Dan & Phil Shop Reviews 269

I purchased the Terrible Influence Tour t-shirt through the website, which claimed that the shirt was 100% cotton. However, when I received the shirt, it was the wrong material, 52% cotton and 48% polyester. Upon reaching out to customer service requesting a replacement with a garment of the advertised material, they claimed they were unable to do so, because "management decided to change the garment on this product." If they can't provide a 100% cotton t-shirt, they should not be advertising it as 100% cotton.

Update: After posting this review, Martyn reached out to me and sent me a link of what the base shirt should have been, which was 100% cotton. The incorrect material hopefully was just a mistake from the shirt manufacturer. Martyn also sent me with a replacement shirt that is 100% cotton and covered the import tax on the item. I am grateful for his efforts to resolve this issue.

I've been ordering from danandphilshop since 2018. The items I've received are of good quality, sometimes a bit pricey.
Recently had to cancel an order - had to email twice, but they refunded me right away, very kindly and without hassle.
Only downside is that sometimes orders don't come with tracking and the delivery takes a while, but since I'm from Asia that is mostly expected.

I ordered photocards in April which didn’t get shipped until late June. I never received them and Royal Mail says that they are still expecting it. I’ve emailed customer services multiple times and they have never been helpful and now no longer respond. I heard the only way for action to be taken was to leave a review here which is shockingly poor customer service.

Unfortunately quality and customer service have declined. I used to be a very happy customer, been ordering from the shop for almost 10 years now. They used to always reply to my emails quickly and in detail, and I never had any issues.

These days I won’t even receive a reply. In addition, I waited for months for the Terrible Influence merch drop only to find out the shipping for the photocards was twice the amount of one pack of cards, so I couldn’t justify buying them. Photocards weigh nothing, so I emailed them to ask what the rates are based on (both UK and EU shops) and never got a reply. Now with the warehouse sale, the same issue persists and I still haven’t received a reply. I’m deeply disappointed as this was the first time I wasn’t able to buy the merch that I wanted.

There are some obvious problems with the shop these days and I hope they get fixed in the future.

Martyn has been an absolute gem to communicate following a few blips throughout this experience, however he made every effort to rectify the problem and left me with hope and gratitude.

Like many others, I had the unfortunate experience of waiting 8 weeks for my first order, and also followed up with the customer experience team regarding issues that came with it. Duplicates, damaged cards etc. But the team were very responsible and open about the issues they had and the actions they were taking to resolve them, and in the meantime have compensated so many fans, including myself, with extra pcs, signed art cards, limited edition cards, discount codes and more - which I can only imagine went really into their pocket considering the generosity that went into the wave of people that decided to start some kind of movement here. I’m leaving a review as I don’t believe an unfortunate warehouse issue is reflective of this company at all - having been a customer for over 10 years, if there is or has ever been an issue, they have always put the customer first to resolve that and I appreciate that, even more so on this scale. And big thank you to Jana for all the help with my issues!!

I've personally hardly ever experienced a with purchasing products from danandphilshop but recently I've had to request a replacement Terrible Influence Poster. The one I originally ordered came mostly fine apart from a fair number of visible pixels in the print, my replacement has arrived, and it's of even worse quality. There are still pixels in the print and even a chunk missing around someone's mouth on their face. While this could be ignored, it's unavoidable with how enlarged the design is. I would believe this to be a printing issue, but this only adds to poor quality control. Another small problem is receiving collectible photocards with two of the same cards in 1 out of 5 packs I ordered despite the company issuing a statement saying they were fixing the issue with the "randomness" of the photocards.

Received a damaged product and customer service was extremely helpful and promptly sent a replacement. However, I just got my replacement and it’s another damaged poster. Not worth the hassle to contact them again over a $10 poster, just frustrated about the quality control. Everything else I ordered arrived in great condition and is good quality. Hope this is an issue that can be fixed for future orders.

There have been significant issues with the latest merchandise drop, which has left everyone upset and resulted in the receipt of poor-quality items. I received duplicate photocards in my first order which was very frustrating given that the packs were $10 a piece. That wasn't the main issue; I believe customers are not being treated fairly in the way issues are being addressed. Customers were receiving signed items and VIP packs as replacements, whereas others like me were left in the dust with regular packs and no signed merchandise. They kept throwing in extra packs as if that would make a difference, but I ended up with 9 packs of cards that contained not a single shiny card. Every customer should be receiving the same compensation for issues, but that is not what has been happening. I have been in constant contact with US and UK Support, and everyone has given me different answers or left me without any response at all. I was told the VIP replacement packs were first come, first serve but I disagree with that. It is not fair to promise some customers a better chance at shiny cards and not to others. Out of 9 packs I received not one shiny card and ultimately received more duplicate cards. It is unfair and frankly very frustrating. Someone who had an issue at the exact same time as me was promised VIP packs but I was not. What is the logic behind doing that? It puts some fans at a disadvantage. I would also like to point out that my photocards were thrown loosely into a mailer and the mailer was shoved and bent into my mailbox, causing damage to the photocards. If anything, they should be securely packaged in cardboard but they were not. It is deeply frustrating to spend all this money to receive defective items in a way that could have easily been prevented. At this point I really do not want to purchase again from the shop because of how disorganized and unfair it is. I and many others deserve to be treated the same. I am highly disappointed once again in the service of this company.

Like almost every fan on here my son - who is neurodivergent and already had real trouble with himself when the tour tee we bought in Akron fell right apart in the washer - bought another tee and some photocards with the online merch drop in May. We still have nothing! We have no reply to our emails! We had no confirmation except I screenshot the purchase page as proof and the money came out from my account. I need to say this to all of you posting your emails and complaints and feeling your pain - Dan Phil and this Martyn whoever he is are all partners in this store. And YES I did a deep dive because that's what a mom at the dark end of her patience with a son who is waiting for the mailman every day does. They are directors on the Companies House for IRL in the UK and they are directors in Spacepants in the US. It's not a big separate merchandise company. Your idols are responsible for this! They get the profits! They are making millions from us and they are laughing about it. They choose cheap and crummy fabrics, they don't hire a proper team, they tell people that they pre-ordered when in fact they ordered, which is FRAUD and then they write emails like the ones on Twitter asking people not to leave bad reviews in case it hurts their business. Are you ****ing kidding me??!! If Dan and Phil really cared, they would have had this Martyn fella hire some proper people and make some proper merchandise. If the lines at the other shows were anything like ours then make no mistake, these men are making their fortune off of all of us. Stop buying it, stop watching them, they're making fools of us. I've got one of my girlfriends who is much better on the computer than me to make up a tee that looks like the tour, and scan the images from Twitter onto cards so that we can mail them to my boy and move on from all of this. At least I know the quality will be good. SHAME ON YOU for treating your fans in this way.

I ordered photo cards from the terrible influence merch drop on May 25, 2025. I only received my order today, July 19, 2025 after multiple emails were sent to the company. The company told me my order was taking so long because they were making sure my photo cards were randomized after a previous issue however, when I got my cards they were almost all duplicates and 2 were misprinted. I am very disappointed.

I sent an email 5 days ago about my hoodie falling apart at the seams and it was met with an automated response today that was completely unrelated and otherwise left ignored.
Also according to the updates, my photocard order was supposed to ship on Monday, however I have had no tracking nor further updates about them.
The customer service communication seems to all over the place still and this particular merch drop has been frustrating.

Edit: after this review i was contacted by Martyn (director of irl merch) who helped me with a prompt replacement and also compensated me with bonus items for my troubles. i do wish it was easier to begin with but i appreciate his help and how fast he got it all sorted out so have changed my review from 1 star to 3 stars due to this.
never have i ever been more disappointed in a company. my order took over a month to even ship despite it not being a pre order and then when it did ship the quality was so bad that it genuinely fell apart after 2 wears. i emailed about this and was ignored and sent a generic email that didn’t address my issue. they have also sent out pixelated posters but the customer support was so shockingly bad that u figured i’d just cut my losses on that and focus on the hoodie. the price they charge vs the quality they deliver is shocking and i will likely not purchase off of them in future.

Despite some initial roadblocks regarding my order, customer service was extremely patient and thoughtful. I was even partially refunded my shipping costs for all of the hassle! Even with the influx of issues from many, I was able to have a 1 on 1 to clear things up and get my order on the right track to delivery. Very kind people

EDIT: IRL Merch sent me an email after I wrote my initial review, apologising for the delay and offering me a selection of choices to rectify the issue and the inconvenience caused. I’ve changed the rating to 3 stars for their willingness to go above and beyond (sending extra photocards, a signed photo etc), but it still felt like I was conceding in a way, as they had appeared to forget about my order until I wrote a negative review.

INITIAL REVIEW:
Like so many other people here, I was one of the recipients of duplicate photocards in an already extremely delayed order with no confirmation email or communication from irlmerch. I ordered 2 packs of photocards on the 25th of May, didn’t receive them until the 19th of June and then filled out the form for 1 pack of replacement photocards on the 20th of June. I received a response that stated, “please give us this weekend to get your replacement sorted”, so I waited and…nothing. For 2 weeks. So, I emailed again on the 3rd of July wanting to get some clarification on whether there were delays to the shipping of the photocards because surely it wouldn’t take this long to post out ONE pack of photocards. The next reply I received said my order was on track for delivery by “next week” or the “second week in July” (which WAS the next week), so I waited for the photocard pack to arrive. Unsurprisingly, it did not arrive. This week now marks a month since they promised to send out a replacement(!!)

I’m genuinely just so baffled by the appalling service at irlmerch – I don’t understand what happened. I’ve also seen people who ordered later than the 25th of May receive their orders (with photocards), so this makes me think they’re prioritising certain people. Like people who write reviews on Trustpilot. Or people who ordered more things. So, if I spent £200 instead of £20, I wonder if I would have received the photocards by now? It’s just frustrating because it’s leaving me in a state of suspense. Are the photocards coming? Are they not coming? I know it’s only one pack but…it’s only ONE pack and they couldn’t have sent it a month ago ? And there is no communication unless you email them first yourself. Or unless you ask for a refund – something that I did yesterday and conveniently received no response.

I did still spend money on a product, received something less than satisfactory (duplicates that they admitted should not have happened), emailed for a replacement (that they offered), and yet??? The reason why I’ve even waited this long to complain is because I was fine with giving them the benefit of the doubt. 1. Because I’m a fan and 2. Because I’ve ordered dnp merch plenty of times before without any issues. Basically, I just want a refund(!) - either they haven’t sent the cards because I’m hypothesising my order isn’t priority enough or it’s lost in the post. Either way, the novelty of getting the photocards has worn off.

I’m unsure if there are actual people working in the Australian customer service team because I can’t seem to get any kind of response other than random automated emails. I have been chasing up my photo card order I placed on the 26th May, and thankfully Jana from the UK customer service was actually helpful so thank you to Jana and Jana ONLY. Not a single real human has responded to my emails from the AU customer service email address. I received my order confirmation after a month and half. Then was sent an update about photo cards that was incorrect. And half an hour ago I received another email apologising about my order of a tour poster being pixelated and offering a replacement when I never even ordered a poster?! I don’t even think posters are on the merch site?! It is absolute nonsense and completely beyond a joke at this point. I feel like I’m being majorly messed with and scammed. I have never been screwed around so much by a so called “customer service” team. It’s pathetic.
Again, thank you to Jana ONLY who chased up my order for me and got me answers. IRL merch, if you guys have any real people working in Australia, you need to fire them because they’re useless.

I think I’m finally done ordering from this shop. The quality is just never what I want it to be. I waited MONTHS for the tour patch jacket and finally bought it but the quality is AWFUL. It’s literally standing up on its own even after washing. I’m so disappointed and wish the merch quality was better.

i have bought from this company for years now and the quality of merch has gone incredibly down hill, my parasocial tit merch I got from London night three has faded in design and the bracelets that I've ordered, two of them actually fit my hand and the other is incredibly stiff and has unfortunately snapped which I am incredibly disappointed in as this was one of the merch items I was looking forward to

Just received my most recent order from this shop and am happy with the experience. My order was packaged well, everything was protected, looked great, and all the items in my order were in the package. When my package was shipped, I received an email with tracking and shipping information, which was appreciated. I plan to keep ordering through this shop as I enjoy the merchandise and have continued to have good experiences with the shipping processes. Thanks!

Customer service was extremely thoughtful. Despite some issues with customs, they were kind enough to refund me the customs charge and help me figure out what the issue was. Apart from that, the merch is great quality. I was forced to stop wearing only cuz it needed a wash, and I’m once again wearing it because it’s perfect for the chilly weather where I am! Incredibly happy