Decathlon Reviews

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

4.4 Rating 11,533 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,533 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

Write Your review

Tell us how Decathlon made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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 had ordered a pair of sketchers for my mums birthday (which was yesterday I must add) I ordered Pacifically from decathlons as they said I would receive by the 6th of December I didn't I received them today. Another big complaint is they came in a clear plastic bag no box looks quite rubbish giving these as a gift not even boxed, Also the trainers (sketchers) there self are of very poor quality there are glue stains on them another reason I will not be giving them to my mother for her birthday I now have the stress of running out to get her something else!”

Helpful Report

Posted 9 years ago

“I have made an order on 30/11 and it said the expected delivery date is 6/12. I still recieved nothing from them on 8/12 and so I called the hotline for help. They did nothing but told me it is about xmas and so they have too many orders to handle. I am leaving for a ski trip in Japan on 12/12 and all they did is to ask me to get a refund. Order number DCUK2728096”

Helpful Report

Posted 9 years ago

Dear Ms Wu Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused and the lack of communication. Regarding your enquiry, we regret to inform you that unfortunately we have experienced a strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We are really sorry about the unavailability of our services team, we were experiencing a huge call demand because of the order delays. Our aim is to improve our service so we have made aware of your situation to our Customer Loyalty Team to avoid this lack of communication in the future. We appreciate your understanding and please accept our apologies for all the inconveniences caused. Have a nice day

Posted 9 years ago

“I was in your Coventry store on 6/12/2016 and spent 10-12 minutes queuing to get out whilst you only had one member of staff on the till, the young girl called for assistance twice and not one of her colleagues bothered to turn up to help, I then finally got to be served and had a barcode missing from my item, she again called for assistance twice and still no one came to her aid, so I went and got the barcode myself, and when I got back to the checkout I had to wait again for at least another 10 minutes to get served again as their was still only 1 till open. The customer service provided by this store was appalling and I will not use this company again as I certainly felt that the customer is not that important to them. I work in a very similar field where we deal with customer on a daily basis and if we treated our customer this way we would have no business left. Please try to remember that without customers coming through your doors where would your business be and more importantly your staff need to understand that without our money they do not get their mortgages paid.”

Helpful Report

Posted 9 years ago

Dear Paul. Thank you for the time you have spent giving us your feedback. We are very sorry to hear about the service that you received at Decathlon Coventry last day. At Decathlon, we aim to satisfy all customers and in this case, we failed to deliver it to you. We would like to confirm we forwarded your email to the store manager at Decathlon Coventry in order to make sure that this situation will not happen in the future. Please accept our apologies for any inconvenience caused and we appreciate your patience and understanding. If you will have any questions, please feel free to contact us and we are here to help. Have a great day!

Posted 9 years ago

“The quality of some of the products sent was appalling. Took much longer than specified to arrive. The sizing of some of the clothing is ridiculous. Cant drop to a local store as this service is no longer available so have to pay to send items back. This is the first and last time i will purchase from decathlon.”

Helpful Report

Posted 9 years ago

Dear Susan, Thank you to contacting us. We are sorry to hear that you have experienced problems with our 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 9 years ago

“I shopped with Decathlon. I bought three products for my brother as his birthday was yesterday. The delivery was supposed to come yesterday but according to the website, it is still being prepared but was supposed to be prepared for before the 6th. Thanks to your service, I was not able to give my brother a present on his birthday for the first time in 18 years. Never shopping here again.”

Helpful Report

Posted 9 years ago

Dear Harry. We are extremely sorry to hear your experience with us was unsatisfactory. In Decathlon we aim to provide excellent customer service with delivering good value products on time. It is obvious that at this time we have failed to do so for which we are deeply apologetic. We are now forwarding your feedback to the relevant department to make sure we can better our services in all the mentioned topics in the future. Should you have any further unsolved issues on topic, please give our Customer Loyalty Team a call on 02070643000. We thank you very much for the time you took to give us your feedback, we would like to thank you for your patience. We wish you a lovely afternoon!

Posted 9 years ago

“Absolutely shocking service. I placed an order for click and collect, my order was delivered to the wrong store. I arranged for the order to be sent to the correct store and was advised of the day it would be available. When I arrived in store my order was not there. After contacting customer services they told me my order hadn't been dispatched. I requested next day delivery to my home address which I was told would be fine. The following day I receive an email to tell me my order cannot be sent next day delivery. I again rang customer services to be told it would be delivered to my local store and a courier would deliver to my home address. We agreed a date... still no order. I rang up again after NO communication from Decathlon to be told it still had not left the warehouse. I am now being told tomorrow but I don't hold out much hope as yesterday I was told it would be tomorrow and look what happened. This is far from good customer services. Staff in the call centre lie to get you off the phone, ordered are delayed unnecessarily and orders are sent to the wrong store with staff in store stating 'oh yes, this happens a lot'. I would not recommend this company. Poor quality, poor service, complete joke of a company. They are not doing anything to help me sort my order out.”

Helpful Report

Posted 9 years ago

Dear Denise, We thank you for taking the time to leave us your feedback. We are aware of your situation and we apologies for all the delays and the energy that you had to put into this. We would like to say sorry on behalf of our warehouse team for putting the parcel into the wrong truck, and of our online team and also for the time it has taken to finally get to you. We would like to let you know that we have added 750 loyalty points to your online Decathlon account as a compensation to issue a £15 voucher. Note that it takes up to 72 hours for the voucher to be visible on your account. We wish you a lovely Sunday evening.

Posted 9 years ago

“Product showing in stock online wasn't in stock at all. No updates to account or email comms. When I pushed them, it turns out their website meant it was in stock at one of their overseas depots, not necessarily in the UK! Dreadful communication, staff don't know what's going on and no idea when product will be delivered. What a hopeless shower!”

Helpful Report

Posted 9 years ago

Dear David, Thank you for taking the time to leave us your feedback. We apologies for the bad experienced that you had had with us and on our website - we have been experiencing delays in the past few days and we are doing everything we can for things to go back to normal. Please do let us know by emailing us if there is anything we can do to better your experience with us. We wish you a lovely evening!

Posted 9 years ago

“Checked stock online before visiting, got to store - no stock. Checked online while we were there, still showing stock!! My trip took nearly two hours - the same experience. Another time buying online order stopped, email from decathlon to add proofs of address and identity, why? that was simple order with collection in store. Hassle and waste of time, you need to proof me that you are trusted. I'm a customer, don't treat me like fraud. Pathetic”

Helpful Report

Posted 9 years ago

Dear customer, We apologies as we understand that the website was not up to date when you checked your store's stock. Regarding the fraud check, we carry them out regularly - they can happen if the name of the person who placed the order and the cardholder's name are different, if the billing address and shipping address are different, or if your browser was not secured when placing the order... We apologies if you feel like you have been mistreated, it was not our intention at all. We thank you for taking the time to leave a feedback and we wish you a lovely Sunday evening.

Posted 9 years ago

“First time used will never order again. Waiting two weeks still not arrived. Delivery is a joke”

Helpful Report

Posted 9 years ago

Dear customer, We are sorry to hear that your order is experiencing problems during delivery. Could you please give us your DCUK number by filling out this contact form so we can look into the cause of this delay? Please find the form here: https://www.decathlon.co.uk/en/contactUs Thank you very much for your time and have a lovely Sunday!

Posted 9 years ago

“Still waiting for delivery days after the stated delivery date. Don't bother taking time off work or stopping in to wait for a promised delivery because it's not going to happen! Note that you can only contact this company by phone (this could take some time!). There is no email address for contacting them... eeek! Buy from here at your own risk. I don't think they will be around very long!”

Helpful Report

Posted 9 years ago

Dear Adam, Thank you for taking the time to give us your feedback. We apologies if all our lines were busy when you tried to call us. Could you please email us your DCUK number so we can look into the cause of this delay? Please fill out this contact form so we can get back to you: https://www.decathlon.co.uk/en/contactUs We wish you a lovely Sunday!

Posted 9 years ago

“BUYERS BEWARE - Checked stock online before visiting, got to store - no stock. Checked online while we were there, still showing stock!! My trip took nearly three hours, with the cost of parking, this is a very expensive wasted visit. Staff were unsympathetic, and unhelpful. The assitant Marcos who we were dealing with, basically shrugged his shoulders and said "nothing I can do'. How about something really simple like ordering it there and then, and sending it to me with free postage. I mean how difficult is that? Maybe even a discount!!! Surprised more effort is not made to develop a stronger customer relationship, as I now find it difficult to want to go back and spend money there. I have three kids, which means a lifetime of business, too easily lost by poor customer service. Tried VERY hard to deal with this via customer services - but guess what, numerous emails and no meaningful reply (automated response only)! A complaints system designed to wear you out and move you on.”

Helpful Report

Posted 9 years ago

Dear customer, We are sorry to hear that you have had a bad experience in one of our stores. We also apologies as we understand that our system was not up to date and showed wrong information regarding the stock. If the item is available online, please feel free to place an order with us and to choose home delivery or delivery to a store. If you wish to receive an e-voucher for the inconvenience and the stress this experience has caused you, please email our Customer Loyalty Team at customer.enquiries@decathlon.com to give them more details (order number, contact number). Note that you need to have an online account so we can issue a voucher for you. Please do let them know and our team will be happy to help you. We wish you a lovely evening!

Posted 9 years ago

“To whom it may concern. I ordered a pair of "Adidas World Cup" football boots online, size 8.5, due to the competitive pricing that Decathlon had to offer. Then opted to collect in store, Huyton, Liverpool. Upon arriving at Huyton, I found that Decathlon had shipped size 9 boots. I was then informed by the staff that Adidas don't manufacture size 8.5 (garbage as I was replacing like-for like boots). Then after this ridiculous statement, I was informed that the web-site was wrong and the Decathlon don't stock "half" sizes. To add further to my frustration, I was then told I would have to wait 3 days for a refund onto my card. I could not have been more dissatisfied if Decathlon had tried.....an incorrect web-site, a wasted car journey, misinformed staff and then a "discussion" about when I would get reimbursed. Absolute comedy from start to finish.”

Helpful Report

Posted 9 years ago

Dear Andrew. Thank you for the time you have spent giving us your feedback. Regarding your enquiry, first of all please accept our apologies for all the inconveniences caused at your last experience at Decathlon.co.uk. We looked into the cause of this error and have discovered that we have made an items miscalculation with the UK & US sizing of this model. Different brands use different measurements to measure their footwear, we have applied our Decathlon branded size chart to this product which has caused the UK & US conversion to be incorrect, the EU size remains correct. We apologise profoundly for this inaccuracy and will be reporting this back to product manager to make the necessary changes so that we can avoid this occurring in the future. Thank you very much for your understanding. Have a nice day.

Posted 9 years ago

“Was sent an item that I didn't order to be told that the item I did actually order was out of stock although still visible on website. I was then issued a 'partial' refund for an item that I did not order and didn't want. I then had the inconvenience of sending the unwanted item back and was charged £8.83 for the postage. Worst 'Customer Service' I've ever had the misfortune of experiencing, will never purchase anything from here again.”

Helpful Report

Posted 9 years ago

Dear Customer. Thank you for your feedback. We are sorry that the item you ordered was out of stock. Our supply team is working on improving stock levels, so that this would not happen again. Currently we do not have free returns by post however, you can return free of charge in any of our stores and get a full refund. Thank you for your patience.

Posted 9 years ago

“Rubbish! Can't create an account, clearly don't need the business”

Helpful Report

Posted 9 years ago

Dear customer, Thank you very much for communicating the issue to us. We are very sorry that you have been experiencing problems with creating an account. Should the problem not been solved yet and you would need further help regarding it, please contact our Customer services team on 02070643000. We thank you for your time and patience and would like to wish you a lovely day!

Posted 9 years ago

“Your website defaults delivery to click and collect and auto selects the first store in the list. If you miss that fact that it has automatically selected this delivery method you can easily have your goods sent to a store 100s of miles from you. The site should not auto fill delivery/click and collect, it should make the buyer select.”

Helpful Report

Posted 9 years ago

Dear Customer, We thank you very much for raisin attention on this faulty on our system. We have now forwarded the issue to the relevant department to get fast resolve on topic. We do apologize for any inconvenience this may caused. Thank you for your time you took to give us your feedback and have lovely day!

Posted 9 years ago

“My first order.....shipped wrong size 12-13 years and I ordered age 14, goods have mark on sleeve. Looks like I have received some ones damaged return item. I now have to find a way of printing of a return invoice and taking back to store, Would not order from them again”

Helpful Report

Posted 9 years ago

Dear Customer, We are very sorry that you have experienced issues with your first order with us. We are communicating the issue to the relevant department in order to better ourselves in future cases. We thank you very much for communicating your feedback to us as we would like to reach our aim and provide excellent service with great value products to our customers. We do apologize for the inconvenience this issue may caused, should you need any help with your return process, please contact our Customer Loyalty Team on 02070643000. Thank you very much for your patience and understanding and have a lovely afternoon!

Posted 9 years ago

“Your Website is TOTALLY NOT buyer friendly. I was about to buy a whole heap of gear, but was put during the Check-out procedure: 1 - Why would you require my DOB? 2 - There are no extra fields for a proper address, street name and City - I often get parcels sent to a similar address close by because of the fields similar to yours. 3 - Why would i want to create an account to buy something? There is no Guest facility. Think i'll go to a more 'user friendly' store. GOODBYE.”

Helpful Report

Posted 9 years ago

Dear Customer, We thank you very much for your feedback on our account creation and shopping procedure. At the moment we do not have the option to shop online as a Guest, but we are now forwarding your message to the relevant department where they can take the suggestion in consideration. Our aim is to create a user friendly, functional and quick shopping experience for all customers, therefor your feedback is much appreciated. We thank you again for your time you took to communicate this to us and would like to wish you a lovely afternoon!

Posted 9 years ago

“Firstly I do not like that you have to pay for your own returns, when it seems pretty standard now aday to receive a free returns label through Royal Mail or collect + etc. Secondly I have returned and sent some shoes back that did not fit me and have not heard anything back from decathlon. No email or something. Quite frustrating.”

Helpful Report

Posted 9 years ago

Dear Marianne, We thank you very much for your feedback on the return fees. We are now forwarding it to the relevant department who will be taking it in to consideration. We are sorry to hear you have not received any communication on your return. We would kindly ask you to contact our Customer services team for all updates on the topic on 02070643000. Thank you very much for your time and understanding and have a lovely afternoon!

Posted 9 years ago

“Worst customer service I have ever received. After paying extra for next day delivery the parcel turned up a day late forcing me to not be able to go on the trip I had paid for. When I called to complain I was promised compensation which I never received and I was given an email address to write to complain to which was a fake email address. When I called again I asked to speak to the manager and I was assured they would call me back in the next few days which never happened. I will not be shopping with you again and I will be advising everyone I know to not do also.”

Helpful Report

Posted 9 years ago

Dear Kathryn, We are extremely sorry to hear your experience with us was unsatisfactory. In Decathlon we aim to provide excellent customer service with delivering good value products on time. It is obvious that at this time we have failed to do so for which we are deeply apologetic. We are now forwarding your feedback to the relevant department to make sure we can better our services in all the mentioned topics in the future. Should you have any further unsolved issues on topic, please give our Customer Loyalty Team a call on 02070643000. We thank you very much for the time you took to give us your feedback, we would like to thank you for your patience and would like to wish you a lovely afternoon!

Posted 9 years ago

“Part of the address was missing so the shipment was not correctly routed once delivered. Please make sure that the delivery address in full is mentioned on the package. Thanks.”

Helpful Report

Posted 9 years ago

Dear Wajdi, We are very sorry to hear about our mistake we made on displaying your shipment information. We are forwarding this message to our supply team to make sure it will not happen again and you will not experience any similar delays on your future orders with us. We thank you very much for your time you took to give us your feedback. Should you need any assistance from our Customer services team on the topic, please give the a call on 02070643000. Thank you very much and have a lovely afternoon!

Posted 9 years ago

Decathlon is rated 4.4 based on 11,533 reviews