Arsenal Direct Reviews 

I would give this 0 if allowed. The order took 4 weeks to arrive, instead of the expected 3-5 working days. One item is missing. Nobody is available to answer the phone, and email correspondence is very slow, if at all. I will never use it again, I'm afraid.

Ordered off the website on Monday 15th December for express next day delivery 3 X kids socks ( all 3 kits) , ordered on my phone and forgot to save the order number , expected a email confirmation, still no order confirmation, shipping details or reply two 2 emails , 2 calls and 3 forms filled in on the website. should have learnt my lession from last year when they cancelled an order 3 days before christmas after ordering 2 weeks in advance
Alex
maybe you can try and reply ?

Ordered a tracksuit for my grandson for Christmas on 3 December. Said 3-5 days delivery. Now 18th and after 3 attempts to find out if it will be sent still no wiser. Have been told extremely busy but I’m pretty sure they are not up to the job. I’m not a young Nan so am desolate now as I haven’t got the chance to buy him a replacement as they never once said it was not in stock. I’m not sure what I’m going to do. PLEASE FO NOT BUY FROM ARSENAL DIRECT. IT WILL LEAD TO DUU IT DISAPPOINTMENT-WHEN NO ONE ANSWERS YOUR FORMS THEY REQUIRE YOU TO FILL OUT. SHAME ON YOU ARSENAL.
Let’s see - my order number is A51151989.

UPDATE: Arsenal asked for order number. As you can see given said they would try to help me. I was so glad as this has made me feel very down. Unfortunately nothing happened no reply , no dispatch of items, we currently have no Christmas present for my young grandson.
UPDATE. Order was finally dispatched and was delivered today Sunday , by Amazon delivery. What a relief and thank you Arsenal for finally doing the job.

DO NOT ORDER FROM THEM.

Wished I had checked reviews before ordering - assumed they were a proper shop. Ordered 5/12. Order still not shipped even though it said 3-5days on website. Can’t speak to anyone. Have tried to cancel and get a refund so that I can order elsewhere but apparently that’s automated too - just says cancelling ‘might not’ be possible, so no idea if I should order elsewhere or not.

ABSOLUTE SCAM OF A SHOP. DO JOT USE!!!!

Placed an order on 6th December (A51253899) thinking it would arrive in plenty of time for Christmas but still no sign of the order being despatched. When I try and contact the club there is nobody to speak to and receive an automated reply. Looks like I could have an upset son Christmas Day!

I feel very let down by Arsenal Direct, I placed an order on the 1st December Order Number A51178967. Whilst I appreciate it’s a busy time for them, I do feel that their website information ref Delivery within 3-5 days is very misleading. It also says today that if you order by 12pm on 22nd December you will get it before Christmas!!! I feel they should have stated on the website that there would be delays with orders before I had paid for my items as I probably would not have bothered if I’d known that before I placed the order. If they can’t get my order dispatched after 18 days how the hell can they get it to you for Xmas after the 22nd. Very misleading and feel totally let down. When I chase it up I just get a bulk standard reply. I’m beginning to wonder if I will ever get my order and as for letting the people down that wanted these items for Christmas is such a shame. People think twice before buying anything as you may not get it.

Waiting update as stock supposed to finally be available! Seriously DO NOT ORDER from Arsenal direct
There are other replies to accurate reviews from Arsenal saying they have no training tops in stock I haven’t had this update passed onto my email.. Shocking customer service!!!

Replied with order number as requested and no further info from them

Seriously try another supplier sadly Arsenal is a joke.

Like another review I would give zero stars if option, stupidly ordered again from Arsenal direct after last two orders had problems. One took 3 weeks to arrive due to stock issues and the other one was cancelled as Martinelli was too long for a child’s shirt! Been waiting since 4TH DECEMBER for order only getting in progress email when chasing, unable to speak to a person about problem they really are rubbish and certainly don’t help with the stress of Christmas shopping order ref A51273232 as per your reply unsure where else I respond to

GE10700537541GB
Updated: edited my review to 5 star
Arsenal Direct thank you for resolving my order and making us happy

I placed an order on the 1st December and the order confirmation stated that it would be delivered within 3-5 working days but I’m still waiting. I’ve tried ringing & submitted several update request but only ever get automated responses. Dreadful customer service - I would expect more from a reputable company. I will have to convince my two young sons to support a different club.

Like so many others I’ve paid for express delivery for my order of a Training shirt for husbands Xmas present. I’ve chased this twice via online chat and had the same generated response telling me they are busy, be patient etc. it hasn’t even been dispatched! I would like to know why they’re still advertising that if you order by 22nd December you will still receive item by Christmas! I have phoned the number advertised however this is not for the retail sales this is for ticket sales only. I would have expected better. Do better, hire more staff and get organised. Order number A51439606

Ordered a training top as a Christmas Gift on 8th December and no updates provided. Really disappointing as the website is still accepting orders and suggesting these will arrive before Christmas! Not good enough when people have no idea whether to re-order elsewhere or risk not having a gift! (A51234241)

-UPDATE - a representative emailed and advised that stock will be arriving and my order will be shipped “soon” then offered a 20% refund which I appreciate.
HOWEVER, I asked for tracking details, a firm ETA and as of yet have not had a response, therefore issue remains unresolved until this order finally SHIPS 18/12 - ARSENAL PLEASE ADVISE

A51281978 - WORST customer service or service I’ve ever experienced! CHARGED for an order which has never arrived or shipped!
I Placed a small order on December 5th, for my son’s Christmas present.
I chose only items showing IN STOCK, clicked on the “delivery in 3-5 day option” at check out - this delivery option is a COMPLETE LIE.
To this day 2 weeks later there is STILL no dispatch details, no confirmation of an eta, NO reply to my emails sent to their generic email address: supporterservices@arsenalxxxxx and NO update on when the hell this order will arrive!!

This is false advertising and illegally taking my money for items never received!!!

I demand an answer as to where my order is and WHEN IT WILL ARRIVE

Placed an order at 08:30am on 15 December and paid for express next delivery. Still no delivery and order status says processing. Order no: A51537014. This was required as a gift to be exchanged this evening hence paying for express next day delivery.

*** GOING OFF REPLIES FROM ARSENAL TO OTHER SIMILAR REVIEWS IT WOULD APPEAR THERES AN ISSUE WITH THE NEW TRAINING WEAR *****

WHY THOUGH ARE PEOPLE WHO ORDERED THEM AFTER ME ARE HAVING THEM DISPATCHED?????? WE ARE STILL WAITING!!!!!!!! ORDERED 2&3rd Dec!!! 😡

Absolutely disgusted with Arsenal Direct. Placed 2 orders the beginning of December as said dispatched was in 1-3 days and delivery 3-5 days. So plenty of time for Xmas. But no ….. one week to Xmas and the orders have not even been shipped!!!but you’ve taken my money!!!! So very much doubt they will come in time now! They are gifts from grandparents so now my son won’t get a gift from them this year. What a let down!!! A51255316 & A51233216. You try to call and just get an automated response saying dispatch times from 5&6 Dec (our orders were placed in 2&3)! Sent contact forms only to receive automated responses asking for patience! Well I’ve lost my patience now. Such a poor service from such a high ranking team! We have bought a lot from you including tickets and tours and this is how you repay fans. I’m sure you don’t care though! Won’t be buying from you again.

I don’t know why I don’t learn my lesson. Every Christmas I place an order in November and then panic as Christmas gets closer with no news.

Same this year. Placed order on 3rd wk November and a month later no update.

They’re marketing SO hard to get us to buy stuff and then they can’t fulfil it.

Oh and don’t attempt to contact Customer Services…

EDIT: I received my order today, well 50% of it. The shirt was missing 🤦🏻‍♀️

So both late, and incompetent

Order number A51254482
Would rate zero if I could
Ordered over 3 weeks ago delivery stated 3-5 working days & I’ve still not received a tracking number & order never arrived . This is a Christmas present off my daughters grandad who has spent over £100 & has nothing to give his granddaughter for Christmas. I’m absolutely devastated I didn’t read these reviews before hand still awaiting a response from this absolutely shocking company . DO NOT ORDER I will be taking action

Order number A50978886
Thanks to Arsenal Direct for reaching out to me, the parcel arrived on the 5th December. It sounds as though the issue was with the courier and not Arsenal Direct.
If you are waiting to collect an order, might be worth going to the collection point as they might have it.

Bought a Christmas present on the 8th of December from Arsenal Direct. Got an email where it said the estimated delivery was on the 10th of December. Now it is the 17th, and I still haven't received anything. I have written two emails to them, but they haven't responded to any of them. Do not buy anything from this website! I will never revisit this website!!! What a shitty Christmas. I want my money back! The order number is GE10710004741GB and GE10709856040GB

Unable to contact through the website, getting an automated reply. Ordered several times with mostly good service. However, on this occasion the service has been terrible and with no way to contact them without an automated reply. For an official club provider and with no way of contact the experience is awful. I will now be trying to get my Arsenal shirts from elsewhere as they do not seem to care about your orders. Getting a reply saying that they are busy and just to wait and you will not get responded to is not acceptable for an over £150 order. When you are buying items for christmas with nearly a month to spare and not getting any hope that they will arrive is not very good from an official club shop. Order A51158754 just says on the way, clearly it is not. When you have to resort to leaving a bad review on a club you love to get a response. Please Arsenal direct, look at your customer service and try to resolve the issues you clearly have by the many bad reviews.

Another abysmal review for Arsenal Direct, I wish I’d seen these posts before I ordered. Order number A51326801 placed on 9th December and paid for next day delivery, absolutely nothing since. Reading other reviews seems unlikely it will arrive for Christmas. Absolutely unacceptable Arsenal Direct, both excuses with Black Friday (every other company I’ve ordered with have managed it) and shocking customer service, or lack of. An automated message and then being cut off is not acceptable customer service, a big club should know better.