Dan & Phil Shop Reviews 269

I've been ordering Dan and Phil merchandise for years. But at this point it feels like a pure gamble for merchandise quality. I'd ordered from them back a few years and loved the quick delivery and reasonable prices for a galaxy backpack. However fairly quickly into use the backpack showed signs of wear. While I did use it every day I wasn't placing it under alot of strain than any other bag I had used. It was disappointing that after only a year of use one of the bags straps was only held to the bag by safety pins. But I moved on and a few years later ordered a Medium Interactive Introverts T-shirt from them along with some other items. Again at this point I loved the prices. But when my package arrived I didn't even receive the correct shirt instead I had a Interactive Introverts longsleeve that was too small for me to wear. When contacted I was told the item couldn't be replaced as there wasn't any stock left. I was highly disappointed that instead of notifying me prior and refunding the cost of the shirt, they just sent another item in it's place and hoped I wouldn't bring it to their attention. Going forward I primarily ordered merch secound hand and had no quality issues with items such as the Interactive Introverts Jean Jacket, Various hoodies and T-shirts. Even after secound hand use they all have held up well. When I ordered Dan's signed book it arrived quickly in secure packaging and was very high quality. Later ordering calendars I had similar experiences with them being high quality and packed securely. While the merch I bought during Terrible Influence tour was fair quality. The hoodies held up great over many wears and washes and the patches were very high quality. The Dan and Phil white T-shirt was a bit thinner than desired but still nice. The online photocard experience is another story. I like many others was excitedly anticipating the drop. While it was delayed a good amount of time during the drop day technical difficulties do happen. The expirence following the orde was highly disappointing. I and many others never received email order confirmations which left me with questions on if my order was processed, shipping to the correct address, or even received by IRL merch. I heard many things being said online during this time and was disappointed there was no official company statement or apology to customers. I did receive an email only when my order began shipping. But this was many days after the promised ship date on the website. With no communication as to why there was a dely and lack of order confirmation. Shipping was quick and the cards we're packaged well. However I'd seen many others online receiving duplicate pack orders and this lead me to worry. Especially when the only source of how this issue was being fixed was through other customers posts on social media. While promised the cards had been randomization and checked again following this quality issue. I was disappointed that half my order contained duplicate cards where it seemed they only randomized one card in the packs and left the rest as is. Along with this I had a manufacturing issue on one of my cards. While I fully understand your buying with the risk of potential duplicates for 12/20 of my cards was highly disappointing. Especially at the price point I expected much better from the company. I have contacted support and I'm still awaiting a response. I hope this issues able to get resolved with some communication. But going forward I will probably just purchase merchandise secound hand as this seems like the best way to guarantee I receive a quality item or even the correct item at all. I'm very disappointed at the instability IRL merch has in the company products and customer communication. I know many people are fans of Dan and Phil and are excited to receive merchandise from them. But I hope this continued disappointing experience only deters people from their merchandise and not their content which seems to be far better in quality, communication, and material.

I ordered a bunch of photocard packs in hopes to complete my collection. I received my photocard packs today and only two of them are random. Three of them are all exactly the same and ten of them are the same pack with just one switched out. I know a lot of people have been having this problem. It looks like whoever was packaging the cards didn’t shuffle them at all. Super disappointed, hopefully something can be done about it.

Edit: Customer service reached out and sent me 10 replacement packs, each one filled with shiny and holo cards. I am satisfied with this fix and have now completed my collection :)

This is my first time purchasing from this shop. My merch came in today, and the hoodie and photocards that I bought are great. I will be buying again!

update: someone did reach out to me and help me resolve this issue the best they could, which I do really appreciate. The only thing is that I wish people didn’t have to resort to leaving bad reviews in hopes of getting proper communication about issues. I do wish that emails were utilized in this situation (mass emails/proper public statements about shipping delays/dupe card issues sent to customers) which would have avoided a lot of this. I do admire that they are taking the initiative to fix some issues that people have pointed out, and I hope that that is something I can notice happening in the future. I will be leaving my original review below for full transparency.

My original review:

Yesterday, I finally received my order from the recent merch drop.
There were delays in shipping from the US shop, which I understand due to the issues with people in the UK receiving duplicate card packs.
However, we were told that this issue was being sorted and that it would not happen to people who ordered from the US store.
Upon opening my packs, I immediately realized my cards were nearly all duplicate packs, with 4/5 of the cards being the same in nearly every single one.
It seems as if someone was told to fix the packs and instead of properly doing so - they just changed one card in each pack so it wouldn’t technically be a “duplicate pack”

I am not usually the type of person leave bad reviews when I am upset. I have had multiple other issues with merch from this shop before, but this is by far the worst experience I have had. (made worse by US support ghosting people or closing support cases without actually reading our emails)

In their recent TIT merchandise drop, I bought 10 packs of photocards, in an attempt to complete my collection of all 55! Unfortunately, when they arrived, they were 10 of the same pack - something a lot of people online experienced.
I initially emailed them and did not get a response at all, but after 2 follow up emails the response was that 10 replacement packs would be shipped to me that weekend - great!
The weekend came... and went. Still nothing. So I emailed again.
The replacement packs would be shipped that week! Okay! The week came... and went... so I emailed... and they said that they have only just ordered the cards, and my replacement packs will be shipped 'soon'... no date...
Other people seem to have gotten their replacements just fine, so I'm confused as to why ours is taking so long. It's completely ruined all of the excitement we had about getting them, opening them, trading with other fans and completing our collection! After spending £100 on this I expected a little better, but I am still left disappointed. The people responding to my emails are being quite kind, but with no information of substance, it feels a bit empty. Maybe once I have the replacement cards in hand I'll feel a little differently, but right now I have no reason to believe that we ever will. Supported Dan and Phil for over 10 years, and this is the first issue I've ever had... But there's a first for everything, I really hope they do better next time.

**updated 28/6**
Updating my review after I received a reply from the director of Dan and Phil shop finally explaining what was going on and apologising for the delay which i greatly appreciate. They have said they’re taking all the feedback seriously so I hope to see improvements in the future

** My original 1 star review**
I ordered merch on the 26th of May with the website saying it would be shipped by the 15th of June but that date passed and my items did not ship, while I understand there can be delays when so many order at once it would be good to know what has caused the delays. I have tried to get in contact with the customer support but haven’t received anything but copy pasted replies and i’ve only really been able to get any real information from other fans online. When I tried to contact support for the Australian store I only received a reply from the UK store. I ordered a hoodie from them with the last merch drop & it also took longer than expected to arrive and when it did the quality was not great considering the price I paid and what was advertised, after a month of trying to contact support they finally offered me a $20 gift voucher and a signed art card which I accepted. Based on these last few bad experiences. I understand that the team is busy due to receiving a high volume of emails I just wish there was better ways to find out what was going on. I’ll be thinking twice before ordering from Dan and Phil shop in the future

I ordered photo cards the day of the merch drop, and like many others I did not receive a confirmation email. My cards finally arrived nearly a month after ordering (several days after their promised ship date of June 15th) and to my surprise, they were duplicates. Of my 10 packs that I ordered, 4 of them were completely identical, and the other 6 were almost completely identical. Of the 50 cards that I got, only 18 of them were unique, which is unacceptable given there are 55 possible cards to get. Not to mention each pack had the cards in the same exact order, proving that they were not shuffled at all. I reached out to customer support four days ago and have yet to receive a real response. The automated response said that my request summary is [blank], so I’m not even sure if they will respond to it. I’m very disappointed in my experience and I know I am not alone in feeling this way. I hope that everyone is able to have their issues resolved in a timely manner, me included.
UPDATE: Martyn was kind enough to send 8 replacement VIP packs for my duplicate packs, as well as a signed art card. Unfortunately, the art card was packaged very poorly and was damaged. Thankfully, Martyn responded to this concern quickly and replaced the damaged art card with two additional ones, as well as the Kiswe event cards. Also, a holographic card I got in my replacement pack was damaged, and Martyn ensured that I received a replacement for it. I am overall very satisfied with the steps taken to improve my experience with the shop, but there is definitely still room for improvement in the shop in order to avoid all of these extra steps having to be taken.

Ordered from their most recent merch drop, and was disappointed to receive multiple identical packs upon receiving my order. I reached out to customer service and haven't heard back yet. Disappointed that this seems to be a common issue amoungst a lot of people receiving their orders.

[EDIT: ISSUE RESOLVED]
27/6/25
After posting my review, Martyn very kindly sent me an email explaining what has happened and how himself and the company plan to resolve these issues. He was incredibly transparent and honest with me, and I am grateful that he reached out and is keeping a personal eye on my order to make sure everything goes as smoothly as possible. It is clear that there have been some pitfalls within the company, but that IRL is making great effort to resolve them and build back up the trust of the community and ensure it doesn’t happen again. Martyn was honest, genuine, kind, and generous, and it was a pleasure liaising with him.

ORIGINAL REVIEW FOR TRANSPARENCY:
After ordering merch one month ago, with a shipping date of June 15, I still have not received any correspondence on when my order will ship. The only information you will ever get is via other fans who have begged for more information from their team, and you will most likely only receive auto replies to your concerns if you do try emailing them. Some customers get lengthy explanations, others get “your order will ship soon”. Emails to the AU shop only ever get replies from the UK branch, which understandably is clogged up from the numerous issues that the UK warehouse is facing, but still zero info about any orders from Australia (which have their own warehouse). Last time I ordered merch it was extremely poor quality, and completely different from what was advertised. I accepted a $20 gift card and signed art card as “a gesture of good will” from the customer service team, however after this most recent situation, I honestly wish I’d just sent it back and got my $150 back. There is a weird secrecy surrounding what is actually happening with your order; good luck ever finding out from the source what’s actually going on with the merch that you paid upwards of $200 on. It seems from what I can see, DNPShop is consistently and frequently disappointing and frustrating to deal with. I hope that when my merch finally does arrive, it will actually be good quality this time.

**Update 27/06/25 from 2 to 5**
Updating this as since posting the review the director Martyn has personally emailed me and resolved my issue super fast and efficient! Hopefully this is the start of a big change. It’s so nice to see people caring about their customers and how we feel☺️

I was really disappointed when I ordered packs of the photos cards to receive duplicates of the exact same pack

I know this has been the same for a lot of people and hopefully all these complaints will start to make the company think of ways to prevent these happening again! I want to support Dan and Phil but it’s hard when you get so many problems doing so!

I hope I get some replacement cards soon as delivery time on the original duplicates was already a lot longer than expected.

I’ve been a fan of Dan and Phil for the majority of my life, and i have ordered from their respective websites a plethora of times. And frankly i am shocked at how bad things have become. Especially the customer service. They have had numerous problems over the last merch drops, whether it be low quality merch, merch arriving damaged, secrecy about when the merch is going to ship and last of all communication with customers. I (like many others) are having issues with the most recent photocard drop, i sent an email to customer services on Saturday (21st) and as of Tuesday (24th) i still have yet to get a response. This whole situation has not only left me extremely frustrated but also just extremely disappointed. I would love to see the merch and customer service quality increase.

I received my photocard packs today that I ordered from the US shop and all 5 packs were mostly duplicates (2 packs were exactly the same). I was worried this would happen because of the issues reported by UK customers, but when I reached out to their customer service team via email to ask about these issues a week ago, my question was completely ignored, and instead I was sent an automated response about resending an order confirmation (which I never even received). I reached out to customer service again about the duplicate packs today and I'm really hoping they can make this right.

Update (7/16/25): After I posted my review, Martyn reached out to me to resolve this issue. It took a couple of tries, but eventually I was sent replacement photocard packs without duplicates (some of which were VIP packs!), as well as some additional gifts for the inconvenience, including a signed art card, enamel pins, and limited edition photocards.

Martyn was very kind in our exchanges. He explained the errors with full transparency, took personal accountability, and was receptive to feedback. While I am satisfied with this stellar customer service, I expressed to Martyn my disappointment on behalf of other customers who only contacted Dan and Phil Shop support and received automated/delayed replies. Customers shouldn't have to go through unofficial channels to guarantee assistance, and customers who are willing to handle these issues privately with Dan and Phil Shop support should be treated fairly, instead of customers like myself feeling the need to resort to external reviews in order to have their concerns addressed. My understanding is that the IRL Merch team is working on resolving these issues (both with the warehouse and customer support) and has plans to improve the company's operations as a whole. I am grateful for the help Martyn provided, and I hope they are able to model these improvements the next time there is a big merch drop!

while ive had great experiences with this store in the past, i ordered items last month (25th of may) and am still awaiting a confirmation email or any updates regarding shipping and have not heard anything from them. i have sent an email but received an auto response which did not answer my questions

I love Dan and Phil but the merch had been going downhill for a while now and this is the point where I’ve had enough.

During the tour a lot of merch had issues, first the photocards, then the T-shirt. It happens and it sucks but they dealt with it.
I did noticed a definite drop in merch quality compared to their previous merch. The hoodie was thin and flimsy (I still love and wear it but for the amount I paid it should’ve been top tier quality) especially compared to their “back from the dead hoodie”.
During our show we got our vip bags, at home I noticed there were no lanyards. I had to email costumer services for them to tell me that there was an issue with the delivery and that’s why they weren’t there. They did send it to me for free and all the other people who were missing one but we had to email them ourselves, why wasn’t this mentioned at the show or in a mass email? Someone who isn’t on social media a lot and didn’t interact with other fans will probably not even know it was missing.

Now onto recent months. The photo cards. Order was placed at the end of may with the promise that they would be sent out around the 15th of June. So far I’ve not even received an order confirmation and asking the customer service gets you no where.
In previous encounters the costumer service has always been pleasant and helpful but now they’re just sending (what seems like automated) responses not even answering the question you’re asking.
For all the UK fans who got duplicated packs (major screw up) I understand that they’re now trying to fix it as best as possible but that means another delay for the EU fans? We have not heard anything! No order confirmations, no satisfactory reactions from customer support and no idea when to expect our cards (which were supposed to ship around the 15th!!)

I am full of understanding that mistakes happen but this many mistakes in such a short time? Do better!

I spent about $350 on my order after shipping costs and customs fees, and I am super disappointed with this whole experience. I’ve ordered from Dan and Phil Shop before and I’ve never had to pay for customs fees and was not warned before placing my order, however I received a $75 charge from DHL. I ordered 1 hoodie which appears to be great, but I also ordered a bunch of photo card packs and 5/10 of the packs were identical; even down to the order in which the cards were shuffled into the packaging. Not to mention the photo cards were just shoved into a tiny bag with the hoodie with no extra protection. I’ve emailed customer service a few times in concern with these issues but unfortunately they are very slow at responding and I haven’t heard back from anyone.

I am very disappointed with their customer service. I never received a confirmation email for my merch, and I figured they were receiving a high volume of orders so I left it alone. I still have not received a confirmation email. So I emailed their customer service email asking specifically for a confirmation email and tracking details. Instead, I received what I’m assuming is an automated email that didn’t even address any of my concerns. Customer service never offered to send me a confirmation email or tracking number. My email was very clear, yet their customer service team was absolutely zero help. This merch company has been subpar for as long as I can remember. I’ve been buying merch for over nine years. Something needs to be done regarding improving their customer service

I have been consistently ordering since 2018 and this is the first time I’ve ever had an issue and I’m so disappointed. I have emailed five separate times trying to get an answer with no luck. My question is a simple yes or no answer and I’ve only gotten two generic reply’s that don’t have anything to do with my main focus of the emails. I never got a confirmation email, I only know my order went through because the money was taken from my account and others suggested to download the shop app. I have done my best to remain patient but I’m just so tired of being kept in the dark, I need an actual person to reply to my question.

This whole merch order has been a nightmare from start to finish.
Firstly, no idea when things are going to ship. The items were supposed to be in stock but took over 3 weeks to ship.
It’s then packaged so poorly - no protection from damage.
I ordered six packs of photo cards. Every single pack was identical. Completely not as advertised and for something that was supposed to be a collectible, very disappointing. Everyone is receiving the same 7 packs so there’s no possibility of being able to trade for one we don’t have.
The tweet then goes out to tell us to email in if effected, which I do. IRL Digital’s customer service is dire so I wasn’t expecting a response any time soon.
But then I find out through social media that you have to review bomb the shop to get a response! People who have emailed in after me have already had a response because they’ve left a negative review here!
Why are some customers treated better than others just because they complained publicly?! I don’t want to spend my time writing reviews, I just wanted to get this quietly sorted. I feel like I’ve been treated as a second rate customer because I didn’t spend my time reviewing the shop!
What awful customer service, if it can even be called that. I definitely won’t be ordering anything again until it’s clear that there’s been big changes to improve the service.

as much as i love dan and phil their merch company is horrible. i never got a confirmation email, no tracking details and its been nearly a month. Customer service email is almost non existent with copy paste messages no help whatsoever. Please try to improve i do like buying your products but i am now inclined to not buy because of my terrible experience 3 times

Quick history with this business. I have been following them since their creation about 11 years ago. All the merch they offered was unique in variety and well-made, and I'm not ashamed to say I own pieces from multiple collections. Then, around 2022, something changes. The quality of some items is not as good as before, especially on apparel, as the printing is coming off much too quickly. The customer service lines are not responding for what feels like weeks on end about issues with orders. I placed an order on May 25th from the UK shop and still had not received a confirmation email (Thankfully, I have the SHOP app to help show it was confirmed). And now I see issues from others have been reported online regarding how Photocards are not shuffled (think 2+ packs with the same 5 cards in each). It's becoming infuriating
Listen, I respect the people who created the Company: Daniel Howell, Philip Lester, and the leader, Martyn Lester. They wanted to make new merch items that weren't just printed shirts, and they did. I even started learning about E-Commerce, Digital Marketing, and Small Businesses because of the issues I had with the shops. I understand that things have changed between the shop's creation in 2014 and now (including prices, materials, and shipping). However, having poor quality merchandise, not enough coverage for Customer interactions, and not directly addressing customers in updates (say, from their company social media platforms), people might not want to continue purchasing from the shop as the Rebrand is on the horizon. If this shop wants to thrive, and not just survive, things need to change.