Arsenal Direct Opiniones 

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.

I placed an order on the 24th June for over £200. My order was expected to arrive within 7 working days. Nothing has been delivered 16 days later! No order updates provided at all! I’ve contacted supporter services but a week later, I’ve still heard absolutely nothing from the company. This was a special birthday gift and that date has now bypassed but I’m still without my goods! What is going on!

Order number A61009166, I placed the above order on 13th June 2026, and still have not received the shirt on the order. When I originally placed the order, it did not say the shirt was on pre-order and it stated a delivery time frame of 7-10 days, so the payment was taken in full (please see attached photo of this).

Now, the shirt has still not arrived and when I contacted the help centre online last week Wednesday 1st July, I am still yet to receive a response. Another payment of £99.90 was attempted to be taken from my account on 1st July, which is the price I paid for the shirt, however declined as I didn't have these funds actively in my account. I am not understanding why as the money was already taken on the date of purchase and the shirt has still not been dispatched. The FAQs state a pre-order purchase will be taken from your account on the day it's ready for dispatch however my order was not a pre-order and already entirely paid.

I have received no reply back from my original request 6 days ago and have received no help from anyone else on the team regarding my £99.90 purchase which isn't just a small amount of money, I am appalled with the service and would be grateful if someone could assist in getting my order out to me as soon as possible. This is a gift and I need this sent out to me as soon as possible. I have been extremely patient with the zero-customer support I have received up until this date, almost one month after ordering, and would just like this resolved and settled now and to receive the goods I've paid for.

I have now sent 2 separate emails and 2 online help forms. Phone lines are impossible as every option you choose they’ll just hang up and tell you to submit a form. Am I getting my item??

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.

Absolutely horrible.

My wife and kids ordered me the 2026 Champions shirt for fathers day and it has now been 1,5 month since ordering 24th may 2026.
When tracking the order it says that it was on its way to "final destination" on june 18th after clearing customs. Clearly it has shipped, but are now gone.

When trying to contact Arsenaldirect by filling out the form we hear NOTHING for more than a week.

Money are probably lost.
STAY AWAY and order from a local supplier instead of this garbage.

I logged a faulty item claim on the 29/06/26 regarding an Arsenal shirt I had literally just purchased couple days before (Saturday 27th of June) from The Armoury at the Emirates Stadium.I bought an adult shirt with the custom print "RICE 41" and the official Champions League sleeve marks for £112.50. Unfortunately, I had just traveled back home to Bristol and noticed that the number "1" on the back has already begun to peel away from the fabric. So I attached a photo of the defect along with my store receipt. Obviously as I live in Bristol, I cannot return to the stadium store in person. Under UK consumer rights for faulty goods, I asked to arrange to return this by post for either a full refund of £112.50 or preferably a brand-new replacement shirt (Size: Men [XL Size]) with the exact same "RICE 41" print and Champions League badges on sleeve. It's been well over a week now since I reported the issue and provided evidence, and I've heard nothing. I just want to be able to wear my favourite shirt from which I paid so much to have. I'm at currently at a loss now

We ordered two shirts as a gift a while ago. We had planned to take them to New Zealand. We have paid but received no information about when they might be delivered. If you call the number provided you can’t speak to a person. If you email you get a generic reply. Absolutely appalling customer service. I am so disappointed, we leave Monday and I have no gifts for two people.

Placed an order, A58406890, on 20 May, of 4 items totalling £110 for my son's birthday on 11 June. Website indicated a mid-June delivery date which I was prepared to accept.
On 16 June received a message that the order would be shipped the following week.
By 29 June we had received nothing. I made 4 attempts to contact Arsenal Direct - all unanswered, apart from automated messages. Tried the phoneline - despite advertising opening times, it's never answered; instead you are directed to the website!
It gets worse! To my horror my bank account listed 8 attempted charges by this company, on 3 July, totalling £220 - twice the amount of goods ordered and still not delivered.
I wrote a long email to customer services on 5 July detailing my customer experience which produced the automated response that this advertised email address was no longer operative. I advised Arsenal Direct that I had been in touch with my bank who were registering payments to this company as suspicious. But then on 6 July I received four separate messages telling me the items had been dispatched and they arrived today. This company has taken £110 from me with a further £110 listed as pending. Why?
I have received no apology and no explanation.
What is really disappointing, and very sad, is that this company trades on the name of Arsenal but treats customers/supporters with utter disdain. Their customer services are the worst I have encountered, and they are damaging the good name and reputation of Arsenal.