Dan & Phil Shop Reviews 269

I have made two orders in the last month or so and have had very different experiences with them. The first order was made at the end of may, I think around the 25th, I checked out as normal and did not notice anything was wrong with my order. Then, I made the second order on the 9th of June, I immediately received a confirmation email and within a day I had my tracking number for the package. It was at this point I went to check the tracking number on my first order, only to realise I had never been sent a confirmation email, or any sort of update on my order since I placed it. The money was taken from my bank account but other than that, I had no proof my order had been placed. This is especially worrying as it has now been a few days since the shipping deadline and other people are starting to receive their orders, but not me. Obviously this is a problem as I have no way of knowing if there are any problems with my order, or any way to prove I had placed an order in the first place. I contacted the shop's customer support but never heard back from them.

Overall, this has been a very stressful experience and has genuinely put me off buying merch new again.

Consistently great experiences with this company. I have had trouble receiving my order in the past, but it has always been promptly rectified. Overall, through all of my orders the team and service has always been great.

I placed 2 separate orders and had nothing wrong with the second one (only 1 item), but with my larger first order. In over 3 weeks, I have not received a single email for confirmation or tracking, let alone the products. I sent an email to the us customer service and they told me they were “currently resending it (the confirmation email) manually since I did not receive the automated one.” This email has not been receive on my end either. In addition to the duplicate photo card packs, it’s just a little disappointing.

update: Thank you to Martyn for reaching out to me and assuring me my feedback is being taken into account! I really appreciate the detail response, not only was he very professional but the response was very personal and tailored to my situation and i’m grateful reviews are being listened too.

i really want things to go well for IRL Merch and i’m grateful to see improvements are in the works.

Original 2 star review:

My first bad experience with this store was very recently, i bought a tour shirt and upon this first wash the print disintegrated off the front and whole this issue was “resolved” the replacement shirt they sent me was also bad quality with the print not being as detailed as advertised, the replacement also took months to show up and i’ve lost count of how many emails id sent asking for updates before it randomly showed up one day with no warning. similarly my dan and phil made me gay shirt after a few washes has become incredibly faded, and i regret also not asking for a replacement for that too but i simply didn’t trust them enough after my tour shirt replacement to try.

and now the online release of photocards, people getting the same card packs multiple times is not acceptable and the delivery times for this merch drop is not acceptable either.

i have supported and loved this merch for years i own many a dnp long sleeve and hoodie but in the last year or so ive noticed the quality decline with the price staying exactly the same, a year ago i probably would have been defending them but now i can see that some serious work needs to be done for them to earn my trust again.

here’s what i think needs to be done:
- more customer service people, the person that does it is obviously doing the best she can but i think there needs to be more people with more clear instructions
- improvement on merch quality, cheaper quality should equal lower price. at the current prices of merch i would expect much better quality
- improvement on shipping times, when you give people a dispatch time frame you should be sticking to it and if you can’t you need to be more transparent about what’s going on
- more hands on involvement from the company owners… dan and phil do you even really know what goes on here?

i really hope things can improve and i really hope one day in the future i can give you guys 5 stars again.

Up until the Terrible Influence merch drop I’ve only ever had positive experiences ordering from Dan and Phil’s site, always got a confirmation email, always had pretty speedy shipping, and always been pretty pleased with the quality of the merch itself.

I ordered 10 photocard packs from the site on 25th May when they launched (almost an hour late might I add) which I never received a confirmation email for. I did reach out to the customer service email on 12th June about this and didn’t get a response on the 17th, but by then my order had been shipped the previous day (my own fault really for waiting so long to contact them). Shipping took a little longer than initially stated on the site, but I had just put that down to high demand.

This morning (18th June) my order arrived and I opened it to find that my photocard packs, that were supposed to be completely random, were 5 lots of 2 identical packs even down to the order they were in the pack including 0 shiny/holo cards. This was disappointing because I bought 10 packs in hopes I’d be able to near on complete my collection, but instead I got 25 doubles. What’s worse is I have since seen numerous people having the exact same issue.

I think that something really needs to change for the better in terms of the organisation and communication at IRL Merch, this many mishaps is not coincidence and is very disappointing for customers who just want to support Dan and Phil’s work and get some cool merch, especially with what it costs to do so these days. Overall, just quite disheartening. I hope these issues are fixed properly for future ship launches.

~19/06/25 UPDATE~

I received an email from Martyn this morning with an order number for 5 new photocard packs to replace my 5 duplicate packs as well as some clarification about what happened with the missing order confirmation. I really appreciate the quick response and all he has done to help compensate me for the issues with my order. Thank you Martyn!

Used to be amazing but in recent years there have been constant issues with little help/communication. Disappointing to see as a long time fan!

The quality of the merch and customer service has gone downhill over the years

Ordered photocards and the ones i got were all duplicates and 2 packs were missing

I doubt I will order again

I've purchased tens of products from this shop over the past 10 years and it's really a mixed bag. In the mid/late 2010s I received fairly good customer service, overall decent products, and it really felt like the company cared a lot about their products and customers. In more recent times, however, the product quality has gone down with there being sizing inconsistencies (I myself ordered a Tiny Horse Tee and it was so short it was practically a baby tee despite it being the largest size they sold) a general lack of care in some areas (many people receiving duplicate photocard packs that were supposed to be randomized) and a lack of response from customer service to address problems until someone is literally waving it in either Dan or Phil's faces. I really do hope that this shop can return to a better state because it made an impact on me as a customer and viewer when they told us about how they had spent all day trying on every shirt sample available to pick out the best one for their merch way back when they opened the shop.

It has been almost 1 month since my pre order for photo cards was made and I haven’t even received confirmation for this. Can someone please explain.

i’m so upset to be writing this because i have never had an experience like this with the shop or the guys in general. Customer service has been unhelpful and frustrating. I placed my order on TIT drop date and have opened at least five tickets to get a SINGLE confirmation email and instead of sending it like they said many times — they CLOSED my request! still don’t have an email confirmation. on top of dupes being sent like warehouse just chucked them in the box and called it a day. no one is getting updates, no one is getting a clear answer. it’s so frustrating especially for those who weren’t able to go.

I feel that i am completely in my right to make this review as someone who owns OVER 100 ITEMS FROM THIS STORE. i own nearly everything from every tour collection and I own literal BINS OF STUFF. This is undoubtedly the WORST merchandise store on the internet. I love Dan and Phil more than anything and will go to a lot of extremes to support them but after 10 years I am getting to a point where I can no longer buy from their terrible shop.

Here's some problems I've had:
-Terrible Jacket was €120 and felt like cardboard
-T-shirts destroyed in the wash
-Stuff not arriving
-Not all items being included
-Overpriced everything, both on tour and online
-No shipping updates
-Not even order confirmation
-Photocard quality was absolutely horrific in the entire Europe leg and they IGNORED MY EMAIL ABOUT IT
-Damaged photo cards
-Complete silence in their customer service, there seems to be only 2 people running this entire customer service
-Misprinted t-shirts
-Shitty quality t-shirts
-Copies of the same photo cards over and over, I am waiting for my photo cards and I swear to god if they are duplicates I'm gonna have a meltdown
-Complete silence from Dan and Phil about all these issues, which is so very frustrating for all the people who spend their hard earned money on this.
-All these empty promises to be better.

Mistakes can happen but I can confidently say that I have never had a smooth experience EVER buying from this store. Go buy fan made stuff on Etsy or go support all the beautiful causes that phannies support on twitter.

This is simply not worth the hassle.

Quality is okay, shipping is always messy and the design quality has gone down over the years. Different countries have different design quality as well.

Update: I have increased my rating from 1 star to 4 stars because Martyn reached out to me very quickly after posting my review. My problem has been resolved and I was given a gift card as a gesture of goodwill. I am glad that my feedback has been taken on board and I hope the issues with this company will be resolved in the near future.

I’m so so frustrated with this company. I returned an item in November 2024 and I am still waiting for a refund. They are unresponsive to emails, I have had multiple automated emails asking me to send another email but I just keep getting ignored. I’ve lost count of the number of emails I have sent at this point, to no avail. I know that I am not the only person who has had difficulty contacting the customer service team. I have also seen numerous accounts of people not receiving their orders, receiving defective products etc. I am honestly just so so fed up with this company, and if/when I manage to get a refund I don’t think I will be purchasing from here again unless I can see evidence that there have been substantial improvements

Inconsistent products, extreme shipping costs, customer service is a big hit or miss. usually a miss.

My boyfriend ordered a calendar and tshirt for me for Christmas at the end of November and we have still not received the order over a month later. We have sent multiple emails to the customer service team to enquire where our order is and when we can expect it but not had a response since the start of December. We are really frustrated as we don’t know where to go from here- the money has left our account but there isn’t any other forms of contact listed on their site to resolve the issue. A shame as I have ordered multiple times from their shop in the past and never had an issue like this.

Update:
Martyn from customer service was in contact with us within an hour of posting here very apologetic and has promised to get our order sent out asap with compensation for the delay. Grateful for his speedy response and glad we can finally get our merch!

UPDATE: After posting this review, I had an email from Martyn, very apologetic, very helpful, and arranged a replacement, which arrived in perfect condition yesterday, All’s well that ends well. Thankyou
I ordered a 2025 calendar for my lifelong fan daughter, ordering was fine, and delivery quite speedy, unfortunately it was delivered to a ‘safe place’ aka outside in torrential rain, with no confirmation, so was outside for a good while, and was destroyed, although this was more a fault of the delivery company and not actually the Dan & Phil shop, I have emailed customer services 3 times to try and resolve the issue, and am yet to receive a response, and my daughter is still without her calendar.

I ordered a 2025 calendar for my friend for Christmas. I did the same last year and had no issues. However this year i did not get an order confirmation email. Because of this i contacted costumer services who responded quickly asking me for my email and order number. I responded to this and then heard nothing back from them even after emailing them another 2 times. 2 weeks then passed and It was them coming to the cut off date to order them and i was getting very frustrated. Luckily the calendar arrived, but the costumer service was absolutely awful.
I did get a response a few days after i received my order where they just apologised for the late reply BUT DIDN'T ACTUALLY RESPOND TO MY ISSUE. i honestly expected much better from a costumer service help line .
*UPDATE*
Costumer services have now contacted me back and have been very kind and helpful in trying to get to the bottom of what happened. Despite taking a long time i do really appreciate it.

They are trying to silence unsatisfied customers by offering them to compensate the price in return for deleting the review. I was given this option, but I said no, because it’s unfair to any future customers. they should prioritize satisfying customers in the first place.

I ordered a tshirt to give to my friend as a birthday gift, and I ordered it a month and two weeks before the birthday, I thought I had plenty of time. The shop said that they will close the ordering some 25 days before my friend’s birthday and start shipping out orders. Guess what? It’s been more than two months since I ordered and I still haven’t got anything. I wrote them emails trying to ask when it will happen, but all they can say is “we don’t know” in formal English. Worst shop experience ever. You would expect that for these kinds of prices they would ship on time… but no. My friend keeps asking me if the t-shirt is there and I’m the one that has to break his heart every time. I’m not even a fan of this franchise, but what you are doing to your fans is a disgrace. Just plain awful. I got an email 12. June that the tshirt is on its way… let’s hope it’s there before pride.

I have bought several items from Dan and Phil's shops over the years and everything is always amazing. Clothing fits true to the size guides online; fabric doesn't thin and designs don't deteriorate even after they've been washed several times. The Blossom sweater I bought in 2016 still looks great and is still as soft and warm as the day it arrived. The Doomed merch that arrived recently looks incredible!

Been shopping here since 2015 and it’s always been an amazing experience, customer service is extremely friendly and prompt and shipping is super quick too even being an international customer. Highly recommend!