Decathlon Reviews

Name: Decathlon
Address: Canada Water Retail Park,Surrey Quays Road, London
Rating: 4.42

4.4 Rating 11,533 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,533 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Three weeks since my order and nothing has arrived yet, not even a missed delivery card. Have spent hours on the phone to customer services, who are very polite but haven't achieved anything. No end in sight...”

Helpful Report

Posted 9 years ago

Dear Neil. We are sorry to hear about your bad experience with us and the delay on your order. Please contact our Customer Loyalty Team to be updated on the status of your delivery. We do apologise for all the inconvenience caused. Have a nice day.

Posted 9 years ago

“I requested home delivery which never happened. order was delivered to store. website very confusing. rang customer services who were not very helpful; was advised to cancel order and re do the order again (not impressed as large order). I then had to travel to Bolton store to collect order. I advised staff that I needed help as recently had an operation and could not lift. Bolton staff were very helpful and put everything in car. the only thing I would say is that there were not enough people on the tills and the queue was long and customers were getting cross and walking out !”

Helpful Report

Posted 9 years ago

Hello Janice. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused as we understand that your experience with us has not been pleasant. Our aim is to improve the service provided so hopefully relevant changes will be done as soon as possible on the website to facilitate our customer journey. Have a nice day.

Posted 9 years ago

“I ORDERD A CROSSTRAINER IT WAS TO BE DELIVERD ON THE 15 OF JUNE BUT IT ARIVED ON THE 16 OF JUNE WICH CONTAIMD A POPUP TENT SLEEPIHG BAG SO WE WENT TO DECATLON EASTLENDS THAY APOLLAGISED AND SEID IT WILL ARIVE ON SAT OR MONDAY DID NOT ARIVE AND WE WENT BACK TO EASTLAND ON MONDAY AT 6.30 BUT NO ONE COULD HELP US TILL MABY TUSEDAY MY WIFE WIL GO BACK TO SEE IF THIS CAN BE RESOLVED BU ME PERSANALY MY FIRST ORDER WITH YOU IM NOT HAPPY YOURS W HARPER”

Helpful Report

Posted 9 years ago

Dear Mr Harper, We are sorry to learn you received the incorrect item, we can see your exchange order is scheduled for delivery with DHL tomorrow as seen on your tracking code, we apologise for the delay in dispatch and any inconvenience caused as a result. If you have further concerns or enquiries please contact our Customer Loyalty Team on 0207 064 3000 or via our contact form on the following link https://www.decathlon.co.uk/en/contactUs

Posted 9 years ago

“After being posted out the wrong order TWICE i am now out of pocket for return postage and i still dont have my boots or a refund. No apology either.”

Helpful Report

Posted 9 years ago

Dear Gordon, We are sorry to learn you have received the incorrect product, a pre-paid returns label has been sent to you via email so that you will not cover the cost of return for the order. Our payment team has been contacted to issue a refund of your purchased, you should expect this to be credited back into the payment account used to place the order within 7 days. We apologise for the inconveniences you have experienced as a result of this error. If there is anything else we can do to assist you please contact the Customer Loyalty Team on 0207 064 3000 or via our contact form on the following link https://www.decathlon.co.uk/en/contactUs

Posted 9 years ago

“I ordered my daughters birthday present 2 weeks before her birthday, Decathlon initially sent the wrong order to me and I spoke to someone who said they would send the correct one immediately which would arrive for her birthday, I got e mail confirmation of this also. I'm still waiting for this order 2 days after her birthday apparently it's only just left the warehouse today. Very, very poor service, can't review the items as I don't have them.”

Helpful Report

Posted 9 years ago

“Appalling customer service, returned an item as it was damaged and still not received a replacement and its now 7 weeks, will not recommend to anyone”

Helpful Report

Posted 9 years ago

Dear Sandra. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused and the delay on handling your exchange order. We hope to see you in Decathlon again soon and hope that your future experiences with us will be more pleasant. Have a nice day

Posted 9 years ago

“Came into store last week bought a shirt I wanted a second one in another colour but my size wasn't in stock I ordered it online to pickup from the same store Reading That's when the problems started. There was a large clear sign at the online collection point Where I waited patiently for 10 minutes only to be told off by a very young man for jumping the queue and told to go and join the line of Instore shoppers waiting to pay. Only another 5 minutes. I was then served by the cashier next to the one who had humiliated me and he was telling his customer how he'd really rather not be at work! Explained his rudeness and bad attitude. This is the first time Ive ever experienced bad customer service using a Decathlon store in 20 years”

Helpful Report

Posted 9 years ago

“They list items as in stock, when they are not. Once you've paid, they'll send you an email, saying that they unfortunately cannot make the delivery date. If you try to call them, you will have to call back, over and over again before you get through, because their telephone system cuts you off, asks you to leave a message to which they take ages to get back to! Really not helpful.”

Helpful Report

Posted 9 years ago

“I think that the Decathlon store in Belfast is great but I had a very bad experience recently when I decided to leave my bike in for a service ahead of a sponsored cycle to France. I live approx. 65 miles from the store and was in Belfast for work and left my bike off at 09:15 and the guy sold me that they would ring when the bike had been serviced. At 15:40 I had received no call from the store, I phoned the store and spoke to a lady who couldn't find anyone in the bike workshop and she told me that my bike wasn't ready and that they would phone me when it was ready. My plan of having the bike home with me that evening was clearly not going to work out, I was disappointed that I would have to travel back to Belfast at another time to collect my bike. The following day while checking my email I notice an email sent to me at 12:49 from Decathlon the previous day telling me that my bike was ready for collection. This was after 2 members of staff telling me that they would phone me, if they had told me that they would send me an email I would have made the effort to check, plus the lady I had spoken to at 15:40 told me the bike wasn't ready at that time. Very poor customer service and despite multiple attempts to phone the store the following day, no one answers the phone!! Only way of venting my disappointment is to leave a poor review. I now have to travel back to the store, round trip of 130 miles to collect my bike.”

Helpful Report

Posted 9 years ago

Hello Alistair. Thank you for having taken your time to send us your feedback. We can confirm that we have forwarded it to the store to make them aware of your situation in order to improve our level of customer service and avoid this situation in the future. We do apologise for all the inconvenience caused and hope your future experiences with Decathlon will be more pleasant. Have a nice day.

Posted 9 years ago

“1) Made an order has taken 3 days ( so far) to pack for items showing in stock so will be late delivery beyond the already long lead time. 2) No updates online permanently shows "being prepared" . 3) Can not email any queries ( link you eventually find in the review centre does not work) 4) Called Customer loyalty team and 3 times I heard them talking and then putting the phone down?! - when I eventually talked to someone they did not believe me. 5) FYI - site does not work well with ipads I am very frustrated with the whole experience.”

Helpful Report

Posted 9 years ago

“The quoted delivery times are misleading. I order a compass based on an estimated delivery date of 9th June. It was only after I had paid that the confirmation email showed a later estimated delivery date of 13th June. I feel this is a tactic used to get the order placed knowing how time consuming it is for customers to recover credit card payment. I also think your delivery processes are poor when your Customer Loyalty Team cannot confirm when the order will be arriving in the UK warehouse.”

Helpful Report

Posted 9 years ago

Dear Steff Thank you for having taken your time to send us your feedback. We have forwarded it to our IT and Logistics department to make them aware of the issue in order to make the relevant changes on the website. We do apologise for all the inconveniences this may have caused you. Have a nice Wednesday!

Posted 9 years ago

“I left my road bike to have the gears indexed and brakes adjusted in the Belfast branch. The bike came back in a worse state than it went in, the chain jammed straight away. I ended up having to watch Youtube videos to work on it myself so I could get out on a scheduled cycle and then leave it into another another repair shop to have it done properly. I will never be returning or trusting them with my bike again. Even used the wrong lubricant and over tightened the brakes, very poor service.”

Helpful Report

Posted 9 years ago

“Order process was easy enough and there was a good selection of products available. Unfortunately they stuffed up the delivery - despite reassurances - and I was charged for 2 orders and neither delivery made it to me on time. Poor, poor service.”

Helpful Report

Posted 9 years ago

Hello, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our deliveries and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We would like to inform you that replacement orders are not charged, you paid the original order and no extra costs for items or delivery replaced. Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day.

Posted 9 years ago

“I ordered a size 8 shoe you sent a 7.5. If you are unable to send out correct sizes you really are pretty useless. Despite showing size 8 as being available I could not exchange as you don't have them!. A complete waste of time and an unnecessary trip to the (distant) Post Office to return the goods.”

Helpful Report

Posted 9 years ago

Dear Patrick, Thank you for contacting us. I am sorry to hear you have experienced problems with your order. We looked into the cause of this error and have discovered that we have made a miscalculation with the UK & US sizing of this model. Different brands use different measurements to measure their footwear, we have applied our Decathlon branded size chart to this product which has caused the UK & US conversion to be incorrect, the EU size remains correct. We apologise profoundly for this inaccuracy and will be reporting this back to product manager to make the necessary changes so that we can avoid this occurring in the future. Please contact our Customer Loyalty team to be helped with the return procedure: https://www.decathlon.co.uk/en/contactUs Thank you for your patience and understanding. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 9 years ago

“I'm never using this company again. I received the wrong size Called the Loyalty Team and the agent tried to argue that they had sent the right size because it was the right European size. I said I ordered the UK size. She then tried to tell me about the problems they had with suppliers etc etc. I really had to argue to get my refund. Never using this company again if I can help it. Awful service.”

Helpful Report

Posted 9 years ago

Dear Steve, Thank you for contacting us. We are sorry to hear you have experienced problems with your order. We looked into the cause of this error and have discovered that we have made a miscalculation with the UK & US sizing of this model. Different brands use different measurements to measure their footwear, we have applied our Decathlon branded size chart to this product which has caused the UK & US conversion to be incorrect, the EU size remains correct. We apologise profoundly for this inaccuracy and will be reporting this back to product manager to make the necessary changes so that we can avoid this occurring in the future. Thank you for your patience and understanding. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day.

Posted 9 years ago

“bad communication item broken.second time is happen thank”

Helpful Report

Posted 9 years ago

Dear Ibrahim, Thank you for contacting us. We are sorry to hear you have experienced problems with your order and you are not satisfied with our communications. Regarding your order, we would like to inform you that the replacement for the items you are sending back is in process. Thank you for your patience. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day.

Posted 9 years ago

“Spinning bike unusable within a couple of weeks from purchase. Very bad quality product and customer service not responsive.”

Helpful Report

Posted 9 years ago

Dear Emilio, Thank you for contacting us. We are sorry to hear you have experienced problems with your spinning bike. Regarding your request, I would like to confirm you that a member of our Customer Loyalty team is taking care of your order. If you wish to contact them you can call the 02070643000. Thank you for your patience. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 9 years ago

“SO VERY SLOW!! Today was my given estimated delivery date, but no parcel so I checked my account and It's not even packed yet. So now they say 6 days to pack my shoes, 3 days to deliver. I WOULD NOT HAVE ORDERED ONLINE if I knew it would take so long. Note to Decathlon; this is 2016 get your finger out!”

Helpful Report

Posted 9 years ago

Hello Bryan, Thank you for contacting us. Regarding your review, we would like to inform you that the estimated delivery date for your order was the 17/05/2016 as the items were coming from the warehouse outside the UK. This information is shown in the basket page while placing the order and confirmed in the order creation and order confirmation emails you received from Decathlon. Your parcel was dispatched on the 16/05/2016 and you received the tracking code by email, DHL delivered your parcel on the 17/05/2016 as estimated. If you need further help with our delivery procedures please do not hesitate to contact our Customer Loyalty team. Thank you and have a good day.

Posted 9 years ago

“This was my first (and last) online order at Decathlon... and I'm not very impressed..! Firstly it took 5 days 'preparation' and 'loading'... despite the items being in stock. Then on the 6th day...finally.. 'order shipped - your item will be delivered the next working day' So I stay in waiting with anticipation for my parcel to arrive, decide to check the tracking number (only to discover that it was not recognised by Royal Mail!) Then I phone up to be advised that it's not actually been shipped at all! - it's still in the warehouse! - so basically Decathlon lies to it's customers.. not great..!”

Helpful Report

Posted 9 years ago

Dear Mark, Thank you for contacting us. Regarding your review, we would like to inform you that the estimated delivery date for your order was the 12/05/2016 as the items were coming from the warehouse outside the UK. This information is shown in the basket page while placing the order and confirmed in the order creation and order confirmation emails you received from Decathlon. Your parcel was dispatched on the 12/05/2016 evening as unfortunately our warehouse team experienced delays with the stock transfer. You received the tracking code by email for Royal Mail as it was automatically generated and Royal Mail was able to deliver just on the 14/05/2016. We are sorry for the small delay experienced on the estimated date and we have refunded you already the shipping costs for the order. If you need further help with our delivery procedures please do not hesitate to contact our Customer Loyalty team. Thank you and have a good day.

Posted 9 years ago

“Delivery was very quick and perfectly acceptable but the goggles I bought for my 6 year old daughter are very poor . They leaked the first time she used them and has since gone back to her old ones .”

Helpful Report

Posted 9 years ago

Dear Steven, Thank you for contacting us. We are sorry to hear that you have experienced problems regarding your order. At decathlon.co.uk you have two options for making a return: - Return by post - Return to a Decathlon store of your choice (the invoice related to your order is available via your personal account, on our website) How to create your return form online? You must create and print out your returns form on our website. This returns form stating your returns ID must be enclosed with your parcel. To do this, just go to your "My account" personal space and click the "Make a return" link. If needed, we can create your returns form for you. If you have not printed your returns form, please write your contact details on a piece of paper along with your order number and the chosen exchange/refund option. Please stick it directly onto your parcel and send it to the following address: Decathlon Logistics UK Unit 200 Caswell Road Brackmills Industrial Estate Northampton, NN4 7PW On receiving your parcel, we will release your exchange order or process your refund. For more information about our return process, please have a look at our website: http://www.decathlon.co.uk/return-policy.html Thank you for your patience. Please feel free to contact us for any further questions. Have a nice day!

Posted 9 years ago

Decathlon is rated 4.4 based on 11,533 reviews