Arsenal Direct Avaliações 

Ordered a shirt. Their chosen delivery company is Evri who have “lost” the package. Have contacted Arsenal Direct and have heard absolutely nothing, can’t get in touch with a human. Absolutely awful customer service experience when you are spending a considerable amount of money.

08/09/2026:
To update my review - James from Arsenal Direct replied to me via email on 26th July. He was very apologetic and had already arranged immediate dispatch of a replacement for my damaged scarf which I have since safely received. He included a 20% discount code on a future order as a gesture of goodwill. After an initial disappointing experience, I feel that the response to my complaint was sincere and met my expectations.

Initial review, 20/07/2026:
I ordered a scarf but when it was delivered the package was shredded, torn open, and the scarf inside damaged with a hole in.
I submitted the online support form on the 11th July and received a generic automated acknowledgement saying ‘at this time it may take us slightly longer than normal to get back to you. Please kindly note that sending multiple messages may result in your query being pushed to the bottom of the queue’. However - no estimated time frame for response is given - so I have waited 10 days but no communication at all. I have now tried to call the Arsenal Direct helpline, but you get trapped through options asking you to use the online form! - it seems impossible to speak to a human.
I am leaving this review in the hope Arsenal Direct responds, because I don’t know what else to do. I would like this damaged scarf to be replaced - Order A56397860

Have been trying to return a £55 sweatshirt as it’s the wrong size since 7th July using the online returns system. First I got the message it was outside the returns window even though it had just been delivered. Used the contact form to raise the issue, also on 7th July, explaining the issue and have yet to receive a reply (it’s now 19th July). Tried raising a return again a week later and this time the order number showed as eligible for return but the refund amount was shown as £0. I’ve emailed Arsenal Direct again with this new issue but again I have only received the automated response. I’m now in a dilemma whether to risk returning the item and then trying to get a refund or wait for a reply but 12 days is an appallingly long time to wait already and the clock on the returns window is running down (maybe that’s the aim..)

I bought a shirt that I want to return (within the 28 day period) but their online portal does not work saying my item is non refundable, despite it not being a personalised item or swimwear/underwear etc. I've tried calling multiple times but the automated message directs you online. I've also emailed multiple times with no response. I would like to get my money back. It also seems like this is a common issue with multiple people experiencing the same thing! Such poor customer service. I would not recommend buying from here! Would be worth reporting to trading standards for such poor communication and service. Not getting any response from the company therefore lapsing the return policy time and losing your money. Not worth it!

Great response and service for a visit coming up to the stadium, excellent service.
Thank you Brady for all your help today

Brady was super helpful in giving me all the information we needed ahead of visiting in terms of accessibility and information concerning aspects of the tour. Brady was incredibly responsive and explained it all thoroughly which has made the upcoming visit a lot easier.

Placed and order for me and my 10 year old for her to wear to her first game at the emirates in August they said delivery would be 4-7 days which was fine as I would be off somehow it got delivered 2 days later to an unsecure place with no attempt to arrange a safe place as I got the notification 1 hour into the 2 hour slot evri gave and now my parcel is missing A62730217 I’ve reached out to arsenal but had no response and I know they take a long time to respond so I’m really not happy

Placed an order in may, keeps saying it's on its way but no tracking number etc. customer service is non existent have filled in online forms numerous times, you cant call them.. terrible service!
Update 24th July, so I sent back requested info re order nmber etc, no response but i recieved an email yesterday saying one of the four items was on its way?? no explanation? no date for balance, these are gifts for family that we visit at the end of next week

I am so disappointed with the service from Arsenal Direct. I ordered shirts and goods to the value of £330. Following Arsenal’s Championship win in May. Most of the items were on pre-order with a due date of mid June. Having chased multiple times, I received part of my order at the beginning of July. I ordered two hoodies but only one of the them arrived and was the wrong size. The other has not arrived at all and it’s now 18th July, over 30 days after they were meant to arrive. I sent two forms to Arsenal about the return, no reply. I tried to use the return form but the system will not let you as it’s been more than 30 days since my order.

I sent two more email enquiries via their forms but the missing hoodie, no reply.

This is by far the worst customer service experience I have ever had. I am so disappointed in Arsenal Direct. Can you please respond to my complaint and queries.

It is now 7th September and despite sending follow up emails I still haven’t received my refund. As agreed I sent back the hoodie and they acknowledged it was received on 7th August and a refund would take up to 14 days. I am still wafer my refund. Never again.

Dear Arsenal Direct Customer Support,

I am writing to formally complain about my order A57969185.

I have tried contacting your customer support multiple times by both email and phone, but I have not received any response.

In addition to the complete lack of communication, I have noticed that I was charged more than the total amount displayed on your website at the time of purchase. This is completely unacceptable. The amount taken from my bank account is higher than the price shown during checkout, and I have received no explanation for this difference.

As a paying customer, I expect transparency, accurate billing, and proper customer support. Instead, my payment has been taken, I have been charged more than expected, and I have been left without any updates or assistance.

I request that you:

* Explain why I was charged more than the amount shown on your website.
* Confirm the status of my order immediately.
* Refund any incorrect or excess charges without delay.
* Respond to this complaint as soon as possible.

If I do not receive a prompt response, I will have no choice but to escalate this matter with my bank and pursue all available options to recover the incorrectly charged amount.

I look forward to your immediate response.

Kind regards,

Hassan

I ordered approx 15th June…was told 7-14 days for delivery, I went away till the end of the month, on return I eagerly awaited my purchase, then i noticed an e mail from evri, saying they had delivered, and a picture of a package outside my front door…a package I never received nor did any neighbours see or move. My evri instructions were to leave with a certain neighbour or myself only. I’ve been contacting Arsenal direct since 2/3rd July and no one has responded to e mails or on line form, I’ve rang and all arsenal direct the call gets ended!! AFC fan all my life but this is absolutely ridiculous and unacceptable service!! I’m going to have to do a charge back as I can’t get anywhere!!

I don’t know what more I’m supposed to do, I had a reply from my complaint placed on Trust pilot, but the steps I was advised to take still haven’t worked. I’m so upset £212.00 out of pocket and birthday disappointment. All I want is the x2 Shirts that I ordered. If this isn’t possible then please refund my money. Every step advised has been followed and I’ve received absolutely nothing in response.

My order number is: A61988058

Please can someone take ownership & assist me?

Awful experience. Ordered a sweatshirt and it was sent with a hole in the sleeve. Not only was there a hole, but it was sent with a little sticker noting the hole was there and that the item shouldn’t be sent out. I would say the customer service is abysmal, but that would be too generous. There is absolutely no customer service whatsoever, just an AI chat that responds saying that it’s having “technical difficulties” and to “try again later”. I was hoping to speak to a customer service representative since the company is expecting me to cover the cost of return shipping despite having sent me a faulty item. Absolutely abysmal customer service. I don’t understand how this company is legally allowed to operate like this.

I ordered a personalised football kit costing nearly £200, and my experience has been extremely disappointing.

After placing my order, I received very little information about its progress. I've tried contacting customer support multiple times, but I've had no meaningful response. It's also incredibly frustrating that there doesn't appear to be a direct customer service phone number to speak to someone about such an expensive purchase.

At this point, I feel like my £200 has gone down the drain. The lack of communication and customer support has completely ruined my confidence in ordering from Arsenal Direct again.

Based on my experience, I would not recommend purchasing personalised items unless you're prepared for poor communication and long waits without updates.

If I could give zero stars i would (why can't I?). Sleeveless training shirt ordered 2nd July, allegedly shipped 4th July (order no. A62472070). Meant to receive by 7th July. Evri tracking says "we're expecting it ". On 9th July I filled out the customer contact form on their website. It did state they were a bit busier than usual but I would get a response. As of today (16th July) I've still had no response from Arsenal Direct. How long are customer's expected to wait? Oh, the form also states NOT to send multiple contacts as this may push my initial enquiry to the bottom, why? Is that a THREAT? There is no way to contact a real person, not even a chatbot, nothing, zilch....sod off and don't bother us seems to be the attitude.
As I've not received my order, I thought I'd go online to request a refund, I can't do that either.
In this day and age, TRANSPARENCY is key. This organisation is so far from transparent, why the apparent secrecy cloak, why can't paying customer's talk to you? Interestingly, on Arsenal Direct website they have over 8000 five star reviews....allegedly. You can only see the good reviews, nothing else, again a lack of transparency and TRUST!
I'm a 62 year old supporter, I've stood in the old clock end, Highbury, corrugated iron toilets....I thought we'd moved on from being taken for granted, meer cash cows, being taken advantage of.....apparently not.
ARSENAL HEAD OF CUSTOMER SERVICES, CEO, JOSH KRONKE ARTETA, RIP OFF BRITAIN, ANYBODY AT ARSENAL, GET A GRIP OF ARSENAL DIRECT! TRUSTPILOT SCORE OF 1.4 IS DEEPLY EMBARRASSING.
IS ANYBODY LISTENING?
ARE YOU INTERESTED?

I ordered a premier league champion shirt at end of May, this was for a birthday present for my partner. I emailed end of June as still not received and it was sent via Evri however never delivered. I have been in contact with Evri who state it has been lost and to contact the supplier. I have gone through the appropriate channels however have not had a response. Tried to phone on the number provided however goes straight to an automated message. Really disappointed as his birthday next Saturday and no present. All I want is a response. Order number is A59702745.

I got a a response from Arsenal direct on 26/7 apologising for not responding earlier to my enquiry and the poor customer service. They offered me a 20% discount if I buy from them and would refund postage costs if I did express delivery.
Luckily the shirt came back in stock so I did order it and it came within the week.
I used DPD so the shirt would be sent to my local post office so did not have to use Evri. They did refund me the 20% and postage costs.
Although I was very disappointed with the length of time it did take for them to sort out my complaint I am pleased they have resolved the issue now.
My partner is very pleased with his belated birthday present.

I feel incredibly let down by Arsenal Direct. We ordered our shirts on the 24th May, almost 2 months later we have nothing with no support or communication.
They have taken over £500 of our money and we have nothing to show for it!
A59331831

Don't know how Arsenal Direct are getting away with their non-existent service given the reviews around missing orders and no way to contact the company.

I'm one of those victims who placed an order on 2nd July where I was charged for delivery and two weeks later, no delivery, no updates, tracking link which does not work, DPD tracking link that does not work, and only automatic holding replies from the customer service team when I contacted them on the 8th and 10th July. My order no (A62459592) in case the company see this and know I'm telling the truth. Have they just stolen my money since it doesn't look like they will deliver anything.......

Why is the company allowed to continue selling if it cannot fulfil orders. Why isn't there a telephone number to contact them. How can such a big company operate like this?!?!

If anyone knows how to escalate further and report them to the relevant authority then please post it here.

I cannot understate how poor the customer service is. I ordered some items from the shop following our trophy win this year. My wife ordered the same item as a surprise, so simple enough I wished to cancel the order I made. I spoke to customer services who said I cannot cancel it but had to return it once it arrived. Seemed fairly simple?

I tried to do this online and their online return system is terrible. Wouldn’t let me return it so had to reach out to them directly. The only way to do this is via emails which they NEVER respond to and cannot speak to anyone on the phone. I’ve sent more than 7 emails and it’s been weeks without any correspondence. On Sunday they then responded asking for my order information, even though they make you put this in when you fill in a form to contact them! Make it make sense.

It’s by far the WORST customer service experience I have ever had. I still have not returned the item and have had no replies, forcing me to do this. For the scale of the club and money involved, it is beyond unacceptable to have this extent of a poor customer service.

I will be complaining and reporting to the ombudsman about this.