Decathlon Reviews

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

4.4 Rating 11,525 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,525 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

“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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

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

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 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 8 years ago

“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 8 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 8 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 8 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 8 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 8 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 8 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 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

“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 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 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 8 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 8 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 8 years ago

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

Helpful Report

Posted 8 years ago

“I like you Werder Munch I ment 5 stars”

Helpful Report

Posted 8 years ago

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

Posted 8 years ago

“Package a week late”

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 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 8 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 8 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 8 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 8 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 8 years ago

“Quality, delivery, returns, customer service”

Helpful Report

Posted 8 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 8 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 8 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 8 years ago

Decathlon is rated 4.4 based on 11,525 reviews