Arsenal Direct Reviews 

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!

Order number A58112400, my order was delivered but stolen from my front door, have sent emails and called and no response it’s been over a week and a half now and still no reply from Arsenal on this situation really disappointed as I wanted for the parade and still haven’t received a reply or a new shirt

Order number A58248711

I ordered a customised shirt for my dad's birthday which we celebrated on the day of champions league but it got lost in transit just like other reviews mention! I ordered it on 20th May and still nothing has arrived 2 weeks later and Evri have said it has gotten lost in transit!! Unbelievable. I contacted you guys by email days ago and no response. Why would a reputable business like Arsenal direct use a company like EVRI?? seriously disappointing. I want my refund!!!

Unfortunately, like so many others it seems the only way to get the attention of Arsenal Direct’s service team is to leave a bad review. I ordered a new shirt with player printing (order no A58390871). I ordered it in good time for the parade, but when it arrived a week ago the player printing was shockingly misaligned. I contacted Arsenal Direct immediately providing photos but as yet I have heard nothing. They say on their FAQs that items are quality checked before being sent out, unfortunately this was not the case with my order. I would appreciate it if someone contacted me to resolve the situation please - I think soon, the only option open to me will be to do a charge back on the item as it’s no where near the standard you would expect it to be.
02/06 update: Arsenal Direct have been in contact with me today and fair play to them have resolved the issue to my satisfaction - thank you.

I made an order A588780534 the tops arrived in good time as expected only issue is one top is missing my child's 7-8 top , it was upsetting as the rest of us all had our t shirt apart from my youngest son I have submitted a ticket on arsenal direct site but there has been no communication please can this get looked into. Thanks

*UPDATE*:

Thanks for providing an update on my order and issuing a refund much appreciated.

Order number A57181068. Ordered a shirt and scarf and when item arrived only the shirt was in the parcel. The scarf isnt in the parcel. Tried numerous emails and had no response. Tried calling and just getting told to use contact form to which no1 replies. I want to know where my scarf is and someone to acknowledge my complaint and emails

1 etoile car on ne peut pas en mettre 0. 10 jours après une commande en livraison express à 20 euros de frais de port, commande non traitée et non envoyée. Impossible à annuler.
Fuyez la pire boutique de foot d'Europe.

ORDER NUMBER A58030165. Ordered a number of champion shirts on May 26th. Still waiting for 2 to arrive. Had an email to say there’s a delay but only the ones that were recently ordered. I ordered mine before this. Have emailed Arsenal but no one are replying.

Updated Review
Initially I ordered a personalised top which arrived with a misprint. While I agree with people's frustration that there is not a dedicated customer service phone line I have to say my experience of the online customer service has been outstanding. I had a great response which outlined and answered all my questions. I was made to feel like a valued customer and supporter. I will definitely continue to buy from Arsenal direct. Massive thanks to James from the E-Commerce Customer Service

I ordered a champions shirt on 20/5 for my grandsons birthday present on 2/6 with a 3 to 5 day delivery. Expected on 30/5 still nothing. Order A58469197 I paid £4.99 delivery.

All sorted, delivered today in time for his birthday today.

The Customer Service is pretty bad. They don’t care about customers and supporters at all. They just don’t care. They only care about MONEY. Don’t know where to contact customer support. There is no platform or chat like Gymshark where you can chat with Human Support within a hour. If I sent a request to customer service of Arsenal Direct, I have to wait for 2-5 days for their reply. That is just email reply not conversation or chat to fulfill or discuss over the things you need. They said the free delivery over 100 pounds and the delivery time is within 4-7 days. So i order for over 300 pounds and i got only free standard delivery which I don’t complain. But the order didn’t arrive even after that period. I noticed on facebook group that some people received within 2-3 days even they ordered late than me. Someone on facebook group ordered on 22 of May and received on 25th of May. Even though the prints on that one person shirt was misspelled Champions to something, he or she did received the order within 3-4 days. Am i facing the discrimination or racism? I thought ARSENAL opposed discrimination and racism but what about ARSENAL DIRECT? Do they have the same vision as ARSENAL? Now i am pretty disappointed and worried about my order. I don’t know the update for order. Do the order dispatched or being processed or out for delivery? One thing for sure is I love the Club and I won’t buy anything from the The Arsenal Direct again which is not worth my time and energy and money. I really hope Arsenal improve their customers and supporters service in the future. COYG. Order No - A55760421

Last resort is leaving a bad review in hope someone replies because ive been ignored all week

I ordered the ‘champions 26’ shirt the day they came out. It was delivered and when opened realised that they didnt print on the shirt.

I have called and theres no human. I have emailed and it bounces back. I have submitted 2 forms and i keep getting automated responses. Its impossible to speak to someone!

Spent £150 on a shirt that hasnt been printed on properly, now theres no stock and i dont know what to do. The lack of service after people have sent so much money is appalling ! Now missed out on wearing the shirt for the big parade all because no one will respond!!

Order number - A58167249

Update to review below: following Arsenal Direct response I would like to point out that at the time of ordering the items were absolutely not “pre order” with delivery timescales clearly stated as evidenced in my order confirmation received. Response is inaccurate and misleading. Orders should not be taken without clearly setting out delivery timescales at the point of order, anything less is misleading and probably contravenes consumer rights act. Rating now reduced to ZERO stars following reply. Order number A58668034, placed this order 21/5/26 with a 4-7 day delivery timeline, orders despatched between 1-3 days. Ive received no despatch notification, have tried ringing (automated message only with no option to speak to anyone), used their contact form and no response at all. These shirts were birthday gifts and ordered in sufficient time for trophy parade yet no communication at all. Now the pending debit card payment has expired and disappeared from my bank account so I am left completely in the dark and unable to contact anyone about this order. Appalling level of service - will never again use this online website.

Poor service. Passed the delivery time and still no answer to my email about the new shirts. This company is a shambles. Wish I’d read the reviews before ordering from Arsenal Direct. Poor service — avoid!!!

My order was placed just after Arsenal won the league, so probably the busiest time for the website in 22 years. My shirt arrived before time advertised which is a great effort. It was very easy to order and the shirt arrived in perfect condition.

Only “negative” thing I would mention is there was no tracking provided with the courier that was used, so I didn’t know it was coming.

Absolutely shocking experience. Ordered the champions shirt on 20th as soon as it come out and it said 3-5 working days delivery. Received a tracking 4 days later and still no movement on the evri website “we’re expecting your parcel”. This shirt was meant for a funeral this week as my grandad was the biggest supporter. Explained this seeing if they could chase it up, I get a copy paste response saying delayed order times once processed I’ll get a tracking. You haven’t even read my email or checked my order!

I have already received a tracking! My order is clearly lost!! And now the order page says pre order delivery June??? My email confirmation literally states 3-5 working days.

Absolutely shocking and criminal! Clearly I’m not the only one in this situation so I guess I’ll be doing a charge back! A57958921

Absolutely disgusting I have paid £148 for a shirt it has not been dispatched order number A58271582 and I have emailed no response shocking in fact disgusting . I have called numerous times and cannot help me, I have Crohn's disease and is causing me stress. Emailed twice and no response absolutely shocking this is also a present for my son who is not well himself and he only wanted this for his birthday this week.

Had an email to say it’s on its way rubbish, still no shirt this is wrong on all levels.

I ordered a gift for my husband checked out as a guest but set up a password when prompted when the order went through. Received no confirmation email of order and when I went into my newly created account it says no orders. Money has left my account. Emailed customer service no reply. So sat in limbo.

It goes without saying that its no surprise that that Arsenal Direct has such a poor star rating, and if I could give no rating I would.

I placed an order on Sunday for a sweatshirt and a "pre order" Champions T shirt, literally 2 min after that I realised that the delivery address was incorrect (to a PO Box in South Africa that I dont use anymore) and followed the online direction to try and Amend the order and explained the situation etc etc, no surprise that I received a generic email informing me that nothing could be done to change that!!! Really, 2 mins after I placed the order nothing can be done? What a joke!!!

I tried a variety of options using different reasons and pretty much the same result, more generic emails....Somehow I did get a response from Alexander the e-Commerce Customer Service Executive (yeah right, Customer Service), initially pretty much saying that the delivery address could not be changed because the parcel had already been despatched to DPD couriers, really, nothing can be done???

He expected me to call DPD to change it, and although I already new the answer, I called DPD and the staff member I spoke to said that I could not get the address changed because I was not the shipper, but if Arsenal called them there was still time to make the required change to the correct address.

I immediately sent Alexander an email to inform him that this was the case and even gave all the parcel info, no surprise I was ignored I had to chase up again a few hours later and finally got a reply from Alexander with the same nonsense that nothing could be done and I would have to wait for the package to be returned from South Africa, what are the chances of that?

It was clear to me that Alexander made NO effort to contact DPD, otherwise he would have said so.

Its clearly not the case that nothing can be done, but rather "I dont want to do anything to assist you" because it takes too much effort.

It shocks me that in this day and age that if an error like this occurs, people just cant be bothered to make an effort to correct it, lets not forget I'M THE PAYING CUSTOMER!!!! I will have paid £115-00 for something that I will NEVER receive and more than likely never be refunded for.

Its one thing to try be efficient with order processing, but then having ZERO contingency to fix mistakes made by customers, it calls into question the whole process on the website to try "amend" an order when they already know that in Arsenals policy is "nothing can be done." Their solution is "Open a ticket", well I did, 3 or 4 and still here we are!!!!

I have been an Arsenal fan for 40 years, but this has left a very sour taste in my mouth. NOT the service of a Champion team!!!! Shocking Shocking Shocking!!!