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

“haven't received the goods”

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 your order was delivered the 10th of August at 10:38 as estimated. Please, if you have not received the parcel contact us in the Customer Loyalty Team (0207 064 3000) and we will open an investigation with Royal Mail. Have a nice day!

Posted 8 years ago

“Lack of knowledge: I recently purchased a mountain bike from your store in Southampton and although the staff were very helpful and friendly, they did not offer me any advice on the bike. I returned the bike a couple days later as I didn't feel it was suitable for my style of riding. The staff tried to assist with other options but they just didn't really seem to know what they were talking about and didn't give me confidence. I went on to purchase a bike from a specialist shop, where the staff clearly demonstrated their knowledge in the bikes and even managed to convince me to spend well over my budget! I do however find your store offers good value on accessories and clothing, which I will continue to browse and purchase, but I have lost confidence in any bigger capital purchases with Decathlon.”

Helpful Report

Posted 8 years ago

“Ordered a size 7 golf shoe and a 7.5 (half) was delivered. Can live with them with a thick pair of socks to avoid hassle of returning.”

Helpful Report

Posted 8 years ago

“Your children's clothing is very small made...it should be stated on your website that items should be bought at least 2 sizes bigger than the children's normal size.”

Helpful Report

Posted 8 years ago

Thank you for contacting us and taking your time to write the review. Unfortunately, we are experienced an issue with the sizing in some of our products. However, we have already looked into it and will be able to solve it soon. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Returned some childrens items as the sizes come very small and asked for the next size up. Have not even had acknowledgement of returned goods. Also returns are not free...”

Helpful Report

Posted 8 years ago

Thank you for contacting us. In regards to your request, we would like to apology about the issue we are experiencing with the sizing conversions. We have a size guide in our website to provide the customer all the items measurements in centimeters. In regards to the return policy, we only pay for the return shipping costs if is a faulty item is received or if we sent a different item from the one placed originally. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Ordered riding jodhpurs they have fell apart in 5 wears”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear you have experienced problems with your order. In regards to your request, we will definitely send your review to our UK product Manager so we can ensure a revision of this item. Thank you very much for feedback. If you have any other issue, please do not hesitate in contact the Customer Loyalty Team (0207 064 3000)

Posted 8 years ago

“Delivery! Way past delivery date. My account was charged but no notification received my order is ready as yet.”

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 would like to apology for the inconveniences caused due to to the lack of information given. Thank you very much for your patience. Have a nice day!

Posted 8 years ago

“All I wanted to do was buy a pair of £5 shorts. That doubled due to your ridiculously high postage costs and then I had to spend the next fifteen minutes of my life having to give you a huge number of personal details because your website has me by the short and curlies and wouldn't let me buy the damn things unless I did so. In the meantime I've burnt what was in the oven. Irritating, annoying, unnecessary pain in the backside system. Sick, sick, sick of sites like yours. Won't be buying from you again so you can cancel my account please!”

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 sent your review to our Manager in order to increase the quality of our service and reduce the time spent in creating the account for online orders. In regards to the postage cost, we have different prices depending on the delivery company used and the dimensions of the parcel sent. Please, accept our apologies for the inconveniences caused. Have a nice day.

Posted 8 years ago

“Asked for assistance from a lady she couldn't help so she asked another member of staff he said he had to deal with someone else first then would come back to us He returned to put something back on the shelf and then completely ignored us which I found very rude so we left the building very unhappy and at this time will not be returning”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with our service in Decathlon. In order to take further actions, we would thank you to contact us and advise of the Store you visited. Please, accept our apologies for the inconveniences caused.

Posted 8 years ago

“Along with a cpl of other items, i ordered 2 x pair of footwear and both came in the wrong size and with no boxes. Delivery time was pretty poor at around a week, it seems if you're order is small and will include a delivery charge, it will be delivered quicker?!?!?”

Helpful Report

Posted 8 years ago

Thank you for writing your review. We are sorry to hear you had problems with your order. In regards to the delivery date, we will pass your feedback to our Logistics Manager so we can improve our delivery service. Have a good day!

Posted 8 years ago

“Sizing crazy! Daughter is 4, bought the wetsuit in age 8 and it's super tight! Size up +++++”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We definitely need to check our sizing. Regarding to it, for a better service you could consult our size guide where you can find all our products with the measurements of the sizes in centimeters. Please, accept our apologizes for the inconveniences caused. Thank you very much for your time. Have a nice day!

Posted 8 years ago

“The item was good however the quality of customer service was terrible. Here's the story: Thursday - I ordered my parcel for delivery on Friday which would give me time to get used to it before a ride on Saturday Friday - Friday came and still no delivery, I gave them a call, there response was there was a confusion which led to it being delayed. They said it would be delivered Saturday before 12 and before my ride Saturday - Saturday came and still no bike, they didn't deliver and said it would be delivered Monday. This left me without a bike and therefore I had to miss my ride Monday - Finally it was delivery”

Helpful Report

Posted 8 years ago

Thank you for contacting us. After going through your account we have checked that the parcel was delayed because we were not able to dispatch your bike on Friday 17/06 (as it was estimated to be), so we did it on Monday 20/06 because we do not have shipping service on weekends. However, as an apologize of the inconvenience caused, we refunded the DHL Express shipping cost, as it is an unacceptable situation in which we are working to have an improved service. Thank you very much for your feedback. Have a nice day!

Posted 8 years ago

“Cheap, but poor quality. I don't like having to pay for postage AND for return postage. Won't be ordering online again”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with the quality of our products. Please, accept our apologizes for the inconveniences caused. Our policy is to afford free shipping only for orders over £50. In addition, we only pay for the return postage if the product is damaged or if due to our fault the product has not been dispatched correctly. (different size, colour...). For further occasions, you can use the click&collect option, in which you can make your order online and we will send it to your local store with no shipping cost. Thank you for spending your time writing the review. Have a nice day!

Posted 8 years ago

“I bought a bike. The information offered in the list regarding the size was completely wrong. The size was far too big for me. According to the info the webpage provided, however I should be in the tall end of the size I purchased.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. Regarding to the size guide provided in our webpage, we are working in giving a more accurate information of the sizes. Thank you very much for your feedback which will be used to continue improving. Have a nice day!

Posted 8 years ago

“Sizing is a big issue. I am a UK lady definite size 20 so for comfort ordered walking trousers & shirts in a size 22 (the website is in UK sizes). I ordered 5 pairs of trousers & 3 shirts to compare colour & fit. When they arrived there is no way they were anywhere near a size 22 or even a 20 - more like an 18 maximum or even a 16 as the trousers would not go past my knees!! Very disappointing and costly as I had to pay over £10 postage to return the lot via Royal Mail. I feel mislead by the website sizing and so I will not be shopping at Decathlon again.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that you have experienced problems with sizing. We will pass this feedback through our Product Manager in order to improve the service given. For further occasions, you could find in our website a size guide in which are published our measurements in centimeters to give a more accurate information about the sizes of our items. Please, accept our apologizes for the inconvenience caused anyway. Have a nice day!

Posted 8 years ago

“The reason I have given Decathlon a poor rating is because of an ongoing problem I have with a return. I returned a pair of swimming shorts on 5th July. I had not had confirmation Decathlon had received my return so I phoned on 13th July. The lady I spoke to confirmed the return had been received and loyalty points would be added to my account as I had paid using Decathlon giftcard. When I checked my account on 18th July as I was going to come into store to buy some folding chairs, the loyalty points had not been added. I phoned Decathlon again and the lady apologised and said her colleague had made a mistake, she couldn't add my points that day (Monday) because there was a problem with the system but my points would be added to my account on Tuesday 19th July. I checked my account again, Friday 22nd July, and the points had still not been added. So I phoned Decathlon a third time, the lines were busy so I was directed to an answerphone to leave a message and I left my telephone number as I wanted a call back. So far, I have not had my call returned and am becoming increasingly frustrated by the waste of time and inefficiency.”

Helpful Report

Posted 8 years ago

Thank you for writing the post. We are sorry to hear that you experienced problems with your order. After going through your account we have checked that effectively we had an issue with the system the 18/07 and what is why we could not add your points immediately. Please, accept our apologizes for the inconveniences caused in this unusual situation. Have a good day!

Posted 8 years ago

“Annoying as it takes too long to buy anything as you have 'register' and get sent annoying emails constantly that are impossible to unsubscribe from easily - not worth the hassle to buy stuff from decathlon. Sorry - products are great,”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear that it took so long to buy your order. In regards to the emails, we manually turned off them. Please, wait 72 hours until the emails stop, and if it continues, we recommend you to contact us again and we will pass your concern to the IT department. Accept your apologizes for the inconveniences caused. Thank you very much. Have a good day!

Posted 8 years ago

“Bought a Btwin 500, its done about 16 miles, was doing a decent my rear wheel hit a bump in the road and buckled so bad I fell off, hurt myself quite badly. I dont know what kind of saftey test these things go through but the wheels on this thing are a joke. its cost me another £100 to get some propper wheels. If I had the time and money id consider legal action as this wheel simply wasnt road safe.”

Helpful Report

Posted 8 years ago

Thank you for contacting us. We are sorry to hear you experienced problems with the Btwin 500 bike. In regards to the safety of our products, every single one goes through an exhaustive revision before it is sold. However, we will send your feedback to our Product Manager in order to make a further review to the bike you mentioned. Thank you very much for spending your time writing the post. Have a nice day.

Posted 8 years ago

“I'm not an English customer, my problem is that I made an order on 16th of July for 2 easy breath masks , then an email was sent to me asking for some documents that I don't have because I'm not an English citizen , I make orders around the world through Aramex company who are responsible to receive my order & pass it to my country where I live to my door step , Now after paying , what shall will happen ? I send an email & an inbox message through Facebook and NO response !!!! I don't know what to say more but I'll try to be a Patient costumer and hope you reply this time ! I need these 2 masks as soon as possible please & this is my order number DCUK2442215”

Helpful Report

Posted 8 years ago

Hello. Thank you for having taken your time to send us your feedback. We are sorry to hear that your recent experience with Decathlon has not been easy but according to our Policy "If an anti-fraud check is carried out to ensure the security of customer transactions, Decathlon.co.uk may ask You to provide order validation documentation by fax or e-mail, such as one or more documents containing proof of your address and/or a copy of your identity card, before your order is confirmed. Your order will only be final once Decathlon.co.uk has received these documents and issued a confirmation e-mail. In the absence of these documents or if the documents do not establish your identity and address, Decathlon.co.uk reserves the right not to confirm the order. Decathlon.co.uk also reserves the right to reject an order in the event of an ongoing payment dispute or if a Customer has ordered an unusually high number of products or services." (http://www.decathlon.co.uk/terms.html) Please do not hesitate to contact our Customer Loyalty Team if you still experiencing issues. Have a nice day!

Posted 8 years ago

“I have over the last 2 days contacted customer services via the contact us on the website, once each day, and have had no response. This is about a change in delivery date. When choosing a delivery method It showed the latest delivery dat as the 19th July yet my confirmation email stated the 21st July. I want to know why it has changed but with no response from customer services I guess I'll be none the wiser.”

Helpful Report

Posted 8 years ago

Dear Jenny. Thank you for having taken your time to send us your feedback. We are sorry to hear about your difficulties when trying to contact our Customer Loyalty Team. Please do not hesitate to give them a call on 02070643000 if you still require their assistance. Have a nice day.

Posted 8 years ago

Decathlon is rated 4.4 based on 11,520 reviews