Decathlon UK Ltd Reviews 45,594

£150 pair of boots and been sent size 4s despite the listing only being for size 7s and literally no other sizes available. Packaging also incredibly poor. Contacted them on Thursday and I've had zero response. This has been an incredibly poor experience and this is a lot of money to be out by.

Update 18th April late evening: I've not yet had any emails from decathlon to rectify this issue.

Update 22nd April. Unfortunately customer service has continued to be poor. I was first accused of ordering the wrong size, despite sending screen grabs of the website listing and order confirmation. When I pointed this out I was the told to return the parcel and that the website would be updated. The website is still showing the incorrect size as of this afternoon leaving others at risk of having the exact same experience. Still awaiting my refund, no one has actually clarified whether they have the correct size and could send it, but I give up with this company now.

After previously leaving two very positive reviews because I was impressed with both the service and customer care, I’m disappointed to say I’ve had a completely different experience this time (more in line with my earlier visits before those two positive ones).
I visited the Surrey Quays store to replace the inner tube of my city bike, booking the service online where it is advertised at £9.99. However, in-store I was charged £14.99. When I pointed out the discrepancy, I was told the lower price was no longer valid and that the website was incorrect.
At that stage, I simply wanted to raise a complaint about the difference between the website and in-store pricing, and to be charged the advertised price since the error was on Decathlon’s side. I asked to speak to the manager (Pat) for clarification. After checking with the staff member, he adjusted the price to £9.99 but said it was “an exception”.
I thanked him for resolving the issue, but also mentioned that I would still raise a complaint regarding the pricing discrepancy.
What was surprising was his reaction at that point; he became visibly irritated, raised his voice, told me to “do whatever I want,” and walked away. This felt completely unnecessary, especially as my initial concern was only about the pricing issue, not the service itself.

This is disappointing, particularly in a store that promotes a zero-tolerance policy for poor behaviour. I believe that standard should apply to staff as well as customers.
I was also advised not to rely on online bookings because prices may differ in-store, which is not acceptable.
A very disappointing experience compared to my previous visits.

Very good staff in the store who knows things and are kind.

An appalling company to deal with, which has left me almost £500 out of pocket. My recommendation is to stay well clear.

I ordered a running machine for collection, paid for with blue light card vouchers bought explicitly for the item. The following day, I received a phone call from the branch stating that the item wasn't in stock and that the unsaleable demo machine was listed in error, and advised that if I came into store (a 30 minute car journey) then I could order and pay for a machine to be delivered.

On going into the store in the evening, I was informed that no machines were available in the country to order, and I was unable to purchase one. No further options were given. So at this point, I've £500 worth of Decathlon vouchers that can't be refunded and one wasted journey of an hour.

The website customer service was no more help, it appeared to give LLM/AI responses that ignore half of the points raised, and didn't understand basic consumer right processes (probably by design).

The only option I have left is to take the matter to an ombudsman, for something that really should be simple for Decathlon to resolve, given the catalog of errors on their part - I just want my money back.

I have been messed around since Tuesday. That is how long I have been trying to pay for an order. Every time you present payment the app crashes and you recieve a 400 error message. I have spent 4 days battling with rude people on WhatsApp to try and get a solution. They are now claiming that they can not be at fault and that I can not speak with a manager for 72 HOURS. They have been rude. Dismissive. Patronising and dishonest at every step of the way. I was finally offered £20 in vouchers yesterday as compensation. The trouble being that they can not be redeemed as the app is STILL broken. Decathlon are ruining a previously good reputation with this shambolic and amateurish behaviour. My bank, the Coop, have confirmed that they have no reason whatsoever to stop any payment and that the fault lies with Decathlon. I want my order. Why is this so difficult?

Update to my review - here is the astoundingly arrogant and rude reply to my request for an urgent call back - apparently it will now take FOUR more days

"Hi Matt,

I understand your frustration, and you’re right to expect a clear and timely response rather than repeated or unhelpful replies. That is not the level of service you should be receiving.

You can expect the reply on Monday or Tuesday.

Thank you for your patience while we work to resolve this properly. You will receive a meaningful update from our team shortly.

Kind regards,

Aadhitya"

Just *wow* - Is this guy on cocaine or something?

Filled out online buyback for my Byocycle folding electric bike, it was accepted & estimate given. Cycled to Surrey Quays store. Without even looking estimate up on the computer or inspecting the bike was told " we can only take electric on the two systems we use on our bikes, I keep telling the office but the website is wrong". Total waste of time dont bother with them.

I had an issue with the website that incorrectly put the delivery address I wrongly. I went back to change it and confirmed and then when I
Pressed pay I realised that the site had put in the wrong address again. I have tried calling and emailing for 2 hours and no one responded to the phones. Shocking customer service!!

Customer services were able to change the shipping date for us and arrived in good quality. Would definitely recommend

Ordered an item weeks ago, hasnt turned up and after numerous emails and whatsapp msgs , still haven't heard anything back.

The whole process was quick, from placing to the order to collecting the top.

Everyone at Decathlon Edinburgh were very nice and helpful. Bike station mechanics were very helpful in choosing the right bike for my son and advised what we could go for ! They helped us with all the information. Great and easy experience while using their services.

Cancelled part of my order without any explanation, even the product was available. Tried to contact customer service, no reply. It was my first and last time order from them, will never use again.

Although the layout has been changed recently, I love going in to the store and generally find what im looking for, importantly, at a good price.

I tend to do a lot of research into a product before I buy it. Decathlon products usually come out favourably.

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Always great to visit Decathlon, and check out what is new, or what i did not know they have by walking around.

The Decathlon franchise in Tesco Silverburn had what I was looking for and also a tempting offer that encouraged me to spend more than intended, which I didn't mind as I'm pleased with the products.

We recently bought two new bikes from Decathlon at Lakeside. Josh was really helpful and very knowledgeable about which bikes would be best for our daughters. I am very grateful for his help.

Great choice and prices and the size of the shop is also a plus

Excellent, delivery and waterproof jacket an excellent fit

I had an emergency with my e-bike. I had shattered a pedal on a high kerb. I took it to Decathlon Aberdeen where technician Pavel interrupted his schedule to swap the old pedals for new and get me on my way because he said "it's only a five-minute job".
I really appreciated that kind of help because I was in a hurry. Plenty of other companies would have booked me in to have the work done five days down the line or something, and I would have been left without transport.
Top marks.
I hope Decathlon management look after an employee who treats customers so well. It makes us more inclined to return to do repeat business with the company