Arsenal Direct Anmeldelser 

Order: A63299219
This shirt order for my son's birthday present was shipped on 21st July and promptly lost/stolen by Evri. As the sender, Arsenal Direct is responsible for refunding or replacing. However, despite my email to them on 25/7/26, I have heard absolutely nothing as of 30/7/26. You cannot phone them directly either. It seems their system cannot cope with the volume of issues it is dealing with. Terrible customer service as it is non existent
Update: 1/8/26 Evri has investigated and confirmed in writing that it is lost. How on earth am I supposed to get a refund for my £110 purchase when customer service will not respond? I may have to resort to the small claims court
Update: 2.8.26 Thankfully, this review prompted a response and I have now received a refund. I received an email with profuse apologies, talking of unprecedented demand etc.. and saying they will be looking into the Evri delivery issues. Hope they will change their courier and sort out the awful failures in their customer service system. I appreciate that couriers can let companies down but it's how Arsenal Direct took far too long to respond and made customer service completely uncontactable which meant I had the painful and time consuming task of chasing Evri. All of which leaves me very unwilling to order anything with them again. They have offered a 20% discount for any future orders but I am not going to risk it. A sad state of affairs as lifelong club supporters and the first birthday my son will experience without a new Arsenal shirt to add to his collection :(

Ordered 3 champions shirts and a couple of other items on 27 May. Dog bowl arrived soon after and knew the mugs were a pre order but shirts were showing as in stock when ordering. Mugs arrived about 10 days ago but no sign of shirts. Like others, now getting zero response from support services despite several messages. Have now received a request to rate the shirts!!!! Disgraceful - will be instructing cc to get our money back if shirts not here by next week

Order A57350820. We placed an order following the title win in May, which said delivery mid-June on the website. Still hadn't received it mid-July, but gave a little grace. It eventually turned up, but looked as though it had been repackaged and I have no idea what happened to it but all the items were damaged and unusable. There were rips and staining.

I understand this may have happened at Evri, but delivery is the responsibility of Arsenal Direct and it doesn't excuse the poor customer service. I contacted them immediately to resolve, and 72 hours later I've had nothing back. You cannot ring them, and the email address is not monitored, so you can only submit an online form.

We spent over £100, and that is quite a lot of money to a lot of people. We would like it refunded asap. Currently you took our money 2 months ago and we've got nothing but damaged goods to show for it.

They used being busy as the reason for the order being late. Come on Arsenal, did you not anticipate being busy when we won the Premier League for the first time in 22 years? Put on more staff to cope? Or at least make the website dates accurate.

Unfortunately this isn't the first issue we've had with Arsenal Direct, and the reason was the same in May 2025. That time they were "working through a backlog of printed orders". Then advised me that they didn't have anymore "RICE" printed shirts so I couldn't have it and offered me other players. How is it personalised, and therefore unreturnable, if they only have a limited number and therefore clearly not printed to order.

They have had plenty of time to sort this issue out, but unfortunately the communication and delivery times now seem to be much worse.

Disgraceful service. I appreciate the demand but they knew there would be a demand and were very quick to put all the items online the night of the win and yet now aren't getting back to anyone. I've been charged for items that have never arrived, I've been £55 overcharged because they've just taken random amounts and money from me in June. I've had emails saying items have been dispatched in June and they've never arrived. There has been ONE email update since May to say rest assured the items are being sent out in June, it's now almost August and nothing. I've sent 2 message requests and had nothing back. Yet they can respond to people on here because they're getting bad reviews. Absolutely disgusting service, won't be ordering directly from them ever again.

I, like many others on here, am writing a review in desperstion that someone will respond. No contact from Arsenal Direct despite leaving 2 messages and you can't call them.
I ordered a standard shirt (no custom printing). I need to return it to get the correct size, but your online returns portal is completely broken and falsely claims my item is non-refundable.
I filled out your online support form on 7 and 10 July. Well within the 28 day returns time. No response.
All I want to do is simply return the shirt, get a refund and then bring my son into the store and get the right size.
Please respond.
Order no. A59513425

I ordered a home shirt and it arrived damaged. I was told I could return it but the website will not let me as it's personalised. Since then I haven't heard anything for two weeks. I ordered another one while I waited and this arrived damaged too. Still no reply. I would avoid buying direct and shop elsewhere.

Worst customer service ever!They don’t know what’s happening with my order!On email they write that they send it out,but in chat no!Don’t order from them anything!Order number GE13007566335GB!

We ordered the new home kit for our son in May, we still have not received it and have had no correspondence from Arsenal regarding this. We have tried to contact Arsenal Direct several times just to be told that they are busy. The phone number just cuts out and automatic e-mail address response states that no e-mails will be replied too.
We have since ordered the away kit for him and have received no order confirmation. Yet the money (Over £200) has been taken from the bank.
As you can imagine our son is very disappointed.
We are now looking at opening a claim with PayPal to try and get the money back.
If you are thinking about ordering anything by it might be easier to go to the shop or get it from adidas.

*UPDATE*
I have since received contact from Arsenal's E-Commerce Customer Service Executives, who have been very helpful in resolving this matter. Communication was clear and their responses were prompt. They expressed their apologies for the delays and issues with my order, and have resolved the issue with my order efficiently.

*Original Review*
Placed an order for Champions Collection items in May following Arsenal winning the premier league, however, I am still yet to receive the items I ordered and paid for.

I received an item from the same order that was not part of the Champions League Collection in early June. I then received an email from Arsenal Direct stating that my order had experienced a glitch and that only part of my order had been shipped. This email also stated that the rest of my order would be shipped by the end of June or sooner. However, it is now almost August and I am yet to hear any update on the status of my order.

In the meantime, I have submitted numerous online contact forms since early July and have even tried calling their number as well. Despite these efforts, I still haven't received but haven't received any response from Arsenal Direct. I understand that it has been an incredibly busy period, however, the delay and lack of communication regarding the status of my order has been extremely disappointing and frustrating.

Unbelievably poor!! I cannot believe this is the official store of a large corporation. They appear not care.
Seems my experience is the norm. Ordered a bag for my sons birthday mid June and still not here end of July and no response of any kind despite 3 on line forms completed. Have reported to trading standards and trying to get BBC Watchdog to have a look.
Anyone have tips or ideas on how to get a refund?

Despite contacting customer service a number of times over the last few weeks I have heard absolutely nothing so feel I have no choice but to leave a review.
Do Not Order From Here Until They Sort Their System Out!!
Ordered a Champions Shirt and a Home Shirt for my nieces birthday. Money taken, no delivery. Received a refund with no information as to why for the Champions shirt so ordered it again on next day delivery. Second shirt arrived (not next day though!) and then money was retaken for the first shirt and sent out. Want this one returned and a full refund but can't get hold of anyone. Furthermore, the home shirt has STILL not arrived. Totally missed my nieces birthday now. Unable to get hold of anyone, don't receive any emails back to sort this out. Massively disappointed. Avoid!

Placed an order over 3 weeks ago for £175 - a present for a friend, which included the Home shirt with the Champions League badge. There was no notification of delays. The status is 'It's on its way', which is obviously a lie. Can't get through to Customer Service by phone, when I submit a Customer Contact form, I get the automated Supporter Services response. I have no way of knowing if I'm ever going to receive it. No updates at all. Such terrible service. I will never buy from them again.

Order A63352021. I ordered a personalised shirt and received it faulty. It looks like the shirt was folded and stuffed in a bag immediately after the printing was done when it should have been left on a flat surface to cool and it is permanently creased as it seems to have been printed on a crease in the shirt which is appalling! In addition, a small gripe but the bag it came in was not an official red arsenal bag like it normally does. It came in a grey generic plastic bag as if I ordered off of Vinted! The name on the back of the shirt is also wonky and creased due to it being stuff in a bag before it cooled. I can't call in to speak to someone so I sent an email which has been unanswered for a week now and counting. This is the first time I've had an issue with Arsenal Direct and I'm shocked how bad the process is to get customer service for a faulty product and also shocked at the lack of quality control over something so simple! I would like to be contacted asap as I want this resolved.

UPDATE: They finally got back to me but continue to take weeks revolving this issue.
The latest is them offering me a 'good will gesture' of not fixing the problem but instead giving me back the cost of the printing (£26) which is unacceptable. In any other shop where a faulty product is sent to me I can get a refund or exchange with no problems. I just want a shirt which has been printed properly. Why is that so hard?!?

Absolutely disgusting. I am an
Arsenal fan of 55 years and I can’t believe how they are so disorganised with their retail department. Like many others I cannot get through to speak to anyone about an order that was ‘shipped’ in early July but has no tracking reference. We are PL champions - us fans don’t want to hear that they are ‘busy’ and can’t answer customer queries. Employ more staff!!!! You are risking becoming an embarrassment as league champions- perhaps Mikel needs to be questioned about this at a press conference because it is clearly distressing to many fans who have placed orders in good faith and then hear nothing when something goes wrong with the order.

Order A62373441. Received a faulty personalised shirt. Your automated returns portal blocks personalised items, your support email is dead, your phone line refuses to help, and my web form submissions are being completely ignored. I require a human agent to contact me immediately to process this faulty return under the Consumer Rights Act."

How are you actually supposed to contact customer services? Cannot ring apparently they don’t deal with retail queries over the phone. Sent multiple contact us forms with no reply. Evri said my parcel was damaged and sent back on the 17th July yet I’ve heard nothing despite saying I don’t want a refund I want the items I ordered! I can go no further with Evri as as far as they’re concerned they’ve sent the parcel back. Order number is A63200049. I appreciate they’re busy at the moment but the service here is shockingly disappointing.
Update 3/8 my order has now been resent via dpd after Arsenal finally contacting me 2 weeks after my first contact form. There is clearly a massive issue with Arsenal/evri as evri claim the order was sent back damaged and Arsenal say it was lost, and reading the comments here there’s lots of similar it’s simply not good enough but hopefully tomorrow I finally receive my husbands birthday presents I should have given him on the 22nd July!

Order No.: A62413655

I ordered an Arsenal adidas 26/27 Home Baby Kit with personalised printing for a special celebration, but after waiting for the order to arrive, I was extremely disappointed to discover that the custom number was printed incorrectly.

The whole purpose of ordering a personalised shirt was the customisation, and Arsenal got it wrong.

I have already submitted a customer support ticket, but after reading the many recent reviews here about customers not receiving any response at all, I have very little confidence that this issue will be resolved promptly.

It’s incredibly frustrating to pay extra for a personalised item only to receive the wrong product.

If someone from Arsenal monitors these reviews, I would appreciate it if my case could be escalated and addressed as soon as possible.
**Order No: A62413655**
**Ticket No: 5929640**

I was charged for an item twice from the Arsenal Champions range, with poor service given to me in attempting to get my money back. I ordered the Arsenal Champions Trophy 25/26 Black Long Sleeved T-Shirt on Wednesday 20th of May 2026, alongside the Navy Crew T-Shirt and the Champions home shirt. I was sent shipping confirmation 21/05/26 that claimed the Long Sleeved T-Shirt was shipped alongside my kit despite claims this item was a pre-order. I was charged for both the kit and the T-Shirt. I received the kit 22/05/26 but there was no sign of the T-Shirt. I then contacted you via form on the same day and received no reply until 27/05/26, when I was told what I already knew; that the item was a pre-order and would not come until an unspecified date. The problem with this is that the website explicitly claims that you cannot charge for pre-orders until you have stock of the item, yet I was charged anyway. I attempted to contact Arsenal Direct again raising this issue, and I received no response. POOR! There is no other way to contact you, why bother in the first place if I am going to be ignored. A month passed by and I was sent an email that the Navy Crew T-Shirt was being sent, but nothing about the Black Long Sleeved T-Shirt. On my bank account I found a pending charge for the Navy Shirt and the Black T-Shirt again, despite paying for the latter already. I gave it time and was sent the item on the 26th of June, where I was sent the item but still had a pending charge. I sent another form on the 26th of June to raise this issue and was given no reply. Despite this poor service once again, the pending charge had vanished, so I moved on thinking the situation was resolved. This was not the case however, as I found I had been charged Friday 24/07/26. The pending charge was not gone, it was concealed and I was charged a month later. This is abhorrent and disgraceful service. I have been messed around for 2 months over this item, and have contacted you four times to no avail and a never ending over-charge. I demand a full refund for this item, I warned you in June that I would bring this up to my bank and now I will. This is supposed to be a time of celebration of the club's great achievement, instead you have embarrassed this great club with your abhorrent, disgraceful and illegal services. Absolutely vile, I will never shop with you again and recommend others follow suit. AVOID!

As you can see from countless orders from customers on here Arsenal Direct is not working in terms of fulfilling orders and basic communication. It's an interesting balance to the cherry picked reviews on the Arsenal website.
In 2 months, despite several messages to them they never responded. The only contact they make is via TrustPilot to get the reviews edited - that's really bad.
Its not an excuse to say you are busy - run an operation that meets the demand you are marketing and stop treating customers so badly.

UPDATE - Finally a response from Arsenal over 2 months after my order. Funny how suddenly interested now there's a fair review of how bad they are (don't take my word read the other reviews on here) - rather than me provide you with the order number why not just respond to the countless messages I've sent you via the route you advertise to contact you on?

Update: Order A60172547

Following this review, Arsenal Direct finally contacted me and apologised for my experience. They acknowledged that their online returns portal was faulty, manually arranged my return and asked me to provide proof of postage. They also said that, as a gesture of goodwill, they would issue my refund upon receipt of that proof of postage and asked me to update my review once the matter had been resolved.
I returned the shirt using the QR code they provided and sent them the proof of posting the same day. Royal Mail tracking confirms the parcel was delivered to their warehouse.
Unfortunately, that is where communication has stopped.
I have received no acknowledgement that my return has been received, no confirmation that my refund is being processed, and no indication of when I can expect my refund.
Having already been forced to leave a Trustpilot review simply to get a human response, I now find myself having to chase the refund as well.