Decathlon Reviews

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

4.4 Rating 11,522 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,522 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

Write Your review

Tell us how Decathlon made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Decathlon 1 star review on 6th February 2025

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“advised delivery would be on 14th. It's the 16th and still nothing....”

Helpful Report

Posted 8 years ago

Thank you for having taken your time to send us your feedback. Regarding your enquirym we would like to inform you that we have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. 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 and please accept our apologies for all the inconveniences caused. Have a nice day

Posted 8 years ago

“I ordered goods showing as in stock on 12 December and the expected delivery date was 16th December. Checked today to find that my order has not even shipped yet and 'may but can't be guaranteed to ship tomorrow'. Too late. There will be one very disappointed child this weekend who will not receive her presents. Called Decathlon who cancelled my order immediately and told me I would receive a refund only to see that the subsequent mail said this would take 7 WORKING days to process. Therefore, they will have had my money from 12th December to 28th at the earliest and I have nothing. AWFUL SERVICE from Decathlon. Called my brother who had ordered further items from this outlet only to find out that he has had EXACTLY the same problem. Clean up your act, Decathlon.”

Helpful Report

Posted 8 years ago

Dear Carol. Thank you for the time you have spent giving us your feedback. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. In regards to your recent online purchase, we are sorry to hear that you needed to cancel your order with us. The refund should be back into your account between 3-5 business days depending to your bank account. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a nice day.

Posted 8 years ago

“Ordered my sons Christmas present on the 7/12, advised delivery would be on 13th. It's the 16th and still nothing, it has not yet left the warehouse. I struggled to get hold of Decathlon and when I did I was told a load of rubbish. They don't respond or reply to messages. Looks like I'm going to have to make a last minute dash to buy something. Decathlon your customer service is appalling.”

Helpful Report

Posted 8 years ago

Dear Customer Thank you very much for communicating the issue to us. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. . We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. If you have any questions please contact our Customer Loyalty team who will be happy to help you. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a good day.

Posted 8 years ago

“Waiting my items which should delivery on the 14th December, today 16th and still waiting and no comunicación about the delay or when I will received them. Very disappointed !!”

Helpful Report

Posted 8 years ago

Dear Maria Jose. We would like to sincerely thank you for the time you have taken for giving us your honest feedback. Regarding your enquiry, we would like to inform you that due to unexpected issues we encountered because of a strike in France we could not reach our estimated delivery days. We are really sorry about the unavailability of our services team and lack of communication as we were experiencing a huge call demand because of the order delays. In relating to your online purchase, please contact our Customer Loyalty team at customer.enquiries@decathlon.com who will be able to find the most suitable solution at your issue. We hope we will hear from you in the future with a better experience at Decathlon. Thank you for your understanding. Have a nice day!

Posted 8 years ago

“Posted a review a little further down about trouble with getting through to customer service and delivery. Yesterday I cancelled the order and asked for a return of my money they had since Dec 2nd. I was told this would be refunded within 5 working days - not happy but agreed to this. Today I have received an e-mail stating that THEY are cancelling my odder (no reason given) - this being the day after I cancelled the order - and that money should be back in my account within 7 days - this takes me to the other side of Xmas. Thankfully I am not in a poison where this will cause me any problems but I am aware not all people will be so lucky ! Absolutely disgusting service - I have shopped here for many years but will seriously reconsider purchasing anything else from them.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you have spent giving us your feedback. We are sorry to hear that you have experienced problems with your last online order. We regret to inform you that unfortunately we have experienced a strike in the border of France during last Christmas which caused 3-4 days of delays.In regards to your refund enquiry, they confirmed us that your order was cancel on 15th as you requested. However, as we needed to cancel in our warehouse system sometimes takes one day to come through. Please accept our apologies for any inconvenience caused and we appreciate your patience and understanding. If you will have any questions, please feel free to contact us and we are here to help. Have a great day!

Posted 8 years ago

“long shipping time,poor service,still waiting .....”

Helpful Report

Posted 8 years ago

“Missed delivery dates. Each time I call I'm told the same response from Customer service department. "Your bike might ship today or tomorrow". Its a shame your quality products are being let down by diabolical service levels. 5 days after item was supposed to arrive I've still know idea if it will come in time for Christmas. I've spent £1000s in store but vouch never to come back or recommend you again.”

Helpful Report

Posted 8 years ago

Dear Mr.Daniel. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused.Unfortunately, we regret to inform you that we have experienced a strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. In regards to your request, we can confirm that we forwarded your enquiry to our Customer Loyalty team who confirmed that your parcel was dispatched before Christmas. If you still need any help please do no hesitate to contact them at 0207 064 3000. Please accept out apologies for all the inconvenience caused to you and if you will have any questions, please feel free to contact us and we are here to help. Have a lovely day!

Posted 8 years ago

“poor service, I rang a thousand times, but on one answered my phone!!! I also reported my problem on the website, so far, no one reply to me. The delivery is really awful, It supposed to be delivered to me 2 days ago, but it hasn't prepared for me right now. I need to get it in this weekend, but now I'm not sure, maybe I need to get some from other stores. Soooooo angry and upset!!!”

Helpful Report

Posted 8 years ago

Dear Betty Thank you for the time you spent for giving us your feedback. We are sorry to hear you have experienced problems with your order and delivery. We appreciate your review as we are trying to improve our services to make sport more accessible to everyone. Also, we can confirm that we forwarded your feedback to our Supply team and I.T. team who will try to make sure that this situation will not happen in the future. Thank you for your time and patience. We do apologize for any inconvenience caused. We wish you a lovely evening!

Posted 8 years ago

“I have reserved items in store, only to be told they're subsequently out of stock. I've placed an online order and it's not been despatched by the time they said it would and too late to be any use to me. Neither complaint ever got a reply from the customer loyalty team......will never order from them again.”

Helpful Report

Posted 8 years ago

Dear Customer. We would like to sincerely thank you for the time you have taken for giving us your honest feedback. Regarding your enquiry, we would like to inform you that due to unexpected issues we encountered because of a strike in France we could not reach our estimated delivery days. We are really sorry about the unavailability of our services team and lack of communication as we were experiencing a huge call demand because of the order delays. We hope we will hear from you in the future with a better experience at Decathlon. Thank you for your understanding. Have a nice day!

Posted 8 years ago

“I cant say they have made me happy fuming more like”

Helpful Report

Posted 8 years ago

“No stars I have just cancelled my order of 3 bikes and had to find alternatives. By far and away the worst service I have ever had!!! Customer loyalty team are crap and that's being nice. Warning to people wanting goods coming before Xmas.... Go elsewhere they aren't coming in time and I wouldn't trust them saying that they will!!!”

Helpful Report

Posted 8 years ago

Dear Jannie. We are so thanfully for the time you spent writing us your feedback. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Apologies for all the inconveniences caused regarding your online order. At Decathlon we aim to satistied our customers and it seems that we failed in that ocassion. We will pass your feedback to our Customer Loyatly team in order to avoid that this situation happen again in the future. Thank you for your patience. Have a great day.

Posted 8 years ago

“Ordered my son amongst a lot of other things from Decathlon a bike for Xmas on 7th Dec for delivery by 13th Dec. Tried to track package on line but states "In Progress" so on 13th I phoned "customer services" to ask if it was arriving today. They said there had been a problem and she would find out for me - waited about 10mins before line went dead. Phoned back and spoke to another person - who said he would get the first person to call me back as she was dealing with it. No Phone Call. Phoned AGAIN - told that they would look into it and ring me back within the hour - no phone call. Phoned AGAIN 4th time - to be told there had been a problem in France the previous weekend and its now in the distribution ctr in Northampton and he would advise delivery date. I then received an e-mail overnight to advise that the delivery would be on the 16th - but yet online it was still stating "in Progress" I phoned again to confirm that the delivery would be the 16th (as this was being delivered to my office ) was told they couldn't promises this ! I asked them to check when it could be delivered and was told "He didn't know why i had an e-mail saying it would be with me by the 16th as they cannot do that and I have two choices, I either wait for it to arrive(in the hope it will before Xmas) or I can cancel the order!" I asked them if they would like to explain that to my son on Xmas day if it didn't arrive - he told me that was nothing to do with him ! I have today checked again on line and still states "In Progress" so have been told by customer services (after leaving several messages today as lines are busy for a phone call back, and on Twitter but not received one) I contacted them again to be told that there is no way it will be delivered by the 16th (tomorrow) as it is still somewhere in the distribution warehouse! I said I would therefore like to cancel my order as this is not good enough - no comment from them or apology just told they will refund my card in 5 days (it went out of my account the same day I ordered !) Very Very disappointed that now 1 week before Xmas I have to start looking for alternative bikes - going shopping in the limited time I have now between now and then !”

Helpful Report

Posted 8 years ago

“I've been trying to get through to you since Sunday and there is not one person can help I paid £50 for a gift voucher that was to be sent to me by email and I'm still waiting 6 days later you have it out of my account so give me my money back or the gift voucher”

Helpful Report

Posted 8 years ago

“So far Decathlon have: - Cancelled my son's xmas present delivery booking without consulting me; - Promised to refund me immediately to make up for the mistake above and failed to do so / lied about this in writing; - Failure of customer services management or twitter customer services to respond for 3 days; - Customer services rep lied about the name of their manager - and promised they would call - only to find when I rang back in they had given me the name of another rep and nobody had been asked to call; - Failure of senior management team to respond to contact either by email or twitter DM; - I would strongly advise giving this organization a wide berth - as when they make a mistake their customer service is non-existent - and to date I have not seen any money back either so I am unsure as to whether they actually do refund cancellations.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you spent for giving us your feedback. We are sorry to hear you have experienced problems with your refund. We appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. Also, we can confirm that we forwarded your feedback to our Head Office which will be sure that this situation will not happen in the future. Thank you for your patience. Please apologise for any inconvenience caused and feel free to contact our Customer Loyalty team at 02070643000 for any further questions. Have a lovely day!

Posted 8 years ago

“Ordered the item on the 10 and was sent an email confirming pick up at local store on the 14th, item not delivered I had put by the time to go and fetch the item so that was wasted, Telephoned customer service and the lady could not understand what had happened and was to investigate further and promised to call me back in 90 mins. NO CALL, so more wasted time waiting for a call. telephoned again and was told it would PROBABLY ARRIVE ON FRIDAY. Appalling service, as previous I will use sports direct or go outdoors.”

Helpful Report

Posted 8 years ago

Dear John. Thank you for the time you have spent giving us your feedback. We are incredibly sorry for the delay in the delivery of your order. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Unfortunately, this was an isolated case and we apologize for the inconveniences that this may caused to you. We were trying to reach all our customers and kept them updated but in this case it seems that we failed. Please accept our apologies for all the lack of communication, we will forward your enquiry to our Customer Loyalty team in order to avoid that this situation will happen in the future. Thank you very much for your understanding. Have a great day.

Posted 8 years ago

“To be honest right now I wouldn't even rate this company a one!!! I still have no bikes and my children break up tomorrow and still believe in Father Christmas, so when they see these bikes being delivered that lovely fairy tale may end. Customer loyalty is an absolute joke nobody knows what they are doing, they even say there is no manager in there to talk to. They have lied to me all week about delivery times and that's if I'm lucky enough for them to actually answer the phone. If they don't arrive tomorrow I will have no choice but to cancel my order and hire a van and go elsewhere. I only wish is read all these other reviews before I used Decathlon !”

Helpful Report

Posted 8 years ago

Dear Jennie. We are extremely sorry to hear your experience with us was unsatisfactory. In Decathlon we aim to provide excellent customer service with delivering good value products on time. It is obvious that at this time we have failed to do so for which we are deeply apologetic. We are now forwarding your feedback to the relevant department to make sure we can better our services in all the mentioned topics in the future. Should you have any further unsolved issues on topic, please give our Customer Loyalty Team a call on 02070643000. We thank you very much for the time you took to give us your feedback, we would like to thank you for your patience. We wish you a lovely afternoon!

Posted 8 years ago

“Delivery delayed as they didn't load in time so didn't arrive when quoted. click and collect have received a delivery but staff can't confirm item in the delivery as too busy. meanwhile I have suitcase open waiting to leave for gatwick, not hopeful of getting the snorkles for holiday. Will never use again.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you very much for communicating the issue to us. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. . We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. If you still have any questions please contact our Customer Loyalty team who will be happy to help you. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a good day.

Posted 8 years ago

“Disgraceful. Placed order on 5th. Email confirms I will have it by 8th. Is now 14th and no sign. Have made 3 phone calls, one lady is trying to find my order for me and has been very apologetic. I realise it is not her fault. When I track my order online myself, it states that the order has been prepared and is awaiting to be sent but it has been saying that since the 6th. I fail to see what is causing such a delay and will be seeking a refund. Rest assured, you have lost all future custom of mine”

Helpful Report

Posted 8 years ago

Dear Sharon. We thank you for taking the time to leave us your feedback. We are extremely sorry about the inconveniences that our delays have caused to you. In regards to your enquiry, we would like to inform you that unfortunately we have experienced a strike in the border of France during last Christmas which caused 3-4 days of delays. If you have any questions about how to return or cancel an order with Decathlon, please do not hesitate to contact our Customer Loyalty team who will be able to help you at your best convenience. We are sorry for the delay with your parcel delivery and for any inconvenience that this might have caused you. Thank you very much for your patience. Have a nice day!

Posted 8 years ago

“Order goods which wernt dispatched on time or were out of stock so order been cancelled. Needed to place the second order which still didnt arrive and estimated delivery was few days ago. Also noticed today payment for the first order which was cancelled was taken also. Contacted customer serves not even apologies were given. Very bad experience and poor customer service”

Helpful Report

Posted 8 years ago

Dear Irina. We thank your for the time you have spent giving us your feedback. In regards to your enquiry, we regret to inform you that, unfortunately, we have experienced a strike with some of our trucks coming from Europe in France last Christmas. Unluckily, this caused 3-4 days of delays in all our online orders. In relating to your online purchase, please contact our Customer Loyalty team at customer.enquiries@decathlon.com who will be able to find the most suitable solution at your issue. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a nice day.

Posted 8 years ago

“Totally useless.Fed up with excuse after excuse.Ordered then nothing arrived and no call back so cancelled.Tried again and nothing arrived so rang and yet again excuses - so many excuses.Cancelled second order.Will never use this company again.Sports Direct here I come !!!!!!!!”

Helpful Report

Posted 8 years ago

Dear Customer. 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. Regarding your enquirym we would like to inform you that we have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. 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 and please accept our apologies for all the inconveniences caused. Have a nice day

Posted 8 years ago

Decathlon is rated 4.4 based on 11,522 reviews