I was very pleased to find an excellent entry level bike for my wife in the Triban 520 however the customer experience at Decathlon could be improved. We made the order online together and paid with her credit card. I received a confirmation that the order was placed and waited for the item to arrive in two days. When it didn't arrive after 4 days, I rummaged through my email to find one saying "Request information for your order DCUK2361551" that then informed me "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." request two pieces of ID. When I called up to find out the problem, there was a mismatch between my name and my wife's name on the credit card, fair enough, but why email something that is holding up a £500 order...wouldn't you phone the person? Couldn't change the credit card so then had to cancel and reorder and was told "Your estimated collection date is the 11/06/16". We live a distance away from Croydon so can only get there at the weekend, arrived at 2pm on the day to be told the bike hadn't arrived....the collection date was only 'estimated'. Fortunately as we were leaving we took a look at the bikes, got chatting to the mechanic and discovered that the bike was in but hadn't been assembled....he was working on it on the stand in front of us! The mechanic and the till staff were excellent but the process of managing the customer by email could be improved and brought into line with other online operators. Nothing Decathlon did was technically wrong but because the style of communication I presume is adapted from the way they do it in France, it is not suited to UK users...I would expect a problem with my credit card to be flagged in big red letters not 'request information', I expect the delivery date to have a time on it, otherwise I expect it to be the earliest the store opens on the said date, otherwise only tell me when it is in, particularly for click and collect when you know people are making a journey.