Arsenal Direct Reviews 

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.

Shirt ordered and over 3 weeks later still not delivered. Item was despatched a week and a half ago but Evri tracking says still with sender. Order A58155472. They say wait a bit more...its obviously been lost, stolen or misplaced. There is no number to call and they dont reply to emails. If the Arsenal mens team were operating like Arsenal Direct, they would be playing Sunday league football and loosing to pub sides. How poor.

Order A58991383 & A57474999- still no items, over £100 out of my account for 2 weeks.

The champions shirt is now apparently with Evri, but DPD have still not received my t shirt.

This is ridiculous, countless emails to Arsenal and no responses.

Where are my items? Where is your customer service?

Good afternoon,

I am writing to express my disappointment regarding my order for the Champions shirt, which I placed over a week ago. 22nd May 2026.

I have sent this as an email also to your support services on Monday 1st June and had no reply.

My son and I travelled from Shropshire to attend the parade. The shirt was intended as a surprise for my 9-year-old son so that we could wear them together for the occasion. While we thoroughly enjoyed the experience, it was extremely disappointing that the shirt had still not arrived in time.

To date, I have neither received the item nor any communication confirming that it has been dispatched. Having spent a considerable amount of money on this order, I feel let down by the lack of progress and communication.

I appreciate that demand may have been unprecedented. However, the generic emails stating that orders are being processed do not provide any meaningful update.

What has added to my frustration is that, while speaking with fellow fans at the parade, I learned that some supporters who placed their orders after mine have already received their shirts.

If you have such a backlog then you should not be selling shirts in the arsenal club shop until you have dealt with your prior orders. I wonder how many shirts have been sold since from you club shop given the demand on your online order platform.

Given the circumstances, I would like to formally log a complaint and request that you consider an appropriate gesture of goodwill in recognition of the disappointment caused to both my son and me.

I would also appreciate an immediate update on the status of my order, including confirmation of when it will be dispatched and delivered. Given that i have purchased a mens and kids top and the value of those items are not cheap.

I look forward to your response.

Updated 10/6/26
After posting my negative review a couple of days later, my sons shirt did arrive 🎉and, as promised I did also receive an email from Arsenal direct to confirm if I had received the part order. I replied yes and I requested the second shirt if still end of June delivery be cancelled. I have today had notification of that refund and a confirmation email from them. So I have upped my rating to reflect this. Feel sorry for the staff who have had to deal with all these angry reviews. Should have been handled better by management knowing what a precedent would be set on 19th. But thank you for sorting it all eventually.

Ordered 2 of the Champions shirts on 19th May (stupid I know) they cancelled my order on 22nd due to a technical hitch. It then took them till Wednesday 3rd June to refund me. My son placed an order A58934594 on 22nd May as it was saying despatch would be beginning of June/first week of June. Then without any communication this has now been put back to end of June, he no longer wants them, tried to call, cant speak to anyone, filled in a form last week, no response. Even more annoying is I then got an email this week saying they were back in stock to order - not pre-order actually back in stock so I checked. We assumed his order would be sent as it was supposed to be beginning of June despatch - but no - still end of June, he has just tried ringing again and filling out another form. As it is my Paypal account I will be putting in a dispute with them in 3 days if the order is not cancelled .

I recently purchased my Champions shirt off the website and sent it to the wrong address in error, I spoke to a very helpful lady called Ursula who resolved this issue for me. Great customer service. Much appreciated.

Order number A57292634
I have written email over a week but still not getting a response for you. I only received half of my order, which only got my champion shirt, how about the others? From the shop webpage and the delivery email said they were all shipped but only sent me half? When will you give me a response and send me back my package?

Great experience

Wow what terrible service from the club!
Ordered a shirt 20th may and still haven't had the item sent.
The shirt wasn't cheap but with it being a champions shirt it was a special treat.
A58267281 is the item number if anybody at arsenal can be bothered to check this.
I've emailed asking to cancel, I've tried ringing and the phone gets disconnected straight away.
When I ordered the shirt it stated 4-5 days delivery.
I no longer want or need this shirt and I'll be refusing delivery and have already opened a dispute with PayPal out!

@ArsenalDirect the shirt was never a pre-order so please amend the reply to state this!

Ordered the Champions shirt. Gold Premier league crown peeling, poor quality low grade vinyl used. Took 2 weeks to come, missed the event of my sons birthday. tried to go through the portal with a return. Wouldn't recognise my order reference number. I would say at least 30% of my Arsenal Direct orders over the years have had a problem, peeling prints, wrong sizes and delays.

I have recently put 2 negative reviews on here regarding my champions shirt which was lost in transit, I was very disappointed as i ordered this on the 19th, the night it came out, i was frustrated as i didn’t get to speak to a human, it was just robotic/AI replies. I have given a higher rating as i received an email back from a real person as they have offered me 30% off and complimentary express shipping, i would like to redeem this now. Order number A59792209, Thank you!