Arsenal Direct Reviews 548

ORDER NUMBER A58030165. Ordered a number of champion shirts on May 26th. Still waiting for 2 to arrive. Had an email to say there’s a delay but only the ones that were recently ordered. I ordered mine before this. Have emailed Arsenal but no one are replying.

Updated Review
Initially I ordered a personalised top which arrived with a misprint. While I agree with people's frustration that there is not a dedicated customer service phone line I have to say my experience of the online customer service has been outstanding. I had a great response which outlined and answered all my questions. I was made to feel like a valued customer and supporter. I will definitely continue to buy from Arsenal direct. Massive thanks to James from the E-Commerce Customer Service

I ordered a champions shirt on 20/5 for my grandsons birthday present on 2/6 with a 3 to 5 day delivery. Expected on 30/5 still nothing. Order A58469197 I paid £4.99 delivery.

All sorted, delivered today in time for his birthday today.

The Customer Service is pretty bad. They don’t care about customers and supporters at all. They just don’t care. They only care about MONEY. Don’t know where to contact customer support. There is no platform or chat like Gymshark where you can chat with Human Support within a hour. If I sent a request to customer service of Arsenal Direct, I have to wait for 2-5 days for their reply. That is just email reply not conversation or chat to fulfill or discuss over the things you need. They said the free delivery over 100 pounds and the delivery time is within 4-7 days. So i order for over 300 pounds and i got only free standard delivery which I don’t complain. But the order didn’t arrive even after that period. I noticed on facebook group that some people received within 2-3 days even they ordered late than me. Someone on facebook group ordered on 22 of May and received on 25th of May. Even though the prints on that one person shirt was misspelled Champions to something, he or she did received the order within 3-4 days. Am i facing the discrimination or racism? I thought ARSENAL opposed discrimination and racism but what about ARSENAL DIRECT? Do they have the same vision as ARSENAL? Now i am pretty disappointed and worried about my order. I don’t know the update for order. Do the order dispatched or being processed or out for delivery? One thing for sure is I love the Club and I won’t buy anything from the The Arsenal Direct again which is not worth my time and energy and money. I really hope Arsenal improve their customers and supporters service in the future. COYG. Order No - A55760421

Last resort is leaving a bad review in hope someone replies because ive been ignored all week

I ordered the ‘champions 26’ shirt the day they came out. It was delivered and when opened realised that they didnt print on the shirt.

I have called and theres no human. I have emailed and it bounces back. I have submitted 2 forms and i keep getting automated responses. Its impossible to speak to someone!

Spent £150 on a shirt that hasnt been printed on properly, now theres no stock and i dont know what to do. The lack of service after people have sent so much money is appalling ! Now missed out on wearing the shirt for the big parade all because no one will respond!!

Order number - A58167249

Update to review below: following Arsenal Direct response I would like to point out that at the time of ordering the items were absolutely not “pre order” with delivery timescales clearly stated as evidenced in my order confirmation received. Response is inaccurate and misleading. Orders should not be taken without clearly setting out delivery timescales at the point of order, anything less is misleading and probably contravenes consumer rights act. Rating now reduced to ZERO stars following reply. Order number A58668034, placed this order 21/5/26 with a 4-7 day delivery timeline, orders despatched between 1-3 days. Ive received no despatch notification, have tried ringing (automated message only with no option to speak to anyone), used their contact form and no response at all. These shirts were birthday gifts and ordered in sufficient time for trophy parade yet no communication at all. Now the pending debit card payment has expired and disappeared from my bank account so I am left completely in the dark and unable to contact anyone about this order. Appalling level of service - will never again use this online website.

Poor service. Passed the delivery time and still no answer to my email about the new shirts. This company is a shambles. Wish I’d read the reviews before ordering from Arsenal Direct. Poor service — avoid!!!

My order was placed just after Arsenal won the league, so probably the busiest time for the website in 22 years. My shirt arrived before time advertised which is a great effort. It was very easy to order and the shirt arrived in perfect condition.

Only “negative” thing I would mention is there was no tracking provided with the courier that was used, so I didn’t know it was coming.

Absolutely shocking experience. Ordered the champions shirt on 20th as soon as it come out and it said 3-5 working days delivery. Received a tracking 4 days later and still no movement on the evri website “we’re expecting your parcel”. This shirt was meant for a funeral this week as my grandad was the biggest supporter. Explained this seeing if they could chase it up, I get a copy paste response saying delayed order times once processed I’ll get a tracking. You haven’t even read my email or checked my order!

I have already received a tracking! My order is clearly lost!! And now the order page says pre order delivery June??? My email confirmation literally states 3-5 working days.

Absolutely shocking and criminal! Clearly I’m not the only one in this situation so I guess I’ll be doing a charge back! A57958921

Absolutely disgusting I have paid £148 for a shirt it has not been dispatched order number A58271582 and I have emailed no response shocking in fact disgusting . I have called numerous times and cannot help me, I have Crohn's disease and is causing me stress. Emailed twice and no response absolutely shocking this is also a present for my son who is not well himself and he only wanted this for his birthday this week.

Had an email to say it’s on its way rubbish, still no shirt this is wrong on all levels.

I ordered a gift for my husband checked out as a guest but set up a password when prompted when the order went through. Received no confirmation email of order and when I went into my newly created account it says no orders. Money has left my account. Emailed customer service no reply. So sat in limbo.

It goes without saying that its no surprise that that Arsenal Direct has such a poor star rating, and if I could give no rating I would.

I placed an order on Sunday for a sweatshirt and a "pre order" Champions T shirt, literally 2 min after that I realised that the delivery address was incorrect (to a PO Box in South Africa that I dont use anymore) and followed the online direction to try and Amend the order and explained the situation etc etc, no surprise that I received a generic email informing me that nothing could be done to change that!!! Really, 2 mins after I placed the order nothing can be done? What a joke!!!

I tried a variety of options using different reasons and pretty much the same result, more generic emails....Somehow I did get a response from Alexander the e-Commerce Customer Service Executive (yeah right, Customer Service), initially pretty much saying that the delivery address could not be changed because the parcel had already been despatched to DPD couriers, really, nothing can be done???

He expected me to call DPD to change it, and although I already new the answer, I called DPD and the staff member I spoke to said that I could not get the address changed because I was not the shipper, but if Arsenal called them there was still time to make the required change to the correct address.

I immediately sent Alexander an email to inform him that this was the case and even gave all the parcel info, no surprise I was ignored I had to chase up again a few hours later and finally got a reply from Alexander with the same nonsense that nothing could be done and I would have to wait for the package to be returned from South Africa, what are the chances of that?

It was clear to me that Alexander made NO effort to contact DPD, otherwise he would have said so.

Its clearly not the case that nothing can be done, but rather "I dont want to do anything to assist you" because it takes too much effort.

It shocks me that in this day and age that if an error like this occurs, people just cant be bothered to make an effort to correct it, lets not forget I'M THE PAYING CUSTOMER!!!! I will have paid £115-00 for something that I will NEVER receive and more than likely never be refunded for.

Its one thing to try be efficient with order processing, but then having ZERO contingency to fix mistakes made by customers, it calls into question the whole process on the website to try "amend" an order when they already know that in Arsenals policy is "nothing can be done." Their solution is "Open a ticket", well I did, 3 or 4 and still here we are!!!!

I have been an Arsenal fan for 40 years, but this has left a very sour taste in my mouth. NOT the service of a Champion team!!!! Shocking Shocking Shocking!!!

Poor from Arsenal

Zero communication relating to shirt order despite ordering well in advance I’m now worried we won’t have our shirts in time for the parade

Orderd 2 shirts on the 20th said 4 to 7 days delivery . Now with no communication changed to pre order. Tried ringing to cancel you can get through emailed on the 22nd no response.

How can you change an item to pre order with out telling the customer.

Very poor

Awful experience with 2 orders in quick succession.

First order A57716680 was for my son, paid for personalisation in which they got my son’s name wrong. Raised a ticket and despite saying that I would get a response within 48h, it’s now been 72h and not a word and I cannot get through on their phone line.

Second order A57809009, ordered on the 20th, immediately took payment obviously and it said to expect delivery in up to 7 days. It’s been 6 days and don’t even have a tracking number so have raised a ticket as would obviously want to wear at the parade. Again no luck on the phone and have raised a ticket.

I will continue to try on the phone but struggle to understand how 10/11 am is peak hours when the lines are only open until 5pm, just not good enough for the level of money being charged

Edit: it’s now been 4 days without a response outside the automatic ‘we’ve received your email’. Don’t quote 48h at the latest and then leave me waiting for 4 days. I will be instigating a charge back on both orders tonight if I have not heard from you as this is just terrible customer service and honestly seems like a scam operation at this point. Do not buy from here go in store if possible, it’s not worth the hassle.

For my second order I, like many others, can see you changed to a pre order despite no communication. Terrible practice all people want is honesty and communication so they can plan accordingly.

Ordered next years home shirt, it came with damaged printing at the back. Filed a complaint and got a full refund for the shirt. Great service.

Would give zero if possible. Payment gateway never working via app or browser.
Not a premier league champion experience.

Placed order while an item wasn't listed as pre order, marked as pre order the next day and when questioned they just canceled it and now I'm at the back of the queue so screw me I suppose.

Family? Mistakes happen but to be treated like mud after well, you'll never see another penny from me or my family.

Shocking!! Impossible to speak to anyone and constantly directed to the ‘contact form’ which no one replies to!!! Ordered a t shirt over a week ago and supposedly damaged in transit so returned to Arsenal direct. Only reason I knew is due to me chasing. I asked to be sent out another on next day delivery. Radio silence!! Spent over £100 on fresh air at this point!! So frustrated!! Rang and emailed daily..nothing!!

To be fair the problem isn’t directly Arsenal direct - but it is how they choose their supply partners. ERVI are as bad as Tottenham Hotspur’s! They just can’t deliver so why would you partner with a company that low balls the cost And then lies To your fans about delivery days? That’s not cool and it’s not on! I paid in good faith and by association you fair to deliver. I can not in my right mind buy anything from you again until I feel your paying attention. You items are not
Cheap so don’t be cheap on the delivery execute a full
Service or are
We not worthy of
Your respect??
Buyer Beware They have no moral compass at the moment and need to grow a pair!