Arsenal Direct Avaliações 

I ordered a personalised home shirt, and when it arrived, there were lots of issues. However, after submitting a negative review due to not being able to get in contact with anyone, James sorted me with a replacement, and this was done professionally and promptly. I will be cautious when ordering from Arsenal Direct in the future, as the shirt arrived in an unacceptable condition, and they are make it extremely difficult to initiate contact with the merchant. Thank you anyway, James!

Absoutley shocking customer service. Order was delivered late initially A64247792. The shirt is faulty has a big catch on one of the arms. Completed the contact form no response. Called the phone number will not speak to you said have to wait for a response from the form submitted. For such a big organisation this is terrible.

Ordered a new Arsenal shirt for my daughter with Rice 41 on the back but was sent Rice 14 instead! In the clubs policy it states that all items are quality checked before being delivered. Evidently this is not the case. I have requested a full refund and have tried to contact Arsenal Direct customer services but I have not heard from anyone.

Ordered the new away shirt in size Large on the 27th July 2026. It arrived within 3 days but was a size 3xl. Contacted Arsenal via the email portal on the website (as this is the only option) on Thursday 30th July 2026. Heard nothing back since. Can't return as its not the same size as on the order and they dont refund the delivery on orders. I don't want to be out of pocket when its not my mistake. No best pleased with the wrong delivery and lack of communication.

I purchased two shirts:

* XXL Away Shirt – Champions 26 printing with Gold Premier League badge
* XXL Away Shirt – Champions 26 printing with Gold Premier League badge

The day after purchasing them, on 25 July, I had to return to the store because the printing on my son’s shirt had already started peeling off. I requested a replacement shirt, but I was told this was not possible and that the printing would simply be re-pressed instead.

I explained to the staff at the time that I live in Ireland, not the UK, and that I would not be able to return to the store again if the problem reoccurred. Unfortunately, despite being re-pressed, my son’s shirt is now peeling again.

To make matters worse, I wore my own shirt for the first time yesterday during the match against Girona and noticed that the number, along with the “M” and “P” in the Champions printing, has also started peeling.

This is extremely disappointing, particularly considering these shirts are brand new and have barely been worn. It is clear that the printing is defective. I have sent an email to which I got an auto response stating to send query through website. I done this and NOTHING. Absolutely disgusting from our club, 2 brand new shirts that cannot be worn!

Had a small problem with my order but James sorted it all out in no time at all.
Really impressed by the speed and efficiency of the service he provided
Thanks

I ordered two Arsenal shirts on 19 May 2026, both with Premier League badge personalisation, as a special purchase for myself and my daughter.

I completely appreciate that personalised orders can take longer, and I understand that Arsenal Direct is likely extremely busy. However, it has now been 84 days since I placed my order and I still have no shirts and, more importantly, no meaningful update.

I have contacted Arsenal Direct numerous times through the online contact form, only to receive the same generic response about the delays. Despite repeatedly trying to get an actual update, I’m still no closer to knowing when my order will arrive.

I’m a huge Arsenal fan and was really looking forward to having these shirts for myself and my daughter, so it’s incredibly disappointing to be left waiting this long with virtually no communication.

I don’t expect miracles I simply want someone to look into my order, tell me what is actually happening and provide a realistic delivery date.

84 days and still waiting. Arsenal Direct, please can somebody actually get in touch and resolve this?

Appalling quality of the new 2026-27 Adidas replica shirts purchased from The Armoury in store. I bought the new replica away shirt (fan edition: £85.00) for my son and the thread began to unravel in several areas on the front of shirt, the very first day he wore it. No reply from the store after I contacted them.

Ticket created with Arsenal Direct 11.08.26 following their reply for further details via Trustpilot.

**Very disappointing quality and customer service**

I received my son’s new personalised kit, and unfortunately it arrived with a black pen scribble across the front of the shirt. I honestly don’t understand how something in this condition was considered acceptable to send out, especially given how much a children’s personalised shirt costs.

I contacted the company via email through the website and included pictures of the damage, but I have heard absolutely nothing back.

It’s hugely disappointing to spend this much money on a personalised kit for my son, only for it to arrive damaged and then receive no response when trying to get the issue resolved.

I would simply like the shirt to be replaced with one that arrives in the condition it should have been in the first place.

*still no further assistance after following their response on here. It’s not good enough.

Ordered my Arsenal away top on 5th August. Got the email to say it had been shipped on 7th with delivery date due 7-9. Date is now 10th and evri still says ‘we’re expecting it’ I need this before the 17th as I move away and no one is replying to my online tickets. Order number A64919867
Please can this be sorted asap as this is now urgent.

Dear Arsenal Direct,

I have received your email stating that you have re-requested the outstanding balance for my order A60243706.

I am concerned that this relates to the £101.70 Arsenal adidas Premier League Champions Home Shirt.

This shirt was a pre-order which I cancelled on 16th June 2026 and 18 June 2026. Arsenal customer service explicitly confirmed in writing:

“I can confirm that you will not be charged for item Arsenal adidas Premier League Champions Home Shirt on order A60243706.”

I was also contacted via email following a Trustpilot review on 20th June 2026, stating that Arsenal have cancelled the T-Shirt and that i will not be charged for it.

I subsequently received confirmation that the order was successfully cancelled.

I have never received this shirt, as it was cancelled before it was dispatched.

I paid £65.50 on 31 May 2026 for the other items in the order- Pyjamas and gift card. I therefore do not owe the additional £101.70 relating to the cancelled shirt as it was successfully cancelled and i was informed that i will not be charged for it.

Please urgently investigate this and confirm that the £101.70 will not be taken from my PayPal account. If the payment has already been re-requested, please cancel it immediately.

I have attached the relevant correspondence and payment evidence confirming the cancellation and previous payment via my Ticket requests- Trustpilot Review.

Kind regards,

Preena

Ordered 3rd June, still not shipped.
Order no. A60451200

I can't get a reply from anyone and order is stuck in "It's on its way" status for months??!

Shirt arrived missing the Champions League patch I paid for. I contacted Arsenal Direct via the only system of customer service they offer the automated chatbot, which denied I had made and order despite me supplying my order number, email, postcode and card details. It said I would receive a contact within 48 hours when I insisted it escalate to a human. I have still not had a response a week later. Terrible service.

So wish I had read these reviews. Absolutely awful customer service, order just tuck processing with no updates . Quick to take your money but not interested in delivery. Will never buy from Arsenal Direct again

Having to do yet another one of these for my daughter as no one ever gets back to you at Arsenal , have waited a week for a reply in relation to a missing parcel
And still nothing

After my last purchase was a complete disaster, this time it was perfect. New shirt arrived within 3 days. Couldn't be happier. Hopefully they've resolved their issues.

Hey Arsenal Direct, where's my stuff??? I was notified that it was despatched on 24th July but nothing since. I can't even blame the courier as they have never received it. You took my money quick enough but now nothing. I even filled out your contact form detailing this on 30th July and you haven't even got back to me.

I have returned an order to Arsenal Direct, and 24 days later have not received a refund. I wrote to them on the online contact form 12 days ago, and have not received a response.
I visited the physical store (who are a separate company) who gave me an email to contact. This turned out to be an unmanned inbox, and got an auto reply saying to use the previously mentioned contact form.

UPDATE: Within a day of posting this review a senior figure at Arsenal Direct emailed me directly with a promise that my refund had been issued and my problem resolved.
I can only praise the speed that this was fixed once brought to their attention.

I have amended the 1 star review to a 3 star, as while the service was excellent in the past few days is does not negate the original issue.

Super helpful and quick to get back to us. James was able to sort the issue promptly and very polite and friendly.
Thank you

Absolutely horrific! I pre ordered the Champions League shirt as a Father’s Day gift for my boyfriend on the 24th May, with the expectation of it being shipped early June, as the website advertised. Nothing. I contacted them twice early June and never got a reply, along with countless phone calls where I couldn’t get through - Arsenal are determined not to help! I finally got an email from them on the 28th June saying my order had been shipped (after Father’s Day had passed!) I am still waiting for the parcel to arrive. It is either lost although I’m pretty sure the parcel has been stolen as the company send their parcels in Arsenal packaging, making it obvious what’s inside. Nevertheless I still cannot get in contact with Arsenal to get a refund, I just want my money back at this point - Arsenal please help. £113 down the drain.. what a rubbish company, do not buy from them - save your time, energy AND money!