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

“Order two bikes one on the 7th and one on the 12th still not received on the 19th, even at this time of the year that is far too long, i could understand 2 even 3 days late but 12 days from the order date is shocking service!”

Helpful Report

Posted 8 years ago

Dear Customer. We are sorry for the delayed delivery of your order. Some of our items come from Europe, as we do not have stock in the UK, so delivery can take longer. However, our supply team is working on improving the speed of delivery, so that you could get the items ordered as soon as possible in the future. Have a nice day!

Posted 8 years ago

“My 1st ever order was made 5th Dec 2016 and arrived at the store for collection 4 days later than scheduled. My 2nd order was placed on 15th Dec 2016 should have arrived in store today and it's not even been shipped yet. I won't be making any further orders as you can't rely on delivery dates and the website tracking information lacks detail and is meaningless and pointless. Disappointed.”

Helpful Report

Posted 8 years ago

“Placed an order on 12/12 and despite stating on the original order that the order was immediately in progress they gave themselves until 19/12 to deliver to a store. They contacted me on the evening of 18/12 to inform me that they would not be delivering on the given date as they never had stock and so the order had never progressed. Despite not progressing the order they still took payment on 15/12 yet I await to see if they'll refund me immediately as I see they state that once an order is placed it is in progress so cannot be refunded but in my case the order was never in progress as they never had stock to progress. I await to see if they are any less deceitful about providing an immediate refund as they have been deceitful in their claims of progressing and delivering my order.”

Helpful Report

Posted 8 years ago

Dear Brendan thank you for your feedback. We can confirm that the payment was authorised, but not actually taken, as we only take the money after the items are ready. Your refund was processed straight away, as requested. However, it may take 3-5 business days to process the transaction between PayPal and our bank. We are sorry for the inconvenience caused. Thank you for your patience.

Posted 8 years ago

“What a total shambles this outfit is. Very poor, almost non existent communications and when they did, answers were 'mechanical' and invariably did not actually address the questions posed. Never use them.”

Helpful Report

Posted 8 years ago

Dear Customer. We are doing our best to personalise each communication, so we are sorry that you felt the reply was mechanical. We can confirm your order is now refunded, so money should already be with you. If you have further questions, contact our customer loyalty team on 0207 064 3000. Have a nice day

Posted 8 years ago

“Abysmal customer service. They have taken my money but they still haven't delivered my bike. They won't even answer the phone. I can't cancel my order either according to the website. Merry Christmas Decathlon. Never again.”

Helpful Report

Posted 8 years ago

Dear Mark. Thank you for the time you have spent giving 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. 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 would like to suggest you to contact our Customer Loyalty team at customer.enquiries@decathlon.com who will be able to find the most suitable solution for you. 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

“order on 12/12/2016 was told it would be with me by the 15th.on the 15th nothing so i called them and was told its still in there warehouse and would be sent out now so on the 16th phone up to check on it and its still in the warehouse was told for sure it would go out to day and be with me Monday. so Saturday i called again and guess what still in there warehouse what a joke im so angry right now never will i use them again iv had to chase this up every day and its still not been sent worse online shopping ever avoid at all cost”

Helpful Report

Posted 8 years ago

Dear Chris. 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

“Placed an order for 2 bikes on the 12th, delivery date was 16th kept checking status of order and was at loading for days, rang the company to be told my order is still at the warehouse due to a problem in France? I've know been told it should be delivered Tuesday but I'm not holding my breath. Shocking delivery.”

Helpful Report

Posted 8 years ago

Dear Customer. 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 a much higher volume of orders than expected before Christmas and it has led to delays of orders of between 3-4 days. Once again, we apologize for all the inconveniences that we may caused to you at your experience with us. Please contact our Customer Loyalty team at 0207 064 3000 for any further questions as they will be happy to help you. Have a great day.

Posted 8 years ago

“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

“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

“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

Decathlon is rated 4.4 based on 11,525 reviews