Decathlon Reviews

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

4.4 Rating 11,536 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,536 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

“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

“Who are decathlon?”

Helpful Report

Posted 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 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 9 years ago

“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 9 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 9 years ago

“Still haven't received my parcel”

Helpful Report

Posted 9 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 9 years ago

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

Helpful Report

Posted 9 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 9 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 9 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 9 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 9 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 9 years ago

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

Helpful Report

Posted 9 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 9 years ago

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

Helpful Report

Posted 9 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 9 years ago

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

Helpful Report

Posted 9 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 9 years ago

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

Helpful Report

Posted 9 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 9 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 9 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 9 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 9 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 9 years ago

Decathlon is rated 4.4 based on 11,536 reviews