Arsenal Direct Reviews 550

Order GE10637131939GB
If only Arsenal Direct would take responsibility and apologize for their mistakes, they might still have a chance to save their reputation. Ordered Christmas presents 3/12. Supposed to be delivered 15/12. When no sight of order before Christmas I asked to either cancel the order or add a discount. Then half my order suddenly canceled (was on stock when I ordered). Other half shipped way too late. Initial AI responses useless but the semi-automated responses from "real people" at customer "service" to my countless Emails are even more insulting and frustrating. Not accepting responsibility, blaming shipping agent, not adressing my questions etc. Parcel is now in customs after 5 weeks in stead of 5-8 business days . I will not do the customs clearance unless Arsenal takes responsibility and adds the discount or cancel the order. In that case the parcel can stay stuck in customs. I have reported the problem and paused the scheduled payment with my payment provider. I have been a faithful customer and bought a lot from Arsenal in the past. Products have been good quality, but this experience has definitely been very disappointing and I dont see myself buying from them again unfortunately.

two parcels that were marked as delivered on 07 January at approximately 3:46pm.
According to the tracking information, both parcels were left on a doorstep.

When I returned home from work neither parcel was present!!! There was no option available to change the delivery method or nominate a safe place, which makes this situation even more concerning. (Amazon shipping was the courier)

One of the missing parcels is valued at £400 and the second parcel is an Arsenal shirt valued at £120. This means over £520 worth of items were left unattended on a doorstep, which is completely unacceptable.

I am extremely disappointed that items of such high value were simply left outside without any attempt to ensure they were delivered securely or made to be signed for. This has resulted in significant inconvenience and distress, particularly as one of these items was intended to be a birthday gift, which I now do not have.

Thankyou.to james one of the ambassadors at arsenal for dealing.with my order as promised it was sent next day delivery.
Its a shame it took so long
But I have a happy son .
James my.advice to u is look.at all the reviews and look.and see who have not got there orders from.xmas and try and put things right it might put faith.back.in the club and u wont get so meny bad reviews and reach out to thoes people damage control goes a long way .
But once again thankyou.for sticking to.your word .

I'm so disappointed. I ordered a jersey for my partners birthday on Dec 3rd. It is now January 6th and nothing has arrived and the tracking provides no useful info on where it is!! HORRIBLE SERVICE. I've emailed multiple times and have not been provided with clear updates. My order number is GE10660611468GB. Give me a clear response as to where my order is or GIVE ME A REFUND. This is ridiculous. You guys owe me 150 dollars. This is a scam!

This is an updated review. Sadly, there was some issue with the delivery of my order, but this was quickly resolved by the team as soon as I brought it to their attention. The team immediately sought to investigate the issue with the courier and find the best way to solve the matter and get the item to me in good time. A deep thanks to James, who personally dealt with this matter for me and went above and beyond to ensure that the package reached me in perfect condition the very next day, just in time for the recipient's special day. Thanks again to James for the remarkable assistance on this matter and solving it with efficiency and care. Excellent customer service.

Constantly bombarded with adverts for this pathetic and useless online shop while accessing other sites - can't access basket to actually purchase items I want in the same shop. Can add them to the basket, but not see the basket or checkout.

How does a club that paid off players tens of millions £s to end their contracts early have such a bad app and shop? Is an app and website that does the basics really beyond such a big club?

Ordered (GE10766949755GB) clothing and hats etc for my sons for Christmas. Delivery estimated to be the 19th of December. Items still haven't arrived. Emailed them at least 3 times about a refund no one responded. A joke of a business. No customer service. Will never order off them again.

Edit: I'm changing my rating from a one to a five. The reason is that the shipping company lost my delivery - not Arsenal Direct. When the problem was discovered, I received brilliant and quick help from James at customer service. I quickly received new items with express delivery to Sweden. I'm so impressed with how quickly, professionally and kindly they resolved the problem. We are so happy - and the delayed Christmas presents were so long awaited!

Old rewiew: Placed my order on the 27th of november. Christmas gifts from my daughters to their stepdad. No update since the 4th of december and Christmas Eve is here. The Girls are so sad. No answer from customer service. Ordernr: GE0456927473GB

Ordered items for my son for Christmas on 20/12/2025 & paid for express delivery. Payment has been taken from my account but items have not been shipped. I have tried to contact Arsenal but only automated e-mail received saying they are experiencing a delay in despatch. This is not good enough. Arsenal Direct should not advertise an express delivery service that they can’t deliver. Last order for Christmas delivery dates should have been brought back if they were experiencing problems & a notification put on the shop site. I would not have ordered items if I had known they would not arrive in time for Christmas. Will have one very disappointed son tomorrow. Order no: A51511573

Ordered more than a month ago and their customer service has not responded in a week to my inquiry re my package. Never ordering here agin

Terrible service. Ordered an un personalized training kit with plenty of time to be delivered before Christmas with ann estimated dispatch of 3 days. This is a christmas present that was dispatched yesterday and will be delivered after Christmas on 28th. I made contact twice to chase order and was met with an automated response to say they were busy. Other retailers do not seem to have an issue with dispatching in a timely manor. It should be made clear when ordering if they are unable to fulfill a reasonable dispatch time. It’s clearly a gift
For Christmas being ordered early December. If you can, avoid

No way of contacting for an update.
Ordered a non personalised item that was on stock on the 16th December and still no update on the 23rd.

Requested an update via the online form and still nothing.

1 Xmas present the son won’t be getting.

Order number A50869440

Received a shipment notification on 19 December from Arsenal Direct. I follow the tracking link and it indicates nothing has been shipped at all. All Christmas presents for my children which were meant to arrive well before time. Contacting the store leads to an automated response unrelated to my query and no update on what is happening despite repeated messages to the online store.

Awful service. Not good enough.

Order A51209980 on Dec 2nd, Took over 3 weeks to "ship", even with shipment email it hasn't left the warehouse and the courier is still waiting on the item 3 business days later. Contacted twice, get automated responses. Not a fan of being told 10 days, then getting told an additional 6-10 days. This first purchase has really left a damper on me buying more merch if this is how they are year round.

Update: took 3 emails to support in total to get this shipped after a month of NO COMMUNICATION! EST delivery puts this at 1 month+ from Oder to est delivery. Garbage service needs massive improvement.

Ordered for next day delivery.. no confirmation email, no order number, no means of directly contacting them. The phone number is just for the stadium and matches. Just an autogenerated email after you use their contact form that says theyre experiencing extremely high demand.. at christmas!? No way.. what a surprise!? So update the website!!!! If you cant deliver what your advertising (delivery for christmas) then don't have it on the website. A kids christmas present now not arriving in time. Didn't think I would have check reviews for a global company.. but here we are.

If I could rate zero I would, probably like many others on here. Fell into the trap of the advertising of order before 22nd of December for Christmas delivery. Placed an order on the 13th of December, nothing personalised so should be very straight forward for in stock items. Have rang and contacted and just receive poor automated responses. Like the membership service or no service the club offer it is again beyond poor. Order no. A51465950. I shall await the response for this review to say raise a ticket.. 🙄 disappointed son on Christmas Day yet another let down by Arsenal football club.

Ordered training shirt for my son’s Christmas present over 2 weeks ago. Says shipping takes 3 to 5 working days. Still waiting for despatch and shipping number. Website still claiming Xmas delivery for orders placed today. Standard automated response to emails etc. looks as though we will have a very disappointed son come Christmas morning. Not a good way to treat suppprters Arsenal though I doubt you care once you have their money.

I didn't receive my order. Bought kids watch. customer service non existent. you chat with AI and never hear from it again. I wish i read reviews before dealing with this incompetent company. order n. GE10544058014GB

Ordered over a week ago using the express delivery option and I am yet to receive a dispatch note. I haven’t gone for any personalisation and the items are showing as in stock. I have tried numerous ways to contact them but I am repeatedly sent an automated response. This is not good enough and I am now really upset that my boys won’t be getting their order from Santa on Christmas Day. I understand there can be delays at this time of year but advertise it and make people aware so they aren’t paying extra delivery and left massively disappointed. I ordered some other Arsenal items from JD sport the same day and everything arrived the next day. As a global multimillion pound this should not be happening and all you will do is drive people to ordering fake kits. This is my order number in case anyone happens to see this message and wants to get in touch. A51565357

Placed an order (A50619262) on the 11th December so should be plenty of time for delivery. As of today have had no updates and items still not dispatched. My sons will now be missing presents which I'll have to pay extra to obtain replacements from elsewhere, not good enough for a company still advertising for Xmas cut off on the 22nd.