Decathlon Reviews

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

4.4 Rating 11,536 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,536 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

“Awful service. I ordered a number of items as a present for my niece for her birthday. It turns out one of the items was out of stock (this was not made obvious on the website). Rather than deliver the other items, it transpires the whole order was held back to wait for the out of stock item (without checking with me first). By the time the out of stock item had arrived, two further items had become unavailable and so when my order finally arrived, very late, it was incomplete. I had no correspondence to inform me of any of this - I had to contact you a number of times (no one answered my email, so I eventually had to go through the telephone system) and the whole experience has left me vowing to never order from decathlon online ever again!”

Helpful Report

Posted 10 years ago

Dear Hilary. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused and the lack of communication. Our aim is to improve our service so we have made aware of your situation to our Customer Loyalty Team to avoid this lack of communication in the future. We appreciate your understanding. Have a nice day.

Posted 10 years ago

“I tried to buy an exercise bike. Travelled all the way to the store, helpful adviser on the shop floor, chose product and inputted all the necessary details on a screen with his help and was given a scheduled delivery time (free). Two minutes later at the till, the system had crashed. Told to go home and order online all over again. When I did that, after I had been through the final billing system it came up as 'collect at store'. Not what I wanted, I needed free home delivery, not driving across London for hours to get it. I lodged online complaint. No response. Lodged complaint again. Told would have to cancel and start all over again. Decathlon could not change the delivery at their end. Hopeless. Cancelled. Went to another website, bought very similar product, half the price and free delivery when I wanted it. What a shame as I like Decathlon in France and used them there, and the man in the actual store was helpful and the range was excellent.”

Helpful Report

Posted 10 years ago

Dear Saskia. Thank you for having taken your time to send us your feedback. Our aim is to improve our service and help our customers on their journey so hopefully changes will be done soon on the website make it more clear. We do apologise for all the inconvenience caused as we understand that your experience with us has not been pleasant. Hope to see you in Decathlon UK again soon. Have a nice day

Posted 10 years ago

“I am so disappointed with Decathlon. I ordered 2 all in one swimsuits for a 3 and 6 year old. The impression online is that they were wetsuits. When they arrived, they were not wetsuits at all but standard costumes. I returned the items by post weeks ago and applied for a full refund uysing the online service. Decathlon have stated the items have not been received and I cannot have a refund as I do not have proof of postage dating back to May.”

Helpful Report

Posted 10 years ago

“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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 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 10 years ago

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

Helpful Report

Posted 10 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 10 years ago

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

Helpful Report

Posted 10 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 10 years ago

Decathlon is rated 4.4 based on 11,536 reviews