While I had no issues with the purchase experience, the return experience has been bad. I was forced to pay £6 for a 48hrs Royal Mail tracked label, which apparently is at a preferential rate, to retu... See more
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Items purchased for Christmas gifts so can’t comment on how accurate the sizing is……BUT I will comment on the packaging. 2 adult items squeezed into a plastic self adhesive bag for posting that didn’t... See more
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Just a reminder that if you don’t know/not sure about the size, maybe don’t buy it online as the postage is so expensive!! I thought I would be refunded for the shipping cost but I didn’t. The total s... See more
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Item was not delivered properly and was stolen. I provided correct forms and still took +2wks to resolve my issue. Having to raise a seperate ticket to raise attention to my other as I got 0 responses... See more
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Company details
Written by the company
The United Store is the official online shop for Manchester United Football Club. It offers a wide range of club merchandise, including kits, apparel, accessories, and gifts for fans of all ages.
Contact info
Chester Road 660, M16 0GU, Stretford, United Kingdom
- store.manutd.com
3.0
Average
1K reviews
Replied to 87% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
GGMU
Not optimal buying online, and prices can be a bit high. But quality and delivery is good. Would recommend.
9 April 2026
Unprompted review
Reply from United Store
Hi Thomas,
Thank you so much for taking the time to leave a review.
We’re delighted to hear that your order arrived promptly and that you’re pleased with the quality of the product.
Your recommendation is greatly appreciated, and we hope to welcome you back to our online store again soon.
Kind regards,
Manchester United Customer Service Team
Poor quality print
3 April 2026
Unprompted review
Reply from United Store
Hi Harshal,
We're sorry to hear you’re not happy with your shirt. We’d like the opportunity to look into this and help resolve the issue for you.
Please contact us at UnitedStoreCSTeam@manutd.co.uk with your order details, and our team will be happy to assist.
Kind regards,
United Store Customer Service Team
£505.74 spent, zero returns, denied £21 adjustment on unshipped order with false dispatch claims
Update 2, 10 April 2026:
MU Store has since responded publicly acknowledging the delays, poor handling, and ticket categorisation failures. Their explanation attributes the dispatch confusion to the order having left their warehouse but not yet reached the distributor. While this partially accounts for Katie Storrs' response, it does not address why the original cancellation request submitted on 3 April, four days after the order was placed, was never actioned by David Miller when the order was clearly still in early processing stages. I acknowledge MU Store's willingness to respond publicly and review their internal processes.
Update 10 April 2026:
Following my Trustpilot review, agent Alex Brown contacted me and offered a £21 goodwill refund which I accepted. The refund has been processed. I appreciate Alex taking the time to read the case properly and resolve it. The outcome is fair, however the process to reach this point was unnecessarily difficult, involving multiple emails and agents before a public Trustpilot review was required to action a straightforward goodwill gesture.
Summary of this review:
Manchester United Store denied a £21 price adjustment to a customer who spent £505.74 across four orders with zero returns, on an unshipped order, using false information about dispatch status, and without a single agent reading the case properly.
Here is the whole story:
I have been a loyal customer of Manchester United Store since late 2025, placing four orders totalling £505.74 with zero returns.
On 30 March 2026 I placed order GE11771041181GB. Before the order was even dispatched, the price of three items dropped on the store's own website. I checked the order status, and it said processing (still the same today when I am writing this review). Then I contacted customer support via the store's chat system on 3 April 2026 requesting either a £21 price adjustment on the unshipped order or a cancellation so I could reorder at the current better price. Both requests were logged and acknowledged by the chat system.
What followed was a complete failure of customer service at every level.
Agent David Miller responded twice with an identical template stating price matches cannot be applied after an order is placed. This mischaracterised my request entirely. I was not asking for a competitor price match. I was asking for a price adjustment on an unshipped order where the store's own price had dropped.
Agent Katie Storrs then claimed the order had already left the warehouse and could not be cancelled. She also sent me 2 separate duplicate replies. I checked 2 separate sources that directly contradicted this claim. Their own order tracking system showed Processing status with no dispatch recorded. Their own Global-e returns portal stated "We are unable to process a return before order has dispatched." The order was placed on 30 March and had not moved in 7 days.
Despite providing all of this evidence, Katie sent two identical template responses within two minutes, making it clear she had not read my email at all. The reason became apparent from the email headers: every response was tagged "CS bot - Discount Inquiry" and no agent ever recategorised the ticket or read the actual content of my correspondence. The AI chat system summarised my requests in 2 sentences. It is difficult to understand how multiple agents failed to read even that summary before sending identical template responses.
My confidence in Manchester United Store as a retailer was significantly damaged by this experience. However following the resolution by Alex Brown I am willing to consider future orders, provided the customer service process improves.
6 April 2026
Unprompted review
Reply from United Store
Hello,
Thank you for sharing your feedback. We sincerely apologise for the delays in responses and for the frustration caused by how your enquiry was handled.
Following a review of your case by management, you should have already received an email confirming that we will honour the £21 price adjustment on this occasion. This decision was made in recognition of the circumstances and your loyalty as a customer. We apologise for the delay in our response and any inconvenience this may have caused.
To clarify, while the order had already been dispatched from our warehouse at the time of your contact, it had not yet reached the distributor, which led to understandable confusion around the order status. We acknowledge that this was not clearly or consistently communicated, and we regret the resulting experience.
Your feedback has been shared internally, and we are reviewing our response handling and ticket categorisation processes to help ensure enquiries are properly reviewed and addressed going forward.
Thank you again for bringing this matter to our attention.
Kind regards,
United Store Customer Service Team
Really fast delivery good quality…
Really fast delivery good quality product
1 April 2026
Unprompted review
Reply from United Store
Hi Shane,
Thanks so much for your review. We’re really pleased to hear your order arrived quickly and that you’re happy with the quality of the product.
Kind regards,
Manchester United Customer Service Team
Perfect experience
I easily found, personalised and ordered the shirt my son had been asking for. He’s the happiest little boy wearing his teams colours and basically doesn’t want to take his newest Manchester United kit off.
24 March 2026
Unprompted review
Reply from United Store
Hi David,
Thank you so much for your review. We’re delighted to hear the ordering process was easy and that your son loves his personalised shirt so much. It’s great to know he’s enjoying wearing his Manchester United kit!
We really appreciate you taking the time to share your feedback.
Kind regards,
Manchester United Customer Service Team
My experience was great
My experience was great. Got a retro ladies dress and it was the perfect size. Delivery was on time as well
27 March 2026
Unprompted review
Reply from United Store
Hi Maureen,
Thanks so much for your review. We’re really pleased to hear you loved the retro ladies dress, that it was the perfect size, and that delivery arrived on time.
We really appreciate you taking the time to share your feedback.
Kind regards,
Manchester United Customer Service Team
I ordered a first team kit for my 5…
I ordered a first team kit for my 5 year old grandson. The order process was straightforward and the order arrived on the date expected. Thank you.
15 February 2026
Unprompted review
Reply from United Store
Hello,
Thanks so much for your review. We’re really glad to hear the ordering process was smooth and that your grandson’s kit arrived right on time.
We really appreciate your support and hope he enjoys his new kit!
Kind regards,
Manchester United Customer Service Team
Will never order from this website…
Will never order from this website again. I ordered my son a full football kit in July 25, paid an extra £20 for the personalisation on the shirt so £80 just for the shirt for a 6 year old. 9 months on (not even a season it has lasted) all the writing on the front has completed peeled off despite being washed as per the care label. Contacted customer services and sent photos to see if I could get a replacement, and was totally fobbed off with ‘sorry but it’s been too long since you placed the order, we will pass on your feedback!’ Absolutely shocking and such poor quality items for the amount these kits cost. Will stick with the cheapy knock offs from abroad as they’ve lasted far longer
27 March 2026
Unprompted review
Reply from United Store
Hi Amber,
We are sorry to hear that you are disappointed with the quality of your personalised shirt.
As noted on our website, personalised items are made to order and are not eligible for replacement or refund unless the product is faulty on arrival. We also advise that concerns raised many months after purchase fall outside both our returns policy and standard consumer rights timeframes for reporting manufacturing issues, which is why our team were unable to offer a replacement in this instance.
All items are thoroughly quality checked before dispatch, and we do include full care guidelines to help maintain the longevity of the personalisation. We appreciate you taking the time to share your feedback, and this has been passed on internally for review.
If you need any further assistance, our customer care team is always here to help.
Kind regards,
United Store Customer Service Team
Actually disgusted
Actually disgusted. Ordered 2 jumpers very quickly realising that one of them wasn’t required and spoke to the ‘online chat’ that assured me the cancellation was being processed. This was literally 5 minutes after the order was placed. Next day received an email to say couldn’t be cancelled because it was being prepared to ship.. explained that I requested cancellation not even 5 minutes after I ordered it! Told to return. Absolutely appalled to find out return costs are £6!!! Biggest rip off ever, almost twice as much as the ACTUAL Royal Mail tracked 48. Last time I’ll be ordering anything. Supposed biggest club in the world and still ripping people off
25 March 2026
Unprompted review
Reply from United Store
Hello,
We are sorry to hear you feel disappointed with your recent experience.
As stated on our website, we are unfortunately unable to guarantee order cancellations or amendments once an order has been placed, as many orders enter our processing system almost immediately. At the earliest stage, our team can only submit a cancellation request, which is what was actioned in this instance, but we cannot stop an order once it has already begun processing.
Regarding returns, our standard return fee is £6, which is also clearly outlined in our Returns Policy. This fee covers the end to end return handling service we provide.
We appreciate you taking the time to share your feedback, and it has been raised internally so we can continue to improve our service.
If you need any further assistance, please feel free to reach out to our customer service team.
Kind regards,
United Store Customer Service
AVOID AVOID AVOID!!
AVOID AVOID AVOID!!
Ordered a Jacket - was clearly oversized and after looking on the Adidas Website the reviews stated that you need to order a size down (not aware of this at time of order) XL arrived and was huge.
Asked for a Free return via E-Mail and they requested more photos, I even sent the Adidas Website reviews where people had had same issue, still refusing to offer a free return - returns cost £6 by the way so be very careful, I have a feeling that the Customer Service is out sourced to - no phone number, no point of escalation - worst experience for online Shopping I have had.....all about the money!
AWFUL!!
26 March 2026
Unprompted review
Reply from United Store
Good morning,
We’re really sorry to hear that you’re not satisfied with your recent experience. We understand how frustrating it can be when an item doesn’t fit as expected.
Our full size guide is listed on every product page, and we always advise customers to base their purchase on this information, as sizing can differ between brands and styles. Unfortunately, we’re unable to offer free returns unless an item is faulty, as outlined in our Returns Policy, which is available on our website.
We appreciate you taking the time to share your feedback, and we’ve passed it on internally so we can continue improving our service.
If there’s anything further we can help with, please feel free to reach out.
Kind regards,
United Store Customer Service Team
Just a reminder that if you don’t…
Just a reminder that if you don’t know/not sure about the size, maybe don’t buy it online as the postage is so expensive!! I thought I would be refunded for the shipping cost but I didn’t. The total shipping cost for delivery and return is nearly 10 pounds….
23 March 2026
Unprompted review
Reply from United Store
Hi Lin,
Thanks for leaving your review. We’re sorry to hear the return costs were disappointing. We do have size guides visible on our site to help customers choose the best fit before ordering to ensure items are a suitable fit.
Your feedback has been shared with the relevant teams as we continue reviewing our returns process. If you need any help with your order, please let us know as our team is here to support.
Kind regards,
United Store Customer Service Team
Terrible returns policy
The pricing is ridiculous when there are knock offs available from the same country these are made, for 75%+ cheaper!
I wanted to buy directly for my kids as a one off, which was okay other than costing a mortgage. However, sizing was off and the returns policy is a joke. Have to refund, no exchange, so you pay return p&p of £6+, and then purchase a new kit and pay another p&p , all because the sizing was completely off.
Just a really poor experience, and it’s a shame as we want to buy directly but it’s just not justifiable anymore.
16 March 2026
Unprompted review
Reply from United Store
Hi David,
Thanks for taking the time to leave your review. It’s disappointing to hear that your experience hasn’t matched what you were hoping for. Our returns policy does require customers to cover the return postage fee, and while this is outlined at checkout, we recognise that this can feel frustrating when sizing doesn’t meet expectations.
Your points around pricing, sizing, and the returns process have been shared with the relevant teams, as feedback like this is important in helping us improve the overall experience.
Thank you once again for sharing your feedback, we’re always looking for ways to improve. If you need any further help, our team is here to assist.
Kind regards,
United Store Customer Service Team
Delivery quick but return policy…Extortion!
Delivery quick but return policy daylight robbery £6 come on United don’t you make enough money, robbing from the poor!
17 March 2026
Unprompted review
Reply from United Store
Hi Graham,
Thank you for taking the time to leave your feedback. We’re glad your delivery arrived quickly, but we’re sorry to hear you’re unhappy with our return policy.
We aim to keep our processes clear and straightforward, and feedback like yours is genuinely helpful as we continue to review and improve our services.
If there’s anything you need assistance with regarding your order or return, please feel free to reach out to our customer service team.
Kind regards,
United Store Customer Service Team
Having bought kids kits from the…
Having bought kids kits from the store and online before, I’ve never had a problem with the quality of the goods and the price.
Great service great products..
4 March 2026
Unprompted review
Reply from United Store
Hi Paul,
Thanks so much for your review. We’re really glad to hear you’ve always been happy with the quality of our kids’ kits and the service you’ve received both in‑store and online.
We appreciate your support and look forward to seeing you again soon!
Kind regards,
Manchester United Customer Service Team
The Manchester United store is…
The Manchester United store is brilliant. I ordered items I needed for my daughter‘s birthday. It’s all came in the time specified.
24 February 2026
Unprompted review
Reply from United Store
Hi Robert,
Thank you so much for your lovely review!
We’re delighted to hear your daughter’s birthday items arrived on time and that you had a great experience shopping with us.
We really appreciate your support!
Kind Regards,
United Store Customer Service Team
Reply from United Store
Hi Maxwell,
Thank you for your review!
We're really glad to hear the product met your expectations and that you're happy with the quality. We appreciate you taking the time to share your feedback!
Kind regards,
United Store Customer Service Team
The best outfits and so well made!
The best outfits and so well made!! They were shipped promptly!
19 February 2026
Unprompted review
Reply from United Store
Hi Mary,
Thank you so much for your lovely review!
We’re thrilled to hear that you love your purchases. It’s wonderful to know they arrived promptly too!
Kind regards,
United Store Customer Service Team
Being a Man U supporter all my life
Being a Man U supporter all my life, I believe in supporting the club any way that I can. I have always purchased my merchandise directly from the club and alway's will. Great Quality and delivery is excellent even though I live on the other side of the world here in Western Australia.
19 February 2026
Unprompted review
Reply from United Store
Hi Lindon,
Thank you so much for your wonderful review, and for supporting the club for so many years, it truly means a lot to us.
We’re delighted to hear that you continue to choose to purchase your merchandise directly from the club. It’s great to know you’re pleased with the quality of the products and that delivery has been excellent.
Your loyalty and passion for United are genuinely appreciated. Thank you again for your support!
Kind regards,
United Store Customer Service Team
High quality delivery and the size guidance
The products are prefect as I have ordered with quick delivery. I bought some products of Manchester United Archive Collection and adidas training kits. It could be better if the site offers more concrete information about the size, since there is much difference about it between Japan and the UK. But overall, I’m so satisfied with the purchase.
17 February 2026
Unprompted review
Reply from United Store
Hi Tatsu,
Thank you so much for your kind review! We’re delighted to hear that your delivery arrived quickly and that you’re pleased with the Archive Collection and training products.
We really appreciate your feedback regarding sizing. We’re always working to improve our size guidance, especially for customers shopping from different regions, and your comments will help us continue enhancing this.
Thanks again for your support!
Kind regards,
United Store Customer Service Team
In further review to my comment I have…
In further review to my comment I have been in contact with my bank and they’ve clearly stated I haven’t been issued a refund
Id like a return reference number or I will be taking this further
5 February 2026
Unprompted review
Reply from United Store
Hi Craig,
We’ve fully investigated this with our payment partner, and we’ve provided you with official proof and a reference confirming that the refund was processed correctly on our side.
Once issued, the final stages are handled by your payment provider, who can give you the most accurate update regarding your refund.
If you need any further help, our team is here to assist.
Kind regards,
United Store Customer Service Team
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