Arsenal Direct Reviews 

Order A62373441. Received a faulty personalised shirt. Your automated returns portal blocks personalised items, your support email is dead, your phone line refuses to help, and my web form submissions are being completely ignored. I require a human agent to contact me immediately to process this faulty return under the Consumer Rights Act."

How are you actually supposed to contact customer services? Cannot ring apparently they don’t deal with retail queries over the phone. Sent multiple contact us forms with no reply. Evri said my parcel was damaged and sent back on the 17th July yet I’ve heard nothing despite saying I don’t want a refund I want the items I ordered! I can go no further with Evri as as far as they’re concerned they’ve sent the parcel back. Order number is A63200049. I appreciate they’re busy at the moment but the service here is shockingly disappointing.
Update 3/8 my order has now been resent via dpd after Arsenal finally contacting me 2 weeks after my first contact form. There is clearly a massive issue with Arsenal/evri as evri claim the order was sent back damaged and Arsenal say it was lost, and reading the comments here there’s lots of similar it’s simply not good enough but hopefully tomorrow I finally receive my husbands birthday presents I should have given him on the 22nd July!

Order No.: A62413655

I ordered an Arsenal adidas 26/27 Home Baby Kit with personalised printing for a special celebration, but after waiting for the order to arrive, I was extremely disappointed to discover that the custom number was printed incorrectly.

The whole purpose of ordering a personalised shirt was the customisation, and Arsenal got it wrong.

I have already submitted a customer support ticket, but after reading the many recent reviews here about customers not receiving any response at all, I have very little confidence that this issue will be resolved promptly.

It’s incredibly frustrating to pay extra for a personalised item only to receive the wrong product.

If someone from Arsenal monitors these reviews, I would appreciate it if my case could be escalated and addressed as soon as possible.
**Order No: A62413655**
**Ticket No: 5929640**

I was charged for an item twice from the Arsenal Champions range, with poor service given to me in attempting to get my money back. I ordered the Arsenal Champions Trophy 25/26 Black Long Sleeved T-Shirt on Wednesday 20th of May 2026, alongside the Navy Crew T-Shirt and the Champions home shirt. I was sent shipping confirmation 21/05/26 that claimed the Long Sleeved T-Shirt was shipped alongside my kit despite claims this item was a pre-order. I was charged for both the kit and the T-Shirt. I received the kit 22/05/26 but there was no sign of the T-Shirt. I then contacted you via form on the same day and received no reply until 27/05/26, when I was told what I already knew; that the item was a pre-order and would not come until an unspecified date. The problem with this is that the website explicitly claims that you cannot charge for pre-orders until you have stock of the item, yet I was charged anyway. I attempted to contact Arsenal Direct again raising this issue, and I received no response. POOR! There is no other way to contact you, why bother in the first place if I am going to be ignored. A month passed by and I was sent an email that the Navy Crew T-Shirt was being sent, but nothing about the Black Long Sleeved T-Shirt. On my bank account I found a pending charge for the Navy Shirt and the Black T-Shirt again, despite paying for the latter already. I gave it time and was sent the item on the 26th of June, where I was sent the item but still had a pending charge. I sent another form on the 26th of June to raise this issue and was given no reply. Despite this poor service once again, the pending charge had vanished, so I moved on thinking the situation was resolved. This was not the case however, as I found I had been charged Friday 24/07/26. The pending charge was not gone, it was concealed and I was charged a month later. This is abhorrent and disgraceful service. I have been messed around for 2 months over this item, and have contacted you four times to no avail and a never ending over-charge. I demand a full refund for this item, I warned you in June that I would bring this up to my bank and now I will. This is supposed to be a time of celebration of the club's great achievement, instead you have embarrassed this great club with your abhorrent, disgraceful and illegal services. Absolutely vile, I will never shop with you again and recommend others follow suit. AVOID!

As you can see from countless orders from customers on here Arsenal Direct is not working in terms of fulfilling orders and basic communication. It's an interesting balance to the cherry picked reviews on the Arsenal website.
In 2 months, despite several messages to them they never responded. The only contact they make is via TrustPilot to get the reviews edited - that's really bad.
Its not an excuse to say you are busy - run an operation that meets the demand you are marketing and stop treating customers so badly.

UPDATE - Finally a response from Arsenal over 2 months after my order. Funny how suddenly interested now there's a fair review of how bad they are (don't take my word read the other reviews on here) - rather than me provide you with the order number why not just respond to the countless messages I've sent you via the route you advertise to contact you on?

Update: Order A60172547

Following this review, Arsenal Direct finally contacted me and apologised for my experience. They acknowledged that their online returns portal was faulty, manually arranged my return and asked me to provide proof of postage. They also said that, as a gesture of goodwill, they would issue my refund upon receipt of that proof of postage and asked me to update my review once the matter had been resolved.
I returned the shirt using the QR code they provided and sent them the proof of posting the same day. Royal Mail tracking confirms the parcel was delivered to their warehouse.
Unfortunately, that is where communication has stopped.
I have received no acknowledgement that my return has been received, no confirmation that my refund is being processed, and no indication of when I can expect my refund.
Having already been forced to leave a Trustpilot review simply to get a human response, I now find myself having to chase the refund as well.

I pre-ordered a Champions pint glass on 20 May with an expected dispatch of mid-June. After weeks of delays, Arsenal attempted to take payment in late July, but the payment authorisation had apparently expired due to the delay. I contacted customer services immediately and they assured me they would either retry the payment or send me a payment link. Neither happened. Three days later I discovered my order had been cancelled without any email or notification. The item is now out of stock, so after waiting over two months I've been left with nothing. Really disappointing communication and customer service.

Arsenal Direct have turned into a disgrace. US shoppers need to be wary as their shipping partners have changed drastically and not for the better. What used to be a sure thing is now a roll of the dice. Gone are the days of reliable DHL delivery. And gone is my $300 order that I have been pleading with Arsenal Direct to assist.

I ordered a home kit, two champions t-shirts, and a hat totaling $300USD. My order was dispatched on July 6th by DPD and then handed over to a "last-mile" courier, SpeedX, on July 11th, where it has sat at a delivery depot in Queens, NY ever since. I contacted Arsenal Direct the same day and nothing. After 9 days and no answer from Arsenal, I finally called and accidentally got routed to the ticketing office--lovely guy, couldn't help me, but found my order inquiry and marked it urgent in their internal system. That was 4 days ago and still nothing from his colleagues at Arsenal Direct.

Thus, I've had to take matters into my own hands. After hours of online investigation I figured out where the shipping depot was located (no this is not a place where you are meant to retrieve a package). I went there myself; it's an absolute farce. It's not secure, packages everywhere, and no discernible order to the entire operation. A package worth more than $300 and this is how Arsenal has shipped it. To paint the full picture, I walked up a loading dock ramp into the warehouse, no scans, no security, just some guys sitting around a foldable card table. I sat there with them while they dug through bins looking for my package. It has clearly been misplaced or, more likely thanks to Arsenal's conspicuous packaging, stolen. Quite literally SpeedX has no idea where the package is. Wasted 3 hours of my time, but at least I got answers, no thanks to Arsenal's once proud but now abysmal customer service.

All I want is a replacement, but I can't even get Arsenal to do me the decency of returning my message. $300 is a lot of money for me. I splurged bc our team finally reached the mountaintop for the first time in 22 years. What was once unbridled joy has now turned into massive regret.

If neither Arsenal nor their shipping partners will take any accountability for this package disappearing then I now must have my bank claw back the money for me. I cannot believe a club as massive as Arsenal can conduct their business so poorly. We are not just customers, we are your supporters! We love this team! But it's quite obvious in this area of operation we are not loved back and it makes me very sad.

ordered items that never arrived, and getting any information out of them was nearly impossible. No tracking updates, no proactive communication, nothing — I had to chase every step myself. When I tried to follow up, there was no phone number and no live chat, just a contact form that got a generic reply days later with no real answer. Weeks on, I still don't have my order or a clear explanation. If something goes wrong, you have no way to reach a real person and no way to find out what's happening

***UPDATE ***
Evri have now confirmed they have lost my order. I have tried to contact arsenal direct but there is no phone number or monitored email account. I’ve still had not suitable response.

Someone stole my package that I waited almost 2 months for. I was home the day of delivery, no door bell was rung. Dissapointed. They have offered me a refund not a reshipment, even more dissapointed.

Update – 25 July 2026

Despite Arsenal Direct asking me to submit a further enquiry headed “Trustpilot review”, I have still received no response. My order remains unresolved more than two months after it was placed, and I continue to have serious concerns about the handling of my order and the associated payments.

As a result, I have now referred the matter to Trading Standards via Citizens Advice. Whilst I hope this helps to bring about a resolution to my own complaint, I also hope it encourages the retailer to address the issues that appear to be affecting an number of other supporters who have reported similar experiences.

I would still much prefer to resolve this matter directly with Arsenal, but I have been left with no realistic alternative.

I placed an order on May 19th, the night Arsenal won the league (Order A57720369). On July 9th, I noticed that various Champions items from our order had been restocked on their website. I immediately contacted them to ask why our items hadn't been dispatched if they clearly had the stock, and to get an update on the women's authentic shirt. I received zero response.

Instead, I had two payments (£31.50 and £13.50) taken from my account last week. Then yesterday, I received an automated email stating a payment attempt had failed and threatening to cancel the order if a second attempt yesterday wasn't successful. Having heard nothing else, I woke up this morning to notifications that payments taken last week had suddenly been refunded. Because of this chaotic mess, I raised a ticket this morning out of pure frustration requesting that the pre-order be cancelled.

Unbelievably, I checked my account this evening to find they have now charged me yet again for 4 out of the 5 items ordered! If you are taking my money again, I want my items shipped immediately. Stop the automated email loops, have a human look at Order A57720369, and send me my tracking details.

Would give 0 stars if I could. Customer service is abysmal and non existent. This is now my third review here as a cry for help. My first review was responded to on Monday 13th July asking me to leave an online form query on their website with my order number and they’d resolve my issue. They still have not contacted me. After my order on June 13th totalling £99.90, I still have not received my shirt. They tried to take money again on 1st July and again today, not once, but twice in the space of 5 minutes! This order is a gift, and I simply would just like to receive the goods I pay for. I never go as far as to leave negative reviews but it’s been almost 2 months now and still nothing. I would like my item ideally but if this is not possible than at least a refund so I can get this shirt locally! Please please please can someone look into and send out my order!! I don’t know what else to do to resolve this!! Order number A61009166

Parcel was missing an item, no response at all after multiple times of submitting complaints form.
Also ordered 20th May champions jumper which has never arrived.
No reply to resolver case
Diabolical customer service

I ordered shorts to go with goalkeeper top for my grandson on 9th July and have not received them. The tracking is showing nothing and despite filling in the online form twice I’ve heard nothing! The top itself has now started to peel off the print after just two washes. It’s impossible to speak to anyone and no one is replying to the on line form. Absolutely terrible customer service for goods faulty and goods not received. Surely Arsenal can do better than this! I’d like a complete refund for both items but can’t speak to anyone!

Awful experience. Ordered champions merchandise on 31st May. Was told on 16th June that order would be on it's way soon. It was finally shipped on 8th July but after a lengthy delay and multiple queries with Evri, they finally admitted that they have lost the parcel. I am now trying to contact Arsenal Direct, as they are legally responsible, being the vendor, and cannot speak to a person. Despite filling in a contact form and emailing customer services, absolutely no response whatsoever. I have paid £100 for merchandise that has been lost and neither Evri or Arsenal Direct seem to care. Absolutely disgusting.

Has anyone contacted Anna Timms at the Guardian yet? I’m waiting for an order placed on 26 June (very recently compared to the rest of you, I know!) which Evri received on July 9th and that now seems to be lost in Evri. Delivery to locker promised ‘today’ on 16th and 18th July, but did not appear. Has now been ‘processed at our hub’ 4 times!

Placed an order on 16th June, it's now 21st July and it still hasn't arrived. When I tracked the order through evri it was showing that the order had apparently been damaged in transit and to contact arsenal direct. I have spent the last 2 weeks sending numerous emails and trying to phone etc........no response or reply and the number on the website doesn't let you actually talk to anyone, it's just an automated message telling you to fill out a contact form on their website, which I have done numerous times and had NO response what so ever. It's now at the stage that I think my only option is to try to chase it up with my bank to cancel the payment from my end. Horrendous costumer service! Avoid!

Ordered a shirt. Their chosen delivery company is Evri who have “lost” the package. Have contacted Arsenal Direct and have heard absolutely nothing, can’t get in touch with a human. Absolutely awful customer service experience when you are spending a considerable amount of money.

I ordered a scarf but when it was delivered the package was shredded, torn open, and the scarf inside damaged with a hole in.
I submitted the online support form on the 11th July and received a generic automated acknowledgement saying ‘at this time it may take us slightly longer than normal to get back to you. Please kindly note that sending multiple messages may result in your query being pushed to the bottom of the queue’. However - no estimated time frame for response is given - so I have waited 10 days but no communication at all. I have now tried to call the Arsenal Direct helpline, but you get trapped through options asking you to use the online form! - it seems impossible to speak to a human.
I am leaving this review in the hope Arsenal Direct responds, because I don’t know what else to do. I would like this damaged scarf to be replaced - Order A56397860

Have been trying to return a £55 sweatshirt as it’s the wrong size since 7th July using the online returns system. First I got the message it was outside the returns window even though it had just been delivered. Used the contact form to raise the issue, also on 7th July, explaining the issue and have yet to receive a reply (it’s now 19th July). Tried raising a return again a week later and this time the order number showed as eligible for return but the refund amount was shown as £0. I’ve emailed Arsenal Direct again with this new issue but again I have only received the automated response. I’m now in a dilemma whether to risk returning the item and then trying to get a refund or wait for a reply but 12 days is an appallingly long time to wait already and the clock on the returns window is running down (maybe that’s the aim..)