Reviews Analysed
21
We Collect & Analyse Reviews
Base.com
Experiences & Reviews
Reviews refer to Base.com (also referenced as Hit/Hit.co.uk) as a UK online retailer of video games and films. Customer comments describe pre-orders, discounts and a loyalty scheme, and indicate the site typically ships via Royal Mail. Reviews mention interactions with named support staff under current management.
Overview & Key Metrics
Positive Sentiment
81%
Latest Review
13d
Overall Rating
4.1
Our Analysis
🎯
Service quality
Many reviewers praise helpful staff and prompt problem-solving, yet a notable share report cancellations, delivery failures and inconsistent responsiveness.
Share
Mixed
24%
💰
Value for money
Customers frequently cite competitive pricing, regular discounts and good bargains for games and media; complaints about value are comparatively rare.
Share
Strong
10%
⚡
User experience
Site browsing and preorder fulfilment are often praised, but several reviewers report slow dispatches, unreliable third‑party tracking and missing wishlist features.
Share
Mixed
19%
🔧
Product quality
Most product notes describe items arriving new and well packaged; a few reviews report damaged items, region‑locked discs or altered content.
Share
Mixed
5%
📞
Communication
Many customers describe quick, clear email replies and proactive updates, while others report no responses, delayed notifications or poor messaging around dispatches.
Share
Mixed
16%
⭐
Overall experience
Overall impressions are positive for many (price, service and timely preorders), but several customers report negative experiences with delivery, cancellations and dispute handling.
Share
Mixed
25%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (December 2021 – September 2025).
In Hell [Blu-ray] [2021]
"Stupid and unwanted movies are irritating. For example, a Blu-ray movie I bought from this company called In Hell, but it is missing scenes from the original DVD version, and even has a different ending. Besides, the customer service is horrible. This movie was supposed to be region 2 and it was region locked. I think I got ripped off and the website is hard to get a hold of, can't find any email addresses and they don't update their facebook page. All I want is a refund because I didn’t get a movie worth my money. Refund me my hard earned cash now!!!"
DAISLINE
Collected.reviews
Dec 07, 2021
Featured for: Region-locked disc; refund complaint
Customer service done right
"Ordered a steelbook ps5 game, which was delivered on a friday by royal mail, who damaged the steelbook in transit(dropped something heavy across box l..."
Carl Bushby
Trustpilot
Sep 30, 2025
Featured for: Damaged item replaced promptly
Item went missing in the post and…
"Item went missing in the post and delivery was never updated and th..."
Liam M
Trustpilot
Sep 30, 2025
Featured for: Missing item; accused of stealing
Recommend for pre orders
"Have been pre ordering a lot of games with Hit recently and they've all been delivered on time. Plus they're the che..."
customer
Trustpilot
Sep 30, 2025
Featured for: Fast preorder delivery; good price
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
C
Carl Bushby
trustpilot.com
Sep 30, 2025
Customer service done right
Ordered a steelbook ps5 game, which was delivered on a friday by royal mail, who damaged the steelbook in transit(dropped something heavy across box l...
C
Cassie
trustpilot.com
Sep 30, 2025
Give them a chance !
My Amazon order got cancelled due to an issue, and then they were out of stock when reordered. So Hit seemed to be the only other shop selling Trails...
M
Matthew Wrigley
trustpilot.com
Sep 30, 2025
Great Bargains, Friendly Service
very easy to browse site, excellent prices and wonderful customer service. huge shoutout to Kevin who went out of his way to help me (even on a Bank H...
M
Mr. Scott Chittenden
trustpilot.com
Sep 30, 2025
Hugely dissatisfied and disappointed
Placed an order for a game, paid for Royal Mail track 24 postage, no dispatch notification or order preparation email. I emailed them asking when it w...
C
Chapman “Chappy”
trustpilot.com
Sep 30, 2025
This is the best customer service I've…
This is the best customer service I've experienced in the UK. My game order was delayed, and there were no tracking updates from Royal Mail. So, I con...
c
customer
trustpilot.com
Sep 30, 2025
Recommend for pre orders
Have been pre ordering a lot of games with Hit recently and they've all been delivered on time. Plus they're the che...
C
Christopher Taylor
trustpilot.com
Sep 30, 2025
Great company
Great company, game was delivered next day and sp...
A
AlexxVER
trustpilot.com
Sep 30, 2025
Another Royal Mail Fail
Competitively priced but insistent on using Royal Mail who constantly lose and delay orders. Try to support small busi...
C
Cody
trustpilot.com
Sep 30, 2025
I really wanted to support this website…
*Updated my review because of a detailed and quick email from a company I received. Understanding, clear information with history. Because my pre-orde...
E
El Hignetron
trustpilot.com
Sep 30, 2025
Brilliant experience
Great independent store with excellent cust...
C
Craig Robinson
trustpilot.com
Sep 30, 2025
Cancelled pre order with a Blatant lie
Ordered ninja gaiden black on ps5 and they cancelled my pre order today a few days before rele...
I
Imran Ali
trustpilot.com
Sep 30, 2025
Good 👍 great thanks
...
a
alex
trustpilot.com
Sep 30, 2025
This is only the second time I've…
This is only the second time I've usedthis website to buy games, not going to bother again... this time bought a game after release, takes forever to...
J
JAMES F
trustpilot.com
Sep 30, 2025
Great shopping experience.
Great experience, great cus...
J
Jahid Ahmed
trustpilot.com
Sep 30, 2025
Great company
Pre-ordered darksiders 2 for ps5 on 19th January dispatched on 23rd release date is 28 J...
B
Bintou
trustpilot.com
Sep 30, 2025
learning&skils solutions
I was a student at learning&skills College online course for functional skills maths course. The tutors are friendly.very helpful and supportive. I ca...
M
Mo
trustpilot.com
Sep 30, 2025
Huge collection
Hit has a huge collection of games both new and old with many discounts offered pretty much all the time. The games are brand new, package...
G
Gemma Collins
trustpilot.com
Sep 30, 2025
Great first impression under new management.
This was my first experience in ordering with Hit.co.uk under its new management. I'd been an avid buyer from both the previous Hit and Base.com (even...
L
Liam M
trustpilot.com
Sep 30, 2025
Item went missing in the post and…
Item went missing in the post and delivery was never updated and th...
M
MarkRM
trustpilot.com
Sep 30, 2025
I’ve been using Hit for a long time in…
I’ve been using Hit for a long time in both the Base era, and prior management. Consistently offering competitive pricing, reliable delivery for preor...
Conclusion
Reviews show Base.com (referenced as Hit in many comments) is widely used by shoppers seeking competitive prices and a large games catalogue. Many customers praise helpful support staff and quick resolution for damaged items or order issues. Recurrent problems relate to Royal Mail delivery delays, missing tracking updates and occasional cancelled pre‑orders, so buyers prioritising guaranteed delivery times should consider tracked options. If you value low prices and responsive customer service, the retailer has strong examples of good support, but keep records and choose tracked postage for higher‑risk orders.