Name: Decathlon
Address: Canada Water Retail Park,Surrey Quays Road, London
Rating: 4.42

“Poor customer service and dishonest staff. I had couple faulty bike and after visiting the store in lakeside I received a poor welcome and bad workmanship. Manager lied about their stock and never seems to fulfil their promise. I eventually manage to make the purchased I trying so long to make in the Surrey Quays branch and no one bothered to text or email me to say the order was read. I picked the bike up on Monday October 17 only to discovered the following day that the gave me a bike that has a puncture. I did not ride the bike so I know it came puncture from the shop.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you have spent for giving us your feedback. We are sorry to hear you are not satisfied with your experience in our store and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We have forwarded your email to the store manager and he will be able to take your comment into consideration in order to avoid this situation happening again. Please accept our apologies for any inconvenience caused. Have a nice day.

Posted 9 years ago

“I bought a cross trainer for £499 on 21 Sep 16. I was told it would be delivered on 30 Sep 16. It was not delivered. I was told at 1800hrs on 5 oct that it would be delivered the next day between 1030-1330hrs. I am a serving soldier so took a days leave to await delivery. I was then told at 1000hrs the next day that my item was not in the warehouse and they didn't know were it was. I had had enough of being messed about so asked for my money back. I was Told by the Decathlon customer service that it had been authorised by the financial team that my money would be back in my account in 3-5 working days. I have spent the last 7 days on the phone as my money had not been put in to my account. I was told by staff that they guaranteed it would be in my account for the last 7 days, it was not, I find it hard to believe that the staff of a so called professional organisation like decathlon did not have a clue why the money was not in my account. I eventually got my money back today nearly a month after I purchased the item, I have spent a lot of money on phone calls and have been hugely inconvenienced. All in all a nightmare as I thought at one point decathlon were not going to give me my money back. This is not an exaggeration you just need to look at the call log in the customer service department. In my job I can't afford to be that un professional. Gutted I had to Wright this as I would rather be on the cross trainer I wanted to buy but have been messed about to much, Regards, Neil”

Helpful Report

Posted 9 years ago

Dear Neil, we are incredibly sorry to hear this issue with your delivery. At DecathlonUK we aim to provide excellent customer service and ensure any qualms or problems experienced by our customers are dealt efficiently and professionally. However, it is clear that in this case we have failed to do this for which we are deeply apologetic. Should there be any unsolved issues with your order, please contact our customer loyalty team on 02070643000. Once again, we apologize for this inconvenience this caused and we thank you for your feedback and your time you took to forward it to us.

Posted 9 years ago

“Goods not delivered no communication I had to chase several times - eventually arrived 3 weeks late - no effort to compensate or rectify - you've blown my Christmas trade”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for contacting us. We are sorry to hear that you are not happy with the Decathlon delivery service. We will send your feedback to our UK Logistics Manager in order to make him aware of this issue. Our priority is to provide the customer the best service as possible and we will work on it to make a difference. Please, accept our apologies for the inconveniences caused and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused. Have a nice day.

Posted 9 years ago

“I ordered ice skates for my nephews birthday and paid the max fee for postage to ensure it was delivered on time. It advised that delivery would be this date at the very latest. Unfortunately it did not arrive on this date. Very disappointed with this service.”

Helpful Report

Posted 9 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 purchasing at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused.Have a nice day.

Posted 9 years ago

“The product I bought from you was very poor quality I used the racket 1 time and the head bent out of shape iv been playing badminton for over 25years and never had a racket like this.”

Helpful Report

Posted 9 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 items purchased in Decathlon. Please accept our apologies and we would like to inform you that at Decathlon you have 365 days to return even if your item was faulty and you could get a refund or exchange. Please feel free to contact our Costumer Loyalty team at 0207 064 3000 for more information. Have a nice day.

Posted 9 years ago

“My experience of buying anything via the website was extremely poor. 3 attempts to buy a small valued item and all 3 occasions the orde was pullled for fraud checks which lead me to cancel the order. I find it easier to visit the store. I attempted again to buy an item online, the 4th attemp eventually managed to get a order through on a click and collect. The communication email was really poor. I had to call to find out if the item was ready to collect, which at that point I gave up and did it the old fashion way and visit the store.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for contacting us. We are sorry to hear that you experienced problems with our online service. According to our policy, we are required to ask also for the ID in order to avoid the orders from fraud. Nevertheless, we will pass your feedback to the online department. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Everything. It's been 3 weeks now and still haven't received my order.”

Helpful Report

Posted 9 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 purchasing at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused.Have a nice day.

Posted 9 years ago

“I like you Werder Munch I ment 5 stars”

Helpful Report

Posted 9 years ago

Thank you very much for correction, we appreciate your feedback!

Posted 9 years ago

“Package a week late”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you have spent giving us your feedback.We are sorry to hear you have experienced problems with shopping at Decathlon. 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. Please accept our apologies for the inconveniences caused Have a nice day.

Posted 9 years ago

“I ordered a tracksuit and the size I was sent was wrong.I spoke to store who checked and had none in stock I was then told to call customer care who told me that the sizes are out of stock so rather than cancel my order I was just sent the wrong size which meant I then had to drive back to try store to return it and go to another shop to get a new present”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you have spent giving us your feedback.We are sorry to hear you have experienced problems with shopping at Decathlon. We apologise for any difficulties you have experienced with the stock and the sizing at Decathlon 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. Have a nice day.

Posted 9 years ago

“I ordered 2 pair of UK size 8 trainers on line and was sent UK 7.5. I enquired about getting replacements and whether available at Lakeside my nearest store (20+ miles) but all i got was instruction for returning the trainers. I called and was told replacements would be sent and again how to return. The subsequent email showed they had replaced with size UK 8.5. Called again to cancel completely”

Helpful Report

Posted 9 years ago

Dear customer. Thank you to contacting us. We are sorry to hear that you have experienced problems with the trainers 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 9 years ago

“Quality, delivery, returns, customer service”

Helpful Report

Posted 9 years ago

Dear Riaz, We are very sorry to hear your bad experience in shopping with us. We are deeply apologetic about the issues you faced and the inconvenience it may caused. Please contact our customer services team on 02070643000, should there be any unsolved issue with your order. Thank you for your feedback and we apologize again for the inconvenience.

Posted 9 years ago

“I ordered a road bike front wheel reduced from £44 to £27.99. Previous reviewers said to be cautious because they said they had been sent the £25 Triban wheel. Decathlon said they were sorting out the stock issue. Sure enough when I went to collect my wheel it was the Triban wheel but without the spindle (which it has instore for the £25). So I was being grossly overcharged and sold the wrong product, Staff were helpful but it all took time (to get a refund) and my entire trip was wasted. They tried to order the wheel I should have received but have not got back in touch with me. It has been taken of the website. Very poor experience all round.”

Helpful Report

Posted 9 years ago

Dear James, We are very sorry to hear about the mistake we made in your online order. Our customer services team has been trying to sort out the issue with the relevant department. Our aim to provide excellent products and service to our customers, however it is clear that in this case we failed to do so for which we are very sorry about. We thank you very much for taking the time to give us your feedback here and would like to ask you to contact our customer services department on 02070643000, should you nee any further help with your order. Thank you very much!

Posted 9 years ago

“I ordered a judo suit but got a karate suit instead.”

Helpful Report

Posted 9 years ago

Dear customer, Thank you for getting back to us. We are really sorry to hear about all the inconveniences you went through with your online purchase as this is not the level and quality of service we aim to provide to each of our customers. We hope you might be able to give Decathlon a second chance in the future. Please notice that you have 365 days to return if the item that you received was wrong.Thank you for your patience and understanding. Have a good day

Posted 9 years ago

“Product packaged poorly and item damaged. You arranged for collection but DHL didn't arrive and I waited in for them. Subsequently resolved but will never use again”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the times you have spent giving us your feedback. We are sorry to hear that you have experienced problems with your shopping at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution at your best convenience. Have a nice day.

Posted 9 years ago

“No service at Belfast store. Said on site had boots in size 10.5.did not have size asked assistant for help just shrugged his shoulders and said that's the only sizes we have on the shelf very unhelpful and rude. I drove 15 miles because it said they were in the store never again.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for having taken your time to send us your feedback. We are really sorry to hear about your bad experience at Decathlon in Belfast. We would like to inform you that we forwarded your comments to the store manager 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

“Quality of goods poor and unacceptable, wrong sizes. All goods returned. Won't use again.”

Helpful Report

Posted 9 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 purchasing at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused.Have a nice day.

Posted 9 years ago

“Inner tube on the rear wheel was punctured so it wasn't a very good experience to begin with. Decent paint job though, which was positive.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the times you have spent giving us your feedback. We are sorry to hear that you have experienced problems with your shopping at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution at your best convenience. Have a nice day.

Posted 9 years ago

“I spent time looking Goethe product I wanted and chose your company to purchase what I wanted. It didn't arrive and there was no note RE failed delivery attempt even though I was home. Next thing I know I'm getting a refund. With no explanation or attempt to redeliver. V annoyed!”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the times you have spent giving us your feedback. We are sorry to hear that you have experienced problems with your shopping at Decathlon. Please accept our apologies and we would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution at your best convenience. Have a nice day.

Posted 9 years ago

“Just had the worse visit ever. I was leaving the shop with a cheap t-shirt from Decathlon branch and I heard the alarm. A very rude security guy came asking my receipt and I said I didn't have it because I never carry paper in my bag, and as I pay by card I don't need one. I came back to the cashier to discover the Self Service till is not working and the transaction didn't go though. How should I know the machine is not working? I paid for the t-shirt and when I was leaving the same guy came accusing me of stealing, saying that I've just paid for that. I asked his name and he refused to tell me. I spoke with the manager, very nice guy, I believe his name is Andrea (He had a Italian flag) and he told me the name of the security guy is Salim. I always enjoy shopping in there, but after being accused of stealing a 6 pounds t-shirt, I'm not planning to come back.”

Helpful Report

Posted 9 years ago

Dear Karen, We are very sorry to hear about the issue you faced in one of our stores. Our aim is to provide excellent customer service through your full store experience and your feedback is very important to us in order to better these services. We are deeply apologetic about what has happened to you and would like to thank you for your time you took to forward it to us!

Posted 9 years ago

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

Decathlon Reviews

About Decathlon:

Phone:

Email:

Location: