Arsenal Direct Reviews 

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.

Placed my order on the 1st December and was sent the wrong shirt. I was promised the correct item would be sent as soon as I provided proof of return of the incorrect item which I did on 18th December but no item received and no contact from Arsenal. I have sent numerous emails, a contact form and tried calling (good luck with that) but no response!
Order reference: A51198510

Order A50419412
My original review of approx 3 weeks ago was 1 * due to the lateness and lack of access to talk to Arsenal.
Arsenal responded immediately to my review which was nice .
However they stated the 'lateness' was due to black friday demand which i do not believe is true. My brother lives 15 miles from me, ordered from Arsenal at the same time, and received his order almost immediately.
Arsenal also offered me a 20% discount on a future order. However I tried to use the code but it takes away the Members discount I receive so it is nowhere the 20%. I found this a little insulting.
However my review remains at 1* because due to Arsenal ignoring my order a £77 jacket within my order was no longer in stock as it clearly was when I ordered .
Arsenal stated on 4 December that this would be refunded together with amended postage costs within 7 days.
It is now DAY 18 and I have triple checked the original payment source and no refunds!!( if this is incorrect I will apologise but I have triple checked).
I checked this after reordering this jacket in next size down such is my desire to own the jacket.
I should state at this point that t least I have now received part of my order.
Due to the truly awful customer service I have experienced I would like to cancel my order through anger and frustration but you cannot do this with Arsenal.
I would not wish this chaos on anyone ,not even that lot down the road.

Would give zero - so after my initial review and arsenal looking into my order - guess what the order has been cancelled as item out of stock !!! Why did I get a confirmation of my order if item was out of stock - for a huge club this is just embarrassing and the ops team need to get a handle on it - your team is top of the table, you got more glory supporters - it’s Black Friday, your offering deals be prepared for a Surge ……. And meet the demands

Placed an order on the 16th December Order #A51531699. I have received no confirmation email to confirm my order. Is there any chance of getting this before Christmas and has it even been processed yet?

Regards

Jordan

I Placed an order on the 21st November which has only just arrived today! This is a Christmas present for my son who is a huge fan, and the only thing he’s asked for is an arsenal tracksuit. Not only have I had to wait for a month to receive my order but upon opening the package I found that there are only 2 items and not 3. I am missing the hoodie. I’ve checked the dispatch email and says that all 3 items have been sent. Going to have a very upset and disappointed boy on Christmas Day. I’ve emailed to advise and awaiting a response but I’m not holding much hope as previous attempts to contact re the wait time as only resulted in a generic and automatic response. Terrible service

Would honestly review 0 stars if I could - have experienced extremely poor service. Placed an order online of over £100 (A51334555) on the morning of 9th December and have had no progress since. I have tried to contact Arsenal Direct twice online and have also been unsuccessful on their phone line. All I want to know is whether I will receive my order before Christmas, which is now looking very unlikely seeing as it has still not been dispatched, but I just keep getting generic automated responses. I’m so disappointed with the service and having not been made aware of any of these supposed delays, it really is unacceptable. To top it off they are still claiming delivery before Christmas if you order now! Something has gone seriously wrong.

UPDATE 22/12/2025: I have updated the review of my experience with Arsenal Direct to reflect the customer service and communication I have received in the past few days since writing my initial complaint. Thankfully my issue has now been resolved and my order dispatched, with an expected delivery date of Christmas Eve, so currently keeping everything crossed this is the case. I am not excusing the lack of communication from the club initially, however James from Supporter Services was in touch very quickly after hearing of my concerns and swiftly dealt with my complaint. The follow up has also been great and everything resolved quickly and smoothly.

Order sent in the wrong size.

Do the people that work in your warehouse know the difference between an L and and M? Clearly not, order received completely wrong, and now need to wait an age for a response.

Will update review depending on how helpful they are in actually dealing with it.

Extremely poor service. Ordered on the 5th of Dec before 12pm. Order is at processing stage since. I have emailed 3 times just to get an answer as to if it will be here for Christmas. I have received replies about busy times ect but Still not confirmed if it will be here on time or not. Its all too vague and not reliable. Very disappointing .
Order No.GE10665977023GB

Where do I start? Will never ever order from Arsenal Direct again. The customer service is shocking!

For my son's birthday we ordered him a personalised Arsenal shirt with his favourite player and number, I washed it once on a cold cycle at 20 degrees. Anyways... upon taking it out of the washing machine the letters were peeling. Husband contacted Arsenal and was told to iron the letters back on!! Errrm we said no we would like a replacement shirt, who has an iron these days... after alot of back and forth they gave us a refund.

Well we should have learned our lesson from that experience. But we didn't we ordered some Christmas gifts for our son and it was delivered by an Amazon courier. They decided it would be a great idea to leave the package on the floor downstairs in our communal block of flats. So when we now go downstairs to see where said package is, of course it isn't there. Checked with all our neighbours and nobody had it.

Contacted Arsenal Direct and they said they would need to look into it and then they offered a refund. But said we will not deliver to our address in future because they won't refund if another parcel is stolen... Never mind that that appears to contradict consumer law!

Bearing in mind the delivery driver left our package downstairs in the communal hallway visible to anyone in the bright red arsenal branded packing. We didn't choose this. Others will deliver to our door!

So it's safe to say that we won't ever order from Arsenal Direct again. It's a joke! I wish I had read all the other reviews on here before we ordered. It would have saved us a lot of headache!

Are the arsenal leadership looking at this?!

Update 22/12 Following this public review, I was contacted by a human representative. The item has now arrived. While I appreciate the final resolution, it is unfortunate that it required a public complaint to bypass the automated chatbots and get assistance. My rating remains unchanged as the customer service accessibility needs significant improvement. The excuse given regarding the lack of tracking and information was bizarre- apparently, items crossing the Irish Sea go dark for a few days!

Original review. I am extremely disappointed with the level of service (or lack thereof) regarding order GE10743994026GB.

I placed this order on the 12th specifically because the website guaranteed Christmas delivery. I received a shipment notification on the 17th, but the carrier has confirmed they never received the package. It appears a label was printed, but the item never left the warehouse.

Attempting to resolve this has been a nightmare:

AI Chat: Useless automated loops.

Email: Automated replies directing me to forms that then send "unmonitored mailbox" notifications.

Phone: No human contact, just a recording telling me to fill out the forms I’ve already completed.

As a lifelong Arsenal supporter and a marketing business owner, I am shocked by this "ghosting" strategy. I am currently without the gift for my husband and without my money.

I am demanding an immediate human response. If I do not have a confirmed delivery date or a full refund by tomorrow, I will be forced to initiate a chargeback through my bank. Arsenal, please look at your records and contact me immediately.

We are still waiting for a lost delivery. They use Amazon as the carrier and parcel is lost but there is no way at all to contact Arsenal Direct. We emailed 4 days ago. Nothing. I can’t even cancel. They have my money but I have no prospect of receiving the goods. Total silence from AD. Do not do business with them.

This is the third time I have ordered from this store and I thought I would give them the benefit of doubt one last time but how wrong was I !
On this occasion I ordered a kit for my son on 25th Nov and every item was in stock, was only ordering two items but went for the bundle option of three following the prompt. Again all items in stock.
I did not get any personalisation as this slows order time ( found this out last time) and delivery time advised 3-5 days.
Waited for two weeks still no dispatch emails, updates or tracking numbers, tried to contact but no one to phone! sent customer emails, no reply.
Received email on 12th Nov to say experiencing delays, This was an automated email not a reply to me but Ok still two weeks before Christmas.
received an email on 15th Dec to say my order had been shipped. Great, 20 days later but its off. 16th Dec receive email to say refund now processed as the shirt and shorts are NOW out of stock but they are sending the socks!! Really what good are they now.
Sent another message still no reply.
Checked on line banking this morning and to add further insult not only did they charge me for the socks but they charged me nearly Double the cost!! I am now further inconvenienced by having to go to the post office to return and they wait another week for refund. In short DO NOT BUY from Arsenal Direct.

I placed an order with Arsenal Direct on 23 November 2025 for a long-sleeved authentic home shirt personalised with “Zubimendi”, specifically for my autistic son as a Christmas present.
A week before Christmas, I received a message stating that the shirt had been “returned” and that I would receive a refund within a week. No prior warning, no explanation, and no attempt to resolve the issue or offer an alternative.
I have since had to explain this to my son and deal with his disappointment, which could have been avoided with earlier communication or basic customer care. Being notified at such a late stage, and so close to Christmas, is completely unacceptable—particularly for a personalised item ordered well in advance.
This has been a very poor customer experience, lacking empathy, communication, and accountability. I expected far better from the official club store.
I would strongly advise others to think carefully before ordering personalised items, especially if they are intended as gifts.