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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order a week late. No attempt made to ship item that was available separately from the items that couldn't b found. Out of four orders that have been placed in the past 6 weeks, two have been late, and not just a little bit late.”

Helpful Report

Posted 11 years ago

Dear Sarah, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our deliveries and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. Unfortunately due to the strikes in France the stock coming from the warehouse outside the UK experienced delays. We hope to see you soon for a better experience at Decathlon! Please apologise for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 11 years ago

“Brought the baby bike helmet 500 for my daughter. Was told by the sales person that Helmets are non exchangeable dispite the receipts claim to unlimited time to return. Brought it home and it is too big for her head. Now I am stuck with a helmet that doesn't fit which cost £13.99. I thought the shape would help with the fit as it is slightly square. I would not recommend this product.”

Helpful Report

Posted 11 years ago

Dear Sheena, Unfortunately we can't accept helmet returns for security reasons, as the person told you when you bought you. Sorry for any inconvenience caused. Have a nice day.

Posted 11 years ago

“One item I ordered didn't arrive, despite having paid for it. It took two emails, a store visit and phone call to get a refund processed. Very disappointing!”

Helpful Report

Posted 11 years ago

Dear Nicola, We do apologise for the inconvenience caused. We hope you will not consider this incident for further visit with us. Please accept our apologies. Have a great day !

Posted 11 years ago

“If you read my previous review- you wouldn't be asking me for a second review..... poor poor poor customer targeting.”

Helpful Report

Posted 11 years ago

Dear Irina, We are sorry that you weren't happy to receive this email. This is just an automatic and general email for all our customers. Have a nice day.

Posted 11 years ago

“Placed an order on line for an air bed . It never turned up,tried to contact you but to no avail, kept checking the collection point but no parcel for me. Then I received an email stating that the parcel had been returned,I attempted to get it back but was told it had been returned and would have to order again, Hahahahaha I don't think so.”

Helpful Report

Posted 11 years ago

Hello Ian, We are really sorry that we experienced troubles with your order. We hope you will trust us again in the futur. Please accept our apologies for the inconvenience caused. Have a lovely day !

Posted 11 years ago

“I was very disappointed that the delivery cost £40 when it said free. It needed to be explained in store that bulky items were charged an excess. This fee still seemed excessive. I was also very disappointed that the delivery men were reluctant to bring the goods to the downstairs room we wanted it in or even to bring it inside the property even though we had had to complete a detailed questionnaire about where the item was to go. I would also have expected them to remove the packaging and set it up for such a high fee but bringing to the room was a bare minimum. I raised a complaint re this with your customer services and they said they would get the delivery company to call me. I would have expected you to do this on my behalf! This never happened. All around inspite of the fact the item is good I was very disappointed by the service and would not recommend it to anyone.”

Helpful Report

Posted 11 years ago

Dear Elayna, Please have a look at our delivery charges, available on our website and it is written that bulky item (table tennis table, fitness machine etc) are not eligible for the free delivery as it needs extra hands to carry it. http://www.decathlon.co.uk/delivery-information.html Regarding the assembly, unfortunately the the company is only doing delivery services which doesn't include the building of the equipment. We do apologise. Have a nice day.

Posted 11 years ago

“unnecessary delays, poor communication and broken promises”

Helpful Report

Posted 11 years ago

Dear Shaun, While you spoke to our customer service they refunded you the shipping cost as we had 1 day delay. We hoped that this would have been enough to compensate. Have a nice day.

Posted 11 years ago

“Ordered online, went down to collect, they didn't have item, spoke to about three people, nobody really knew why. Said warehouse did have one, we could order on-line at the store there and then and pay and collect in a few days time. Bit of hassle on system in shop, staff not much help, ordered and took ages to pay as the ordering system was not talking to their till! Got email to say item in store, went and collected, got it home, wrong thing! Finally got the right item, cheap and nasty, will not use again!”

Helpful Report

Posted 11 years ago

Hello Julie! We are really sorry to hear about your bad experience. We would like to thank you for having taken your time to send us your feedback. We'll pass it on to the right department as our main goal is to improve our customer service. We do apologies for all the inconvenience caused. Have a nice evening!

Posted 11 years ago

“Absolutely appalling service. 1. key item was not available 2. This was automatically taken out and led to me being charged for delivery. 3. Delivery date was provided as a text option. I responded immediately for next day when in. It was dropped off at a neighbour house anyway that day 4. tried online feedback. Was impossible as did not recognise order number 5. Went especially to Surrey quays store to complain. Helpful manager took all details and tried calling On my behalf. No answer so sent complaint on my behalf including all my details. 2+ weeks later and heard nothing.”

Helpful Report

Posted 11 years ago

Hello Robert! Thank you for contacting us. We are really sorry to hear about your frustrated experience. We would like to thank you for having taken your time to send us your feedback. We'll pass it on to the right department as our main goal is to improve our customer service. We do apologies for all the inconvenience caused. Have a great day!

Posted 11 years ago

“Ordered 2 snorkels. Decathlon waited 2 weeks to tell me one was out of stock so what did I want to do? Asked to cancel and then the in stock one turned up 2 days after my holiday. Really bad, wouldn't order online again from Decathalon, their online stock levels are inaccurate and create problems.”

Helpful Report

Posted 11 years ago

Hello Zahina! We are really sorry to hear about your bad experience. We are aware about the time that our website needs to get updated and we are working on it to improve. We do apologies for all the inconvenience caused. Have a great day!

Posted 11 years ago

“Communication abysmal, give a despatch date and then fail to stick to it. Only give an update when you chase them. Used the UPS collection service but Decathlon didn't tell me it had been dispatched so parcel was waiting at shop for 3 days. Parcel covered in food on arrival. Stick control and levels poor, 2 items from order out of stock even though stock on website. If you want to shop there save the hassle and drive to a store.”

Helpful Report

Posted 11 years ago

Dear Karrie, Thank you for giving us your feedback. We are sorry to hear that you have experienced delays with your order. We are making every effort to resolve these problems and we are using now a different delivery company. Despite the attention paid to updating the stock levels displayed on the website, the availability of products, sent by the supplier, may, on occasion, differ from that when the order is placed. We would like to apologise for any inconvenience caused and we hope you will be able to give Decathlon a second chance. Thank you for your patience. Have a lovely evening!

Posted 11 years ago

“I had to wait for more than 2 weeks for my order. No one replied for my emails. Terrible experience”

Helpful Report

Posted 11 years ago

Dear Grzegorz, Thank you for your feedback. We are sorry to hear that you have experienced problems with your order. Regarding our communications, I would like to confirm you that you have received three automatic emails regarding the status of your order and two emails from our Customer Loyalty team answering your questions. We will be happy to check if your email address is correct in our system, do not hesitate to contact us by phone or via contact form. Thank you for your patience. Have a lovely evening!

Posted 11 years ago

“Worst case scenario: ordered online to pick-up from store, got confirmation that it's ready for collection, money was paid. When I want to collect it a week later, the product was not there. No one informed me about this, no one knew why. Shop assistant tried to be helpful and said she will get it from other branch. She did not call me back as agreed, next time I came product was still not there, I was promised again. At my third visit I finally got the product (a head torch) but it looked like the box was opened before and the product was just thrown in. Was it a display item in the end? Not sure. Took it anyway, did not want to have more hussle and needed the torch. It turned out 2 batteries were misssing, no manual inside. I left it because I could not be bothered anymore. During the process helpline was not available and online information only said all way through that product is delivered and ready for collecting, which it obviously wasn't. Shop assistants seem to be friendly, but I had no confidence that they felt able to sort out the problem. Aweful experience all way through. Never again.”

Helpful Report

Posted 11 years ago

Hello Roy! We are really sorry to hear about your bad experience. We would like to thank you for having taken your time and give us your feedback as it help us to improve. We really hope you won't have the same experience again and hope to see you soon again in Decathlon. Have a great day!

Posted 11 years ago

“i asked for information about the product before i bought it (bindings). i was not passed to someone who knew what they were talking about but instead i was given a diffrent number to call. then when they could not help told to call another number and then a third number only to find the only person in the company that can give advise on snowboard bindings is of for the day. the last person i spoke to seemed less than confident about his advise and kept asking someone over his shoulder to clarify what he was saying. i found out what i needed to know by calling a competitor.”

Helpful Report

Posted 11 years ago

Hello Steve! We are really sorry to hear about your experience. We would like to thank you for having taken your time to send us your feedback as it help us to improve. We understand that every sport adviser should be able to be an expert in their department. We do apologies for all the inconvenience caused. Have a great day!!

Posted 11 years ago

“Viva mohama, wakamole ye ye”

Helpful Report

Posted 11 years ago

“Absolutely rubbish. Ordered 2 pairs of ice skates. One pair were fine the other pair size 4 were 2 left feet. Phoned up to complain was told I would have to pay to return the item which considering the fault wasn't my doing I don't think this is right. Was also told I couldn't take them back to my nearest store in Sheffield as they don't stock that item and that the item has also sold out. I am not stuck with the wrong skates as I refuse to pay for postage back. Will never order from again.”

Helpful Report

Posted 11 years ago

Dear Ms Newman, We apologise for sending you the incorrect ice skates, we have view your account and can see that the adviser you spoke to regarding your return tried to get in touch again after the phone cut off to discuss your options in returning the item. We were awaiting your response, you will be sent an email with instructions on how to make a return. We apologise for any inconveniences caused.

Posted 11 years ago

“Your delivery was abysmal. My next day delivery ended up being 2 weeks.”

Helpful Report

Posted 11 years ago

We are sorry to hear about your situation as we understand it could have been really frustrating. Unfortunately the reason of the delay was due a lack of delivery address information on your account. It would be great if you could updated your information to not have the same problem again. We do apologies for all the inconvenience caused. Have a great day!

Posted 11 years ago

“Your delivery was abysmal. My next day delivery ended up being 2 weeks.”

Helpful Report

Posted 11 years ago

Hello Dave! We are sorry to hear about your situation as we understand it could have been really frustrating. Unfortunately the reason of the delay was due a lack of delivery address information on your account. It would be great if you could updated your information to not have the same problem again. We do apologies for all the inconvenience caused. Have a great day!

Posted 11 years ago

“Twice I have purchased products and the next day I get an email saying it's out of stock”

Helpful Report

Posted 11 years ago

Hello Amiradin! We are sorry to hear about your bad experience. Unfortunately the reason why your orders ended up as cancelled is because the EasyBreath Mask is an out of stock item and we have had some IT problems as they appeared on the website as available. According to the last updated we should be receiving more by April. We do apologies for all the inconvenience caused. Have a great day!!

Posted 11 years ago

“My scooter broke and I was told I was able to return it 'in an unused condition'. I tried to explain that I had used it but have yet to hear from them regarding a replacement. Very poor service.”

Helpful Report

Posted 11 years ago

Hello Katherine! Thank you for having taken your time to send us your feedback. According to our policy to create a return, items need to be unused but as well, we understand that faulty item can happen so for that you won't have any problem to proceed with an exchange. Please do not hesitate to contact our CLT directly. Have a great day!

Posted 11 years ago

Decathlon is rated 4.4 based on 11,542 reviews