Arsenal Direct Arvostelua 

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.

Ordered £100+ worth of stuff back in may no update given since mid June which said the next week and I’ve completed two online forms with ZERO response. Terrible service from a professional site and would not recommend

Placed an order on 22nd May and was told it would be dispatched mid June. Yesterday I was suddenly charged TWICE for the same order.

You use the contact form on the website and you get an automated response.

You call the number and you get told to use the contact form.

Not only is this an absolute disgrace, it's also illegal.

Made an order on May 24th. Still waiting for it. The birthday I bought it for is soon and I can't get an update. They don't answer messages. Awful service.

Ordered items costing £105 after topping Premier League, order placed 20 May, A58258451. Email from Arsenal Direct 16 June to say that my order would be dispatched within a week, now 9th July still not received anything. Two emails sent and a standard holding reply from Arsenal Direct and no way of speaking to an actual person. Where is my order. This is poor customer service.

Order number- A60759536
Oder number- A57828031

Placed both orders for pre order, I have received both of them, but the money hasn’t been taken out of my account due to my debit card being lost so it had to be changed. I have reached out on the online forum but have not heard back other than the automated message.

Really want to get these payments sorted as soon as possible, as there is no one I can physically talk to on the phone.

If I could give zero stars I would. We have been charged twice for an order placed for one item. Nobody available to speak to on the phone, nobody has replied to the customer service form we were instructed to complete by the automated message. It has been 5 days and we have had an unauthorised amount of money taken from our account. To make matters worse, the item arrived today and is extremely poorly packaged and creased. A £100 item (that we have currently paid double for!) purchased as a 18th birthday gift for my son, shipped like it is from Shein! Outrageous! Have tried to call again today only to recieve an automated message that they are closed for staff training!! When will someone contact us regarding refunding the double charge???!

I bought a shirt and bag online, had to buy the bag because a £99 shirt wasn’t enough to qualify for free shipping.

So I get charged £102.20 and then another £99.90 for a phantom order, no order number no delivery details and it just happens to be the same amount as the already paid for shirt!

Can’t talk to anyone and they’re not returning emails.

**update after reply**

1. You’ve asked me to email you again when it took 10 days to reply in the first instance
2. Your emails started with Hey there, which is unprofessional beyond belief
3. I got a ridiculous apology that the system “glitched” no understanding of how anxious losing £99.90 out of my account made me or acknowledging the fact that, that amount could have forced my mortgage into arrears.
4. I’ve been told to expect the money back for this and for the state of the items sold, over £100 for “free” delivery and it looks like a forged item, and still no sign of any of the refunds.

Absolutely horrible.

My wife and kids ordered me the 2026 Champions shirt for fathers day and it has now been 1,5 month since ordering 24th may 2026.
When tracking the order it says that it was on its way to "final destination" on june 18th after clearing customs. Clearly it has shipped, but are now gone.

When trying to contact Arsenaldirect by filling out the form we hear NOTHING for more than a week.

Money are probably lost.
STAY AWAY and order from a local supplier instead of this garbage.

I logged a faulty item claim on the 29/06/26 regarding an Arsenal shirt I had literally just purchased couple days before (Saturday 27th of June) from The Armoury at the Emirates Stadium.I bought an adult shirt with the custom print "RICE 41" and the official Champions League sleeve marks for £112.50. Unfortunately, I had just traveled back home to Bristol and noticed that the number "1" on the back has already begun to peel away from the fabric. So I attached a photo of the defect along with my store receipt. Obviously as I live in Bristol, I cannot return to the stadium store in person. Under UK consumer rights for faulty goods, I asked to arrange to return this by post for either a full refund of £112.50 or preferably a brand-new replacement shirt (Size: Men [XL Size]) with the exact same "RICE 41" print and Champions League badges on sleeve. It's been well over a week now since I reported the issue and provided evidence, and I've heard nothing. I just want to be able to wear my favourite shirt from which I paid so much to have. I'm at currently at a loss now

We ordered two shirts as a gift a while ago. We had planned to take them to New Zealand. We have paid but received no information about when they might be delivered. If you call the number provided you can’t speak to a person. If you email you get a generic reply. Absolutely appalling customer service. I am so disappointed, we leave Monday and I have no gifts for two people.

Placed an order, A58406890, on 20 May, of 4 items totalling £110 for my son's birthday on 11 June. Website indicated a mid-June delivery date which I was prepared to accept.
On 16 June received a message that the order would be shipped the following week.
By 29 June we had received nothing. I made 4 attempts to contact Arsenal Direct - all unanswered, apart from automated messages. Tried the phoneline - despite advertising opening times, it's never answered; instead you are directed to the website!
It gets worse! To my horror my bank account listed 8 attempted charges by this company, on 3 July, totalling £220 - twice the amount of goods ordered and still not delivered.
I wrote a long email to customer services on 5 July detailing my customer experience which produced the automated response that this advertised email address was no longer operative. I advised Arsenal Direct that I had been in touch with my bank who were registering payments to this company as suspicious. But then on 6 July I received four separate messages telling me the items had been dispatched and they arrived today. This company has taken £110 from me with a further £110 listed as pending. Why?
I have received no apology and no explanation.
What is really disappointing, and very sad, is that this company trades on the name of Arsenal but treats customers/supporters with utter disdain. Their customer services are the worst I have encountered, and they are damaging the good name and reputation of Arsenal.
Update: 7 July: they took £110 from my account
24 July: they took another £110 from my account!! - no explanation as to why as no further goods have been ordered.
It is a scam that relies on customers not checking their accounts regularly.
My bank will now attempt to retrieve the money from this company.

My wife wanted the celebration replica shirt for her birthday. A bit tight on timing when I discovered this but great news express delivery in 2 days .
Go to buy the option does not exist just the standard delivery . Never mind i thought 4 to 7 working days , if I am lucky it will be here otherwise just after her birthday. Ordererd and an acknowledgement immediately. Since them nothing . Website says I have an order but clearly it has not gone anywhere. No obvious method of communication so I use their website . A late night reply (clearly automated ) stating how busy they are since winning the league but no i fiction when they will reply to the query around the order. Website still says thank you for your order. I suspect why they had to wait 22 years us because its taken that long to clear that last lot. Our holiday in another 10 days and i have little hope in hearing from them let alone seeing my order . £113 for a third rate service

Placed my order on 21 June and was charged immediately. Unfortunately, the order was delayed for several weeks, and during that time I received conflicting information from customer service. I was told different collection dates, that the order was still "Preparing for Shipping", and eventually that the parcel had been deemed lost in transit.

The communication during the first part of the process was frustrating and left me with very little confidence in what was actually happening.
However, after my case was escalated, things improved significantly. The Team Leader took ownership of the issue, my original order was eventually delivered in perfect condition, and Arsenal Direct acknowledged the poor experience.

While the initial handling of my order was well below the standard I would expect from an official club store, I genuinely appreciate that Arsenal Direct listened to my feedback, apologised, and made a real effort to put things right.
That's why I'm updating my review from 1 star to 4 stars. I hope they improve their communication, because when they finally took responsibility, they handled the situation well.
COYG! ❤️🤍

Placed order on 20th May, was provided with tracking information which took me to an error page. Item never received and money taken, filled in contact form 3 times with no response from anyone and unable to contact anyone on customer service number, very poor. Please provide me with a refund, order number A58132073.

Such a disappointing experience with no solution. I placed my order in late May, and at the time of purchase the estimated delivery was mid-June. It is now July, and my order still hasn't been processed or shipped.

The most frustrating part is the complete lack of communication. There is no tracking information available, which suggests the order hasn't even been processed, yet my card was charged immediately. I've sent multiple emails and submitted several requests through the contact form, but I haven't received a single response.

I had my order shipped to a friend who was expecting to receive it for me, but because of these delays, I have nobody to receive it for me because they're now moving out of the country. I urgently need to change the delivery address, but without any way to reach customer service, I'm left with no solution and no idea what will happen to my order.

Would not trust this company, I ordered a champions shirt in may for a notification saying should be dispatched begining in June. Somehow they have lost my parcel and we are in July and still not recovered it £118 down the drain.

I ordered some items from the champions collection that were on pre-order to be delivered by mid June. I placed the order a month ago, it is now July and they haven’t EVEN shipped yet. No contact from the company since 16/06 which said they expected my parcel to ship ‘the next week’. Appalled by the lack of customer service, they are impossible to get hold of. I understand there must be an unprecedented amount of orders but if you simply cannot handle the capacity then stop accepting orders and taking money from people!

I understand being busy after the Premier League win, however after requesting to cancel my order three times across three weeks it was still sent out to me. Bare bones and FAQ style responses only from the customer service team. Have received the order and went online to return through the returns portal, only to be told the returns window had expired despite the orders having arrived that day. All items were charged as separate purchases too, so unable to request the money back through the credit card guarantee. Have raised the issue of the returns window with customer service but three days later have yet to have a reply. Will be approaching trading standards next.