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

“Delayed delivery, forgot my order and only delivery the items when prompted by me.”

Helpful Report

Posted 8 years ago

Dear Hazel, We are truly sorry for the issues caused in your delivery. We would like to assure you that our aim is to provide excellent customer service and make deliveries as fast as possible. We are very sorry that we have failed to reach our aim in your case and disappointed you. Please accept our apologies for any inconvenience this may have caused you. We would like to thank you very much for your feedback and wish you a lovely day!

Posted 8 years ago

“My delivery was over a week late, it took 3 phone calls and 3 Tweets to get a response and find out what was happening with my order”

Helpful Report

Posted 8 years ago

Dear Elin, Thank you for the time you have spent for giving us your feedback from your last purchase at Decathlon UK. We are extremely sorry for these issues and for the delay caused in your order. We would like to inform you that unfortunately we have experienced a strike in the border of France during last Christmas which caused major delays. We were trying to reach all our customers and keep them updated, however in this case it seems that we failed to do so. Please accept our apologies for all the lack of communication, we will forward your feedback to our Customer Loyalty team in order to avoid this issue happening in the future again. Thank you very much for your patience and understanding, we hopefully see you soon at Decathlon in the near future. Have a lovely day!

Posted 8 years ago

“Estimated delivery by 15th so I ordered online on the 10th. I needed the items for the 17th and planned to pick them up. I had them delivered to Derby because I was visiting family there on 16th and knew I would be able to pick up. They didn't arrive by the date, not even by 17th so I had to make an extra trip to Decathlon to buy the exact same items so I had them in time for my activity on 17th. Then when the items arrived on 19th I had to make an extra trip to Derby to collect items I had already purchased and paid for twice, in order to return the online items cos I didn't need 2 sets! Absolute nightmare, I wouldn't use Click and collect again.”

Helpful Report

Posted 8 years ago

Dear Sarah, We are very sorry to hear about the delay on your delivery. Unfortunately we have experienced major delays during this period with our deliveries and we are truly apologetic that is has effected you. We have now forwarded your feedback on our delivery services in order to improve in the future and are hoping that next time we would be able to serve you better. Should you ever wish to order via Click&Collect option again and would not wish to proceed with collecting your order, please contact our Customer Loyalty Team on 02070643000 or via our website: https://www.decathlon.co.uk/contact-us.html in order to avoid making an other journey in to the store just to get the parcel refunded and our Loyalty Team will be happy to process it for you online. Should there be any further ongoing issues regarding this refund, please contact our team to get it resolved. We thank you again for your time and patience and would like to wish you a lovely day!

Posted 8 years ago

“I placed order for a number of items, waited a week for delivery but nothing arrived phoned customer service to be told the was something wrong with the order and it could not be released. Long story shorty took a week of me calling twice a day to get the one item removed from the order so the rest could ship. No apologies from decathlon at all. Products that arrived are very good but online service rubbish.”

Helpful Report

Posted 8 years ago

Dear Customer, We are very happy to hear that you are satisfied with the quality of our products. Our aim is to provide the same quality service to our customers from the very beginning of the purchase till the after sales services, however it seems like we were unable to reach our aim and provide the excellent customer service we would wish to provide to our customers. We are really sorry to hear about your unpleasant experience with our online services. Your feedback is much appreciated and will be forwarded in order to improve our services. We thank you very much for your time you took to give us your feedback and would like to apologize for any inconvenience this issue may have caused. Thank you for you time and have a lovely afternoon!

Posted 8 years ago

“Staff were rude and unhelpful.”

Helpful Report

Posted 8 years ago

Dear Customer, We are truly sorry to hear about your unpleasant experience in shopping with us. Our aim is to provide excellent customer service and be available for our customers, however it seems like at this occasion we were unable to meet our standards, which for we are truly apologetic. Should you wish to provide further information regarding this issue, please contact our Customer Loyalty Team on 02070643000 on weekdays from 8 am-8 pm, on Saturdays from 9 am till 6 pm or on Sundays from 11 am till 6 pm. We thank you for your feedback and would like to wish you a lovely day!

Posted 8 years ago

“Very slow comms and over two weeks to post an item”

Helpful Report

Posted 8 years ago

Dear Graham, We are truly sorry to have been causing you frustration with our delayed responses. We are working on our Customer Service Support, shipping speed and response time and hope the next time we will be able to provide satisfactory service. We thank you very much for your time and feedback and would like to wish you a lovely afternoon!

Posted 8 years ago

“Parcel should be at Decathlon ready to pick up by sunday but it take them up to thursday. I bought two pairs of trainers, they same size but one are to small”

Helpful Report

Posted 8 years ago

Dear JUSTYNA, We do apologize for this issue caused in your order. We thank you very much for providing your feedback. It is much appreciated in order to better our services in the production and delivery as well. Please be advised that you have a 365 days period to return the products to us for a refund or an exchange. We thank you again for your time and patience and would like to wish you a lovely evening!

Posted 8 years ago

“ordered winter walking boots,on 28th Dec,just recieved on 16th January,item was advised as being in stock,why 20 days delievery time”

Helpful Report

Posted 8 years ago

Dear Mr m j patton, We are very sorry to hear about this huge delay on your delivery. We are aware that many of our locker deliveries we delayed as the parcels were in an incorrect status with the delivery companies and unfortunately none of the parties were advised by the system. We are now taking all necessary actions in order to avoid this issue from happening in the future. Please accept our deepest apologies for this issue. We thank you again for your time you took to forward your feedback and would like to wish you a lovely evening!

Posted 8 years ago

“Placed an order for 4 items on click and collect on the 3rd of January, not available for collection till the 12th and one item out of stock that has still not been refunded. Expected click and collect to be ready next day?”

Helpful Report

Posted 8 years ago

Dear Brian, We thank you very much for forwarding your feedback. We would like to confirm that our next day service can only be used in case the items are available in our UK warehouse, if any of the requested items are travelling from our European warehouses, unfortunately we are not able to speed up the delivery. We understand how frustrating it can be when an item suddenly gets out of stock and would like to confirm that our IT team is working hard to find solution to this recent issue which does not allow us to update our stock and communications on the topic in time. We are hoping to resolve this issue soon. We hope that there are no further ongoing issues regarding your order, should you need to speak to someone, please contact our Customer Loyalty Team on 02070643000 or via: https://www.decathlon.co.uk/contact-us.html Thank you again for your time and patience and have a nice evening!

Posted 8 years ago

“Very poor customer service. No replies for emails or even Facebook messages”

Helpful Report

Posted 8 years ago

Dear Customer, We are truly sorry to hear that you have experience disappointing customer service from our side. We are sorry to confirm that our Customer relay team has experienced unexpectedly huge amount of contact due to the delivery delays. We hope you have received satisfactory solution fro our team ever since and would like to thank you very much for your patience and understanding. Thank you for sending us your feedback and we would like to wish you a nice evening!

Posted 8 years ago

“My closest Decathlon store is approx 35mins away so I ordered online before the Christmas deadline for collection from ASDA. Collection advise for Friday 23rd Dec. On the Friday I was advised that my order wouldn't be in time for Christmas! A stocking filler for mu husband so not too bad but still disappointed not to have in time for Christmas. Collected today, 31st Dec from ASDA, I waited 20 mins..only 1 member of staff on!!! Very poor service saved by the product....As ordered, just what I wanted, good value. Not sure if I'll order on line again.”

Helpful Report

Posted 8 years ago

Dear Jill, We thank you very much for sending us your feedback. We are happy to hear that you are pleased with the value and quality of your ordered products. We understand that there has been major delays with our deliveries during the Christmas period and are very sorry to hear that if has effected you. We would like to assure you that we have now taken all necessary actions to avoid any similar issues in the future. We are very sorry to hear about the low staff availability with ASDA. We understand your disappointment and would like to apologize for this issue, however we hope that this matter has not ruined your whole Decathlon experience and we will see you shopping with us in the future. Thank you for your time and have a lovely afternoon!

Posted 8 years ago

“the coventry store is a rubbish dump papers and boxes all over the place not very good as this was my first time here”

Helpful Report

Posted 8 years ago

Dear Customer, We are very sorry to hear about this. We aim to have a clean and clear shopping environment for our customers and we are really upset that in this case you have not experienced it. We have forwarded your feedback to the store management to make sure this will not happen again. We do appreciate your feedback and wish you a lovely evening!

Posted 8 years ago

“Nobody knows where my order is :it's the 22nd December and it should have been dispatched by today: I called and had to leave a message and no one has contacted me. This is not what I call a good service.”

Helpful Report

Posted 8 years ago

Dear Mrs Mann, Thank yo very much for leaving your feedback. Our aim is to provide exceptional customer service whilst delivering our products to customer. We are truly sorry that we have not managed to deliver this service to you and we have let you down. We hope this issue has not ruined your whole Decathlon experience. We would like to apologize for this issue again and for the inconvenience it may caused you. We thank you very much for your time to give us your feedback and we are hoping to improve in the matters above. Have a lovely day!

Posted 8 years ago

“I placed an order that was supposed to be prepared by 14/12 (it was Christmas presents). It is now 19/12 and it is still being prepared. I've tried phoning to chase what is happening and it is impossible to get through. I've left a phone message but noone has called back. I had a lot of difficulty setting up an account in the first place. There is no email address on the website so I can't make an email enquiry. Really VERY POOR ALL ROUND.”

Helpful Report

Posted 8 years ago

Dear Penny, We are very sorry that you have had such an unsatisfying service from ourselves. Regrettably we were unable to update our customers on the delays in advance. We have now made all necessary actions to avoid any similar issues in the future. We are truly sorry that this has effected you and that you were unable to get through to us due to the high volume of our incoming calls. We hope you have had your case sorted out with our Customer Loyalty Team and there are no further issues regarding it, however, should you need to speak to someone, please give them a ring on 02070643000 or contact them via https://www.decathlon.co.uk/contact-us.html. Thank you for your time and patience and have a lovely afternoon!

Posted 8 years ago

“Great products. Great prices. Let down by appalling delivery service! Waited 10 days and counting for delivery of Christmas present that still hasn't been delivered. Would make me think again of using Decathlon as live too far away to closest branch. Need to sort this out ASAP.”

Helpful Report

Posted 8 years ago

Dear Scoffiee, We thank you very much for your time and message. We are truly sorry that you have been effected by this delay caused during the Christmas period. We are now taking all necessary actions to avid any similar situation to occur in the future. We hope you have your issue resolved by our team, but should you need further assistance, please contact our Customer Loyalty Team on 02070643000 or via our contact form: https://www.decathlon.co.uk/contact-us.html. Thank you again for your patience and understanding! Have a lovely afternoon!

Posted 8 years ago

“poor service, I rang a thousand times, but on one answered my phone!!! I also reported my problem on the website, so far, no one reply to me. The delivery is really awful, It supposed to be delivered to me 2 days ago, but it hasn't prepared for me right now. I need to get it in this weekend, but now I'm not sure, maybe I need to get some from other stores. Soooooo angry and upset!!!”

Helpful Report

Posted 8 years ago

Dear Betty Thank you for the time you spent for giving us your feedback. We are sorry to hear you have experienced problems with your order and delivery. We appreciate your review as we are trying to improve our services to make sport more accessible to everyone. Also, we can confirm that we forwarded your feedback to our Supply team and I.T. team who will try to make sure that this situation will not happen in the future. Thank you for your time and patience. We do apologize for any inconvenience caused. We wish you a lovely evening!

Posted 8 years ago

“Ordered a football kit for my son, organised for it to be delivered in 2-3 days by Royal Mail. Still no delivery after 5 days. Went online and they had posted it will hopefully be here by 12th, 9 days after I placed the order but that's only a hopefully. I phone customer services and when I try and find out why the delay they fob me off saying there was a delay at the warehouse in France, then there was another issue crossing the border at Calais. If Decathlon cant keep to their side of the deal then what's the point. Gonna cancel my Decathlon account and stick with Sports Direct, Amazon or Pro-Soccer DIrect or another online sports company. Its really not worth the hassle”

Helpful Report

Posted 8 years ago

Dear Dawn, We are very sorry that you have had such a delayed and unsatisfying service from ourselves. We have to confirm that we have experience major delays from our international warehouses during December on which we were not advised at the beginning of the month, therefor regrettably we were unable to update our customers on the delays. This was an exceptional period and issue which we are hoping not to have in our processes again as we have now made all necessary actions to avoid it in the future. We are truly sorry that this issue has effected you and has caused us loosing you as our customer. We hope you have had your case sorted out with our Customer Loyalty Team and there are no further issues regarding it. However, should you need to speak to someone, please give them a ring on 02070643000 or contact them via https://www.decathlon.co.uk/contact-us.html. Thank you for your time and have a lovely afternoon!

Posted 8 years ago

“delivery service is awful, and the tracking doesn't work properly so you are unable to view how close your order is. Almost been a week with no update apart from the product being 'prepared'.”

Helpful Report

Posted 8 years ago

Dear Vishal, We are really sorry to hear that you have had an unpleasant experience with our delivery and tracking service. We have forwarded your feedback to the relevant department who confirmed the will introduce a better and more detailed tracking service through our website very shortly. This will be visible on your own Decathlon account under each purchase. We are hoping that this new service will be more convenient for you. We thank you very much for your patience and understanding and we would like to wish you a lovely day!

Posted 8 years ago

“Firstly, the order placed gave a date for delivery but then I was advised that although your site stated items were in stock they actually were not. Then Imwas given another date and tracking information which was useless as even a call to he delivery Company could not give me any information and the delivery Company were most unhelpful. Products appear to be good although Imhave not unpacked the scooter as hat wnd and he scat s are Christmas and birthday presents respectively. Not impressed by your delivery people as far as tracking and telephone contact go, although the driver was very pleasant.”

Helpful Report

Posted 8 years ago

Dear Customer, Thank for contacting us and giving us your feedback. We are sorry to hear that you have experienced problems with your online purchase at Decathlon. Regarding your enquiry, we would like to inform you that the confirmation of our stock sometimes takes 24-48 hours for our system. We really appreciate your review as we are trying to improve ourselves on this topic to give better visibility on our stock and make sports and our products more accessible to everyone. Please let us know if you still need assistance regarding your order and we would like to apologize for all the inconveniences caused. We hope to see you soon for a better experience at Decathlon. We thank you for your understanding and wish you a lovely day!

Posted 8 years ago

“Never had a issue with Decathlon products but his is the first time I have used the online ordering and delivery and it has been a terrible experience. First bike I ordered, delivery date came and went, with no delivery. Rang up and was told the bike had arrived at the warehouse damaged, so not been dispatched. It was nice of them to inform me. I was asked if I wanted the rest of the order delivering. I said I would like to wait for a new bike to be dispatched as a bike stand is of no use without a bike. A few days later I received an email my order had been cancelled. What? I still wanted the bike. Website now showed out of stock and after a month of waiting it hasn't reappeared. So I decided to order a different bike and accessories. Expected the 24th. Rang up customer services to confirm delivery was still due on the 24th so I would take the day off work to accept the delivery. I was told it was being sent that night so it would be with me the next day. I sit in all morning and decide to ring Decathlon to double check. It hasn't been sent yet, it will arrive the 25th by DHL. Okay not best please about having to now take another day off. Just received a message from DHL that my package will be delivered on the 28th. I shall not be buying from Decathlon online again, since it has cost me much more than I would have saved buying a bike elsewhere. So I would recommend Decathlon stores but not the Website for home delivery. Go elsewhere if you want that Website is fine, but it is annoying that if an item is out of stock there is no idea if or when it is coming back in stock. Decathlon is value for money, unless you loss 3 days of work waiting for a delivery that doesn't arrive”

Helpful Report

Posted 8 years ago

Dear Peter 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 enquiry, we regret to inform you that unfortunately we have experienced a strike with trucks coming from Europe in France unexpected before Christmas and it has led to delays of orders of between 3-4 days which has caused further delays with getting our products delivered to customers via DHL. We are really sorry how your first parcel has been handled. Unfortunately it was damaged though delivery and relocation whilst handled by the courier company. We do apologize for the lack of communication regarding this topic. We will make every effort to better ourselves in his matter. We appreciate your understanding and please accept our apologies for all the inconveniences caused. We wish you a lovely day!

Posted 8 years ago

Decathlon is rated 4.4 based on 11,520 reviews