Arsenal Direct Reviews 

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

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."