Arsenal Direct Reviews 

ordered items that never arrived, and getting any information out of them was nearly impossible. No tracking updates, no proactive communication, nothing — I had to chase every step myself. When I tried to follow up, there was no phone number and no live chat, just a contact form that got a generic reply days later with no real answer. Weeks on, I still don't have my order or a clear explanation. If something goes wrong, you have no way to reach a real person and no way to find out what's happening

***UPDATE ***
Evri have now confirmed they have lost my order. I have tried to contact arsenal direct but there is no phone number or monitored email account. I’ve still had not suitable response.

Someone stole my package that I waited almost 2 months for. I was home the day of delivery, no door bell was rung. Dissapointed. They have offered me a refund not a reshipment, even more dissapointed.

Update – 25 July 2026

Despite Arsenal Direct asking me to submit a further enquiry headed “Trustpilot review”, I have still received no response. My order remains unresolved more than two months after it was placed, and I continue to have serious concerns about the handling of my order and the associated payments.

As a result, I have now referred the matter to Trading Standards via Citizens Advice. Whilst I hope this helps to bring about a resolution to my own complaint, I also hope it encourages the retailer to address the issues that appear to be affecting an number of other supporters who have reported similar experiences.

I would still much prefer to resolve this matter directly with Arsenal, but I have been left with no realistic alternative.

I placed an order on May 19th, the night Arsenal won the league (Order A57720369). On July 9th, I noticed that various Champions items from our order had been restocked on their website. I immediately contacted them to ask why our items hadn't been dispatched if they clearly had the stock, and to get an update on the women's authentic shirt. I received zero response.

Instead, I had two payments (£31.50 and £13.50) taken from my account last week. Then yesterday, I received an automated email stating a payment attempt had failed and threatening to cancel the order if a second attempt yesterday wasn't successful. Having heard nothing else, I woke up this morning to notifications that payments taken last week had suddenly been refunded. Because of this chaotic mess, I raised a ticket this morning out of pure frustration requesting that the pre-order be cancelled.

Unbelievably, I checked my account this evening to find they have now charged me yet again for 4 out of the 5 items ordered! If you are taking my money again, I want my items shipped immediately. Stop the automated email loops, have a human look at Order A57720369, and send me my tracking details.

Would give 0 stars if I could. Customer service is abysmal and non existent. This is now my third review here as a cry for help. My first review was responded to on Monday 13th July asking me to leave an online form query on their website with my order number and they’d resolve my issue. They still have not contacted me. After my order on June 13th totalling £99.90, I still have not received my shirt. They tried to take money again on 1st July and again today, not once, but twice in the space of 5 minutes! This order is a gift, and I simply would just like to receive the goods I pay for. I never go as far as to leave negative reviews but it’s been almost 2 months now and still nothing. I would like my item ideally but if this is not possible than at least a refund so I can get this shirt locally! Please please please can someone look into and send out my order!! I don’t know what else to do to resolve this!! Order number A61009166

Parcel was missing an item, no response at all after multiple times of submitting complaints form.
Also ordered 20th May champions jumper which has never arrived.
No reply to resolver case
Diabolical customer service

I ordered shorts to go with goalkeeper top for my grandson on 9th July and have not received them. The tracking is showing nothing and despite filling in the online form twice I’ve heard nothing! The top itself has now started to peel off the print after just two washes. It’s impossible to speak to anyone and no one is replying to the on line form. Absolutely terrible customer service for goods faulty and goods not received. Surely Arsenal can do better than this! I’d like a complete refund for both items but can’t speak to anyone!

Awful experience. Ordered champions merchandise on 31st May. Was told on 16th June that order would be on it's way soon. It was finally shipped on 8th July but after a lengthy delay and multiple queries with Evri, they finally admitted that they have lost the parcel. I am now trying to contact Arsenal Direct, as they are legally responsible, being the vendor, and cannot speak to a person. Despite filling in a contact form and emailing customer services, absolutely no response whatsoever. I have paid £100 for merchandise that has been lost and neither Evri or Arsenal Direct seem to care. Absolutely disgusting.

Has anyone contacted Anna Timms at the Guardian yet? I’m waiting for an order placed on 26 June (very recently compared to the rest of you, I know!) which Evri received on July 9th and that now seems to be lost in Evri. Delivery to locker promised ‘today’ on 16th and 18th July, but did not appear. Has now been ‘processed at our hub’ 4 times!

Placed an order on 16th June, it's now 21st July and it still hasn't arrived. When I tracked the order through evri it was showing that the order had apparently been damaged in transit and to contact arsenal direct. I have spent the last 2 weeks sending numerous emails and trying to phone etc........no response or reply and the number on the website doesn't let you actually talk to anyone, it's just an automated message telling you to fill out a contact form on their website, which I have done numerous times and had NO response what so ever. It's now at the stage that I think my only option is to try to chase it up with my bank to cancel the payment from my end. Horrendous costumer service! Avoid!

Ordered a shirt. Their chosen delivery company is Evri who have “lost” the package. Have contacted Arsenal Direct and have heard absolutely nothing, can’t get in touch with a human. Absolutely awful customer service experience when you are spending a considerable amount of money.

I ordered a scarf but when it was delivered the package was shredded, torn open, and the scarf inside damaged with a hole in.
I submitted the online support form on the 11th July and received a generic automated acknowledgement saying ‘at this time it may take us slightly longer than normal to get back to you. Please kindly note that sending multiple messages may result in your query being pushed to the bottom of the queue’. However - no estimated time frame for response is given - so I have waited 10 days but no communication at all. I have now tried to call the Arsenal Direct helpline, but you get trapped through options asking you to use the online form! - it seems impossible to speak to a human.
I am leaving this review in the hope Arsenal Direct responds, because I don’t know what else to do. I would like this damaged scarf to be replaced - Order A56397860

Have been trying to return a £55 sweatshirt as it’s the wrong size since 7th July using the online returns system. First I got the message it was outside the returns window even though it had just been delivered. Used the contact form to raise the issue, also on 7th July, explaining the issue and have yet to receive a reply (it’s now 19th July). Tried raising a return again a week later and this time the order number showed as eligible for return but the refund amount was shown as £0. I’ve emailed Arsenal Direct again with this new issue but again I have only received the automated response. I’m now in a dilemma whether to risk returning the item and then trying to get a refund or wait for a reply but 12 days is an appallingly long time to wait already and the clock on the returns window is running down (maybe that’s the aim..)

I bought a shirt that I want to return (within the 28 day period) but their online portal does not work saying my item is non refundable, despite it not being a personalised item or swimwear/underwear etc. I've tried calling multiple times but the automated message directs you online. I've also emailed multiple times with no response. I would like to get my money back. It also seems like this is a common issue with multiple people experiencing the same thing! Such poor customer service. I would not recommend buying from here! Would be worth reporting to trading standards for such poor communication and service. Not getting any response from the company therefore lapsing the return policy time and losing your money. Not worth it!

Great response and service for a visit coming up to the stadium, excellent service.
Thank you Brady for all your help today

Brady was super helpful in giving me all the information we needed ahead of visiting in terms of accessibility and information concerning aspects of the tour. Brady was incredibly responsive and explained it all thoroughly which has made the upcoming visit a lot easier.

Placed and order for me and my 10 year old for her to wear to her first game at the emirates in August they said delivery would be 4-7 days which was fine as I would be off somehow it got delivered 2 days later to an unsecure place with no attempt to arrange a safe place as I got the notification 1 hour into the 2 hour slot evri gave and now my parcel is missing A62730217 I’ve reached out to arsenal but had no response and I know they take a long time to respond so I’m really not happy

Placed an order in may, keeps saying it's on its way but no tracking number etc. customer service is non existent have filled in online forms numerous times, you cant call them.. terrible service!
Update 24th July, so I sent back requested info re order nmber etc, no response but i recieved an email yesterday saying one of the four items was on its way?? no explanation? no date for balance, these are gifts for family that we visit at the end of next week

I am so disappointed with the service from Arsenal Direct. I ordered shirts and goods to the value of £330. Following Arsenal’s Championship win in May. Most of the items were on pre-order with a due date of mid June. Having chased multiple times, I received part of my order at the beginning of July. I ordered two hoodies but only one of the them arrived and was the wrong size. The other has not arrived at all and it’s now 18th July, over 30 days after they were meant to arrive. I sent two forms to Arsenal about the return, no reply. I tried to use the return form but the system will not let you as it’s been more than 30 days since my order.

I sent two more email enquiries via their forms but the missing hoodie, no reply.

This is by far the worst customer service experience I have ever had. I am so disappointed in Arsenal Direct. Can you please respond to my complaint and queries.

Dear Arsenal Direct Customer Support,

I am writing to formally complain about my order A57969185.

I have tried contacting your customer support multiple times by both email and phone, but I have not received any response.

In addition to the complete lack of communication, I have noticed that I was charged more than the total amount displayed on your website at the time of purchase. This is completely unacceptable. The amount taken from my bank account is higher than the price shown during checkout, and I have received no explanation for this difference.

As a paying customer, I expect transparency, accurate billing, and proper customer support. Instead, my payment has been taken, I have been charged more than expected, and I have been left without any updates or assistance.

I request that you:

* Explain why I was charged more than the amount shown on your website.
* Confirm the status of my order immediately.
* Refund any incorrect or excess charges without delay.
* Respond to this complaint as soon as possible.

If I do not receive a prompt response, I will have no choice but to escalate this matter with my bank and pursue all available options to recover the incorrectly charged amount.

I look forward to your immediate response.

Kind regards,

Hassan