Arsenal Direct Omdömen 

Ordered several items for Fathers Day including a mug. The mug arrived broken and I raised this over a week ago. I’ve had no reply and Fathers Day is on Sunday, what can I do with a broken mug?

UPDATE-I would like another mug sent out. Ca n’t get a refund because it was on a gift card

Arsenal has the worst website and app I have ever used. Especially for trying to navigate to anything about Arsenal Women.

For all of the money the club makes, the least they could do is give the club supporters a decent website and app for downloading tickets and season ticket renewals.

I pre ordered an item in may , was promised delivery before fathers day and im still waiting on a despatch nearly a month later , trying to call someone from your customer service is a joke, not to mention a massive headache, im extremely disappointed as my order was for fathers day, which is only a few days away and i cant see it coming in time. So far its taken me three seperate customer service queries to chase my own order, my order number is A59780438

Ordered a shirt over 3 weeks ago and no delivery. Have completed online form, no response

Had some trouble with an order but customer service sorted it out same day. Extremely satisfied with outcome.

Updated
After posting complaint it was handled well by Arsenal direct and I also received a discount on product. It arrived last week and my son was really pleased with the shirt. So I’ve updated the stars and comments.

#Orig Ordered Champions shirt 26/05. Order A59550942. Stated delivery start of June.
Since there I have heard nothing and no notifications to inform me it’s been dispatched.
I sent and email but just received a generic reply back. So 3 weeks on it just seems to be stuck in limbo?
It was supposed to be an early birthday present for my son but now it’s looking like it won’t even arrive on his birthday. Very disappointed.
If there are delays due to demand people should be informed, not just a generic email response when you try and chase up.
I can understand some delays but it doesn’t account for poor communication too.

Order Number: A57258270

Ordered a shirt for over £100 and evri (dreadful courier) delivered it to the wrong address. After speaking to someone in the building it was delivered to, I found out it had been stolen.
Emailed the club and used the contact form over 2 weeks ago. Still no response. As a match going fan and someone who regularly orders from the club it’s extremely disappointing. Dire customer service.

Update*

Initial communication was disappointing and I waited over two weeks for a response after my order was delivered to the wrong address and stolen. However, once the matter reached Arsenal’s Supporter Services team they dealt with it professionally, arranged a replacement immediately, prioritised dispatch and provided a goodwill discount. I appreciate the way they resolved the issue and have updated my review to reflect the full experience.

Update: James in customer services got back to me straight away with a resolution. My new shirt has safely made its way to me. Thank you for all your help at this busy but exciting time!

Order A57727173 was placed on 01/06/26 and I haven’t received any updates since. Every time I check my DPD tracking, it simply says, “We’re expecting your Arsenal Direct parcel.”

I contacted Supporter Services over a week ago and have still not received a response. The lack of communication and customer service has been extremely disappointing.

I understand that the shop is likely dealing with a high volume of orders, but if that’s the case, don’t advertise 3–5 day delivery if you can’t realistically meet those timescales. It feels like a false promise and sets expectations that aren’t being delivered.

To make matters worse, when I try to track my order through the app, I receive the message: “Oops! It looks as though we’ve not been able to load the page.” None of the reasons listed apply to my order, so I have no way of getting any meaningful update on its status.

I’ve also heard from other supporters that it’s often better to order through Adidas directly, which is concerning given that this is Arsenal’s official store.

Can someone please provide an update on my order and explain the delay?

I ordered two shirts from Arsenal Direct to Luxembourg. The only reason I ordered through the UK shop was because I had a gift card, which apparently could only be used there. Otherwise, I would of course have chosen a more suitable ordering option for Luxembourg.

DHL Express is now asking for around €100 in customs and import charges, which feels completely disproportionate compared to the value of the order. I understand that fees can apply when ordering from the UK, but if I had known they would be this high, I would not have placed the order this way.

What makes this even more frustrating is the lack of customer service. I contacted Arsenal Direct through the official contact form two weeks ago and I am still waiting for any kind of response. For an official club shop, I would expect at least a timely reply or some attempt to help find a solution.

Order number - A58078387

On the 20th May, I purchased myself & my wife the Arsenal Home Kit with the Champions badge. We let two weeks go by as we could understand you’re busy. However it has now been 4 weeks with absolutely no communication. I had a notification on the DPD app that it was awaiting pick up. The next day it disappeared and have had nothing since. We have both queried via email & phone calls with no luck through both. I’m absolutely appalled and at this point unsure of whether I’m going to receive the shirts.

Placed order over 3 weeks ago, still not arrivrd was advised by Evri to contact the Seller as parcel has been damaged in transit. It is impossible to get in contact with Arsenal retail, the phone line directs you to an online form and cuts you off. Have filled in the online form twice, but getting no response.
Order No. A59663813

Order A59607735 on 26th May.

Apparently was shipped on 5th June. Still yet to receive, with no idea where it is. Evri tracking hasn’t changed for 2 weeks saying they will try to send to me and Arsenal tracking state it’s with them!!

EVRI customer service appalling - unable to get anything other than basic AI responses which have no relation to my questions.

As of now nothing back from Arsenal, but not hopeful given how hard it is to get any response. I’ll give it a few more days before having to raise a dispute with credit card to try to get my money back. The first time I’ve ever had to do this as ultimately they have my money and provided no product or service.

Just really really bad service and shocking way to treat fans/customers irrespective of the up tick in demand.

I placed an order for four Champions shirts on 19 May (release day) with a total order value of over £350. Order A57776427. At no point during checkout was there any warning that there would be significant delays or that the shirts were effectively being treated as a pre-order item.

Like many Arsenal fans, I ordered these shirts hoping to have them in time for the celebrations and parade. However, by then my order hadn’t even been dispatched.

I contacted Arsenal Direct through the website contact form for an update on when I should expect my order and received nothing more than a generic response. When the order continued to be delayed after reaching the delivery provider, I submitted another enquiry on 4 June specifically about the parcel delay and received no reply whatsoever.

The tracking information stated that my order should have been delivered by 31 May. After seeing no progress, I contacted Evri directly because Arsenal were not responding. Today, Evri informed me that the parcel had been misplaced following a delay on 2 June. Strangely, a few hours later, the tracking from Evri was suddenly updated to show the parcel as delivered, despite me not receiving anything and there being no photo proof of delivery.

It is now almost a month since I placed the order and I still have not received the shirts - especially when my original confirmation email said 3-5 days delivery, just like it did at checkout. Even more frustrating is the complete lack of communication from Arsenal Direct throughout the process.

As a loyal Arsenal supporter, this has been incredibly disappointing. During what should have been a memorable and exciting moment for fans, I’ve instead been left dealing with stress, uncertainty, and a complete lack of support from the club’s retail operation. For an order worth more than £350, the customer service and communication have been unacceptable and have seriously damaged my trust in Arsenal Direct.

After trying to return a shirt via the website (which felt almost impossible) and writing a disappointing review.

James from Arsenal Direct got I touch after a couple of days and within a few hours my problem was sorted.

Happy to change my review score

I ordered my new shirt and paid extra for the patches. I ordered on the 27th May 2026 and it was delayed due to the men winning and arrived
However the shirt arrived and it is not what I have ordered, it is not my order. The patch on the sleeve is the wrong one and it is damaged, the patches that should be on it are not on it. I have emailed twice and got no reply. I called arsenal and they cannot help as they don’t have any further contact details for arsenal direct. The customer services is shocking as there is none. I would like the shirt I originally ordered and for someone to get back to me.

Thank you for getting back to me, one of your colleagues has sorted it for me.

Actually it has not been resolved, the replacement shirt you have sent does not have the patches on I ordered. This is now the second time, I have emailed the link you have sent on here but no response.

Update: I would like to say thank you to James at a the Arsenal for going above and beyond to get this sorted for me. A full refund and full apology was made, the shirt was redone by a senior in the printing department. It arrived today in perfect condition. Thank you James for all of your help and support

Ordered a cap on the 22nd May. It’s now 13th June and I’m yet to receive the cap. I’ve emailed twice. No response.

Update - the cap was actually out of stock this entire time. They refunded me. Just frustrating that it took 3 weeks to get to this point and now I still owe my partner a birthday gift!

Placed order over 3 weeks ago, still not arrived. Was stuck with Evri for weeks "in progress", recently updated to say the order has been "damaged in transit" and to get into contact with the retailer. It is impossible to get in contact with Arsenal retail, the phone line directs you to an online form and cuts you off. Have filled in the online form twice, but getting no response.

Edited to add: Arsenal Direct quickly responded to my review on here, requesting my order number. I sent this over immediately, but yet again, over a week later, I have received no further response. Still have not received the items or a refund.

Ordered Champions shirt day it was released. Parcel was intercepted and tampered with. Reported to the police, Evri and Arsenal direct. Was asked if wanted a replacement or refund. Requested replacement, since then not heard anything despite many emails. No number to call is ridiculous in this day and age!! Disgusting service.

Ordered 2 personalised items which were sent with Evri who never attempted delivery and are now ‘lost’. Despite multiple attempts to contact Arsenal via the online form and customer service email address we have had no response. Absolutely shocking that you can’t get through to speak to a human being. I guess that’s £150 we’ll never get back. Will never order from Arsenal direct again unfortunately.

Placed an order, took forever to arrive and then when it does, an item is missing! No easy way to contact them or raise a dispute. Item is now out of stock so no chance of a replacement. Shocking service.