4.5
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
Excellent service again by Coolshop.
Ordered the LEGO Red Phone Box set.
Easy to navigate the website and find what I wanted.
Smooth checkout experience.
6 day delivery from Denmark (which was expected).
Item arrived well packaged with no damage to the interior box.
An easy ordering process and good value for money. Excellent branded product, but a poor delivery process by FedEx mostly and Royal Mail.
Five e-mails with automated responses not providing the 12 digit code for tracking. FedEx provided an unusable 21 digit code and kept asking me for the “correct” code.
The service from this shop is brilliant quick ordering and quick delivery. Keeping me up to date from start to finish with my order. Great place and always have what I need. Great service ☆☆☆☆☆
I will be honest I was a little concerned after I first ordered when going through the reviews. However I had no need to be!
The delivery was much quicker than they suggested. Genuine quality items in perfect condition. No problems whatsoever. I would definitely order from them again. Thank you coolshop !!
Written by the company
"Why should games be so expensive?" "We must be able to sell video games cheaper"
From these two original thoughts came the main desire to form Coolshop back in 2003. This was to become the foundation for what is Denmark's largest and now one of Europe’s fasting growing online video game and accessories stores.
Mark one of the co-founders said “if we are big enough, then we can buy in such large quantities that we can skip over several links in the supply chain, thereby achieving significant savings”. Mark was of course right in letting this idea form the backbone of the business. So, since this day we have formed and built on the philosophy, we choose to call The Magic Five Points:
“We would be best on price, service, information, security and selection.” It was therefore natural to choose the Internet as a platform to sell games as this allowed us to offer our lower prices to a much larger and wider audience. Indeed, Coolshop holds over 200,000 games which are ready to dispatch the same day they are ordered.
The Internet has also given us the opportunity to provide more detailed information on our products. From the outset we decided to offer trailers and videos across the entire product range to enhance the shopping experience. We wanted to make shopping with Coolshop easy, fun and informative – most importantly we didn’t just want the experience to be like reading the back of a box in a shop!
Two of the Magic Five Points are service and security. How could we give the user the same comfort as in a normal shop where an assistant is always nearby to lend assistance? Normally it can take days to get the answer to an inquiry via e-mail. The answer was chatting directly with an employee without delay or queue; so we introduced our Live Chat Service. We have built a professional and friendly support team chatting every week with thousands of customers. With a large database of happy customers to back this up - this really is something which has proved to be a great success!To this date we have reached over 2,700,000 customers and now operate stores in Denmark, United Kingdom, Germany, Norway, Finland, Sweden, Netherlands, and Iceland.
"It's great that so many people have taken to our website and the philosophy for which it as been built - we will continue to build on the Magic Five and the success that is Coolshop”
Jacob Risgaard, Coolshop
FREE SHIPPING and GREAT PRICES
Written by the company
Buy today - Receive even tomorrow!
Loftbrovej 28-30, 9400 , Nørresundby, Denmark
4.5
182K reviews
Replied to 99% of negative reviews
Typically replies within 48 hours
Date of experience: May 09, 2025
Reply from Coolshop
Hello Teresa,
Thank you so much for your review!
We’re happy to hear that the delivery was super fast – just the way it should be.
We appreciate your support and hope to see you again soon!
Best regards,
Coolshop Trustpilot Team
I only looked for movies and your 4k movies seemed expensive to most
Date of experience: May 10, 2025
Reply from Coolshop
Thank you for your feedback.
We’re sorry to hear that you found our 4K movie prices to be higher than expected. We always aim to offer competitive prices, but they can vary depending on licensing, availability, and supplier costs.
That said, we’re constantly reviewing our pricing, and we appreciate your input. We hope to welcome you back again in the future, maybe during one of our campaigns or sales!
Kind regards,
Jeppe
Coolshop Support
The service from this shop is brilliant quick ordering and quick delivery. Keeping me up to date from start to finish with my order. Great place and always have what I need. Great service ☆☆☆☆☆
Date of experience: May 10, 2025
Reply from Coolshop
Hi Carol,
Thank you so much for your amazing review! We’re thrilled to hear that you’ve had such a positive experience with us. We strive to provide quick service and keep our customers informed throughout the process, so it’s great to know that you felt well taken care of.
We look forward to serving you again soon! 😊
Best regards,
Coolshop
Date of experience: May 06, 2025
Reply from Coolshop
Hi Nikki,
Thank you so much for your fantastic review! We're thrilled to hear that you're happy with both our prices and the service we provide. We always strive to offer the best deals and ensure great customer experiences.
We look forward to serving you again soon!
Best regards,
Coolshop
I bought a drone and headset form coolshop and unfortunately Royal Mail doesn’t deliver to my address so Royal Mail had returned it back to sender and coolshop said once they received it they would refund every week they said they didn’t receive it and kept delaying and eventually told me wait 6 weeks if nothing we would refund you so I waited 6 weeks and contacted today and they said we still haven’t received it and to wait even longer I’m sick and tired of this company and I just want my money back. This is my order number 90957400 if coolshop wants to fix this
Date of experience: May 09, 2025
Reply from Coolshop
Hi Sangeethan,
Thank you for your review.
We're sorry to hear about your experience and fully understand your frustration. I can assure you that we are actively investigating your case.
Both the original order and the replacement show as delivered in the system, so we are currently investigating the possibility that they have been returned without being correctly scanned or processed. Unfortunately, this does take a bit of time, especially when working with external carriers like Royal Mail, but please know that we haven’t forgotten you. Your case is being followed closely.
We truly appreciate your patience so far, and we’ll keep you updated as soon as we know more.
Kind regards,
Jeppe
Coolshop Support
Reply from Coolshop
Dear Tiffany,
Thank you so much for your feedback! We're thrilled to hear that you're happy with the article. If there's anything specific you liked or any suggestions for improvement, feel free to let us know! We always appreciate hearing from our customers.
Kind Regards,
Coolshop Trustpilot Team
My order got refunded after 11 days of waiting for delivery. Parcel never made it to my country and I never received an explanation. At least got my money back.
Date of experience: May 09, 2025
Reply from Coolshop
Hi Max,
Thank you for your review. We’re truly sorry to hear that your order never arrived and that you didn’t receive an explanation during the process — this is not the level of service we aim to provide. We’re glad to hear that the refund was processed, but we completely understand your frustration.
We’re continuously working to improve both our delivery processes and our communication, so experiences like yours don’t happen again. If you’d like to share more details or have any questions, please don’t hesitate to reach out to our customer support team — we’d love the opportunity to make things right.
Best regards,
Sara
Customer Support
Excellent service again by Coolshop.
Ordered the LEGO Red Phone Box set.
Easy to navigate the website and find what I wanted.
Smooth checkout experience.
6 day delivery from Denmark (which was expected).
Item arrived well packaged with no damage to the interior box.
Date of experience: April 24, 2025
Reply from Coolshop
Thank you so much for your review! We're really happy to hear everything went smoothly – from finding the product to receiving it safely. Glad the LEGO set arrived in perfect condition! 😊
Best regards,
Nanna
Coolshop Support Team
Date of experience: May 06, 2025
Reply from Coolshop
Hi 😊
Thank you so much for the lovely review and the five stars! ⭐
We’re thrilled to hear you were happy with both our prices and fast delivery – that’s exactly the kind of experience we aim to deliver every time 🚀💙
Best regards,
Kristine
Coolshop Trustpilot Team
Top service. Great item at a sensible price. Kept me updated with the delivery situation.
Date of experience: May 03, 2025
Reply from Coolshop
Hi Barry 😊
Thank you so much for your great review!
We’re thrilled to hear that you were happy with the service, the product, and the updates along the way.
We hope to welcome you back to Coolshop again soon! ✨
Best regards,
Silke
Coolshop Customer Service
An easy ordering process and good value for money. Excellent branded product, but a poor delivery process by FedEx mostly and Royal Mail.
Five e-mails with automated responses not providing the 12 digit code for tracking. FedEx provided an unusable 21 digit code and kept asking me for the “correct” code.
Date of experience: May 02, 2025
Reply from Coolshop
Hej,
Tak for din anmeldelse og for at dele din oplevelse.
Vi er rigtig glade for, at du er tilfreds med produktet og vores priser, men vi beklager ulejligheden med leveringsforløbet.
Det lyder bestemt ikke som en optimal oplevelse, og vi tager din feedback med videre i dialogen med vores fragtpartnere for at forbedre processen.
Har du fortsat brug for hjælp med din levering, er du meget velkommen til at kontakte os direkte.
Venlig hilsen
Coolshop Kundeservice
Terrible costume service. I received a message that my order is ready to pick up. Travel 2hr one way only to be told off by the cashier in the most dismissive tone that it's on the palet in the back and she will NOT go looking. I informed her that with my work I won't be able to pick it up for a longer time to which she answer "it's up to you if you want to wait" and dismissed me like a forgot trash. No "I'm sorry" no understanding, no explanation, nothing expect of rudeness. It's sad.
Date of experience: April 28, 2025
Reply from Coolshop
Dear Agnieszka 😊
Thank you for your feedback.
We are very sorry to hear about your experience – this is certainly not the level of service we aim to provide.
We would like to clarify that your parcel was shipped from our warehouse in Denmark on April 15th.
It usually takes 7–14 business days for shipments to arrive in Iceland, and we send parcels to Iceland once a week.
It is likely that the store assistant simply knew that the shipment containing your package had not yet arrived.
We understand your frustration and truly regret that the situation was not explained to you in a more understanding and professional manner.
We have sent you a request for more information so we can follow up and assist you further.
Thank you again for bringing this to our attention.
Have a nice evening! ✨
Best regards,
Silke
Coolshop Customer Service
Date of experience: April 27, 2025
Reply from Coolshop
Hi Gail.
Thank you for your review! 😊 We're glad to hear that you were happy with both our prices and delivery. 💸🚚
We hope to serve you again soon!
Best regards,
Kristine
Coolshop Trustpilot Team
Excellent! Great communication, tracking etc.
Would use again
Date of experience: April 27, 2025
Reply from Coolshop
Thank you so much, Richard! 🌟 We are thrilled to hear you had a great experience with our service and tracking. We look forward to welcoming you back soon!
Kind regards, Coolshop Customer Service
went over and beyond their duty in getting me stock for an incredibly hard item, price was excellent too
Date of experience: April 26, 2025
Reply from Coolshop
Hi Scott 😊
Thank you so much for your great review!
We're thrilled to hear that we could help you find what you were looking for, and that you were happy with the price too.
We look forward to assisting you again in the future!
Best regards,
Silke
Coolshop Customer Service
I’m extremely disappointed with this store’s customer service. I initiated a return over 7 weeks ago, and the process has been nothing but a nightmare. Despite multiple follow-ups, I’ve received no clear updates, no refund, and no accountability from their team.
It shouldn’t take nearly two months to process a simple return. At this point, it feels like I’m being ignored or given the runaround intentionally. This level of delay is unacceptable and speaks volumes about how they treat their customers after a purchase is made.
If you're thinking about buying from here, be warned: returns and refunds are slow, frustrating, and borderline shady. I will not be shopping here again.
Date of experience: April 24, 2025
Reply from Coolshop
Hi Brad,
We’re truly sorry to hear about your experience and completely understand your frustration. I've written a note on your case so my colleagues will hopefully get to your case soon!
Thank you for your patience — and again, we’re very sorry that things didn’t go as they should have.
Kind regards,
The Coolshop Team
It is difficult to express an opinion in a few words. Everything was OK from ordering to receiving this order. Keep it up!!!
Date of experience: April 24, 2025
Reply from Coolshop
Hi Pawel
Thank you so much for your kind review! We’re thrilled to hear that everything went smoothly from ordering to receiving your order. Your feedback means a lot to us, and we’ll definitely keep working hard to maintain this level of service.
Looking forward to serving you again soon!
Kind regards, Ida¨
Coolshop Customer Service
Super fast and service was excellent !
Jeppe was friendly and give all the info correct.
Would buy again👍
Date of experience: April 24, 2025
Reply from Coolshop
Hi Ron
Thank you so much for the kind words! We're thrilled to hear that you had such a positive experience, and it's great to know Jeppe was able to assist you with all the info you needed. We really appreciate your feedback and look forward to serving you again in the future.
Thanks again and take care!
Best regards, Ida
Coolshop Trustpilot Team
Very helpful, replied to every email I sent because something was missing from my parcel which I sent photos of and they sent me a replacement out straight away. Great service.
Date of experience: April 15, 2025
Reply from Coolshop
Hi Ann
Thank you so much for taking the time to leave this review! We’re glad we could sort out the missing‑item quickly and that the replacement reached you without delay. If you ever need anything else—or just have a question—please reach out. We’re always here to help.
Kind regards, Ida
Coolshop Trustpilot Team
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