Decathlon Portugal Reviews 129

The customer service is not just horrible, it’s beyond horrible. What’s worse is their automated phone system. If you can avoid going there all the better. Simply the worst. At least in Portugal where I live.

Bad experience after another,
Very low quality doesn't last
And they block reviews on there website that are not high scoring.

I placed an order on November 28th, with a delivery time of 5 business days. On December 5th, since I hadn't received any response from Decathlon, I sent emails, having to send them several times before someone bothered to reply. On December 8th, they told me that "They had a problem and that my order is lost," meaning they cancelled and re-ordered it... In short: I only received the order on December 10th, and it was the wrong one. I had to go to the store to return one of the items. I returned the item on December 11th, and to this day I still haven't received a refund. They send emails apologizing, but do nothing to resolve the situation. TERRIBLE CUSTOMER SERVICE.

Ordered from the marketplace and it took 28 days to get delivered.

Try to order on the website using my Decathlon account. before I can proceed, the ask me to verify my account "código de verificação" by sending a code to my email address. Tried 8 times, but never receive any email/code, so I cannot order my equipment.... Have called, but they cannot help. So they lost a customer, I have bought the equipment via another supplier.

Rude staff in Lisbon location. Couldnt believe how she spoke to me.

Location next to el corte ingles.

I found a pair of shorts. They were hanging with +10 pairs of the same design, and the tag showed they were discounted.

I took a pair over to the changing room, tried them. Then went up to pay for them.
When i am upstairs the price on the machine shows a higher price. The staff calls down to their colleague downstairs and they tell him that the price is correct.

I explain it cannot be correct, and i tell him ill go down to take a photo.. i run down to take a photo and this lady-staff is standing in the area. When i take the photo, she comes to me saying ''That is not the price''. I ask her what she means, since +10 shorts are hanging on the rack for that price.

She says that its labeled wrong.
I said ''oh ok. Since they all are labeled wrong and i spent my time trying them, can i get them for that price that the label says?'' - she replied ''no''.

So i said ok and started walking away. Then i see her walk away... Then i politely tell her: ''i think you should remove the price tag so others dont also spend their time trying the shorts without knowing the real price'' - she looks at me and rudely replies (with a very very rude tone) ''Are you telling me how to do my job''

Then i said: thats really rude... You should remove the tag so you dont waste other peoples time. She started saying things which i will not write here, but i can only say - that i have never in my entire life experienced anything like this

I asked the staff above for her name: Sarah

I have bought +50 things at decathlon... I sincerely hope the manager of decathlon lisbon, reads this review and does a re-training of his staf.. This is not how you treat your customers

One star is still to much. I ordered 2 Bikinis. First I never got any tracking number, so it was not possible to understand where my order is.
After 2 weeks of waiting (yes it was a Decathlon product!), the Customer Service told me, the delivery is ready for pick up from a collection point...50 MINUTES away from my home!
I asked to Re Deliver it to me, which after more one week failed again. Refund took a few days, but at least worked.

The Onlineshop itself is a Desaster. Many many Bugs and errors. Please invest more into property developers. Never again!

Oh yeah, these guys are stealing big time in my opinion. Since last year beginning December I bought shoes online for my son long before Christmas and on the same day as the size was too small for my son, I requested a return online. All was in order - waited forever with no responses even after following instructions online!!!! Then it was picked up after so much struggling and sent and since then just excuses and nothing sorted! Now what now!!! They still have not given me a refund, my shoes back or anything. No communication anymore!! So they stealing now or what? They blaming the customer in an Email! Here I am after many emails trying to get a solution and getting this sorted and they still have not fixed it. This was such a horrible experience especially with the amounts I’ve purchased from them before and now I’d like to buy camping gear but since this has not been resolved how can I? Absolutely ridiculous. Either way I got my lawyer now on this. Can’t believe it. I keep asking to speak to a manager and all I get is someone who doesn’t know what they’re doing :/ please help!!!!!! You CaNNOT keep my shoes or my money - this is not right!!!!

Refused entry with my dog on a lead at Faro, next door to Forum Algalve shopping centre Faro!…
Tryed to look, possibly buy some equipment today 4th January 2025 at Faro Decathlon. Got refused entry, as we had our dog with us that was on a lead. This store had a no dogs policy! Even though we have visited many stores with our dog. That infact dogs where allowed. I complained through the complaints book in the store with the store manager. I was told I could bring her in, in a trolly! I never heard so much nonsense from a out door store. It's a first for me for a outdoor store/shop to refuse entry to dogs, as a result to their owners, as we refused to shop there. Forum shopping centre Faro right next door, allows dogs, so why the discrimination from this Faro Decathlon store? I refuse to enter this premises again. I am disappointed and disgusted with this stance from a so called leading outdoor chain. No doubt Decathlon will do nothing about this, especially with the bad reviews already been submitted on here! Update: checked Decathlon dog policy, dogs on leads, under control are allowed on store. So why is this store refusing dogs to entre? Decathlon; please get a grip on this store and re-educate your incompetent staff and store manager? (Sticker on the right of the entrance, also showing dogs not allowed)!

affordable prices, great range of products

They added insurance to the bike I bought. but when the bike was stolen the insurance company was not responsive and the store claimed no responsibility on the case.

I ordered several items with 2 hours in-store pickup, now it turned to 2 days with no reason. After contacting support on their website, they said I've chosen "2 days delivery" instead of "2 hours". Why in this world someone would choose 2 days delivery instead of 2 hours if the last option exists???

O bought a mountain bike ST-530 with problems with the transmission.

In 1 year I went more than 10 times to different decathlons stores and they never change the problematic transmission.

More than 1 year and I have felt once due to this problem.

The Bike is not so bad but the after-sales never solve your problem.

Think 3 times or more before buying something here because You cannot rely on them.

We have just visited the Faro store and chose multiple items. At the checkout there are only self service desks and no staff. We placed our basket in the reader, the computer calculated the bill and we paid.

However as we were leaving the security alarm sounded and we were asked to check our bags. No problem except that the security officer proceeded to accuse us of stealing multiple items (which we didn't even have in our bags or on the receipt) and we discovered that the high tech checkout had changed us for items we didn't have

We complained at customer service but the assistant was rude and dismissive. We decided to leave all of our shopping and get a refund (which we were told would take 5 days! Even though we were immediately charged just 5 minutes earlier).

A horrible experience in a terrible shop with inaccurate cash desks and rude staff!

We wouldn't recommend anyone shop here unless they want to be accused of shop lifting because of poor equipment.

Not even an apology! Disgraceful!

12/8 2022 I ordered and paid for a crosstrainer EL900 (bicicleta elíptica). Estimated delivery date 16/8. Actually date came to be 20/8. The assembly was paid for. After the assembly was done it turned out the machine was completly faulty and did not work at all. I had a discussion about the problem on mail with 5(!!!!) different people at the customer service and all I got was polite excuses and some promises which did not happen .After 2 weeks a service team came to examine the machine to decide what to do. After a few more weeks someone called and asked what was wrong with it??? (Don´t they talk with eachother at Decathlon?)
Somewhere here I lost my patience and ask for my money back. So, after all in all,12 weeks they picked up the machine and 8 days later I had my money back on my account.

This compagny should be ashamed of itself 😡

We have both a trampoline on Tuesday. Delivery should be on Friday. No call , no information, so I call myself, they will call back, never received any information, so called again. Store told me to deliver on Saturday before 12:00.
Again no information and no delivery on Saturday. Called again 2times. They told me they will deliver on Monday.
No delivery on Monday, now they are telling me a delivery on Wednesday. Unbelievable !!!!
My holiday is already over and we have paid a lot of money and 3 days waiting for nothing.

Now I’m asking my money back.
The store told me to write an email to ask for refounding the payment. I have paid in the store?!? And I should write an email
Is this compagny still living in 1980?

Referencia : 2711060

I visited the Decathlon store in Castelo Branco on May 25, 2022. I was looking for some fitness equipment, such as an exercise bike, a treadmill and a rowing machine. I decided to buy the treadmill (T900C) first, price €713.00.
The order would be delivered on May 30, 2022. The lady in the shop told me that about half an hour before the delivery I would receive a message from the transport company via SMS, Email or telephone. Of course I waited all day at home but heard nothing from Decathlon or the delivery person. No response the next day either. I sent a message to the store in Castelo Branco and an E-mail to apoiocliente- experiencias.decathlon.pt and to suportecliente- decathlon.com no response. That is the support of Decathlon.
Totally unexpected without any prior notice, the device was delivered on Saturday 4 June. I was home at the time. Unfortunately the device was quite damaged but I do not count on any service from Decathlon anymore. I will order the rest of the devices at Bigstore.pt
On June 7, 2022 I received the E-mail below from apoiocliente-decathlon.com if you want service and quality don't go to Decathlon.

Hello Christian,

I apologize in advance for the late reply. Unfortunately, due to a computer error, the Decathlon Customer Support team did not have access to your email until today.

I would like to inform you that we have already asked the carrier to return your order.

In order to be able to make the refund, we need proof of IBAN in one of the following formats:

. Document withdrawn from ATM
. Homebanking proof of IBAN;
. Photo/scan of the page of your green passbook with your Name and IBAN.

Sorry, once again for the late reply. We hope to continue to count on your trust.

Desportivamente,

An item I ordered online was out of. How can this be possible? Instead of letting me know, they just withheld the entire order!

Love the new checkout experience!makes is much quicker and easier!!

Terrible experience!
Bought online an article. I got a tracking link and a tracking ID to check the delivery of it.
The day before the delivery date, I got an email from Decathlon and an text message from the delivery company, informing me that the pack would be delivered the next day.
My surprise, the next day nothing arrived. I called the delivery company, who informed me that with the ID provided by Decathlon they didn´t know where my packaged was and I should try to contact Decathlon to clarify.
Since then I am trying to get in contact with Decathlon through all available channels, but unfortunately I can´t get an answer where the pack that I purchased is and when it will be delivered.
On Chat, I spoke already with 3 or 4 Decathlon staff members, who say they will check the status of the delivery but never come back with a reply. I am waiting now for 5 days, since according to Decathlon my package should have been delivered and I will now formally complain to the Portuguese regulator so I can finally have a reply from Decathlon.

All in all, this is the worst service I have ever experienced! I will NEVER buy again in Decathlon.