Kitbag Reviews 8,088

Ordered a football shirt on 25th of May, for it to be delivered before Saturday. (2 business day delivery), paid 6.99£ for the delivery. It’s 28th of May and the order is still “processing” I also emailed their customer service on 25th of May to ask about the order if I can upgrade the item but no response. I wouldn’t waste your time with them. Had to cancel the order and go elsewhere

I have received my order for the 2026 Arsenal kit with "Dowman 56" on the back. However after opening the packaging I had noticed the sizing of the numbers in particular are abnormally large. The proportion of the numbers to shirt are extremely large the numbers are surely for adult size shirts.

My son was so excited to receive the kits before the weekend and now he can't wear the shirt. This is very disappointing that staff at Kitbag can be so carelessly make such a critical error do the staff not take any pride in their work and the companies reputation?

It's frustrating that the staff member knowingly made the mistake and instead of taking accountability they continued with processing an incorrect order.

Do better Kitbag team, this is unacceptable.

Adrianna, You have really turned my perspective around on the company and after having you resolve my issue so promptly I would consider purchasing from kitbag again. I have upgraded my review due to your actions. I truly hope your company value you! Have a great day.

Ordered an Arsenal shirt from Kitbag with express delivery specifically so it would arrive before the Arsenal parade. During checkout, I entered my postcode and selected my address from the lookup provided, as I normally do when ordering online.

A few days later, Royal Mail updated the tracking to say they could not identify the address and the parcel was being returned to sender because the address was incomplete/incorrect.

What I find unacceptable is that Kitbag still dispatched the order despite the shipping label apparently only containing my name and postcode. At no point was I contacted to confirm or correct the address before dispatch, even though this should have been an obvious issue. Most retailers have systems in place to validate incomplete addresses before sending parcels out — especially for express delivery orders.

Trying to contact customer service made the situation even worse. Every time I selected the option saying I had an issue with an existing order, the call would ring once and then leave me waiting with no answer. The only way I could actually get through to someone was by pretending I was calling to make a new order, which says everything about the level of customer support being offered.

To make matters worse, because this is the week Arsenal won the Premier League, the shirt is now sold out, so I can’t simply reorder it. Customer service have completely pushed the blame onto me and taken no responsibility whatsoever for sending a parcel with an apparently incomplete address.

This was supposed to be a great week celebrating Arsenal winning the league, and instead it’s been completely ruined by a genuinely awful customer experience. Really disappointing service from a company you’d expect to handle online orders properly

I purchased a Edmonton Oilers Mitchell & Ness Power Play Jersey 1979 Wayne Gretzky for my husband for christmas and the item arrived promptly and was a very well made and fantastic item. However it was too small and I had to send it back. What I went through to get any one to respond to me was crazy. It took me 6 months! But I must say that when I finally found someone they were amazing and I ended up with the correct sized item in the end. While i would not recommend their customer service through the email address , as I must have sent around 15 emails without receiving any respond, I would highly recommend the items they sell and their Facebook messenger customer service. The facebook customer service was outstanding, kind, and responsive. If you have any issues i would recommend this channel to get things moving. Thank you very much to Charlie and Ashton. What a great team!

They sent me the wrong size and they sold me a fake arsenal shirt and won't let me return it

Yeh good selection of apparel, fast delivery.

I recently ordered online a Juventus Third Shirt the authentic version with player printing on the bag. The shirt that arrived is quite clearly a fake/copy shirt! It is two sizes smaller than the advertised sizing, the product tag string has clearly been previously untied and retied again, and more telling the internal ticket product code reads IP8211 instead of KC3487. This is very disappointing for such a huge company to be selling knockoff shirts pretending they are the real authentic ones.

Thanks for a broken in to many pieces cup kitbag . Item came smashed up . What a waste of money

I received 2 fake Messi authentic jerseys from kitbag
I have the authentic away purchased from adidas Australia
to compare
The 2 jerseys from kitbag are completely different
No hologram logo ,no product tag different material on 2 jerseys make sure you use PayPal with these guys.
There return portal was not eligible for return on this item
I have logged a refund from PayPal.
I Received a refund offer
if I return the jerseys
which I posted today
I then had pay $100 AUD out of pocket to return the jerseys to kitbag in 2 weeks
which postage has not been offered to be covered.
If I want to regain the majority or my money
I have to follow kitbag instructions and demands.
Regardless of the outcome or kitbag reply’s to this issue
If Kitbag sent legitimate jerseys in my order in the first place
I wouldn’t be out of pocket $100 AUD being "Penalised" for being a customer.
It very difficult for myself currently to understand and accept this return postage charge without being disappointed and unsatisfied with kitbag.

The shirt i received was screwed up and shoved in a bag, like it had been returned by someone else. When I opened it, it was the wrong shirt. I emailed customer service - no response. I phoned customer service and the shirt I wanted is out of stock. I presume they just sent this hoping I wouldn't notice. Customer service was also difficult, as I couldn't understand her and offered no apology.

Sent the white united shorts with blood stains on them. Tried to get in touch about returning the item and was completely ignored each time ! Wouldn't buy another thing from here

At first I had received an error shirt, but after writing a review the company contacted me very quickly, and offered me either a free reship or full refund. Very much appreciated, I took the reship and could keep the error shirt too! Highly recommend👌🏻

Ordered a large sweatshirt received a medium which is a small medium which is no good for the person will think twice about ordering again

trying to send a return, Kitbag don't send any information paperwork with items went on its portal, will not work sending item back, very poor service even spoke to AI help, very slow and the human element asked me to explain what too large was ?

Best Bank in my opinion, over 30 years a customer, never any problems or disappointments, customer phone service is second to none, give them a go, you won't be disappointed.

Had an issue where my first item was messed up in delivery, but they refunded and let me keep the item. I then re purchased and it was amazing service!

Excellent service, products and price.
After placing my order I read reviews that were unfavourable. Had I read the reviews before ordering I would not have made my order, however my order was dispatched the following day with tracking details and delivered 48hrs later as expected.
I ordered Manchester United football kit for my grandson, the price was unbelievably good so I worried that it would be fake, it is however the genuine kit.
I couldn’t be more pleased with this purchase and my experience of shopping with Kitbag.

Please, do not patronise this website. I bought 2 similar shirts of the same size label large. One was ridiculously larger than the other one. Also, one of the shirts delivered was different from what was ordered. Everytime you try to message customer service, it shows an error message and you get no response. When you send an email, you get no reply. Considering the amount paid for the shirts. Its better to buy elsewhere. If I had read these reviews, I would have avoided the website.

I ordered 3 tops ( i did not see these horrendous reviews) delivered by 19th March … now changed the delivery date by 10 working days!!!
Asked for a refund as will arve to late and advised NO REFUNDS!!!!!

WELL WE WILL SEE ABOUT THAT YOU BUNCH OF SCAMMERS!!!!

Tried rhe online chat and suddenly “an network error”.

WHEN A COMPANY WAS MORE 1 Stars than anything its time to AVOID AVOID AVOID AVOID!!!!

Item arrived damaged, was provided a free returns code and was told to get in contact once I had dropped the return off at the Royal Mail Drop off shop and the refund could be processed in advance as the usual timeframe of up to 14 working days would be unfair when a customer receives a damaged item. I’ve dropped the item off, got in touch, provided the proof of postage receipt, also a screenshot of the Royal Mail tracking page which shows the item has been dropped off and also provided the direct tracking link itself and apparently none of that is good enough for the refund to be processed all because their own return portal has not updated. Very poor.

UPDATE: yes I finally received a refund after much persistence from me. I am awaiting your response to my email.