Arsenal DirectReviews 

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!

My order still hasn't been shipped! When I asked about shipping, no one knows anything! When I asked about canceling the order, no one knows anything either! I have filed a complaint with the bank because I don't want to wait any longer and there is no normal response about the order being fulfilled!Order number A57178157 and GE12248313288GB !

I just received my order and I been given the wrong item, I ordered the womans crop for my girlfriend and received a mens M, this is not the first time but it will be my last, now I have to wait 14-15 days for my refund....
never again

I have been a red member of Arsenal since forever and their website has always been AWFUL, whether trying to buy a ticket for a match or using the online shop! For goodness sake Arsenal SORT IT!!

If I could give no stars I would for the size of club Arsenal are Arsenal direct is nothing short of an embarrassment.They use budget couriers like evri who haven’t even processed my delivery after a week now.You email and just get some pathetic excuse a few days later I would recommend anyone not to buy off here and use adidas or places like jd who actually care about their customers I’ve never been so embarrassed to support this shambles of a club

I bought the third shirt in August, it arrived in September and in less than 8 months, some of the lettering of 'Fly Emirates' has peeled off. With most football shirts I own I've had them for years and the letters haven't peeled off. Peeling off after 8 months is beyond pathetic and I fully expected a replacement or refund. Instead I was only offered a 20% discount on a future purchase as more than 6 months had passed since I purchased the item. This discount is useless, their solution is to try and get me to spend more money at their store, where they evidently sell poor quality shirts. I hope this can be resolved. Being a diehard Arsenal fans makes this experience all the more disappointing.

UPDATE ***
We have now heard back and it appears our order has been lost but Arsenal are sorting.

Ordered 2 pairs of shorts almost a month ago and says shipped through amazon and sorry for the delay. We have called and you just get cut off so have emailed 3 times and no response. No customer service whatsoever! This was a gift for my daughter’s 18th birthday which has obviously been and gone! Next time is to go via bank to dispute the order.

Ordered a week ago, no email confirmation and no order number. Have actioned a charge back from my credit card.

Edit - arrived today. Still no email or order number or anything, but it’s arrived which is the main thing. I have cancelled the chargeback. Maybe in future you communicate better as this would then eradicate bad reviews.

I ordered something and its not been delivered nor has it has a status update for a week. I emailed the Arsenal Direct Help Centre, no response. I did try to get additional help but I kept getting AI bots and form responses that didn’t help. I’ve tried to contact the courier but they’ve not been helpful either. I’ve been waiting for my order for over a month without any support from anyone and it’s been awful. I’ve not had any issues before, but this new shipping provider has turned me off completely from ever ordering again.

EDIT: The shipping company has not updated their shipping and hasn’t found the package. DPD says a different thing. I was refunded but I wanted the items I ordered. Ive been told to reorder the items but I don’t want to spend that much again to run into similar issues because it was a gift for someone close to me. I am not going to be ordering from here again. This whole experience has been extremely frustrating and disappointing. If I had known the courier, I’d never had ordered from here.

Hi,

I placed an order on January 12th, and it still hasn’t arrived. I reached out a few weeks ago for help, but instead, my order was returned — even though I had already been waiting for weeks. Why was this done without my consent? When I contacted you about this you answered me:

"We are so sorry that your latest order will arrive later than scheduled. We understand the importance of your order to you and sincerely apologise that it is not with you yet. We know how disappointing this must be.

We can see that your order was processed quickly by the warehouse but has experienced delays with the couriers. We will reach out to the couriers for an investigation as we know this is not the first time you have encountered delays and we will seek to ensure performance is greatly improved with deliveries made within the expected time frame. "

Instead you returned my order :)

Do I now have to place a new order and wait another month? I’m really confused about what’s happening and would appreciate some clarification. How can there always be issues when ordering from you?

Delivery was really delayed and came well after Christmas. The item then didn't fit and I tried to return it to a store. They wouldn't accept it in the Armoury because it was only in stock online. It was a real hassle to return. I have had previous experience of items being cancelled after huge delays. Interesting that the general experience reported to Trust Pilot of the Arsenal online shop is poor - that is certainly my experience. Arsenal should get their act together and provide a much better service to their loyal fans

The lack of updates is a major problem and needs fixing immediately.

Ordered in November and still not received parcel, update or reply OR a refund!!

Ordered a shirt end of November under order number A51079551. I notice you only reply to reviews asking for order numbers to look into further but for those who give it in the review you ignore!! Still waiting for it! I will now be reporting you to trading standards. No order updates received and when I check latest tracker it says your shipment has been cancelled?! It’s impossible to get through to any human being and refers you to online support. Round in circles you go! I would like to know if and when the shirt will be dispatched? At the very least you should be keeping your customers updated. This was a Christmas present and receiving absolutely shocking service from such a large reputable company is very disappointing!!

As a loyal, long-time Arsenal fan, I am beyond heartbroken. This is not just about a package; it's about a recurring nightmare.

My previous order was meant to be my Birthday and family’s Christmas gifts. I waited for an entire month (ordered 02 Dec 2025)with so much hope, only for it to be lost at the Nice depot (Colis Privé). Now, it is happening AGAIN. My new order (Order [GE11053529077GB]) has been stuck at the exact same Nice agency since last Thursday (06:27 AM).

It is incredibly painful to pay for international shipping and wait with such excitement, only to have my special moments ruined twice by the same logistical negligence. The packaging has a prominent red Arsenal logo—how can it "vanish" again in a warehouse where it was scanned 5 days ago?

I am NOT looking for a refund. I want the items I’ve been waiting for since my birthday.I am asking for a real person from Arsenal Direct to finally take responsibility for a loyal supporter. Please contact the Nice agency management today, find my parcel, and get it delivered.