Arsenal Direct Anmeldelser 

Shirt arrived missing the Champions League patch I paid for. I contacted Arsenal Direct via the only system of customer service they offer the automated chatbot, which denied I had made and order despite me supplying my order number, email, postcode and card details. It said I would receive a contact within 48 hours when I insisted it escalate to a human. I have still not had a response a week later. Terrible service.

So wish I had read these reviews. Absolutely awful customer service, order just tuck processing with no updates . Quick to take your money but not interested in delivery. Will never buy from Arsenal Direct again

Having to do yet another one of these for my daughter as no one ever gets back to you at Arsenal , have waited a week for a reply in relation to a missing parcel
And still nothing

After my last purchase was a complete disaster, this time it was perfect. New shirt arrived within 3 days. Couldn't be happier. Hopefully they've resolved their issues.

Hey Arsenal Direct, where's my stuff??? I was notified that it was despatched on 24th July but nothing since. I can't even blame the courier as they have never received it. You took my money quick enough but now nothing. I even filled out your contact form detailing this on 30th July and you haven't even got back to me.

I have returned an order to Arsenal Direct, and 24 days later have not received a refund. I wrote to them on the online contact form 12 days ago, and have not received a response.
I visited the physical store (who are a separate company) who gave me an email to contact. This turned out to be an unmanned inbox, and got an auto reply saying to use the previously mentioned contact form.

UPDATE: Within a day of posting this review a senior figure at Arsenal Direct emailed me directly with a promise that my refund had been issued and my problem resolved.
I can only praise the speed that this was fixed once brought to their attention.

I have amended the 1 star review to a 3 star, as while the service was excellent in the past few days is does not negate the original issue.

Super helpful and quick to get back to us. James was able to sort the issue promptly and very polite and friendly.
Thank you

Absolutely horrific! I pre ordered the Champions League shirt as a Father’s Day gift for my boyfriend on the 24th May, with the expectation of it being shipped early June, as the website advertised. Nothing. I contacted them twice early June and never got a reply, along with countless phone calls where I couldn’t get through - Arsenal are determined not to help! I finally got an email from them on the 28th June saying my order had been shipped (after Father’s Day had passed!) I am still waiting for the parcel to arrive. It is either lost although I’m pretty sure the parcel has been stolen as the company send their parcels in Arsenal packaging, making it obvious what’s inside. Nevertheless I still cannot get in contact with Arsenal to get a refund, I just want my money back at this point - Arsenal please help. £113 down the drain.. what a rubbish company, do not buy from them - save your time, energy AND money!

Order number A61190649 Just dreadful. Ordered two kits and after tracking delivery on DPD have seen that having been delivered to Dagenham Depot Arsenal requested them back. No idea why. They took my £240 instantly. This is the second time the shop have failed me.

Our original tickets were cancelled due to Match Day. Contacted the club, and James was extremely responsive and helpful in guiding me through the process of rebooking.

The Arsenal Automated phone systems told me to contact you with my complaint more then a week ago and have still had no response, I purchased my arsenal shirt from the amoury in London,.got back home to Bristol and noticed this was a faulty product, I registered a complaint with you initially and you finally responded,weeks later and told me to send it back via post with all relevant details and information, which I did immediately and the item was tracked to being received last Wednesday at 12:48pm. I heard nothing so I tried ringing the Armoury directly and could not get through to anybody, So then I was diverted back to official Arsenal phone lines who then eventually and 10mins of automated gave me the email I 'HAD' to write my query too. I still have heard nothing and this is getting ridiculous..I want my money back or a like for like replacement now. Disgusting how a fan of the club for 36years.is being treated! Please sort this out... I enclose my most 'recent' email to you :

Dear Arsenal Retail Support Team,I am writing to log an urgent product fault regarding an Arsenal shirt that I physically purchased at The Armoury store.I have just mailed the item directly back to the stadium store address via Royal Mail as per the official store return instructions for remote returns. The tracking reference for the package is AS392831328GB.

Please note that this return is for a faulty item, which overrides the standard 28-day change-of-mind retail policy under the UK Consumer Rights Act 2015. The shirt features a clear manufacturing defect on the back fabric: a faint, "phantom" Adidas logo error which was misprinted during production.

Because your automated phone systems directed me to file this email, I require a supervisor to manually log this case. When parcel AS392831328GB arrives at the stadium retail office, the team must inspect the back of the garment to verify the manufacturing fault.Please acknowledge receipt of this email, log the defect against my tracking number, and confirm that my statutory refund will be processed upon arrival. I enclosed the receipt with this item costing £112.50, Additionally, please include costs of returning the faulty goods of £10.95 which I have provided a receipt for also

James was fantastic in resolving my issue. He was very responsive, clear and fulfilled my request.

I ordered (A63724375) the new home and away kits for my daughter, had them customised with her name, champions patch on the arm etc. The club sent them with Evri and was told they would be delivered 28th July, it’s now the 7th August and I still haven’t received this package. I have sent multiple “Contact Us” forms on Arsenal Direct and have heard absolutely nothing. Evri have admitted to “misplacing” the package and have told me they would not refund me for losing the package and any attempt at getting in contact with Arsenal has been a nightmare. Absolutely shocking service from both of them, not Arsenal’s fault that Evri has lost the package but the communication and trying to get a hold of someone is disgraceful. Paid over £136 for 2 kits to have nobody get back to me after the courier company has admitted it has been misplaced.

A week ago I received a shirt with the wrong font on for the second time in a couple of weeks. I contacted customer service but have had no reply. I put a complaint about them on Trustpilot and they replied apologising and asked for the order number, I gave them this and have heard nothing about it since. I spend a lot of money from this company but when they get it wrong it is awful getting things sorted!

Trash store.
Had my order cancelled after they held my money for over a month.
Avoid.

Major issues with two recent orders which remain unresolved:

- Order: A58899536 - The first order was for two ‘champions’ t shirts. Arsenal Direct debuted my card four times (!) and despite contacting via the online form some days ago I have heard nothing back and am still significantly out of pocket.

- Order A63923679. The second order was placed by my wife for our new away kit, in size large, intended as a birthday present. When the kit arrived, it was a size medium. Again contact raised via the form with no response yet and no option to call or speak to anyone.

Unsure when or how either of these issues are going to be resolved.

Order number A63787399 spent £150 which was painful enough, but wanted my son to have a treat
Still not been sent after 3 weeks, can see on some reviews people are waiting weeks.
Arsenal have taken my money, but refuse to respond to any of my enquiries with regards to my order.
Really upset, customer service is appalling. I have one upset little boy.
Arsenal please contact me, at least give me my money back I've saved for 4 months to buy these products for a birthday. You don't even have the decency to refund me.
I will never purchase from u again.
You're behaviour as a club, taking people's money that have supported you all their lives it's fraudulent

The ordering process was smooth and easy and the dispatch to Evri was very quick. I can not undertake why you chose to use Evri as a delivery company. Their service is absolutely shocking. They had my parcel for a week before it moved and then kept getting updates to say it was going to be delivered and then updates saying it had been delayed multiple times. When it did finally arrived, the outer box was absolutely soaking. Luckily the items insider were well packaged so were all fine. This was a birthday present for my other half and even though I ordered it in plenty of time, it missed his birthday by 3 days. Please give more options for delivery other then Evri. I can see from the other reviews on here that others have also had a terrible experience with Evri also.

Booking was a really easy process, and James made it so easy to get confirmed, he was a massive help!

Awful service. I now have two missing orders with Arsenal Direct where Evri have said the package is missing and I cannot contact Arsenal Direct as its only a form online and still haven't heard anything. One order has been missing since the end of May and the second order totaling almost £300 has been 'lost' by Evri. Awful awful service and you can't speak to a human to resolve it. Shocking