Arsenal Direct Reviews 

Order number: A55978180

Returned an item for a refund which was delivered back to Arsenal Direct on the 4th of June. After waiting a week for them to reply to an email, I was told to wait 14 working days from when it was returned, to process the refund! Ridiculous! On 15 working days now. No refund in sight. I have made several orders over the years but never had to return anything, I'll definitely think twice about placing another order!

UPDATE- Working day 23....still no communication from Arsenal direct. No apology email, no update, no refund...nothing! I've opened a case with resolver to see if it helps at all but I won't hold my breath.

Order made 4 weeks ago for my son’s birthday present, assured early June delivery. Shirt still not received. Contacted customer services 3 times, getting unhelpful generic automated responses and still don’t know when the shirt will arrive. My son’s birthday is on Saturday and we haven’t received his present. Very frustrated and know my son will be very disappointed.

I am writing to report that my package for the order Home T-shirt Champions 2026 have been stolen on June 5th by the french delivery service.

The delivery driver called me, but I was unable to answer at that moment. Shortly afterwards, the tracking status was updated to “delivered,” yet no package was placed in my mailbox. This leads me to believe the package have been taken by the courier that of course denies that version. I have filed a complaint to the French authority.
I've tried to contact you multiple time via email and chat since june 5 and nobody is answering.
I want to be refunded of the stolen shirt, it is 135 euros, and I'm really disappointed right now.

Absolutely shocking experience. Customer care are terrible at replying. I ordered one of the Arsenal stanley cups for father's day on the 30th of may, advised this was shipped a couple of days later but Evri states they still dont have it. Raised 2 tickets and finally got a reply on the 20th asking for order number etc, I replied instantly and I still haven't had anything back. I move house in a week so I need this delivered urgently. Completely gutted that my girls didn't have anything to give their Dad for father's day.
Extremely disappointed that there has been zero updates or apology emails to explain what has happened. A huge company like Arsenal should be able to keep on top of orders! It shouldn't take me chasing numerous times to get some answers!
Order number A59498879

Order Number: A58510754

Arsenal working with EVRI is extremely disappointing.

I order quite a lot of items online, some of which are gifts, and I've never experienced anything like this. The EVRI delivery driver uploaded a photo showing my parcel left beside a busy road that isn't even on my street. When I went to the location about 15 minutes later, the parcel was gone.

I honestly don't understand what is going on. I live in a flat where there are intercom and the main door is always open too. I was home all day. I have already emailed both EVRI and Arsenal twice. EVRI tells customers to report the issue to Arsenal as EVRI has declared lost, but Arsenal hasn't even bothered to reply.

This level of service is unacceptable, and I would appreciate an urgent response and resolution.

I’m a massive Arsenal fan but the customer service at Arsenal Direct when purchasing is absolutely disgraceful, purchased a mini kit on June 7 for my grandsons birthday with his name on and the printing is faulty. You can’t call them, email them, only fill out a contact form on their website. It’s now been 2 weeks and still no response. My grandson will miss out on his kit. I have never known anything like it. Order number A59512775. I have now sent 3 contact forms requesting a replacement shirt, the shorts and socks are fine. Disgusting service.

Further to our attempt to return a couple of Champions 26 due to sizing issue, not only did it take forever to get a response, we have now had an email stating that the Champions 26 Shirt are now classed as "Personalised items", their website returns policy and terms and conditions classifies Personalised items as "printed to your specification with a player's name, a personalised name and/or squad number or patch," - None of these relate to the Champions 26 shirts and to try and claim they are is simply wrong. I am now waiting for someone to respond before i consider my consumer rights! - Absolute Joke this club... way to go to treat your fans / supporters!

I ordered the 26/27 Champions kit and the received jersey shows some printing defects. I told them about it on their website and nearly 2 weeks after sending in a request I am yet to receive an answer... For 135€ I expect the jersey to arrive in a immaculate condition as well as getting good customer service. Unfortunately I got none of them.

Order number : GE12293531002GB

Ordered champions 26 t-shirt 24th May 2026 and the stated delivery was early June. 4 weeks still hasn’t even been sent. Emailed them twice asking for an update and nothing. Terrible customer service. I want to know what is going on with my order A59320925.

Ordered several items for Fathers Day including a mug. The mug arrived broken and I raised this over a week ago. I’ve had no reply and Fathers Day is on Sunday, what can I do with a broken mug?

UPDATE-I would like another mug sent out. Ca n’t get a refund because it was on a gift card

Arsenal has the worst website and app I have ever used. Especially for trying to navigate to anything about Arsenal Women.

For all of the money the club makes, the least they could do is give the club supporters a decent website and app for downloading tickets and season ticket renewals.

I pre ordered an item in may , was promised delivery before fathers day and im still waiting on a despatch nearly a month later , trying to call someone from your customer service is a joke, not to mention a massive headache, im extremely disappointed as my order was for fathers day, which is only a few days away and i cant see it coming in time. So far its taken me three seperate customer service queries to chase my own order, my order number is A59780438

Ordered a shirt over 3 weeks ago and no delivery. Have completed online form, no response

Had some trouble with an order but customer service sorted it out same day. Extremely satisfied with outcome.

Updated
After posting complaint it was handled well by Arsenal direct and I also received a discount on product. It arrived last week and my son was really pleased with the shirt. So I’ve updated the stars and comments.

#Orig Ordered Champions shirt 26/05. Order A59550942. Stated delivery start of June.
Since there I have heard nothing and no notifications to inform me it’s been dispatched.
I sent and email but just received a generic reply back. So 3 weeks on it just seems to be stuck in limbo?
It was supposed to be an early birthday present for my son but now it’s looking like it won’t even arrive on his birthday. Very disappointed.
If there are delays due to demand people should be informed, not just a generic email response when you try and chase up.
I can understand some delays but it doesn’t account for poor communication too.

Order Number: A57258270

Ordered a shirt for over £100 and evri (dreadful courier) delivered it to the wrong address. After speaking to someone in the building it was delivered to, I found out it had been stolen.
Emailed the club and used the contact form over 2 weeks ago. Still no response. As a match going fan and someone who regularly orders from the club it’s extremely disappointing. Dire customer service.

Update*

Initial communication was disappointing and I waited over two weeks for a response after my order was delivered to the wrong address and stolen. However, once the matter reached Arsenal’s Supporter Services team they dealt with it professionally, arranged a replacement immediately, prioritised dispatch and provided a goodwill discount. I appreciate the way they resolved the issue and have updated my review to reflect the full experience.

Update: James in customer services got back to me straight away with a resolution. My new shirt has safely made its way to me. Thank you for all your help at this busy but exciting time!

Order A57727173 was placed on 01/06/26 and I haven’t received any updates since. Every time I check my DPD tracking, it simply says, “We’re expecting your Arsenal Direct parcel.”

I contacted Supporter Services over a week ago and have still not received a response. The lack of communication and customer service has been extremely disappointing.

I understand that the shop is likely dealing with a high volume of orders, but if that’s the case, don’t advertise 3–5 day delivery if you can’t realistically meet those timescales. It feels like a false promise and sets expectations that aren’t being delivered.

To make matters worse, when I try to track my order through the app, I receive the message: “Oops! It looks as though we’ve not been able to load the page.” None of the reasons listed apply to my order, so I have no way of getting any meaningful update on its status.

I’ve also heard from other supporters that it’s often better to order through Adidas directly, which is concerning given that this is Arsenal’s official store.

Can someone please provide an update on my order and explain the delay?

I ordered two shirts from Arsenal Direct to Luxembourg. The only reason I ordered through the UK shop was because I had a gift card, which apparently could only be used there. Otherwise, I would of course have chosen a more suitable ordering option for Luxembourg.

DHL Express is now asking for around €100 in customs and import charges, which feels completely disproportionate compared to the value of the order. I understand that fees can apply when ordering from the UK, but if I had known they would be this high, I would not have placed the order this way.

What makes this even more frustrating is the lack of customer service. I contacted Arsenal Direct through the official contact form two weeks ago and I am still waiting for any kind of response. For an official club shop, I would expect at least a timely reply or some attempt to help find a solution.

Order number - A58078387

On the 20th May, I purchased myself & my wife the Arsenal Home Kit with the Champions badge. We let two weeks go by as we could understand you’re busy. However it has now been 4 weeks with absolutely no communication. I had a notification on the DPD app that it was awaiting pick up. The next day it disappeared and have had nothing since. We have both queried via email & phone calls with no luck through both. I’m absolutely appalled and at this point unsure of whether I’m going to receive the shirts.

Placed order over 3 weeks ago, still not arrivrd was advised by Evri to contact the Seller as parcel has been damaged in transit. It is impossible to get in contact with Arsenal retail, the phone line directs you to an online form and cuts you off. Have filled in the online form twice, but getting no response.
Order No. A59663813