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

“Really poor customer service after a their delivery timeline mistake.”

Helpful Report

Posted 8 years ago

Dear Alex, thank you for your feedback provided. We are sorry to hear you have experienced delays with the delivery of your order. 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 Contact Us through our website. Thank you very much and have a lovely weekend!

Posted 8 years ago

“I ordered a riding hat which is not to british standard nor safe to use - this should not be on sale!! it is not allowed to be used on a riding school”

Helpful Report

Posted 8 years ago

Hi, thank you for your time providing your feedback. We are sorry to hear you have experienced problems with the standard of your new horse ridding helmet. We can confirm the helmet standard is EN 1384 certified and can still be worn in training and competitions. However, some organizations may require other standards for their competitions. Thank you for your patience and understanding.

Posted 8 years ago

“Called into store twice to order a bike, twice the blonde guy with an accent walked away mid order. Finally found another member of staff and the bike I wanted was out of stock. Poor customer service”

Helpful Report

Posted 8 years ago

“I checked availability of adjustable hand grip on Friday Sep 02 2016. The website for Botley Road Oxford said 4 in stock. I ordered and paid for 1, reference # 8344978 at a cost of £6.99. I received confirmation of the order and collection on Sunday Sep 04 2016 and provided with a 3 day window to collect. Upon arrival at the store on Tuesday 06 2016 and inquiring about my order, I was presented with a bag where the tag had fallen off. The bag was identified as being the correct one for me. Unfortunately, someone had picked the wrong part and instead I was presented with a pair of essential hand grip reference 8344977 priced at £3.50. Just as well I checked the bag. I spoke to Annalisa who was very helpful and she apologized for the mistake. It transpired that the 4 in stock never existed and the wrong grips were placed in the bag for whatever reason, something I won't comment on in print. For some reason, I also noticed that the part reference # is nowhere to be seen on the order confirmation. You took too long to acknowledge my order, you implied that you had stock when you didn't and the wrong product was placed in the bag. On the basis of my experience with your Company, I won't be placing any more orders with you and will deal online with other Companies instead. At best, if I'm passing the store I might call in and select products in store. So far, the products I have purchased have been fine, but it's early days, so time will tell. I suggest your Management take a long hard look at how you can improve ordering online and in house picking.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your feedback provided. We are very sorry to hear about your previous store experience and about mistake with your reservation order. Service that you received is not acceptable therefore we forwarded your feedback to the store manager and customer service team who will be able to make sure accurate stock information. If you would like them to contact you back with an apology and solution, please contact us on customer.enquiries@decathlon.com and provide us your contact details. Thank you very much for your understanding and time spent. Have a lovely day,

Posted 8 years ago

“Went looking for a life jacket at decathlon Coventry , we managed to find one which was signed at being £19.99 , which for a beginner was a good price . When we got to the till we were surprised at the £29.99 cost . After the supervisor came over and went to check , we found out there was 2 different types but only one price sign . And they didn't have bigger sizes in the £19.99 type. As a bigger guy we struggled to find my size . There was no real solution or help and I expected them to honour the price sign posted , but that didnt happen. I needed a life jacket so paid the higher price , but I'm not happy with the service that was given and the bad signing on the garments .”

Helpful Report

Posted 8 years ago

Hello, Thank you for your feedback. We are sorry to hear about your previous experience at Decathlon Coventry. We have forwarded your feedback to the store manager and customer service team and we hope that your next experience will be much better. Please accept our apologies for any inconvenience caused to you. Have a lovely day!

Posted 8 years ago

“Upon selecting new triban 520 bike, i was told the safety check would be carried out after completing the bike currently being set up in 15/20 mins time. I wanted to buy various accessories for my new bike so was browsing through the shop for at least 40 mins. Upon returning to the set up area i was told the assistant setting up my bike had gone on tea break and my bike was left in the rack where it had been situated when i came into the store. My bike was then set up by another assistance who was extremely helpful. Purchasing a new bike should be an exciting, enjoyable experience but after spending over £450 i found it more frustrating and annoying than enjoyable. I would not recommend decathlon coventry to anyone looking to purchase a new bike.”

Helpful Report

Posted 8 years ago

Hello, Thank you for your feedback provided. We are very sorry to hear about the service that you received at Decathlon Coventry recently. At Decathlon, we aim to satisfy all customers and in this case, we failed to deliver it to you. We can confirm that your details have been forwarded to the store manager at Decathlon Coventry and if you would like them to contact you with apology and solution, please contact our Customer Loyalty team on 0207 064 3000 or via customer.enquiries@decathlon.com and please provide 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 8 years ago

“Visited the Bolton store last evening and after searching for a specific product sought assistance. Spoke with 2 very disinterested staff members who assured me they could not check on the system if the product I wanted was in store, out of stock, on order or if available at another store, etc., - but despite this (whilst queuing at the till to speak with an assistant) had plainly heard another customer be advised his product was available in the Wolverhampton store! Seemed to have sufficient staff but none interested enough to bother to help. There are other similar stores locally WHICH I WILL BE USING.”

Helpful Report

Posted 8 years ago

Hello, Thank you for contacting us and for your feedback provided. We are very sorry to hear about your recent experience in one of our stores and about the level of service provided to you. At Decathlon we aim to satisfy all of our customers and in this case we failed to deliver the service to you. Please accept our apologies for the inconvenience caused to you and we appreciate your patience and understanding. We have forwarded your feedback to a store manager at Decathlon Bolton and if you would like them to contact you with apology, please contact us via email (customer.enquiries@decathlon.com) and provide your contact details. If you will have any questions, please feel free to contact us and we are here to help. Have a lovely day!

Posted 8 years ago

“We had to return most of the stuff the staff is not helpful at all.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you experienced problems with one of our stores. In order to take further actions, we would like you to provide us the store you visited so we could send your feedback to the Store Manager. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Parcel took much longer to arrive than the website had predicted. I was expecting it the following day or the day after and it actually took five days.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you experienced problems with your order. In regards to your request, we would like to inform you that your order was dispatched the 4th of August and because of DHL does not deliver on weekends it was actually delivered on Monday the 8th. We will try to accelerate the delivery process in order to improve the service provided. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“I ordered two skirts size 12, I`ve received size 10. Sent it back, asked for change. Now I received size 6. I`ve put a letter inside the package to make sure they know what I want exactly, and put the same note on the envelope. I had to call customer service to find out what is going on. They said that product is not available anymore. So now I have a hiking trip without the item I wanted.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. Unfortunately, we have just double check the stock of the product but it is completely out of stock. We are already looking into the sizing issue we are having with some of our products. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Bad customer service.”

Helpful Report

Posted 8 years ago

Thank you for getting back to us. We are sorry to hear that you have experienced problems with us. As our priority is to give our customers the best service, we would be pleased to help you in the Customer Loyalty Team (0207 064 3000) and provide the most suitable option for you. Anyway, we will pass your feedback to our UK Customer Service Manager in order to improve the service given. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“On collection the handle bars were not secured which as you can imagine is not acceptable. I then found the detailer was poorly adjusted and the pedals over tightened. Meaning I have had to use precious time off work to return to the store to get problems rectified. Just pleased I found then loose handle bars before heading out on a hill somewhere.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. In regards to your request, we can confirm that your order will be passed to our UK Product Manager as soon as possible to avoid further similar situations Please, accept our apologies for the inconveniences caused. Have a lovely day.

Posted 8 years ago

“Delivery was not on time so we didn't have our kit for our holiday”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. We will send your feedback to our UK Logistics Manager in order to avoid similar situations. Feel free to contact the Customer Loyalty Team if you have any other issue (0207 064 3000). Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“This is the 2nd time I have had a problem with returning goods unseen until they were delivered. Both occasions the items were not as advertised or expected. The store gave me 0070643000 Decath' svcs I was told I had to pay return postage. I argued that the law on distance selling was contrary to that. Eventually both times the operator finally agreed to send a return paid postage label. Buyer beware and don't take no for an answer.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your returns. We will send your feedback to our UK Logistics Manager in order to improve our service. However, the Decathlon Policy by now does not pay the shipping costs unless there is a damage in the order. You can check our policy here: http://www.decathlon.co.uk/return-order-by-post.html. Please accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Received an email saying delivery was delayed to locker due to an IT issue. As we were on holiday and I didn't want to miss the collection, I contacted customer services and asked if it could be sent to my home address instead. I was told that it could. Received another email the following day saying my item had been delivered. Another 30 mike round trip.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear you have experienced problems with your delivery date. According to your concern, please accept our apologies for the inconveniences caused. We are working with the IT Team in order to avoid repeating those issues. Have a nice day.

Posted 8 years ago

“Ordered a number of things for my nephews birthday a week in advance. Despite the initial date of collection being the Saturday, when i came into store on the Sunday (a week after ordering) the order was still not there. Had to queue 15 minutes at the service desk to get the order cancelled and then go round the shop myself to rebuy the presents for my nephew whose birthday party was in 2 hours time. Useless service!!!”

Helpful Report

Posted 8 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 we sent you an email confirmation the 08/08 saying that your order had been dispatched and that it would took between 2 and 3 days to be delivered. However, we will pass your feedback to the Store Manager in order to improve our service. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“I haven't yet received my order.”

Helpful Report

Posted 8 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 and tracked the parcel with DHL, we can confirm that your order was delivered the 01/08 at 11:39am and signed by Honey in Holsworthy. Please, confirm this information contacting us in the Customer Loyalty Team (0207 064 3000) in order to open an investigation with DHL. Thank you very much for your patience. Have a nice day.

Posted 8 years ago

“My order took longer than I expected to arrive at the store (compared to other companies who sell online) and then I consider a week time not enough time to pick up the goods. It's a waste of resources and time from everyone to place the order again and what it's likely to happen is that I won't do it, in case I don't have to pick it up when it arrives at the store. Not brilliant, my first online experience on Decathlon, I must say.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with your order. According to our policy, the system cancels the click&collect order if it is not collected within 72 hours once it has arrived. If you are still interested in your order, the only option by now is to place the order again. Thank you very much for your understanding. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Online bike order was not delivered by the estimated date. Collected in store instead. No advice in store re free check- seat adjustment etc after assembly and handover.”

Helpful Report

Posted 8 years ago

Thank you for getting back to us. We are sorry to hear that you have experienced problems with your order. We will pass your feedback to our UK Logistics Manager in order to improve our service and avoid it to happen again. Please, accept your apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“I emailed your company and also Provided feedback on your social media after an awfully poor user experience. Even entering this feedback is a nightmare as the feedback field is not performing properly. I have attempted using your website on an iPhone an iPad and an Apple Mac. Surely your site is optimised for these devices by now? The fact thTyou cannot access detailed feedback recover from other channels means you don't have CRM tools. I am very surprised at this. Something terribly wrong with your IT and your business strategy. Despite this, I like your products. Shame that purchasing is not simpler”

Helpful Report

Posted 8 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 feedback to our IT Team in order to try to solve this issue and provide a better service to our customers. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

Decathlon is rated 4.4 based on 11,520 reviews