Dan & Phil Shop Reviews 269

I have ordered quite a lot of merch over the years, and unfortunately the quality has only deteriorated along with the customer service, and my past two orders have been the worst yet.

I placed my most recent order on 05/25/2025, never got a confirmation email, and I didn't receive my package until 06/27/2025. I ordered a jacket, patches, and 6 packs of photocards. While the jacket and the patches arrived fine, 18 out of 30 of the cards were duplicates, and there were 4 sets of 3 of the same card. I emailed them on 06/28/2025 about getting replacement cards and received an email back 06/29/2025 asking for another photo confirming the photos I attached to the email were mine. I emailed them back the same day and did not receive a response, I sent another email on 07/01/2025 and still have not received a response.

I am beyond disappointed at the abysmal service of this company and I do NOT recommend purchasing from them in the future until they make some serious changes.

Update: It is now 07/07/2025 and I still have not received an email back of any sort. I sent a new email on 07/04/2025 and am awaiting a response for that one since the other two I sent have had no updates. I am beyond disappointed by the lack of service.

I've ordered from these people a couple times, but this time was much worse. Barely any updates on my order, poor communication, order shipped out way later than expected, insane prices for merchandise AND shipping, all for merch that isn't even that amazing, and it''s not even packaged well, packaged similarly to what you'd expect from Temu or AliExpress. When I received my most recent order, the shirt was damaged, and it took them forever to respond to my email about it. Such a shame how this company is becoming, as I'm a big fan of Dan and Phil, and it's sad to see their merch be this out of control.

i’ve been a big fan of dan and phil for 10 years and have been buying merch for about that long. never in that whole time have i had such a bad experience as what’s happening right now with the photocards. i bought 2 packs of photocards maybe 5 minutes after they got put on danandphilshop and ive received nothing but a confirmation email, even though they were supposed to be shipped on june 15th. shop has moved my order to past orders so they seem to have given up on it too. i have absolutely no tracking information at all and i’ve emailed the customer service but i’ve had no response. id been waiting since i saw the show in january to get a hold of some photocards since i couldn’t in person, and im just really disappointed with how this is going because i was so excited to have them.

Fantastic customer service, hoody arrived and size was not as stated on website, customer service sent out another hoody in bigger size straight away, it arrived within 3 days, my son is so happy, excellent customer service thank you so much for all you assistance

Amazing store!! never had any issues! This business deserves the love and support it should get!

I ordered my merch within minutes of it being released on the website, and was told like many others that I ordered “pre-order” items causing delays in shipping. That’s simply not true based on the item descriptions of what I purchased when I did. The copy and paste emails they send to everyone don’t actually answer any of the issues you try to communicate with them. I’m glad I have access to social media platforms where I can read other people’s posts, and learn more from strangers online than the actual company themselves. People have received their merch AND replacements if they had issues, while many others have waited over a month and received nothing at all.

I hate to write a bad review but I’m just getting nowhere with this shop.
I ordered two packs of photocards and of course received duplicates. I sent the required proof and filled out the form provided the same day they were delivered.
I was told to give them until the weekend of that week for my replacement to arrive. I waited a week, heard nothing, so I chased it up. I have now been told it will be another week or even two weeks at most? I’m so confused & fed up. It seems you can’t get anywhere with customer service and just get fobbed off.
Anyone else in the same situation if so what else can I do??? Thank you.

i hate to leave a bad review because i have had good experiences in the past but the last few have been bad, to put it mildly. with this latest drop, i was initially overcharged by 20usd and while customer service was nice enough to refund the difference it was still very displeasing. then, there was no confirmation email for my order, even as other people were getting their merchandise in the mail. i emailed the US customer service and they sent an automated reply telling me they were going to manually send the confirmation email and i still did not get it. the only was i FINALLY got a confirmation email was to email the UK customer service. my order finally arrived today and it looks like the box had been run over by a truck. luckily nothing inside was too damaged but after paying a lot for shipping and all the other issues, the damaged box was just another annoying thing to add to the list of issues with this drop.

i wish there was more communication from the company, especially regarding the confirmation email, and the shipping delays. this whole mess would not have been nearly as bad if there had just been any sort of communication from the shop without having to beg for it.

I love dan and phil and i love showing my support to them but their irlmerch team however leaves alot to be desired. I ordered 5 photocard packs the literal minute they dropped. never received a confirmation order which was the first thing that upset me bc i was genuinely freaked out over the idea of my card being charged but the order never placed. I never received that confirmation order but i did get a shipping notification (weeks after i placed my order) and thought that would be the end.

but then the photocards actually arrived. they were duplicate packs but as if only two cards were switched out in each pack to get away with not being called a dupe pack. i knew this could be a possibility but i truly thought the team would actually take the time to make sure no corners were being cut in the process. it felt like they tried to get away with doing half the work while still expecting 100% of the praise. like that one lazy kid in every group project who shows up late does the bare minimum contributions and thinks they're going to get a high grade. it was absolutely disheartening and made me question if id ever buy from irlmerch again.

so i sent an email and explained my experience to them. this is where the third upsetting occurrence happened. their customer service team did nothing but put me back in the same position i was in when this whole ordeal first started. I sent all the information needed in my first email. their response was an automated one that just asked me for what i already included. their second response was an apology, to which i found out was just another automated response that doesnt actually tell me if my issue was even read or heard. I truly dont know if ill ever get an actual response or if im just getting placated with automated niceties until my issue gets either lost in the swamp of everyone elses complaints or if theyre just hoping that ill forget about it. i wanted to trust the process. but when every step of the way becomes a hurdle is that process really worth putting your trust in?

genuinely zero stars. communication is horrible, especially on the american side. i placed an order almost exactly after the drop, and it took me emailing after a month of zero update to get my order confirmation. then, a week later with zero order updates like i was promised, i had to send an angry email just for my shipping label to be created. now i’m being told that my items were preorder when they were not. i’ve now been waiting over a month for some photocards and a poster, and i’m to the point i never want to place an order with this company again. the service is all around horrible.

I never got a confirmation email and I had forgotten to log into my account so I had no way to track or access my order anymore - luckily I had screenshotted the order number. I emailed about this issue and was told I would receive a confirmation email the next day. I still didn’t. I never got an email. In fact I emailed AGAIN and asked AGAIN weeks later and got no response at all and heard nothing about my package until just a couple days before it was delivered to my house.
Additionally, my photocards arrived warped and bent. They do not lay flat. And it wasnt heat from shipping because they are not all warped in the same way, they were clearly warped before packaging. I am really disappointed because I was very excited for this merch and because I love Dan and Phil and I feel like the ball was really dropped with this merchandise release.
Tshirt was great though, love it.

I ordered one packet of photocards and the icons patch set on may 25th. It’s now June 30th and my order has moved to past orders on shop (which is only supposed to happen when it’s delivered to my understanding). I emailed and got a vague response and a screenshot of my order confirmation. There’s no detail on why the orders are unfulfilled. I’m getting very anxious because it should’ve shipped (I believe) around June 5th. Somewhat dissatisfied, and this does seem to be a common complaint.

Have never had a problem getting my merch.

I received my order back on 17th June, which arrived within a week of the "shipping label created" email so was very efficient.
I have since seen online people receive the same issue as I did with duplicate photocard packs, luckily I only received 2 dupes within my 6 packs I had ordered. Whilst the packs were a mystery it was a little disappointing to hear this has been happening on a larger scale with other individuals.

I ordered photocards in the original non-preorder drop from the UK store - like many others, I received 2 identical packs of cards (I ordered 3 packs total) which is not trivial given the price of the packs. I reached out about two weeks ago to customer support and got a helpful reply within a few days saying the issue would be resolved and I needed to give them the weekend to sort it out - totally understandable and fair but that was over a week ago and I've had zero communication or replacements since. Disappointed that the people receiving fast replies and frankly higher quality replacements (shinies, VIP packs, other bonuses like kiswe cards and signed art cards) seem to be the people leaving negative reviews.

i have been a humongous phannie for 10 years now , and it does upset me that the quality in merchandise has been decreasing ,, the t-shirts feel cheap compared to their older merchandise , and there are no longer cute ways of packing the items , and they are instead sent either with nothing at all or clear plastic bagging , and while i completely understand that things like cute packaging is such a small part of it , and that the price of everything has been increasing , it just feels like less care is being put into these things :(

i ordered some photocard packets when the 'terrible influence tour' merchandise was released online , alongside a packet of bracelets , and i had never received a confirmation email for my order , only an update on when my order was actually on the way , and before the update email was sent , i had been panicking thinking my order had never gone through , bearing in mind the photocards were , at that point , far gone .

when they arrived , the bracelets were lovely , and well made , and the photocards too ! however , after putting them in pairs , 11 out of 15 of the pairs were the same cards , and this left me disappointed , due to , of course , having spent so much money , and while i was not expecting to have every card be different , because duplicates are inevitable , having over half of the pairs be the same was upsetting to me , so i had emailed the customer support , just to let them know about packing orders a little more carefully if they are to do photocards again , but a lovely person named jana replied to my email with a form to send out replacement packets , which i do think is very lovely of them to do , especially with how many people i have seen having similar issues !

overall , i think that there are a lot of improvements to be made , especially when it comes to the shops outside of the uk , but my experience wasn't exactly awful either !

Like everyone else, I placed an order for photocards and patches the day they went live. It was said that these would ship by June 16th, which is now 2 weeks ago, and I was yet to receive any updates on my order.
I reached out to their customer service team, as I had not received an order confirmation email, nor any updates on the status of my order. I was sent an order confirmation, but was told they were yet to even receive the stock and were unsure when they would. Really disappointing that I had to chase after them for this information, a month after placing my order where they had sufficient time to proactively inform me and every other customer of this delay.

update: very soon after I left my review, Martyn contacted me with an estimation of when my order would be shipped, and the kiswe livestream photocards as a gesture of goodwill. I still think there should have been a more global communication and compensation for all customers, and not just those who have left a negative review. However, since I received my order and everything was in perfect condition, I've decided to change my review from 1 star to three stars. There is definitely still room for improvement.

I bought 30 photocard packs (for myself and friends) when they dropped. when they arrived on friday, almost half of them were completely identical. i truly think that’s unacceptable. a few very similar packs is definitely expected with the amount of cards, but to have 10-15 packs out of 30 to be all identical to each other is truly horrific. also out of these 30 we got 4 shiny cards. 3 of which were the exact same. it’s truly insane and i’m so disappointed since i’ve always had such great experiences with this company before

Yes Dan and Phil shop has had it's issues over time, but Martyn takes issues seriously and deals with them efficiently.

T-shirts have gotten progressively worse quality - poor quality print that fades very rapidly. Photocard packs had many duplicates, with just 1 or 2 different. No order confirmation came through and it took three days to get a reply to my email asking for one (and in the screenshot you can see that the person working for the shop has an unofficial/fake version of Windows!). Generally unprofessional, with poor-quality packaging, expensive postage, and an over-reliance on the goodwill of customers.

To be better, Dan and Phil Shop needs to seriously invest in the quality of the merchandise they produce. They need to package items more securely when mailing them. They need to make sure emails are responded to promptly. They need to offer refunds, not just replacements. They need to make a better business, not just put plasters over problems that come up again and again.

I've been a customer of the shop since it first opened - I remember it being announced! I've watched merchandise quality go progressively downhill, and it's sad. I can't imagine buying more merchandise from them given the proliferation of issues.