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

“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

“I ordered online in November and was assured dispatch would be on the 1st Dec, since then I have had one email telling me that they were having a problem with one item. I phoned and was told that the item was not yet in the UK but would be in within 2 days. A week later I discovered that my credit card had been charged, I phoned and was told that it was still not in the UK and they could not even tell me if it would be in this year! I phoned head office they fobbed me off with 2someone would phone back". I have now put it in the hands of the credit card dispute department.”

Helpful Report

Posted 8 years ago

Dear David. Thank you for contacting us and giving us your feedback. Regarding your enquiry, we are sorry 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. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. Please accept our apologies for the lack of communication an availability with your Customer Loyalty team and the stores over the phone during that period and do not hesitate to contact them at 0207 064 3000 for any further questions. Thank you very much for your understanding. Have a great day

Posted 8 years ago

“Phoned Braehead today to check stock availability - after going through all the automated processes the phone rang for customer services but as there was no answer I was cut off. I can't check availability online for this item. Not good.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you have spent giving us your feedback. We are really sorry about the lack of communication of our services team, we are experiencing a huge call demand because of the order delays. We will pass your feedback to our Customer Loyalty team. However in order to solve your situation as soon as possible, you can contact your Breahead Decathlon store and check the stock availability or ask advice regarding the best alternative for you to our experts. 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. Thank you for your understanding. Have a lovely day!

Posted 8 years ago

“Bought an archery bow. I travelled 150miles to get it. Opened it and all of the items inside were missing. Called the shop and they wont replace unless i go back and wont hold one for me. I could spend more in petrol returning it than the cost of the bow and end up with no bow. If id bought onli e they deal with it differently. Im fuming and it is impossible to find a complaint number. I will use the much cheaper and no hassle Amazon in future. Shame i used to really like Decathlon.”

Helpful Report

Posted 8 years ago

Dear Lewis. Thank you for contacting us and giving us your feedback. Regarding your request, we regret to inform you that unfortunately for all the purchases made in the stores we are only able to process exchanges or refund in the store. In regards to your recent online purchase, we would like to suggest you to contact our Customer Loyalty team 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

“So angry with Decathlon right now, Seems like they really don't care if you are an online customer and treat you with contempt. Like the majority of the other online customers who have left reviews they refuse to deliver orders by promised dates. I ordered a football kit for my son for Christmas, beginning of December as I had to wait for the shirt to be in stock. As soon as it was I ordered it. and they said it would be delivered in 2-3 working days. It wasn't and Decathlon didn't send an email or text to let me know there was a problem. I had to chase it to find out and was told abruptly that there was a problem getting their deliveries through to UK and would be here before 12th. Its now the 12th and again no message from Decathlon and again I had to chase them to discover the hold up. Now the lady from what's laughingly called Customer Services told me that the shirt wasn't in stock again and don't have a clue when it will be delivered as they are waiting for it to be in stock again so they can ship the whole order. After reading quite a few reviews by other customers online and in store it seems as though the only customers Decathlon care about and whose return custom they want is the customers who can get to a store. Trust me if I could I wouldn't have given them a star if I had the choice they don't deserve it”

Helpful Report

Posted 8 years ago

Dear Dawn 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

“what's going on with your delivery services decathlon? was supposed to collect in store on Monday, 4th of December and the order is still not there! I read many customers moan about deliveries being late. if you can't cope with busy xmas period, maybe just be honest and estimate longer delivery time for your items!”

Helpful Report

Posted 8 years ago

“I ordered 5 pairs of Breeches on the 29/11/16 at a cost of £134.99 with a delivery deadline of Monday 05/12/16. On Sunday the 04/12/16 i rang to enquire about the order as i had heard nothing from the company at all, i was informed by a very nice gentleman that my order was loaded and scheduled for delivery the next day. On Tuesday the 06/11/16, after not receiving my parcel i called and spoke to 'Sonia' in Customer Loyalty, who said that she would check with the warehouse and call me back. After 2 hours of waiting i called again and spoke to a different lady, who again said she would check with the warehouse but could see that there was a problem with the order. After another 3 hours I had still not been called back so again rung and spoke to a different representative who told me it was in hand but the warehouse had yet to confirm the 'anomoly'. I was eventually called back at 5 pm to say that it had been resolved, but had missed the delivery deadline for that day so should be with me either Thursday the 8/12 or Friday 9/12, and that i would recieve a refund of £34 but they could not get the items to me any quicker, I requested that a manager call me as i thought the way i had been treated was unacceptable. Today Friday 9/12 I had still not recieved my items, NOR A CALL FROM A MANAGER so went through the tracking process to see that it was still 'Pending'. Not happy at all, I rang Customer Loyalty again and got through to a representative called Josh. He informed me that the 'anomoly' was only resolved yesterday and that the parcel was still yet to leave the warehouse. I asked Josh why this was, and why i wasnt informed of this, and why i hadnt recieved a call from Paula the manager, none of which he would give me a straight answer for. Although he could tell me that call-backs from Manangers are done at 'their earliest convenience' and not at the request of the customer. Josh informed me that my parcel would not be here until after the weekend. I refuted this and demanded that they put on a same day courier and get it here tomorrow 10/12, which he eventually agreed to, although he "decided" that this did not warrant any more compensation and again, although £20 gift vouchers were promised - not that i would use the company ever again. He would not put me though to the Paula (the illusive manager) to discuss the matter as she was 'training new agents' - maybe she should take some training in customer relations herself - but that she would call me back 'at her earliest convenience'. So, two weeks on i am yet to recieve, my items, any promised call-backs or any sense of customer satisfaction. The whole process has been a sham and looks set to continue....Customer Service at worst. Absolutely Disgusting.”

Helpful Report

Posted 8 years ago

“Second time we have made an order with a specified delivery date and had to cancel as not delivered when we need it. Fantastic gear but never rely on when you are told you will get it.”

Helpful Report

Posted 8 years ago

“I collected the brand new bike from Harlow branch beginning September.After 300 miles in 2 weeks the 'nut' holding the front brake and mudguard to the front forks fell off without any warning and the front brake dropped onto the front wheel. Luckily I was going slowly at the time and managed to stop safely. I couldn't find the nut and thought it would be easy to get a replacement from you. I rang the Harlow branch and was told one would be posted to me shortly. After 7-10 days I rang again and was told again one would be sent shortly. after another 7-10 days I rang your head office and asked for the same thing and was told they would send one shortly. Nothing has arrived.”

Decathlon 1 star review on 8th December 2016

Helpful Report

Posted 8 years ago

Dear Ian. Thank you for contacting us. We are sorry to hear you experienced problems with your bike. We would like to apologise on behalf of Decathlon and to thank you for your patience. You may choose one of the following option in order to amend the situation: 1. You may visit any of our Decathlon store, our staff members in the workshop would be able to fix the parts broken or replace them if available in stock. 2. You may visit any of our Decathlon store, the bikes department could exchange the bike with a new one or refund you for the total amount paid. 3. Decathlon can create a return form for the replacement or refund option and arrange a collection for the faulty bike from your home address to our warehouse. Please note the bike needs to be packed in the box otherwise the collection company will refuse to collect the parcel. We will need to know as well your collection address, your availability during the week and if you prefer a morning or afternoon time slot. Once received the bike back to the warehouse we will process your refund or replacement order. 4. You may visit any of your local bike shop and ask to fix the bike. We will be able to refund you the reparation costs as soon as you attach via Contact form the receipt. It usually takes five business days and the money goes back to the same account used when placing the order. Please note if you wish in the future to return the bike back to us, the price for the reparation services would be deducted. If you could contact the Customer Loyalty team at 0207 064 3000 and let them know which option you prefer and provide the information they need, they will be able to help you. We appreciate your patience and time and if you will have any questions, please feel free to contact us again. Have a great day!

Posted 8 years ago

“tried to buy some bike parts on line, web site will not open an account. This is the second time I have tried to open an account, last time was Feb 16 when I needed skiing boots, (got them from Snow and Rock website), so looks like this time I will get the parts I need from Halfords. I really don't understand how a company ( even a French company) is incapable of checking its website daily to see if it actually works.”

Helpful Report

Posted 8 years ago

Dear Stuart. Thank you for contacting us. We are sorry to hear you have experienced problems online. We really appreciate the time you have taken to give us your feedback and apologise for any difficulties you have experienced with our website. We are aware that our website is not perfect today. However, it is our intention to make every effort and improve your shopping experience at decathlon.co.uk. Thank you for your understanding. Please feel free to contact us for any further questions. Have a lovely day!

Posted 8 years ago

“I had ordered a pair of sketchers for my mums birthday (which was yesterday I must add) I ordered Pacifically from decathlons as they said I would receive by the 6th of December I didn't I received them today. Another big complaint is they came in a clear plastic bag no box looks quite rubbish giving these as a gift not even boxed, Also the trainers (sketchers) there self are of very poor quality there are glue stains on them another reason I will not be giving them to my mother for her birthday I now have the stress of running out to get her something else!”

Helpful Report

Posted 8 years ago

“I have made an order on 30/11 and it said the expected delivery date is 6/12. I still recieved nothing from them on 8/12 and so I called the hotline for help. They did nothing but told me it is about xmas and so they have too many orders to handle. I am leaving for a ski trip in Japan on 12/12 and all they did is to ask me to get a refund. Order number DCUK2728096”

Helpful Report

Posted 8 years ago

Dear Ms Wu 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 enquiry, we regret to inform you that unfortunately 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. We are really sorry about the unavailability of our services team, we were experiencing a huge call demand because of the order delays. 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 was in your Coventry store on 6/12/2016 and spent 10-12 minutes queuing to get out whilst you only had one member of staff on the till, the young girl called for assistance twice and not one of her colleagues bothered to turn up to help, I then finally got to be served and had a barcode missing from my item, she again called for assistance twice and still no one came to her aid, so I went and got the barcode myself, and when I got back to the checkout I had to wait again for at least another 10 minutes to get served again as their was still only 1 till open. The customer service provided by this store was appalling and I will not use this company again as I certainly felt that the customer is not that important to them. I work in a very similar field where we deal with customer on a daily basis and if we treated our customer this way we would have no business left. Please try to remember that without customers coming through your doors where would your business be and more importantly your staff need to understand that without our money they do not get their mortgages paid.”

Helpful Report

Posted 8 years ago

Dear Paul. Thank you for the time you have spent giving us your feedback. We are very sorry to hear about the service that you received at Decathlon Coventry last day. At Decathlon, we aim to satisfy all customers and in this case, we failed to deliver it to you. We would like to confirm we forwarded your email to the store manager at Decathlon Coventry in order to make sure that this situation will not happen in the future. 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

“The quality of some of the products sent was appalling. Took much longer than specified to arrive. The sizing of some of the clothing is ridiculous. Cant drop to a local store as this service is no longer available so have to pay to send items back. This is the first and last time i will purchase from decathlon.”

Helpful Report

Posted 8 years ago

Dear Susan, Thank you to contacting us. We are sorry to hear that you have experienced problems with our sizing. Unfortunately, we are having difficulties with this issue and we have already looking into it to try to solve the problem as soon as possible. Anyway, we will pass your feedback to the Product Manager so he can be updated of this. Do not hesitate to contact us in the Customer Loyalty Team on 0207 064 3000 and they will help you with your concern. Please, accept our apologies for the inconveniences caused. Have a nice day

Posted 8 years ago

“I shopped with Decathlon. I bought three products for my brother as his birthday was yesterday. The delivery was supposed to come yesterday but according to the website, it is still being prepared but was supposed to be prepared for before the 6th. Thanks to your service, I was not able to give my brother a present on his birthday for the first time in 18 years. Never shopping here again.”

Helpful Report

Posted 8 years ago

Dear Harry. 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

“Absolutely shocking service. I placed an order for click and collect, my order was delivered to the wrong store. I arranged for the order to be sent to the correct store and was advised of the day it would be available. When I arrived in store my order was not there. After contacting customer services they told me my order hadn't been dispatched. I requested next day delivery to my home address which I was told would be fine. The following day I receive an email to tell me my order cannot be sent next day delivery. I again rang customer services to be told it would be delivered to my local store and a courier would deliver to my home address. We agreed a date... still no order. I rang up again after NO communication from Decathlon to be told it still had not left the warehouse. I am now being told tomorrow but I don't hold out much hope as yesterday I was told it would be tomorrow and look what happened. This is far from good customer services. Staff in the call centre lie to get you off the phone, ordered are delayed unnecessarily and orders are sent to the wrong store with staff in store stating 'oh yes, this happens a lot'. I would not recommend this company. Poor quality, poor service, complete joke of a company. They are not doing anything to help me sort my order out.”

Helpful Report

Posted 8 years ago

Dear Denise, We thank you for taking the time to leave us your feedback. We are aware of your situation and we apologies for all the delays and the energy that you had to put into this. We would like to say sorry on behalf of our warehouse team for putting the parcel into the wrong truck, and of our online team and also for the time it has taken to finally get to you. We would like to let you know that we have added 750 loyalty points to your online Decathlon account as a compensation to issue a £15 voucher. Note that it takes up to 72 hours for the voucher to be visible on your account. We wish you a lovely Sunday evening.

Posted 8 years ago

Decathlon is rated 4.4 based on 11,525 reviews