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

“Order late and kit not right size!!!”

Helpful Report

Posted 9 years ago

Hello Zayn. Thank you for having taken your time to send us your feedback. We are sorry to hear that it has been a delay on handling your order but we really hope your future experiences will be more enjoyable. For any future situations please do not hesitate to contact our Customer Loyalty Team on 02070643000. We do apologise for all the inconvenience caused. Have a good day

Posted 9 years ago

“I ordered bike for home delivery. I organised my day for this but also my weekend on the back of taking delivery. The tracking stated that it was out for delivery at 10:00hrs. As the end of the day was nearing I checked the tracker again. The status was now, 'to be delivered in the next delivery cycle'. What does that mean? Sat, Sun, Monday, when? I called customer services how in fairness handled my call quickly, promptly and efficiently. They informed me that DHL were running late so could not deliver. Excuse me DHL just because you want an early dart on Friday doesn't help me with having to take time off nor my plans for the weekend let alone trying to take more time off. Full refund requested. Logistics are your obvious downfall Decathlon.”

Helpful Report

Posted 9 years ago

Hello Matt. Thank you for having taken your time to send us your feedback. We are really sorry to hear about the delay on handling your order. We can confirm that our Logistics Team is aware of your comments in order to avoid this situations in the future. We do apologise for all the inconvenience caused. Hope to see you in Decathlon again. Have a good day.

Posted 9 years ago

“24/8/16 order placed 02/09/16 order ready to be collected 05/09/16 order been returned 06/09/16 10.26 am order ready to collect 06/09/16 17.17 pm account refunded 07/09/16 went to collect parcel from Croydon (20 min drive) having been assured by Customer Services that the parcel was there ready to collect. Surprise surprise it wasn't. Manager said he would look into it and try and arrange for my order to be delivered to my home address. Said he would call me - he didn't 09/09/16 rang Croydon branch, spoke to Manager again said he would call me back - he didn't! Am I impressed - NO”

Helpful Report

Posted 9 years ago

Dear Alison. Thank you for having taken your time to send us your feedback. We are sorry to hear about your bad experience when ordering from our online platform. We do apologise for all the inconvenience caused and we hope your future experiences with us will be more pleasant. Have a nice day.

Posted 9 years ago

“You failed to deliver the goods when you said you would and left my child with no kit for her gymnastics lesson”

Helpful Report

Posted 9 years ago

Dear Kate. Thank you for having taken your time to send us your feedback. We are really sorry to hear about your bad experience with us. Our Logistics Team is aware of your comments and we are working to avoid this situations in the future. We do apologise for all the inconvenience caused. Have a good day.

Posted 9 years ago

“Didn't want the order, could not cancel, have had to wait for order to be delivered to a shop to collect, refuse to pick the order up and wait for it to be returned to Decathlon. No communication on the order been returned to them or how I go about getting a refund of almost £50, bizarre returns scheme and unsure whether to use Decathlon again in future.”

Helpful Report

Posted 9 years ago

Dear Needler. Thank you for having taken your time to send us your feedback. We have forwarded your comments to our Logistics Team to make them aware of your situation as our aim is to improve our service. At the moment, only if the status of the order allow us, we are able to modify and cancel the orders. As well as depending on the courier we have more or less restrictions. We do apologise for all the inconvenience caused. Have a good day.

Posted 9 years ago

“Sizes were completely not a large”

Helpful Report

Posted 9 years ago

Dear Tim. Thank you for having taken your time to send us your feedback. Our aim is to improve our services so we thank you for your comments as it help us to make the relevant modifications. Please do not hesitate to contact our Customer Loyalty Team on 02070643000 and they will arrange your exchange order or return form. We do apologise for all the inconveniences caused. Have a good day.

Posted 9 years ago

“Everything! Online ordering system is flawed, and placing an order is no guarantee it will be processed. Customer service is a pointless waste of space, and I will not be using them ever again.”

Helpful Report

Posted 9 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about your recent shopping experience with Decathlon and about many issued you had to go through. Your feedback has been forwarded to both logistics team at the warehouse and our customer service who will make sure this does not happen again. We appreciate your time and patience spent and if you will have any questions, please feel free to contact us and we are here to help. Our contact number is 0207 064 3000 and http://www.decathlon.co.uk/contact-us.html. Have a lovely day!

Posted 9 years ago

“Ordered a pair of 8.5 adidas world cups and was sent size 9. Later ordered a pair of 8.5 adidas copa mundial but again was sent size 9.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback and time spent. We are sorry to hear that numerous times items you have ordered from us arrived in the wrong size. This should never be the case and we are sorry for this. We have forwarded your message to our product manager for team sports as well as our warehouse team to investigate and we hope this issue will be fixed as soon as possible. We appreciate your time spent and patience on this matter and if you will have any questions, please feel free to contact us on 0207 064 3000 or via email customer.enquiries@decathlon.com Have a lovely day!

Posted 9 years ago

“I still have not received my items that were order on the 20/08/2016, it is now 22/09/2016.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your time and feedback left. We are very sorry to hear that your order is still not with you. We can see that you ordered it on 20/8/2016 and it should have been with you by the 1st of September. In order to have this fixed ASAP, we have contacted our IT department located in France who are currently looking to find the reason of this delay and solution. Please accept our apologies for this delay and IT issue with your order. We will contact (by contact details provided on your online account) you with an update as soon as we have more information and solution for you. Thank you very much for your patience and have a great day!

Posted 9 years ago

“It was the worst experience I ever had. I have ordered from Greece and I have paid for a courier to pick up my order. And although I had a correspondence they have not inform the pick up point. The courier was trying one week to pick up the order. The order still has not arrived in Greece. I call Decathlon and they do not apologized!!!!”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback. We are very sorry to hear about your previous experience shopping with Decathlon online as your order was not ready to be collected by the carrier and it caused additional delay for you. We have passed your feedback on to the team in Decathlon Watford store who will make sure it does not happen again. We appreciate your patience and understanding on this matter. Please accept our apologies for any inconvenience caused to you and if you will have any questions, please feel free to contact us on 0207 064 3000 or via email customer.enquiries@decathlon.com Have a good day

Posted 9 years ago

“They didn't make a delivery.”

Helpful Report

Posted 9 years ago

Dear Sami, Thank you for having taken the time providing your feedback. We can see your order has not been delivered yet due to it is still on hold awaiting some information requested. We regularly carry out checks on the identities and billing addresses that we are sent. This is in place for the purpose of protecting our customers from fraud. In order to confirm your order, you may send us the documents requested by email along with your order number to our Customer Loyalty Team. We would like to apologise for any inconvenience caused. Thank you for your understanding. We hope you can understand the reasons why this process is in place, as it is only intended to give our customers additional protection.

Posted 9 years ago

“Short: extremely poor online shopping experience. If my order has missing items, please at least don't delay the order. I placed an online click-and-collect order, which was due to arrive to collection store in 5 days after placing the order, just 2 days before I planned to leave on a holiday trip. A day before the promised collection date I got a customer service email saying that they couldn't deliver one of the items so they are *holding* the delivery of the whole order before I contact the customer service. I contacted the customer service about an hour after that notification email, and was told that yes, they can still deliver the order without the missing item (how on earth is this not the *default* action and why do they even need my confirmation for that), but they wouldn't be able to deliver the order on the promised date, but it should be available just 1 day later. Ok, I still had time to collect my order. On the promised collection date I phoned the store, they told me that they still don't have my order and suggested contacting customer service. I called customer service and the confirmed that the order even haven't left the warehouse yet. Excellent. I had to cancel the entire order, and left on vacation without stuff which I ordered. Dear Decathlon customer service, if you are reading this: under no cirumstances a customer will say "yes, please delay my order" if you ask "One item is missing, do you want your order to be delayed?"”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback provided and for the time spent. We are very sorry to hear about the service that you have received and about your recent experiences while shopping with Decathlon online. As we can see from your order information, there were numerous issues with stock flow and order was not going through the process the way it should. We are sorry about this as it should not be happening and we forwarded your email to our logistics manager to make sure same situation would not happen again. Please accept our apologies for any troubles that we might have caused you and if you will have any questions, please feel free to contact us on 0207 064 3000 or via customer.enquiries@decathlon.com Thank you very much and have a lovely day!

Posted 9 years ago

“Customer service at the Thurrock store is non-existent. Absolutely diabolical!”

Helpful Report

Posted 9 years ago

We are sorry to learn your recent experience in our store was negative. If you would like to escalate or for our team to forward your feedback we would like to know more about this occurrence to forward onto Decathlon Lakeside, you can contact our Customer Loyalty Team either by telephone on 0207 064 3000 or via our contact form https://www.decathlon.co.uk/en/contactUs. We look forward to your feedback into order to improve our services.

Posted 9 years ago

“I bought a bike from Dechatlon lakeside for my son on Saturday 03.08.16,just to find out on Sunday the bike doesn't work. Monday afternoon at 18: 00.we took the bike back to the shop for a exchange. We chose a new bike and the waiting just started ,the boy who put the bikes together was so slow and he spend 25 minutes on the phone ,when he finished the conversation he said there is somebody else in front of me,so after 35 minutes we just give up and asked for a refund. Very bad experience, never again.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback provided. We are very sorry to hear about the service that you received at Decathlon Lakeside recently. At Decathlon, we aim to satisfy all customers and in this case, we failed to deliver it to you. We have passed your feedback to the store manager at Decathlon Lakeside and if you would like them to contact you directly with an apology and solution, please contact our Customer Loyalty team by ringing 0207 064 3000 or via email customer.enquiries@decathlon.com and please provide us your contact details. 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 9 years ago

“Unhelpful staff at Croydon, couldn't tell me my waist size in inches. One didn't seem to care, the other couldn't do this on the computer the third laughed when I said the service was a disaster”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback provided. We are very sorry to hear about the service that you received at Decathlon Croydon recently. At Decathlon, we aim to satisfy all customers and in this case, we failed to deliver it to you. Sizing information should be available at all times and we have contacted store manager and customer service manager in regards the service that you received from few of members at the team. If you would like them to contact you directly with an apology and solution, please contact our Customer Loyalty team by ringing 0207 064 3000 or via email customer.enquiries@decathlon.com and please provide us your contact details. 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 9 years ago

“Purchased a bike Thursday 1st September and paid £12.99 for the express next day delivery! Just found out that it won't be delivered on the day that I took off to wait for it! I'm absolutely disgusted, because if I didn't check myself I would of waited all day!!! My first and last order with this joke of a company! Avoid like the plague!!!!”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback provided. We are very sorry to hear what have happened with your recent online order for express delivery and would like to confirm we processed manual refund for the delivery charges that you paid. You will receive money back in your bank account within the next 3 to 5 business days. We have passed your feedback onto our logistics manager to have this investigated and to make sure this does not happen again. Please accept our apologies for any inconvenience caused to you. Have a lovely day!

Posted 9 years ago

“Jacket on display at a discounted price, picked up item with many other items and went to the checkout was told this jacket is not at the discounted price and in the wrong place. The difference in the jacke was not immediately apparent until pointed out a panel in the side of the was different. Their was know apology from the supervisor just an attitude of tough luck. I paid for the other items and left the store.”

Helpful Report

Posted 9 years ago

Hello, Thank you for your feedback! We are very sorry to hear about price difference and about latest experienced in one of Decathlon stores. We have passed your feedback on to the managing team and we hope this will not happen again. If you will have any questions, please feel free to contact us on 0207 064 3000 and we are here to help. Have a lovely day!

Posted 9 years ago

“Dear all, I hope this message finds you all. Unfortunately I’m extremely disappointed and so unsatisfied by the swimming suit I got. Just after one use, the colors has completely changed and faded I can’t wear again any more. After one use only !!!!!!!!! Although it is mentioned that it is CHLORINE RESISTANCE More than 100 hours of use: recommended for occasional use. I’m really looking forward to hearing back from you and I also expect a refund or an exchange Item Purchased : KARLI ALLROSA 1P SWIMSUIT PINK 50 US:L/XL Date Purchased: March 2016 GUARANTEE : 2 Years CHLORINE RESISTANCE More than 100 hours of use: recommended for occasional use. Best Regards, --------------------------- Maha Ramadan maha.elgharably@gmail.com”

Helpful Report

Posted 9 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about your recent purchase for swimming suit. We have forwarded your feedback to water sports product manager and he confirmed that according to manufacturer and general reviews from the customer, this should not be happening. Therefore, if you could contact our Customer Loyalty team (customer.enquiries@decathlon.com), we will be able to help to organise exchange or full refund for the item. Process will differ depending on where purchase was done (online or in store). Please accept our apologies for the inconvenience caused to you 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 lovely day!

Posted 9 years ago

“You sent completely wrong items.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you experienced problems with your order. Unfortunately, our system made a mistake and the parcel received was not correct. However, after going through your account, we can confirm that the parcel was successfully delivered after the mistake was resolved. Please, accept our apologies for the delay in receiving the correct parcel. Have a nice day.

Posted 9 years ago

“Picked out a bike today had it tested, got a helmet, went to pay, to find out the bike was in the wrong place it was not 139.00 but 199.99 after I asked the lad how long is it at this price to which he replied oh I don't know so we then left without s bike”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems in our store. In order to take further actions, we would like to be informed about which store you visited, so we can make sure that all the items are correctly labeled. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

Decathlon is rated 4.4 based on 11,536 reviews