Arsenal Direct Opiniões 

Customer service via an online form! No ability to talk to a human, shocking service.
Having order a framed shirt that I paid extra to be delivered to a local Post Office and which was scheduled to be delivered on the 7th July I’m now struggling to get any help given it hasn’t been delivered! I can see on the DPD tracker that they have decided to return it to the sender rather than deliver it to me but it’s been in that state for a week now! I have been trying since then to talk to somebody in customer services but to no avail! What a total shambles. Over £2k down and absolutely no way to talk to a person to sort this out. Very close to reporting this as a scam to my credit card company to simply get my money back.
What makes the experience even worse is that the auto response you receive when you submit a query using the online form threatens that your query will be dropped to the end of the queue if you send multiple messages! Great work guys.

After receiving a response to this review from Arsenal I was asked to submit a further ticket to get this issue resolved. Having done so straight away I’m disappointed that a week later I’ve heard nothing from them….I’m still out of pocket and no closer to getting my shirt! This is fast becoming rediculous.
What else can I do to get this resolved….anybody know Mikel’s mobile?
I am a long standing season ticket holder and so my loyalties will always lie with the club but this is something else!

Order took forever to arrive. When it did I tried to return and automated system stated I was outside the return window. This isn’t legal as there’s a 14 day cooling off period. Having to raise a dispute with my bank. I have then ordered a different size and website has re loaded and charged the order twice. Have now spent £130 and still don’t have the t shirt I was trying to buy. Dreadful.

Ordered a football shirt and the printed number is completely off centre and uneven - tried to request a return online but website does not recognise order number - sent email but address no longer monitored for supporter queries - directed to complete a contact form but received no response and unable to contact by telephone - unacceptably poor customer service from a club of Arsenal’s standing - what options remain - happy to take customers money but not willing to speak to supporters.

Really poor. I ordered my items on the 20th of May and I was fine with the delay. My items (Order A58444824) arrived on the 1st of July, and I need to return an item but the portal said i’m out of my return window? This in incorrect as it has not been 28 days since delivery. Tried to call got diverted to email, no response on email. Never ordering again i’m going to go straight to adidas next time!

Following Arsenal’s Premier League title win, I ordered an Arsenal adidas Premier League Champions Authentic Home Shirt and an Arsenal Champions Squad 25/26 Navy Crew T-Shirt on 30/05/2026 (order number A57892692).

Although both items eventually arrived after a considerable delay, the home shirt was damaged on arrival. Because the delivery took so long, the returns portal would not allow me to return the item, as it only permits returns within 28 days of placing the order rather than from the date of delivery, which appears to contradict Arsenal Direct’s own returns policy.

The wording on the Arsenal Direct website states:

“We hope you enjoy your purchase from Arsenal Direct. If for any reason you are not satisfied with your purchase, return it to us within 28 days of the delivery date.”

I contacted customer services to point this out, but after waiting weeks for a response, all I received was a generic reply telling me to use the standard returns process—the very process that is preventing me from returning the damaged item.

The whole experience has been incredibly frustrating. Any reputable retailer would have resolved this issue within a few days.

At this stage, all I want is to return the damaged shirt and receive a refund.

To make matters worse, trying to call and speak to someone is pointless, as the phone system simply directs you back to the website.

Based on my experience, I would strongly recommend avoiding Arsenal Direct altogether and purchasing from a local retailer instead. You are likely to receive far better customer service and have any issues resolved much more quickly.

How is this the service we are getting from a team this huge. I really feel this is a legal matter at this point and have had no end of problem ordering from them. I should have realised this was a massive mistake when the first order went wrong the website crashed they took the money but there was no order and that took a few weeks to sort

I stulidly then did 2 more orders biggest mistake ever!
(the first)i ordered the champions shirt for my son who is 6..they sent me an adult M which I had to return and then couldn't get a childs shirt as they sold out. They refused to send me a shirt in exchange and so im still unable to get one.
(The second) i orderd 3 items order number A57773303 1 item took ages so the champions shirt didnt arrive for the parade for my husband and I still havent received the other 2 items. This was on the 20th may!!!!! Thats almost 2 months ago. Every single email I have sent has been ignored
This is actually to the point I feel like trading standards should really be involved. How can you just ignore customers? See all these dreadful reviews on here and feel thats acceptable. Before you say that due to arsenal winning has caused the delays you've had ongoing bad reviews way before this.

UPDATE- 22/07: Arsenal Direct have now emailed me to apologise and inform that the package is likely lost in transit. They offered me a refund or replacement and I’m hoping second time lucky as I still want the item! Credit to Akin who has responded quickly to my reply and given me a new tracking number and processed the replacement. Fingers crossed I will get my item this time and hopefully everyone else also receives an update soon! They clearly have not considered the unprecedented demand and perhaps a lesson for the future on what needs to be improved.
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Like others I fear it was a huge mistake ordering from them, and it’s disappointing when the club you love have a non existent customer service. Ordered a pre-order item and I knew due to demand I would be waiting. Fine. To be fair I was updated when it was due back in stock, when it was shipped and now this is where the positives end. Evri supposedly have had the parcel since 30th June with expected delivery 2nd July but my status has currently been stuck on ‘there has been a delay’ since 1st July with no update in 9 days. Money has been taken from my bank account at the end of June and Arsenal do not reply by the looks to anyone. Again I understand the unprecedented demand but you would surely ensure there was some sort of customer service. Will I ever receive my item? Who knows but I certainly won’t be ordering again.

Purchased some Champions merch on the night of the win, i understand there would of been a massive influx of custom that night, but i have had nothing but problems with this whole ordering process, first order apparently the website glitches so money was pending from my account and no order number to show from it, had to wait days for a response and for them to eventually cancel it, tried reordering again at this point the champions merch was on pre order.
Placed the order and wait weeks and weeks to receive the order (which was a gift for someone) when it eventually arrived i took it out of the packaging to check it and tbh i was really quite disheartened by the quality, the hoodie was very thin feeling, odd fitting too, the golden writing print on top of the navy blue jumper was so thin and patchy it did not even look gold, but more of a green colour and the entire print on the front was wonky! very basic quality checks that have been quite frankly ignored, 10 mins after receiving it i tried to arrange a return but was told I was outside of the returns window now?!?! I only just received it!!! So i filled out an online form and a week later still no reply, have done another form but no response.
Can't contact on telephone as its automated
I will not be ordering from Arsenal again unfortunately, but this has really let me down.
Judging from these reviews I can see a lot of people are having issues

item was delivered broken
cannot speak to anyone and filling the forms out is pointless as noone comes back to you

Shocking!!
Ordered some of the champions clothing line in may. Order (A57856042)says it has shipped. Evri do not know where the parcel is and state it’s with the sender still. Put in three contact form request and have still not heard from anyone. To make things worse arsenal direct contact number is automated so you cannot speak to anyone in person. Very frustrating as it was a present

We're league winners - I get it, you're overran and busy but people are spending their hard earned money and getting no response from you.

Ordered some Championship Crew T-Shirts the same day they were released and at that point, it stated 4-5 days dispatch. The amount was then refunded to my bank 7 days later. I viewed this as the order had been cancelled.

29 days later another payment is taken that is not matching the original amount. I receive an email that my order has been dispatched. The following day my order arrives but now it's so late I no longer require it not to mention the poor quality if the products. I attempt the return process but the returns website states that return creation is not an option because my order is outside of the return window and there is no alternative way to set up the return.

I've done everything you've said including not to fill a returns form in more than once but it's been 50 days altogether now!

Please can someone get in contact?

Item - poorly packaged - delivered broken. Tried multiple avenues to make contact for a replacement or refund. Impossible to speak to a person. AI chat is useless and just goes round and round asking same questions. Originally tried to do a return from the 'your orders' page and said it was now outside of the window for returns - 3 hours after being delivered!!
It feels like they have a system designed to make it impossible to make contact or a complaint. As a life long fan I can only feel a level of shame that such a big club can operate it's merchandising business like a rogue trader.
Pains me to say, but you'd probably be better off buying your merch from a unauthorised site.

Ordered some Champions merch which I recieved 3 days ago but I've had to return as, unbeknwoenst to me, I was also bought it as a gift. Returns are permitted within 28 days of receipt, I requested the return the day they arrived and their automated system says the return window has expired.

Asked for help with this, no reply. Seems like a theme.

Ordered £100+ worth of stuff back in may no update given since mid June which said the next week and I’ve completed two online forms with ZERO response. Terrible service from a professional site and would not recommend

Placed an order on 22nd May and was told it would be dispatched mid June. Yesterday I was suddenly charged TWICE for the same order.

You use the contact form on the website and you get an automated response.

You call the number and you get told to use the contact form.

Not only is this an absolute disgrace, it's also illegal.

Made an order on May 24th. Still waiting for it. The birthday I bought it for is soon and I can't get an update. They don't answer messages. Awful service.

Ordered items costing £105 after topping Premier League, order placed 20 May, A58258451. Email from Arsenal Direct 16 June to say that my order would be dispatched within a week, now 9th July still not received anything. Two emails sent and a standard holding reply from Arsenal Direct and no way of speaking to an actual person. Where is my order. This is poor customer service.

Order number- A60759536
Oder number- A57828031

Placed both orders for pre order, I have received both of them, but the money hasn’t been taken out of my account due to my debit card being lost so it had to be changed. I have reached out on the online forum but have not heard back other than the automated message.

Really want to get these payments sorted as soon as possible, as there is no one I can physically talk to on the phone.

If I could give zero stars I would. We have been charged twice for an order placed for one item. Nobody available to speak to on the phone, nobody has replied to the customer service form we were instructed to complete by the automated message. It has been 5 days and we have had an unauthorised amount of money taken from our account. To make matters worse, the item arrived today and is extremely poorly packaged and creased. A £100 item (that we have currently paid double for!) purchased as a 18th birthday gift for my son, shipped like it is from Shein! Outrageous! Have tried to call again today only to recieve an automated message that they are closed for staff training!! When will someone contact us regarding refunding the double charge???!

I bought a shirt and bag online, had to buy the bag because a £99 shirt wasn’t enough to qualify for free shipping.

So I get charged £102.20 and then another £99.90 for a phantom order, no order number no delivery details and it just happens to be the same amount as the already paid for shirt!

Can’t talk to anyone and they’re not returning emails.

**update after reply**

1. You’ve asked me to email you again when it took 10 days to reply in the first instance
2. Your emails started with Hey there, which is unprofessional beyond belief
3. I got a ridiculous apology that the system “glitched” no understanding of how anxious losing £99.90 out of my account made me or acknowledging the fact that, that amount could have forced my mortgage into arrears.
4. I’ve been told to expect the money back for this and for the state of the items sold, over £100 for “free” delivery and it looks like a forged item, and still no sign of any of the refunds.