Aston Villa Reviews 

Return not processed within stated time period. Live chat assistant decided to cut me off in the midst of my reply!!
AV need to get rid of Fanatics the fulfilment provider

Incredibly poor customer service from the Aston Villa Online Store which i believe is supplied by Fanatics!! AVFC is a a club that i have supported for over 50 years & literally spent tens of thousands of pounds over the years . I ordered lots of Europa winning memorabilia with 2 Europa 26 Winners tops missing from the delivery parcel , despite informing them & sending photos ive had short shrift from a lady called Sharon in the Fan Experience Team.
Really appalling customer services & whoever is in charge of retail at Villa Park needs to get these issues sorted out asap!!!!

I went in to but a retro shirt with my dads name and age on it. When I broke down while explaining it was for him to wear for his funeral the young woman serving showed great compassion and made me feel like we were really valued as a family. My dad would have been so proud of his beloved club for this care and compassion.

Appalling quality, for the cost I expected something considerably better. Feels cheap, looks cheap I will never wear this, bottom of the wardrobe for it. It's tarnished my 50 year support of the club and the excitement of the win in Istanbul. I would return for a refund but no paperwork with it to tell me where to send it. An expensive experience and I will not buy another official shirt again.

If you're from outside of the UK, I would strongly advise NOT to order from this store, despite the fact that they mark prices in various foreign currencies and advise that they will send abroad. Ordered two seperate kits six weeks ago to ship to Australia, one of which was a 'pre order'. Paid one lot of shipping for both, so assumed both would be sent together once the pre order item was ready. Almost immediately I get shipping notification for the non pre order item, with tracking. Okay cool, they send them separately and perhaps foot the bill for seperate shipping for each? The 'shipped' item sits in tracking for about 3 weeks and then out of the blue I get an email saying it had been returned and I had been refunded, despite the fact that I didn't return it (never received it) nor request a refund. I speak to someone on the chat function on their site (not sure if real person or AI - seemed real) and they tell me it had been damaged in transit and so 'automatically returned'. They offer me a code for 30% discount as good will. Okay thanks, though the code only works on full priced items and the returned item was a women's away shirt on discount. More than happy to pay the same price as last time, but not so happy to essentially pay for two rounds of shipping. 30% discount would be nice to cover that, but yeah, code don't work! I decide to hold off and see what happens with the other item. Shortly afterwards (within a week or so) I get shipping notification for the other order item. A couple weeks go by of it sitting in transit (which might seem normal shipping it to the the other side of the planet) and today I get the same return and refund email without ever having seen the thing.

Their shipping / dispatch partners are clearly inept and just don't like sending anything abroad. I have been buying all kinds of things from all kinds of places online for my entire life and this could possibly be one of the most poorly handled transactions I have ever experienced. Avoid avoid avoid.

First class service from a wonderful back room team. ieThe catering team, the safety team and the club merchandise team.
Thank you

Absolute shambles from both online and store. Have been desperately trying to get hold of the long sleeve home shirt for my husband. It’s been out of stock for months online, so called the park store to ask if there was stock there. I was told they are separate from online and had plenty of stock in of all sizes. The next day, I travelled an hour to the store to find they never had the size I wanted and was told to call in regularly to ask a member of staff about any deliveries they’d gotten in. She couldn’t tell me any specific days they’d get deliveries, but to call daily and if they had the size I wanted, they’d put it to one side for me for collection the same day only. For the last 4 days I have been calling the store and not a single soul wants to pick up!! Have tried calling the bullring store too, either takes you to an answering machine or says the number is out of service. So my only option is to drive to both stores daily to check the stock myself!! Absolutely disgraceful and disappointing. Considering there are plenty of staff in both shops, none of them have the capability or brain function to answer a ringing phone.
Will never understand why my husband supports this kind of shite. KRO.

Went into shop at ground & the young lad who helped me is a credit to you're team can't remember his name but his initials are KT also the gentleman welcoming the public for the stadium tour was friendly & very informative also a credit to the store

I ordered an age 7-8 kit for my 6 year old but it was way too small. I sent it back and then went to reorder and the top with the lettering has now gone from £60-£75. I spoke with an agent in the chat to see if it could just be swapped for the bigger size and they said if I place the order and give them the order number they will refund the difference, so I placed the order and then went back to chat with someone else and they refused to refund the difference! Very confused and poor service from what’s meant to be a massive business

They do not make it clear that the online official store has no affliation with the Aston villa offical store. Having ordering a new home shirt online and paid delivery, I realised it was too small so I asked in the chat if the shirt could be exchanged at the shop. Not only could it not be but I would have to pay to send it back and then reorder online when I get my refund up to 14 days later! So very paid 5 quid delivery, 3 quid to send it back. The shirts are expensive enough but to then lose money to change the shirt is madness! They need to make it very clear when buying from the shop that goods can't be exchanged in store and that there are fees for returns and exchanges. The online chat was unhelpful, time consuming and rude! Will never use this online shop again.

Ordered the new villa shirt in a small for my son Aidan wiggins it arrived was a medium spoke to chat and she sent a replacement out and yet again a medium size arrived! Chat was shut so emailed and the lady asked if I wanted a replacement or refund this time i asked for a refund I've sent both shirts back but still no refund 4 days later can someone contact me ASAP !

So ordered last week, looking forward to the shirt just received a message saying out off stock, why take my money then tell me you don't have it, very disappointing for first time of using the site

Ordered newly released Villa sambas for my daughter, items never arrived, when finally contacted customer care was told to wait, and then wait some more, was finally told a refund would be processed as trainers were out of stock. Waited days no refund, only then the get an email saying there will be no refund. I have requested there apparent investigation with courier no sign. Most upsetting consider am a season ticket holder and have been for years. Avoid online

I placed an order for my Grandsons Birthday on 25th May and the items never arrived.. tried to call the customer service line, it was clear this wasn’t a uk based line as the operative was struggling to understand my query
Emailed them but still waiting for a reply days later…
18 days from placing order and still not resolved won’t purchase online again.. order with caution

Terrible, never use again. The goods arrive too late, i had to pay upfront to return the item and then had to wait a week after posting for them to confirm receipt and then they claim it will take a further 14 days for a refund. In the meantime i had to visit the store to purchase what i needed as i had to take it abroad. I will never use this service and shocked they are allowed to get away with such appalling service in this day and age

Perfect service from everyone in the store no one following you around you are left to look by yourself clean and fresh looking I hadn't been for years and the transformation is outstanding.

I'm still waiting for my Rashford yersey for over 3 weeks. It has been lost in transit, ofcourse. I can't wait no more, not recommending this shop. It is actually shocking! Please sort this out immediately!!!

Short sighted customer service approach

Booked a stadium tour for a family of 5 and accidentally left an additional timeslot ticket in my basket when checking out (a child’s ticket to a different timeslot the same day- so obvious error) Contacted the ticket office immediately regards this and they refused refund for the extra ticket. Asked me to write email to their complaints team to get this reviewed, response weeks later just received confirmed they will not refund the £23 as their policy is ‘firm’

I’m afraid this approach just isn’t good enough and doesn’t support loyal fans who spend regular money for tickets and in the store- it’s not how good customer service works…

BUYERS BEWARE

Online shop returns cost a minimum of £6.10 and you cannot return in store.
They have a “label free” service that costs £7.20 - that requires you to print a returns form, completely defeating the point of the print free returns.

Here we go again ! This time I brought a shirt from the online store. My brother’s birthday present . Decent price, £40. Not to bad postage cost £5, ok fair enough, arrived in a cheap flimsy packaging. No damage mind. Gave it to my brother, happy days, tries it on to big. So I forward all the details of the purchase. He drives today (17/1/25) to the ground and you’ve guessed it, refused to accept and exchange. So now he’s texted me to return it . Look on all the emails sent, nowhere to be seen for a return. Check online, by doing the usual , type a question into google and found the link to return it, not to much drama there to sort out. You do have to put loads of your personal information, even with the reference number. Comes to postage. £6.10 . Never, ever again will I buy anything from Aston Villa store or online. Absolute joke of a sales department. Pathetic management!