Decathlon Reviews

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

4.4 Rating 11,542 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,542 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

“My order has still not arrived!!!! I contacted ipost and they are completely unhelpful!!!”

Helpful Report

Posted 9 years ago

Dear Sophia. Thank you for contacting us. We are sorry to hear that you have experienced problems with your online order. Regarding your enquiry, we would like to suggest you to contact our Customer Loyalty Team at 0207 064 2000 or via email at customer.enquiries@decathlon.com who will be find a solution at your best convenience. Please accept out apologies for all the inconvenience caused to you. Have a nice day.

Posted 9 years ago

“I have been waiting months for my order! Only to be refunded because they are out of stock!!!”

Helpful Report

Posted 9 years ago

Dear customer, thank you for contacting us. We are sorry to hear that you have experienced a delay with your order. No order should take more than a week (at the absolute maximum) to be delivered. For this we are deeply apologetic. In regards to the item being our of stock, this would have been due to the item that was going to be sent out to you was found to be faulty by our warehouse team. They they informed us who would have informed you, however we are not sure as to why this was delayed and you were left without communication for so long. We would appreciate it if you sent us the order details (Customer.enquriries@Decathlon.com or called us 0207 064 3000) so we are able to investigate this further and find out what exactly lead to this. Once again, we are deeply apologetic and we thank you for your patience and for bringing this to our attention.

Posted 9 years ago

“Spent nearly FIVE HUNDRED POUNDS with them, I have tried for the past Fourteen days, to get the amount of 'loyalty points on to my account, loads of e-mails, absolutely useless Customer Services, thus the matter is still unresolved. Shop staff unable to help, online team detached, evry time 'another' employee, un aware of the issue, yet repeatedly unable to resolve a VERY SIMPLE error on their part.... What do I can to gain for a £500 spend, a Fiver.... WHOOPY...... And they can't even get that right...... Are they Sportsdirect, by a different name?????”

Helpful Report

Posted 9 years ago

Dear James, thank you for contacting us. We are sorry to hear that you have experienced problems with adding your receipt to the account to gain points. If you send us an email (Customer.Enquiries@Decathlon.com) or call us: 0207 064 3000 and provide us with the long number on the barcode and the amount on the receipt or email us an attached image we can add this purchase to you. Our points system runs on a 1:1 ratio (£1 = 1 point) Every 250 points collected will be transferred to a £5 E-voucher. Therefore, for £500 you should receive a £10 E-voucher. If you have less than 500 points then you will get a £5 E-voucher and the remaining points will be held on your account to go towards the next E-voucher. We are deeply apologetic for what has happened and we aim to resolve this as soon as possible. Thank you for bringing this to our attention. We will use your feedback to continue to work towards improvements with our service and other aspects of the company. Have a lovely day!

Posted 9 years ago

“Nothing. Delivery quick etc. Only thing is i had to sign up to an online account when all i wanted to do is buy something. Cant unsubscribe either or close account down. Marked as spam email now.”

Helpful Report

Posted 9 years ago

Dear Michael, thank you for contacting us to provide us with your feedback. We are sorry to hear you are having trouble with closing your account. We will contact our IT team as there should be an option to do so. If you would like to email us (customer.enquiries@Decathlon.com) or call us 0207 064 3000 and provide us with your account details, we will be more than happy to terminate your account for you. Once again we apologise for any inconvenience this may have caused and we thank you for bringing this to our attention. Have a lovely day!

Posted 9 years ago

“Just not happy with customer service and the time it took goods to be located.”

Helpful Report

Posted 9 years ago

Dear customer, thank you for taking the time to write to us with your feedback. We are incredibly sorry to hear that the level of customer service you received was not satisfactory. We aim to deliver excellent customer service to all of our customers and it is apparent that in this case, we have failed to deliver this to you. We will be using your feedback to help improve our services, and if you wish to send us further details on the service you received to Customer.Enquiries@Decathlon.com we would be happy to investigate the situation further for you. Once again, we apologise for any inconveniences caused due to the delay in receiving your items and for the lack of service you felt you received. Thank you for bringing this to our attention. Have a lovely day!

Posted 9 years ago

“It took almost 1 'month to receive my purchase!!!”

Helpful Report

Posted 9 years ago

Dear Archimede, we are so sorry to hear this and we thank you for your feedback. Please send us an email containing your order number "DCUK". We will investigate why your order took so long to arrive. Once we have this information we will be able to improve our services, to prevent this from happening in the future. (Customer.Enquiries@Decathlon.com or call us on: 0207 064 3000) Once again, we are deeply apologetic for what has happened and we will use your feedback in order to better our services. Thank you for taking the time to write to us.

Posted 9 years ago

“I am absolutely fuming, paid for and ordered 2 new rugs for my horse, 2 days before supposed to be delivered they email to say not available, so order cancelled, money refund within 7 days, 11 days later still no refund, contacted decathlon but no answer to why I haven't received it, meanwhile my horse is freezing her butt off ????????????.”

Helpful Report

Posted 9 years ago

Dear Craig, we are incredibly sorry to hear this. At DecathlonUK we aim to provide excellent customer service and ensure any qualms or problems experienced by our customers are dealt with both efficiently and professionally. However, it is apparent that in this instance we have failed you of this. For this, we are deeply apologetic. Upon further investigation, we have discovered that once the order had been placed, and our warehouse team went to pick the items to pack and send, they discovered that the items were in fact faulty. As soon as the warehouse team informed us of this, we then informed you. Therefore, saving you from receiving a faulty product and from having to deal with the hassle of sending an item back for a replacement/refund. In regards to the refund that you should have received, please contact our Customer Loyalty Team on 0207 064 3000 or email Customer.Enquiries@decathlon.com along with your original order number and we will investigate this for you. Once again, we apologise for this inconvenience and we thank you for your feedback.

Posted 9 years ago

“I buy a bag online , i receive that is delivered to the store but i dont find it when i go . they ask me to come tomorrow and the just call me to tell that it dont come and MAYBE tomorrow you get it maybe not . Hope the Money refund will not as bad as this”

Decathlon 1 star review on 16th November 2016

Helpful Report

Posted 9 years ago

“It took 35 minutes to exit the car park at Wednesbury - mainly because the car park next door being dug up and some numptie trying to direct the traffic and making it worse.”

Helpful Report

Posted 9 years ago

“I ordered running shoes, and Decathlon decided to send the wrong size (9 instead of 9.5). Now I need to pay for the return shipment....... Quite unacceptable.”

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 the running shoes 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 or via customer.enquiries@decathlon.com who will be able to find a solution regarding your shipping costs. Please, accept our apologies for the inconveniences caused. Have a nice day

Posted 9 years ago

“Only received the cheaper of two items ordered. DX delivery say they were only given one item. Records show both delivered. Hope this is resolved soon. A very upset and disappointed customer so far!”

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 online purchased. We are trying to improve our delivery services every day to make sport more accessible to everyone. 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

“crap web site and response from customer support was unhelpful. I can log into my account but when i want to change my preferences the website forces me to log in again but it never completes my request and the wheel just keeps whirring and i have tried many many times. Asked customer support to change my preferences for me as i do not want to receive newsletters and adverts and junk etc but they say that cannot help. would now just like to close account but that wont happen either. Despite there being some good items i will never shop on a website that continues to bombard me with emails when i dont want them”

Helpful Report

Posted 9 years ago

Dear customer. We really appreciate the time you have taken to give us your feedback and apologize for any difficulties you have experienced with the communications and newsletter from Decathlon. We would like to suggest you to contact our Customer Loyalty team via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused.Thank you for your understanding. Have a lovely day!

Posted 9 years ago

“ordered some clothes on the 20/10 /16 I received a email that I would receive parcel on the 21/10/16 next day delivery received nothing waited until 23rd still nothing. contacted them 3 times over the next 3 days was told its out for delivery and it will be with me that day every time I rang the person on the phone was very rude can say customer service is very poor. rang then on the 28th Friday was told definitely be there today checked my email there was a email from courier saying if I don't receive it by Monday contact decathlon for a new parcel to be sent .so I then ring decathlon back up to which some other clown who was so rude told me a refund had been processed previous day it was nothing but LIES after LIES all the time avoid this company”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with the service received 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. Please accept our apologies for any inconvenience and we would like to suggest you to contact our Customer Loyalty Team at customer.enquiries@decathlon.com who will find a solution for your problem. Have a nice day!

Posted 9 years ago

“When I picked up my order from the UPS store there was not 1 item from my order in the box, at the same time I received an email saying my return had been processed and I will receive a full refund in 7 days. I called customer service to see what was happening and they just said I will get a refund but did not know why and they will look into it and call me back. I had heard nothing by mid morning the next day so made contact through the contact us facility and never heard anything back so tried calling again. I was then told there was an IT issue and if I want the things I ordered I would have to order them all again. So I am left with no goods, out of pocket for the week, some stuff I don't want and unable to do the things I bought the goods to do.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you spent for giving us your feedback. We are sorry to hear that you have experienced problems with your online order. Regarding your request, we would like to inform you that unfortunately we had I.T issues. Please do not hesitate to contact Customer Loyalty team on 0207 064 3000 to ask for an alternative and more convenient solution. We hope to see you soon for a better experience at Decathlon! Have a lovely day!

Posted 9 years ago

“The order that I received is not the same as the product on the picture. It's ridiculous that you have to send the order back instead ( and pay for the postage yourself) of just being able to return it from the shop taht you got it from.”

Helpful Report

Posted 9 years ago

We are sorry to hear of the inconvenience you have experienced regarding your order. You are able to return your item to any of our Decathlon stores for a full refund/exchange. Returning by post is only one of the two options we provide. To read more about this please visit: http://contact.decathlon.com/decathlonukcom/template.do;jsessionid=696F11C9B8F0F3DE9A579BE398F9B9E7?id=2811 If you would like to discuss this further then please contact out Customer Loyalty Team: 0207 064 3000 who will be happy to assist with any queries. We hope this helps.

Posted 9 years ago

“£11 to return items that didn't fit, awful service when all over the packaging and website is free delivery! A con”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for contacting us. We are sorry to hear that you have experienced problems with your online order. We would like to suggest you to contact our Customer Loyalty team at 0207 064 3000 or via customer.enquiries@decathlon.com. They will look into your case. Have a nice day!

Posted 9 years ago

“Ordered a bike on the 20th October and its now the 25th and its not here. the team say it was coming from eu although they had plenty when in store I didnt make my mind up and the stores about 2 hours trip for me :-(”

Helpful Report

Posted 9 years ago

Dear Sam, Thank you for contacting us and for having taken the time providing us your feedback. We are sorry to hear you have not received your bike yet. As our Customer Loyalty Team informed, for online purchases, the stock of that bike comes from one of our international warehouses and may take longer in order to be delivered. We would suggest you to contact our Customer Services on 02070643000 to get more updates regarding the estimated delivery date. We do apologies for any inconveniences we might caused and hope to see you shopping with us soon! Have a nice day.

Posted 9 years ago

“I feel extremely disappointed about Decathlon online store system. Really poor build, confusing and wrongly related links. So shame about this store! I was expecting a clearer system, more efficient and easy to use. I am totally not happy with the way your website is build, very confusing and unclear. several links for the same details, but these links are well hidden in different places. Poor management of the website system!!! I have changed/updated several months ago my details address under “my personal details” link. However, who would think that there is another, totally different place, under another link, few rows down the same page, link that has again two address option: one for billing and one for delivery address. Ok, I would say, you want to have the option to add more addresses, that is a good idea. But why on earth this has to be in a totally different place, under a different link, and to create the “my address book” as a separate option? Why someone who changes the address in one place has to go and walk through the rest of website under a different link to do so. Why not in the same place, under the same already opened page, on “my personal details”, why has to be separate? And you would go to check a different link only if presumingly you have already thought that “it has to be another place, this one here is not enough” for more updates on my details/address. What is this?...a catch 22 game? Whoever build this web system need to go back on school for basic web development principles. If this system is clear and intuitive I am the Pope, the bishop of Rome… which I am not. If you restructure the system of your website I might return back to you if not …I am happy with amazon online store. Sincerely yours, CostinD”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with the service received for your purchasing at Decathlon and we really appreciate your review as we are trying to improve our services every day. We will forward your enquiry regarding our website to our Digital team who will take this in consideration for the future. Please do not hesitate to contact our Customer Loyalty team on 0207 064 3000 to ask for an alternative and more convenient solution. 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 9 years ago

“My items didn't turn up! I got the email to say they were dispatched but they never got delivered. The next thing I knew I had been given a refund! So I am still in need of my cycle equipment.”

Helpful Report

Posted 9 years ago

Dear customer. Thank you for contacting us and spend your time to giving us your feedback. We are sorry to hear that you have experienced problems with your online order. Regarding your request, 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 look into your case and find the most suitable solution for you. Thank you for your understanding. Have a nice afternoon!

Posted 9 years ago

“Received an item that was ripped and now have to go through the inconvenience of returning it”

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 received a faulty item from your shopping online. 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

Decathlon is rated 4.4 based on 11,542 reviews