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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Wish I had read reviews before shopping. Have suffered same as the rest: ordered £60 worth of goods for Christmas gifts for grandchildren, with firm commitment that order would be prepared by 20 December. Now 21st and my order still 'in process' stage. Note that company has taken my cash! Telephoned/emailed 'customer loyalty team' but calls ignored. Web site is very grand, but service is lousy. I want to cancel order before delivery (but not able to). Last minute shopping now for alternatives ... and, to cap it all, looks like I'm liable to pay for return postage when goods eventually arrive! Bad experience.”

Helpful Report

Posted 8 years ago

“Appalling customer service, no response to many attempts to contact them, no response to email / twitter or numerous phone calls. Have spent over £2000 on cycle equipment over the past twelve months, can not say how much I will spend over the next twelve months but one thing for sure none of it will be with this company.”

Helpful Report

Posted 8 years ago

“Appalling service. Part of my order was missing to the value of £65. Nobody answers the phone or responds to messages left on the answer phone. When I emailed I just got an automated response. I have been trying to speak to someone for 5 days and have still not been able to sort the problem. A very poor show Decathlon”

Helpful Report

Posted 8 years ago

“Placed an order a week ago and they still have not processed it. I have emailed them repeatedly, called numerously, all attempts have been unsuccessful. No-one answers the phones. All feels a bit "dodgey". My recommendation - SHOP SOMEWHERE ELSE”

Helpful Report

Posted 8 years ago

“Joke of a company first order i placed seemingly got lost so reordered which on the 13th was told I would have it on the 19th but still not even processed I have tried phoning sent emails and social media with no reply will never use this place again”

Helpful Report

Posted 8 years ago

“Like most people here placed an online order that has not progressed beyond the "in progress" stage despite the delivery date (to Asda) having passed. Unable to contact via email, telephone or IM. Very poor for a large company in this day and age. It goes without saying that I will not bother shopping with them next time which is a shame as I have never had issues instore.”

Helpful Report

Posted 8 years ago

“Item not delivered for click & collect from store. Decathlon has the worst online customer service (just read the recent reviews). Items intended as Christmas presents but will now have to find goods else ware and return these ordered items when or if they ever materialise. A company that really shouldn't be running an online service as it can't provide the goods but will happily take your money. A very unhappy customer.”

Helpful Report

Posted 8 years ago

“Order placed on the 13th December with Delivery for the 20/12/16 - still no products, no answer on the phone, no replies to emails, no replies on social media as to when my delivery will actually leave their warehouse. Total joke and no way to run a business. Will not be using Decathlon again. Other reviews seem to say a similar story as well.”

Helpful Report

Posted 8 years ago

“Dreadful service - arranged for delivery of a bike 06.12.2016 - did not turn up, rearranged and did not turn up again. Was arranged further for 19.12.2016 still not turned up - no one answering phones - not impressed at all.... have lost 4 days holiday from work now and will have a very disappointed boy on Xmas day”

Helpful Report

Posted 8 years ago

“Ordered 2 bikes for our sone on the 7/12/16. Told they would arrive on the 13/12/16 but nothing arrived. Managed to speak to someone on the phone with conflicting info. First it was a problem with the ferries at Calais and then it was a problem with the warehouse!!! Which is it?????? I think the customer service staff have gone on holiday, as try as I might I cannot speak to a human. Very much doubt that my boys will get their bikes for Christmas now. Very poor show. Answer your bloody phones!!!!!!!!!”

Helpful Report

Posted 8 years ago

“I wish I'd read here first!!! Xmas present ordered 6th December, money taken and still hasn't been delivered. Lied to by customer services. What a joke!!!! Never again ????”

Helpful Report

Posted 8 years ago

“Like everyone else by the looks of it place an order money taken order not delivered no way to contact company do not use”

Helpful Report

Posted 8 years ago

“I placed an order 15th Dec as i thought in time for a Christmas delivery however the estimated delivery date is showing 28th. I have emailed and phoned to confirm if delivery will be by Christmas but noone is getting back to me. I need to know if i have to cancel order and go elsewhere as time is running out! How is everyone else finding customer service as it has now been over 5 days since my order was placed. Everything is in stock and showed as processed within 2 days????”

Helpful Report

Posted 8 years ago

“The item was not delivered on time and tried to call the store and the customer loyalty team but no one answered. First time and last time I order from you.”

Helpful Report

Posted 8 years ago

“I placed an order that was supposed to be prepared by 14/12 (it was Christmas presents). It is now 19/12 and it is still being prepared. I've tried phoning to chase what is happening and it is impossible to get through. I've left a phone message but noone has called back. I had a lot of difficulty setting up an account in the first place. There is no email address on the website so I can't make an email enquiry. Really VERY POOR ALL ROUND.”

Helpful Report

Posted 8 years ago

Dear Penny, We are very sorry that you have had such an unsatisfying service from ourselves. Regrettably we were unable to update our customers on the delays in advance. We have now made all necessary actions to avoid any similar issues in the future. We are truly sorry that this has effected you and that you were unable to get through to us due to the high volume of our incoming calls. We hope you have had your case sorted out with our Customer Loyalty Team and there are no further issues regarding it, however, should you need to speak to someone, please give them a ring on 02070643000 or contact them via https://www.decathlon.co.uk/contact-us.html. Thank you for your time and patience and have a lovely afternoon!

Posted 8 years ago

“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

“I turned up and wanted to buy a bike. I was happy with the Hoprider though noticed that the one from he shelf had scratches and wasn't 100 % clean so demanded a new one. They had one more left on the shelf and being told it is the same I bought that one. When I left the store and started cycling I noticed that the saddle was way too low so returned to the store only to realise that I was sold he wrong bike. The one they sold me was M when the other one I initially tried was L. I am glad I realised as clearly this went beyond he cycling department... I then had to order online and wait for 6 days. When I asked to have different pannier racks (for a clip-on basket) they faffed around a bit and wanted to charge but on speaking to the duty manager and explaining the screw-up from the previous week she gave me the panniers for free.”

Helpful Report

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

“I needed some parts replaced and fitted for my bike. As I use it as part of my daily commute to travel to work, it was important and urgent. From the first phone call to describe which part was broken as I didn't know the right names for them, to the point where I picked the bike up, I had nothing but great service. I only dealt with Craig from the workshop in the Coventry arena but he was outstanding. He was patient and helpful on the phone, efficient in the shop by ordering the right parts from another store and it was fitted really well and quickly, all that for a very reasonable price. Can't fault it!”

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

Decathlon is rated 4.4 based on 11,527 reviews