Decathlon UK Ltd Reviews 45,594

Very poor customer services. I purchased a fishing chair that arrived with a damaged screw, contacted customer services who said they could only give me a £5 gift voucher...which at the time I thought was fair. I have recently tried three times to purchase ground bait for fishing (which the gift voucher doesn't even cover shipping) and each time have received emails informing me of a refund due to cancellation of order with no reason or apology, while still saying the item is in stock on website. Avoid seller!!!

Well what a disappointment. Placed an online order 36 hours ago. Tracking hasn’t changed since I ordered and it’s still being prepared, are you making items to order now? Its due to be delivered to store tomorrow. I have been a loyal Decathlon customer for years even before they came to the UK. Only way to “speak” to someone is via a whats app chat bot and so far I’ve been waiting for 50 minutes for a response. Clearly my order isn’t going to turn up tomorrow which again is very poor service. All in all a bit of a shambles and Decathlon has clearly gone to the customer service dark side. Unfortunately won’t be going to them again which is a shame as have always been a huge fan. This non delivery is going to cause huge issues as will now have to go to a competitor, pay much more but at least I’ll get the stuff I need tomorrow. Unless by some
Miracle it turns up in store tomorrow which I doubt very much. I will have to attempt to get a refund as the option to cancel my order isn’t there. I’d prefer to get my items but not holding my breath. Poor poor poor

Item not delivered - have WhatsApp as per online contact - no response, so I have now emailed 3 times - still no response? Be wary buying online - non existent customer service

Easy to order online, prices are fair and it just works.

My daughter and I visited Decathlon at Farnborough, Hampshire. We were asked by a young man called Harry if we needed any help. Of course I replied yes please. From start to finish he was so helpful and spent about 20 mins with us. We went in with nothing and came away with everything we needed for my daughter's D of E weekend away at a very satisfying cost. Definitely recommend Harry to everyone. Such a lovely young and helpful young man. An asset to this store.

DONT ORDER FROM DECATHLON, AS IF ITEM IS FAULTY YOU WONT GET A REFUND!!
No phone number to speak to customer service, Whattsap dont respond. If you are lucky to get a response via email, Decathlon are not interested in returning your faulty item for a refund. I have had to claim refunds for faulty items via credit card section 75 and via Paypal as Decathlon wont refund or return item. STAY AWAY FROM DECATHLON!!

UPDATE: They replied on here to say they would reach out by email: they have not done so, nor have they replied to my original WhatsApp; or contacted me in any way whatsoever regarding the fact that there was a delay. The package eventually arrived 3 days late, but they couldn't even agree with Royal Mail as to where the parcel actually was until it turned up!

I made an order for a birthday present based on the delivery date that was promised at checkout. If I had known that it would be delayed with a complete lack of communication or support, I would have just driven to the store or bought from somewhere else.

I made arrangements to be at home for the delivery today as promised. When I went to the order details myself online to see if I could get an estimate of the time the package would arrive, I saw that the delivery date had changed. I was not notified of this and there was no way to communicate with anyone in real time, only by Whatsapp - I sent them messages 5 hours ago and have received no response whatsoever. Apparently, the item has still not even been dispatched!

Decathlon have therefore wasted my time and cost me for journeys made based on the delivery that they have failed to fulfil as promised. And now I face going to my brother's birthday empty-handed - having already paid for something with no way to modify or cancel the order.

Nojmal from the leeds store was very helpful, helped me to analyse my running pattern to find the right trainers for me, very knowledgeable and explained everything to me well, thankyou

I spent since the day before and all day searching for items and adding them to a basket. When it came to pay for them, the order cannot be delivered. I only had the option to collect in-store but the nearest store available was Birmingham - I live in London! I reduced the order from 23 items to 10 and I still had the same problem but with the additional option of Guildford! So same difference! What a total waste of time! I tried finding a number to discuss but couldnt find one online. So off I am to Sports Direct now and any other supplier that has what I need and can get it to me!

I ordered **5 items from Decathlon on 10 April 2026**.

What followed was a masterclass in confusion, contradiction, and customer‑service hide‑and‑seek.

First, one courier emailed to say they *couldn’t* deliver on a Friday (a bold stance for a delivery company), so I arranged to collect the parcel from their depot on the Monday. I arrived… and they couldn’t find it. Magical.

Then, on the same Monday, **a different courier** turned up with a parcel — which contained **2 out of the 5 items**. According to Decathlon’s tracking, however, all **5 items were delivered in one package**. Fascinating, considering the package was roughly the size of a small sandwich.

I’ve contacted Decathlon to resolve this, but so far the response has been… silence. Impressive silence. Olympic‑level silence.

So here I am:
- **5 items ordered**
- **2 items received**
- **1 parcel allegedly containing all 5**
- **0 replies from Decathlon**

If you enjoy mystery, suspense, and the thrill of never knowing which courier will appear or how many items will actually arrive, I highly recommend this shopping experience. If you prefer receiving the things you paid for, maybe not.

I recently purchased a women’s cycling top online. Unfortunately, the item did not meet my expectations, and I therefore initiated a return through the appropriate online process. I subsequently received confirmation that the return had been accepted, along with notification that a return label would be sent to me via email. However, this label was never received.

I have made several attempts to follow up, both by email and through the company’s WhatsApp customer service channel, but have not received any response. Furthermore, I have been unable to locate a customer service telephone number, which has prevented me from discussing the matter directly with a representative.

In light of the lack of communication and support, I have been left with no alternative but to pursue a refund through my credit card provider. Based on this experience, I would advise exercising caution when making online purchases from Decathlon, as the returns process appears to be inadequately supported.

I gave it 2 stars because the product was perfect. But the issue was it wasn't complete. When I contacted decathlon regarding the missing piece. They told me I had to return the whole product and if they have a replacement they will send or a refund.

Why not just send me the 1L bladder that's missing? It's not rocket science and easier then any other way. You even sell bladders separately. Come on. Help your customers don't make life impossible

Original review: Absolute shambles of a retail store. Ordered a pair of shoes which have gone missing, reported this to them in which they responded “ If we don’t hear back from the seller within 2 working days, we’ll update you to let you know we're still awaiting a response. If there’s no reply after 3 working days, we’ll take further internal steps to move things forward”

It has now been 13 days (and counting) and they have completely ignored my emails chasing them up to give me my money back.

If you are thinking of ordering from them I strongly advise DO NOT DO IT.

Update (20/04/2026): They have made every attempt to have my review from their trust pilot page removed and still without acknowledging their fault or resolving the issue of my missing parcel. Again, STAY AWAY FROM PURCHASING FROM DECATHLON UK. It has now been 25 days, my parcel is still missing and their generic response is “please give us more time”.

I am £147 out of pocket because their team think it’s okay to do this to their customers. Absolutely the worst company for any purchases.

Update again 01/05/26: They are still refusing to give me my money and are still conducting this “investigation” which they’re alleging they’ve been doing. Mind you, my order was a month ago. Like always everyone, AVOID DECATHLON UK BY ALL MEANS. I am currently raising their conduct with trading standards.

Ordered dumbbells and a stand for them. Wrong instructions manual was delivered for the stand. Nuts did not fit to bolts making the stand unsafe. They requested proof which I sent via emails. Raised the issue with Decathlon, they kept going back to the seller coming back with mixed solutions. First they said to buy the nuts and bolts myself. Then they wanted me to repackage everything and send back. I said I won't repackage bulky heavy items again when I can get a compensation for the nuts and bolts, which I will need to now source myself and pay for them. Effectively Decathlon did nothing, blaming the seller instead, now I have unsafe item and paid more to buy my own nuts and bolts after weeks of back and forth.

Very helpful full and good customerservice

Ordered Karate Gi, item marked as dispatched yet after 2 weeks and contacting customer service I was told out of stock. In 2026 a business should not be failing to deliver and selling items that are out of stock.

ÌOrdered a bike for my nephew's Birthday. It arrived with the brake wires completely separate, detached and disconnected. Online customer services do not respond by WhatsApp or customer online form. Called the local store. They'll assemble for a full charge if the bike isn't decathalon branded. Incredibly dissapointed, horrible customer support systems and false descriptions and inappropriate additional charges. Please beware when ever purchasing a product.

Update, several people have reached out, provided photos of the issue, in response to an email. Then they asked for the photos again 2 days later?

In the end had to pay someone to fix the bike. Atrocious customer service, not shopping with Decathlon and will tell other people to avoid in future.

Never again will I use decathlon especially Sheffield
I had an order to pick up today as told it would ready for collection .
Drove over an hour and not ready they had the item in stock x12 then tried pressuring in me into buying the item again as if it was normal
Very poor

Now they have replied with an automated email response saying sorry and to contact customer services.
I tried that yesterday and got no response