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

“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

“Returned an item 6 months ago through post had no refund. Emailed several times no reply. Never ordering again passed off is an under statement I was not donating my money I'm a mum of 3 I expected my money back or a replacement item but I had nothing!”

Helpful Report

Posted 9 years ago

Dear Customer, we are terribly sorry to learn you are awaiting your replacement, we have reviewed the account connected to the email used to sent your review, there has been no contact from this email, the email notifications are sent from a no reply email address, if you replied to one of these email you should have received a notification back advising it failed. We will further investigate your return and contact you once we have an update. Please accept our sincerest apologies for the delay.

Posted 9 years ago

“Our parcel was delivered to completely the wrong address. Thankfully there are still some good people in the world and they tracked us down. I love Decathlon but they need to use a delivery company whose drivers are able to deliver to the right address.”

Helpful Report

Posted 9 years ago

Dear Georgina, we are sorry to learn you experienced difficulties due to your order being delivered to a different address. In cases like such as yours it will be indicated on your tracking code e.g. NUM 4 NXT DOOR, delivery couriers will deliver to the neighbouring address if there is no recipient available to receive the delivery at the given address, we apologise this was the decision taken without your prior knowledge and will file your complaint to escalate with DHL in our next meeting.

Posted 9 years ago

“Just driven all the way from Blackpool to Bolton to try and buy a pair of ski boots X 2 for my wife and I Frustrated to find there aren't any in the shop. Don't want to buy online as have to check they fit etc!!! Also we were told there won't be any at Warrington store Is there a note on the website that we have missed saying they are not in the store ?? What a waste of a morning !”

Helpful Report

Posted 9 years ago

Thank you for taking the time to review your experience with Decathlon, we are sorry to learn your recent trip to Decathlon Bolton was negative. We regret to inform you that our range of ski items are not available in Decathlon stores all year round as the stock will change depending on the season. Our stores will receive a range of ski items this coming October which will be available during the winter season. Our returns policy is 365 days so if purchased online and not suitable it can be posted back for an exchange or a refund or alternatively returned to a Decathlon store for more information please visit http://www.decathlon.co.uk/return-policy.html. If you have further questions or concerns please do not hesitate to contact our Customer Loyalty Team either via tel 0207 064 3000 or via our contact form https://www.decathlon.co.uk/en/contactUs. Have a wonderful day.

Posted 9 years ago

“I contacted Decathlon re sizing of a buoyancy aid, Decathlon have not bothered to answer the question. It has raised my concerns about customer service or the lack of it”

Helpful Report

Posted 9 years ago

Dear Gary, We are sorry to learn you have not received a response to your concern regarding the sizing of the Buoyancy aids, you can find more information on choosing your buoyancy jacket via http://www.tribord.co.uk/advice/choosing-your-buoyancy-jacket-a_53621 If this is not a Tribord branded buoyancy aid or you have further questions please contact our Customer Loyalty Team via https://www.decathlon.co.uk/en/contactUs and we will provide you with the answer you are seeking.

Posted 9 years ago

“I do not recommend this bike to anyone because the bike does not work safely and properly. I bought firstly woman style one and it had big problems. I refunded it and I bought the man style one. Because the price was awesome and I'd like to give a change again. The man style one has same problems as well. :( Unfortunately, I am not satisfied with this bike. It is poor quality! (Gear, balance and chain sound problem)”

Helpful Report

Posted 9 years ago

Dear Dilan, thank you for taking the time to review your recent experience with Decathlon. We are sorry to learn you have experienced issues with your bike purchase, we will be forwarding your concern onto the B'Twin brand so that they can make note of fault you have noticed. If you have further questions or concerns please do not hesitate to contact us via telephone on 0207 064 3000 or via our contact form at https://www.decathlon.co.uk/en/contactUs.

Posted 9 years ago

“I bought a table tennis table off the website almost 2 months ago now, and it still has not been delivered. Organisation between Decathlon and DX (logistics company) is hopeless as is the level of communication. Every time they say they will deliver it I then get a generic text on the morning saying they are not delivering it and they will contact me. They never contact me. DO NOT BUY ANYTHING FROM THESE PEOPLE. THEY ARE INCOMPETENT!!”

Helpful Report

Posted 9 years ago

Dear Karl. Thank you for having taken your time to send us your feedback. We are really sorry to hear about your bad experience with us. We take your comments into consideration in order to make changes and improve our service provided. We do apologise for all the inconvenience caused. Have a nice day.

Posted 9 years ago

“OK well here goes. I placed an order on the 6th June 2016 and I am still waiting for my delivery!! Yes it has been a bit of a nightmare really I am hoping to receive the items tomorrow but I am not holding my breath. Decathlon blamed the DK2man delivery company and DK2man blamed Decathlon... I really don't care whose fault it is but it has not been dealt with very professionally or very quickly. I had to ask someone to wait in for the original delivery that never materialised and will now have to ask them again to wait for the delivery tomorrow. The delivery companies way of dealing with the customer is not very good either as it is very difficult to actually speak to them and then they too are not very helpful. Today I spoke to Decathlon at 4.15pm and it is now 7pm and they have not yet called me back. I thought I was the customer ...... I am truly not feeling very satisfied by the whole experience.”

Helpful Report

Posted 9 years ago

“Ordered a tent on the Tuesday and arranged for next day delivery to store, when I checked my account on the Wednesday the order has been cancelled due to a system error. Reordered tent and paid for next day delivery, customer services confirmed that it would be received before the weekend. Not received on Thursday, customer services advised a delay at the warehouse, promised it would be dispatched same day. Spoke to courier on the Friday and was advised that the rent would not arrive before the weekend. Checked website and reserved the same tent at a store further away, when I got there I was advised that the tent was not in stock and hadn't been for weeks. Ended up having to buy a more expensive tent for the camping trip. Utterly awful website, staff in store were great but were again hampered by the god awful system. Will never again use Internet shopping for Decathlon.”

Helpful Report

Posted 9 years ago

“Process for making a return/refund is so time consuming. It took me over an hour, it's difficult to find things on the website, no one answers the phone and the chat system is too slow. And even when Decathlon email me, I can't just email them back I have to find the contact form somewhere in the website again. I wont return to Decathlon again, I don't have that much free time to do so.”

Helpful Report

Posted 9 years ago

“Chose click and collect option for a football shirt I was taking to Greece as gift. Received email to say on its way then got nothing else. Two visits to store and 5 phone calls later I was told it was lost as its such a small parcel. One day before I travelled! Went to JD sports insteas”

Helpful Report

Posted 9 years ago

“Ordered 4 swim tshirts on the 22/5/16 for my holiday which started on the 1/6/16. Items did not arrive until the afternoon of the 1/6 after I had left for airport. I was extremely disappointed!!! T shirts good quality but speed of delivery was extremely poor!!!”

Helpful Report

Posted 9 years ago

“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 9 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 9 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 9 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 9 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 9 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 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

Decathlon is rated 4.4 based on 11,527 reviews