Arsenal Direct Avaliações 

I have to express my sincere gratitude to Arsenal and their Customer Service Team, in particular James. Having had an unforseen set of circumstances come upon us, I reached out to the team to explain our situation, which was going to impact on our ability to attend the Stadium Tour within the 3 month ticket expiry deadline as planned. James got in touch and was so helpful and understanding, and the Club extended our tickets for a further 3 months. We were so grateful for this, which was far more than we ever expected - we can't thank them enough. We are life long, avid Arsenal supporters and I booked the tour for my husband's birthday. We can't wait to visit as soon as we're able. Thank you so much AFC. That's our Club ❤️

Great website and excellent customer service. James was super helpful, prompt and polite when I had an issue with my order.

It took a few days to fully sort out but James was very helpful and did exactly what I wanted

I ordered sizes too small for my kids and James was great in quickly being able to cancel the order so I could re-order with the right sizes. Thank you very much!!

I placed my order for a champions scarf on the night we secured the title, back on May 19th and Arsenal Direct have provided zero update on its whereabouts. It just says processing in my order history. In fact they’re now selling the item on the Arsenal Direct website and yet I still haven’t received something I ordered 3 months ago. I patiently waited weeks for an update but was forced to chase in July, but they ignored it, I then chased again at the beginning of the month and once again they ignored it. It’s been so frustrating and put a real damper on such a positive time for the club. I’m at a real loss at what to do to be acknowledged and receive my order. Appalling customer service

I have waited forever for my online request on my missing package but still haven’t gotten anything. I put in an order a few weeks ago but DPD said they can’t ship it and I need to get in touch with the supplier. But ofc they don’t respond so now I’m going on weeks with no clue where my order is or when it’ll get to me. Very annoying too since I’m a boyhood Arsenal fan and love this club but the order experience online is impossible and deters me from buying more of their merchandise. The order number is A64728841 if anyone from the team can help.

UPDATE-Support team was very helpful and got back to me in a timely manner. And refunded me for the missing items.

James was incredibly helpful and understanding of my situation, responded fast with a solution. Couldn’t be more grateful!
We look forward to visiting the stadium soon!

I ordered 2 items, the new away kit with a printed name & a retro shirt with a print, all around £200. The courier company (Evri) left my my parcel in the middle of my front garden resulting in my parcel being stolen whilst i was at work. I have submitted a ticket to Arsenal Direct and still after about a few days, still no response. I’ve lost £200 and there is no one to help as you can’t call and nobody responds, absolutely poor service all round

UPDATE 24/08/2026
They said the courier completed the delivery with “Compliant proof” which is of them leaving it in the middle of my front garden behind the tiny food bins that are very visible walking past my house. Arsenal Direct don’t want to help at all, Absolutely disgraceful all round and completely disappointed in Arsenal FC for this treatment of one of their supporters. Will not be purchasing from them again.

SHOCKING !!!!!

I received excellent customer service from James on the E-Commerce Customer Service team when purchasing two children's football tops. The discount was not applied when I bought the tops and he assisted with my enquiry. Clear and polite correspondence throughout, which led to a swift resolution of my issue. All sorted and many thanks to James and the team.
Humphrey, Arsenal Fan and Gold Member.

I ordered the new Arsenal away kit about 3.5 seconds after it was released on the 24th of July. I still haven't received it nearly a month later. The tracking says it's "processing" and has been sent to the courier and the courier says it's waiting to receive the item. I can't speak to anyone directly because apparently Arsenal Direct customers don't deserve to speak to humans and Evri can't help because they haven't received the item yet. I've emailed each week to complain and still haven't received a response to my very FIRST email. It's a total disgrace that such a huge company can have such a terrible customer service provider. I 100% only recommend only buying AFC merch straight from the Arsenal stores or anywhere else. Save yourself the pain and time.

Made an order for 8 items and paid £313 on 19/5/26.
After 3 months waiting, Only 3 items received and still waiting for the items worth £130.
They sent me an email and said items dispatched but never get these items!
Ironically, I can see these items already restored and can order now!!!
ARSENAL DIRECT! SEND ME THE ITEMS OR REFUND!

It was a little hard finding the right category for me but as soon as I did I was met with a fast and accurate response

Was brilliant and really great customer service.

Its really worth going and the tour is great and trh museum has so much to see

Customer service was 1st class and very helpful

Over 2 weeks ago I purchased a football kit for my 10 year old granddaughter's 10th birthday which was last Sunday at an exorbitant price of £69.50. My order went through and I was informed my item was with Evri delivery company. I have had several email communications with Evri who have informed me that despite them trying to find my parcel it is now considered lost and that I have to communicate with Arsenal. You cannot get through by phone, email and no-one responds to messages left on their chatbot. My granddaughter has missed out on her birthday gift and I am out of pocket. This is a more than unsatisfactory situation, no-one seems to care, non existent customer service. My husband has been an Arsenal supporter for 75 years and is beyond disillusioned.

Unfortunately, I still haven’t received my Arsenal order, which I placed when everything I wanted was in stock. It’s now been over two weeks, and despite reporting the issue to Arsenal, I’ve heard absolutely nothing back.

The parcel appears to have been left in a random communal area rather than properly delivered no door bell rang no picture of my parcel specifically to say it’s delivered , and ultimately I don’t know what has happened to it. What makes this even more frustrating is that I contacted Arsenal two weeks ago and have been left chasing this myself.

When I initially called, the person I spoke to was incredibly unhelpful. I was simply told to “wait 5 days” without even taking any proper information from me about the missing delivery. No reassurance, no useful investigation and, since then, no follow-up.

Now the tops I originally ordered have sold out, so even if this is eventually resolved, I can’t simply reorder the items I wanted in the first place. I’m also moving in 6 days so I can’t even get it redelivered. That is what I’m most annoyed about — this could have been dealt with properly from the beginning.

I’ve supported Arsenal for years and have been waiting over a decade to see us win the league. I was genuinely excited about this order, so to have it apparently left somewhere random and then receive virtually no help from Arsenal afterwards is incredibly disappointing.

Arsenal, if you see this, please do not ignore me again. I just want someone to actually take responsibility for this, investigate what happened to my order and provide a proper resolution or just refund me so I can order again where I can trust it will be delivered

Very disappointing customer service. I expected much better from Arsenal.

horrible. Granted I made an error on the shipping address, but I emailed this company several times while the package was still in London to correct it. I received NO personal email back just a generic when we get it back...etc. it's been 3 weeks and nothing! They sure charged my card fast enough. I will never order out of the country again especially these guys. Ruined my grandsons b-day

It is now ten days since I received my order (A65156408), a new away shirt which had damaged player name and number printing on the back.

As the returns portal will not accept personalised shirts I immediately contacted Arsenal Direct via the form, indicating a faulty or damaged product. I have heard nothing back.

It’s so disappointing to try to support your team by buying direct from them and have the experience (both receiving a damaged item and hearing nothing back a week and a half after contacting them) be so appalling.

I just want a reply and a replacement.

I ordered item A65654309 for my son’s 10th birthday. The website promises delivery within 4-7 days, but weeks later I still haven’t received the item or even a dispatch confirmation email.

Worse still, I’ve contacted customer service three separate times and received no response whatsoever. My son was really looking forward to this and was very disappointed it didn’t arrive in time for his birthday.

Really disappointing experience — poor communication and no accountability. I’ll be pursuing a refund and would think twice before ordering from here again.

The retail experience delivered by Arsenal direct is reflecting poorly on the club cat a time when everything should be very positive. Having placed an order two weeks before my son’s birthday the kit arrived without the champions patch paid for.
Understanding errors can happen I contacted supporter services expecting a simple reply to arrange for a replacement to be issued. After waiting 4 days for a response I was only offered a refund of the £9 I had paid for the patch .

Considering the error was the clubs - the minimum offered should be a replacement or refund so this frustrating. I replied asking for a replacement instead.

As others have mentioned there is no way of speaking to anyone other than emails that take days to be replied to leading to more frustration. More time passed and a reply came agreeing that I could have a refund or replacement, I just had to return the kit and send proof of postage over email. I did this the same day. But Nearly a week later and without any reply to my email nothing had been sent.

I followed up as I could see the return had been delivered back to Arsenal but no new kit sent. Instead without any further communication a refund (minus the postage) was processed, despite me asking for a replacement. I’ve now had to chase again to get the full refund (I didn’t even want) and when you do eventually get a reply all you get is a different person repeating an empty apology with no explanation or real attempt to make it up to you. Hugely frustrating.

3 weeks on from the original order I’ve missed being able to give a kit to my son for his birthday and am back at square one. For a club of arsenals size to be accepting this level of service is frankly embarrassing.