Arsenal Direct Arvostelua 

I ordered two shirts from Arsenal Direct to Luxembourg. The only reason I ordered through the UK shop was because I had a gift card, which apparently could only be used there. Otherwise, I would of course have chosen a more suitable ordering option for Luxembourg.

DHL Express is now asking for around €100 in customs and import charges, which feels completely disproportionate compared to the value of the order. I understand that fees can apply when ordering from the UK, but if I had known they would be this high, I would not have placed the order this way.

What makes this even more frustrating is the lack of customer service. I contacted Arsenal Direct through the official contact form two weeks ago and I am still waiting for any kind of response. For an official club shop, I would expect at least a timely reply or some attempt to help find a solution.

Order number - A58078387

On the 20th May, I purchased myself & my wife the Arsenal Home Kit with the Champions badge. We let two weeks go by as we could understand you’re busy. However it has now been 4 weeks with absolutely no communication. I had a notification on the DPD app that it was awaiting pick up. The next day it disappeared and have had nothing since. We have both queried via email & phone calls with no luck through both. I’m absolutely appalled and at this point unsure of whether I’m going to receive the shirts.

Placed order over 3 weeks ago, still not arrivrd was advised by Evri to contact the Seller as parcel has been damaged in transit. It is impossible to get in contact with Arsenal retail, the phone line directs you to an online form and cuts you off. Have filled in the online form twice, but getting no response.
Order No. A59663813

Order A59607735 on 26th May.

Apparently was shipped on 5th June. Still yet to receive, with no idea where it is. Evri tracking hasn’t changed for 2 weeks saying they will try to send to me and Arsenal tracking state it’s with them!!

EVRI customer service appalling - unable to get anything other than basic AI responses which have no relation to my questions.

As of now nothing back from Arsenal, but not hopeful given how hard it is to get any response. I’ll give it a few more days before having to raise a dispute with credit card to try to get my money back. The first time I’ve ever had to do this as ultimately they have my money and provided no product or service.

Just really really bad service and shocking way to treat fans/customers irrespective of the up tick in demand.

I placed an order for four Champions shirts on 19 May (release day) with a total order value of over £350. Order A57776427. At no point during checkout was there any warning that there would be significant delays or that the shirts were effectively being treated as a pre-order item.

Like many Arsenal fans, I ordered these shirts hoping to have them in time for the celebrations and parade. However, by then my order hadn’t even been dispatched.

I contacted Arsenal Direct through the website contact form for an update on when I should expect my order and received nothing more than a generic response. When the order continued to be delayed after reaching the delivery provider, I submitted another enquiry on 4 June specifically about the parcel delay and received no reply whatsoever.

The tracking information stated that my order should have been delivered by 31 May. After seeing no progress, I contacted Evri directly because Arsenal were not responding. Today, Evri informed me that the parcel had been misplaced following a delay on 2 June. Strangely, a few hours later, the tracking from Evri was suddenly updated to show the parcel as delivered, despite me not receiving anything and there being no photo proof of delivery.

It is now almost a month since I placed the order and I still have not received the shirts - especially when my original confirmation email said 3-5 days delivery, just like it did at checkout. Even more frustrating is the complete lack of communication from Arsenal Direct throughout the process.

As a loyal Arsenal supporter, this has been incredibly disappointing. During what should have been a memorable and exciting moment for fans, I’ve instead been left dealing with stress, uncertainty, and a complete lack of support from the club’s retail operation. For an order worth more than £350, the customer service and communication have been unacceptable and have seriously damaged my trust in Arsenal Direct.

After trying to return a shirt via the website (which felt almost impossible) and writing a disappointing review.

James from Arsenal Direct got I touch after a couple of days and within a few hours my problem was sorted.

Happy to change my review score

I ordered my new shirt and paid extra for the patches. I ordered on the 27th May 2026 and it was delayed due to the men winning and arrived
However the shirt arrived and it is not what I have ordered, it is not my order. The patch on the sleeve is the wrong one and it is damaged, the patches that should be on it are not on it. I have emailed twice and got no reply. I called arsenal and they cannot help as they don’t have any further contact details for arsenal direct. The customer services is shocking as there is none. I would like the shirt I originally ordered and for someone to get back to me.

Thank you for getting back to me, one of your colleagues has sorted it for me.

Actually it has not been resolved, the replacement shirt you have sent does not have the patches on I ordered. This is now the second time, I have emailed the link you have sent on here but no response.

Update: I would like to say thank you to James at a the Arsenal for going above and beyond to get this sorted for me. A full refund and full apology was made, the shirt was redone by a senior in the printing department. It arrived today in perfect condition. Thank you James for all of your help and support

Ordered a cap on the 22nd May. It’s now 13th June and I’m yet to receive the cap. I’ve emailed twice. No response.

Update - the cap was actually out of stock this entire time. They refunded me. Just frustrating that it took 3 weeks to get to this point and now I still owe my partner a birthday gift!

Placed order over 3 weeks ago, still not arrived. Was stuck with Evri for weeks "in progress", recently updated to say the order has been "damaged in transit" and to get into contact with the retailer. It is impossible to get in contact with Arsenal retail, the phone line directs you to an online form and cuts you off. Have filled in the online form twice, but getting no response.

Edited to add: Arsenal Direct quickly responded to my review on here, requesting my order number. I sent this over immediately, but yet again, over a week later, I have received no further response. Still have not received the items or a refund.

Ordered Champions shirt day it was released. Parcel was intercepted and tampered with. Reported to the police, Evri and Arsenal direct. Was asked if wanted a replacement or refund. Requested replacement, since then not heard anything despite many emails. No number to call is ridiculous in this day and age!! Disgusting service.

Ordered 2 personalised items which were sent with Evri who never attempted delivery and are now ‘lost’. Despite multiple attempts to contact Arsenal via the online form and customer service email address we have had no response. Absolutely shocking that you can’t get through to speak to a human being. I guess that’s £150 we’ll never get back. Will never order from Arsenal direct again unfortunately.

Placed an order, took forever to arrive and then when it does, an item is missing! No easy way to contact them or raise a dispute. Item is now out of stock so no chance of a replacement. Shocking service.

Dårlig oplevelse, bestilte varen for lang tid siden, men har intet hørt og man får ingen beskeder fra dem eller svar på sine mails 😥

I ordered £40 worth of stuff and as usual Evri delivered it to a public unsecured area ignoring all delivery instructions and photos so my package was stolen. Evri customer service was more than useless and directed me back to Arsenal direct. They are even worse than Evri. Can't call them they avoid calls via a
directed phone line. The contact form is more than useless I've filled out 4 so far. Now I'm stuck with no goods and £40 down. As a lifelong disabled Arsenal supporter I am disgusted by the complete lack of customer service or accountability.

I have been trying to return an item purchased on Arsenal Direct for over a week. They are standard items and when you use either the Arsenal App or log into the website you cannot get past step 1 to actually create a return because the continue button is locked. I visited the Armoury and they told me online orders cannot be returned to the store and didn’t help and I have tried to contact Arsenal over the phone but I get an automated message asking me to submit a supporter services case which I have done twice but I have had no response and it’s been almost a week. I’m leaving this review with the hope Arsenal Direct will contact me and can help get this return resolved.

Second time I’m having to complain here in 6 months regarding orders to get a response. Placed order on 21 May. Followed up on my order once - got an automated response. Sent another follow up - got the same automated response. No idea the status of my order or when I’m likely to receive it. Not good enough. Order number GE12312831480GB

I never had any problem with Arsenal Direct before, but I tried to order the new home kit multiple times because I didn’t think it went through. I would go to place the order, the page would refresh and I would see nothing. No confirmation, no order history. They’ve taken over £400 from me now! I’ve tried to contact support and nothing has been done even though it’s desperate for me now. Really poor!

Edit 1: In response to Arsenal - I have sent extra info to you. Unfortunately I cannot give an order number because I wasn’t even given one. I realise this can make my review appear more illegitimate, but all I have is my banks saying that the payments are pending and waiting to be received by Arsenal (even one that I got refunded because it was after 8 days, but it says you can still take it out of my account). Is there nothing on your system to say I have made 3 purchases for the long sleeve authentic home kit?

Edit 2: Arsenal have reached out after some time and apologised as well as offer discounts on my existing order and for the future too which was nice. Whilst I appreciate that, the mistake that seemingly seemed to come from trying to order on the safari browser on my phone was costly and even though it has been busy, the response times were still too long from customer service. Lots of people have ended up coming here to actually get a reply and that isn’t good enough. Water under the bridge now though and looking forward to finally repping my teams new kit soon.

I ordered a shirt for over £100 the day we won the league to celebrate. The order was then delivered to not my address (because Evri are an awful carrier to use) and I reported the issue to both the contact form, an email (before I knew the contact form existed) and to Evri. Still no response after 2 weeks since raising the issue, absolutely dire customer response time. I know it's busy at the moment, but 2 weeks is too long for at least one response.

I would give zero starts if I could after getting tracking information about the parcel it was stolen, Arsenal are not coming back to me with a resolution this is disgusting my order number is A58271582. ARSENAL DIRECT PLEASE RESPOND WITH A RESOLUTION i have crohns it is causing me stress lots of it. Why would you leave a £148 shirt outside in full view to get stolen now i am left with no shirt at all.

Placed an order for a shirt which was in stock and a 4-7 day delivery time but it has not arrived and I have no idea when it will arrive. They are impossible to contact as they just send out automatically generated replies which aren’t helpful.