Decathlon Reviews

Name: Decathlon
Address: Canada Water Retail Park,Surrey Quays Road, London
Rating: 4.43

4.4 Rating 11,514 Reviews

87 %

of reviewers recommend Decathlon

4.4

Based on 11,514 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

Write Your review

Tell us how Decathlon made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have reserved items in store, only to be told they're subsequently out of stock. I've placed an online order and it's not been despatched by the time they said it would and too late to be any use to me. Neither complaint ever got a reply from the customer loyalty team......will never order from them again.”

Helpful Report

Posted 8 years ago

Dear Customer. We would like to sincerely thank you for the time you have taken for giving us your honest feedback. Regarding your enquiry, we would like to inform you that due to unexpected issues we encountered because of a strike in France we could not reach our estimated delivery days. We are really sorry about the unavailability of our services team and lack of communication as we were experiencing a huge call demand because of the order delays. We hope we will hear from you in the future with a better experience at Decathlon. Thank you for your understanding. Have a nice day!

Posted 7 years ago

“I cant say they have made me happy fuming more like”

Helpful Report

Posted 8 years ago

“No stars I have just cancelled my order of 3 bikes and had to find alternatives. By far and away the worst service I have ever had!!! Customer loyalty team are crap and that's being nice. Warning to people wanting goods coming before Xmas.... Go elsewhere they aren't coming in time and I wouldn't trust them saying that they will!!!”

Helpful Report

Posted 8 years ago

Dear Jannie. We are so thanfully for the time you spent writing us your feedback. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Apologies for all the inconveniences caused regarding your online order. At Decathlon we aim to satistied our customers and it seems that we failed in that ocassion. We will pass your feedback to our Customer Loyatly team in order to avoid that this situation happen again in the future. Thank you for your patience. Have a great day.

Posted 7 years ago

“Ordered my son amongst a lot of other things from Decathlon a bike for Xmas on 7th Dec for delivery by 13th Dec. Tried to track package on line but states "In Progress" so on 13th I phoned "customer services" to ask if it was arriving today. They said there had been a problem and she would find out for me - waited about 10mins before line went dead. Phoned back and spoke to another person - who said he would get the first person to call me back as she was dealing with it. No Phone Call. Phoned AGAIN - told that they would look into it and ring me back within the hour - no phone call. Phoned AGAIN 4th time - to be told there had been a problem in France the previous weekend and its now in the distribution ctr in Northampton and he would advise delivery date. I then received an e-mail overnight to advise that the delivery would be on the 16th - but yet online it was still stating "in Progress" I phoned again to confirm that the delivery would be the 16th (as this was being delivered to my office ) was told they couldn't promises this ! I asked them to check when it could be delivered and was told "He didn't know why i had an e-mail saying it would be with me by the 16th as they cannot do that and I have two choices, I either wait for it to arrive(in the hope it will before Xmas) or I can cancel the order!" I asked them if they would like to explain that to my son on Xmas day if it didn't arrive - he told me that was nothing to do with him ! I have today checked again on line and still states "In Progress" so have been told by customer services (after leaving several messages today as lines are busy for a phone call back, and on Twitter but not received one) I contacted them again to be told that there is no way it will be delivered by the 16th (tomorrow) as it is still somewhere in the distribution warehouse! I said I would therefore like to cancel my order as this is not good enough - no comment from them or apology just told they will refund my card in 5 days (it went out of my account the same day I ordered !) Very Very disappointed that now 1 week before Xmas I have to start looking for alternative bikes - going shopping in the limited time I have now between now and then !”

Helpful Report

Posted 8 years ago

“I've been trying to get through to you since Sunday and there is not one person can help I paid £50 for a gift voucher that was to be sent to me by email and I'm still waiting 6 days later you have it out of my account so give me my money back or the gift voucher”

Helpful Report

Posted 8 years ago

“So far Decathlon have: - Cancelled my son's xmas present delivery booking without consulting me; - Promised to refund me immediately to make up for the mistake above and failed to do so / lied about this in writing; - Failure of customer services management or twitter customer services to respond for 3 days; - Customer services rep lied about the name of their manager - and promised they would call - only to find when I rang back in they had given me the name of another rep and nobody had been asked to call; - Failure of senior management team to respond to contact either by email or twitter DM; - I would strongly advise giving this organization a wide berth - as when they make a mistake their customer service is non-existent - and to date I have not seen any money back either so I am unsure as to whether they actually do refund cancellations.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you spent for giving us your feedback. We are sorry to hear you have experienced problems with your refund. We appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. Also, we can confirm that we forwarded your feedback to our Head Office which will be sure that this situation will not happen in the future. Thank you for your patience. Please apologise for any inconvenience caused and feel free to contact our Customer Loyalty team at 02070643000 for any further questions. Have a lovely day!

Posted 7 years ago

“Ordered the item on the 10 and was sent an email confirming pick up at local store on the 14th, item not delivered I had put by the time to go and fetch the item so that was wasted, Telephoned customer service and the lady could not understand what had happened and was to investigate further and promised to call me back in 90 mins. NO CALL, so more wasted time waiting for a call. telephoned again and was told it would PROBABLY ARRIVE ON FRIDAY. Appalling service, as previous I will use sports direct or go outdoors.”

Helpful Report

Posted 8 years ago

Dear John. Thank you for the time you have spent giving us your feedback. We are incredibly sorry for the delay in the delivery of your order. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Unfortunately, this was an isolated case and we apologize for the inconveniences that this may caused to you. We were trying to reach all our customers and kept them updated but in this case it seems that we failed. Please accept our apologies for all the lack of communication, we will forward your enquiry to our Customer Loyalty team in order to avoid that this situation will happen in the future. Thank you very much for your understanding. Have a great day.

Posted 7 years ago

“To be honest right now I wouldn't even rate this company a one!!! I still have no bikes and my children break up tomorrow and still believe in Father Christmas, so when they see these bikes being delivered that lovely fairy tale may end. Customer loyalty is an absolute joke nobody knows what they are doing, they even say there is no manager in there to talk to. They have lied to me all week about delivery times and that's if I'm lucky enough for them to actually answer the phone. If they don't arrive tomorrow I will have no choice but to cancel my order and hire a van and go elsewhere. I only wish is read all these other reviews before I used Decathlon !”

Helpful Report

Posted 8 years ago

Dear Jennie. We are extremely sorry to hear your experience with us was unsatisfactory. In Decathlon we aim to provide excellent customer service with delivering good value products on time. It is obvious that at this time we have failed to do so for which we are deeply apologetic. We are now forwarding your feedback to the relevant department to make sure we can better our services in all the mentioned topics in the future. Should you have any further unsolved issues on topic, please give our Customer Loyalty Team a call on 02070643000. We thank you very much for the time you took to give us your feedback, we would like to thank you for your patience. We wish you a lovely afternoon!

Posted 7 years ago

“Delivery delayed as they didn't load in time so didn't arrive when quoted. click and collect have received a delivery but staff can't confirm item in the delivery as too busy. meanwhile I have suitcase open waiting to leave for gatwick, not hopeful of getting the snorkles for holiday. Will never use again.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you very much for communicating the issue to us. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. . We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. If you still have any questions please contact our Customer Loyalty team who will be happy to help you. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a good day.

Posted 7 years ago

“Disgraceful. Placed order on 5th. Email confirms I will have it by 8th. Is now 14th and no sign. Have made 3 phone calls, one lady is trying to find my order for me and has been very apologetic. I realise it is not her fault. When I track my order online myself, it states that the order has been prepared and is awaiting to be sent but it has been saying that since the 6th. I fail to see what is causing such a delay and will be seeking a refund. Rest assured, you have lost all future custom of mine”

Helpful Report

Posted 8 years ago

Dear Sharon. We thank you for taking the time to leave us your feedback. We are extremely sorry about the inconveniences that our delays have caused to you. In regards to your enquiry, we would like to inform you that unfortunately we have experienced a strike in the border of France during last Christmas which caused 3-4 days of delays. If you have any questions about how to return or cancel an order with Decathlon, please do not hesitate to contact our Customer Loyalty team who will be able to help you at your best convenience. We are sorry for the delay with your parcel delivery and for any inconvenience that this might have caused you. Thank you very much for your patience. Have a nice day!

Posted 7 years ago

“Order goods which wernt dispatched on time or were out of stock so order been cancelled. Needed to place the second order which still didnt arrive and estimated delivery was few days ago. Also noticed today payment for the first order which was cancelled was taken also. Contacted customer serves not even apologies were given. Very bad experience and poor customer service”

Helpful Report

Posted 8 years ago

Dear Irina. We thank your for the time you have spent giving us your feedback. In regards to your enquiry, we regret to inform you that, unfortunately, we have experienced a strike with some of our trucks coming from Europe in France last Christmas. Unluckily, this caused 3-4 days of delays in all our online orders. In relating to your online purchase, please contact our Customer Loyalty team at customer.enquiries@decathlon.com who will be able to find the most suitable solution at your issue. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a nice day.

Posted 7 years ago

“Totally useless.Fed up with excuse after excuse.Ordered then nothing arrived and no call back so cancelled.Tried again and nothing arrived so rang and yet again excuses - so many excuses.Cancelled second order.Will never use this company again.Sports Direct here I come !!!!!!!!”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused and the lack of communication. Regarding your enquirym we would like to inform you that we have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Our aim is to improve our service so we have made aware of your situation to our Customer Loyalty Team to avoid this lack of communication in the future. We appreciate your understanding and please accept our apologies for all the inconveniences caused. Have a nice day

Posted 7 years ago

“I ordered online in November and was assured dispatch would be on the 1st Dec, since then I have had one email telling me that they were having a problem with one item. I phoned and was told that the item was not yet in the UK but would be in within 2 days. A week later I discovered that my credit card had been charged, I phoned and was told that it was still not in the UK and they could not even tell me if it would be in this year! I phoned head office they fobbed me off with 2someone would phone back". I have now put it in the hands of the credit card dispute department.”

Helpful Report

Posted 8 years ago

Dear David. Thank you for contacting us and giving us your feedback. Regarding your enquiry, we are sorry to inform you that we have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. Please accept our apologies for the lack of communication an availability with your Customer Loyalty team and the stores over the phone during that period and do not hesitate to contact them at 0207 064 3000 for any further questions. Thank you very much for your understanding. Have a great day

Posted 7 years ago

“I used the bike shop in Surrey Quays to get a cassette fitted to a wheel. It was done in seconds, high quality parts and very friendly staff. I asked them lots of questions to ensure I got the best product for my needs and they were very knowledgeable.”

Helpful Report

Posted 8 years ago

“Phoned Braehead today to check stock availability - after going through all the automated processes the phone rang for customer services but as there was no answer I was cut off. I can't check availability online for this item. Not good.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you have spent giving us your feedback. We are really sorry about the lack of communication of our services team, we are experiencing a huge call demand because of the order delays. We will pass your feedback to our Customer Loyalty team. However in order to solve your situation as soon as possible, you can contact your Breahead Decathlon store and check the stock availability or ask advice regarding the best alternative for you to our experts. http://www.decathlon.co.uk/decathlon-stores.html Using this link you can find the nearest Decathlon Store to you, find their contact (opening times, telephone number and address), you also have the option “@Contact my store” which will allow you to send an email straight to the store. Thank you for your understanding. Have a lovely day!

Posted 7 years ago

“best sports shop around the north east prices are very rasonable lots of good fishing gear 100% great value for money 5*”

Helpful Report

Posted 8 years ago

“Bought an archery bow. I travelled 150miles to get it. Opened it and all of the items inside were missing. Called the shop and they wont replace unless i go back and wont hold one for me. I could spend more in petrol returning it than the cost of the bow and end up with no bow. If id bought onli e they deal with it differently. Im fuming and it is impossible to find a complaint number. I will use the much cheaper and no hassle Amazon in future. Shame i used to really like Decathlon.”

Helpful Report

Posted 8 years ago

Dear Lewis. Thank you for contacting us and giving us your feedback. Regarding your request, we regret to inform you that unfortunately for all the purchases made in the stores we are only able to process exchanges or refund in the store. In regards to your recent online purchase, we would like to suggest you to contact our Customer Loyalty team who will be able to find the most suitable solution for you. Once again, we are deeply apologetic for what has happened and we thank you for your patience regarding this. Have a nice day.

Posted 7 years ago

“So angry with Decathlon right now, Seems like they really don't care if you are an online customer and treat you with contempt. Like the majority of the other online customers who have left reviews they refuse to deliver orders by promised dates. I ordered a football kit for my son for Christmas, beginning of December as I had to wait for the shirt to be in stock. As soon as it was I ordered it. and they said it would be delivered in 2-3 working days. It wasn't and Decathlon didn't send an email or text to let me know there was a problem. I had to chase it to find out and was told abruptly that there was a problem getting their deliveries through to UK and would be here before 12th. Its now the 12th and again no message from Decathlon and again I had to chase them to discover the hold up. Now the lady from what's laughingly called Customer Services told me that the shirt wasn't in stock again and don't have a clue when it will be delivered as they are waiting for it to be in stock again so they can ship the whole order. After reading quite a few reviews by other customers online and in store it seems as though the only customers Decathlon care about and whose return custom they want is the customers who can get to a store. Trust me if I could I wouldn't have given them a star if I had the choice they don't deserve it”

Helpful Report

Posted 8 years ago

Dear Dawn We are so thanfully for the time you spent writing us your feedback. We are really sorry about the unavailability of our services team, we are experiencing a huge call demand because of the order delays. We have had strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days. Apologies for all the inconveniences caused regarding your online order. At Decathlon we aim to satistied our customers and it seems that we failed in that ocassion. We will pass your feedback to our Customer Loyatly team in order to avoid that this situation happen again in the future. Thank you for your patience. Have a great day.

Posted 7 years ago

“Amazing staff. Really helped us through the process. Stayed with us all the way.”

Helpful Report

Posted 8 years ago

“Very impressed with choice of goods and their quality. Great affordable prices. Staff extremely helpful too.”

Helpful Report

Posted 8 years ago

Decathlon is rated 4.4 based on 11,514 reviews