Arsenal Direct Reviews 

Is actually the second time James has helped me with a couple of hiccups with my Arsenal orders. He has been really good and solved mi difficulties in a blink of an eye

Placed in order on 21st July for two items. One item arrived on 25th July with second item missing and no delivery slip stati g whether items were to be delivered separately. Order shows and complete and delivered in my online account and money for complete order has been taken. Completed online form on 25th July, still no response. Have also tried calling and emailing direct but neither are active. Absolutely disgusting customer service.

Order noA5813471 where is my order this is beyond a joke now, you’ve sent me an e-mail stating order has been shipped stating that I can track delivery here but there is no link to track the delivery?? IS THIS A SCAM I have never had to wait so long for a delivery it’s been nearly 2 months since I made the order with no update from Arsenal Direct this is absolutely shocking customer services

Absolutely awful , come home to a missing parcel after the delivery company left it on my front door step , normal companies have a live chat or a number , arsenal have neither , you pay £100 for a top which in this day and age is allot of money but have to fill out a form in which on there website says might be pushed to the back of the queue , now to wait for a reply and a replacement shirt to hopefully be sent out

I have tried so many times to contact customer services via the contact us form on the Arsenal website and I have had no response. Hoping I will now get a reply!

I placed an order A63705432 on the 24th of July and still have not received my order.

I then contacted Evri, the courier that had my item. Please see their response below:

Thank you for getting in touch with your enquiry regarding parcel T078FA0001408120 and advising us that you have not received it.

I have looked into this for you and I can confirm that we have been unable to deliver this parcel as it has sustained some form of damage whilst on its journey to you. When this situation occurs, our depot team will assess the extent of the damage. On this occasion, I’m afraid we had to dispose of the parcel.

I sincerely apologise for any inconvenience caused by this, I can appreciate this will undoubtedly be a disappointing outcome for you. Each parcel goes through several handling and transportation processes and on rare occasions, this may happen.

The swiftest way to resolve this matter would be to contact the retailer/sender of this parcel and they can make any further arrangements necessary for you, which may include a replacement or a refund.

If you need anything in future, please contact your Evri Customer Service Team and we'll be happy to help.

Kind regards,

Evri Customer Services

Can someone please get back to me and send a replacement and also refund my shipping as I feel this is way too long to wait for my order!

1 Star – Extremely Disappointing Customer Service

My experience with Arsenal Direct has been extremely disappointing.

My order was marked as delivered, but I never received it. I reported the issue immediately and fully cooperated with every request throughout their investigation. Despite this, I have now been waiting for weeks with no resolution.

The most frustrating part has been the communication. Responses have been generic, repetitive, and unhelpful, simply stating that the matter has been forwarded to another team. After sending a detailed follow-up requesting an update, I have now gone over a week without any response at all.

As the retailer, Arsenal should take responsibility for resolving issues like this promptly. Instead, I have been left chasing for updates while still being without the goods I paid for.

I expected far better customer service from a club of Arsenal’s size and reputation. Until this matter is resolved, I cannot recommend ordering from Arsenal Direct.

EDIT - 7 days since posting this, I have done what Arsenal have said and I haven’t even received a response, if I could go lower then one stars I would.
Additionally, the investigation I started with even I was told to contact retailer which has again amounted to no response. So unprofessional.

CHARGED TWICE FOR ORDER
I always buy my Grandsons shirts from Arsenal direct but never again purchased 2 26/27shirts I have been charged twice so 2 shirts have cost £444 I have sent 3 web forms the last one twice 24/07/26 and then 31/07/26 still no reply unable to speak to someone so searched for an email I got an email address but guess what it’s no longer manned and reply says to send a web forms… having to do charge back via my credit card provider awful customer service for such a big club !
Very disappointed ☹️

Ordered over a week or so ago for my son's birthday.They said it would be delivered in 4-7 days.Now just got a message that dispatch is delayed so my son won't have his present on his birthday and it's being delivered by EVRI who are notorious for missing/stolen deliveries.
Really advise against using this website.Better to go to the shop and buy in person.I would give 0 stars if I could...be warned! .I am in London,UK
Uodate:After opening up a complaint ticket things moved ahead and EVRI delivered today

*UPDATE*
After leaving the below review Arsenal got back to my review below but not from the online forms. They than emailed me asking for more details. They are now sending out my missing item so for now ive given them an extra star rather than 1 star and let's see if this parcel turns up and how long it takes.
Original order date 24th July
Delivered 30th July
Contacted straight away regarding missing items on 30th July
Trustilot review left on 2nd or 3rd August - After a few emails on 5th Aug between Arsenal and myself they have processed a replacement on 5th Aug now let's see!
___________________________________________
I ordered 3 kits- 2 kids kits and 1 adult kit which were all gifts for special occasions. The Adult kit never arrived but both the kids kit did.Contacted but no response. Cant speak to anyone on the phone and im still chasing. I wished I looked at the reviews first before spending £172. I will not be ordered from Arsenal ever again! I just want my refund!

Order Number A64039293
Evri haven't delivered my Arsenal shirt and £111 has been taken out of my account. I'm not happy and there is no customer service number to talk to anyone at Arsenal Direct I've now contacted my bank. Someone has obviously stolen the shirt via Evri judging by other customers reviews on here. I need a replacement and delivered by another courier or a refund as this is not acceptable

I ordered three items from Arsenal Direct (Order Confirmation Number: A63164656 - home shirt, mug and T-shirt) but only the home shirt and mug arrived.
I immediately contacted Arsenal Direct via their online form but have received nothing other than the automated response and it has now been nearly 2 weeks and it is not possible to speak to anyone to complain. What absolutely awful customer service.
In addition, the writing on the mug is now fading away despite only being used twice and so I would like my money back.

Extremely disappointing experience with Arsenal Direct

I placed an order with Arsenal Direct on 15 May 2026 for a home shirt and mini kit (Order A57316713). It has now been over two months, and I am still waiting for my order to be resolved.

I have made numerous attempts to contact Arsenal Direct to get this issue sorted, but despite repeatedly trying to resolve the matter directly, I have been left without a satisfactory solution or clear resolution.

It is extremely disappointing that after waiting this long and making multiple attempts to contact customer service, I now feel that leaving a Trustpilot review is the only way to get some attention and hopefully have this matter resolved.

I expected much better service from Arsenal Direct. I would appreciate someone from the team taking ownership of this issue and resolving it as soon as possible.

Arsenal as requested
After my review
A63771204 Order number !
Top rolled up in a bag !
Didn’t even look authentic!

Ordered the Champions Top: appreciate took time (over a month - as most waiting, one enters payment details for deduction, when top is available). Problem 1 when it comes it's a slim fit, medium. Ordered a regular medium. Try to return it, less than a week after receipt but Problem 2 - online says "order outside the returns window" - you have 14 days statutory and Arsenal Direct say they offer 28 days. Problem 3, I find that whilst payment was deducted on 27 June, the day before dispatch , I find out they have also charged me earlier on 22 June!!!!!! Another £148!!!! So put this all on their customer service form; they respond 2.5 weeks later but only about the wrong order; not the double charge. In this response on email; they say will investigate the order, want me to take photos of it?! And if there’s anything else. So I upload the photo but also tell them that they need to address the double payment. No further responses a week later. They never had permission to take a payment twice and concerned that this may be more than just computer error. Such action may be a breach of the contract they issue with selling this product by taking a payment twice: section 9.7 states “We will not charge your credit or debit card until your order is in the despatch process”. It was not being dispatched in and around 22 June.

Less than 1 Star

This has been one of the most frustrating online shopping experiences I've had.

I ordered an Arsenal shirt for my son's birthday on 7 July. I was told it had been dispatched on 8 July, but the tracking simply showed it as delayed. I received no updates and no communication from Arsenal Direct.

After repeatedly trying to contact customer services, I eventually discovered that the parcel had been lost in transit. This was only confirmed after I chased them. I was then offered a replacement (Order A64216324) and was assured it would be sent by express delivery and arrive by Wednesday, or Thursday at the latest.

It never arrived.

I emailed again requesting an update, a refund if delivery wasn't possible before I went on holiday, and details of the complaints procedure. I received no response at all.

The biggest disappointment is that this was bought well in advance for my son's birthday. Had Arsenal Direct simply been honest about the delays, I could have bought the same shirt from another retailer. Instead, my son went without the present I'd planned, and I'm now left chasing a refund.

Mistakes happen. Losing a parcel is unfortunate. What isn't acceptable is the lack of communication, the broken promises, and having to chase every step of the process.

I expected much better from Arsenal Football Club. Sadly, the customer service has been poor from start to finish.

Ordered a signed shirt for my fiancee a month ago for our wedding day, the package got re-routed back to Arsenal depot and no further updates. I've been chasing for weeks and not had any reply.

UPDATE - NEW SUPPORT TICKET HAS BEEN SUBMITTED.

Ordered a shirt for my dad’s birthday over 2 weeks ago, a few days later I got an email to say it had been dispatched and was given tracking number. 11 days later still no item and the tracking says still waiting for item…. I’ve tried to contact Arsenal so many times over the last few weeks but had no response to online submissions and there’s no contact number!!! We need this for Saturday otherwise have to get him a new present. I’m so disappointed and upset as me and my dad come to games together a lot and are valued members but this has put me off ever buying off the website again. So upset it’s ruining my dad’s present. 😔 order number A62446510

I placed an order for the normal 26/27 homr kit with my name and number on it on the 26th of July and haven't received anything not even an email apologising for the delay or even a reply to my multiple emails to them. I am not happy as other football company are getting their shirts out quick as my husband order his shirt from chelsea the same day and had his today.

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