I’ve placed several orders with…
I’ve placed several orders with JugamosUna in the past, most of which were fine — but the last two have been deeply disappointing.
The first issue: I paid for an item that turned out to be out of stock. I only found out after several days, when they finally emailed me. I asked if they expected it back soon, but they said no. What really frustrated me wasn’t the stock issue — it was the painfully slow communication. Each reply took more than two working days, turning something that could’ve been resolved in a day into a week-long ordeal. I needed the game for a show, so I had to buy it elsewhere at a higher price.
The second issue: I ordered some sleeves and Magic: The Gathering packs. Several sleeves arrived damaged — one pack had sleeves that looked heat-fused, others were poorly cut and didn’t fit the cards properly. The Jumpstart boosters were also slightly bowed and missing their inner casing (I know some distributors skip it, but it still felt odd).
When I contacted customer service, it took over 48 hours for each reply. They asked for photos — I sent them (twice). Then, despite clearly explaining that the box had no external damage, they asked me to send photos of it anyway. It felt like they weren’t even reading my messages and were just following a script, trying to shift blame to the courier instead of taking responsibility.
I specifically said I didn’t want a refund, just a quick replacement, since I needed the items for volunteer work at a youth center, teaching kids board games and MTG — all at my own expense. After yet another two-day wait, they offered me an 8€ coupon eventh in case I wanted to replace them it would cost me around 13€.
By that point, I was exhausted. I didn’t even reply because I felt unheard and unappreciated. Their customer service is painfully slow, unresponsive, and makes you feel like your time doesn’t matter. I used to like this store, but after this, I’ll be buying elsewhere.