Absolutely the worst experience I've…
Absolutely the worst experience I've ever had doing business with Stateside and Decathlon. I ordered a product from the Decathlon website, but due to what appears to be a coding error on both sides, I received the wrong item. Stateside instructed me to return it, but the only support they provided was sending me a return label via email. Of course, Decathlon completely disappeared from providing any help.
This means I now have to find my own packaging, pay for an envelope, print the label myself, and then take the package to a post office to mail it. As someone with a busy schedule, this completely defeats the purpose of shopping online for convenience.
Their customer service was utterly unfriendly and basically told me that if I want a refund, I need to sort everything out myself. Where I come from, if a company makes a mistake, they take responsibility by providing proper return packaging with a prepaid label – making the process simple for the customer. It's Decathlon and Stateside's mistake.
Overall, this has been an extremely frustrating experience, and unfortunately, the same applies to Decathlon as well.
Reply from Stateside
Thank you for taking the time to share your experience. We sincerely regret the situation and fully understand how frustrating it can be to receive an incorrect product, especially when you expect the convenience of online shopping.
We would like to explain that the Decathlon platform is responsible for creating and managing product listings, and in this case the error occurred due to an incorrect association of our product with another listing.
As you mentioned, Decathlon does not directly intervene in the subsequent management, but even so, from our side we aimed to provide a solution as quickly as possible by offering you the option to return the item.
To make the process easier, we covered the cost of the return label, including the shipping expenses. Regarding the need to find packaging, print the label, and drop off the parcel, we understand that this can be inconvenient, especially with a busy schedule. However, this is the standard procedure for most online stores, so it is not something exclusive to our shop but rather the usual returns process.
For domestic shipments, we can normally arrange a home pickup for greater convenience, but unfortunately this option is not available for international orders. Even so, we have tried to offer all possible assistance within our capabilities, providing clear instructions and the necessary return label.
We truly regret that this experience did not meet your expectations or the level of convenience you were looking for when shopping online. We remain at your disposal for any further assistance and hope to provide you with a better experience in the future.