Decathlon Reviews

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

4.4 Rating 11,527 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,527 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

“Very disappointed with the customer service and will not be using them again or recommending them”

Helpful Report

Posted 10 years ago

Dear Rebecca, Thank you for the time you spent for giving us your feedback. We are really sorry to hear you are not satisfied with our services and we appreciate your review as we are trying to improve every day to make sport more accessible to everyone. You may contact our Customer Loyalty team with more information and we will be happy to help you. http://www.decathlon.co.uk/en/contactHome We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a nice day!

Posted 10 years ago

“I was told someone was coming to my home to collect my byke. After,I packed it into the bike box and spend the whole day waiting for the collection, nobody turned up.”

Helpful Report

Posted 10 years ago

Dear Nami, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with Parcel Force collection and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I would like to confirm you can forward your complaint directly to Parcel Force calling via their website: http://www.parcelforce.com/ We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“Delivery was AWFUL. I think it was DHL. They came and left a note with an online login/instruction which I used (saying leave with neighbour) and then they promptly ignored - coming back and leaving another note saying they'd visited again - again I went online again instructing them to leave with neighbour - they came back AGAIN and left a note and so I rang their "Customer Services" (0845 my mobile my money) who told me that their policy is not to leave with neighbours (DPD etc don't have a problem with this and people sign for it and they leaves notes through doors) so instead DHL instructed me to "leave a note on my front door asking them to leave it with a neighbour - and SIGN that note" ...!!! So i am supposed to pin my SIGNATURE to my front door!! HILARIOUS. I won't be ordering anything from Decathlon again (until I know they've changed courier),”

Helpful Report

Posted 10 years ago

Dear Simon, 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. I would like to confirm you can forward your complaint directly to DHL calling the 08442480844 or via their website: http://www.dhl.co.uk/en/express/tracking.html We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“Delivery failed to arrive on date promised, putting at risk my son's foreign mountainteering trip.”

Helpful Report

Posted 10 years ago

Dear Tom, 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 hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a good day!

Posted 10 years ago

“I made a purchase "in store" via the TV screen. The item was paid for by credit card in store. A few days later I went to collect the item. By then I had decided not to purchase the item so on arrival at the store I said I did not wish to have the item so a member of staff undertook to fund me. I was told the refund would be back on my card in a few days. Over three weeks has elapsed and there is still no refund. Decathlon have been in touch a few times asking for account numbers and sort codes. I have explained all I have is a credit card number which is usually all that is required. They persisted requesting details. I suggested I go to the store for a refund. Again I had to wait for Decathlon to confirm this. Finally they say I can get a refund in store, so I have a 20 mile round trip to make to get a refund which should have automatically taken place over three weeks ago - value £100. I will not be using their in store order system again”

Helpful Report

Posted 10 years ago

Dear Andrew, 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. I can see from the communications with my colleague she gave you all the information needed few days ago, in order to refund a payment made in store we need to ask the credit card details as in the online system there are no records. Thank you for your patience. Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“Because I ordered with you before you did not give me the option to select my address - when I realised upon payment going through you were not giving me the option to change it to my boyfriends address I tries calling your customer service number to which it kept me on hold then told me there's no one to take my call goodbye and hung up on me”

Helpful Report

Posted 10 years ago

Dear Kirsty, Thank you for the time you spent for giving us your feedback. We are sorry to hear that you are not satisfied with our website and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. In regard to your request, I would like to inform you you are always able to change your shipping address for each order you place at the payment stage. We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions on 03454507936. Have a lovely day!

Posted 10 years ago

“Staff at the bike department was rude and not keen to help.”

Helpful Report

Posted 10 years ago

Dear Ivan, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our services in store and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. May I ask you which store are you referring to? You can also contact them directly on: http://www.decathlon.co.uk/decathlon-stores.html Using this link you can find the nearest Decathlon Store to you, find their contact (opening times, telephone number and address), you also have the option “@Contact my store” which will allow you to send an email straight to the store. We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“The product i recieved was the wrong item - or the website has the wrong picture. I had a lot wasted effort time and money to collect the wrong item”

Helpful Report

Posted 10 years ago

Dear Jo, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our product and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I will send you an email to your personal address with all the instruction to make a return. We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“Order a week late. No attempt made to ship item that was available separately from the items that couldn't b found. Out of four orders that have been placed in the past 6 weeks, two have been late, and not just a little bit late.”

Helpful Report

Posted 10 years ago

Dear Sarah, 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. Unfortunately due to the strikes in France the stock coming from the warehouse outside the UK experienced delays. We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“Brought the baby bike helmet 500 for my daughter. Was told by the sales person that Helmets are non exchangeable dispite the receipts claim to unlimited time to return. Brought it home and it is too big for her head. Now I am stuck with a helmet that doesn't fit which cost £13.99. I thought the shape would help with the fit as it is slightly square. I would not recommend this product.”

Helpful Report

Posted 10 years ago

Dear Sheena, Unfortunately we can't accept helmet returns for security reasons, as the person told you when you bought you. Sorry for any inconvenience caused. Have a nice day.

Posted 10 years ago

“One item I ordered didn't arrive, despite having paid for it. It took two emails, a store visit and phone call to get a refund processed. Very disappointing!”

Helpful Report

Posted 10 years ago

Dear Nicola, We do apologise for the inconvenience caused. We hope you will not consider this incident for further visit with us. Please accept our apologies. Have a great day !

Posted 10 years ago

“If you read my previous review- you wouldn't be asking me for a second review..... poor poor poor customer targeting.”

Helpful Report

Posted 10 years ago

Dear Irina, We are sorry that you weren't happy to receive this email. This is just an automatic and general email for all our customers. Have a nice day.

Posted 10 years ago

“Placed an order on line for an air bed . It never turned up,tried to contact you but to no avail, kept checking the collection point but no parcel for me. Then I received an email stating that the parcel had been returned,I attempted to get it back but was told it had been returned and would have to order again, Hahahahaha I don't think so.”

Helpful Report

Posted 10 years ago

Hello Ian, We are really sorry that we experienced troubles with your order. We hope you will trust us again in the futur. Please accept our apologies for the inconvenience caused. Have a lovely day !

Posted 10 years ago

“I was very disappointed that the delivery cost £40 when it said free. It needed to be explained in store that bulky items were charged an excess. This fee still seemed excessive. I was also very disappointed that the delivery men were reluctant to bring the goods to the downstairs room we wanted it in or even to bring it inside the property even though we had had to complete a detailed questionnaire about where the item was to go. I would also have expected them to remove the packaging and set it up for such a high fee but bringing to the room was a bare minimum. I raised a complaint re this with your customer services and they said they would get the delivery company to call me. I would have expected you to do this on my behalf! This never happened. All around inspite of the fact the item is good I was very disappointed by the service and would not recommend it to anyone.”

Helpful Report

Posted 10 years ago

Dear Elayna, Please have a look at our delivery charges, available on our website and it is written that bulky item (table tennis table, fitness machine etc) are not eligible for the free delivery as it needs extra hands to carry it. http://www.decathlon.co.uk/delivery-information.html Regarding the assembly, unfortunately the the company is only doing delivery services which doesn't include the building of the equipment. We do apologise. Have a nice day.

Posted 10 years ago

“unnecessary delays, poor communication and broken promises”

Helpful Report

Posted 10 years ago

Dear Shaun, While you spoke to our customer service they refunded you the shipping cost as we had 1 day delay. We hoped that this would have been enough to compensate. Have a nice day.

Posted 10 years ago

“Ordered online, went down to collect, they didn't have item, spoke to about three people, nobody really knew why. Said warehouse did have one, we could order on-line at the store there and then and pay and collect in a few days time. Bit of hassle on system in shop, staff not much help, ordered and took ages to pay as the ordering system was not talking to their till! Got email to say item in store, went and collected, got it home, wrong thing! Finally got the right item, cheap and nasty, will not use again!”

Helpful Report

Posted 10 years ago

Hello Julie! We are really sorry to hear about your bad experience. We would like to thank you for having taken your time to send us your feedback. We'll pass it on to the right department as our main goal is to improve our customer service. We do apologies for all the inconvenience caused. Have a nice evening!

Posted 10 years ago

“Absolutely appalling service. 1. key item was not available 2. This was automatically taken out and led to me being charged for delivery. 3. Delivery date was provided as a text option. I responded immediately for next day when in. It was dropped off at a neighbour house anyway that day 4. tried online feedback. Was impossible as did not recognise order number 5. Went especially to Surrey quays store to complain. Helpful manager took all details and tried calling On my behalf. No answer so sent complaint on my behalf including all my details. 2+ weeks later and heard nothing.”

Helpful Report

Posted 10 years ago

Hello Robert! Thank you for contacting us. We are really sorry to hear about your frustrated experience. We would like to thank you for having taken your time to send us your feedback. We'll pass it on to the right department as our main goal is to improve our customer service. We do apologies for all the inconvenience caused. Have a great day!

Posted 10 years ago

“Ordered 2 snorkels. Decathlon waited 2 weeks to tell me one was out of stock so what did I want to do? Asked to cancel and then the in stock one turned up 2 days after my holiday. Really bad, wouldn't order online again from Decathalon, their online stock levels are inaccurate and create problems.”

Helpful Report

Posted 10 years ago

Hello Zahina! We are really sorry to hear about your bad experience. We are aware about the time that our website needs to get updated and we are working on it to improve. We do apologies for all the inconvenience caused. Have a great day!

Posted 10 years ago

“Communication abysmal, give a despatch date and then fail to stick to it. Only give an update when you chase them. Used the UPS collection service but Decathlon didn't tell me it had been dispatched so parcel was waiting at shop for 3 days. Parcel covered in food on arrival. Stick control and levels poor, 2 items from order out of stock even though stock on website. If you want to shop there save the hassle and drive to a store.”

Helpful Report

Posted 10 years ago

Dear Karrie, Thank you for giving us your feedback. We are sorry to hear that you have experienced delays with your order. We are making every effort to resolve these problems and we are using now a different delivery company. Despite the attention paid to updating the stock levels displayed on the website, the availability of products, sent by the supplier, may, on occasion, differ from that when the order is placed. We would like to apologise for any inconvenience caused and we hope you will be able to give Decathlon a second chance. Thank you for your patience. Have a lovely evening!

Posted 10 years ago

“I had to wait for more than 2 weeks for my order. No one replied for my emails. Terrible experience”

Helpful Report

Posted 10 years ago

Dear Grzegorz, Thank you for your feedback. We are sorry to hear that you have experienced problems with your order. Regarding our communications, I would like to confirm you that you have received three automatic emails regarding the status of your order and two emails from our Customer Loyalty team answering your questions. We will be happy to check if your email address is correct in our system, do not hesitate to contact us by phone or via contact form. Thank you for your patience. Have a lovely evening!

Posted 10 years ago

Decathlon is rated 4.4 based on 11,527 reviews