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

“Fishing rod set in stock online so ordered for store delivery then ordered tackle to go with set. Got text next day to say fishing set out of stock so Decathlon cancelled order but not tackle, which was delivered to store even though I cancelled order after receiving text about set. Took email from me to get refund for tackle 3 weeks later, even though received email from Decathlon saying that as I hadn't picked tackle up (remember, I cancelled it?), refund would take 3 days. Checked fishing set online a couple of days after order cancelled by Decathlon and it was still shown as in stock. Still showing as in stock just a few days ago as well. Bad experience.”

Helpful Report

Posted 9 years ago

Dear Charles, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our services and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“For my online order you sent me the wrong item. When I went on line again to get this corrected you did not have an option to get the right item sent only to return the one I had as being defective, which it was not. I called your helpline which was very helpful and advised that I had to order and pay for the item I wanted again go and collect it to get a refund. This is what I did and I did get the payment from the first incorrect order refunded to my card. As I had not made the mistake why when your company had the item I wanted could you not arrange for the wrong item to be returned and for the correct item to be sent to me without me having to pay again?? Perhaps you should work out a better process for this kind of scenario, which clearly does happen.”

Helpful Report

Posted 9 years ago

Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our services and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“I ordered a cricket bat on the Internet on a Saturday night. On Sunday I unexpectedly had a chance to go to the local Sheffield store. The bat was there. I explained what I had done, but was unable to take the bat in lieu of the order. I needed to pay for the bat again and wait for the online order to come through and then request a cancellation. The online order took another five days or so to tell me to go to the Sheffield store to pick up the bat. I kept on thinking 'I must go back into the shop to get a refund on the online order', but there didn't seem to be an opportunity until I was finally sent an automatic email to say that as I hadn't collected the item in time I was to be refunded. I guess I have learnt to not bother with ordering anything online but just to go to the shop”

Helpful Report

Posted 9 years ago

Dear Ashley, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our services and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I would like to confirm you if you purchase anything online you are able to return it via post or to any of our Decathlon store. Please have a look at the link attached below for more information: http://www.decathlon.co.uk/return-policy.html We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“I have 2 issues with 2 different purchase Issue 1. When I buy a bike with 27 gears I expected to be able to use all gears not be told that the reason there is a noise coming from the chain area is because of the way I'm using my gears, then I have an issue with the slipping of the gears and chain, three times I'm back to the same shop to the same people trying to get this issue delt with and it wasn't until I insisted on them taking it out for a ride instead of putting it on the bike stand that they admitted that there was an issue. To be fair they did Replace the bike because they were unable to repair it so that was that one resolved after 1 month of taking it back and feeling like an idiot because you don't know the technical explanation for the problem. On to issue number 2 I went to buy the 93kg weights for £119 I was told that they were in stock and that they would just get a trolly to take them to the till, 20 minutes pass and I'm still waiting with a 6 and 13 year old getting restless and wanting to play with everything as kids do, so I go and look for some one to help and get told that they no longer have it in stock( I think you can imagine the thoughts that where running through my head, but despite this managed to keep calm, so they said that they would have it to me buy the monday, this being Friday and I thought fine, they also agreed to remove the delivery charge and to be honest i think that's the very least they should be doing, any way after the payment was made i received confirmation of my order, the next day I received another email saying it will take anything up to 2 weeks because I live in Scotland. Well this was the straw that broke the camels back, frankly I new I would be wasting my time phone customer service but I did it anyway and i was right. So delivery is now on the 15/07/15 I went to buy this the 26/06/15 even if you take into account the delivery on the Monday its still over two weeks. So my patience has been severely tested with decalthon and I have had very little contact from them giving me any info or apology, it feels like once they have your money they are not interested in anything else, that is why when I got this request for a review then I could not help my self and to be honest it's what they deserve for not being able to look after custom who are paying with hard earned money. I wonder now if I will get a response from them, I will just have to wait and see”

Helpful Report

Posted 9 years ago

“I have 2 issues with 2 different purchase Issue 1. When I buy a bike with 27 gears I expected to be able to use all gears not be told that the reason there is a noise coming from the chain area is because of the way I'm using my gears, then I have an issue with the slipping of the gears and chain, three times I'm back to the same shop to the same people trying to get this issue delt with and it wasn't until I insisted on them taking it out for a ride instead of putting it on the bike stand that they admitted that there was an issue. To be fair they did Replace the bike because they were unable to repair it so that was that one resolved after 1 month of taking it back and feeling like an idiot because you don't know the technical explanation for the problem. On to issue number 2 I went to buy the 93kg weights for £119 I was told that they were in stock and that they would just get a trolly to take them to the till, 20 minutes pass and I'm still waiting with a 6 and 13 year old getting restless and wanting to play with everything as kids do, so I go and look for some one to help and get told that they no longer have it in stock( I think you can imagine the thoughts that where running through my head, but despite this managed to keep calm, so they said that they would have it to me buy the monday, this being Friday and I thought fine, they also agreed to remove the delivery charge and to be honest i think that's the very least they should be doing, any way after the payment was made i received confirmation of my order, the next day I received another email saying it will take anything up to 2 weeks because I live in Scotland. Well this was the straw that broke the camels back, frankly I new I would be wasting my time phone customer service but I did it anyway and i was right. So delivery is now on the 15/07/15 I went to buy this the 26/06/15 even if you take into account the delivery on the Monday its still over two weeks. So my patience has been severely tested with decalthon and I have had very little contact from them giving me any info or apology, it feels like once they have your money they are not interested in anything else, that is why when I got this request for a review then I could not help my self and to be honest it's what they deserve for not being able to look after custom who are paying with hard earned money. I wonder now if I will get a response from them, I will just have to wait and see”

Helpful Report

Posted 9 years ago

“Disappointing ordered tyres 700/25 got 700/23 delivered had to pay an extra £8 pounds for different type as I needed them for the weekend”

Helpful Report

Posted 9 years ago

Dear Jim, Thank you for the time you spent giving us your feedback! We hope you were satisfied with your order and hope to see you soon at Decathlon for an even better experience. Please accept our apologies for the inconvenience caused and feel free to contact us if you have any questions regarding your online order. Have a wonderful day!

Posted 9 years ago

“the item i bought on line was delivered to one of your pickup stores ,in my case Watford ,the item wasn't suitable so I elected to return it ,but now I was told that I couldn't return it to same pickup store but I had to return it via post and pay for it . not good enough !!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 9 years ago

Dear Chaim, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our return policy and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I would like to confirm you if you purchase anything online you are able to return it via post or to any of our Decathlon store. Please have a look at the link attached below for more information: http://www.decathlon.co.uk/return-policy.html We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“Very quick service, quality ok and good prices. Let down by only being able to return goods to shop and there isnt one within miles. I ordered the same size but these are a lot bigger so need to wear a belt!! Not complaining about them being to big just i cannot get a size that fits properly unless i spend more than the clothes cost taking to a store to replace them. Its a crazy poor business practise!!!”

Helpful Report

Posted 9 years ago

Dear David, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our return policy and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. I would like to confirm you if you purchase anything online you are able to return it via post or to any of our Decathlon store. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“The shop is fantastic, the website ok if it's in stock, click and collect is very variable as there's a weird system that doesn't send your order from the warehouse if there's store stock but the store simply cancels orders if they can't find it/can't be bothered and don't tell you. You're left hanging for days wondering where your order is but when you go in the shop, they've cancelled it. That's very frustrating. The web customer support is helpless and the promised vouchers for loyalty points simply don't arrive, you just get promised that 'someone will get back to you' - that is a complete scam. Buy their stuff off the shelf, it's good stuff at good prices, but don't expect anything else.”

Helpful Report

Posted 9 years ago

Dear Celia, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our website and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“Web site no work very well with Mozilla”

Helpful Report

Posted 9 years ago

Dear Giuseppe, Thank you for the time you spent giving us your feedback! We hope that you were satisfied with your order and hope to see you soon at Decathlon for an even better experience. Feel free to contact us if you have any questions regarding your online order. Have a wonderful day!

Posted 9 years ago

“I ordered 3 things from decathlon and whilst I have no problem at all with the products I bought, the service I received from decathlon was poor. I opted to have my package sent to my nearest store for free instead of pay the delivery charge. I encountered a few problems. Firstly my order was delayed because it had to be re-picked in the warehouse and then when it finally arrived at my store and I got my email telling me it was ready for collection, I went to the store only for an employee to tell me it wasn't there, despite having received the email two days prior to my visit. I called again the following day and the package was not only there but had been for four days. I was to presume the staff member simply didn't look properly. I would recommend decathlon for the products you can't get anywhere else but I would advise anyone to just pay for the delivery charge because the store service isn't great and the money spent on petrol to make the additional trips to the store ended up the same as the delivery charge I was hoping to avoid.”

Helpful Report

Posted 9 years ago

“Received email that my order was ready to collect. Waited for more than 20 minutes at the till as staff could not find my order. It happened to me twice. Not impressed with the order on line services.”

Helpful Report

Posted 9 years ago

“Frustrating lack of sizes and stock”

Helpful Report

Posted 9 years ago

Dear Annie, Thank you for the time you spent giving us your feedback! We hope that you were satisfied with your order and hope to see you soon at Decathlon for an even better experience. Feel free to contact us if you have any questions regarding your online order. Have a wonderful day!

Posted 9 years ago

“I had to wait ages to pay for my goods.”

Helpful Report

Posted 9 years ago

Dear Jane, Thank you for the time you spent giving us your feedback! We hope that you were satisfied with your order and hope to see you soon at Decathlon for an even better experience. Feel free to contact us if you have any questions regarding your online order. Have a wonderful day!

Posted 9 years ago

“I love the Newfeel shoes but had to try about 5 times before I could place the order because it wouldn't accept my postcode... Why I don't k now.. It kept saying it was not recognised. On about the 6th attempt ( with a slightly different format ) it accepted it...... Frustrating”

Helpful Report

Posted 9 years ago

“I ordered 2 items on line to be delivered to store. I was told it would take 2 days and I would be contacted once it was in store. This came and went and no one contacted me. I then tried to track the order online and it didn't work. I had to call the shop and they told me the order wasn't there but they had the items in stock. I was able to collect the items the next day. Why isn't it checked if the store has items in stock and if the delivery is delayed why aren't you informed of this. The tracking system doesn't work either. The staff at your Coventry store were excellent. Shame about the website which I won't be using again”

Helpful Report

Posted 9 years ago

“The products when I eventually received them were as described however they were sent to the wrong address, I wanted the parasols for a holiday I was due to take. I was told by Decathlon that the items had been sent to the correct address. They had not and I had to make many 'phone calls in order to discover where they were. In the end I went on holiday without them! I realised that the problem was the carrier's fault but by then I had made numerous 'phone calls to Decathlon who kept on repeating that the items had been sent and signed for at the requested address. I became quite frustrated because every time I rang up I had to re-tell the story all over again to someone who was not familiar with the case and one member of your CS team was brusque. On my return from holiday, I found that the parasols had been delivered to a different address half a mile away. You refunded the delivery cost- well.....................................? Not great customer service. Oh and I forgot to mention when a CS member promised to call back, she failed to do so. Sheila Murphy”

Helpful Report

Posted 9 years ago

“Made a return on 20/06/15 (Forclaz 500 Men Black - Short EU:40 US:31,5 1795233) still waiting for a refund.”

Helpful Report

Posted 9 years ago

Dear Dave, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our products and service provided and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We hope to see you soon for a better experience at Decathlon! Please contact Decathlon Customer Loyalty team if the refund is still not with you. Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

“Online order arrived in wrong size, merchandise in store marked up e wrong code ie bar code registered old price - had to drive at lunchtime as order was for short notice holiday - not a good I'm poo imrepression and not a good start to my hols...”

Helpful Report

Posted 9 years ago

“Bought a quechua msh but can't buy any more bits very disappointed should have been told this was an end of line and availability was not there”

Helpful Report

Posted 9 years ago

Dear Allan, Thank you for the time you spent for giving us your feedback. We are sorry to hear you are not satisfied with our products and service provided and we really appreciate your review as we are trying to improve our services every day to make sport more accessible to everyone. We hope to see you soon for a better experience at Decathlon! Please accept our apologies for any inconvenience caused and feel free to contact us for any questions. Have a lovely day!

Posted 9 years ago

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

Decathlon Reviews