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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Decathlon 1 star review on 17th June 2023

Decathlon 1 star review on 28th December 2022

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

“Completely useless does not actually describe how appalling the customer service has been. Firstly I had to make 3 calls and have 2 cancelled orders in the space of 1 hour on 16/2 due to Decathlon Customer Services incompetence but was assured the urgent order for my son would DEFINITELY be in store for collection on Monday 18/2, it's his birthday then so rather essential. We get there on the 18th to find out that do not have deliveries on a Monday so the verbal assurance and written confirmation was complete rubbish. I rang to complain and was told a manager "might" call me back, no guarantees as they are so busy with "meetings". I also message'd asking for a call back, I can see the message is read but no call. So 3 calls with 3 mistakes resulting in a promise the goods would be delivered on Monday, confirmed in writing only to find out they don't deliver on Mondays and that was total rubbish - so my son has been let down on his birthday present. Way to go Decathlon - a new low in retail customer service!”

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Posted 5 years ago

“Cracking service in store on bike team in Glasgow. Not pushy but plenty helpful. Will be back.”

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Posted 5 years ago

“Good selection of items but difficult to get hold of store when calling to make enquiries. No central call system to inquire out online order.”

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Posted 5 years ago

“Terrible refunds policy! Make it so difficult so you don’t return. I will never shop here again”

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Posted 5 years ago

“We had order badminton rackets almost a week back and it's delivery was scheduled after 2 days of order. When we contacted customer care they mentioned its out for delivery. But courier person mentioned as they have not received packet from decathlon. Again customer service calls and asks whether to cancel order. Worst experience. Will never order from decathlon.”

Helpful Report

Posted 5 years ago

“Customer service is waist of time, unhelpful not bothered, I was trying to find a tyre for my grandsons mountain bike I explained when it was I was after, it was out of stock couldn't tell when it would be available, then tried to sell a tyre I didn't want, I won't be buying a bike of them again, Keith”

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Posted 5 years ago

“The service we received during our visit today was excellent. The young lady working in the ski department was very knowledgeable and extremely patient. The gentleman in the workshop was also extremely helpful. Thank You .”

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Posted 5 years ago

“I bought a pair of expensive squash shoes for a Christmas present. It was weeks before Christmas and the delivery date was set for 24/12. On 23/12 I had an email saying there was a delay on delivery, then another a couple of days later saying there was a further delay, then one saying the order was cancelled due to unavailability of stock. I complained, but replies were perfunctory and did not explain. I ordered the same product elsewhere with quick delivery. Avoid Decathlon.”

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Posted 5 years ago

“The service was excellent, the friendly workshop staff fixed my scooter and I would definitely recommend Decathlon to my friends!”

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Posted 5 years ago

“Awful experience on 2 separate occasions. The online order that I placed 1.5 months ago is still not delivered. I receive emails from Decathlon stating that there is an IT issue and my order will be with me soon, but this period of time is unacceptable. Secondly I bought an expensive pair of walking boots that I have worn 5 times. Unfortunately the rubber is perishing badly and they are not fit for purpose. All Decathlon own brand (Passion Brands) are meant to have a 2 year warranty, however they don't appear willing to honour the warranty in my case.”

Helpful Report

Posted 6 years ago

“Shocking service. Ordered a golf club - club was faulty - sent back to exchange - waited 10 days before ringing to find out where my replacement was to be told the item is actually out of stock. I then reordered online (because it was showing as available to buy) and the same thing happened again!! Accepted my order, told me delivery would be 3rd December. Then I was told there’s issues again and it’s actually out of stock. Little communication - had to call to get any updates. Tried to complain and received an automated response to say my cancellation has been refunded. Will never order from them again. I’d rather pay slightly more and order from American Golf.”

Helpful Report

Posted 6 years ago

“I have ordered a bike on 23rd Nov'18 with a delivery scheduled on 25th Nov'18 i.e. Sunday and out of excitement I reached at the store in the morning but to my disappointment I was told it's not there yet and will get an email confirmation once it is ready to collect in store. The wait didn't end till Tuesday as after back n forth communication I finally got the confirmation that it can be collected on Tuesday. They lacked to inform me that it won't be delivered on agreed day hence the score for delivery service as I am yet to collect the bike therefore can't comment on the product and product service. So disappointed with decathlon as it ruined my plans for the week.”

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Posted 6 years ago

“Really great customer service. Very quick at sorting out the problem (which was all of my own making!) and provided a contingency plan if it doesn't work for some reason. Very impressed.”

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Posted 6 years ago

“I'm a big fan of decathlon for many years. Their products are honestly priced and of very good quality. You can get even better deals at their clearance section. Have their card so returns are very easy during the warranty period. My latest buy was a road bike ultra AF 9000 cost £800 through cyclescheme. The staff at the cycling department at the Surrey Quays store were excellent: Roman arranged test ride on 2 bikes for 2days so I could buy with confidence, Pablo ordered the bike and kept me informed, Mario set up the bike to perfection and Jakub helped with the payment through the cycling scheme. I'm confident that if there are any issues with the bike I can always bring it over for check up and fix. Thanks guys!”

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Posted 6 years ago

“Order ID 1319626. My order is getting delayed from last 10 days. I am waiting for my order confirm date of delivery. #decathlon”

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Posted 6 years ago

“Three months ago I tried the DOMYOS T900A treadmill in store and was satisfied with the performance, I was informed that I would need to order on line. I placed my order and it was delivered as promised and the delivery team were very helpful. The treadmill operated as expected for 7 weeks but then without warning stopped working. The start button and several others in close proximity stopped working meaning that the treadmill has been out of operation now for 36 days. On the first day of the fault I reported it via email to the address as provided and received an email thanking me for my interest in the Decathlon brand and was informed I would be contacted within 48 hours so disappointingly I waited and waited and waited after 96 hours without response I emailed again and received the same response. I then rang the customer service number, where I waited and was told the person dealing with it was on holiday but that they would call me Monday. Well guess what nothing happened so I rang again and finally spoke to a helpful man who informed me that he was aware of the issue I was having a had ordered a new console but it would be ten days, he reassured me that he would keep chasing and it wouldn't be any longer than 10 days. Well guess what 26 days later I have had to keep chasing and today I got a response to say that they are very sorry but the console is out of stock and they have no complete treadmills in stock that they can take the parts from and sorry for the inconvenience caused. So i have a 3 month old treadmill that has been stood still in excess of a month and still none the wiser when the issue will be resolved.”

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Posted 6 years ago

“Poor Customer service with a product they refused to return I had not used on only purchased 2 days before.”

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Posted 6 years ago

“Many profucts for Many sports. Accessible for all budgets, with innovatives products. Congratulations”

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Posted 6 years ago

“I have never come across such arrogance in a store for a long time. At a time business is so tough in retail, it is mind-boggling. I ordered a hiking backpack online for pickup in store. 2 days later, I am advised by email the item is ready for collection. Nothing unusual so far except I am being warned the item will be returned to inventory if not picked up within a couple of days but no mention of a refund......yes, a refund because I had paid for the item. I spend the best part of the following day trying to contact the store to negotiate a later pick up however my calls were not answered. The following day, however, I managed to speak to a member of staff who confirmed they will extend the deadline for another 3 days......I guess I felt grateful but somehow it did not feel right. They should be grateful of my custom, not the other way round. In the meantime, I received 4 more emails harassing me to pick up the item by the deadline which was automatically extended twice. The blackmail was consistant.....pick it up or lose it! Anyway, when I finally got to the store on the agreed day, surprisingly, they the backpack was waiting for me. This is an experience I certainly WILL not go through again by shopping elsewhere.”

Helpful Report

Posted 6 years ago

“Placed an order for delivery after 2 days i got a email to tell me it was shipped and would arrive on Wednesday 19 September great I thought. Wensday comes waiting for delivery about 1 o'clock in the afternoon I get a email to saying my return had beed refunded I never returned anything as I had not received it. Called customer service they said sorry but don't know what happened did not try to rearrange as they had refunded .I asked about complaint they lady could not speak English very well so that was had work only to be told send us a email and a manager will have a look. This company is shocking I would recommend you only purchase in store do not place a online order as you won't get it.!!!!!”

Helpful Report

Posted 6 years ago

Decathlon is rated 4.4 based on 11,514 reviews