Arsenal Direct Avaliações 

Quick response for my query and resolved my issue. James was very helpful :-)

I have had a missing parcel for over a month now, have gone through both courier and Arsenal support directly, even had to sign denial of receipt forms despite providing countless evidence of how my parcel was “delivered” and Evri literally told me the parcel is unaccounted for - bare in mind Evri left my parcel on the external public steps OUTSIDE of my flat building according to photos of which there were two different parcels? I have been emailing for over a month, doing everything required, chasing them for responses of which I’ve only had two in over a month! So im left with -£190 and no kit or track top I ordered and I still have not been refunded or can barely get a response…

James answered my query quickly and was very helpful in resolving my issue

Genuinely the worst customer service I’ve ever had. I’m extremely disappointed with how this has been handled. I placed my order on July 28th, and after the package was declared lost in transit, I was specifically told that if it eventually arrived, I could keep it free of charge as a gesture of goodwill. After more than a month of emails telling me they were investigating and working on a resolution, the tracking suddenly restarted and the original package was returned instead. I’ve now been told a replacement cannot be processed due to “technical issues” and I’m simply being refunded. I was given false and contradictory information throughout this process, and more than a month of my time has been wasted. A refund for goods I never received is not a gesture of goodwill, after directly being told that they were working on a replacement. 44 days, and 25 of those were “working” on a replacement. 0/5, never again.

Terrible customer service, emailed numerous times to no response. Refund still not received

Updated Review -
My order was delivered by Evri, which unfortunately has been a very disappointing experience. For a club as big as Arsenal, I do think it would be worth considering using Royal Mail or another more reliable delivery service, as I’ve had several issues with Evri in the past as has everyone in the reviews section.

I also initially had some difficulty getting in touch with Arsenal regarding my issue. However, once I was able to submit a ticket, James took ownership of the situation and resolved it.

Thank you, James, for resolving my first issue, and then for also helping when there was a problem with the product I received. You dealt with the issue quickly, professionally and without any unnecessary hassle.

While the choice of delivery provider is certainly questionable and has affected my overall experience, James has genuinely worked hard to turn what started as a very negative experience into a positive one.

Thank you. At least I now feel confident ordering from Arsenal in the future knowing that, if something does go wrong, there are people like you who will actually take the time to resolve it.

Arsenal Direct are happy to breach consumer rights and not respond to complaints regarding this.

To AD - don't bother telling me to raise a ticket, the processing of my ticket is the issue!

(incorrectly processing faulty item exchange as refunds, processing said faulty item refund minus shipping - A64924580)

Update: Arsenal Direct tried to get this review removed.
I have emailed them twice receiving auto responses saying they won't be able to contact me for some time, but as soon as you put a bad review there's someone available to try to block it. Trust pilot giving me 3 days to prove this is a genuine review.
A67421001 is my Order Number.
A67421001 Arsenal Direct.
Supported the club since 1972. Long gone the days when Jack Kelsey worked in the little club shop.

DON'T ORDER from Arsenal Direct!!!
They use the cheapest delivery company possible: EVRI, who dumped my parcel outside the main entrance of my block of flats, taking a picture of a main door with parcels for other people in the block in a pile...items stolen £250 worth of gear gone. Chance of getting a refund from "we're too busy to answer any enquiries because we're constantly bleeding our supporters for as much cash as we can" Arsenal Direct... probably zero, unless I take them to court.
Using EVRI....why?? Can't believe they don't send stuff through DPD or Royal Mail.

Non riesce a fare le azioni salenti

Very swift resolution and great customer service from James!

As a loyal Arsenal supporter since 1999, I am deeply disappointed by my very first overseas merchandise order.

After 2 weeks of waiting my accepted order, I was informed my size of the home shirt is out of stock. While I received a partial refund for the original price $170, the taxes on those cancelled items ($15.68) were completely missed. To make matters worse, when the rest of the package finally arrived today, one of the item was entirely missing from the package.

I never expected a club of this scale to handle fulfillment and customer accounts with such carelessness. I expect customer service to look into this immediately and resolve both my tax refund calculation and the missing item and they take days to make a little step of progress.

James was very helpful in getting me the assistance I needed

Hi just to say i had a really good experience with Arsenal direct, i used the forum and they got back to me with my query and could not do enough to help, big shout out to James for his quick turnaround

Great approach and resolution of the problem with the cancellation of ordered tickets that were not delivered on time. Excellent approach and willingness from Mr. James. Thank you for the speed and great support. James is the perfect support.

We had a problem with attending our original stadium tour date, which was for a group of us for my 11 year old nephews birthday. James at Arsenal Direct got back to me within 24 hours to confirm that they were able to change it and sent me the new tour details.
Excellent customer communication.

My parcel is marked as delivered via evri… it was left outside for everyone to see. Someone has obviously taken it.

I’ve reached out twice in over a week and arsenal direct still haven’t been in touch with me!

UPDATED REVIEW
I would like to update this review as the issue was resolved very quickly.
I would recommend ordering from arsenal direct, and continue to order from them.

Order no A58134711 it has been 3 months since i placed the order I cannot believe that I am still waiting for the goods to be dispatached this is absolutely disgusting . It is impossible to speak to anyone this is the worse customer services i have ever cone across

Terrible organization and disappointing customer service: splitting matching sets and charging double shippingI purchased an authentic Arsenal kit (shirt and shorts). After paying, the shirt was refunded and only the shorts were processed for shipping. It makes no sense to split a matching kit, as the shorts alone are useless to me.To make matters worse, the shirt was back in stock on their website just a couple of days later. They could have easily waited a moment to ship the complete order. Now I am forced to rebuy the shirt separately, paying an extra €14 in shipping fees due to their poor internal management. Customer service refused to help or waive the shipping fee for the second order.On top of that, the order for the shorts is still stuck in processing, and I have had no tracking updates from DHL since September 2nd. Terrible management and zero customer care. Highly discouraged.

The print on the back of my shirt is falling off less than a month after I bought it.

It took a couple of days, maybe due to the volume of enquiries, for a response, but James provided an excellent reply with complete clarity and resolved the request really well. Thanks James!