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

“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 8 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 8 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 8 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 8 years ago

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

Helpful Report

Posted 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

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

Helpful Report

Posted 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

“Who are decathlon?”

Helpful Report

Posted 8 years ago

Dear Customer, Thank you for contacting us, you may find all answers on the link below: http://www.decathlon.co.uk/decathlon-our-company.html. Should you need to talk to us, please contact our Customer Loyalty Team on 02070643000. Thank you very much and have a lovely day!

Posted 8 years ago

“Well, I was looking through the reviews and discovered that the review section looks pants and it looks like they are faked. I would also like it if you added a u9wdgb< Got Triggered by a butt, sorry”

Helpful Report

Posted 8 years ago

Dear Customer, We are very sorry to hear that you are not happy with our review section on our website. We can confirm that all reviews posted are coming from consumers and are just moderated without any changes or adjustments made on them by Decathlon. Should you need to speak to anyone about the topic, please give our Customer Loyalty Team a call on 02070643000. Thank you very much for your time you took to give us your feedback and have a lovely day!

Posted 8 years ago

“I've been trying to purchase more base layers and gloves - you have nothing of what I want in stock and it's not even winter yet!”

Helpful Report

Posted 8 years ago

Dear Paulette, We are very sorry to hear that you are not able to find your preferences on our site. Please contact our Customer Loyalty Team with further details of the products you are looking for and they will be able to give you status updates on the replenishment. Their contact number is 02070643000. Thank you in advance and have a lovely afternoon!

Posted 8 years ago

“Click and collect waste of time. Ordered a fully waterproof running jacket, as no where local had it in stock used the click and collect service. First jacket got dispatched but never arrived at the store, took 2 e-mails for them to re-order. I then waited for the e-mail to say that it was available for me to collect. After 5 days of waiting called the service team up, only for the women to cheerfully say if the store hadn't scanned the item, and apparently they don't always, it's probably sat there waiting for me. A quick phone call confirmed this. So basically ignore the information from decathlon that clearly says don't attempt to pick your item up without confirmation that it's there as the e-mail may never come!!!! 1 star was for apologetic staff.”

Helpful Report

Posted 8 years ago

Dear John, We are very sorry that your experience with using our Click&Collect service was not satisfactory. We appreciate your feedback as this is our only way to better our services and make sure we will avoid any similar future issues. If there is any unsolved issue with the order, please contact our Customer services team on 02070643000, otherwise we would like to thank you very much for your patience on the topic. Thank you for your time you took to give us your feedback and have a lovely afternoon!

Posted 8 years ago

“My daughters is very tiny, she measures a 6 year old size around her torso - waist, hips, bust but is an age 12 in height. I ordered a few swimming costumes/bikinis for 11 year old and when I opened them, I doubted they would fit a 4 year old! I was right - they didn't even reach her waist. and the bikinis were incredibly small. clearly this is why they were in the sale.”

Helpful Report

Posted 8 years ago

Dear Customer, Thank you for your feedback. We are very sorry to hear that the sizing seems to be incorrect. Should you wish to return your goods, you can do it with returning them to store or by post as it was an online purchase. We are sorry about the bad experience you had with this order, should you need any help with sorting our your exchange, please contact our Customer Loyalty Team on 02070643000. We thank you very much for your time and would like to wish you a nice day!

Posted 8 years ago

“This companies online service is a complete joke! wouldn't have room to go into full detail of their incompetence, but basically my first order of football boots had to be returned because the sizes they advertise on their website are incorrect due to differences with uk/eu sizes, ridiculous! I ordered a second pair, then received an email to say they were in store, made a journey to the store to be told sorry they weren't in! They ordered another pair, same thing happened again, computer said they were sent to the store but no sign of them. asked them to cancel the order and guess what?... two days later the store phone to say there in!!!”

Helpful Report

Posted 8 years ago

Dear David, We are very sorry to hear about your bad experience with us. Our Customer services team has informed us that they have already reported this back to product manager to make the necessary changes so that we can avoid this occurring in the future. We would also like to apologize for the problems with our communication regarding your parcel being available. We have experienced some issues in a few cases on which our IT department is working on already. Hopefully we will be able to improve our services in the future. We would like to thank you for your time you took to give us your feedback. Thank you for your patience on the topic and have a lovely afternoon!

Posted 8 years ago

Decathlon is rated 4.4 based on 11,525 reviews