Decathlon Reviews

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

4.4 Rating 11,525 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,525 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, I shopped online and I definitely wouldn't use again. I ordered online to save myself a trip to the shops but in the end it took so long to arrive that I had to go to the shop to get the things I needed. So when the order eventually arrived I had to make another trip to the shop to return it all. The estimated online delivery date was way out - 1 week. There is no point in giving an estimate when its so wrong. When my order wasn't dispatched I called customer service and they said that they would either expedite the delivery or cancel the order. They did neither, the order still took another 4 days to arrive. They also told me they would keep in touch and let me know the outcome - again no one contacted me to let me know what was going on. Awful!”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are really sorry to hear that you have experienced problems with your order. After going through your account, we can confirm that the delay in the delivery was because some of your items you purchased were coming from our international warehouse, and this takes 4 business days. Please, accept our apologies for the lack of information provided about the status of your order. We will send your feedback to our Customer Service Manager in order to improve the service. Thank you for your patience and for taking your time writing the review. Have a nice day.

Posted 9 years ago

“None of the sizes are correct and are totally wrong, even Customer Services agreed this was a fault as the products came from France and didn't equate in anyway to our sizes in the UK. Useless when ordering items on line.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your items. Unfortunately, we are having problems with the sizing of some of our items and we are already looking into it to solve this issue as soon as possible. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Try sending the box the trainers are supposed to come in...makes we wonder whether they are fake....”

Helpful Report

Posted 9 years ago

“Hello, I ordered 4 items on your website. I was very surprised when I received them to see how inaccurate the sizes were. The 36 that I usually ordered in all the shops was way too small for me. I returned 2 items and exchanged 2 others. Once again what a surprise to see that the shipping costs of the return were at my charge, it is now very unusual. I returned the items the 8/7/16. According to your website, the order should have been prepared by the 15/07. Exactly a month after my first order and three weeks after the return the order is still in process. The inaccuracy of your sizes + not reimbursing the shipping costs and all that for such a slow service at the end. I am very unlikely to use Decathlon again or to recommend it. I would appreciate to hear your thoughts on that and to know when my parcel will arrive asap. All the best Clémence”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you experienced problems with your parcel. In regards to the refund, it has already been processed but you need to contact the Customer Loyalty Team (0207 064 3000) in order to make the refund. According to our policy, we only pay for the return shipping in case of a faulty order. Thank you very much for your patience and have a good day.

Posted 9 years ago

“Always loved Decathlon. Needed gear for Glastonbury. Estimated arrival date was 7 days before the festival. It came on the day we were leaving. Too close. However for my friend who spent 200 pound Luke Apsworth on my recommendation it was not the case. His was delivered to my friend's house who signed not knowing what is was. We had already left. I'm hoping he got a refund. Poor delivery service. Great store, great products. Delivery times... not good enough”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with the delivery service. Please, advice your friend to contact us (0207 064 3000) in order to sort out his issue. We apologize for the inconvenience caused. Have a nice day!

Posted 9 years ago

“I hate the user experience on this store. It's so bad, I'm so angry. I bought a tent for a festival, and, it's fine, it's my fault, I followed the flashy orange call to action buttons, and I entered all my details, credit card, address etc, etc. I didn't realise - because they want me to check out so quickly - that an old address was greyed out and stored. I feel so stupid because of course my old address came up but the site is geared to push you through to transacting, whilst any information that might slow you down is utterly greyed out and irrelevant. And now my f*cking tent has been signed for by some random at my old address, and the only way to deal with it is to phone the 'local rate number' at the 'customer loyalty team', which I tried a couple of times but they're like 'your tent has been signed for'. It's fine, you're f*cking cheap Decathlon, and it wasn't an expensive tent, but don't patronise me with a customer loyalty team.”

Helpful Report

Posted 9 years ago

Hello, Thank you for contacting us and for your feedback. We are very sorry about a delay to answer your question and to hear about what have happened with your recent purchase with Decathlon. At Decathlon we aim to satisfy all of our customers and in this case, we failed to deliver this service to you. In regards to your order, we would like to see if there is still anything we can help you with and resolve the issue if product was still not delivered to you. It would be great if you could please contact us via email (customer.enquiries@decathlon.com) and provide your order details and we will be able to look into this and solve the issue. Please accept our apologies for any inconvenience that we might have caused you and if you will have any questions, please feel free to contact us and we are here to help you. Have a lovely day!

Posted 9 years ago

“I ordered a TT tennis event table, I thought it world arrive with in 5 days, it is now going to be 15 days what a poor delivery service. It will arrive somtime on my grandsons birthday.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced delays with your parcel. After going through your account, we have checked that DX tried to contact you the 21/07, 23/07, 25/07 and 26/07 with no response, and that is why they have not been able to deliver your order. It is finally going to be dispatched the 02/08. Thank you very much for your feedback. Have a nice day.

Posted 9 years ago

“Shocking, took 8 days to receive my order then when it did arrive 4 out of the 5 products was missing and nobody knew where they were. So annoying as it's was a birthday present. Will not be using decathlon again”

Helpful Report

Posted 9 years ago

Thank you for contacting us and for taking your time posting your review. Please, in order to study your case deeply and to take further actions, it would be very useful for us to have your order number so we can see what happened to your parcel. Please, accept our apologizes for the inconveniences caused.

Posted 9 years ago

“Terrible customer service. Yesterday I came into the shop and had a long discussion with a member of staff about bikes. Today I returned with a view to possibly buying one. I was keen to test ride a bike and was told that a member of staff would be there as soon as they could. I was left standing around until I truly felt like a spare part when I noticed at least 5 newly arrived customers being seen to befwithout the slightest glance my way. Nice one. You've lost yourselves a sale to a very credible member of the cycling world.ore”

Helpful Report

Posted 9 years ago

Thank you for writing your review. We are sorry to hear that you have experienced problems with the service in our store. In order to pass your feedback to the appropriate store manager, please contact with our Customer Loyalty Team and inform us which was the store you visit. We will make sure it will not happen again because it is a completely unacceptable situation. Thank you very much for your time. Have a nice day!

Posted 9 years ago

“Shocking ordered golf shoes for a gift sent wrong size hassle with someone who could barely speak English saying until they received my return they wound send the correct size needed, then they hung up, then phoned and someone else resolved and sent them out to be the same wrong size that I didn't want almost two weeks late for the birthday I'd ordered for, then to be told size I wanted they didn't have!”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. Please, accept our apologizes for the inconveniences caused. We will send your feedback to the Logistics Manager in order to take your review into account and improve our service because this exceptional situation is completely unacceptable. If you have any other concern, please do not hesitate to contact the Customer Loyalty Team. Have a nice day!

Posted 9 years ago

“After making a purchase online, I received an unwanted email from you. That's fair enough - I simply looked for the unsubscribe button and could not find this - all reputable companies make it easy to unsubscribe. I therefore rang and eventually was assured I would get no more emails. I am still getting emails. This is not good enough.”

Helpful Report

Posted 9 years ago

“Stop sending me mail, stop, stop!”

Helpful Report

Posted 9 years ago

“Called to chase order. Nobody answered the phone .called again then promised a delivery refund. Item arrived very poor quality”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with the quality of your items. We will pass your feedback to our Product Manager in order to increase our service for the future. As a last resort, you can as well exercise your right to return your order. If you have any further question, please contact our Customer Loyalty Team so they can give you all the advise needed. Please, accept our apologizes for the inconveniences caused. Have a nice day!

Posted 9 years ago

“Ordered a bike for my daughters birthday. Was her only present. Was given a date of delivery in time for birthday but parcel was lost by the courier resulting in my daughter not having a birthday present on her special day. Was not happy! However the bike is brilliant and very good value for money.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We do apologize for the inconveniences caused. We assume the responsibility of the delay and will take your feedback into account to improve our delivery service for further occasions. However, we feel happy to know that your daughter is now excited with her bike. Thank you very much for spending your time writing your review. Have a nice day!

Posted 9 years ago

“Wrong product sent twice. No refund. No accurate response to any of my email. Absolutely appallingly and stressful. Still owed money. Will never use Decathlon again.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. After going through you account, we have checked that the refund was made the 05/07 at 10 am for the following item: NIKE ZOOM VAPOR TOUR 9.5 - BLACK. Please, confirm this information in order to open or not an investigation with Royal Mail. Thank you very much for your time. Have a nice day!

Posted 9 years ago

“Items could only be delivered on an specific date with a 12 hours delivery window. Do you really expect people to stay at home for 12 hours waiting for a delivery? Really poor service by DHL”

Helpful Report

Posted 9 years ago

Thank you for writing your review. We are sorry to hear that you experienced problems with the delivery of your order. In regards to the DHL service, the customer should receive a text message in which the delivery company informs the customer that the parcel has already been sent, and since then, the order should take a couple of hours to arrive. We do apologize for the inconveniences caused. Thank you for your patience. Have a nice day!

Posted 9 years ago

“Received very poor customer service when I ordered goods to be picked up in store. Received email to say it was ready to be picked up. Husband went to store and was told by 3 people it wasn't there and they had no record of it. I telephoned customer service line and was told it was in store, attitude of person on phone was very rude. I informed her that my husband had been and sent away without parcel. She phoned me back and said it is there you can get it now. I explained my husband was now home and could we have the goods delivered to home now. She said no because I don't know how to do that. The store was quite a distance away so didn't want to make that journey again having already had one wasted journey.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you experienced problems with the click&collect service. We will pass your feedback to the Store Manager in the Northampton Store to increase our service for further occasions because this was a completely unacceptable situation. In addition, we apologize for the service received by the Customer Loyalty Team and we will make sure to not happen again. Thank you for writing your review. Have a nice day!

Posted 9 years ago

“Still waiting for item after stated delivery day, no contact from Decathlon”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you did not have notices from us when needed. Please, in order to go through your account, provide us your order number or contact with the Customer Loyalty Team so they can give you all the details of the status of your order. Thank you very much. Have a nice day!

Posted 9 years ago

“The staff were horrendously inattentive. I went today in the hopes of purchasing a treadmill and exercise bike. Sadly the NordicTrack was no longer in stock but still advertised. I was open minded to trying alternative makes however the staff member in charge of this particular area not only had to be retrieved by another member of staff after over half an hour of waiting but couldn't even find a key to activate the treadmill. So I left the store without a single purchase and do not intend to ever by a product from this store again.”

Helpful Report

Posted 9 years ago

Hello, Thank you for contacting us and for the feedback provided. We are sorry to hear about what have happened during your last visit and about the service that you have received. At Decathlon, we aim to satisfy all of our customers and at this case, we failed. We will pass your feedback on to our product manager for Fitness and we hope this will be taken into consideration as soon as possible. If you will have any questions, please feel free to contact us over the phone (0207 064 3001) or via contact form: http://www.decathlon.co.uk/contact-us.html. Thank you very much for your patience and have a lovely day!

Posted 9 years ago

“Never known such a shoddy website and customer loyalty team that are useless Make you wait over a week for a item to then be told its out of stock and still waiting for a refund, had numerous problems with this and past orders!!”

Helpful Report

Posted 9 years ago

Dear Emma, we are sorry to learn you have experienced issues with your online orders, our customer loyalty team aims to aid our customer with their concerns and provide a solutions if problems arise, we can see you are in contact our team to resolve the matter. If you require further assistance or have any questions please do not hesitate to contact us either by telephone on 0207 064 3000 or in writing via our contact form https://www.decathlon.co.uk/en/contactUs

Posted 9 years ago

Decathlon is rated 4.4 based on 11,525 reviews