Decathlon Reviews

Name: Decathlon
Address: Canada Water Retail Park,Surrey Quays Road, London
Rating: 4.43

4.4 Rating 11,527 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,527 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 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 8 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 8 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 8 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 8 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 8 years ago

“Ordered a football kit for my son, organised for it to be delivered in 2-3 days by Royal Mail. Still no delivery after 5 days. Went online and they had posted it will hopefully be here by 12th, 9 days after I placed the order but that's only a hopefully. I phone customer services and when I try and find out why the delay they fob me off saying there was a delay at the warehouse in France, then there was another issue crossing the border at Calais. If Decathlon cant keep to their side of the deal then what's the point. Gonna cancel my Decathlon account and stick with Sports Direct, Amazon or Pro-Soccer DIrect or another online sports company. Its really not worth the hassle”

Helpful Report

Posted 8 years ago

Dear Dawn, We are very sorry that you have had such a delayed and unsatisfying service from ourselves. We have to confirm that we have experience major delays from our international warehouses during December on which we were not advised at the beginning of the month, therefor regrettably we were unable to update our customers on the delays. This was an exceptional period and issue which we are hoping not to have in our processes again as we have now made all necessary actions to avoid it in the future. We are truly sorry that this issue has effected you and has caused us loosing you as our customer. We hope you have had your case sorted out with our Customer Loyalty Team and there are no further issues regarding it. However, should you need to speak to someone, please give them a ring on 02070643000 or contact them via https://www.decathlon.co.uk/contact-us.html. Thank you for your time and have a lovely afternoon!

Posted 8 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 8 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 8 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 8 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 8 years ago

“delivery service is awful, and the tracking doesn't work properly so you are unable to view how close your order is. Almost been a week with no update apart from the product being 'prepared'.”

Helpful Report

Posted 8 years ago

Dear Vishal, We are really sorry to hear that you have had an unpleasant experience with our delivery and tracking service. We have forwarded your feedback to the relevant department who confirmed the will introduce a better and more detailed tracking service through our website very shortly. This will be visible on your own Decathlon account under each purchase. We are hoping that this new service will be more convenient for you. We thank you very much for your patience and understanding and we would like to wish you a lovely day!

Posted 8 years ago

“Chris from your Lakeside branch went above & beyond to get the correct print font for my son's football shirt. Can't praise him enough, thankyou.”

Helpful Report

Posted 8 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 8 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 8 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 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

“Everything excellent ! Great price,great service !!! Congrats !”

Helpful Report

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

“great price,great service !!!”

Helpful Report

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

“prompt and efficient taking of order and despatch, besides good quality items.”

Helpful Report

Posted 8 years ago

“I have purchased various horse riding clothes and hve been totally happy with every purchase . But would love to see more of a selection of ladies horse riding boots please if possible ....happy customer!”

Helpful Report

Posted 8 years ago

“All good. Great choice, great price and everything was delivered and fitted as advised.”

Helpful Report

Posted 8 years ago

“Good stock / good price :”

Helpful Report

Posted 8 years ago

Decathlon is rated 4.4 based on 11,527 reviews