Decathlon Nederland Reviews 

I am writing as the father of a Decathlon customer, having personally handled the correspondence following her bicycle accident.

My daughter purchased a new B'Twin bicycle from Decathlon in The Hague on 7 May 2026 and collected it on 16 May. Just four days later, on 20 May, she suffered a serious accident on Dr. Lelykade, requiring medical and dental treatment.

This was a single-bicycle accident, with no other vehicles, cyclists or pedestrians involved. According to the Dutch police report, the road was straight and dry. CCTV footage shows the rear of the bicycle suddenly lifting before my daughter was thrown over the handlebars. No apparent external cause was identified, although the precise cause remains unknown.

We have the original video, police report, purchase receipt and related correspondence. We do not claim that a mechanical defect has been proven.

After the accident, Decathlon kept the bicycle from 7 to 29 June 2026, approximately 22 days, for inspection. We were then told that no defects had been found.

Despite repeated requests, however, Decathlon has not provided a detailed technical report, inspection notes or photographs, nor explained which tests were conducted, by whom, or whether any adjustments or repairs were made.

This is especially concerning because the front wheel appeared blocked before the bicycle was handed to Decathlon, but was no longer blocked after its return. We do not know why its condition appeared to change, and make no allegation of deliberate interference.

Sedgwick, handling the claim on Decathlon's behalf, subsequently proposed another inspection. We requested the records of Decathlon's first inspection before proceeding, but have still not received a satisfactory documented explanation.

After months of correspondence, we remain deeply disappointed by the lack of transparency and consideration shown to a customer injured shortly after collecting a new bicycle.

We are not asking Decathlon to accept responsibility without evidence. We are asking for clear technical information, transparency and respectful treatment of its customer.

We reserve the right to raise the company's handling of this matter with the appropriate consumer protection bodies.

I am absolutely disgusted by the non-existent customer support and illegal marketplace practices from Decathlon Netherlands. I purchased a high-ticket e-bike via the Decathlon platform from their third-party partner seller, "Buy Best E-Bike Store". The bike arrived defective out of the box, featuring a severely warped front brake disc that scraped continuously against the pads.
I legally exercised my statutory 14-day Right of Withdrawal (Herroepingsrecht) via the Decathlon dashboard just two days post-delivery, on 27 September. For nearly three weeks, the seller has intentionally engaged in manipulative stalling tactics on WhatsApp to try and push me past my legal return window.
Worse, the partner explicitly violated consumer laws by refusing to arrange home pickup for this oversized freight item, instead demanding that I pay out-of-pocket to self-ship a massive, heavy e-bike box internationally across borders to Poland. When Decathlon support finally pretended to intervene, the seller provided a fraudulent DPD tracking code for a pickup on 15 October. I stayed home the entire day, but no courier ever arrived.
Decathlon customer service is completely useless. They keep telling me to "be patient" and give the seller "a few more hours," allowing an unverified merchant to openly break Dutch and EU distance selling laws while holding my hard-earned money hostage.
I have officially issued a formal Notice of Default to Decathlon management, reported them to the ACM ConsuWijzer watchdog, and escalated a formal dispute through the Thuiswinkel Waarborg.
Do not trust Decathlon Marketplace. They take your money instantly via iDEAL but completely abandon you to fraudulent, uncooperative international sellers when a product arrives damaged.

In September, I bought a bicycle through Decathlon Netherlands’ website (order NL5U6HLN9RTC). The bike was sold by their partner, MAGUSA.

After inflating the tires, I went for just one short ride. The next day, both tires were completely flat. I inflated them again, but within a few hours, all the air was gone. Clearly, something was wrong with the bike from the beginning, most likely an assembly defect.

The bike was practically unusable for almost a month. I tried contacting customer service, but their limited phone support hours made it extremely difficult for someone working full-time to reach them.

When I finally managed to speak to someone, Decathlon simply informed me that their partner had refused the warranty claim because tires are not covered.

How convenient! Decathlon sells bikes from third-party partners, apparently with an enormous markup, but when something goes wrong, suddenly it’s the partner’s problem, not theirs.

I specifically chose Decathlon because they have physical stores in almost every city, and I assumed that if anything went wrong, I could easily get support. Apparently, I was completely wrong.

Decathlon’s customer service is an absolute disgrace. Selling a defective bike and then refusing to take responsibility is unacceptable. I paid for a functioning bicycle, not a month of frustration and excuses.

I will never buy anything from Decathlon again, and I will share this experience wherever I can to warn other customers.

My advice: think twice before buying anything from Decathlon’s marketplace.

I own an indoor exercise bike purchased from Decathlon, which I wanted to sell. I discovered that Decathlon offers a buyback service, so I followed the instructions on its website and booked an appointment for Saturday, 3 October 2026, at Decathlon Rotterdam BigShop to hand over the bike.

When I arrived, I discovered that the Decathlon store at BigShop had never existed in the first place. I went to the nearest Decathlon store in Rotterdam, where the staff confirmed that they could not accept the bike, but also confirmed that I was right: there had never been a Decathlon store at BigShop.

The shop assistant then booked me an appointment at another location where I could supposedly leave the bike: Utrecht.

My appointment was scheduled for today, 10 October 2026. However, just one hour before the appointment, I received a phone call from Decathlon Utrecht informing me that they could not accept the bike due to space and time constraints.

The caller tried to arrange an appointment at another location, only to eventually tell me that Decathlon cannot buy back this type of indoor exercise bike.

So why does the website offer this service and allow customers to book appointments if the company cannot actually provide it?

I have wasted time travelling to different locations and arranging appointments, all because of misleading information on Decathlon's website. Advertising a service at a store that has never existed, and then discovering that the item is not eligible for buyback anyway, is unacceptable customer service and a complete waste of my time.

I better had consulted this site before, because things appear to be in a bad way for Decathlon.
I bought via Declathon a pair of Therm-IC Ultra Heat Boost Light
gloves, rather expensive. So you will expect quality, but the charger doesn't work properly. They refuse to send a new charger, and respond no more to questions. Very poor for such a high price

Come with a no waste solution, instead of sending back and forward the gloves, do send me only a charger, the gloves do Work allright.

Extremely disappointing customer service.

I ordered a bar and a kettlebell from Decathlon. The bar arrived, but the kettlebell never did. Despite this, my order is marked as “completed” in my account, with no indication of a separate shipment and no tracking information for the missing item.

I contacted Decathlon on 19 August. It took them 7 days to reply. They told me that heavier items are often shipped separately and asked whether the kettlebell had arrived in the meantime.

I replied 9 minutes later confirming that it had not arrived and asking them to check where it was and provide the tracking information.

They then stopped responding.

It is now 8 September. Almost three weeks after I first reported the problem, I still have no kettlebell, no tracking information, no refund, and no explanation.

Delivery problems happen. What I find unacceptable is having to repeatedly chase a company the size of Decathlon just to get someone to take responsibility for an item that I paid for and never received.

How difficult should it be to check whether an item was actually shipped and either deliver it or refund the customer?

I expected significantly better customer service from Decathlon.

Ordered an item via Decathlon.nl. then I went on holiday completely forgot about it. a month later I contacted the CS, they said the item is delivered (which I checked everywhere around the house, didnt see it). The CS said it is a month ago and the investigation period is gone. but im like, yes then what about the money I paid? I never received the item. they replied to me, there is nothing they can do, have a nice day.

I lost money by buying stuff from them and they are not helpful at all. This is a scam CS team tbh

They have 1.5 stars for a reason! Horrible customer service and experience. I made an order which was promised to be delivered on August 24, 2026. Because the delivery is heavy, I am required to be at home to receive the order. Safe to say that it's August 31, 2026 and I have not received my order yet. I have had to sit at home for 4 separate days because they assure you it'll be delivered as an antic to get you off the support call. Buy from other sports stores or go to the physical stores. Never buy anything online from Decathlon as they're the worst.

I have ordered one World Cup football one and half month ago during wold I didn’t receive the ball and they have not yet send my money back they are all thieves sitting in online Shoping my advice to please not buy online I called them several times but no response

They shipped my order to the wrong place by mistake and are unwilling to resolve it.

Context: I've made an order with the help of a colleague in the Bijlmer store. We went through the order steps and updated my shipping details from an old address, double checking everything. I thought everything went well and paid for the order. However, their system didn't process the change in time (I assume) and Decathlon shipped my order to the wrong place. The order is lost and they are unwilling to re-ship, refund or help in any way receiving the order I paid for. Way to lose a customer

​I am writing this to highlight an appalling experience with both warranty handling and customer service at the Decathlon Coolsingel location in Rotterdam.
​I brought in an item that should have been covered under warranty, only for the store staff to arbitrarily deny the claim. Rather than handling the situation professionally or explaining their stance with basic courtesy, the staff treated me with extreme hostility, condescension, and utter disrespect simply for standing up for my rights as a customer.
​When I tried to escalate this unfair warranty denial and the unacceptable behavior of the store staff to Decathlon’s formal customer support, I was met with generic, automated rejections that completely brushed off the incident.
​Refusing to honor legitimate warranty obligations is bad enough, but treating customers like filth when they raise a valid issue is unacceptable. I expect store leadership at Decathlon Coolsingel or regional management to address both this warranty refusal and the conduct of the staff involved.

Apparently they work with external partners now, and I suspect many of them are just dropshipping crap quality products. Basically amazon type of nonsense..
I ordered 3 products which all turned out to be partner deliveries, but later noticed 2 of them where basically available at a lower price somewhere else. Requested to return those 2 items, but you need to deal with a separate partner and set up for each product.. First one went without issues, return label got mailed to me the next day. Supplier of the second product contacted me through Decathlon support about my reasons for returning, or if there was something wrong with the item. They wanted to offer a discount or whatever. I said I just changed my mind, since I already gave a reason on the store, and I actually don't really have to give a reason for returning something anyway. The partner would arrange a pick up. It had to go through Decathlon support again. Got an email on the 18th that it would be picked up on the 19th, no time frame given. So today, the 19th, we waited the whole day for a courier. Apparently this courier was just at the door, but when my wife opened it 15 seconds later they were already gone?!? Who runs a business like that?? I now have to chase them again to get this product picked up and it's costing me way more effort than it should. The third product I actually wanted to keep, but when unpacking it I noticed that part of the foot that needs to hold another part was bent. I tried assembling it to see how much of an issue it was. It causes the entire bench to wobble. Not something you want when you're trying to do a heavy exercise. This product will have to be returned as well. So lot of problems and overall very unhappy with Decathlon. The sad part is that I had a good experience with them a couple of years ago, so I wasn't expecting this. Will not be buying from them again, at least not while they maintain the whole setup with partners.

I ordered a dumbbell set online at the first week of May. I got a mail saying it is on its way but never delivered during 2 weeks. I cancelled the order as it is not delivered and no status update. However, they are not refunding my money. They say we will check and get back to you in 5 business day but they never do it until I ping them again. Then they ask me to print some documents and fill it and send them back just to prove I never got it. Then same scenario, never they get back until I ping. Since 2 weeks they keep saying they are talking to partner and not refunding my money since a month. They hold MY OWN MONEY since 50 days for a product that I NEVER got!!!!

Stay away from them. This is the worst experience I had in the NL for an online delivery. Soooo far away from the NL standards.

Bought LOMER BIO NATURALE walking shoes online. This is probably my 12th pair Lomer. Always received an extra pair of flat laces in a contrasting colour. At the same time ordered another colour from another company. Received them with the usual extra pair of laces. Bad service.

Fast, cheap, good quality. Lot's of big locations in the Netherlands. But sometimes the waiting is to long for pick up at locations.

Edit: I changed from 1 to 4 stars because Deathlon staff was really involved and solved the issue created by their partner. The 1 star initially was due to a 1 month delay in processing a retour by their partner in Germany. Original review: Buying online and from the store from them are 2 different things. I would never ever again order anything online from decathlon. I am waiting for 1 month now for a return label . Every time you write to them an email you receive autoreplies that messaage was sent to their partner. Nonsense solution from partner was that I wait at home a courier to pick up the package. I replied that I will bring it myself to a post office and the reply was: "package was delivered to you on 29 april, what else do you need from us?". THe retour label!!! And a logical flow of messages.

One of the items I've bought from Decathlon was delivered incomplete. "Shit happens". But to be needed to wait 3-4 days for a response because "we are receiving a lot of requests currently" is unacceptable! I've bought that item (fishing related gear) to use it now, not next week, not after you will make time for me!
I will definitely stop buying from Decathlon and search other options that may are more expensive, but have a better customer support.

We bought a Zipro walking pad at a premium price that was faulty from the get go: turning on and off and changing speed by itself and SHOCKING us on the rail where the panel is connected. It was an unusable, unsafe piece of garbage so we asked for a refund and sent it back.
They didn't even inform us about sending t back to us without a refund and told us it was fixed. Of course it wasn't and the peoduct was damaged in transit to us. It kept shocking us and turning on by itself. So we sent it back using the same packaginf they sent to us and naturally the product got damaged again on the way. They are now saying they won't refund us. What a shameful worthless customer service and company.

It gets even worse: they don't let you write a review on your purchases. They have a selection of reviews on the site but there is no field/button to actually write a review. Absolute scam.

NEVER again buying electronics from Decatlon and never again touching that Zipro brand. Buy it if you enjoy getting electricuted while getting your steps in

I strongly advise against ordering a bike from Decathlon if you actually need it by a specific date. I ordered a Rockrider EXPL 100 (Order: NL5H66KC2CNQ) for pickup at the Eindhoven store, specifically scheduled for assembly and collection on May 1st.

​Here is why I’m giving 1 star:
​-Zero Proactive Communication: The collection date passed with no update. I had to chase them myself just to find out my bike wasn't ready.
​
-Hidden Lead Times: Despite the "confirmed" date, I was told via chat that they need an additional 4+ days for assembly. Their website dates are clearly misleading.

-​Unprofessional Support: When I reached out, the staff was dismissive and showed zero accountability for the delay or the impact on my plans, simply saying, " you just have to wait 4 more days".
​
-Financial & Personal Inconvenience: I planned my entire weekend around this purchase and prepared to for it. Because of this lack of transparency, I’ve lost money and time.

​Message to other customers: Do not trust the "Ready for pickup" date provided at checkout. They will miss the deadline without telling you, and the customer service team will treat the delay as if it’s your problem, not theirs. I am now looking at competitors for my accessories and potentially a refund if this isn't resolved immediately.

​Total lack of respect for the customer’s time.

You can see how much they care about the costumers, they are not even answering to the reviews here for the last 2 weeks.

Decathlon Rotterdam Coolsingel. Met a staff employee Jermaine. Absolutely amazing guy, energetic helpfull and patient. Would absolutely love to see him again. Anazing guy!