Decathlon Reviews

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

4.4 Rating 11,520 Reviews

86 %

of reviewers recommend Decathlon

4.4

Based on 11,520 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I usually find Decathlon helpful with no complaints. However, I recently went to exchange an unused item which was too small and was told it could not be exchanged after the person at the till rang the relevant department. When I asked why and said that nobody had told me this at the time of purchase, I was told there were apparently signs in the area I got it from and was told to go speak to the staff there. I wandered over and after looking around for a bit I found an A5 size sign mixed in with 5 or 6 other signs. Hardly stand out. I have also since looked on the product's page on Decathlon's website and there is no clear mention of the exchange policy for this type of item on there either. Having had the exchange policy on climbing karabiners explained to me I completely understand the safety reasons for this. However, I feel that basic customer service was missed by not clearly informing the customer of this policy at the time of purchase. For example, it is fairly common knowledge that you can't return/exchange earrings in stores, but this has never stopped a shop assistant, in any store, informing me of this when preparing to purchase such item at the till. I had hoped to write to Decathlon directly, but having browsed the contact us page and other areas of the website there does not appear to be an email, postal address or feedback form provided. Not everyone would want, or have time, to call the customer loyalty line. This mode of contact would be a good addition to the website and may reduce the number of negative reviews for the company on this site and others. In summary, decent store, nice staff (although maybe a little too laid back at times) but some small details in basic customer service is lacking.”

Helpful Report

Posted 8 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about what have happened with the recent purchase that you had with us and about lack of communication with our returns policy. We will pass your feedback for a National Sports manager for Mountain and Camping sports and this will be taken into consideration. We hope it will be updated as soon as possible and your next experience will be better. if you will have any questions, please feel free to contact us and we are here to help you. You can find contact form on the link below or can ring us 0207 064 3001. http://www.decathlon.co.uk/contact-us.html Thank you very much for your patience and have a great day!

Posted 8 years ago

“TI purchased a rock rider 560 at the weekend and whilst I cannot fault the bike, it's prep or the general service at the time I am extremely annoyed that, despite me asking many questions about the bike being on offer at the time, I have logged in to see if my glowing review of the product has been published only to discover the bike is now £40 cheaper. I appreciate the staff don't have to divulge this information to me at the time of purchase but from a customer care point of view I think it's particularly unfair and short sighted of them. We are heading on a camping trip in a months time and I now feel it's unlikely I will be purchasing any further goods from decathlon for this trip as it has left a bitter taste I'm afraid.”

Helpful Report

Posted 8 years ago

Dear Matt, thank you for taking the time to feedback your experience with Decathlon. We apologise you feel you have been short sighted, our store team would not have been made aware of an upcoming sale on this product, the reason the bike has been reduced by £40.00 is due to the bike being on a end of line sale, once the stock for this. You will be contacted by the Customer Loyalty Team regarding your concern.

Posted 8 years ago

“Good shops, good prices, good stuff, terrible website! Took three days to ship an order which was supposed to be processed in one day. Emailed them to cancel the order as it was too late for my holiday, no reply. My faith in the brand is damaged.”

Helpful Report

Posted 8 years ago

Hello Dave. Thank you for having taken your time to send us your feedback. We are really sorry to hear that your online experience has not been as easy and pleasant as it should. We take every comment into consideration in order to improve our services and facilitate our customer's journey. We do apologise for all the inconvenience caused. Hope to see you in Decathlon again soon. Have a good day!

Posted 8 years ago

“I collected an outdoor table tennis table from the Poole store. The staff dragged the box along the floor as it was too heavy to carry. This could have damaged the product but fortunately did not. Upon unpacking at home the wheels and cover were missing. Customer services arranged to deliver the missing items but failed to confirm a delivery date so no one was home to receive the items which were returned to sender. This was weeks ago and despite numerous phone calls are still missing. Decathlon have failed to call me back on any occasion. Extremely frustrating.”

Helpful Report

Posted 8 years ago

Hello Simon Thank you for having taken your time to send us your feedback. We are sorry to hear about the status of your item when delivered. Please do not hesitate the team in Poole or directly our Customer Loyalty Team if your case is still on going. We do apologise for all the inconvenience caused. Have a nice day.

Posted 8 years ago

“DHL are a terrible terrible delivery company.”

Helpful Report

Posted 8 years ago

“Second time I had hassle from you”

Helpful Report

Posted 8 years ago

“Having ordered a Pro Run treadmillI I was completely staggered by the incompetence of DX Delivery Solutions and hugely frustrated by the fact that it is IMPOSSIBLE to contact them and speak to anyone. It failed to arrived on the first day (1 day at work lost for me - it should have been with me by 10am) after spending the morning and afternoon on the phone it transpired that DX had lost the treadmill. I reordered it and scheduled a second day off work. The treadmill did not arrive. After several phone calls to Decathlon who eventually were able to contact DX it transpired that the treadmill was damaged and could not be delivered. A second day of work missed. Eventually I reordered the treadmill and hired a van and collected it myself. In total therefore the treadmill cost me £799 + £300 missed at work + £100 to hire a van. You can imagine my further incredulence when the very helpful Decathlon operative offered me a £10 goodwill voucher.”

Helpful Report

Posted 8 years ago

Dear Rachel. Thank you for having taken your time to send us your feedback. Our aim is to improve our services so we have forwarded your feedback to our delivery company to make them aware of your situation and avoid this situation in the future. We do apologise for all the inconvenience caused and the delay on handling your parcel. If you require any further assistance please contact our Customer Loyalty Team (http://www.decathlon.co.uk/contact-us.html) Have a nice day.

Posted 8 years ago

“Customer services made promises, raised my kids hopes, (I did a 70 mile round trip to nearest store as a result) then let down.”

Helpful Report

Posted 8 years ago

Dear Rajen. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused and we appreciate your understanding. If there is anything we can help please contact our Customer Loyalty Team (http://www.decathlon.co.uk/contact-us.html) Have a good day.

Posted 8 years ago

“I ordered a pair of size 5.5 adidas trainers for my son and a size 6 arrived in the post. Rather than returning via the postal service I went down to my nearest Decathlon store to see if I could exchange for a 5.5 in store, only to be told that there is no size 5.5 available. When I directed the assistant to the website she said they go by European sizes so half sizes don't exist. I got my refund ok but was out of pocket £4 for delivery of an item that appears to never have been available in the size I required (or was advertised on the decathlon website).”

Helpful Report

Posted 8 years ago

Hello Gareth. Thank you for having taken your time to send us your feedback. We have forwarded your comments to the correct department in order to make the relevant modifications on the website. We do apologise for all the inconvenience caused. Have a good day.

Posted 8 years ago

“I am still awaiting delivery of my item purchased and paid for several weeks ago”

Helpful Report

Posted 8 years ago

Dear Ray. We are sorry to hear that are still waiting for your items. Please contact our Customer Loyalty Team (http://www.decathlon.co.uk/contact-us.html) to have an update on your order and know the reason of the delay on your delivery. We do apologise for all the inconvenience caused. Have a good day

Posted 8 years ago

“Having been impressed and really enjoyed shopping in a big Decathlon in France, I have been very disappointed and frustrated by your UK stores and the website. Whilst the majority of products are good value, the lack of variety of goods in some stores has meant I have had to travel a round trip of 100 miles to get what I wanted - not happy! Furthermore the website doesn't make it clear which items are in stock at the stores, which means double checking for every item - a real pain. Some serious thought on customer service is needed.”

Helpful Report

Posted 8 years ago

Dear David. Thank you for having taken your time to send us your feedback. Our aim is to improve our services therefore every feedback are taken into consideration and hopefully some improvement will be done soon on the website. We do apologise for all the inconvenience caused and we hope to see in Decathlon UK again soon. Have a nice day!

Posted 8 years ago

“I ordered two items, both were marked as in stock. After the estimated delivery date approached I called customer services for an update, only to be told that one of the items was waiting stock from their European distribution centre and delivery time was unknown. So from my experience don't believe stock status on the website or expect any communication from Decathlon to inform of delays, although postage costs were refunded to compensate.”

Helpful Report

Posted 8 years ago

Dear Craig. We do apologise for the inconvenience caused when processing your order and the lack of communication. Unfortunately we don't keep stock of all the items in our UK warehouse therefore sometimes we need to request the items from our international warehouse. Hope you won't face the same issue with your future orders. Have a great day!

Posted 8 years ago

“Very disorganised and poor service. The wrong size arrived and I had to go the shop 3 times in the end to get one pair of kids football boots in the right size”

Helpful Report

Posted 8 years ago

Dear Susan, Thank you for contacting us. We are sorry to hear that you have experienced problems regarding your order. At decathlon.co.uk you have two options for making a return: - Return by post - Return to a Decathlon store of your choice (the invoice related to your order is available via your personal account, on our website) How to create your return form online? You must create and print out your returns form on our website. This returns form stating your returns ID must be enclosed with your parcel. To do this, just go to your "My account" personal space and click the "Make a return" link. If needed, we can create your returns form for you. If you have not printed your returns form, please write your contact details on a piece of paper along with your order number and the chosen exchange/refund option. Please stick it directly onto your parcel and send it to the following address: Decathlon Logistics UK Unit 200 Caswell Road Brackmills Industrial Estate Northampton, NN4 7PW On receiving your parcel, we will release your exchange order or process your refund. For more information about our return process, please have a look at our website: http://www.decathlon.co.uk/return-policy.html Thank you for your patience. Please feel free to contact us for any further questions. Have a nice day.

Posted 8 years ago

“Brought a bike from your store in branksome Poole yesterday 15/05/16 the person did a 30 seconded check and said the bike was all ok when we got it home the tyres were flat the gears did not totally engage and the brakes squealed not a good check after spending £159 we thought it would be road worthy when you purchase it”

Helpful Report

Posted 8 years ago

Dear Adrian, Thank you for contacting us. We are sorry to hear you have experienced problems with the service received in store. Please contact your local store team directly and they will be able to aid you with your request: 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 patience. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day.

Posted 8 years ago

“Sizes given for jacket didn't match size chart on the website and I phoned customer services who didn't seem to know or understand the situation. Advised to buy size L but it was too big”

Helpful Report

Posted 8 years ago

Dear Lisa, Thank you for contacting us. We are sorry to hear that you have experienced problems regarding your order and the size guide. At decathlon.co.uk you have two options for making a return: - Return by post - Return to a Decathlon store of your choice (the invoice related to your order is available via your personal account, on our website) How to create your return form online? You must create and print out your returns form on our website. This returns form stating your returns ID must be enclosed with your parcel. To do this, just go to your "My account" personal space and click the "Make a return" link. If needed, we can create your returns form for you. If you have not printed your returns form, please write your contact details on a piece of paper along with your order number and the chosen exchange/refund option. Please stick it directly onto your parcel and send it to the following address: Decathlon Logistics UK Unit 200 Caswell Road Brackmills Industrial Estate Northampton, NN4 7PW On receiving your parcel, we will release your exchange order or process your refund. For more information about our return process, please have a look at our website: http://www.decathlon.co.uk/return-policy.html Thank you for your patience. Please feel free to contact us for any further questions. Have a nice day!

Posted 8 years ago

“I was very disappointed with my order as half of it did not fit due the inconsistent sizes of the clothes. Surely a sizing system is to make clothes a standard size, Decathlon appears to be unaware of this and have clothes labelled as large but are actually small or medium.”

Helpful Report

Posted 8 years ago

Dear Daniel, Thank you for contacting us. We are sorry to hear that you have experienced problems regarding your order and the size guide. Depending on the brands and product models the sizes may differ and the fitting might be tighter than usual. At decathlon.co.uk you have two options for making a return: - Return by post - Return to a Decathlon store of your choice (the invoice related to your order is available via your personal account, on our website) How to create your return form online? You must create and print out your returns form on our website. This returns form stating your returns ID must be enclosed with your parcel. To do this, just go to your "My account" personal space and click the "Make a return" link. If needed, we can create your returns form for you. If you have not printed your returns form, please write your contact details on a piece of paper along with your order number and the chosen exchange/refund option. Please stick it directly onto your parcel and send it to the following address: Decathlon Logistics UK Unit 200 Caswell Road Brackmills Industrial Estate Northampton, NN4 7PW On receiving your parcel, we will release your exchange order or process your refund. For more information about our return process, please have a look at our website: http://www.decathlon.co.uk/return-policy.html Thank you for your patience. Please feel free to contact us for any further questions. Have a nice day!

Posted 8 years ago

“After ordering a size 6.5 boot as was shown on the website I received a size 6. I returned this with a note explaining what had happened and suspecting their was no half sizes said I would take a 7 if this was the case. This was the case and despite my note and the explanation I had put on the returns section on the website I received another pair of boots exactly the same as the ones I had returned. I also explained on twitter only to receive a reply insinuating it was my fault when clearly the boots are labelled incorrectly by Decathlon. My son who the boots were for plays at a football league academy and it has caused him great distress playing in worn out boots while this has been dragging out.”

Helpful Report

Posted 8 years ago

Dear Cory, Thank you for contacting us. I am sorry to hear you have experienced problems with your order. We looked into the cause of this error and have discovered that we have made a miscalculation with the UK & US sizing of this model. Different brands use different measurements to measure their footwear, we have applied our Decathlon branded size chart to this product which has caused the UK & US conversion to be incorrect, the EU size remains correct. We apologise profoundly for this inaccuracy and will be reporting this back to product manager to make the necessary changes so that we can avoid this occurring in the future. Thank you for your patience and understanding. Please accept our apologies for the inconvenience caused and feel free to contact us for any further questions. Have a good day!

Posted 8 years ago

“It took about a month for the item to be delivered.”

Helpful Report

Posted 8 years ago

Hello Monique, Thank you for getting back to us. According to our system your estimated delivery date was the 07/03/2016 and the parcel was dispatched from our warehouse on the 04/03/2016. We tracked your order and we can see that DHL delivered the first part of it on the 07/03/2016 to you and the second part on the 10/03/16 as per arrangements made. We apologise in the behalf of DHL if the delivery timing was not satisfactory. Thank you for your patience and have a good day!

Posted 8 years ago

“It is an interesting bike, I try to like it, but things after 1week make me not be sure about the quality... The cover of the cable for the rear brake, broken already (peeled), the rear wheel braked, (because the cable does not do the spring movement anymore?) And the gears jumping from 1 to 3, no 2nd. And all the cables came hidden on the frame so you can't much without dismount the whole bike.”

Helpful Report

Posted 8 years ago

Dear Jaime, Thank you for contacting us. Please contact our Customer Loyalty team using the following link: https://www.decathlon.co.uk/en/contactUs. We will be happy to help you to fix this situation. Thank you for your patience. Please feel free to contact us for any further questions. Have a nice day!

Posted 8 years ago

“I have ordered something for my niece. Unfortunately i forgot to change my address as i moved recently. At first Decathlon was very helpful contacting Royal mail. But still i did not get my item. What i think is bad. That i have paid for delivery, and still i had to pay £15 for a cab to go and pick my stuff. Maybe its not Dechatlon its Royal mail, but still i think they should have done more, or at least refound back the postage, not saying my time and vab i paid extra.”

Helpful Report

Posted 8 years ago

Dear Elisabeta, Thank you for getting back to us. We are sorry to hear you experienced problems with your delivery. We are able to change the shipping address until the parcel is in progress in our system, after the dispatch the only way to rectify it is contacting directly the delivery company. We hope that next time you won't have any issues with your online order and we thank you for your patience and understanding. Have a good weekend

Posted 8 years ago

Decathlon is rated 4.4 based on 11,520 reviews