I've ordered 3 pairs of riding trousers and a helmet as they didn't have it in store they offered to order it for me online. The estimated delivery was 10 days, as I was going on horse riding holidays in 14 days I was a bit worried it would not arrive in time however the staff in store reassured me that there wont be a problem plus I had additional 4 days to play with in case of a delay. On day 9 I received an email stating that there was a problem with my order and i need to contact them. So i did, it turned out that the helmet was not in stock( it took them 9 days to realise this !?). So I selected another helmet and asked when it will be delivered I was told that now it will be delivered day later than planned. On day 10 I received another email stating that there was another problem with my order, I contacted them again and now it turned out that the trousers were not in stock either so I selected another pair, the delivery date of the whole order got shifted by a day again to day 12. I explained that I am going on holiday and I need this by day 12 latest staff reassured me that it will be delivered no problem. On day 12 I received another email that there was another problem with my order it turned out that other pair of trousers was damaged and and to get another pair shipped it will take a week ! They offered alternative pair so I agreed highlighting that it has to be delivered no later than day 14 staff again reassured that it will not be a problem. On day 14 I checked the online status and my order has not arrived yet . I called the customer support and explaining that I am leaving for holiday tomorrow morning and I need the hat and helmet today. He was not particularly helpful or understanding he said I should go and buy another one in store when I said that they have money for my order and they could make some sort of discretionary arrangement where I could pick another hat from the store and they would deduct the cost from my order he said it was not possible. The customer service assistant showed no empathy or willingness to help. Basically Decathlon completely messed up my holiday plans I had to go on a horse riding holiday with no horse riding gear ! I asked for money to be refunded to my account as the order did not arrive and I no longer needed. He said the money will be refunded in 3 days . I got back from a holiday week later and the money was still not refunded. Called the customer support and they said that they didn't know my account details so they could not transfer me the refund. In 8 days since I asked for a refund. They made no attempt to contact me and ask for my account details, but instead choose to ignore it and keep the money. Then once I provided the details I was told that they only do the refunds on Mondays and the deadline for today has passed therefore my refund will only be processed next Monday. Again I highlighted all issues I had with the order and she basically said there is nothing they can do. This is by far the worst experience I've ever had with any retailer and would not recommend them to anyone.