Arsenal Direct Anmeldelser 

Faulty shirt - I reject this item within 30 days and request a full refund .

I offer this review as a balanced appraisal of the service I have received from the Arsenal direct website with a view to suggest careful consideration to anyone ordering from them.

I also have an outstanding issue with a puchase that needs a satisfatory resolution. I would recommend anyone to take note of this before ordering from Arsenal Direct

The service is swift and delivery is as described when you order, however my experience when things go wrong suggests that this is not a business that I would recommend.

I am prepared to allow ArsenalDirect to reach out to me to resolve this issue, however, having used their preferred method of communication and not received any contact, I am skeptical.

I have regularly bought shirts from this website and did not have any problems however this time was quite different. I ordered a shirt for my stepdaughter who is a massive fan of the Women’s team. I ordered the authentic shirt with a WSL badge and a player’s name - a total cost of £144.00.
When the shirt arrived, it was clear that the process of adding the personalisation (players name and badges) had been poorly executed and the shirt was now stuck to itself in several places. I sent pictures of this to the retailer.
Naturally, my stepdaughter did not want to risk damaging the shirt by trying to separate the ironed on patches, bearing in mind this is a £144 product.
Looking at the obvious flaw in the product, I looked at the returns process on the the website. I attemted to raise a return for the FAULTY item but was not able to do so as the item was described as not eligible for return (presumably because it was a customized order)
Given the reason for return was because the item was faulty, I was disappointed to find that the process for returns was so difficult. I was clearly returning an item that was faulty and not fit for purpose and to have so many barriers put in the way of a legal right under the sale of goods act was frustrating.
I contacted the company via their contact page and after five days, I had not received any response other than an automated email acknowledging my contact. I have sent a follow up message and have had no response.
I am giving a 1-star review on the basis that there is no option for a 0 star review
The item I received is faulty and the lack of response to my request for a refund/ exchange, for an item that is clearly not as described and not fit for purpose. This contravenes my rights under the sales of goods act.
There seems to be no quality control in the customisation and dispatch of merchandise and no clear customer service process for returning faulty items that have been customised/personalised at additional cost.

I have spent £144 for a shirt that is stuck to itself and cannot be worn and received zero contact from the retailer. I await the retailer’s response as a result of this review.

I reject this item within 30 days and request a full refund.

I am writing this here because Arsenal Direct has left me with no other way to get in touch. My order (Order Number: A64058272) was marked as shipped three weeks ago. However, Evri tracking states they have never actually received the parcel from the club.I filled out the online contact form over two weeks ago and have received no response. When calling the main club number, there is no option or routing available for retail/merchandise queries.As a supporter, I am incredibly disappointed by this complete lack of communication. The item was bought for my partners birthday which it won’t be here for. I either need my items dispatched immediately or a full refund. Please contact me to resolve this.

I purchased 2 items from the Arsenal shop. One item was delivered just fine, no issues. However the other item was stolen by their 3rd party shipping delivery driver. The shipping company is called Speedx. When I realize that the delivery confirmation says it was delivered to me with proof of delivery pictures and date/time stamps, I reached out to them to let them know. I should add that the delivery pictures that I received were pictures of the front of my house, my house number zoomed in and my front door zoomed in. I never received a picture of the actual package in front of my door. My house camera didn’t have the delivery recorded because no one ever delivered the package. When I looked carefully at the pictures I noticed that the front of my house was different than the current state because my bushes are overgrown vs the clean cut the picture displayed not only that my front yard trees are way bigger now compared to the small trees the picture displayed. So I went on Google and looked up my house and low and below were the exact pictures that the delivery driver submitted for confirmation. Ultimately, the driver pulled the google pictures of my house and manipulated the delivery confirmation. I reached out to Arsenal and Speedx and explained everything and they sent the delivery confirmation to me. At this point I got mad and told them that their delivery driver committed fraud and theft and I wanted my package. After weeks of going back and forth and them opening up an investigation, they send me the gps coordinates of where the driver said they delivered my package which was 20 mins from my home at a shopping center. So I said to them, you’re telling me that your driver got 20 mins from my home, maybe decided to have lunch, looked up my house on google and did all that manipulation for a $40 package. They acknowledged that they were in the wrong, Arsenal refunded me and said that I could order and they would take care of the shipping via DHL. Up to this day, no one has called to have a conversation over the phone and to see how we can make this better because their folks committed fraud and that’s a representation of Arsenal because they use that company. Quite disappointing. This was not simply theft, it was fraud. So I say to folks being mindful of yall orders and choose who you’re shopping with wisely

I am writing an update to my previous issue. A Senior E-Commerce Customer Service Executive named Danhai personally stepped in and demonstrated absolute professionalism and true class. Danhai issued an immediate full refund back to my card and generously allowed me to keep the jersey without needing an international return.Although the initial product QC was disappointing, the swift and decisive recovery by the senior management has completely restored my confidence in Arsenal's service. Thank you, Danhai, for saving the day! (Order Ref: GE13018180075GB)

I ordered a shirt and hat for my kids dad and only the hat has arrived even though email confirms dispatch of both items.

Cannot talk to anyone on a phone and going by the reviews my contact form will go unanswered. I'll give it a few days and then probably have to raise a request with my bank for a recall on money paid

Placed an online order on 24 July and still haven’t received it despite being marked as delivered by Evri. I contacted customer service on 29 July and I’m still waiting on an update. I’ll avoid the online store in future.

I ordered a personalised home shirt, and when it arrived, there were lots of issues. However, after submitting a negative review due to not being able to get in contact with anyone, James sorted me with a replacement, and this was done professionally and promptly. I will be cautious when ordering from Arsenal Direct in the future, as the shirt arrived in an unacceptable condition, and they are make it extremely difficult to initiate contact with the merchant. Thank you anyway, James!

It’s now a week since Arsenal Direct cancelled my order of Topps Winners 25/26 winners collection without explanation. I cannot get this product elsewhere now. Their customer team have reached out for my details via a generic trustpilot information request twice, and have sent me a message on a previous review asking me to log another ticket. I have provided everything requested and submitted new tickets almost immediately. Still no response to my queries or explanation of the issue. It is quite comfortably the most enfuriating customer service experience I have ever encountered. You would think they would treat fans better. Just an utterly disappointing and horrendous experience. Please review my ticket called “Topps cancellation” @Arsenal Direct customer service team. Please do not send another generic response message to this review. It’s all rather tiring.

Absoutley shocking customer service. Order was delivered late initially A64247792. The shirt is faulty has a big catch on one of the arms. Completed the contact form no response. Called the phone number will not speak to you said have to wait for a response from the form submitted. For such a big organisation this is terrible.

Ordered a new Arsenal shirt for my daughter with Rice 41 on the back but was sent Rice 14 instead! In the clubs policy it states that all items are quality checked before being delivered. Evidently this is not the case. I have requested a full refund and have tried to contact Arsenal Direct customer services but I have not heard from anyone.

Ordered the new away shirt in size Large on the 27th July 2026. It arrived within 3 days but was a size 3xl. Contacted Arsenal via the email portal on the website (as this is the only option) on Thursday 30th July 2026. Heard nothing back since. Can't return as its not the same size as on the order and they dont refund the delivery on orders. I don't want to be out of pocket when its not my mistake. No best pleased with the wrong delivery and lack of communication.

Charged for a a preorder tshirt that I cancelled months ago!! Was just charged to my PayPal!
Order- A58032841

I purchased two shirts:

* XXL Away Shirt – Champions 26 printing with Gold Premier League badge
* XXL Away Shirt – Champions 26 printing with Gold Premier League badge

The day after purchasing them, on 25 July, I had to return to the store because the printing on my son’s shirt had already started peeling off. I requested a replacement shirt, but I was told this was not possible and that the printing would simply be re-pressed instead.

I explained to the staff at the time that I live in Ireland, not the UK, and that I would not be able to return to the store again if the problem reoccurred. Unfortunately, despite being re-pressed, my son’s shirt is now peeling again.

To make matters worse, I wore my own shirt for the first time yesterday during the match against Girona and noticed that the number, along with the “M” and “P” in the Champions printing, has also started peeling.

This is extremely disappointing, particularly considering these shirts are brand new and have barely been worn. It is clear that the printing is defective. I have sent an email to which I got an auto response stating to send query through website. I done this and NOTHING. Absolutely disgusting from our club, 2 brand new shirts that cannot be worn!

Had a small problem with my order but James sorted it all out in no time at all.
Really impressed by the speed and efficiency of the service he provided
Thanks

I ordered two Arsenal shirts on 19 May 2026, both with Premier League badge personalisation, as a special purchase for myself and my daughter.

I completely appreciate that personalised orders can take longer, and I understand that Arsenal Direct is likely extremely busy. However, it has now been 84 days since I placed my order and I still have no shirts and, more importantly, no meaningful update.

I have contacted Arsenal Direct numerous times through the online contact form, only to receive the same generic response about the delays. Despite repeatedly trying to get an actual update, I’m still no closer to knowing when my order will arrive.

I’m a huge Arsenal fan and was really looking forward to having these shirts for myself and my daughter, so it’s incredibly disappointing to be left waiting this long with virtually no communication.

I don’t expect miracles I simply want someone to look into my order, tell me what is actually happening and provide a realistic delivery date.

84 days and still waiting. Arsenal Direct, please can somebody actually get in touch and resolve this?

Appalling quality of the new 2026-27 Adidas replica shirts purchased from The Armoury in store. I bought the new replica away shirt (fan edition: £85.00) for my son and the thread began to unravel in several areas on the front of shirt, the very first day he wore it. No reply from the store after I contacted them.

Ticket created with Arsenal Direct 11.08.26 following their reply for further details via Trustpilot.

**Very disappointing quality and customer service**

I received my son’s new personalised kit, and unfortunately it arrived with a black pen scribble across the front of the shirt. I honestly don’t understand how something in this condition was considered acceptable to send out, especially given how much a children’s personalised shirt costs.

I contacted the company via email through the website and included pictures of the damage, but I have heard absolutely nothing back.

It’s hugely disappointing to spend this much money on a personalised kit for my son, only for it to arrive damaged and then receive no response when trying to get the issue resolved.

I would simply like the shirt to be replaced with one that arrives in the condition it should have been in the first place.

*still no further assistance after following their response on here. It’s not good enough.

Ordered my Arsenal away top on 5th August. Got the email to say it had been shipped on 7th with delivery date due 7-9. Date is now 10th and evri still says ‘we’re expecting it’ I need this before the 17th as I move away and no one is replying to my online tickets. Order number A64919867
Please can this be sorted asap as this is now urgent.

Dear Arsenal Direct,

I have received your email stating that you have re-requested the outstanding balance for my order A60243706.

I am concerned that this relates to the £101.70 Arsenal adidas Premier League Champions Home Shirt.

This shirt was a pre-order which I cancelled on 16th June 2026 and 18 June 2026. Arsenal customer service explicitly confirmed in writing:

“I can confirm that you will not be charged for item Arsenal adidas Premier League Champions Home Shirt on order A60243706.”

I was also contacted via email following a Trustpilot review on 20th June 2026, stating that Arsenal have cancelled the T-Shirt and that i will not be charged for it.

I subsequently received confirmation that the order was successfully cancelled.

I have never received this shirt, as it was cancelled before it was dispatched.

I paid £65.50 on 31 May 2026 for the other items in the order- Pyjamas and gift card. I therefore do not owe the additional £101.70 relating to the cancelled shirt as it was successfully cancelled and i was informed that i will not be charged for it.

Please urgently investigate this and confirm that the £101.70 will not be taken from my PayPal account. If the payment has already been re-requested, please cancel it immediately.

I have attached the relevant correspondence and payment evidence confirming the cancellation and previous payment via my Ticket requests- Trustpilot Review.

Kind regards,

Preena

Ordered 3rd June, still not shipped.
Order no. A60451200

I can't get a reply from anyone and order is stuck in "It's on its way" status for months??!