Arsenal Direct Reviews 

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.

Update 04/08/2026: Not long after this review I was contacted by costumer service who advised they would allow a return as a gesture of goodwill. Strips were returned and a refund granted on 15th July, to arrive within 7 days. As per today, the money has still not been refunded to my account. As each item was charged separately and not as one order, I am unable to request my money back through the credit card guarantee. Feeling very dejected and disappointed at this whole encounter with Arsenal Direct.

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!