Decathlon Reviews

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

4.4 Rating 11,536 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,536 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

“I ordered a diving BCD on 04/01/16 to be delivered on 09/01/16 tracked my order and it was being prepared then got email on 09/01/16 that it was out of stock. I was allowed to place the Oder the order was accepted and prepared then cancelled by Decathlon now my diving kit for my holiday in 3 weeks is incomplete and I have to start order all over again, which will certainly not be with decathlon it's disgusting customer service not Even an offer of another product at same value or slight discount to compensate, do Decathlon want loyal customers, I have shopped there for years but seriously reconsidering.”

Helpful Report

Posted 10 years ago

Dear Perry, thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our service and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. If an item ordered is not available, Decathlon.co.uk reserves the right to cancel the order, in which case You will be notified accordingly. If You place an order for several products one of which is unavailable, www.decathlon.co.uk will inform You accordingly. The rest of the order will be processed and dispatched to You within the time limit indicated on the Website. You may also choose to cancel your entire order, in which case You must inform the Decathlon.co.uk customer services department by phone or e-mail. The Website may also offer to replace the unavailable item with a similar item of similar quality with your prior agreement. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“ordered size 9 squash shoes on the 17th of November and received size 8.5!! send email to explain and got no reply, then called one of there shops and got the customer care number to return shoes this was done on 8th December and still not received the correct ones NOT very impressed with the service I have now been informed the shoes were being shipped on Monday and would be delived on Tuesday!! I waited in all day Tuesday to receive an email on Tuesday PM that the shoes would now be delivered on Wednesday (Joke) so I have now cancelled the order Thanks for nothing I WILL NEVER USE DECATHLON AGAIN”

Helpful Report

Posted 10 years ago

Dear Nicholas, We apologise for sending the incorrect shoes to you, I can see you have contacted one of our team who has created a new order for you which is now in the packed to send status which will be shipped out momentarily. Please accept our apologies for the inconvenience caused and thank you for your patience and understanding.

Posted 10 years ago

“Online service is shocking, still awaiting a refund for my order that didnt arrive to store, not had any response from online staff or any notification of delivery to store. In store staff friendly and provided item for me but i had to pay again, but reassured delivery would be refused and refund of online order would take place. Month later still nothing! Product is good for price, but i would advise using in store than ordering online.”

Helpful Report

Posted 10 years ago

Dear Gavin, Thank you for contacting us. We are sorry to hear you have experienced problems with your order. In regard to your request, we would like to confirm you we have placed the refund for the total amount of your click and collect order. This process may take up to 3-5 business days, depending on your bank account. Thank you for your patience. Please accept our apologies for any inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 10 years ago

“I had an issue with my purchase and was asked to provide photos which I did. Since then I have emailed several times to be told the pictures have not been received. I have resent the pictures and asked for a confirmation email and no reply. I have also emailed to ask if it would help if I emailed the pictures to another address. I am repeatedly ignored and fobbed off.”

Helpful Report

Posted 10 years ago

Dear Paul, Thank you for getting back to us. Regarding your request, I would like to inform you I can see in the system that our customer loyalty team has answered to all your emails and questions and your order has been approved after receiving the documents requested. If an anti-fraud check is carried out to ensure the security of customer transactions, Decathlon.co.uk may ask You to provide order validation documentation by fax or e-mail, such as one or more documents containing proof of your address and/or a copy of your identity card, before your order is confirmed. Your order will only be final once Decathlon.co.uk has received these documents and issued a confirmation e-mail. In the absence of these documents or if the documents do not establish your identity and address, Decathlon.co.uk reserves the right not to confirm the order. Decathlon.co.uk also reserves the right to reject an order in the event of an ongoing payment dispute or if a Customer has ordered an unusually high number of products or services. Thank you for your patience. Please feel free to contact us for any further questions. Have a good day!

Posted 10 years ago

“Very slow. Sizing completely inaccurate. Ordered small, way too small. Sent back, re-ordered medium. Still extremely small and doesn't seem to be any bigger than small! Won't bother ordering again”

Helpful Report

Posted 10 years ago

Dear Rachel, Thank you for your feedback. 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. We are sorry to know that you are not satisfied with our products in term of quality. For more information about our return process, please have a look at our website: http://www.decathlon.co.uk/return-policy.html Please feel free to contact us for any questions. Have a lovely evening!

Posted 10 years ago

“I have 1 star for this review as this relates to the worst ever lack of customer service. Abysmal to say the least. I cannot fault the shop from where I picked my item up from. This relates to an out of stock item but on the website I was allowed to email Decathlon requesting notification when the item would be available again. Never heard a word or had a reply. Time went by so I sent another email asking about the item being restocked. Again no reply. Just by chance after two months I went onto website to see the item available again but limited stock. Ordered and received it. Sent another email to decathlon customer service complaining of their lack of communication re my requested item. Guess what. NO REPLY. Worse customer service ever Decathlon”

Helpful Report

Posted 10 years ago

Dear Darryl, Thank you for contacting us. Regarding your comment, I would like to inform you we have no records in our system regarding other click and collect orders a part the one you collected in time. The communications we sent were the order creation, confirmation and that the parcel was ready to be collected. If you are referring to another account not linked to this email address, please feel free to contact our customer loyalty team at the following link and we will answer you in less than 24 hours: http://www.decathlon.co.uk/en/contactHome Have a good day!

Posted 10 years ago

“The instructions for attaching the bike to the trainer are fine, pretty straight forward. The instructions for attaching the sensors to the bike consist of one line drawing. I can't believe my bike is unusual but the pedal sensor is so far from the magnet it doesn't sense it, so I mounted the magnet on a piece of polystyrene bringing it close enough to work. On using the device I find it very flakey/ intermittent in operation, sometimes it works, other times, not. Sometimes it freezes then catches up, sometimes it doesn't work at all. There are no troubleshooting instructions? When my free time runs out I won't be subscribing to something that isn't worth the money ' cos it doesn't work.”

Helpful Report

Posted 10 years ago

Dear Roger, Thank you for contacting us. I am sorry to hear you have experienced problems with your new product. If you wish to contact our customer loyalty team for help, you may do so by phone on 02070643000 or via Contact form: http://www.decathlon.co.uk/customer-loyalty.html If you prefer to ask technical information you may speak directly to our experts in the store: 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 patience. Please feel free to contact us for any further questions. Have a good day!

Posted 10 years ago

“Your website is very difficult to use and seems like you have not done anything to it for many years. The customer experience is not very good.”

Helpful Report

Posted 10 years ago

Dear Richard, 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 10 years ago

“Was told that all my details in my phone wasn't enough ID proof even though my phone is built with a finger scanner has my bank details my debit card pictures of me my emails etc. Manager was very rude.”

Helpful Report

Posted 10 years ago

Dear Trevor, I am sorry to hear you have experienced problems with your visit to the store. If you wish to contact directly your local Decathlon store and manager please use the following link: 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 patience. Please accept our apologies for any inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 10 years ago

“I was sent the wrong model of the watch I bought . This was the second time the wrong model ( colour) was sent which makes me think you don't have all the range you advertise and just send what's ever in stock. I can't be bothered sending it back but won't be buying from you again!”

Helpful Report

Posted 10 years ago

Dear Fred, Thank you for contacting us. I am sorry to hear you have experienced problems with your order. I would like to confirm you I have just sent you an email with all the instruction to send us back the product free of charge if you wish. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 10 years ago

“The shop is great and the kit you sell is brilliant, but that all goes wrong when a customer orders something on-line. Once they have your e-mail address you get bombarded several times per day with spam messages and its impossible to stop them. Decathlon - please leave me alone.”

Helpful Report

Posted 10 years ago

Dear Anthony, Thank you for contacting us. I am sorry to hear you have experienced problems with our communications system. Regarding your request, I would like to confirm you I have changed your communications preferences into your personal account and now the option is "OFF". Please allow up to 48 hours for the change to be effective and not that you might receive few emails for this week as it is an automatic system already scheduled. Thank you for your patience. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 10 years ago

“Had a few issues with delivery where I was told the wrong dates and told to wait in and the item did not come because it was out of stock and no phone call... I got the exchange which was fine but not the best bike for the money and time I invested.”

Helpful Report

Posted 10 years ago

Dear Michael, We are sorry to hear you experienced problems regarding your order. At Decathlon we pride ourselves on making the customer happy, if you are not satisfied with your product you have 365 days to return it for a full refund or exchange from day of purchase.. Please accept our apologies for any inconvenience this has caused. Thanks for your understanding and have a pleasant day.

Posted 10 years ago

“Bike ordered for my daughters birthday well in advance. Delivery scheduled for the Tuesday. Took a day off work, waited all day. No bike. Email arrived to say would now come Thursday. On Thursday I got my parents to wait in, I couldn't take another day off. No bike came Thursday. Got a further email to say it would be delivered on Friday. This time I got my neighbour to wait in for it. 4pm Friday, my neighbour phones me at work to say no bike yet. I call Decathalon and they advise me it will be Monday before the bike arrives. You try telling a 4 year old they won't be getting their birthday present on their birthday. NOT GOOD ENOUGH DECATHALON. APPALLED BY THE SERVICE. WONT BE USING YOU AGAIN.”

Helpful Report

Posted 10 years ago

“The wrong parcel was delivered. The delivery was signed for and so it has been closed on the website!”

Helpful Report

Posted 10 years ago

“Tuke them 3 weeks to deliver, when I collect the goods t-shirt missing, send me a email telling me thy will send me £10 voucher, witch thy never send it to me, I will naver order from decathlon agn”

Helpful Report

Posted 10 years ago

“My original order was due to arrive at the store within 3 working days. I checked with the store on 2 occasions after 5 days only to be told the order hasn't arrived. It was only after 2 lengthy telephone calls it was found that the goods were lost. The goods had to be ordered again and I had to wait a further 3 days before receiving them at home.”

Helpful Report

Posted 10 years ago

“I purchased a product and was not informed of when it was despatched (especially as it was sent to an intermediate address rather than my home address). In trying to contact the company to have it re-sent their website does not work so there is no way of getting in touch with them. Very poor.”

Helpful Report

Posted 10 years ago

“Very, very stisf. Thank You!”

Helpful Report

Posted 10 years ago

“You sent me the wrong order in the post and I had to take order back to the shop in Reading Berks, because the website would not let me return item without getting a refund as only wanted my original order. Not very happy and out of an hour and half of my times as wells petrol money!”

Helpful Report

Posted 10 years ago

“Returns in store took 45 minutes and I had to argue to get the price on my invoice refunded, even the delivery charge was argued about. I will never order again.”

Helpful Report

Posted 10 years ago

Decathlon is rated 4.4 based on 11,536 reviews