Arsenal Direct Arvostelua 

I cannot understate how poor the customer service is. I ordered some items from the shop following our trophy win this year. My wife ordered the same item as a surprise, so simple enough I wished to cancel the order I made. I spoke to customer services who said I cannot cancel it but had to return it once it arrived. Seemed fairly simple?

I tried to do this online and their online return system is terrible. Wouldn’t let me return it so had to reach out to them directly. The only way to do this is via emails which they NEVER respond to and cannot speak to anyone on the phone. I’ve sent more than 7 emails and it’s been weeks without any correspondence. On Sunday they then responded asking for my order information, even though they make you put this in when you fill in a form to contact them! Make it make sense.

It’s by far the WORST customer service experience I have ever had. I still have not returned the item and have had no replies, forcing me to do this. For the scale of the club and money involved, it is beyond unacceptable to have this extent of a poor customer service.

I will be complaining and reporting to the ombudsman about this.

Made an order on 19/05 for a T-shirt and a glass. Got a email mid June saying as I ordered early I should be getting my order sooner.

Start of July I have two emails saying my order was shipped, followed by an evri email saying expecting my parcel. But they never got my parcel even though it’s ‘shipped’. Rang and emailed Arsenal direct and got no reply.

Money left my account on 3/07 which according to the website means my parcel should have been shipped but it hasn’t and now it’s two weeks later and evri haven’t received my parcel and I haven’t had a tracking number. Order number A57944147.

My order is ordered on 23rd June, but I don't receive after 3 weeks. And no reply to email. My order number is A60572291

I still have not received my parcel from evri I contacted arsenal direct and they have not responded evri have been more help than arsenal! evri have told me to contact arsenal direct for a refund and I have contacted via the form 3 times and tried to call to no avail

Absolutely terrible service. Said my order of a champions shirt and kids kit shipped but only got the kids kit. They said ignore the email and I’d get the top as soon as it’s back in stock. They refused to do another order so I was reassured the system didn’t say it was delivered like the email did and the top was actually in stock for over a week and I still haven’t had a shipping confirmation email. So they took on new orders before fulfilling existing ones. Now they are refusing my Enquiries full stop and I’ve asked them to cancel. I’m now having to go through my bank to try get my money back. Over £100 is a lot of money to a lot of us supporters and they couldn’t care less.

I had no response from Arsenal Direct in 3 or 4 weeks about my order and they haven't even bothered to fix their return option on the website. Anyway, I opened a case on Paypal and I got a full refund. Let me know if you want your shirt back Arsenal Direct!

Ordered a shirt in may , we are now in July still not received ma shirt ,says it has been delayed an has done for weeks , and when I ask for a refund they send an automated email back everytime saying the same ole ish no help no correspondence just £148 out of pocket

Customer service via an online form! No ability to talk to a human, shocking service.
Having order a framed shirt that I paid extra to be delivered to a local Post Office and which was scheduled to be delivered on the 7th July I’m now struggling to get any help given it hasn’t been delivered! I can see on the DPD tracker that they have decided to return it to the sender rather than deliver it to me but it’s been in that state for a week now! I have been trying since then to talk to somebody in customer services but to no avail! What a total shambles. Over £2k down and absolutely no way to talk to a person to sort this out. Very close to reporting this as a scam to my credit card company to simply get my money back.
What makes the experience even worse is that the auto response you receive when you submit a query using the online form threatens that your query will be dropped to the end of the queue if you send multiple messages! Great work guys.

After receiving a response to this review from Arsenal I was asked to submit a further ticket to get this issue resolved. Having done so straight away I’m disappointed that a week later I’ve heard nothing from them….I’m still out of pocket and no closer to getting my shirt! This is fast becoming rediculous.
What else can I do to get this resolved….anybody know Mikel’s mobile?
I am a long standing season ticket holder and so my loyalties will always lie with the club but this is something else!

Order took forever to arrive. When it did I tried to return and automated system stated I was outside the return window. This isn’t legal as there’s a 14 day cooling off period. Having to raise a dispute with my bank. I have then ordered a different size and website has re loaded and charged the order twice. Have now spent £130 and still don’t have the t shirt I was trying to buy. Dreadful.

Ordered a football shirt and the printed number is completely off centre and uneven - tried to request a return online but website does not recognise order number - sent email but address no longer monitored for supporter queries - directed to complete a contact form but received no response and unable to contact by telephone - unacceptably poor customer service from a club of Arsenal’s standing - what options remain - happy to take customers money but not willing to speak to supporters.

Really poor. I ordered my items on the 20th of May and I was fine with the delay. My items (Order A58444824) arrived on the 1st of July, and I need to return an item but the portal said i’m out of my return window? This in incorrect as it has not been 28 days since delivery. Tried to call got diverted to email, no response on email. Never ordering again i’m going to go straight to adidas next time!

Following Arsenal’s Premier League title win, I ordered an Arsenal adidas Premier League Champions Authentic Home Shirt and an Arsenal Champions Squad 25/26 Navy Crew T-Shirt on 30/05/2026 (order number A57892692).

Although both items eventually arrived after a considerable delay, the home shirt was damaged on arrival. Because the delivery took so long, the returns portal would not allow me to return the item, as it only permits returns within 28 days of placing the order rather than from the date of delivery, which appears to contradict Arsenal Direct’s own returns policy.

The wording on the Arsenal Direct website states:

“We hope you enjoy your purchase from Arsenal Direct. If for any reason you are not satisfied with your purchase, return it to us within 28 days of the delivery date.”

I contacted customer services to point this out, but after waiting weeks for a response, all I received was a generic reply telling me to use the standard returns process—the very process that is preventing me from returning the damaged item.

The whole experience has been incredibly frustrating. Any reputable retailer would have resolved this issue within a few days.

At this stage, all I want is to return the damaged shirt and receive a refund.

To make matters worse, trying to call and speak to someone is pointless, as the phone system simply directs you back to the website.

Based on my experience, I would strongly recommend avoiding Arsenal Direct altogether and purchasing from a local retailer instead. You are likely to receive far better customer service and have any issues resolved much more quickly.

How is this the service we are getting from a team this huge. I really feel this is a legal matter at this point and have had no end of problem ordering from them. I should have realised this was a massive mistake when the first order went wrong the website crashed they took the money but there was no order and that took a few weeks to sort

I stulidly then did 2 more orders biggest mistake ever!
(the first)i ordered the champions shirt for my son who is 6..they sent me an adult M which I had to return and then couldn't get a childs shirt as they sold out. They refused to send me a shirt in exchange and so im still unable to get one.
(The second) i orderd 3 items order number A57773303 1 item took ages so the champions shirt didnt arrive for the parade for my husband and I still havent received the other 2 items. This was on the 20th may!!!!! Thats almost 2 months ago. Every single email I have sent has been ignored
This is actually to the point I feel like trading standards should really be involved. How can you just ignore customers? See all these dreadful reviews on here and feel thats acceptable. Before you say that due to arsenal winning has caused the delays you've had ongoing bad reviews way before this.

UPDATE- 22/07: Arsenal Direct have now emailed me to apologise and inform that the package is likely lost in transit. They offered me a refund or replacement and I’m hoping second time lucky as I still want the item! Credit to Akin who has responded quickly to my reply and given me a new tracking number and processed the replacement. Fingers crossed I will get my item this time and hopefully everyone else also receives an update soon! They clearly have not considered the unprecedented demand and perhaps a lesson for the future on what needs to be improved.
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Like others I fear it was a huge mistake ordering from them, and it’s disappointing when the club you love have a non existent customer service. Ordered a pre-order item and I knew due to demand I would be waiting. Fine. To be fair I was updated when it was due back in stock, when it was shipped and now this is where the positives end. Evri supposedly have had the parcel since 30th June with expected delivery 2nd July but my status has currently been stuck on ‘there has been a delay’ since 1st July with no update in 9 days. Money has been taken from my bank account at the end of June and Arsenal do not reply by the looks to anyone. Again I understand the unprecedented demand but you would surely ensure there was some sort of customer service. Will I ever receive my item? Who knows but I certainly won’t be ordering again.

Purchased some Champions merch on the night of the win, i understand there would of been a massive influx of custom that night, but i have had nothing but problems with this whole ordering process, first order apparently the website glitches so money was pending from my account and no order number to show from it, had to wait days for a response and for them to eventually cancel it, tried reordering again at this point the champions merch was on pre order.
Placed the order and wait weeks and weeks to receive the order (which was a gift for someone) when it eventually arrived i took it out of the packaging to check it and tbh i was really quite disheartened by the quality, the hoodie was very thin feeling, odd fitting too, the golden writing print on top of the navy blue jumper was so thin and patchy it did not even look gold, but more of a green colour and the entire print on the front was wonky! very basic quality checks that have been quite frankly ignored, 10 mins after receiving it i tried to arrange a return but was told I was outside of the returns window now?!?! I only just received it!!! So i filled out an online form and a week later still no reply, have done another form but no response.
Can't contact on telephone as its automated
I will not be ordering from Arsenal again unfortunately, but this has really let me down.
Judging from these reviews I can see a lot of people are having issues

item was delivered broken
cannot speak to anyone and filling the forms out is pointless as noone comes back to you

Shocking!!
Ordered some of the champions clothing line in may. Order (A57856042)says it has shipped. Evri do not know where the parcel is and state it’s with the sender still. Put in three contact form request and have still not heard from anyone. To make things worse arsenal direct contact number is automated so you cannot speak to anyone in person. Very frustrating as it was a present

We're league winners - I get it, you're overran and busy but people are spending their hard earned money and getting no response from you.

Ordered some Championship Crew T-Shirts the same day they were released and at that point, it stated 4-5 days dispatch. The amount was then refunded to my bank 7 days later. I viewed this as the order had been cancelled.

29 days later another payment is taken that is not matching the original amount. I receive an email that my order has been dispatched. The following day my order arrives but now it's so late I no longer require it not to mention the poor quality if the products. I attempt the return process but the returns website states that return creation is not an option because my order is outside of the return window and there is no alternative way to set up the return.

I've done everything you've said including not to fill a returns form in more than once but it's been 50 days altogether now!

Please can someone get in contact?

Item - poorly packaged - delivered broken. Tried multiple avenues to make contact for a replacement or refund. Impossible to speak to a person. AI chat is useless and just goes round and round asking same questions. Originally tried to do a return from the 'your orders' page and said it was now outside of the window for returns - 3 hours after being delivered!!
It feels like they have a system designed to make it impossible to make contact or a complaint. As a life long fan I can only feel a level of shame that such a big club can operate it's merchandising business like a rogue trader.
Pains me to say, but you'd probably be better off buying your merch from a unauthorised site.

Ordered some Champions merch which I recieved 3 days ago but I've had to return as, unbeknwoenst to me, I was also bought it as a gift. Returns are permitted within 28 days of receipt, I requested the return the day they arrived and their automated system says the return window has expired.

Asked for help with this, no reply. Seems like a theme.