Arsenal Direct Avaliações 

Order number A61190649 Just dreadful. Ordered two kits and after tracking delivery on DPD have seen that having been delivered to Dagenham Depot Arsenal requested them back. No idea why. They took my £240 instantly. This is the second time the shop have failed me.

Our original tickets were cancelled due to Match Day. Contacted the club, and James was extremely responsive and helpful in guiding me through the process of rebooking.

The Arsenal Automated phone systems told me to contact you with my complaint more then a week ago and have still had no response, I purchased my arsenal shirt from the amoury in London,.got back home to Bristol and noticed this was a faulty product, I registered a complaint with you initially and you finally responded,weeks later and told me to send it back via post with all relevant details and information, which I did immediately and the item was tracked to being received last Wednesday at 12:48pm. I heard nothing so I tried ringing the Armoury directly and could not get through to anybody, So then I was diverted back to official Arsenal phone lines who then eventually and 10mins of automated gave me the email I 'HAD' to write my query too. I still have heard nothing and this is getting ridiculous..I want my money back or a like for like replacement now. Disgusting how a fan of the club for 36years.is being treated! Please sort this out... I enclose my most 'recent' email to you :

Dear Arsenal Retail Support Team,I am writing to log an urgent product fault regarding an Arsenal shirt that I physically purchased at The Armoury store.I have just mailed the item directly back to the stadium store address via Royal Mail as per the official store return instructions for remote returns. The tracking reference for the package is AS392831328GB.

Please note that this return is for a faulty item, which overrides the standard 28-day change-of-mind retail policy under the UK Consumer Rights Act 2015. The shirt features a clear manufacturing defect on the back fabric: a faint, "phantom" Adidas logo error which was misprinted during production.

Because your automated phone systems directed me to file this email, I require a supervisor to manually log this case. When parcel AS392831328GB arrives at the stadium retail office, the team must inspect the back of the garment to verify the manufacturing fault.Please acknowledge receipt of this email, log the defect against my tracking number, and confirm that my statutory refund will be processed upon arrival. I enclosed the receipt with this item costing £112.50, Additionally, please include costs of returning the faulty goods of £10.95 which I have provided a receipt for also

James was fantastic in resolving my issue. He was very responsive, clear and fulfilled my request.

I ordered (A63724375) the new home and away kits for my daughter, had them customised with her name, champions patch on the arm etc. The club sent them with Evri and was told they would be delivered 28th July, it’s now the 7th August and I still haven’t received this package. I have sent multiple “Contact Us” forms on Arsenal Direct and have heard absolutely nothing. Evri have admitted to “misplacing” the package and have told me they would not refund me for losing the package and any attempt at getting in contact with Arsenal has been a nightmare. Absolutely shocking service from both of them, not Arsenal’s fault that Evri has lost the package but the communication and trying to get a hold of someone is disgraceful. Paid over £136 for 2 kits to have nobody get back to me after the courier company has admitted it has been misplaced.

A week ago I received a shirt with the wrong font on for the second time in a couple of weeks. I contacted customer service but have had no reply. I put a complaint about them on Trustpilot and they replied apologising and asked for the order number, I gave them this and have heard nothing about it since. I spend a lot of money from this company but when they get it wrong it is awful getting things sorted!

Trash store.
Had my order cancelled after they held my money for over a month.
Avoid.

Major issues with two recent orders which remain unresolved:

- Order: A58899536 - The first order was for two ‘champions’ t shirts. Arsenal Direct debuted my card four times (!) and despite contacting via the online form some days ago I have heard nothing back and am still significantly out of pocket.

- Order A63923679. The second order was placed by my wife for our new away kit, in size large, intended as a birthday present. When the kit arrived, it was a size medium. Again contact raised via the form with no response yet and no option to call or speak to anyone.

Unsure when or how either of these issues are going to be resolved.

Order number A63787399 spent £150 which was painful enough, but wanted my son to have a treat
Still not been sent after 3 weeks, can see on some reviews people are waiting weeks.
Arsenal have taken my money, but refuse to respond to any of my enquiries with regards to my order.
Really upset, customer service is appalling. I have one upset little boy.
Arsenal please contact me, at least give me my money back I've saved for 4 months to buy these products for a birthday. You don't even have the decency to refund me.
I will never purchase from u again.
You're behaviour as a club, taking people's money that have supported you all their lives it's fraudulent

The ordering process was smooth and easy and the dispatch to Evri was very quick. I can not undertake why you chose to use Evri as a delivery company. Their service is absolutely shocking. They had my parcel for a week before it moved and then kept getting updates to say it was going to be delivered and then updates saying it had been delayed multiple times. When it did finally arrived, the outer box was absolutely soaking. Luckily the items insider were well packaged so were all fine. This was a birthday present for my other half and even though I ordered it in plenty of time, it missed his birthday by 3 days. Please give more options for delivery other then Evri. I can see from the other reviews on here that others have also had a terrible experience with Evri also.

Booking was a really easy process, and James made it so easy to get confirmed, he was a massive help!

Awful service. I now have two missing orders with Arsenal Direct where Evri have said the package is missing and I cannot contact Arsenal Direct as its only a form online and still haven't heard anything. One order has been missing since the end of May and the second order totaling almost £300 has been 'lost' by Evri. Awful awful service and you can't speak to a human to resolve it. Shocking

Is actually the second time James has helped me with a couple of hiccups with my Arsenal orders. He has been really good and solved mi difficulties in a blink of an eye

Placed in order on 21st July for two items. One item arrived on 25th July with second item missing and no delivery slip stati g whether items were to be delivered separately. Order shows and complete and delivered in my online account and money for complete order has been taken. Completed online form on 25th July, still no response. Have also tried calling and emailing direct but neither are active. Absolutely disgusting customer service.

Absolutely awful , come home to a missing parcel after the delivery company left it on my front door step , normal companies have a live chat or a number , arsenal have neither , you pay £100 for a top which in this day and age is allot of money but have to fill out a form in which on there website says might be pushed to the back of the queue , now to wait for a reply and a replacement shirt to hopefully be sent out

bestilte 2 trøjer og 1 champagne. min ene trøje sidder mærket ikke ordentligt på. har prøvet at skrive til dem men har intet hørt fra dem. mit ordre nr er A63926728

I have tried so many times to contact customer services via the contact us form on the Arsenal website and I have had no response. Hoping I will now get a reply!

I placed an order A63705432 on the 24th of July and still have not received my order.

I then contacted Evri, the courier that had my item. Please see their response below:

Thank you for getting in touch with your enquiry regarding parcel T078FA0001408120 and advising us that you have not received it.

I have looked into this for you and I can confirm that we have been unable to deliver this parcel as it has sustained some form of damage whilst on its journey to you. When this situation occurs, our depot team will assess the extent of the damage. On this occasion, I’m afraid we had to dispose of the parcel.

I sincerely apologise for any inconvenience caused by this, I can appreciate this will undoubtedly be a disappointing outcome for you. Each parcel goes through several handling and transportation processes and on rare occasions, this may happen.

The swiftest way to resolve this matter would be to contact the retailer/sender of this parcel and they can make any further arrangements necessary for you, which may include a replacement or a refund.

If you need anything in future, please contact your Evri Customer Service Team and we'll be happy to help.

Kind regards,

Evri Customer Services

Can someone please get back to me and send a replacement and also refund my shipping as I feel this is way too long to wait for my order!

1 Star – Extremely Disappointing Customer Service

My experience with Arsenal Direct has been extremely disappointing.

My order was marked as delivered, but I never received it. I reported the issue immediately and fully cooperated with every request throughout their investigation. Despite this, I have now been waiting for weeks with no resolution.

The most frustrating part has been the communication. Responses have been generic, repetitive, and unhelpful, simply stating that the matter has been forwarded to another team. After sending a detailed follow-up requesting an update, I have now gone over a week without any response at all.

As the retailer, Arsenal should take responsibility for resolving issues like this promptly. Instead, I have been left chasing for updates while still being without the goods I paid for.

I expected far better customer service from a club of Arsenal’s size and reputation. Until this matter is resolved, I cannot recommend ordering from Arsenal Direct.

EDIT - 7 days since posting this, I have done what Arsenal have said and I haven’t even received a response, if I could go lower then one stars I would.
Additionally, the investigation I started with even I was told to contact retailer which has again amounted to no response. So unprofessional.

CHARGED TWICE FOR ORDER
I always buy my Grandsons shirts from Arsenal direct but never again purchased 2 26/27shirts I have been charged twice so 2 shirts have cost £444 I have sent 3 web forms the last one twice 24/07/26 and then 31/07/26 still no reply unable to speak to someone so searched for an email I got an email address but guess what it’s no longer manned and reply says to send a web forms… having to do charge back via my credit card provider awful customer service for such a big club !
Very disappointed ☹️

Ordered over a week or so ago for my son's birthday.They said it would be delivered in 4-7 days.Now just got a message that dispatch is delayed so my son won't have his present on his birthday and it's being delivered by EVRI who are notorious for missing/stolen deliveries.
Really advise against using this website.Better to go to the shop and buy in person.I would give 0 stars if I could...be warned! .I am in London,UK
Uodate:After opening up a complaint ticket things moved ahead and EVRI delivered today