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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have over the last 2 days contacted customer services via the contact us on the website, once each day, and have had no response. This is about a change in delivery date. When choosing a delivery method It showed the latest delivery dat as the 19th July yet my confirmation email stated the 21st July. I want to know why it has changed but with no response from customer services I guess I'll be none the wiser.”

Helpful Report

Posted 10 years ago

Dear Jenny. Thank you for having taken your time to send us your feedback. We are sorry to hear about your difficulties when trying to contact our Customer Loyalty Team. Please do not hesitate to give them a call on 02070643000 if you still require their assistance. Have a nice day.

Posted 10 years ago

“I usually find Decathlon helpful with no complaints. However, I recently went to exchange an unused item which was too small and was told it could not be exchanged after the person at the till rang the relevant department. When I asked why and said that nobody had told me this at the time of purchase, I was told there were apparently signs in the area I got it from and was told to go speak to the staff there. I wandered over and after looking around for a bit I found an A5 size sign mixed in with 5 or 6 other signs. Hardly stand out. I have also since looked on the product's page on Decathlon's website and there is no clear mention of the exchange policy for this type of item on there either. Having had the exchange policy on climbing karabiners explained to me I completely understand the safety reasons for this. However, I feel that basic customer service was missed by not clearly informing the customer of this policy at the time of purchase. For example, it is fairly common knowledge that you can't return/exchange earrings in stores, but this has never stopped a shop assistant, in any store, informing me of this when preparing to purchase such item at the till. I had hoped to write to Decathlon directly, but having browsed the contact us page and other areas of the website there does not appear to be an email, postal address or feedback form provided. Not everyone would want, or have time, to call the customer loyalty line. This mode of contact would be a good addition to the website and may reduce the number of negative reviews for the company on this site and others. In summary, decent store, nice staff (although maybe a little too laid back at times) but some small details in basic customer service is lacking.”

Helpful Report

Posted 10 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about what have happened with the recent purchase that you had with us and about lack of communication with our returns policy. We will pass your feedback for a National Sports manager for Mountain and Camping sports and this will be taken into consideration. We hope it will be updated as soon as possible and your next experience will be better. if you will have any questions, please feel free to contact us and we are here to help you. You can find contact form on the link below or can ring us 0207 064 3001. http://www.decathlon.co.uk/contact-us.html Thank you very much for your patience and have a great day!

Posted 10 years ago

“I would recommend decathlon but say delivery is very, very slow compared to other online stores. If this could be improved then you would have a great online shop. From time of order to despatch is not good. Once with a carrier it's ok. Even paying extra does not make a difference. You nearly have to think over a week in advance of buying items to receive them. Even if all items are in stock. In this day of age it's not a good service. It does put me off buying. I have then gone else where sometimes buying a more exspencive item just so I can get it on time.”

Helpful Report

Posted 10 years ago

“Good service”

Helpful Report

Posted 10 years ago

“Staff in the Braehead store are excellent doing their job in a professional manner by making sure that the customer gets 5 star service with a special mention to Rui and Mac in the cycle department along with their assistants who gave me every assistance and information to help me make my choice of bike”

Helpful Report

Posted 10 years ago

“Never known such a shoddy website and customer loyalty team that are useless Make you wait over a week for a item to then be told its out of stock and still waiting for a refund, had numerous problems with this and past orders!!”

Helpful Report

Posted 10 years ago

Dear Emma, we are sorry to learn you have experienced issues with your online orders, our customer loyalty team aims to aid our customer with their concerns and provide a solutions if problems arise, we can see you are in contact our team to resolve the matter. If you require further assistance or have any questions please do not hesitate to contact us either by telephone on 0207 064 3000 or in writing via our contact form https://www.decathlon.co.uk/en/contactUs

Posted 10 years ago

“I needed to buy a new yoga mat and a bag to carry my 'stuff' to my yoga class. After typing 'yoga mats' in the search engine, Decathlon came up first. I checked out the mats and the bags. I didn't need to go any further. Everything was there. I chose, ordered, paid and it was delivered. Job done. Thank you Decathlon”

Helpful Report

Posted 10 years ago

“easy to order - no fuss delivery - happy customer”

Helpful Report

Posted 10 years ago

“Wonderful service, excellent customer relations, I was made to feel important, and at the centre of what the team were doing. Faultless service.”

Helpful Report

Posted 10 years ago

“Good website, easy to use, prices are good, some of the cheaper items are not great quality, but you pay for what you get. We've had a number of items over the last month or two for myself and the kids and they have all been excellent. My only advice would be to always go for the mid-range to the higher priced products.”

Helpful Report

Posted 10 years ago

“TI purchased a rock rider 560 at the weekend and whilst I cannot fault the bike, it's prep or the general service at the time I am extremely annoyed that, despite me asking many questions about the bike being on offer at the time, I have logged in to see if my glowing review of the product has been published only to discover the bike is now £40 cheaper. I appreciate the staff don't have to divulge this information to me at the time of purchase but from a customer care point of view I think it's particularly unfair and short sighted of them. We are heading on a camping trip in a months time and I now feel it's unlikely I will be purchasing any further goods from decathlon for this trip as it has left a bitter taste I'm afraid.”

Helpful Report

Posted 10 years ago

Dear Matt, thank you for taking the time to feedback your experience with Decathlon. We apologise you feel you have been short sighted, our store team would not have been made aware of an upcoming sale on this product, the reason the bike has been reduced by £40.00 is due to the bike being on a end of line sale, once the stock for this. You will be contacted by the Customer Loyalty Team regarding your concern.

Posted 10 years ago

“I've bought a bike, inner tubes and clothing from Decathlon. They provide good value and fitted the mudguards I'd ordered with the bike for me. Their clothing arrangement on the hangers can be bit hap-hazard and sizing varies for different clothes so make sure you try them on for fit in the shop.”

Helpful Report

Posted 10 years ago

“Good easy to use service and quick delivery!”

Helpful Report

Posted 10 years ago

“Returned an item 6 months ago through post had no refund. Emailed several times no reply. Never ordering again passed off is an under statement I was not donating my money I'm a mum of 3 I expected my money back or a replacement item but I had nothing!”

Helpful Report

Posted 10 years ago

Dear Customer, we are terribly sorry to learn you are awaiting your replacement, we have reviewed the account connected to the email used to sent your review, there has been no contact from this email, the email notifications are sent from a no reply email address, if you replied to one of these email you should have received a notification back advising it failed. We will further investigate your return and contact you once we have an update. Please accept our sincerest apologies for the delay.

Posted 10 years ago

“Good speedy delivery, product in excellent working condition. Meeting all our needs.”

Helpful Report

Posted 10 years ago

“Gave the Decathlon bag to grandson for trip to France. An excellent product, does what it says on the tin”

Helpful Report

Posted 10 years ago

“Our parcel was delivered to completely the wrong address. Thankfully there are still some good people in the world and they tracked us down. I love Decathlon but they need to use a delivery company whose drivers are able to deliver to the right address.”

Helpful Report

Posted 10 years ago

Dear Georgina, we are sorry to learn you experienced difficulties due to your order being delivered to a different address. In cases like such as yours it will be indicated on your tracking code e.g. NUM 4 NXT DOOR, delivery couriers will deliver to the neighbouring address if there is no recipient available to receive the delivery at the given address, we apologise this was the decision taken without your prior knowledge and will file your complaint to escalate with DHL in our next meeting.

Posted 10 years ago

“The air seconds famaly 4 was perfect for my camping trip plenty of room in the bed room and the seating area I still think the canopy over the door dose need redesigning that's why I went for the tarp over the door setting up was so easy I was pitched in less than 10 minutes and the same amount of time to pack away”

Decathlon 5 star review on 1st July 2016

Helpful Report

Posted 10 years ago

“I was impressed with the quality of the items I ordered, the quick delivery and very good value.”

Helpful Report

Posted 10 years ago

“Had a very unfortunate experience ordering from Decathlon online ordered two BTwin mtbs 10 days ago and was twice sent one of the bikes with a faulty braking system, spent around 10 days on phone to Decathlon online centre and waiting home for collections of faulty bikes and delivery of replacement (again faulty bike)customer service said would sent 2nd faulty bike to my nearest Decathlon store for repair which happened to be Wednesbury store- thank goodness my sanity and confidence in Decathlon was restored after being customers of Decathlon Btwin for some years at this store with no problems, I cannot thank the staff at this store enough for correcting this situation. Many thanks to Jodi (first point of contact when tracking the progress on my bike) dealing with my call quickly and efficiently, the staff in the cycle workshop for helpful updates on situation, and a special thanks to David from cycle service and repairs who on realising my bike may not make the overnight delivery schedule, delivered my bike to my door in his own time and in his own vehicle, not too impressed with lack of interest and response from online customer service (no communication at all) but staff in store at Decathlon Wednesbury duck all the boxes for customer service, personal interest, efficiency,and in David's case really going the extra Mike!! A big thank you!!”

Helpful Report

Posted 10 years ago

Decathlon is rated 4.4 based on 11,542 reviews