Arsenal Direct Reviews 

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.

Shocking service. Ordered on 10 Dec as a Christmas present. Supposed to arrive in 3-5 days. Not arrived. What on earth is going on! Order number A51439061.

I ordered on Dec 1st. Was given a 12/12 delivery date. After getting run around from AI Bot and the form letter responses from my escalation to the ‘Senior Associate’ that said tough luck and blamed the courier I checked Trust Pilot to see this is how they do business.

And worst of all they are still saying if you order today, you can still receive by Christmas! I ordered on the 1st and am being told the 27th…maybe. We don’t really know.

I honestly have checked the website details and urls to see if this is actually Arsenal. I would have felt better if I was scammed by a scammer. Nope, it was my son’s favorite team that did it.

Update: This is the response you get.

I acknowledge that your concerns have not been adequately addressed over the past four days, and I deeply regret the repeated frustration this has caused. My goal is to assist you effectively, and I understand that the responses you have received so far have not met your expectations or resolved your issue. I will escalate your case again with a request for a thorough review and a detailed, personalized response from our senior team. I sincerely apologize for the inconvenience and appreciate your patience as we work to resolve this matter.

They give you that over and over. I have received 4 form emails saying its not their fault, blah, blah.

Order Number: GE10581254313GB
This is incredible. I have contacted you four times through your site and have been ghosted with 4 form emails giving non-answers. I have had to come to Trust Pilot to be actually acknowledged.

For everyone else, here is the sequence of events.
- Dec 1: Order for Dec 12 Delivery. Their date. I just want by Christmas.
- Dec 11: Received Dispatchment Email. Late but plenty of time.
- Dec 15: Received Shipment Confirmation Email. Nine days to go…should be fine.
- Dec 16: Tracking number says not dispatched. Arsenal AI says ‘Senior representative’ will get back to me. Received form Email saying sorry, but not sorry.
- Dec 17: Repeat of Dec 16. AI doesn’t know, Sr. rep will get back to me. Escalation. Form Email.
- Dec 18: Repeat of Dec 16. AI doesn’t know, Sr. rep will get back to me. Escalation. Form Email. Note: Arsenal is still promising they can make Christmas delivery.
- Dec 19: Repeat of Dec 16. AI doesn’t know, Sr. rep will get back to me. Escalation. Form Email,
- Dec 20: Received email saying item has NOT shipped five days after email it has shipped,
- Dec 21: Request from Arsenal on Trustpilot requesting Order number. I guess my four escalations through the official site with a curated 4.9 review score were misplaced. UNBELIEVABLE!

Update: Dec 21. Just got a nudge from Trustpilot asking for order information or…my review will be taken down. Why am I doing customer service stuff on Truatpilot and @Trustpilot, how is this helpful to consumers if you hide these reviews. Are you getting money from vendors?

I ordered Christmas gifts for my grandson on 2nd December, over £100 worth, thinking I had plenty of time. As of today, no communication, ive tried ringing 3 times, emailed customer support and had no response. Beginning to panic and now having to go out and buy him more gifts otherwise he has no presents from me on xmas day !!! Order No. A51215257 ... sort it out please !!!

Bought my son’s main Christmas gift on the 5th December as post locally takes a little longer sometimes. Have sent emails asking how long I can expect to wait for the items as it’s still not been marked as dispatched but only get an automatic response saying please be patient we are busy. Why advertise that it’s 3-5 day delivery if that cannot be achieved.
Also irritating that you’re advertising to still be able to make deliveries on orders up till the 22nd December. If they are struggling this much then why not bring that cut off to earlier so that you can catch up on all these orders that are so delayed.
Order Confirmation A51236061

Ordered 3rd December, today is 18th! No communication at all. This is a Christmas present and means I have to go out and buy something else. Arsenal uncontactable!! I trusted the name when I ordered so didn't check here (I do for companies I'm unsure of). What a fool I am. Furious. Luckily I paid with PayPal and they are now investigating to get my money back. Shame on you Arsenal.

This is for a tie so it's not just training shirts they are having a problem with. Someone else hadn't received socks. At least tell the truth?

22nd December today, still no parcel. On the tracking information it says courier awaiting parcel dated 4th December, then nothing. Order No A51268726.

This was meant to be a Christmas present so absolutely no longer required as I have bought elsewhere. Full refund is the only way forward.

Arsenal have let down so many customers who will never order from them again. Worst kind of buying experience!

24/12 still no parcel/still showing as waiting to be collected by courier. Worse still......no contact whatsoever from Arsenal. They ask for information(looks good doesn't it?) but still don't contact their customers when they send it! Hundreds of customers let down and not even an apology. Many children and adults not receiving their Arsenal gift, ordered weeks ago and paid for.

Tue 30 Dec
Cannot believe it: Arsenal sent me email asking for a review of the order I did not receive. Icing in the cake and all that!! Still haven't got a refund! Still haven't heard from Arsenal.

2 Jan 2026 - refund obtained by PayPal. Still no response from Arsenal.

I will not buy direct from Arsenal in the future. One of the worst online experiences ever. Just communicate with your customers!

Awful service, ordered my order A50872415 on 3rd December and still no communication if it will be dispatched or here before Christmas. It’s a gift a 6 year old has asked for Christmas and I have tried to email twice to ask when or if it will be dispatched! I have spent over £100. No response, awful.

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.