Arsenal Direct Opiniões 

1 Star – Extremely Disappointing Customer Service

My experience with Arsenal Direct has been extremely disappointing.

My order was marked as delivered, but I never received it. I reported the issue immediately and fully cooperated with every request throughout their investigation. Despite this, I have now been waiting for weeks with no resolution.

The most frustrating part has been the communication. Responses have been generic, repetitive, and unhelpful, simply stating that the matter has been forwarded to another team. After sending a detailed follow-up requesting an update, I have now gone over a week without any response at all.

As the retailer, Arsenal should take responsibility for resolving issues like this promptly. Instead, I have been left chasing for updates while still being without the goods I paid for.

I expected far better customer service from a club of Arsenal’s size and reputation. Until this matter is resolved, I cannot recommend ordering from Arsenal Direct.

Absolutely awful , come home yesterday and package was just left on doorstep and now missing , but knowing Arsenal you cannot call them and have to write a form they will get back to in about 30 days

CHARGED TWICE FOR ORDER
I always buy my Grandsons shirts from Arsenal direct but never again purchased 2 26/27shirts I have been charged twice so 2 shirts have cost £444 I have sent 3 web forms the last one twice 24/07/26 and then 31/07/26 still no reply unable to speak to someone so searched for an email I got an email address but guess what it’s no longer manned and reply says to send a web forms… having to do charge back via my credit card provider awful customer service for such a big club !
Very disappointed ☹️

Ordered over a week or so ago for my son's birthday.They said it would be delivered in 4-7 days.Now just got a message that dispatch is delayed so my son won't have his present on his birthday and it's being delivered by EVRI who are notorious for missing/stolen deliveries.
Really advise against using this website.Better to go to the shop and buy in person.I would give 0 stars if I could...be warned! .I am in London,UK

I ordered 3 kits- 2 kids kits and 1 adult kit which were all gifts for special occasions. The Adult kit never arrived but both the kids kit did.Contacted but no response. Cant speak to anyone on the phone and im still chasing. I wished I looked at the reviews first before spending £172. I will not be ordered from Arsenal ever again! I just want my refund!

Order Number A64039293
Evri haven't delivered my Arsenal shirt and £111 has been taken out of my account. I'm not happy and there is no customer service number to talk to anyone at Arsenal Direct I've now contacted my bank. Someone has obviously stolen the shirt via Evri judging by other customers reviews on here. I need a replacement and delivered by another courier or a refund as this is not acceptable

I ordered three items from Arsenal Direct (Order Confirmation Number: A63164656 - home shirt, mug and T-shirt) but only the home shirt and mug arrived.
I immediately contacted Arsenal Direct via their online form but have received nothing other than the automated response and it has now been nearly 2 weeks and it is not possible to speak to anyone to complain. What absolutely awful customer service.
In addition, the writing on the mug is now fading away despite only being used twice and so I would like my money back.

Extremely disappointing experience with Arsenal Direct

I placed an order with Arsenal Direct on 15 May 2026 for a home shirt and mini kit (Order A57316713). It has now been over two months, and I am still waiting for my order to be resolved.

I have made numerous attempts to contact Arsenal Direct to get this issue sorted, but despite repeatedly trying to resolve the matter directly, I have been left without a satisfactory solution or clear resolution.

It is extremely disappointing that after waiting this long and making multiple attempts to contact customer service, I now feel that leaving a Trustpilot review is the only way to get some attention and hopefully have this matter resolved.

I expected much better service from Arsenal Direct. I would appreciate someone from the team taking ownership of this issue and resolving it as soon as possible.

Arsenal as requested
After my review
A63771204 Order number !
Top rolled up in a bag !
Didn’t even look authentic!

Ordered the Champions Top: appreciate took time (over a month - as most waiting, one enters payment details for deduction, when top is available). Problem 1 when it comes it's a slim fit, medium. Ordered a regular medium. Try to return it, less than a week after receipt but Problem 2 - online says "order outside the returns window" - you have 14 days statutory and Arsenal Direct say they offer 28 days. Problem 3, I find that whilst payment was deducted on 27 June, the day before dispatch , I find out they have also charged me earlier on 22 June!!!!!! Another £148!!!! So put this all on their customer service form; they respond 2.5 weeks later but only about the wrong order; not the double charge. In this response on email; they say will investigate the order, want me to take photos of it?! And if there’s anything else. So I upload the photo but also tell them that they need to address the double payment. No further responses a week later. They never had permission to take a payment twice and concerned that this may be more than just computer error. Such action may be a breach of the contract they issue with selling this product by taking a payment twice: section 9.7 states “We will not charge your credit or debit card until your order is in the despatch process”. It was not being dispatched in and around 22 June.

Less than 1 Star

This has been one of the most frustrating online shopping experiences I've had.

I ordered an Arsenal shirt for my son's birthday on 7 July. I was told it had been dispatched on 8 July, but the tracking simply showed it as delayed. I received no updates and no communication from Arsenal Direct.

After repeatedly trying to contact customer services, I eventually discovered that the parcel had been lost in transit. This was only confirmed after I chased them. I was then offered a replacement (Order A64216324) and was assured it would be sent by express delivery and arrive by Wednesday, or Thursday at the latest.

It never arrived.

I emailed again requesting an update, a refund if delivery wasn't possible before I went on holiday, and details of the complaints procedure. I received no response at all.

The biggest disappointment is that this was bought well in advance for my son's birthday. Had Arsenal Direct simply been honest about the delays, I could have bought the same shirt from another retailer. Instead, my son went without the present I'd planned, and I'm now left chasing a refund.

Mistakes happen. Losing a parcel is unfortunate. What isn't acceptable is the lack of communication, the broken promises, and having to chase every step of the process.

I expected much better from Arsenal Football Club. Sadly, the customer service has been poor from start to finish.

Ordered a signed shirt for my fiancee a month ago for our wedding day, the package got re-routed back to Arsenal depot and no further updates. I've been chasing for weeks and not had any reply.

UPDATE - NEW SUPPORT TICKET HAS BEEN SUBMITTED.

Ordered a shirt for my dad’s birthday over 2 weeks ago, a few days later I got an email to say it had been dispatched and was given tracking number. 11 days later still no item and the tracking says still waiting for item…. I’ve tried to contact Arsenal so many times over the last few weeks but had no response to online submissions and there’s no contact number!!! We need this for Saturday otherwise have to get him a new present. I’m so disappointed and upset as me and my dad come to games together a lot and are valued members but this has put me off ever buying off the website again. So upset it’s ruining my dad’s present. 😔 order number A62446510

I placed an order for the normal 26/27 homr kit with my name and number on it on the 26th of July and haven't received anything not even an email apologising for the delay or even a reply to my multiple emails to them. I am not happy as other football company are getting their shirts out quick as my husband order his shirt from chelsea the same day and had his today.

Order: A63299219
This shirt order for my son's birthday present was shipped on 21st July and promptly lost/stolen by Evri. As the sender, Arsenal Direct is responsible for refunding or replacing. However, despite my email to them on 25/7/26, I have heard absolutely nothing as of 30/7/26. You cannot phone them directly either. It seems their system cannot cope with the volume of issues it is dealing with. Terrible customer service as it is non existent
Update: 1/8/26 Evri has investigated and confirmed in writing that it is lost. How on earth am I supposed to get a refund for my £110 purchase when customer service will not respond? I may have to resort to the small claims court
Update: 2.8.26 Thankfully, this review prompted a response and I have now received a refund. I received an email with profuse apologies, talking of unprecedented demand etc.. and saying they will be looking into the Evri delivery issues. Hope they will change their courier and sort out the awful failures in their customer service system. I appreciate that couriers can let companies down but it's how Arsenal Direct took far too long to respond and made customer service completely uncontactable which meant I had the painful and time consuming task of chasing Evri. All of which leaves me very unwilling to order anything with them again. They have offered a 20% discount for any future orders but I am not going to risk it. A sad state of affairs as lifelong club supporters and the first birthday my son will experience without a new Arsenal shirt to add to his collection :(

A few weeks ago i ordered a shirt with Arsenal font on it but it came with WSL font which i cant stand. I was offered a refund on the printing but declined as i wanted what i paid £111 for. The shirt was sent back and i received the replacement yesterday only for it to be exactly the same as the last one. WSL font instead of Arsenal font. I'm waiting for a reply but this is ridiculous. I'd like to think that he staff there would actually know the difference.

Update.
Got a reply from them asking for my booking details, which I sent but still haven’t heard from them since then. This is rubbish!

Ordered 3 champions shirts and a couple of other items on 27 May. Dog bowl arrived soon after and knew the mugs were a pre order but shirts were showing as in stock when ordering. Mugs arrived about 10 days ago but no sign of shirts. Like others, now getting zero response from support services despite several messages. Have now received a request to rate the shirts!!!! Disgraceful - will be instructing cc to get our money back if shirts not here by next week

Order A57350820. We placed an order following the title win in May, which said delivery mid-June on the website. Still hadn't received it mid-July, but gave a little grace. It eventually turned up, but looked as though it had been repackaged and I have no idea what happened to it but all the items were damaged and unusable. There were rips and staining.

I understand this may have happened at Evri, but delivery is the responsibility of Arsenal Direct and it doesn't excuse the poor customer service. I contacted them immediately to resolve, and 72 hours later I've had nothing back. You cannot ring them, and the email address is not monitored, so you can only submit an online form.

We spent over £100, and that is quite a lot of money to a lot of people. We would like it refunded asap. Currently you took our money 2 months ago and we've got nothing but damaged goods to show for it.

They used being busy as the reason for the order being late. Come on Arsenal, did you not anticipate being busy when we won the Premier League for the first time in 22 years? Put on more staff to cope? Or at least make the website dates accurate.

Unfortunately this isn't the first issue we've had with Arsenal Direct, and the reason was the same in May 2025. That time they were "working through a backlog of printed orders". Then advised me that they didn't have anymore "RICE" printed shirts so I couldn't have it and offered me other players. How is it personalised, and therefore unreturnable, if they only have a limited number and therefore clearly not printed to order.

They have had plenty of time to sort this issue out, but unfortunately the communication and delivery times now seem to be much worse.

Disgraceful service. I appreciate the demand but they knew there would be a demand and were very quick to put all the items online the night of the win and yet now aren't getting back to anyone. I've been charged for items that have never arrived, I've been £55 overcharged because they've just taken random amounts and money from me in June. I've had emails saying items have been dispatched in June and they've never arrived. There has been ONE email update since May to say rest assured the items are being sent out in June, it's now almost August and nothing. I've sent 2 message requests and had nothing back. Yet they can respond to people on here because they're getting bad reviews. Absolutely disgusting service, won't be ordering directly from them ever again.

I, like many others on here, am writing a review in desperstion that someone will respond. No contact from Arsenal Direct despite leaving 2 messages and you can't call them.
I ordered a standard shirt (no custom printing). I need to return it to get the correct size, but your online returns portal is completely broken and falsely claims my item is non-refundable.
I filled out your online support form on 7 and 10 July. Well within the 28 day returns time. No response.
All I want to do is simply return the shirt, get a refund and then bring my son into the store and get the right size.
Please respond.
Order no. A59513425