Arsenal Direct Avaliações 

Great service from the Arsenal direct would recommend.

Courier just dropped parcel on the steps on a busy road. Obviously taken very quickly. Contacted courier who told me to contact Arsenal who told me by purchasing and extortionate costing shirt for my son I had signed up for a "knock and drop" ?! And they take no liability...

Ordered the new navy t shirt an had merino on the back the lettering is not properly spaced out and it looks like ME RIN O. For the money it cost this is disgusting. I have tried ringing but can’t even join a que to wait to speak to a human.

I ordered a 2025/26 Champions Shirt the night that we won the league (20/05). Order A57931238.

It has nearly been 3 months and I have not received any further correspondence. I would like to go ahead and purchase the new away/3rd kit, but I cannot commit to this with this unfulfilled order outstanding.

I wish to receive a full refund, or at least an exchange in the value of the original purchase (£101.70).

The fact that there are no direct email/web chat/phone channels to communicate via is extremely frustrating, as it now simply becomes a game of “it is on its way, just trust us”. Unfortunately, I feel I am now trapped in a consumer loop, with me ending up as the losing party in all of this. My goods have not arrived, but I am unable to communicate this without receiving a generic automated message ensuring its successful delivery. I am able to request a refund, but physically need the goods in order to scan the return QR code. There is no option for failure of delivery!

It makes little to no sense, and I can see I am not the only victim of this poorly executed champions merch rollout.

James is very nice person to help me solve my problem on Direct online shopping website right after I wrote a mail to seek support. Absolutely 5 stars!

I don't like that I have to give my club 1 star.

I have been a member of Arsenal for 20 years, regularly attend games as a silver member.

I recently placed an order for trading cards. A couple of weeks after ordering, both mine and my wife's orders (who is also a member) were cancelled and given a refund with no explanation.

We stuck within the limits (1 per person), yet I've seen other people receive their orders who clearly ordered more than 1.

Very disappointed.

“Buy direct, support your club”…so we can charge you twice then deny it repeatedly.

I purchased a few items from the champions collection the night we won the league, which were marked as a pre-order to be delivered in June

A week or so later I received an email saying the order had been cancelled due to system issues, a few days after that I received an email saying part of the order (a keyring & t-shirt have been shipped & I was charged for that part of the order. So far so good…but that’s where the service peaked.

I received the parcel & it only had the t-shirt (which was ripped at the sleeve) I was told that the keyring was never shipped even though I was told it was & that it would be part of the rest of the order to be shipped at a later date (so the cancelled order email was completely wrong).

I then got charged in July for the rest of the order but the overall fee came to £13.50 more than it should’ve been - the exact price of the keyring which I was told was shipped in the initial part of the order and previously charged for.

To me it was an obvious thing to spot and should be easy to resolve. Nope. Arsenal told me that I’d only been charged £130.50, despite my previous email including a screenshot of my bank statement showing I’d been charged £144.

I’ve resent the proof that I was charged £13.50 extra so I’ll see what they say. I’ll resort to a chargeback if they continue playing dumb but it shouldn’t need to come to that.

Safe to say I won’t be “supporting my club” through buying directly in future. Absolute joke - AVOID AT ALL COSTS!!!

Ordered the away shirt on 24th July, had an email saying that it had been shipped and would be delivered by Evri on 31st July.

It still hasn’t arrived and Evri have not even received it yet.

Have logged two pointless tickets with their customer service team, no reply in 2 weeks. No phone number to call either, literally no way of contacting them.

Disgraceful service for a company the size of Arsenal. They should freeze orders until they have fulfilled their existing ones, but they won’t because they want more money out of pure greed. Third kit has released now too so I imagine the backlog has only got worse.

EDIT: Adding order number - A63935019

I ordered the new away shirt on 24th July, got a tracking number from Arsenal direct to say that it should be delivered on the 31st July. Still haven’t seen it and Evri say they still haven’t recieved it.. tried to get in contact with Arsenal direct but no phone number just a contact form which I filled in on 6th August with no reply from that still to this day.. can someone please help? I want my shirt! Order number A63756602

I couldn’t attend the stadium tour. James was very helpful in refunding the amount. Really appreciate it.

A absolute joke. No way of getting hold of anyone. Never get a reply from anyone.
They got my order wrong and cannot get hold of anyone to get it corrected.
The customer service is embarrassing. Quick enough to take your money but when you need help they are non existent.

I have used this link and done again what I have done before.
Will see if any luck this time

Absolutely disgraceful company. Avoid - billionaire club but can't be bothered to provide basic service.
First I ordered gift vouchers having checked the terms on their website before doing so, only to find after buying the vouchers that they don't let you use them for preorders. Refused refund until multiple complaints and threats of legal action.
Then made pre-order using credit card. Received "goods shipped notice" on 29 June and my card was debited. However the good were not shipped and have not been shipped. They have a recorded message on their phone line saying "do not call us, email us". However they've also ignored multiple emails.

They honestly don’t deserve any star from me. I always have the worst shopping experience with them and if I successfully get my refund back now. I’m never ever buying from them and I’m going to discourage everyone I know from doing same.

I placed an order A61987740 since the 5th of July. I got an email for cancellation on the 24th of July due to unavailability of stock and today is the 14th of August and I’m yet to get a refund with absolutely no means of reaching them. I’m honestly fed up and exhausted sending enquiry form and trying to call them with no response. It’s such a disgrace for a big team honestly

UPDATE (20/08/2026)
The team finally reached out to me same day I left a review here and looked into the case and I got a refund on the 19th of August

Like others have said, I completed their online form a week ago after receiving poor quality items and had no reply and you can’t speak to them on the phone.
I ordered a women’s cut shirt with a name and patches and one men’s cut shirt blank. They printed the wrong shirt, sending me a blank women’s cut and a poorly printed men’s cut shirt. They even misspelt the name of their own player on the back and there’s a tear down one of the numbers. How they’re okay with sending out slop while charging an arm and leg is insane to me.

Arsenal then got back to me after this review and once I managed to get hold of them, they handled this fantastically. I have had replacements send and my order partially refunded, which I appreciate. James in particular has been very helpful with the issue I faced.

I do still think it’s important to highlight the subpar items leaving the warehouse and how difficult it is to get hold of a team member when something goes wrong. There is still work that needs to be done from Arsenal to stop people experiencing what I and others have had.

Faulty shirt - I reject this item within 30 days and request a full refund .

I offer this review as a balanced appraisal of the service I have received from the Arsenal direct website with a view to suggest careful consideration to anyone ordering from them.

I also have an outstanding issue with a puchase that needs a satisfatory resolution. I would recommend anyone to take note of this before ordering from Arsenal Direct

The service is swift and delivery is as described when you order, however my experience when things go wrong suggests that this is not a business that I would recommend.

I am prepared to allow ArsenalDirect to reach out to me to resolve this issue, however, having used their preferred method of communication and not received any contact, I am skeptical.

I have regularly bought shirts from this website and did not have any problems however this time was quite different. I ordered a shirt for my stepdaughter who is a massive fan of the Women’s team. I ordered the authentic shirt with a WSL badge and a player’s name - a total cost of £144.00.
When the shirt arrived, it was clear that the process of adding the personalisation (players name and badges) had been poorly executed and the shirt was now stuck to itself in several places. I sent pictures of this to the retailer.
Naturally, my stepdaughter did not want to risk damaging the shirt by trying to separate the ironed on patches, bearing in mind this is a £144 product.
Looking at the obvious flaw in the product, I looked at the returns process on the the website. I attemted to raise a return for the FAULTY item but was not able to do so as the item was described as not eligible for return (presumably because it was a customized order)
Given the reason for return was because the item was faulty, I was disappointed to find that the process for returns was so difficult. I was clearly returning an item that was faulty and not fit for purpose and to have so many barriers put in the way of a legal right under the sale of goods act was frustrating.
I contacted the company via their contact page and after five days, I had not received any response other than an automated email acknowledging my contact. I have sent a follow up message and have had no response.
I am giving a 1-star review on the basis that there is no option for a 0 star review
The item I received is faulty and the lack of response to my request for a refund/ exchange, for an item that is clearly not as described and not fit for purpose. This contravenes my rights under the sales of goods act.
There seems to be no quality control in the customisation and dispatch of merchandise and no clear customer service process for returning faulty items that have been customised/personalised at additional cost.

I have spent £144 for a shirt that is stuck to itself and cannot be worn and received zero contact from the retailer. I await the retailer’s response as a result of this review.

I reject this item within 30 days and request a full refund.

I am writing this here because Arsenal Direct has left me with no other way to get in touch. My order (Order Number: A64058272) was marked as shipped three weeks ago. However, Evri tracking states they have never actually received the parcel from the club.I filled out the online contact form over two weeks ago and have received no response. When calling the main club number, there is no option or routing available for retail/merchandise queries.As a supporter, I am incredibly disappointed by this complete lack of communication. The item was bought for my partners birthday which it won’t be here for. I either need my items dispatched immediately or a full refund. Please contact me to resolve this.

After leaving the above review someone from the club got in touch to resolve the issue with the lost delivery. They offered compensation via a partial refund and had the item sent out as express delivery. They were looking to uphold the high standards of the club and seemed genuine when acknowledging the difficulty in my customer experience. Good resolution, well handled, just a shame that it took a bad review for someone to get in touch. I can appreciate the ‘unprecedented demand’ on the shop right now with us winning the league (COYG) but I’d still prefer to shop at the club direct rather than going to a partner supplier. Better communication needed. Jumper arrived and was good quality as always.

I purchased 2 items from the Arsenal shop. One item was delivered just fine, no issues. However the other item was stolen by their 3rd party shipping delivery driver. The shipping company is called Speedx. When I realize that the delivery confirmation says it was delivered to me with proof of delivery pictures and date/time stamps, I reached out to them to let them know. I should add that the delivery pictures that I received were pictures of the front of my house, my house number zoomed in and my front door zoomed in. I never received a picture of the actual package in front of my door. My house camera didn’t have the delivery recorded because no one ever delivered the package. When I looked carefully at the pictures I noticed that the front of my house was different than the current state because my bushes are overgrown vs the clean cut the picture displayed not only that my front yard trees are way bigger now compared to the small trees the picture displayed. So I went on Google and looked up my house and low and below were the exact pictures that the delivery driver submitted for confirmation. Ultimately, the driver pulled the google pictures of my house and manipulated the delivery confirmation. I reached out to Arsenal and Speedx and explained everything and they sent the delivery confirmation to me. At this point I got mad and told them that their delivery driver committed fraud and theft and I wanted my package. After weeks of going back and forth and them opening up an investigation, they send me the gps coordinates of where the driver said they delivered my package which was 20 mins from my home at a shopping center. So I said to them, you’re telling me that your driver got 20 mins from my home, maybe decided to have lunch, looked up my house on google and did all that manipulation for a $40 package. They acknowledged that they were in the wrong, Arsenal refunded me and said that I could order and they would take care of the shipping via DHL. Up to this day, no one has called to have a conversation over the phone and to see how we can make this better because their folks committed fraud and that’s a representation of Arsenal because they use that company. Quite disappointing. This was not simply theft, it was fraud. So I say to folks being mindful of yall orders and choose who you’re shopping with wisely

I am writing an update to my previous issue. A Senior E-Commerce Customer Service Executive named Danhai personally stepped in and demonstrated absolute professionalism and true class. Danhai issued an immediate full refund back to my card and generously allowed me to keep the jersey without needing an international return.Although the initial product QC was disappointing, the swift and decisive recovery by the senior management has completely restored my confidence in Arsenal's service. Thank you, Danhai, for saving the day! (Order Ref: GE13018180075GB)

I ordered a shirt and hat for my kids dad and only the hat has arrived even though email confirms dispatch of both items.

Cannot talk to anyone on a phone and going by the reviews my contact form will go unanswered. I'll give it a few days and then probably have to raise a request with my bank for a recall on money paid

Placed an online order on 24 July and still haven’t received it despite being marked as delivered by Evri. I contacted customer service on 29 July and I’m still waiting on an update. I’ll avoid the online store in future.