We ordered a tent which arrived damaged. After a bit of confusion over how to contact Decathlon to say the tent was damaged and send pictures, we got through. We got a nice reply, asking some questions. Unfortunately it was a no reply email address so we couldn't respond . Anyway, to cut a long story short a courier was sent to pick up the tent, and then a new one was sent out. I think the website should provide an email address you can contact rather than having an online form, and I think customer services should reply to you with an address you can get back to....but apart from that I have no complaints over how the exchange was handled and the contact we've had has always been friendly and polite. We're very happy with the tent and the price we got it for too. We've bought from Decathlon several times in the past and always been very happy.