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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was extremely disappointed I ordered something for a work colleague as we had a secret Santa on 15th Dec when I ordered it I was informed it would be in store for collection on 12th Dec but I received an email on 14th Dec informing that the product was no longer available. I don't think I was refunded either. I had to try to find another gift for my colleague. I will never shop with this store again.”

Helpful Report

Posted 9 years ago

Dear Suzanne, 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 £11.49. We sent you an email regarding the replacement or refund option on the 05/01/2016 and we were waiting your kind answer. Thank you for your patience. Please feel free to contact us for any further questions. Have a good day!

Posted 9 years ago

“Sorry but I probably won't be buying from Decathlon again. I travelled 30 miles to my nearest store. The item I ordered wasn't in stock so was ordered. I received an email saying it was in store and I had a week to collect it. I went after 3 days to be told by the customer service manager that it had been sent back as the 7 days began from when the item was ordered, not when it was received at the store. Even so, it was only 6 days since I ordered it. I was told to phone customer services ( at my own expense) when I was told that the store was wrong, and my order was reinstated. I then went to collect it a few days later and complained about my treatment. I was offered no apology or any compensation for the fact that I had had a wasted 60 mile journey and the inconvenience of making the journey twice. I do not think that this is good enough customer service for me to make the journey to use the store again.”

Helpful Report

Posted 9 years ago

Dear Cathryn, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our services and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I would like to confirm you I have forwarded your email to the Stockport store manager and he will be able to avoid similar issues with the click and collect service in the future. 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

“Both pairs of boys swim shorts were sized by age. There was no sizing guide online. The shorts were way too small. So I regarded them as faulty because they were mis-sized. Customer services wouldn't accept that and wouldn't pay for return postage. I did eventually get a refund of the cost of the shorts. I won't be shopping at Decathlon again.”

Helpful Report

Posted 9 years ago

Dear Marie, We are sorry to hear that you experienced problems with our size guide. You may double check it at the following link: http://www.decathlon.co.uk/size-guide.html For more information on the return procedure please have a look below: http://www.decathlon.co.uk/return-policy.html 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 9 years ago

“Ordered two pairs of shorts online when i received the package it was rollerblading equipment for a young child and adult. I rang up and told me i could have one of the pairs i ordered but the other was out of stock and i could choose what other pair i wanted. I then rang them back confirming this and they said it will be in the post. When i received the package there was only one pair of shorts in there and i had to ring them back again the guy i spoke to was not very helpful but confirmed the other pair would be in the post in the next 3 days and when it arrived it was exactly the same pair as i already got. So i gave up all for 2 pairs of shorts i would not recommend using the company again.”

Helpful Report

Posted 9 years ago

Dear Matthew, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our deliveries and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. 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

“I was wrong in the size, I asked clearly about one size bigger and they resent me the SAME size. I phoned complaining about this and they said me that they were run out of my product with no chance to have my correct size.”

Helpful Report

Posted 9 years ago

Hello, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our delivery and the service you received from us. We really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We will pass your feedback to our Supply manager and it will be taken into consideration. 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

“I ordered a bike which came late and was slightly damaged (the rear light was broken). I had various conversations with customer services and they were less than helpful. The light is still broken and there was no follow up from customer services. Very unhappy with the service that I received.”

Helpful Report

Posted 9 years ago

Dear Colin, Thank you for the time you spent for giving us your feedback! We really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We will pass your feedback to our National Sports manager for Cycling so that same issue would not happen again. We hope to see you soon for an even better experience at Decathlon! Please feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“you can not send articles to germany”

Helpful Report

Posted 9 years ago

Hello. Thank you for having taken your time to send us your feedback. Unfortunately, at the moment, we are currently only delivering within the UK. We have forwarded your feedback to the correct department and we hope that changes will be done soon as our aim is to make sports accessible to all. We do apologies for any inconvenience caused. Have a nice day!

Posted 9 years ago

“After being sent from an inquiry desk to the till then to an order screen to place an order. order placed and queued at till where they could not find the order, back to the order point to place it again. Back to till where they could not find it again despite now having 2 emails to confirm the order had been placed. A long wait for the order to be retrieved and payment was made. With the exception of Josh no one else seemed to have any idea of how to deal with our query. i would also suggest there is a conversion chart displayed at the order screens to enable us to work out which of you European size we need. :(”

Helpful Report

Posted 9 years ago

Hello Jane. We are sorry to hear about your bad experience when trying to place an online order through the screens in store. We appreciate the time you have taken to send us your feedback as comments like yours help us to improve our services. We hope to see again in Decathlon soon and that your future experiences will be more pleasant. Have a good day.

Posted 9 years ago

“item description is very poor”

Helpful Report

Posted 9 years ago

Hello. Thank you for having taken your time to send us your feedback. We have forwarded your comments to the correct department in order to review the product descriptions and make the relevant changes. We do apologies for all the inconveniences this may have caused you. Have a good day.

Posted 9 years ago

“I ordered a children's bike seat and what I ended up receiving an avalanche survival kit. When I called to see what went wrong I was told I had to wait 3 weeks to receive the correct item, which was no use as Xmas was 2 weeks away. Had to cancel the order and go elsewhere.”

Helpful Report

Posted 9 years ago

Hello. Thank you for sending us your feedback, we really appreciate the time you have taken to send us your comments. We are really sorry to hear about your bad experience with us. Unfortunately the time of delivery will vary depending of the stock availability of the product but we understand that wait for an extra 3 weeks is too long especially during the Christmas period. We do apologies for all the inconvenience caused. We hope your future experiences with us will be more pleasant. Have a good day.

Posted 9 years ago

“Bought a bike online, it was delivered on time but was not as advertised. I took the bike I store and exchanged the bike and waited for it to be "set up" for roughly 20-30 minutes. took the bike back home and was very excited to Give it a go. I road it about 30 feet and the peddal fell off causing me a great deal of pain. Knowing a "professional" had assembled and set up the bike I never thought of checking the peddals After I tightened the peddals I took it out again and straight away noticed that every time I changed gear the bike jerked and clunked really badly, I assumed maybe the bike needed wearing in so gave it a few days but soon discovered the bike is unrideable and after 3 days the chain started to rust..... Paying just under 200 pound I never thought this would be such a cheaply made bike. I now have a £189 bike sitting in the shed useless. And before you tell me to take the bike back in store is rather not if you can't do it correctly the first time what makes me think you can the second time?”

Helpful Report

Posted 9 years ago

“Unfortunately i had a poor experience with Decathlon where i ordered a bike which would have been in time for my sons birthday. It was delivered damaged, as was the replacement. The 3rd bike somehow got lost or misplaced at another site and completely missed my sons birthday.”

Helpful Report

Posted 9 years ago

Hello! Thank you for having taken your time to send us your feedback. We are really sorry to hear about your bad experience when using our online services. We appreciate your comments as we try to improve our services. We hope your future experiences with us will be more pleasant. Have a good day

Posted 9 years ago

“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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 years ago

Decathlon is rated 4.4 based on 11,527 reviews