Décathlon Canada Reviews 

Hi. I want to share my experience this week with ordering from Decathlon. A Girl Guide leader recommended a back pack on a huge Girl Guide facebook group. I ordered 13 backpacks for an upcoming camp. Box arrived with 12 backpacks inside. I contacted the company. They had some questions like the condition of the delivery box and photos. Completely understandable. This morning I received an email that the company does not ship out corrections. They refunded our unit Visa card for one backpack and invited me to order it again and then email them the order number and they would refund the shipping fee! Really? This was THEIR error. Im not reordering. I just won't have one myself and I want to forewarn people - great product, less so for customer satisfaction on their packing error.

Ordered a bike from here. Sent me the wrong bike and now it’s taking days to resolve the issue that they made. Now I am trying to get a discount on my next order but they are being difficult. I’ll delete this review if they gave me a discount for my next order. But very disappointed in the customer service

This review is specifically about Decathlon's online customer support. This does not apply to their physical store locations or to their products.

TLDR: Decathlon's online customer support is unacceptable and I would not recommend buying from their online store.

Our tent (QUECHUA 4-Person Camping Tent, Arpenaz 4.2 Fresh & Black) was delivered May 26. The very next day, little kids being little kids, a couple of tent poles snapped when using the tent as a bouncy castle. Luckily the tent came with two spare tent poles but I figured I'd better get some more for future mishaps. So I look on their website and find spare tent poles. But the size doesn't look right to me so just to make sure I call one of the Decathlon stores. I tell them the model of tent I bought and they assure me the poles I see on the the website will fit. I order May 28 the tent poles get delivered June 3 and low and behold they do not fit (though I was eventually refunded thankfully). So I contact the online customer service June 4. First I try to do it as a warranty claim and I submit all the info they ask for. It takes until June 17 for them to get back to me letting me know warranty won't cover it (fair enough) and would I like help sourcing new tent poles to replace the broken ones. I'm like, um yes, of course. On June 23 I get a response saying 'well actually our technical team say the replacement tent poles you ordered should work with your model of tent, can you please confirm the measurements of your tent's poles'. At this point I'm thinking not only is this company incredibly slow at responding to customers but also they don't even know their own products. Anyway I send them the exact measurements that same day. I don't hear back until today (July 30) with them confirming the measurements I gave are indeed the right size, but that said size is out of stock nationwide with no estimated restocking date and that I should try to buy my replacement tent poles from another store like Canadian Tire or Amazon!! WHAT?! It took over a month to get back to me with that info?!! From the date I first messaged them to the date I got the final answer was 56 DAYS! I'm going to call that unacceptable. Safe to say I will not be buying from them again.

If you're in Canada and value product support and customer service DO NOT buy from Decthlon's online store.

They may have good products, good pricing, and good promises, but their actual shipping & delivery, customer service, communication, flexibility, and convenience of online shopping really sucks.

Don't expect fast shipping, online tracking that actually work, or a customer service team that has even an ounce of empathy for the experience of the customer. In their view, rules are rules...even if their website or shipping company posted something... that doesn't count to them. They expect the customer to understand that they are not responsible for wrong information given to the customer, and they are unwilling to make it right.

I purchased two pairs of pants, and one pair sent was the incorrect size (not the size I ordered). I've tried to contact them about returning the pair that's wrong, but customer service takes days to respond, if they respond at all. I want to ship them back at their expense and they don't seem to want to help me at all. Very frustrating as a new customer to be dealing with this.

I've bought two bikes from them and they are very good quality for what your paying. I've also bought winter boots and jackets all well worth what I paid.

I'd give another star if it wasn't for their rather clueless customer service agents and the frustrating system for dealing with them online. I returned a bike due to being too large and it took them 20 days after receiving it back to get them to ok the return. If it wasn't for that I'd give another star.

Bought a road bike from decathlon. Best bike ever! Same quality components on a bike from a bike store would have cost me $1000 more…Great service and the bike arrived before the expected delivery date😍

I am a big fan of Decathlon everywhere I travel and must say that I am was happy overall with my experience at Decathlon in Canada. They had a good range of products overall and service was ok, not the greatest but fine.

I can't believe how easy it is to return, and how flexible their customer service is. This is what all stores should aspire to be

⭐ My Review of the Domyos EL300 Manual – 2/5 ⭐

I bought the Domyos EL300 Elliptical Trainer hoping to take advantage of custom workouts and really tailor my training.

Unfortunately, the user manual is seriously lacking in guidance. There’s almost no clear documentation on how to set up or edit a custom workout on the machine itself — it just lists a few programs without explaining how to create or adjust them step-by-step like manuals from other brands do. Manuals for similar Domyos ellipticals online are very basic and mostly cover safety, assembly, and very simple program selection, but don’t break down anything beyond that.

This is frustrating because the console is reportedly compatible with connected apps (FTMS / E-Connected / Kinomap), yet the manual doesn’t tell you how to use these features effectively or walk you through customizing workouts — and that’s a key part of why many people buy a “connected” trainer in the first place.

If you’re expecting a walkthrough on creating interval programs or saving user profiles from the official documentation, you won’t find it — you’ll be left fumbling around the console or relying on apps (which themselves have mixed reviews). Overall, the manual feels like a missed opportunity and needs a much clearer section on custom workouts.

CASHBACK SCAM
CASHBACK SCAM: I want to share my recent experience so others don’t end up in the same situation.

I made an online purchase via Decathlon.ca after activating a cashback offer through Rakuten. I followed every step carefully — I even opened a fresh tab, went back to Rakuten, and re-clicked the merchant link immediately before checking out, just to make sure everything tracked correctly.

Yet despite doing everything exactly as required, the cashback didn’t show up. When I contacted customer service, and was told that Decathlon refused to confirm the eligibility of the purchase, with a list of explanations that had nothing to do with how I actually made the purchase. None of their reasons applied to my situation, and this wasn’t the first time something like this happened.

The cashback offer was the main reason I chose to shop with this retailer. Without it, I wouldn’t have placed the order at all. After getting no meaningful help and no acknowledgement of the issue, I decided to cancel the entire order.

I’m sharing this because this is not an isolated incident, but rather a repeated conducts. When cashback is advertised but consistently not honored, it is no different from a bait of scam. I’ll also be reaching out to provincial consumer protection authorities so they’re aware of the pattern.

Just a heads up to anyone thinking of buying from this retailer or relying on their cashback offers — make sure you know what you’re getting into

Edit: they resolved this after a follow-up call.

I like decathlon but I returned two trekking poles and they claimed I only sent one back. I can assure you I sent two. There’s no good escalation for this and they will not offer you refunds in any event there’s a discrepancy with what you returned and what they say they received so beware especially if you’re buying online. I like their products but you need better service for returns.

Unable to return a product bought 35 days ago and used once - very disappointing experience. My son had an inflatable kayak from Decathlon about 35 days ago, used it once and it did not inflate well. Bought a new pump and inflated well the second time and one of the sides started to deflate again. Went to the shop and they asked me to leave for inspection and that I will receive a phone call, which I did. Went to pick up and they said there is a puncture caused by us. We explained that we only used it once. They said that this does not matter, that there could be a stone, twig, a piece of glass on beach that could have caused the puncture. The person who said he is the manager said that they could have offered us a few options but they will not as we were rude because I cut them off and did not let them finish. My wife explained that she remained very polite and they said that I hung up the phone I told them I work with customers and could not finish the conversation. The manager told me "then you should have not picked up the phone"?????? He also mentioned that the warranty does not cover it, how does he know my child did not have a knife, or a sharp object and he said he can rip it off with his teeth, he said the product can be damaged. I argued that for $ 370 dollars you could expect the product not to be damaged by a twig or stone on the beach. I asked for written report of the inspection and the manager said I have to pay $ 30 dollars for inspection report. I said yes please. Then he said he would then repair it for $ 40 dolalrs and give the report. I said I would like a written report of the inspection, he said he does not have to give me anything in writing. So I asked again you did an inspection - i would like something in writing, he said he has no obligation to give me anything at all if I do not leave for repair.

Company sold me a "renewed" surf board. They forgot to check if every parts were in the box. Now missing a part, and they won't help me find a replacement and refuse to refund unless I travel by flight with the board to replace it. Terrible customer service. Avoid at all costs.

Near impossible to contact anyone by phone. When someone does answer, the customer service is dismal! The agent is unable to understand the issue.
I’m hoping their product quality is better than the buying experience!!

I purchased a Hybrid Bike online last Tuesday. I see a delivery date of the following Thursday. When it doesn't show, I call Customer Service to be told that the delivery is an "estimate only". I'm also told that the reason for the delay is an "issue with building the bike." I'm given a new date of Friday, or at worst Sunday. By Sunday, still nothing. I call the Carrier and... they're closed and do not deliver on Sundays.
I finally receive the bike on the Monday. After fiddling around, I find out that the 15mm wrench is missing, there is no quick release clip and the wrong instructions have been sent. I called Customer Service again to be told that they would verify with the "building team" and come back to me.
I receive an email on Tuesday stating that I did receive the right kit and that there is a quick release clip (!) I was offered a pic of where the non-existent the clip is on the wheel and the right instructions. No pics attached. To top it off, I found out that the wheel's axle does not fit on the fork.
I have now asked for a return and refund. No real answers as far as the refund is concerned.
I strongly suggest that you go somewhere else for your bike.

Recently went to a location in Toronto.
Great customer service and wonderful variety of sporting equipment. Our favourite aisle- the shoes!
Great deals as well on all clothing.

They use Nationex as their carrier who doesn't even try to deliver the package. They kept saying the attempted delivery but I’ve been home all day waiting for it and didn't get contacted at all. If you want happy customers find a better courier.

My expérience with Décathlon Boisbriand was wonderfull! Bertrand at the mecanic is the most Professional for is expertise and care of client!!! For me at 76 year, I am very happening to saw people like him.

Very difficult return policy, not easy at all, they do not trust you that the items have not been used, better go somewhere else to shop.