Arsenal Direct Reviews 

I ordered approx 15th June…was told 7-14 days for delivery, I went away till the end of the month, on return I eagerly awaited my purchase, then i noticed an e mail from evri, saying they had delivered, and a picture of a package outside my front door…a package I never received nor did any neighbours see or move. My evri instructions were to leave with a certain neighbour or myself only. I’ve been contacting Arsenal direct since 2/3rd July and no one has responded to e mails or on line form, I’ve rang and all arsenal direct the call gets ended!! AFC fan all my life but this is absolutely ridiculous and unacceptable service!! I’m going to have to do a charge back as I can’t get anywhere!!

I don’t know what more I’m supposed to do, I had a reply from my complaint placed on Trust pilot, but the steps I was advised to take still haven’t worked. I’m so upset £212.00 out of pocket and birthday disappointment. All I want is the x2 Shirts that I ordered. If this isn’t possible then please refund my money. Every step advised has been followed and I’ve received absolutely nothing in response.

My order number is: A61988058

Please can someone take ownership & assist me?

Awful experience. Ordered a sweatshirt and it was sent with a hole in the sleeve. Not only was there a hole, but it was sent with a little sticker noting the hole was there and that the item shouldn’t be sent out. I would say the customer service is abysmal, but that would be too generous. There is absolutely no customer service whatsoever, just an AI chat that responds saying that it’s having “technical difficulties” and to “try again later”. I was hoping to speak to a customer service representative since the company is expecting me to cover the cost of return shipping despite having sent me a faulty item. Absolutely abysmal customer service. I don’t understand how this company is legally allowed to operate like this.

I ordered a personalised football kit costing nearly £200, and my experience has been extremely disappointing.

After placing my order, I received very little information about its progress. I've tried contacting customer support multiple times, but I've had no meaningful response. It's also incredibly frustrating that there doesn't appear to be a direct customer service phone number to speak to someone about such an expensive purchase.

At this point, I feel like my £200 has gone down the drain. The lack of communication and customer support has completely ruined my confidence in ordering from Arsenal Direct again.

Based on my experience, I would not recommend purchasing personalised items unless you're prepared for poor communication and long waits without updates.

If I could give zero stars i would (why can't I?). Sleeveless training shirt ordered 2nd July, allegedly shipped 4th July (order no. A62472070). Meant to receive by 7th July. Evri tracking says "we're expecting it ". On 9th July I filled out the customer contact form on their website. It did state they were a bit busier than usual but I would get a response. As of today (16th July) I've still had no response from Arsenal Direct. How long are customer's expected to wait? Oh, the form also states NOT to send multiple contacts as this may push my initial enquiry to the bottom, why? Is that a THREAT? There is no way to contact a real person, not even a chatbot, nothing, zilch....sod off and don't bother us seems to be the attitude.
As I've not received my order, I thought I'd go online to request a refund, I can't do that either.
In this day and age, TRANSPARENCY is key. This organisation is so far from transparent, why the apparent secrecy cloak, why can't paying customer's talk to you? Interestingly, on Arsenal Direct website they have over 8000 five star reviews....allegedly. You can only see the good reviews, nothing else, again a lack of transparency and TRUST!
I'm a 62 year old supporter, I've stood in the old clock end, Highbury, corrugated iron toilets....I thought we'd moved on from being taken for granted, meer cash cows, being taken advantage of.....apparently not.
ARSENAL HEAD OF CUSTOMER SERVICES, CEO, JOSH KRONKE ARTETA, RIP OFF BRITAIN, ANYBODY AT ARSENAL, GET A GRIP OF ARSENAL DIRECT! TRUSTPILOT SCORE OF 1.4 IS DEEPLY EMBARRASSING.
IS ANYBODY LISTENING?
ARE YOU INTERESTED?

I ordered a premier league champion shirt at end of May, this was for a birthday present for my partner. I emailed end of June as still not received and it was sent via Evri however never delivered. I have been in contact with Evri who state it has been lost and to contact the supplier. I have gone through the appropriate channels however have not had a response. Tried to phone on the number provided however goes straight to an automated message. Really disappointed as his birthday next Saturday and no present. All I want is a response. Order number is A59702745.

I got a a response from Arsenal direct on 26/7 apologising for not responding earlier to my enquiry and the poor customer service. They offered me a 20% discount if I buy from them and would refund postage costs if I did express delivery.
Luckily the shirt came back in stock so I did order it and it came within the week.
I used DPD so the shirt would be sent to my local post office so did not have to use Evri. They did refund me the 20% and postage costs.
Although I was very disappointed with the length of time it did take for them to sort out my complaint I am pleased they have resolved the issue now.
My partner is very pleased with his belated birthday present.

I feel incredibly let down by Arsenal Direct. We ordered our shirts on the 24th May, almost 2 months later we have nothing with no support or communication.
They have taken over £500 of our money and we have nothing to show for it!
A59331831

Don't know how Arsenal Direct are getting away with their non-existent service given the reviews around missing orders and no way to contact the company.

I'm one of those victims who placed an order on 2nd July where I was charged for delivery and two weeks later, no delivery, no updates, tracking link which does not work, DPD tracking link that does not work, and only automatic holding replies from the customer service team when I contacted them on the 8th and 10th July. My order no (A62459592) in case the company see this and know I'm telling the truth. Have they just stolen my money since it doesn't look like they will deliver anything.......

Why is the company allowed to continue selling if it cannot fulfil orders. Why isn't there a telephone number to contact them. How can such a big company operate like this?!?!

If anyone knows how to escalate further and report them to the relevant authority then please post it here.

I cannot understate how poor the customer service is. I ordered some items from the shop following our trophy win this year. My wife ordered the same item as a surprise, so simple enough I wished to cancel the order I made. I spoke to customer services who said I cannot cancel it but had to return it once it arrived. Seemed fairly simple?

I tried to do this online and their online return system is terrible. Wouldn’t let me return it so had to reach out to them directly. The only way to do this is via emails which they NEVER respond to and cannot speak to anyone on the phone. I’ve sent more than 7 emails and it’s been weeks without any correspondence. On Sunday they then responded asking for my order information, even though they make you put this in when you fill in a form to contact them! Make it make sense.

It’s by far the WORST customer service experience I have ever had. I still have not returned the item and have had no replies, forcing me to do this. For the scale of the club and money involved, it is beyond unacceptable to have this extent of a poor customer service.

I will be complaining and reporting to the ombudsman about this.

Made an order on 19/05 for a T-shirt and a glass. Got a email mid June saying as I ordered early I should be getting my order sooner.

Start of July I have two emails saying my order was shipped, followed by an evri email saying expecting my parcel. But they never got my parcel even though it’s ‘shipped’. Rang and emailed Arsenal direct and got no reply.

Money left my account on 3/07 which according to the website means my parcel should have been shipped but it hasn’t and now it’s two weeks later and evri haven’t received my parcel and I haven’t had a tracking number. Order number A57944147.

My order is ordered on 23rd June, but I don't receive after 3 weeks. And no reply to email. My order number is A60572291

I still have not received my parcel from evri I contacted arsenal direct and they have not responded evri have been more help than arsenal! evri have told me to contact arsenal direct for a refund and I have contacted via the form 3 times and tried to call to no avail

Absolutely terrible service. Said my order of a champions shirt and kids kit shipped but only got the kids kit. They said ignore the email and I’d get the top as soon as it’s back in stock. They refused to do another order so I was reassured the system didn’t say it was delivered like the email did and the top was actually in stock for over a week and I still haven’t had a shipping confirmation email. So they took on new orders before fulfilling existing ones. Now they are refusing my Enquiries full stop and I’ve asked them to cancel. I’m now having to go through my bank to try get my money back. Over £100 is a lot of money to a lot of us supporters and they couldn’t care less.

I had no response from Arsenal Direct in 3 or 4 weeks about my order and they haven't even bothered to fix their return option on the website. Anyway, I opened a case on Paypal and I got a full refund. Let me know if you want your shirt back Arsenal Direct!

Ordered a shirt in may , we are now in July still not received ma shirt ,says it has been delayed an has done for weeks , and when I ask for a refund they send an automated email back everytime saying the same ole ish no help no correspondence just £148 out of pocket

Customer service via an online form! No ability to talk to a human, shocking service.
Having order a framed shirt that I paid extra to be delivered to a local Post Office and which was scheduled to be delivered on the 7th July I’m now struggling to get any help given it hasn’t been delivered! I can see on the DPD tracker that they have decided to return it to the sender rather than deliver it to me but it’s been in that state for a week now! I have been trying since then to talk to somebody in customer services but to no avail! What a total shambles. Over £2k down and absolutely no way to talk to a person to sort this out. Very close to reporting this as a scam to my credit card company to simply get my money back.
What makes the experience even worse is that the auto response you receive when you submit a query using the online form threatens that your query will be dropped to the end of the queue if you send multiple messages! Great work guys.

After receiving a response to this review from Arsenal I was asked to submit a further ticket to get this issue resolved. Having done so straight away I’m disappointed that a week later I’ve heard nothing from them….I’m still out of pocket and no closer to getting my shirt! This is fast becoming rediculous.
What else can I do to get this resolved….anybody know Mikel’s mobile?
I am a long standing season ticket holder and so my loyalties will always lie with the club but this is something else!

Order took forever to arrive. When it did I tried to return and automated system stated I was outside the return window. This isn’t legal as there’s a 14 day cooling off period. Having to raise a dispute with my bank. I have then ordered a different size and website has re loaded and charged the order twice. Have now spent £130 and still don’t have the t shirt I was trying to buy. Dreadful.

Ordered a football shirt and the printed number is completely off centre and uneven - tried to request a return online but website does not recognise order number - sent email but address no longer monitored for supporter queries - directed to complete a contact form but received no response and unable to contact by telephone - unacceptably poor customer service from a club of Arsenal’s standing - what options remain - happy to take customers money but not willing to speak to supporters.

Really poor. I ordered my items on the 20th of May and I was fine with the delay. My items (Order A58444824) arrived on the 1st of July, and I need to return an item but the portal said i’m out of my return window? This in incorrect as it has not been 28 days since delivery. Tried to call got diverted to email, no response on email. Never ordering again i’m going to go straight to adidas next time!

Following Arsenal’s Premier League title win, I ordered an Arsenal adidas Premier League Champions Authentic Home Shirt and an Arsenal Champions Squad 25/26 Navy Crew T-Shirt on 30/05/2026 (order number A57892692).

Although both items eventually arrived after a considerable delay, the home shirt was damaged on arrival. Because the delivery took so long, the returns portal would not allow me to return the item, as it only permits returns within 28 days of placing the order rather than from the date of delivery, which appears to contradict Arsenal Direct’s own returns policy.

The wording on the Arsenal Direct website states:

“We hope you enjoy your purchase from Arsenal Direct. If for any reason you are not satisfied with your purchase, return it to us within 28 days of the delivery date.”

I contacted customer services to point this out, but after waiting weeks for a response, all I received was a generic reply telling me to use the standard returns process—the very process that is preventing me from returning the damaged item.

The whole experience has been incredibly frustrating. Any reputable retailer would have resolved this issue within a few days.

At this stage, all I want is to return the damaged shirt and receive a refund.

To make matters worse, trying to call and speak to someone is pointless, as the phone system simply directs you back to the website.

Based on my experience, I would strongly recommend avoiding Arsenal Direct altogether and purchasing from a local retailer instead. You are likely to receive far better customer service and have any issues resolved much more quickly.