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

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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

“The item was not delivered on time and tried to call the store and the customer loyalty team but no one answered. First time and last time I order from you.”

Helpful Report

Posted 7 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 7 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 7 years ago

“Order two bikes one on the 7th and one on the 12th still not received on the 19th, even at this time of the year that is far too long, i could understand 2 even 3 days late but 12 days from the order date is shocking service!”

Helpful Report

Posted 7 years ago

Dear Customer. We are sorry for the delayed delivery of your order. Some of our items come from Europe, as we do not have stock in the UK, so delivery can take longer. However, our supply team is working on improving the speed of delivery, so that you could get the items ordered as soon as possible in the future. Have a nice day!

Posted 7 years ago

“I turned up and wanted to buy a bike. I was happy with the Hoprider though noticed that the one from he shelf had scratches and wasn't 100 % clean so demanded a new one. They had one more left on the shelf and being told it is the same I bought that one. When I left the store and started cycling I noticed that the saddle was way too low so returned to the store only to realise that I was sold he wrong bike. The one they sold me was M when the other one I initially tried was L. I am glad I realised as clearly this went beyond he cycling department... I then had to order online and wait for 6 days. When I asked to have different pannier racks (for a clip-on basket) they faffed around a bit and wanted to charge but on speaking to the duty manager and explaining the screw-up from the previous week she gave me the panniers for free.”

Helpful Report

Posted 7 years ago

“My 1st ever order was made 5th Dec 2016 and arrived at the store for collection 4 days later than scheduled. My 2nd order was placed on 15th Dec 2016 should have arrived in store today and it's not even been shipped yet. I won't be making any further orders as you can't rely on delivery dates and the website tracking information lacks detail and is meaningless and pointless. Disappointed.”

Helpful Report

Posted 7 years ago

“I needed some parts replaced and fitted for my bike. As I use it as part of my daily commute to travel to work, it was important and urgent. From the first phone call to describe which part was broken as I didn't know the right names for them, to the point where I picked the bike up, I had nothing but great service. I only dealt with Craig from the workshop in the Coventry arena but he was outstanding. He was patient and helpful on the phone, efficient in the shop by ordering the right parts from another store and it was fitted really well and quickly, all that for a very reasonable price. Can't fault it!”

Helpful Report

Posted 7 years ago

“Placed an order on 12/12 and despite stating on the original order that the order was immediately in progress they gave themselves until 19/12 to deliver to a store. They contacted me on the evening of 18/12 to inform me that they would not be delivering on the given date as they never had stock and so the order had never progressed. Despite not progressing the order they still took payment on 15/12 yet I await to see if they'll refund me immediately as I see they state that once an order is placed it is in progress so cannot be refunded but in my case the order was never in progress as they never had stock to progress. I await to see if they are any less deceitful about providing an immediate refund as they have been deceitful in their claims of progressing and delivering my order.”

Helpful Report

Posted 7 years ago

Dear Brendan thank you for your feedback. We can confirm that the payment was authorised, but not actually taken, as we only take the money after the items are ready. Your refund was processed straight away, as requested. However, it may take 3-5 business days to process the transaction between PayPal and our bank. We are sorry for the inconvenience caused. Thank you for your patience.

Posted 7 years ago

“What a total shambles this outfit is. Very poor, almost non existent communications and when they did, answers were 'mechanical' and invariably did not actually address the questions posed. Never use them.”

Helpful Report

Posted 7 years ago

Dear Customer. We are doing our best to personalise each communication, so we are sorry that you felt the reply was mechanical. We can confirm your order is now refunded, so money should already be with you. If you have further questions, contact our customer loyalty team on 0207 064 3000. Have a nice day

Posted 7 years ago

“Abysmal customer service. They have taken my money but they still haven't delivered my bike. They won't even answer the phone. I can't cancel my order either according to the website. Merry Christmas Decathlon. Never again.”

Helpful Report

Posted 7 years ago

Dear Mark. Thank you for the time you have spent giving 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. We were doing everything we can to get back on track, including shipping operatives in from other warehouses and working through the night. In regards to your recent online purchase, we would like to suggest you to contact our Customer Loyalty team at customer.enquiries@decathlon.com 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

“order on 12/12/2016 was told it would be with me by the 15th.on the 15th nothing so i called them and was told its still in there warehouse and would be sent out now so on the 16th phone up to check on it and its still in the warehouse was told for sure it would go out to day and be with me Monday. so Saturday i called again and guess what still in there warehouse what a joke im so angry right now never will i use them again iv had to chase this up every day and its still not been sent worse online shopping ever avoid at all cost”

Helpful Report

Posted 7 years ago

Dear Chris. 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

“Placed an order for 2 bikes on the 12th, delivery date was 16th kept checking status of order and was at loading for days, rang the company to be told my order is still at the warehouse due to a problem in France? I've know been told it should be delivered Tuesday but I'm not holding my breath. Shocking delivery.”

Helpful Report

Posted 7 years ago

Dear Customer. 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 a much higher volume of orders than expected before Christmas and it has led to delays of orders of between 3-4 days. Once again, we apologize for all the inconveniences that we may caused to you at your experience with us. Please contact our Customer Loyalty team at 0207 064 3000 for any further questions as they will be happy to help you. Have a great day.

Posted 7 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 7 years ago

“advised delivery would be on 14th. It's the 16th and still nothing....”

Helpful Report

Posted 8 years ago

Thank you for having taken your time to send us your feedback. 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 goods showing as in stock on 12 December and the expected delivery date was 16th December. Checked today to find that my order has not even shipped yet and 'may but can't be guaranteed to ship tomorrow'. Too late. There will be one very disappointed child this weekend who will not receive her presents. Called Decathlon who cancelled my order immediately and told me I would receive a refund only to see that the subsequent mail said this would take 7 WORKING days to process. Therefore, they will have had my money from 12th December to 28th at the earliest and I have nothing. AWFUL SERVICE from Decathlon. Called my brother who had ordered further items from this outlet only to find out that he has had EXACTLY the same problem. Clean up your act, Decathlon.”

Helpful Report

Posted 8 years ago

Dear Carol. Thank you for the time you have spent giving us your feedback. 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. In regards to your recent online purchase, we are sorry to hear that you needed to cancel your order with us. The refund should be back into your account between 3-5 business days depending to your bank account. 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

“Ordered my sons Christmas present on the 7/12, advised delivery would be on 13th. It's the 16th and still nothing, it has not yet left the warehouse. I struggled to get hold of Decathlon and when I did I was told a load of rubbish. They don't respond or reply to messages. Looks like I'm going to have to make a last minute dash to buy something. Decathlon your customer service is appalling.”

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 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

“Waiting my items which should delivery on the 14th December, today 16th and still waiting and no comunicación about the delay or when I will received them. Very disappointed !!”

Helpful Report

Posted 8 years ago

Dear Maria Jose. 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. 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. 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

“Posted a review a little further down about trouble with getting through to customer service and delivery. Yesterday I cancelled the order and asked for a return of my money they had since Dec 2nd. I was told this would be refunded within 5 working days - not happy but agreed to this. Today I have received an e-mail stating that THEY are cancelling my odder (no reason given) - this being the day after I cancelled the order - and that money should be back in my account within 7 days - this takes me to the other side of Xmas. Thankfully I am not in a poison where this will cause me any problems but I am aware not all people will be so lucky ! Absolutely disgusting service - I have shopped here for many years but will seriously reconsider purchasing anything else from them.”

Helpful Report

Posted 8 years ago

Dear Customer. Thank you for the time you have spent giving us your feedback. We are sorry to hear that you have experienced problems with your last online order. We regret 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.In regards to your refund enquiry, they confirmed us that your order was cancel on 15th as you requested. However, as we needed to cancel in our warehouse system sometimes takes one day to come through. 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 7 years ago

“long shipping time,poor service,still waiting .....”

Helpful Report

Posted 8 years ago

“Missed delivery dates. Each time I call I'm told the same response from Customer service department. "Your bike might ship today or tomorrow". Its a shame your quality products are being let down by diabolical service levels. 5 days after item was supposed to arrive I've still know idea if it will come in time for Christmas. I've spent £1000s in store but vouch never to come back or recommend you again.”

Helpful Report

Posted 8 years ago

Dear Mr.Daniel. Thank you for having taken your time to send us your feedback. We do apologise for all the inconvenience caused.Unfortunately, we regret to inform you that 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. In regards to your request, we can confirm that we forwarded your enquiry to our Customer Loyalty team who confirmed that your parcel was dispatched before Christmas. If you still need any help please do no hesitate to contact them at 0207 064 3000. Please accept out apologies for all the inconvenience caused to you and if you will have any questions, please feel free to contact us and we are here to help. Have a lovely day!

Posted 7 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 7 years ago

Decathlon is rated 4.4 based on 11,514 reviews