Arsenal Direct Recenzje 

I ordered something and its not been delivered nor has it has a status update for a week. I emailed the Arsenal Direct Help Centre, no response. I did try to get additional help but I kept getting AI bots and form responses that didn’t help. I’ve tried to contact the courier but they’ve not been helpful either. I’ve been waiting for my order for over a month without any support from anyone and it’s been awful. I’ve not had any issues before, but this new shipping provider has turned me off completely from ever ordering again.

EDIT: The shipping company has not updated their shipping and hasn’t found the package. DPD says a different thing. I was refunded but I wanted the items I ordered. Ive been told to reorder the items but I don’t want to spend that much again to run into similar issues because it was a gift for someone close to me. I am not going to be ordering from here again. This whole experience has been extremely frustrating and disappointing. If I had known the courier, I’d never had ordered from here.

Hi,

I placed an order on January 12th, and it still hasn’t arrived. I reached out a few weeks ago for help, but instead, my order was returned — even though I had already been waiting for weeks. Why was this done without my consent? When I contacted you about this you answered me:

"We are so sorry that your latest order will arrive later than scheduled. We understand the importance of your order to you and sincerely apologise that it is not with you yet. We know how disappointing this must be.

We can see that your order was processed quickly by the warehouse but has experienced delays with the couriers. We will reach out to the couriers for an investigation as we know this is not the first time you have encountered delays and we will seek to ensure performance is greatly improved with deliveries made within the expected time frame. "

Instead you returned my order :)

Do I now have to place a new order and wait another month? I’m really confused about what’s happening and would appreciate some clarification. How can there always be issues when ordering from you?

Delivery was really delayed and came well after Christmas. The item then didn't fit and I tried to return it to a store. They wouldn't accept it in the Armoury because it was only in stock online. It was a real hassle to return. I have had previous experience of items being cancelled after huge delays. Interesting that the general experience reported to Trust Pilot of the Arsenal online shop is poor - that is certainly my experience. Arsenal should get their act together and provide a much better service to their loyal fans

The lack of updates is a major problem and needs fixing immediately.

Ordered in November and still not received parcel, update or reply OR a refund!!

Ordered a shirt end of November under order number A51079551. I notice you only reply to reviews asking for order numbers to look into further but for those who give it in the review you ignore!! Still waiting for it! I will now be reporting you to trading standards. No order updates received and when I check latest tracker it says your shipment has been cancelled?! It’s impossible to get through to any human being and refers you to online support. Round in circles you go! I would like to know if and when the shirt will be dispatched? At the very least you should be keeping your customers updated. This was a Christmas present and receiving absolutely shocking service from such a large reputable company is very disappointing!!

As a loyal, long-time Arsenal fan, I am beyond heartbroken. This is not just about a package; it's about a recurring nightmare.

My previous order was meant to be my Birthday and family’s Christmas gifts. I waited for an entire month (ordered 02 Dec 2025)with so much hope, only for it to be lost at the Nice depot (Colis Privé). Now, it is happening AGAIN. My new order (Order [GE11053529077GB]) has been stuck at the exact same Nice agency since last Thursday (06:27 AM).

It is incredibly painful to pay for international shipping and wait with such excitement, only to have my special moments ruined twice by the same logistical negligence. The packaging has a prominent red Arsenal logo—how can it "vanish" again in a warehouse where it was scanned 5 days ago?

I am NOT looking for a refund. I want the items I’ve been waiting for since my birthday.I am asking for a real person from Arsenal Direct to finally take responsibility for a loyal supporter. Please contact the Nice agency management today, find my parcel, and get it delivered.

Ordered Stanley cups and gown haven’t received my order and can’t even track. Right now they have been going back and fourth with me for over a week. I am entitled to a refund. I am appalled by them. Never ordering again.

Ordered a shirt on December 3rd to then be told it is out stock and a refund would be made still had no refund and been told to contact my bank with them telling me no refund has been made received order number a51252244 and can't call anybody to discuss this issue. Now they have contacted me to say I have received a refund and I can have 20% off my next order not ordering anything else as still haven't received a refund witch my bank has verified what a joke of a company

Ordered a jacket as my brother’s birthday gift on Dec 6 and haven’t received any order updates since Dec 12. Attempted to reach out to Customer Service multiple times after website FAQs sent me in circles. So far no resolution or response to if my package is en route or if I can cancel for a refund. Now over a month & 10 days of waiting.

Had a bad experience early December. Luckily received order 2 days before Xmas which wasn’t great. However, Arsenal reached out to apologise and refunded (they didn’t need to do this but it was really appreciated. I had never had an issue like that before ordering from them and think there must be an internal issue somewhere along the line. Fast forward to this week.. ordered a scarf Sunday evening.. it was delivered today.. (weds) just in time for tonight’s match. Back to their usual swift service. I just hope they do look at ways to contact when you have an issue as it was very frustrating.

Order GE10637131939GB
If only Arsenal Direct would take responsibility and apologize for their mistakes, they might still have a chance to save their reputation. Ordered Christmas presents 3/12. Supposed to be delivered 15/12. When no sight of order before Christmas I asked to either cancel the order or add a discount. Then half my order suddenly canceled (was on stock when I ordered). Other half shipped way too late. Initial AI responses useless but the semi-automated responses from "real people" at customer "service" to my countless Emails are even more insulting and frustrating. Not accepting responsibility, blaming shipping agent, not adressing my questions etc. Parcel is now in customs after 5 weeks in stead of 5-8 business days . I will not do the customs clearance unless Arsenal takes responsibility and adds the discount or cancel the order. In that case the parcel can stay stuck in customs. I have reported the problem and paused the scheduled payment with my payment provider. I have been a faithful customer and bought a lot from Arsenal in the past. Products have been good quality, but this experience has definitely been very disappointing and I dont see myself buying from them again unfortunately.

J'ai rédigé un avis le 15 décembre.
Ma note ne change pas énormément mais elle mérite une amélioration.

Contexte :
Commande passée le 3 décembre
Prévue le 12 décembre
Le 12 décembre toujours pas envoyée, toujours sous le statut de 'préparation' (ce qui fais long pour un maillot censé être en stock)

Bien que j'ai reçu beaucoup de réponses automatiques, j'ai pu recevoir une réponse claire d'une personne du service client et pour le coup l'échange a été efficace et clair. Merci.
(C'est quand même le minimum.)

Il serait préférable de prévoir des délais plus large, plutôt que poser un délai qui ne sera au final pas respecté, cela évitera l'insatisfaction des clients.
Il faudrait que le service client soit joignable plus facilement, car beaucoup d'adresses ne sont au final plus joignables et c'est compliqué de trouver la bonne.

J'ai tout de même reçu ma commande avant noël (bien que j'en avais besoin avant). Je l'ai reçue le 24 décembre. Après vérification de ma commande le 4 janvier le maillot était le bon, en bon état et dans la bonne taille, rien à signaler sur le produit.

Malgré des délais longs et un manque de communication, l'échange avec le service client était quand même présent et l'équipe Arsenal fait un bon geste commercial. Ce qui est le minimum certes, mais je ne m'attendais à rien honnêtement!

Commande passée le 5 décembre 2025. Toujours pas reçu à ce jour, ni même expédiée.
Malgré plusieurs relance auprès du service client, rien n'est fait. Aucune nouvelle du colis.
Vraiment mécontente !

two parcels that were marked as delivered on 07 January at approximately 3:46pm.
According to the tracking information, both parcels were left on a doorstep.

When I returned home from work neither parcel was present!!! There was no option available to change the delivery method or nominate a safe place, which makes this situation even more concerning. (Amazon shipping was the courier)

One of the missing parcels is valued at £400 and the second parcel is an Arsenal shirt valued at £120. This means over £520 worth of items were left unattended on a doorstep, which is completely unacceptable.

I am extremely disappointed that items of such high value were simply left outside without any attempt to ensure they were delivered securely or made to be signed for. This has resulted in significant inconvenience and distress, particularly as one of these items was intended to be a birthday gift, which I now do not have.

Thankyou.to james one of the ambassadors at arsenal for dealing.with my order as promised it was sent next day delivery.
Its a shame it took so long
But I have a happy son .
James my.advice to u is look.at all the reviews and look.and see who have not got there orders from.xmas and try and put things right it might put faith.back.in the club and u wont get so meny bad reviews and reach out to thoes people damage control goes a long way .
But once again thankyou.for sticking to.your word .

I'm so disappointed. I ordered a jersey for my partners birthday on Dec 3rd. It is now January 6th and nothing has arrived and the tracking provides no useful info on where it is!! HORRIBLE SERVICE. I've emailed multiple times and have not been provided with clear updates. My order number is GE10660611468GB. Give me a clear response as to where my order is or GIVE ME A REFUND. This is ridiculous. You guys owe me 150 dollars. This is a scam!

This is an updated review. Sadly, there was some issue with the delivery of my order, but this was quickly resolved by the team as soon as I brought it to their attention. The team immediately sought to investigate the issue with the courier and find the best way to solve the matter and get the item to me in good time. A deep thanks to James, who personally dealt with this matter for me and went above and beyond to ensure that the package reached me in perfect condition the very next day, just in time for the recipient's special day. Thanks again to James for the remarkable assistance on this matter and solving it with efficiency and care. Excellent customer service.

Constantly bombarded with adverts for this pathetic and useless online shop while accessing other sites - can't access basket to actually purchase items I want in the same shop. Can add them to the basket, but not see the basket or checkout.

How does a club that paid off players tens of millions £s to end their contracts early have such a bad app and shop? Is an app and website that does the basics really beyond such a big club?

Ordered (GE10766949755GB) clothing and hats etc for my sons for Christmas. Delivery estimated to be the 19th of December. Items still haven't arrived. Emailed them at least 3 times about a refund no one responded. A joke of a business. No customer service. Will never order off them again.