Arsenal Direct Avaliações 

I accidentally bought the standard Arsenal stadium tour instead of the Legends one, however, James from the E-Commerce team swiftly came up with a solution so that I could get a refund and get a place on the Legends Tour ahead of time as it was possible it could have sold out.
The legends tour itself with Perry Groves was excellent. He is a genuine legend of the club and clearly is a big Arsenal fan so was fascinating to hear from an insider how the club functions.

Placed an order on 14th August 2026 for £680, order received on 20th August which was great. However, I have been trying to return the sizes that are not suitable and I cannot get through to anyone and the returns portal is not working.
Any help with returning these items and getting my money back would be greatly appreciated!

Order number A65923920

I ordered an away top A65617862, 9th August 2026. I got a shipping email on 11th August but the tracking information has never worked and it was not delivered to the post office it was due to be. I have been in daily (tracking has never worked).

To date, I have not received the top I ordered, nor have I received any communication regarding dispatch delays. I have sent multiple online contact forms raising my concerns, since a first one about tracking information not working on 13th August to on on 31st August saying I had still not received this, all of which have gone completely unanswered. I have called Fan Services who have said Arsenal direct is nothing to do with them. There is no email to contact. We are silver members, we spend so much time and money with and at Arsenal, this is shocking customer service and I’ve been really surprised by it.

We needed some assistance with our Arsenal tour and James was really helpful and efficient in getting everything sorted. This was really important as it was a group booking with several kids, so it definitely made a difference for us to have someone who was happy to help and to get everything worked out. Thanks again

I purchased the new Third Shirt in size Junior 13-14 Years as a birthday gift, but the final look has affected the overall visual balance of the kit.

The back number appears to be an Adult-sized 25cm font which looks oversized on this Junior kit, yet the gold Premier League sleeve badge is in Junior size. It also lacks the curved name layout from the official previews.

I have contacted customer service to clarify the specifications, but was informed that a response will take longer than expected. Even if a replacement is arranged, it will not arrive in time for the birthday, which is quite disappointing. Hoping for a proper resolution soon.

Update:
I received a reply from Arsenal on Trustpilot. I followed their instructions and explained the issue again. Then I got an automatic email saying I needed to complete an online form to get in touch. I filled it in three days ago and still waiting for a reply...

I was supported by James who was friendly, quick to respond and help me with the problem I was experiencing. Thank you again!

Over £250 spent on new kits and after one wear, no washes, 2 of the tops have the lettering, numbering and gold badge coming off, I wrote to them on August 26th about one of the shirts but have not had a response, tried calling, thats not possible either. 2 very disappointed children unable to wear their new kits. Have never had an issue contacting the club until recently.

I have been supporting this club for 23 years. Bought a lot of merchandise from Arsenal direct but this time my experience has been as shit as Spurs. I have Successfully made payment to my order, completed my order, received order confirmation email and then the next day they just canceled my order without any reason. I ordered a lot of merchandise together with my friends to share the shipping fees, and now both of us is massively disappointed.

UPDATE: submitted a ticket and nothing happened

PREMIERE LEAGUE LOGO IS PEELING OFF (hasn't been washed yet, worn once only today).

I AM DISAPPOINTED with the QUALITY for a £133 shirt I paid for overall.

I ordered the new BLUE Arsenal adidas 26/27 Authentic Away Long Sleeved Shirt, and I personalized it with his name and added the premiere league logo as well.

I got the item last August 5, 2026 but my boyfriend only took the tag off today, Aug 31, to wear it whilst watching the Arsenal game today. It hasn't been washed yet and the premiere league logo is already peeling off.

The return form won't let me return it possibly because it's personalised but based on the terms and conditions for returns even if it's personalised, we can return it if the item is FAULTY, which it is (peeling off premiere league logo).

I took a video to prove it's peeling off. We still have the tag here as it hasn't been washed and just took the tag off today.

Order Number: A64168060

Order received: August 5, 2026

A month after my purchase, the product has still not even been dispatched, despite the website indicating delivery within a couple of days. When I asked for an explanation (first via the website’s chatbot, then by email), I was told that the item would be shipped by the end of the month. It wasn’t. I have now requested a refund via PayPal. My worst shopping experience so far. A shame for a football club such as Arsenal.

Given my lack of communication from Arsenal Direct despite being a loyal customer for years; an Arsenal member for over twenty years; alongside my children for 5 odd years…the only conclusion you can reach is they simply don’t care. Over 4 weeks since my issue, no direct response from club, just an incorrect couple of sentances on a previous trustpilot review. They are obviously making so much money after the title win, they simply couldn’t care less about loyal customers or your issues. Do not buy from this site, until they get themselves sorted and start caring about fans/supporters again.

Placed an order (A58991268) for a Premier League Champions Home Shirt on 22nd May, which has still not arrived.

The "My Orders" webpage just states "it's on its way", and has said this for over 3 months.

Completed multiple contact forms but have not received a single response.

This shirt was intended as a birthday gift. As a longstanding club member this has been a really disappointing experience.

I am extremely disappointed with how Arsenal Direct has handled my order and subsequent attempts to resolve the matter. I tried posting a review here more than a week ago and there was no response from the team to date.

I placed two orders (A59208325 & A59294892) for delivery to my hotel in London. Shortly after I arrived, I received an email from a member of the Arsenal Direct team informing me that the order might not arrive before my departure. As I was given the option to cancel, I replied the following day confirming that I wished to do so.

Unfortunately, I received no response. A few days later, I began receiving notifications that the order was being processed for delivery despite my cancellation request. I tried unsuccessfully to stop the delivery and, as I was due to leave London, instructed my hotel to reject any deliveries arriving after I had checked out.

About a week after returning to Singapore, I was notified that the parcels had nevertheless been delivered. The delivery photograph showed the packages left unattended in a corner, despite the fact that I was no longer staying at the hotel.

I contacted Arsenal Direct again through their Customer Service form and initially received a prompt response from Brady, who requested additional information to process my cancellation. I replied immediately with the requested information, but once again, there was no further response.

Since then, I have repeatedly attempted to contact Arsenal Direct, including on 9 July, 3 August and 19 August. Despite giving them ample opportunity to investigate and resolve this directly with me, I have received no meaningful response or resolution.

As of 29 August, I have therefore been left with little choice but to file a merchant dispute with my bank for the charges. It is particularly disappointing that matters have reached this stage simply because Arsenal Direct has been unresponsive.

I would much rather have resolved this directly with Arsenal Direct. I did not ultimately receive the goods, and since the parcels was apparently left at a hotel after I had checked out, I do not even know what subsequently happened to it.

For a club and brand of Arsenal's stature, I expected considerably better customer service. I still hope Arsenal Direct will finally respond and work towards a fair resolution.

Terrible service delivery. Placed an order a few weeks ago for my little boy, the new away shirt. Courier returned parcel by mistake, Arsenal direct took ages to respond to emails when I was trying to chase them. I got so desperate I went to the emirates stadium and asked in the armoury store who just brushed me off and said they were a different branch and cannot help me. When they finally got back to me, they thought the parcel was lost in transit with DPD and offered a refund or replacement. Turns out they resent the delivery with Evri instead which they did not seem to have a clue about. They also said I could keep the parcel as well if it ended up turning up alongside a refund but I was honest and said I had now received the parcel but would appreciate some compensation for the stress of spending weeks trying to get this issue sorted out. Instead they said thanks for your honesty but were not giving you anything back. I won’t be ordering through this site again after the customer experience I’ve just received.

Damaged goods – Order A66497012 f– formal request for resolution

I received my £103 Arsenal shirt damaged.

I have already contacted Arsenal Direct through the prescribed customer-service channel and received an automated response advising that, because of current demand, there will be a delay in responding.

I have also attempted to resolve this by telephone, but the telephone system provides no route to an Arsenal Direct representative and simply directs customers back to the same online process.

I therefore have no effective means of resolving a straightforward faulty-goods issue.

The shirt, packaging and proof of purchase are all retained and available for inspection.

I am asking Arsenal Direct to either:

1. provide a replacement shirt in undamaged condition, or
2. provide a full refund of £103.

Please treat this as a formal complaint and contact me directly rather than directing me back to the automated customer-service system.

Arsenal’s internal customer-service workload does not remove my statutory rights concerning faulty goods.

Order number: A66497012

RESOLUTION PLEASE

Arsenal need to start treating me as A CUSTOMER and not a FAN and the difference is that you have my MONEY, A FAN gives you loyalty.

James did an amazing job sorting out my query as I did panic when I realised that I had made a mistake with my very early morning order! Thank you James

They are a joke I get we won the league and they got a lot of orders but I ordered the Red kit nearly 3 months ago had nothing sent 3 emails finally got a response to say the kit was delayed. I then cancelled the Red kit. They refunded me.
I ordered the second kit which arrived and the bit that’s even more hilarious is I wanted rice on the back we all know his number is 41. He’s been 41 forever and they printed it as number 14. I then asked what’s going on. They said send the top back which I did to find out there’s nothing in stock so I now have a pair of shorts and socks but no top and then the best bit they said as a gesture of goodwill they’ll pay for postage when the top becomes available. But I’m the one who should check when it does become available joke of a club.

In this 21st century they don’t even have an automatic reply to acknowledge new junior members. It’s like literally telling young boy, I don’t care in the face for being a die hard fan. Very disappointed in the arsenal club. You have automatic reply for complaints but not for a new registered members a least not this bullshit to the junior fellows. It pains my heart for him for being an arsenal fun to receive this treatment from you guys. Right now only God knows when he will receive his membership email and the free packs. He wanted the third new jersey with Saka print, which I was ready to buy for him but I am visiting him today and I will show him the reason why I will not be buying by letting him read all the reviews about purchasing jerseys from you guys which I just chanced on right now. He should come to my team.

I ordered the home and away shirt on the 31/7/26 and it was due to be delivered on 6/8/26. It still hasn’t been not arrived. You cannot call them, only email them which I have done every day since. It is now 25/8/26 and not only have I not received my order but I have still not heard a reply from my numerous emails. I am now taking this to trading standards and the national press as this is disgraceful customer service.
An update on this review…it is now coming up to a month since my order should have been delivered and despite sending them an email and a complaint every day since, Arsenal have still not had the decency of getting in touch with me. Still not had sign of my order even being despatched.
A final update…Today 12th sept some 37 days after it was due to be delivered the away top finally came. This was only after I had been to the trading standards and sent a letter through recorded delivery to arsenal telling them they were in breach of the consumer act. Still no home shirt as they blamed the delivery company for losing it even though the delivery company are in non receipt of the goods. No apology from arsenal and no compensation for the awful customer service. I will never use arsenal direct again and I would advise anyone reading this not to use them. Shocking disgusting experience from start to end.

I have ordered two home shirts with player printing on in recent weeks. The first arrived with some of the printing missing and the second arrived with wonky printing. I am unable to submit a return form because they don't allow returns of "personalised" shirts and they are not accepting calls for the last five days at least. You also can't return to the physical store near the stadium. Awaiting a response to the online form I submitted but the holding email received has already said to expect delays...