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

“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 8 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 8 years ago

“They didn't make a delivery.”

Helpful Report

Posted 8 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 8 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

“Never have I ever had to make so many phone calls to sort out a bike. I basically did the staffs work for them. I requested one thing and that was for the bike to be totally ready when I got there. Even then I had to instruct them on numerous things to get done and the brakes are still misaligned. Whilst speaking on the phone to the staff, they make you feel like you are in the wrong for calling them and I will never ever go back to this store. What is laughable is when ordering the bike the staff actually told me to contact another one of their own stores to sort out its delivery. Absolutely shocking and I have never experienced such disorganised and terrible service in my entire life.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are really sorry to hear that you have experienced problems with your order. We will definitely send your feedback to our UK Product Manager for avoid this bikes issue occurring again. In addition, we will take your review into account for improving the customer service provided in the stores. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Ordered 8.5 size Nikes from a UK website, so I would presume that UK size 8.5 Nikes would be delivered. Very annoyed to find that the size of the Nikes were 8.5 American Size and only 7.5 UK size. I think this is really stupid considering I was ordering from your UK website to be ordered to a UK address. Fortunately they were the right size for my mum, but that does not help the fact that I paid for trainers and did not get the order I expected or wanted! NOT HAPPY! And at the moment would not order from decathlon again!”

Helpful Report

Posted 9 years ago

Thank you for getting back to us. We are really sorry to hear that you have experienced problems with your order. We have already noticed about the sizing issue and we are working on it in order to solve the problem as soon as possible. For further occasions, feel free to call us in the Customer Loyalty Team and we will provide you a prepaid label to process the return, and make either a replacement or a refund of the item. Please, accept our apologies for the inconveniences caused. Have a lovely day.

Posted 9 years ago

“Stuff didn't arrive (dispatched through inpost!)”

Helpful Report

Posted 9 years ago

Thank you for taking the time to review your service from Decathlon. We are sorry to learn your order did not arrive to the InPost locker for collection, we will be forwarding this case to ensure that our this does not occur with our collection service with Inpost in the future. Please accept our sincere apologies for any inconveniences caused. If you have further questions or concerns please do not hesitate to contact our Customer Loyalty Team by telephone on 0207 064 3000 or via our contact form at https://www.decathlon.co.uk/en/contactUs

Posted 9 years ago

“Very bad delivery service. Whilst writing this review I have still not got my parcel. Would never use decathlon again.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have not received your parcel yet. After going through your account, we have checked that your order has already been sent from our warehouse and is now with the carrier in transit to be delivered to the locker of InPost. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“I ordered size 9.5. I received size 9. I then complained on your online form and got a standard reply. No personalisation at all and no help that wasn't already on the website. Awful customer experience. I explained that I needed this item straight away, hence paying for next day delivery. I need to use the item so had to use it even though it was wrong size, standard reply about returning it. I can't because I paid for next day as I needed it next day and i need it twice a week!!!”

Helpful Report

Posted 9 years ago

Thank you very much for contacting us. We do apologize for the problems that you have experienced with your order. According to our policy, when a parcel is sent in the wrong size, we send the customer a prepaid label and process the replacement of the product as soon as possible. We are sorry to hear that in this case you were not able to create the return form provided. If you have any concern, please do not hesitate to contact us is in the Customer Loyalty Team (0207 064 3000) and we would be pleased to take further actions. Have a nice day.

Posted 9 years ago

“I just wanted to make a purchase, I didn't want to join anything or have a card. Just too pushy and demanding. I won't be buying anything else. It's not easy to unsubscribe either.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with Decathlon. Unfortunately, for placing an order, the customer must create an account. However, we will send your feedback to our IT Team in order to improve the service provided and try to simplify the current system. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Did not reciece an email to say our items were in store, even though it was showing on my account as in store. I went over to decathlon Coventry twice, but they told me if I hadn't received the email that it wasn't there. On the third occasion the girl went and looked for our order and actually found it. It had been there all along. Unfortunately both items arrived too late for the holiday they were intent to be used on.”

Helpful Report

Posted 9 years ago

Thank you for getting back to us. We are sorry to hear that you have experienced problems with your order. We will send your review to our Coventry Store Manager in order to improve our service and avoid this situation in the future. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Still waiting for delivery.”

Helpful Report

Posted 9 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. After going through your account, we can confirm that your order is now with the carrier in transit to be delivered to the InPost point in Toys 'R' Us 6 Oakenshaw Road, B90 4QY Solihull. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

“Still waiting for parcel. Was supposed to be here Monday night with in post. Thought it would be more convenient as I work shifts to collect from a locker. Still not at the locker and in post have provided no explanation yet. Throughly wish I'd gone elsewhre”

Helpful Report

Posted 9 years ago

Thank you for getting back to us. After going through your account, we can confirm that your order is now with the driver. As soon as the parcel is going to be in the locker, you will receive a text with a code which will enable you to open it. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 9 years ago

Decathlon is rated 4.4 based on 11,525 reviews