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

“I ordered a bike part using the Inpost service. It never showed up. Decathlon issued a refund and replacement part via next day delivery; took a week to arrive. Customer service was good but the the actual delivery was the worst I've experienced.”

Helpful Report

Posted 8 years ago

Dear Matthew, We are very sorry about the issue and the delay you had to experience with your order. The relevant department is investigating the case with In Post delivery company to make sure to avoid any similar issues in the future. We are sorry that you had a bad experience with us. We would like to thank you for your patience on the topic and hope you will find your product useful. Thank you for your feedback and have a lovely day!

Posted 8 years ago

“Still haven't received my parcel”

Helpful Report

Posted 8 years ago

Dear Hayley, We are very sorry to hear the delay in your delivery. We use different delivery companies through our procedures in order to be the most efficient in delivering different goods. It is obvious that at this occasion this motive has failed. We are very sorry about the issue and the inconvenience it may caused. Should there be any unsolved issues with your order, 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

“You sent two pairs of trousers that were different sizes...I complained and heard nothing”

Helpful Report

Posted 8 years ago

Dear Shaun, We are very sorry to hear about the mistake in your order. We would like to find fast resolve for the problem. In order to proceed with any of the possible options, we would like to ask you to please contact our Customer services team on 02070643000. Our team is available to help to sort out this mistake for you. We thank you very much for your patience and would like to wish you a lovely day!

Posted 8 years ago

“Ordered size 6.5 trainers but size 6 were sent. Followed online return instructions but was told should have phoned to obtain return postage. Was given a credit note.”

Helpful Report

Posted 8 years ago

Dear Customer, We are very sorry to hear about the mistake in the shipment. Our Customer services team has passed through the information to the relevant department in order to get the issue resolved. Should there be any unsolved issues in the topic, please contact our customer services team on 02070643000. We apologize for the inconvenience. Thank you for your time you took to give us your feedback and have a lovely day!

Posted 8 years ago

“Ordered an item for an event which, on the website, said delivery on or before a certain date. I paid extra delivery to ensure that it was delivered by this date. I then received the shipping e-mail which said it would be delivered on that date or possibly the day after. I phoned up, cancelled my order because I needed the item that day, and they said they would cancel so it wouldn't be delivered. The item was then delivered anyway, so I have to arrange a return. First time ordering from Decathlon, can't say I'm impressed!”

Helpful Report

Posted 8 years ago

Dear Paul, We are very sorry to hear about the issue with your delivery. Our Customer Loyalty Team contacts the courier in these cases to stop and return the shipment, but unfortunately it seems like the third party company was not able to proceed with these changes in time. We are incredibly sorry about the inconvenience this issue may caused you. For further solutions, please contact our customer services team on 02070643000. We would like to thank you for your time and patience and would like to wish you a nice day!

Posted 8 years ago

“Still not had my order, over two weeks later!”

Helpful Report

Posted 8 years ago

Dear John, We are very sorry to hear about the delay on your delivery. Please contact our customer services team on 02070643000 to get further status updates on the topic. We thank you for your time and patience and would like to wish you a lovely afternoon!

Posted 8 years ago

“No sorry did it wrong way had a good service”

Helpful Report

Posted 8 years ago

Dear customer, Thank you for correction, should you need any help, please contact our Customer Loyalty Team on 02070643000. Have a lovely day!

Posted 8 years ago

“My order has still not arrived!!!! I contacted ipost and they are completely unhelpful!!!”

Helpful Report

Posted 8 years ago

Dear Sophia. Thank you for contacting us. We are sorry to hear that you have experienced problems with your online order. Regarding your enquiry, we would like to suggest you to contact our Customer Loyalty Team at 0207 064 2000 or via email at customer.enquiries@decathlon.com who will be find a solution at your best convenience. Please accept out apologies for all the inconvenience caused to you. Have a nice day.

Posted 8 years ago

“I have been waiting months for my order! Only to be refunded because they are out of stock!!!”

Helpful Report

Posted 8 years ago

Dear customer, thank you for contacting us. We are sorry to hear that you have experienced a delay with your order. No order should take more than a week (at the absolute maximum) to be delivered. For this we are deeply apologetic. In regards to the item being our of stock, this would have been due to the item that was going to be sent out to you was found to be faulty by our warehouse team. They they informed us who would have informed you, however we are not sure as to why this was delayed and you were left without communication for so long. We would appreciate it if you sent us the order details (Customer.enquriries@Decathlon.com or called us 0207 064 3000) so we are able to investigate this further and find out what exactly lead to this. Once again, we are deeply apologetic and we thank you for your patience and for bringing this to our attention.

Posted 8 years ago

“Spent nearly FIVE HUNDRED POUNDS with them, I have tried for the past Fourteen days, to get the amount of 'loyalty points on to my account, loads of e-mails, absolutely useless Customer Services, thus the matter is still unresolved. Shop staff unable to help, online team detached, evry time 'another' employee, un aware of the issue, yet repeatedly unable to resolve a VERY SIMPLE error on their part.... What do I can to gain for a £500 spend, a Fiver.... WHOOPY...... And they can't even get that right...... Are they Sportsdirect, by a different name?????”

Helpful Report

Posted 8 years ago

Dear James, thank you for contacting us. We are sorry to hear that you have experienced problems with adding your receipt to the account to gain points. If you send us an email (Customer.Enquiries@Decathlon.com) or call us: 0207 064 3000 and provide us with the long number on the barcode and the amount on the receipt or email us an attached image we can add this purchase to you. Our points system runs on a 1:1 ratio (£1 = 1 point) Every 250 points collected will be transferred to a £5 E-voucher. Therefore, for £500 you should receive a £10 E-voucher. If you have less than 500 points then you will get a £5 E-voucher and the remaining points will be held on your account to go towards the next E-voucher. We are deeply apologetic for what has happened and we aim to resolve this as soon as possible. Thank you for bringing this to our attention. We will use your feedback to continue to work towards improvements with our service and other aspects of the company. Have a lovely day!

Posted 8 years ago

“Nothing. Delivery quick etc. Only thing is i had to sign up to an online account when all i wanted to do is buy something. Cant unsubscribe either or close account down. Marked as spam email now.”

Helpful Report

Posted 8 years ago

Dear Michael, thank you for contacting us to provide us with your feedback. We are sorry to hear you are having trouble with closing your account. We will contact our IT team as there should be an option to do so. If you would like to email us (customer.enquiries@Decathlon.com) or call us 0207 064 3000 and provide us with your account details, we will be more than happy to terminate your account for you. Once again we apologise for any inconvenience this may have caused and we thank you for bringing this to our attention. Have a lovely day!

Posted 8 years ago

“Just not happy with customer service and the time it took goods to be located.”

Helpful Report

Posted 8 years ago

Dear customer, thank you for taking the time to write to us with your feedback. We are incredibly sorry to hear that the level of customer service you received was not satisfactory. We aim to deliver excellent customer service to all of our customers and it is apparent that in this case, we have failed to deliver this to you. We will be using your feedback to help improve our services, and if you wish to send us further details on the service you received to Customer.Enquiries@Decathlon.com we would be happy to investigate the situation further for you. Once again, we apologise for any inconveniences caused due to the delay in receiving your items and for the lack of service you felt you received. Thank you for bringing this to our attention. Have a lovely day!

Posted 8 years ago

“It took almost 1 'month to receive my purchase!!!”

Helpful Report

Posted 8 years ago

Dear Archimede, we are so sorry to hear this and we thank you for your feedback. Please send us an email containing your order number "DCUK". We will investigate why your order took so long to arrive. Once we have this information we will be able to improve our services, to prevent this from happening in the future. (Customer.Enquiries@Decathlon.com or call us on: 0207 064 3000) Once again, we are deeply apologetic for what has happened and we will use your feedback in order to better our services. Thank you for taking the time to write to us.

Posted 8 years ago

“I am absolutely fuming, paid for and ordered 2 new rugs for my horse, 2 days before supposed to be delivered they email to say not available, so order cancelled, money refund within 7 days, 11 days later still no refund, contacted decathlon but no answer to why I haven't received it, meanwhile my horse is freezing her butt off ????????????.”

Helpful Report

Posted 8 years ago

Dear Craig, we are incredibly sorry to hear this. At DecathlonUK we aim to provide excellent customer service and ensure any qualms or problems experienced by our customers are dealt with both efficiently and professionally. However, it is apparent that in this instance we have failed you of this. For this, we are deeply apologetic. Upon further investigation, we have discovered that once the order had been placed, and our warehouse team went to pick the items to pack and send, they discovered that the items were in fact faulty. As soon as the warehouse team informed us of this, we then informed you. Therefore, saving you from receiving a faulty product and from having to deal with the hassle of sending an item back for a replacement/refund. In regards to the refund that you should have received, please contact our Customer Loyalty Team on 0207 064 3000 or email Customer.Enquiries@decathlon.com along with your original order number and we will investigate this for you. Once again, we apologise for this inconvenience and we thank you for your feedback.

Posted 8 years ago

“I buy a bag online , i receive that is delivered to the store but i dont find it when i go . they ask me to come tomorrow and the just call me to tell that it dont come and MAYBE tomorrow you get it maybe not . Hope the Money refund will not as bad as this”

Decathlon 1 star review on 16th November 2016

Helpful Report

Posted 8 years ago

“It took 35 minutes to exit the car park at Wednesbury - mainly because the car park next door being dug up and some numptie trying to direct the traffic and making it worse.”

Helpful Report

Posted 8 years ago

“I ordered running shoes, and Decathlon decided to send the wrong size (9 instead of 9.5). Now I need to pay for the return shipment....... Quite unacceptable.”

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 the running shoes 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 or via customer.enquiries@decathlon.com who will be able to find a solution regarding your shipping costs. Please, accept our apologies for the inconveniences caused. Have a nice day

Posted 8 years ago

“Only received the cheaper of two items ordered. DX delivery say they were only given one item. Records show both delivered. Hope this is resolved soon. A very upset and disappointed customer so far!”

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 online purchased. We are trying to improve our delivery services every day to make sport more accessible to everyone. 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

“crap web site and response from customer support was unhelpful. I can log into my account but when i want to change my preferences the website forces me to log in again but it never completes my request and the wheel just keeps whirring and i have tried many many times. Asked customer support to change my preferences for me as i do not want to receive newsletters and adverts and junk etc but they say that cannot help. would now just like to close account but that wont happen either. Despite there being some good items i will never shop on a website that continues to bombard me with emails when i dont want them”

Helpful Report

Posted 8 years ago

Dear customer. We really appreciate the time you have taken to give us your feedback and apologize for any difficulties you have experienced with the communications and newsletter from Decathlon. We would like to suggest you to contact our Customer Loyalty team via customer.enquiries@decathlon.com who will be able to find a solution to the inconveniences that we caused.Thank you for your understanding. Have a lovely day!

Posted 8 years ago

“ordered some clothes on the 20/10 /16 I received a email that I would receive parcel on the 21/10/16 next day delivery received nothing waited until 23rd still nothing. contacted them 3 times over the next 3 days was told its out for delivery and it will be with me that day every time I rang the person on the phone was very rude can say customer service is very poor. rang then on the 28th Friday was told definitely be there today checked my email there was a email from courier saying if I don't receive it by Monday contact decathlon for a new parcel to be sent .so I then ring decathlon back up to which some other clown who was so rude told me a refund had been processed previous day it was nothing but LIES after LIES all the time avoid this company”

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 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. Please accept our apologies for any inconvenience and we would like to suggest you to contact our Customer Loyalty Team at customer.enquiries@decathlon.com who will find a solution for your problem. Have a nice day!

Posted 8 years ago

Decathlon is rated 4.4 based on 11,525 reviews