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

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

Posted 8 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 8 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 8 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 8 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 8 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 8 years ago

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

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 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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

“Was given a SPECIFIC DATE for Delivery - My wife took the day off work for the collection - Delivery did not arrive - no call or anything - needed for birthday present - no date given for new delivery - after ringing twice I was told they could not deliver as road to narrow - we have had hundreds of deliveries and a massive rubbish collection truck and bus go up and down with no problems!!!!!”

Helpful Report

Posted 8 years ago

Dear customer. Thank you for having taken your time to send us your feedback. We are sorry to hear that you have felt this way about your online shopping at Decathlon. We apologise for the inconvenience that we caused to you and if you would like to discuss this further please feel do not hesitate to contact your Customer Loyalty team at 0207 064 3000. They will be happy to help you have a nice evening.

Posted 8 years ago

“i ordered a black watch strap and payed for next day delivery, waited over a week and got a blue strap. i am waiting for the strap i paid for. as they have there are none in stock i will have to call once again, and hopefully get a proper answer,”

Helpful Report

Posted 8 years ago

Hello. Thank you for having taken the time providing us your feedback. We are very sorry to hear about the service that you have received while shopping with Decathlon online. Please accept our apologies for the inconveniences that we might have caused you. We would suggest you to contact our Customer Loyalty Team on 0207 064 3000 or via customer.enquiries@decathlon.com who will be able to find a solution to our mistake. Thank you for your patience and have a lovely day!

Posted 8 years ago

“Visited Surrey quays 6th October in evening to buy some parts for my triban 500. Was sold the wrong parts. Even when I queried it staff couldn't be bothered to check. Very unhelpful not impressed. Now have to make a return journey to try and get correct parts.”

Helpful Report

Posted 8 years ago

Dear customer. Thank you for having taken your time to send us your feedback. We are really sorry to hear that you are not satisfied with your recent experience in Surrey Quays store. We appreciate your feedback as we are trying to improve our services every day to make sport more accessible to everyone. Your feedback has been forwarded to the store manager to make him aware of your situation and avoid this situation happen again in the future. We hope to see you in Decathlon again soon have a nice day.

Posted 8 years ago

“My order did not arrive. Decathlon's deliverers claim that my address (that has received thousands of letters and parcels over the last 35 years) is `incomplete'. The deliverer (Post Office I am told) claimed to have tried to deliver two days ago but the first I heard about this was when I received an email informing me that my credit card had been refunded. I have spoken to customer service who was unable to help and I has not offered any compensation for my inconvenience. I have re-ordered the shoes and will try click and collect to a store - a service that takes another 5 days....”

Helpful Report

Posted 8 years ago

Dear customer. Thank you for having taken your time to send us your feedback. We are sorry to hear that you have experienced problems with your delivery. Please do not hesitate to contact our Customer Loyalty Team on 02070643000 and they will help you. Hope to see you in Decathlon again soon. Have a good day.

Posted 8 years ago

“Order late and kit not right size!!!”

Helpful Report

Posted 8 years ago

Hello Zayn. Thank you for having taken your time to send us your feedback. We are sorry to hear that it has been a delay on handling your order but we really hope your future experiences will be more enjoyable. For any future situations please do not hesitate to contact our Customer Loyalty Team on 02070643000. We do apologise for all the inconvenience caused. Have a good day

Posted 8 years ago

“I ordered bike for home delivery. I organised my day for this but also my weekend on the back of taking delivery. The tracking stated that it was out for delivery at 10:00hrs. As the end of the day was nearing I checked the tracker again. The status was now, 'to be delivered in the next delivery cycle'. What does that mean? Sat, Sun, Monday, when? I called customer services how in fairness handled my call quickly, promptly and efficiently. They informed me that DHL were running late so could not deliver. Excuse me DHL just because you want an early dart on Friday doesn't help me with having to take time off nor my plans for the weekend let alone trying to take more time off. Full refund requested. Logistics are your obvious downfall Decathlon.”

Helpful Report

Posted 8 years ago

Hello Matt. Thank you for having taken your time to send us your feedback. We are really sorry to hear about the delay on handling your order. We can confirm that our Logistics Team is aware of your comments in order to avoid this situations in the future. We do apologise for all the inconvenience caused. Hope to see you in Decathlon again. Have a good day.

Posted 8 years ago

“24/8/16 order placed 02/09/16 order ready to be collected 05/09/16 order been returned 06/09/16 10.26 am order ready to collect 06/09/16 17.17 pm account refunded 07/09/16 went to collect parcel from Croydon (20 min drive) having been assured by Customer Services that the parcel was there ready to collect. Surprise surprise it wasn't. Manager said he would look into it and try and arrange for my order to be delivered to my home address. Said he would call me - he didn't 09/09/16 rang Croydon branch, spoke to Manager again said he would call me back - he didn't! Am I impressed - NO”

Helpful Report

Posted 8 years ago

Dear Alison. Thank you for having taken your time to send us your feedback. We are sorry to hear about your bad experience when ordering from our online platform. We do apologise for all the inconvenience caused and we hope your future experiences with us will be more pleasant. Have a nice day.

Posted 8 years ago

“You failed to deliver the goods when you said you would and left my child with no kit for her gymnastics lesson”

Helpful Report

Posted 8 years ago

Dear Kate. Thank you for having taken your time to send us your feedback. We are really sorry to hear about your bad experience with us. Our Logistics Team is aware of your comments and we are working to avoid this situations in the future. We do apologise for all the inconvenience caused. Have a good day.

Posted 8 years ago

“Didn't want the order, could not cancel, have had to wait for order to be delivered to a shop to collect, refuse to pick the order up and wait for it to be returned to Decathlon. No communication on the order been returned to them or how I go about getting a refund of almost £50, bizarre returns scheme and unsure whether to use Decathlon again in future.”

Helpful Report

Posted 8 years ago

Dear Needler. Thank you for having taken your time to send us your feedback. We have forwarded your comments to our Logistics Team to make them aware of your situation as our aim is to improve our service. At the moment, only if the status of the order allow us, we are able to modify and cancel the orders. As well as depending on the courier we have more or less restrictions. We do apologise for all the inconvenience caused. Have a good day.

Posted 8 years ago

“Sizes were completely not a large”

Helpful Report

Posted 8 years ago

Dear Tim. Thank you for having taken your time to send us your feedback. Our aim is to improve our services so we thank you for your comments as it help us to make the relevant modifications. Please do not hesitate to contact our Customer Loyalty Team on 02070643000 and they will arrange your exchange order or return form. We do apologise for all the inconveniences caused. Have a good day.

Posted 8 years ago

“Everything! Online ordering system is flawed, and placing an order is no guarantee it will be processed. Customer service is a pointless waste of space, and I will not be using them ever again.”

Helpful Report

Posted 8 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about your recent shopping experience with Decathlon and about many issued you had to go through. Your feedback has been forwarded to both logistics team at the warehouse and our customer service who will make sure this does not happen again. We appreciate your time and patience spent and if you will have any questions, please feel free to contact us and we are here to help. Our contact number is 0207 064 3000 and http://www.decathlon.co.uk/contact-us.html. Have a lovely day!

Posted 8 years ago

“Ordered a pair of 8.5 adidas world cups and was sent size 9. Later ordered a pair of 8.5 adidas copa mundial but again was sent size 9.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your feedback and time spent. We are sorry to hear that numerous times items you have ordered from us arrived in the wrong size. This should never be the case and we are sorry for this. We have forwarded your message to our product manager for team sports as well as our warehouse team to investigate and we hope this issue will be fixed as soon as possible. We appreciate your time spent and patience on this matter and if you will have any questions, please feel free to contact us on 0207 064 3000 or via email customer.enquiries@decathlon.com Have a lovely day!

Posted 8 years ago

“I still have not received my items that were order on the 20/08/2016, it is now 22/09/2016.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your time and feedback left. We are very sorry to hear that your order is still not with you. We can see that you ordered it on 20/8/2016 and it should have been with you by the 1st of September. In order to have this fixed ASAP, we have contacted our IT department located in France who are currently looking to find the reason of this delay and solution. Please accept our apologies for this delay and IT issue with your order. We will contact (by contact details provided on your online account) you with an update as soon as we have more information and solution for you. Thank you very much for your patience and have a great day!

Posted 8 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