Dan & Phil Shop Reviews 269

i placed my order on 3/6/25, received absolutely no updates until i emailed again on 11/6/25 to which i got a response 2 days later saying my order would be shipped “by around” 15/6/25. “by around” doesn’t make sense in the first place but i’ve still yet to receive an email with tracking details which i was told id receive by then. it’s now 19/6/25 and still nothing. it’s so disappointing that even after years of having this shop open, we’re still being let down time and time again.

*update (3/7/25)
i received my order today and i’d like to just say a huuuge thank you to sarah. i got a signed photo, a vip photocard pack and a global premiere pack as an apology for my order taking so long.

I do love the merch from this site, I'm a huge fan of these guys, but I fear I've grown too tolerant of the issues that keep arising again and again.

I've bought from this shop a number of times, most of them being in the past year or so (though I did have one order from 2019), from both the US and UK/worldwide stores, and while I didn't notice any issues the first few times, more and more have popped up since then. Some of the following examples are not my own but ones I've seen others go through. I'll try to organize them here:

COMMUNICATION:
This is by far the crux of a lot of the issues. The quality of customer service is wildly unpredictable, ranging from in-depth details about the service topic to generic answers to repeatedly saying they'll fix something then closing tickets before they're actually resolved (this seems to be an issue specifically with the US version of the shop, the central/worldwide/UK shop has a higher likelihood of a good response) to just straight up ghosting. It can be weeks before someone gets to your email. Things do generally get resolved satisfactorily in the end, the team is wonderful about shipping out replacements, but the process to get there can sometimes be incredibly frustrating.

Transparency and managing expectations is another issue. Too often an estimated shipping date or period of time is inaccurate to what actually happens. Even a quick email update of if the manufacturer is taking longer than expected, if they received a lot more orders than expected, or country-specific shipping delays and how they're handling them would be appreciated! I have no issue waiting long periods for orders, I preorder items from small sellers all the time and often wait months, but they are generally a lot better about estimating wait times and notifying their customers of any hiccups in the production and shipping process.

This most recent drop (the Terrible Influence Tour merch) also had a widespread issue where hardly anyone received a confirmation email. I understand this was due to migrating to a new email service, but as of right now there aren't any details on how customers should proceed if they want confirmation.

The parent company, IRL Merch, has their own social media as well but have seemingly abandoned them. Any widespread updates on issues we get, if any, are through Phil's social media, and are often a bit too casual and unserious. On-brand for sure, but not really the professionalism I'd expect for addressing an ongoing issue. Utilizing something like an updates blog on the site, buyer newsletters, or social media updates from the IRL Merch or DanAndPhilShop accounts would feel a lot more professional and also reach the targeted subset of their audience more accurately.

QUALITY:
The merch quality itself varies wildly. Most of the merch is fine on average, but the thickness and material of the clothes can vary from drop to drop so I'm never quite sure of what I'm going to get. The print quality also fluctuates, ranging from really bad situations like the early TIT shirts flaking off dramatically upon first wash (which I believe was a sealant issue?) to designs cracking a bit (my crafts tee cracked when I put it in the dryer once after only air-drying it previously) to having no issues whatsoever (the Doomed and TIT hoodies are great!)

It's been a decade, I would expect them to have some regular, consistent, trustworthy manufacturers by now.

Also the unshuffled photocard and duplicate packs issue is frustrating but it's good to know it's being dealt with.

UNIQUENESS:
This one is a bit more minor, but IRL Merch's value of out-of-the-box, creative, and unique items seems to have taken a backseat to the standard fare like shirts and hoodies and...more shirts. Don't get me wrong, I love the designs of the current graphic designer, but I would love to see more drops akin to AmazingPhil solo merch, things like socks, candles, blankets, etc. Or subtler merch like the hydrated and plant killer tees. More small/trinket level items would also be lovely, things like enamel pins, stickers, embroidered keychains, bandanas, washi tape.

CONCLUSION: I'm running out of space but I think I vented everything. I'm generally very forgiving with small businesses but the amalgamation of issues here kind of reached a breaking point for me. I've learned to expect delays and issues when ordering, but it really shouldn't have to be that way. I hope things can improve!

In the past I have had a generally good service from this shop, always shipped promptly and always received a confirmation email. This time however I received no confirmation email and when I emailed customer service recently to follow up they provided absolutely no insight. The representative told me that orders are currently being sent out and if I experience further problems to send an email with my order number, mind you I don't have an order number as I received no email with it. I'd just like a confirmation that my order has been placed and will be on its way soon as I have received nothing since this.

Recently ordered 2 packs of photocards and received them but it was only duplicates, which is a shame since I really wanted to be able to collect them all, though I have noticed this has been happening to most fans. Very disappointing, and the lack of response with Customer Service isn't great.

Edit: I was contacted very quickly since my review by Martyn and everything has been fixed, I am receiving 2 more packs of photocards and they have already been sent out. Thank you Martyn!

Mixed feelings.
I’ve ordered from the Dan and Phil shop several times in the past when sales were on and it’s been fine up until the most recent merch drop.

I ordered on the 25th May when the shop reopened and had made a £35 order (shipping was supposed be early June as stated in the website) I never received a confirmation email about my order but the money had been taken and it got added to my shop app, I saw fans were getting delayed emails so waited it out and still never received my email which meant I had no information on my order. My order was also stuck at ‘preparing shipment’ from the 25/05 to 17/06.

When I emailed the company for any sort of update about my order or to receive a confirmation email I got the same copy paste automated response a handful of people had received after a few days of silence from them.

I have now received my order with only the last 48hrs of updates on it and got the same photocards as everybody else which doesn’t feel very randomised which is quite disappointing.
I really do hope they improve because it’s ridiculous that everyone had the exact same issue.

Have used dan and phil shop for YEARS (since 2016) and have always had great experiences. Now I placed an order on May 25th 2025, as of June 19th 2025 I have not received a confirmation email for my order, but the money was withdrawn from my account. The website also stated that orders were going to ship BY June 15th, again I have not received any information about my order. This is extremely frustrating and I will not order again.

Due to the money being withdrawn with ZERO communication, I have considered cancelling my order and disputing the charges with the bank. Specifically the US warehouse is extremely poorly managed and it appears that “Dan and Phil” have no clue what goes on in their company. I would not recommend ordering from this site again.

I have ordered from DanAndPhilShop many times over the years as a longtime fan, however in recent months I have seriously considered ever using this service again.
I received my 2009 longsleeve three weeks late, and when it arrived the quality was subpar in comparison to the price that was charged.
My order for the chrome hoodie and sister daniel/father philip photocards was delayed by four weeks. I was not made aware of any sort of delay until I had reached out and was told they were awaiting stock to ship out the cards. I understand unforeseen delays happen, but when you are running a company the basic thing to do is make your customers aware of these things.
My photocards arrived damaged and bent, but by this point I was too tired of dealing with subpar customer service and communication I left it.
And we come to today, where there is a two week delay on my Terrible Influence tour hoodie and photocards AGAIN. I have yet to receive a confirmation email, let alone a tracking email when they were ordered a month ago. The shop was contacted asking where my order is as it was meant to ship over ten days ago and I have yet to hear back from them with any sort of update or reason for this delay.
The service and quality of this shop has gone downhill SO FAST in recent years it’s kind of laughable. I would love to be able to support my favourite youtubers, but when you are constantly dealing with these issues it’s simply not viable.

Unfortunately I have received the same cards in both the photo card packs that I have received recently, I’m also disappointed to find that none of the uk packs include any shiny cards at all
I have been in contact to receive new cards, however I only knew this was an option due to Phil’s tweet, I have received no email from the company itself about the issue at hand
I can only hope that the process to receive new cards doesn’t take long
I feel like I’ve been generous even with the two stars
Edit: The company have since reached out to me and the issue has been greatly resolved, I appreciate the efficiency and the effort

bad quality merch & terrible communication from their customer service. they send out copy pasted replies & half the time don't even bother to read your email. if you leave a review on here martyn (company director) contacts you to ask you to remove it/change it. we shouldn't have to leave bad reviews on trustpilot to get a proper response.

i ordered photocards and didn't get an actual "random" selection, and every single card was curved like they'd been stored in an unsuitable environment. i never received an email confirmation, when i contacted them about it i had to wait days for a reply and still did not get a confirmation email, just told they had my order.

merch has been going seriously downhill since the end of the hiatus. something has to be done about this company. dan and phil please hear your fans when we criticise it. we want to support you but this makes it unbelievably difficult, especially when complaints fall on deaf ears and are met with empty promises to get better, only for nothing to change.

please fix your store. we're tired.

edit: if i could lower my rating i would. within 3 hrs of this review being accepted i received a email response from martyn.
-he didn't even read my review. i received 5 packs of damaged cards. when he emailed he apologised for the fact i received duplicate packs, and then only replaced 4. i didn't point this out through email because i just wanted Anything i could get as a replacement, but it's worth noting he's not even reading things properly.
-i was also sent a hand signed art card, which while i'm incredibly grateful for, i'm incredibly suspicious of it as it doesn't seem like other people who only emailed customer service will get the same treatment.
-people who have left reviews have been given VIP PACKS. not normal blue packs. again, i'm very grateful! but i feel like this is special treatment.
-this also arrived on express next day delivery.

all in all, i didn't recieve a proper replacement, but still recieved special treatment i didn't really want? and i felt really bad recieving it too. i just wanted 5 replacement fully random not damaged packs. this has all happened while people worldwide are still waiting for even just a response about their original orders, even just a confirmation or an update. martyn this is a really bad look, and it's unprofessional. treat everyone equally and reply to people needing an update on the things they've paid for, or i think it's very clear you're just trying to sway reviews, especially considering how many people have changed theirs now, and especially after i've seen you asking some people to change it, as i stated in my original review.

edit 2.0: oh, now IRL's director is also requesting to remove his name from negative reviews, while it's okay to mention him by name in positive. This is childish.

edit: director of the company is guilt-tripping people into changing their rating in emails and, in my opinion, is doubling down when people explain to him how this alone makes them feel (not good). That's a choice of a tactic, I have to admit. Not everyone would dare to do that after years and years of problems with customer service with no improvements. Don't fall for this if you can!

Initial review without changes:
Customer service keeps ignoring emails about issues unless there's an outrage on twitter about major problems. If the issue is not the same as the majority people have, good luck having a response, let alone a solution.
By the end of the Terrible Influence tour the VIP bags weren't packed fully, lanyards were missing, for example, in Reykjavik, Amsterdam and Glasgow. Despite the team in Reykjavik telling us to email them about the issue so IRL Merch could send lanyards separately, the emails are being ignored. It's been 4 months and nothing was sent. The lanyard has been in the VIP bag from the beginning of the tour, and one of the merch team members gave me a reason why they were missing for a few shows.
Having something go wrong isn't the end of the world. Saying you will solve it and then ignoring people is an awful business practice. (Not to mention that it's happening repeatedly.)
The lanyard was being paid for but wasn't received. Something tells me that's illegal :)

Ive been a long time buyer from Dan and Phil shop (10+ years) and not had an issue until this most recent merch drop. I had been waiting for the Terrible Influence drop to release since my live show so I could complete my photocard collection. Since ordering on the 26th of May in the initial photocard release, I have had to wait days to receive an order confirmation, which is annoying but I knew the transaction went through so I just left it. Then it became 3+ weeks since the order and there has been no follow up on when my order shipped. I finally got the confirmation that my TEN (£100) packs of cards were on the way. I was so excited for them to come! Only for them to turn up and have all ten packs be identical. I’ve emailed customer service and had absolutely no response after multiple emails and have seen many other customers state the same issue. Overall I’m pretty disappointed considering I spent so much money and got ten identical packs after waiting so long for shipping. I hope this issue gets resolved with future drops and other customers who ordered at the same time as me.

it's my first time getting something from the shop, and i got the parasocial longsleeve. i thought it would be packed properly but it was placed in the parcel bag without any plastic or paper to even cover it and i thought i was sent a different shirt.

Also, I am not from the US or UK so I thought that the longsleeve would be thicker, almost sweater-like in quality, especially when it looked thicker and had a more saturated black color as modeled on the site. It turns out that it's quite a thin shirt, and felt a bit off quality for the price. The shirt is an expensive purchase (almost 2000+ in my currency), so I thought I would have a bit more premium experience.

UPDATE: I received an email requesting my contact information and address. I was sent a full VIP bag with the correct photo card pack, as well as an extra Kiswe photo card pack. I appreciate the quick response and fix.

I attended the terrible influence tour with gold VIP in Red Bank last November and my VIP bag did not include a VIP photo card pack. I did receive a regular pack that did not include any shiny card. I emailed the merch team first on December 10th asking if it were possible to still get a VIP pack. On January 20th I received this email.

“We sincerely apologize for the issue regarding the missing shiny card in your VIP pack. Due to the ongoing tour and the high volume of requests, it may take 6 weeks to 2 months to fully resolve this and get the replacement sent to you.
Please rest assured that we’ve noted your information, and we will make sure to get the correct VIP photo card set sent to you as soon as possible.“

I reached out again in March around when the tour livestream happened, assuming the merch drop would come soon, and it may be my last chance to get this specific pack. I received a similar response stating that it would take up to two months.

I was told both times that that I would get the pack, but I would need to wait until they were able to complete my request. No problem. The problem is that six months have passed with unclear communication and I have lost hope about receiving the cards. I am not sure if the pack I had requested is even in their stock at this point! If the team were unable to provide the correct card pack, I would have much preferred they just tell me this. That way I wouldn’t have spent the last 6 months guessing whether today would be the day they show up in my mailbox.

The communication of this company is frustratingly unclear. We are understanding of the clear overwhelm of the staff. For their sake and for ours, something needs to change.

i really wish i didnt have to write this as im a big fan of dan and phil, but i have had some bad experiences with irlmerch that i need to air out somewhere.

- europe leg of TIT had horrible photocard quality; nobody got the shinies, photocards were way wider than they were meant to be and the packaging was completely different from what it was supposed to be.

- this might be a little nitpicky but when i received my 2009 longsleeve the print was smaller than what i saw everyone else got, the print was also smaller on the made me gay tee i bought in warsaw.

- my most recent order was said to be shipped out on june 15th, it has not, and from what ive gathered its due to the eu warehouse not having the photocards yet, which is a little strange to me as i ordered before the cards were put on preorder.

- most people who ordered multiple packs of the photocards in the most recent merch drop received the same set of cards multiple times. these are meant to be random, and i am worried as i ordered 5 packs and do want them to be randomised. i hope that this issue will be resolved once the photocards reach the eu warehouse and then ship out to me as it would be incredibly upsetting to have to reach out to customer service for new packs.

- the eu shop is so much worse than the others as the orders always ship late after the other shops already shipped out theirs.

i highly recommend to first sort out quality issues before releasing more merch. maybe a statement from company accounts (not phils) would help aswell.

Honestly, just a hot mess.
After a month of hearing nothing about my order, I had to reach out myself to ask what was going on. Magically, right before replying, they suddenly sent me an "order confirmation" email—claiming I probably missed it in my spam folder (I didn’t). The confirmation email and their reply were two minutes apart… felt like a joke.
Also, I ordered the photocards before they were even marked as pre-order, so I assumed they were in stock. Turns out—they weren’t. They told me my order was on hold because they ran out of the photocards.
On top of that, I paid €17.50 for shipping (to Italy), which is a lot considering how long this is taking. I really hope things don’t come damaged or with duplicates like they have for so many other people.
IRL merch needs to wake up.

I love Dan and Phil, trust me I do, but their merch has become so horrible.
Constant errors. Fault at prints. Low quality. Little to no reply from staff.
It’s so disappointing to see them constantly push out merch instead of fixing the issue around their merch.
Whenever you order from them, you can almost bet one a thing that will go wrong because at least one thing will be wrong.

update: i’ve been in touch with the staf a lot since this review. About all what has gone wrong and promises to do better. Changed it to 3 stars since I finally feel listened too but won’t go any higher since I am still waiting on my order to come in. Hopefully they are truthful about wanting to do better.
Thank you Martyn for all you do. I really appreciate all the effort you’ve put in for me.

Edit: After receiving swift communication from Martyn about the recent issues I've decided to update my review, I really appreciate that moving forward IRL will be changing the way they work and improving customer experiences, I appreciate that running a business is hard at the best of times, and im glad theyre striving to improve in the future.

I have to say, IRL have really gone down hill. This is the second merch drop this year where there has been absolutely 0 communication between them and us, I understand that my order (which is already delayed) is going to be further delayed due to the packing issues with photo cards, but there is no communication from IRL about it, they take days to respond to emails, im still waiting on a response from customer service, the last merch drop took 2 months before everyone had received all their items, this was due to issues in producing the livestream exclusive cards, but once again there was no communication about this until people started requesting answers.

Its dissapointing as back in 2018 they were absolutely amazing, I ordered the Christmas jumper with signed card and I didn't recieve the card, literally all I had to do was tweet them, they responded instantly and I had the card within days. It's just sad to see.

I have used this company for years and years and I have had issues but they’ve not felt important enough to speak on until now. I ordered tour merch on 25th May (the online release) and I have yet to receive any acknowledgment of my purchase other than the money leaving my bank account. I have emailed and I am still waiting on a reply for those emails. I have no clue if they got my order, if its dispatched, when it will arrive etc when usually they are quick on that. I never usually have any issues with customer services here but this whole ordeal has ruined my faith with the company I think.. I am just hopeful they are still going to reply to my emails eventually, just have had a lot to respond to due to the current issues they have having.

Edit:
After my review I was personally helped by Martyn and received generous compensation.
I am convinced they will take our reviews and critique seriously.

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I had great experiences around 2015 but now, 10 years later, the overall quality has really gone downhill which is very sad.

-I ordered 3 of Dan's books for 2 of my friends and I, they were not packed properly and all 3 arrived damaged
-I bought the Lousy t-shirt in Antwerp and the print got messed up after 1 hand wash. I was able to e-mail them for a replacement but they never kept me posted after. It randomly arrived after weeks, the replacement t-shirt I received is a misprint; the text is on crooked.
-I went to the Amsterdam and Reykjavik Terrible Influence Tour with my friend, we had 4 silver VIP tickets and the lanyards were missing. After e-mailing I received only 2 out of 4 lanyards without any tracking updates. I had to e-mail again to ask for my other 2 lanyards and they didn't respond properly. I got no explanation or apology and no tracking information or updates.
-The merch I bought at the Kiswe Terrible Influence Tour event had no tracking information. The merch was supposed to start shipping within 4 to 6 weeks, it took over 10 weeks. The photocards were not safely packed and could have gotten bent, luckily they were fine.
-The latest issue is the Terrible Influence Tour merch drop on the shop. I didn't receive any order confirmation, I had to e-mail to ask if my €100 order came through. And there still aren't any updates on the shipping process.
Many people received the same photocards in all of their new packs which is not how mystery packs are supposed to work.
I am very scared for when my order finally arrives.
-Edit: I forgot to add the photocards bought during the Europe leg of the Terrible Influence Tour. I own 12 packs of these.
These are all terrible quality and a different size compared to all the other photocards.
We tried to contact the shop about this and they never responded.

I don't understand why a company that has existed for so long has such a big decline in quality, both material and service wise.

If i’m being honest, even when i have been purchasing from this store since i was 11 years old and i’m now 22, the quality has always been Poor + the items come damaged nearly All the time and take months to be delivered. I will never forget when i ordered a “have the courage to exist” tshirt and flag (imagine how long it has been) and they sent it to a wrong location TWO TIMES and just gave up sending it when i was asking you to Not send it to wherever your system was telling you to. Then just told me i couldn't get another one because they were sold out, yikes. I love dan and phil but shielding them from the cheap reality of merchandise that they sell for big fat bucks is just not it, do better.
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Edit: forgot to mention but obviously that collection is incredibly old and they did refund me at the time but i didn’t want a refund! i just wanted the merch i ordered after waiting so long and they kept sending it to the wrong location (this was at the danielhowell shop division thing they did back in 2020)