken the yearly subscription.Ive just spent a hour with possibly the worst customer service I’ve ever experienced trying to get a refund for a transaction that they took out 2 hours ago. They won’t refund it.Sony you have a shocking refund policy-you’ve left me absolutely skint until next week. I will never ever purchase anything from this company again
Garbage!!
I had an issue with a purchase. I wanted to get dlc and did but see any option to purchase dlc directly. The dlc was included in the ultimate edition and advertised on the game homepage (of the game I already beat). Unfortunately the ultimate edition did not merge with the fame I already bought, so I was unable to play just the dlc, but had to replay the game from he beginning. I deleted the game immediately and asked for a refund.
The auto-system denied me, but said I might be eligible through other means. They do not have a phone number so you have to use their online chat, which has a terrible UI. I asked the service bot and was disconnected from the chat. I was 12 in line and could not refresh or leave the page without losing my spot (very difficult on mobile).
I answered several questions. Explained the situation. Asked for clarification and whether there was a way to merge the save files or get the dlc instead of the ultimate edition. Instead I got an auto response and was disconnected again.
Incredibly dehumanizing. It was one of the most infuriating experiences of my life. It was $4. It was not worth my time nor the service people's time for $4, but it's a game I was pushed into buying for lack of another option and will not play because it does not fit my needs.
Absolutely the worst customer service experience I've had in years. Built to be difficult. Built to dismiss you. Built with bad, unyielding policies. They did not listen and disconnected me before the conversation was finished or I even finished reading the chat.
Buy physical media. The ps store is evil.
F
Francis Jr Tolentino · 1 review · Experienced 2025-08-30 ·
★★★★★
Refund policy is a joke
Refund policy is a bust. An accidental purchase happened on my PlayStation account, and I reached out to support right away. Instead of helping, they just kept saying “sorry, nothing we can do” and sent me to their refund policy over and over.
Game has been released full of bugs with no announced update after 2 weeks. . Refund isn't an option due to online purchase.
Team builder is also not working properly.
Y
Yash G · 11 reviews · Experienced 2025-08-18 ·
★★★★★
Easy to use and filter games
The platform has been easy to use, and the collection is brilliant. There are sales all the time, but it can take a lot of tapping to find a few simple things.
Overall it is build quite good.
