Arsenal Direct Arvostelua 

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.

I have purchased numerous items from Arsenal Direct in the past, but due to what happened this time, I have decided that I will never shop at Arsenal Direct again.

Defective Premier League Champions Patch: The commemorative gold patch I ordered had air bubbles trapped inside. Although customer support agreed to an exchange, they later informed me it was out of stock.

Damaged T-Shirt: A T-shirt that arrived after a long delay was also defective, with visible snags/pulls in the fabric.

Careless Packaging (Past Order): In a previous order for a framed poster, heavy-duty tape was recklessly stuck directly onto the back of the product, causing permanent scratches when peeled off.

Due to these ongoing disasters, I have firmly decided never to shop at Arsenal Direct again. The current agency is severely damaging the club's reputation and failing its global fanbase. A world-class club like Arsenal deserves a world-class e-commerce partner.

I placed an my order on 23 June 2026.
My order status has shown "On its way" for some time, but I have received no tracking information or shipment updates. It's now been 2 weeks since I placed the order. I'm also concerned about the payment. The money was taken from my bank account when I placed the order, but after a few days the transaction disappeared and the funds were returned to my account.

Awful experience - for such a big and well-funded club it's disappointing that there is so little investment in supporting fans' merchandise distribution.
I ordered a champions shirt in May and wanted to change the size and was unable to, notwithstanding that there was a month's delay in dispatching the shirt.
Said shirt is now lost with Evri and who knows when Arsenal will reply to my enquiry about its whereabouts.
Meanwhile I also ordered a hoodie which is poor quality, too small and took over a month to arrive and due to the delay in dispatching it, the system now thinks the return window has expired. Shocking all round and quite spoils my impression of the club. My order number is A60249457. If I don't hear back from Arsenal shortly I will be strongly escalating this issue.

Seriously Guys, your 'service' is an embarrassment !!.
Quoted on my account page -
"It's on its way
Order Number: A58174526
Order placed:
20 May 2026"
I have still not received my order to date, and it is still not processed and fulfilled !!. I appreciate that there has been heavy demand ..... BUT?. I am logging service tickets regularly, and I am frustrated with the automatic generic responses I am receiving. All I want is the full order I paid in full for - your ability to communicate is zero. You state "Its on its way" ..... where are you coming from?, Deep Space ???. For Goodness Sakes, wake up ??
UPDATE - Cancelled my order stating that they could not complete payment. I paid by GPay all the time with no hassle. Just an easy way to get through bulk orders simply by cancelling them ...... Seriously Arsenal, you are better than this !!!

My husband ordered items from the Champions collection on the day of release for my birthday. They eventually sent one item of the three at the end of May with a promised despatch date of mid June for the other two. This has not happened and now we are into July and the team have become none responsive to communication. It is totally unacceptable they were happy to take the money but cannot respond to customers concerns they have not delivered what has long been paid for. The items were available in the arsenal shop at the stadium so there is stock arriving in the UK. What is going on? Totally unacceptable level of customer service. If it was an isolated incident due to demand ok but it isn’t. I will go out of my way to avoid this online shop like the plague.

£130 paid for the new Arsenal jersey and now over a week of waiting with absolutely no news on the item whatsoever. I cannot get in touch with anyone about my order and I'm appalled by the service. Will never order from here again.

I’ve had enough of Arsenal Direct.

My latest order was supposed to arrive yesterday, yet it hasn’t even been dispatched. When I contacted customer service to ask why, they simply told me they didn’t know. I then asked them to cancel the order, and incredibly, they said they weren’t even sure whether they could cancel it—but that they would “try.”

What’s even worse is that this isn’t an isolated incident. Just a few weeks ago, I placed another order that was confirmed, only for Arsenal Direct to cancel it one full week AFTER it was supposed to have been delivered. During that entire period, I contacted customer service multiple times by both email and phone, and not a single representative could tell me what was happening. Eventually, I was given the vague explanation that it was due to an “internal technical issue.”

There appears to be no communication, no accountability, and no control over the ordering process. Orders are accepted without any certainty they can be fulfilled, customers are left waiting without updates, and customer service seems completely powerless to provide answers or solutions.

For one of the biggest football clubs in the world, this level of service is simply beyond embarrassing. Supporters, that are paying good money as well, deserve far, far better than this.

After experiencing the same unacceptable situation twice in such a short period, I have completely lost confidence in Arsenal Direct. Until they fix their systems and start treating customers with the professionalism and respect they deserve, I will not be ordering from them again.

I ordered the latest shirt for the 26-27season in mid-May and I am still waiting. The last time I had any information about it was when I complained about the delay and was told there was an unprecedented demand for it. Really? They never anticipated that as usual, there will be high demand for new shirts for the upcoming season?
The delivery company acknowledged receiving information about the order but stated they are waiting for Arsenal Direct to dispatch it.
And the automated email reply to our queries are an insult

I am having serious issues with Arsenal Direct and have been unable to get any response via email or phone support.

I have two orders affected:

Order A57975XXX (£155):

* Delivered yesterday
* Payment already fully taken
* However, there is still a duplicate £155 pending authorisation showing on my bank account
* Most importantly, I am unable to return this order. When trying to create a return, the system incorrectly states:
“Return creation is not available. This order is outside of the returns window,” even though the item was only delivered yesterday and is clearly within the return period

Order A58427XXX (£165):

* Delivered
* Showing duplicate pending authorisations totalling £330

I have tried multiple times to contact customer service via email and phone, but I have received no response at all.

This situation is causing serious financial stress as a large amount of money is currently being held due to what appears to be a payment system error, and I am also unable to initiate a valid return for an eligible order.

I urgently need this addressed:

* Release of duplicate pending authorisations
* Fixing the returns system error preventing my legitimate return
* Proper customer support response

Ordered two Arsenal champions T-shirts 42 days ago ,order number A59114369 got one T-shirt the other one was missing , have emailed them 3 times now and just a automated response the service is shockingly bad , also not the first time this has happened, also there is no phone number to call but Arsenal are quick enough to email and ask for season ticket renewal money before the season was even finished

Purchased the new training top, which took a couple days to ship, but Evri’s tracking has stated expecting it for over 2 weeks now. Arsenal Direct asked me to wait 5 days, which I did and now getting no response to my online query form. This isn’t my only issue I’ve had. Waited over a month for the new home top with no updates and when I cancelled it, it miraculously shipped the next day and when I tried to return it, the system says it’s outside its return window, oh and no answer to my query form again. I will never use Arsenal Direct again.

Update-Arsenal finally contacted me, asking what order I needed assistance with, when my message clearly stated what the issues are, with both order numbers. I replied straight away, and it’s now been over a week with no response. Arsenal need to sort this out. I have now received legal advice and will be taking it further.

Still not heard a thing about A60294832. Ridiculous customer service wasted £110 on a shirt that hasn’t been delivered and getting no replies for the 20+ tickets I’ve created. I need someone to get back to me by the end of tomorrow or I’ll be emailing trading standards

I’ve supported Arsenal for years, but Arsenal Direct’s customer service is simply not good enough.

I placed an order on 24 June for a men’s training kit and the new 26/27 home shirt (Order A61980583) for a relative, who lives abroad so a family member could collect it whilst visiting the UK so timing mattered. Despite the website stating that orders are dispatched within 4–7 days, my order still hasn’t even been dispatched. I don’t think it will arrive on time. I feel so sad about this as it is a present for their birthday and I made sure to order it in plenty of time.

To make matters worse, there is no proper customer service. Like many other reviewers have said, there is no phone number to call, and it’s surprisingly difficult to even find a contact form. When you do, all you receive is an automated response about “unprecedented demand” and how busy they are, with no actual information about your order or when it will be sent.

This isn’t a small independent retailer – it’s Arsenal Football Club. If demand is consistently this high, they should invest in the infrastructure to cope. Fans deserve far better than being left completely in the dark.

Unfortunately, this isn’t my first poor experience either. I previously had to return an item, and it took well over a month to receive my refund.

What makes it even more frustrating is that Arsenal Direct takes the full payment as soon as you place the order, not when it’s dispatched. In the current economic climate, many supporters make genuine sacrifices to buy club merchandise for themselves or their families. Taking people’s money immediately and then leaving them waiting for weeks and sometimes months with little or no meaningful communication feels insulting and disrespectful to loyal fans.

I love the club, but Arsenal Direct is letting it down badly. The products may be great, but the customer service, communication and fulfilment process are nowhere near the standard supporters should expect from a club of Arsenal’s size.

Arsenal – please sort it out. Your fans deserve better!

Ordered the Arsenal Premier League Champions Shirt as a pre-order after being told it would dispatch at the beginning of June. It wasn’t dispatched until 27 June and arrived on 1 July.

I contacted Arsenal Direct on 18/06 for an update, 24/06 to cancel the order, 01/07 to try to create a return and today 02/07 to make a complaint. All using the Contact Us form but received nothing except automated replies each time and I tried various options. I also tried calling, but every option simply directs you back to the online form, so there is no way to speak to a person.

The shirt arrived 01/07, but the online returns portal incorrectly says that return creation is not available because the order is outside the delivery window, despite it only being delivered yesterday. I am unable to exercise your published returns policy.

This is the worst customer service I have experienced. I would appreciate someone contacting me to arrange my return and refund. Order number:A59074151

What is going wrong with arsenal direct ? Never known such bad service . Bought an authentic premier league champions shirt for my son to celebrate end of his A levels . I ordered large and it is too big . I’ve tried to process return but online refuses it even though I didn’t customise it and website returns policy said I could return . I’ve now placed a notify me for Medium but I’ve tried calling the shop and have completed 4 contact us forms and still
Heard nothing back. Worried I will miss the 28 days ! And someone may want my size large shirt ! Order number a60656105.

Sent my shirt without personalising it so sent back for them to personalise, they received it back 14 days ago and still haven’t corrected their mistake and sent it back to me.

Customer service is awful and take 4+ days to reply and just give me bog standard answer they’ll contact the warehouse but then never hear anything back

They finally got back to me on my problem and they want me to download forms and send it to them to get my money back after not dealing with my case for a month I would rather lose my money then waste more time on these guys stay far away from ordering I’m disgusted this is how my club is dealing with our fans once again I heavily advise to go to the shop instead as the support online are rubbish at there job £110 down the drain for no reason never again!!!

Order A60312136
Ordered this item on 31st May as pre-order with the promise of dispatch in mid June.
16th June had an email to say will be dispatched within the week.
Nothing since.
Have phoned and got nowhere. Have emailed and raised tickets via the website and zero communication. Was ordered as a Father’s Day gift which obviously has now been and gone. Just some communication would be nice!
Will never order again - would advise using generic stores like JD or Adidas instead.