Decathlon Reviews

Name: Decathlon
Address: Canada Water Retail Park,Surrey Quays Road, London
Rating: 4.43

4.4 Rating 11,520 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,520 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour

About Decathlon:

At Decathlon, we place innovation at the heart of our activities: from research to retail, including conception, design, production and logistics. Our twenty Passion Brand teams channel all their energy in to developing technical, good-looking and simple products, always at the lowest possible prices.

Visit Website

Phone:

0207 064 3000

Email:

http://www.decathlon.co.uk/contact-us.html

Location:

Canada Water Retail Park,Surrey Quays Road
London
SE16 2XU

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Decathlon 1 star review on 6th February 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My account will show that I have stopped purchasing from Decathlon... the reason was that although I changed my address you guys still delivered to my old address and when I queried as to what had happened to my goods, your lady confirmed that the item was delivered to my old address and although I had changed my address on your website the old address still appear in my account and that is where the goods were delivered to. I was told that I should go and fetch the goods from my old address otherwise it was my BAD LUCK. Further to that you guys continue to offer special which are not specials they are the same price (on bicycles) that appears whether you are having a special or not. The altercation with the goods I ordered going to the wrong address and the attitude of your staff on the phone, only cost me a couple of GB £s ... it however cost Decathlon the price of two mountain bikes, all the accessories such as panniers water bottles and clothing for a trip across Scotland as well as all the business since. I would rather buy from the likes of Amazon and know that my goods will arrive at my door within a day and if not I would be refunded. You lost a customer all be in your eyes a small customer. Frank Moralee.”

Helpful Report

Posted 9 years ago

“I first came across Decathlon many years ago in France and I've used decathlon Sheffield a number of times and rate it highly but the Birmingham branch is awful. It has the air of a jumble sale: untidy with many items not price marked and feels like it's on the brink of closing (it has already reduced in size). For many people it's a significant drive to Decathlon; if, when they get there, they find it in this condition they are far less likely to go back. Is no one within the Decathlon organisation aware of the state of this store? Amazing.”

Helpful Report

Posted 9 years ago

“Ordered shorts for both my boys, I used the size chart but the shorts are too small. I called Decathlon to tell them the size chart was wrong (selling shorts based only on someone's height is not a good way of getting the size right) and asked if they could exchange them for a size up, said they could but I would have to pay the postage although it's their fault for the size chart being wrong, the shorts cost nearly as much as the postage. Will shop elsewhere in future. They were not interested in my complaint at all.”

Helpful Report

Posted 9 years ago

“Poor returns procedure and inability to interact with customer services via email, so had to resubmit a form via the website every time I needed to contact them. They wanted a copy of the proof of postage, but you couldn't attach that to the online form.”

Helpful Report

Posted 9 years ago

“To be honest... Whilst I am pleased with the product, the time to deliver and the the mismatch between the attachments I purchased at same time as the bike was extremely disappointing and frustrating, even this happened after I sought advice and the recommendations of the in store staff!! I had to take everything back to the store in Belfast and make exchanges etc.. It took the bike expert in the Belfast store to finally sort it all our and keep other staff correct regards prices/refunds etc... this again was frustrating! ! I will continue to shop at decathlon but my initial expectations are far lower than they started out! Also your methods of completing an order are quite strange.. I ordered in store Belfast with a DHL delivery.. thinking everything would be delivered from the Belfast store within a few days.. but everything came from Birmingham over a week.. In two different deliveries.. not the most cost effective method of completing a delivery!! Overall disappointed with order completion and initial staff support in store and online!!”

Helpful Report

Posted 9 years ago

“While the staff were very helpful, I was not happy that the items I went for were not in stock. I understand if 1 or 2 certain items are out of stock but not 4 or 5. OK you can order and collect online, but how do you know if the product, if clothing or shoes will fit you? My main shop was for an electric bike. Considering Decathlon sell 4 or 5 different models, not one was in stock. Needless to say we left with only 1 item we went for. Decathlon's products are very good, as are the staff, you need to allow people to try or buy them.”

Helpful Report

Posted 9 years ago

“Very annoying situation with a recent mountain bike purchase. First of all the handle bar position is very low causing back pain. Bought an adjustable stem also from decathlon which doesn't fit properly. I'm now left with a bike that doesn't turn or the wheel moves out of position. Every time calling decathlon they try to get me to come in store to look at the bike. The whole point of buying online was because I live nowhere near a decathlon. Now it's been months of not being able to use a brand new bike.”

Helpful Report

Posted 9 years ago

“Firstly I can't fault your goods it was the online experience which was poor. I ordered wellies for my toddler and was happy to wait for the time estimated on the delivery to store section. I hadn't heard anything 5 days later so went into branch who advised an email would be sent once items arrived. Another day passed nothing so I decided to cancel order online and buy the wellies elsewhere. I thought this would be processed once the branch received the items but the following day I received email confirming items now in branch. I checked my account and refund request was showing as awaiting action obviously processes we not linked. I decided that the refund would be processed once I didn't collect items. Well it turned out to be 3 weeks before refund was processed. Very poor turnaround and I wonder if 7 days is normal in a world that can provide items next day into most retailers? Lesson learned if the item isn't in the shop find an alternative retailer.”

Helpful Report

Posted 9 years ago

“Your underpaid staff were excellent,but the quality of the (Domyos) Yoga pants,which I returned, was poor.”

Helpful Report

Posted 9 years ago

“Unfortunately although the products always arrive very quickly and are of good value, I have tried ordering tennis shoes a few times but the wrong size always arrives!! The first time I ordered a 4.5 and got a 5, the next time ordered a 5 and got a 5.5 and thinking I had worked out where it went wrong I ordered a 5 and got a 4.5.!! I have now given up ordering tennis shoes!!”

Helpful Report

Posted 9 years ago

Hello! Thank you for contacting us. We are sorry to know that you have experienced problems with the size of your tennis shoes. Whenever we make a mistake with sizes in the order, we arrange the collection and send a new item with the correct size. Please, for further occasions with this problem do not hesitate to contact our Customer Loyalty Team and they will give the more convenient solution to your concern. Have a nice day!

Posted 8 years ago

“how can you send me this whilst it is still not even delivered?!”

Helpful Report

Posted 9 years ago

“Item (picnic table) was packed very poorly with inadequate bubble wrap and arrived smashed. Company doesn't have an effective returns system and I had to pack up the item myself and post at my own expense. Website suggested the cost of return would be refunded but this hasn't happened (2 months ago).”

Helpful Report

Posted 9 years ago

“Order took two weeks to arrive.”

Helpful Report

Posted 9 years ago

Thank you for leaving a review. The item you ordered was coming from our international warehouse which has a longer delivery period which is reflected in your estimated delivery date. We can see that your order was delivered only 1 day after your estimated delivery date. If you have any problems regarding your order please do not hesitate to contact us. Have a nice day.

Posted 8 years ago

“Their website is an outdated, slow, cumbersome mess. I have ordered a lot of stuff online on April 2. Nothing happened until April 5 when I was emailed that they cannot deliver my order because an item run out of stock. No worries though, if I don't contact them in 2 days my order will arrive sans said item. Waited another two days. Nothing happened. Called them, I was told another item run out of stock, but I wasn't notified this time, so the order was stuck in limbo. They removed the second item, I got my stuff two weeks after ordering it. Then I noticed they've put a transaction hold on my card for the initial order (cca £300) plus charged me for the updated order... The amount was released eventually, but I will never order anything online from them ever again.”

Helpful Report

Posted 9 years ago

Dear Krisztian Thank you for leaving a review. We apologise that there were problems with the stock for your order. We make every effort to keep stock levels updated however occasionally there can be mistakes. We only charge once for orders however money authorised from you bank can be held by the bank before this is taken. If you have any further enquiries regarding your order please do not hesitate to contact us. Have a nice day.

Posted 8 years ago

“still awaiting confirmation that goods are ready for collection...................”

Helpful Report

Posted 9 years ago

Dear Chris, Thank you for contacting us. We apologise you were not notified about your UPS collection, upon dispatch (11/04/2016) a confirmation email was sent and your order was awaiting collection the next day (12/04/2016). If you have any further questions, please contact our Customer Loyalty Team available Monday - Friday 8 am - 8 pm, Saturday 9 am - 6 pm, Sunday 11 am - 6 pm on 0207 064 3000 (Local call rate) or through our contact form https://www.decathlon.co.uk/en/contactUs.

Posted 8 years ago

“Well done he one the shoe has split into... And it's not even five months we both...”

Helpful Report

Posted 9 years ago

Dear Gitesh, Thank you for taking the time to feedback your purchase, we apologise there is a fault with the shoes you purchased, please contact our Customer Loyalty Team available Monday - Friday 8 am - 8 pm, Saturday 9 am - 6 pm, Sunday 11 am - 6 pm on 0207 064 3000 (Local call rate) or through our contact form https://www.decathlon.co.uk/en/contactUs.

Posted 8 years ago

“Rubbish selection unless you want decathlon own brand.”

Helpful Report

Posted 9 years ago

Thank your taking the time to review your service with Decathlon. We apologise the range of sports equipment is not pleasing, if you have any suggestion or there anything we can do to assist you please contact our Customer Loyalty Team available Monday - Friday 8 am - 8 pm, Saturday 9 am - 6 pm, Sunday 11 am - 6 pm on 0207 064 3000 (Local call rate) or through our contact form https://www.decathlon.co.uk/en/contactUs.

Posted 8 years ago

“The service and staff from decathlon itself is very good and I use them often because of this. Unfortunately, their courier service is shocking! I know the courier is a different company nevertheless, this does reflect badly on the company. I waited almost 2 weeks for a delivery and was given excuse after excuse, day after day and only eventually got a delivery when I threatened to complain to the Director of the company. I would advise to have your order delivered to the store and collect from there.”

Helpful Report

Posted 9 years ago

Hello John, thank you for having taken your time to send us your feedback. We are sorry to hear that you have experienced several problems whit the delivery of your parcel. We will take your comments into consideration as our aim is to improve our services and facilitate our customer experiences. We do apologise for all the inconvenience caused. Have a good day!

Posted 9 years ago

“In the fishing section. Pulled a bag of boilies off the shelf which had a hole in so pulled another off the shelf. Shop assistant came over and accused me of putting the hole in the bag. She asked if I knew how much the bags cost. I said they are 21.99 I'd seen then online but couldn't get them delivered. She said I was wrong and would go and find out the correct price. After 20 minutes of waiting for her to return I made my way back downstairs. The lady was serving on the till. I waited in line to be served by her and when I ask why she hadn't returned back she replied "I assumed you knew the correct price" I paid for my goods and attempted to leave the store however the security tags had been left on my items which caused further unnecessary embarrassment. Afrika in the Canada water store...I've never been treated so poorly.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback provided to us and for the patience. We are very sorry to hear about the service and experience you had at your local Decathlon store Surrey Quays. We will pass your feedback to the store manager as well as customer service manager and they will make sure this will not happen again. If you would like them to contact you with an apology or solution please send us your contact details to the email address customer.enquiries@decathlon.com and we will pass the details. If you will have any questions, please feel free to contact us and we are here to help. Have a great day!

Posted 9 years ago

“Appalling customer care and service”

Helpful Report

Posted 9 years ago

Dear Spencer, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our service, please feel free to contact our Customer Loyalty team for any further help, we will be happy to assist you: https://www.decathlon.co.uk/en/contactUs Please accept our apologies for any inconvenience caused. Best Regards

Posted 9 years ago

Decathlon is rated 4.4 based on 11,520 reviews