Arsenal Direct Omdömen 

I ordered the latest shirt for the 26-27season in mid-May and I am still waiting. The last time I had any information about it was when I complained about the delay and was told there was an unprecedented demand for it. Really? They never anticipated that as usual, there will be high demand for new shirts for the upcoming season?
The delivery company acknowledged receiving information about the order but stated they are waiting for Arsenal Direct to dispatch it.
And the automated email reply to our queries are an insult

I am having serious issues with Arsenal Direct and have been unable to get any response via email or phone support.

I have two orders affected:

Order A57975XXX (£155):

* Delivered yesterday
* Payment already fully taken
* However, there is still a duplicate £155 pending authorisation showing on my bank account
* Most importantly, I am unable to return this order. When trying to create a return, the system incorrectly states:
“Return creation is not available. This order is outside of the returns window,” even though the item was only delivered yesterday and is clearly within the return period

Order A58427XXX (£165):

* Delivered
* Showing duplicate pending authorisations totalling £330

I have tried multiple times to contact customer service via email and phone, but I have received no response at all.

This situation is causing serious financial stress as a large amount of money is currently being held due to what appears to be a payment system error, and I am also unable to initiate a valid return for an eligible order.

I urgently need this addressed:

* Release of duplicate pending authorisations
* Fixing the returns system error preventing my legitimate return
* Proper customer support response

Ordered two Arsenal champions T-shirts 42 days ago ,order number A59114369 got one T-shirt the other one was missing , have emailed them 3 times now and just a automated response the service is shockingly bad , also not the first time this has happened, also there is no phone number to call but Arsenal are quick enough to email and ask for season ticket renewal money before the season was even finished

Purchased the new training top, which took a couple days to ship, but Evri’s tracking has stated expecting it for over 2 weeks now. Arsenal Direct asked me to wait 5 days, which I did and now getting no response to my online query form. This isn’t my only issue I’ve had. Waited over a month for the new home top with no updates and when I cancelled it, it miraculously shipped the next day and when I tried to return it, the system says it’s outside its return window, oh and no answer to my query form again. I will never use Arsenal Direct again.

Update-Arsenal finally contacted me, asking what order I needed assistance with, when my message clearly stated what the issues are, with both order numbers. I replied straight away, and it’s now been over a week with no response. Arsenal need to sort this out. I have now received legal advice and will be taking it further.

Still not heard a thing about A60294832. Ridiculous customer service wasted £110 on a shirt that hasn’t been delivered and getting no replies for the 20+ tickets I’ve created. I need someone to get back to me by the end of tomorrow or I’ll be emailing trading standards

I’ve supported Arsenal for years, but Arsenal Direct’s customer service is simply not good enough.

I placed an order on 24 June for a men’s training kit and the new 26/27 home shirt (Order A61980583) for a relative, who lives abroad so a family member could collect it whilst visiting the UK so timing mattered. Despite the website stating that orders are dispatched within 4–7 days, my order still hasn’t even been dispatched. I don’t think it will arrive on time. I feel so sad about this as it is a present for their birthday and I made sure to order it in plenty of time.

To make matters worse, there is no proper customer service. Like many other reviewers have said, there is no phone number to call, and it’s surprisingly difficult to even find a contact form. When you do, all you receive is an automated response about “unprecedented demand” and how busy they are, with no actual information about your order or when it will be sent.

This isn’t a small independent retailer – it’s Arsenal Football Club. If demand is consistently this high, they should invest in the infrastructure to cope. Fans deserve far better than being left completely in the dark.

Unfortunately, this isn’t my first poor experience either. I previously had to return an item, and it took well over a month to receive my refund.

What makes it even more frustrating is that Arsenal Direct takes the full payment as soon as you place the order, not when it’s dispatched. In the current economic climate, many supporters make genuine sacrifices to buy club merchandise for themselves or their families. Taking people’s money immediately and then leaving them waiting for weeks and sometimes months with little or no meaningful communication feels insulting and disrespectful to loyal fans.

I love the club, but Arsenal Direct is letting it down badly. The products may be great, but the customer service, communication and fulfilment process are nowhere near the standard supporters should expect from a club of Arsenal’s size.

Arsenal – please sort it out. Your fans deserve better!

Ordered the Arsenal Premier League Champions Shirt as a pre-order after being told it would dispatch at the beginning of June. It wasn’t dispatched until 27 June and arrived on 1 July.

I contacted Arsenal Direct on 18/06 for an update, 24/06 to cancel the order, 01/07 to try to create a return and today 02/07 to make a complaint. All using the Contact Us form but received nothing except automated replies each time and I tried various options. I also tried calling, but every option simply directs you back to the online form, so there is no way to speak to a person.

The shirt arrived 01/07, but the online returns portal incorrectly says that return creation is not available because the order is outside the delivery window, despite it only being delivered yesterday. I am unable to exercise your published returns policy.

This is the worst customer service I have experienced. I would appreciate someone contacting me to arrange my return and refund. Order number:A59074151

What is going wrong with arsenal direct ? Never known such bad service . Bought an authentic premier league champions shirt for my son to celebrate end of his A levels . I ordered large and it is too big . I’ve tried to process return but online refuses it even though I didn’t customise it and website returns policy said I could return . I’ve now placed a notify me for Medium but I’ve tried calling the shop and have completed 4 contact us forms and still
Heard nothing back. Worried I will miss the 28 days ! And someone may want my size large shirt ! Order number a60656105.

Sent my shirt without personalising it so sent back for them to personalise, they received it back 14 days ago and still haven’t corrected their mistake and sent it back to me.

Customer service is awful and take 4+ days to reply and just give me bog standard answer they’ll contact the warehouse but then never hear anything back

They finally got back to me on my problem and they want me to download forms and send it to them to get my money back after not dealing with my case for a month I would rather lose my money then waste more time on these guys stay far away from ordering I’m disgusted this is how my club is dealing with our fans once again I heavily advise to go to the shop instead as the support online are rubbish at there job £110 down the drain for no reason never again!!!

Order A60312136
Ordered this item on 31st May as pre-order with the promise of dispatch in mid June.
16th June had an email to say will be dispatched within the week.
Nothing since.
Have phoned and got nowhere. Have emailed and raised tickets via the website and zero communication. Was ordered as a Father’s Day gift which obviously has now been and gone. Just some communication would be nice!
Will never order again - would advise using generic stores like JD or Adidas instead.

Ordered two champions t-shirts on 19 May and specifically ordered something that wasn't "pre order" so we could wear them on our holidays (which are already over by the way). Still haven't received my package and can't even cancel it because it says "completed". Paid 22 swiss francs for shipping as well. Really annoying, we don't even want the t-shirts anymore. As someone who has ordered multiple times from arsenal direct, I'm really disappointed and won't be ordering anything from there anymore. (Order number GE12294345996GB)

Ordered a hat for my husband on 18th May, have sent 3 enquiries with only automated responses, phoned the contact number and every option ends with being hung up on! How are we ever meant to get the item or find out what’s going on!!

Arsenal direct premiership champions shirts ordered on pre delivery on 26/05/2026
Delivery promised 1st week June 2026.
Still not received.

We ordered a kids shirt with Saka on the back for my son’s 11th Birthday which was 7th June. Shirt was ordered week before that. Still haven’t received it. When phoning to speak to them, no one to talk to and just hangs up on me eventually. Shocking service. My son’s been asking everyday for this shirt and why it’s taking so long! I’ve been a fan for 36 years. Please can someone look into this? A59545606

They used Evri. Of course Evri lied and didn't deliver. I contacted Arsenal. They eventually sent again. I received. Wanted to return 1 item within 24hours as didnt fit. Now out of time as time taken from original date not actual delivery date. I have emailed twice and no reply
We deserve better. You are taking our money and treating us appallingly.
They did eventually reply...clearly didn't read my email properly..then after me emailing again they sent me a code. You have to be patient and persistent with them. I still will never buy from them again after this experience. The amount of money they make and the service is awful, time consuming and frustrating.

Order:A59023106

You asked for my order number and said would investigate and have heard nothing back.

Order (A60030781) placed on 29 May 2026. Received notification from Evri saying that it had been shipped on 3 June 2026. Submitted a few tickets to enquire on the status but no one respond to that.

Gaslighting customer services who are as useful as a chocolate teapot.

Reporting to Trading Standards on Monday unless my order and its tracking magically appears.

Placed order for champions home kit on 25th May. It’s now 27th June and it still has not shipped, and I have had no communication from Arsenal Direct. I have twice contacted using the online form, but both times received an unhelpful automated response. Please can you advise when this order will be shipped?