Decathlon South Africa
Claimed Business
Decathlon South Africa
Claimed Business
12 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Decathlon South Africa delivers a sharply divided customer experience. In-store visits, particularly at the Bryanston and Roodepoort branches, consistently earn praise for friendly, knowledgeable and helpful staff. However, the online shopping experience draws significant criticism, with recurring complaints about order cancellations without notification, inaccurate delivery tracking, unresponsive customer service channels, and unexplained billing discrepancies. When online support does engage, resolution is often slow and requires persistent follow-up from the customer.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
63h 18mReply Time
-100 NPSUnlikely
Replied to 71% of negative reviews
Reply time on negative reviews: 75 hours 15 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
63h 18m
NPS Score
-100
Recommended: Unlikely
Replied to 71% of negative reviews
Reply time on negative reviews: 75 hours 15 min
Review Distribution
2.7|12 Reviews
Jun '25 - May '26
5(40%)
4(0%)
3(0%)
2(0%)
1(60%)
5(40%)
4(0%)
3(0%)
2(0%)
1(60%)
Frequently Asked Questions About Decathlon South Africa
Based on recent customer reviews, Decathlon South Africa delivers a sharply divided customer experience. In-store visits, particularly at the Bryanston and Roodepoort branches, consistently earn praise for friendly, knowledgeable and helpful staff. However, the online shopping experience draws significant criticism, with recurring complaints about order cancellations without notification, inaccurate delivery tracking, unresponsive customer service channels, and unexplained billing discrepancies. When online support does engage, resolution is often slow and requires persistent follow-up from the customer.
Decathlon South Africa has a TrustIndex of 0 out of 10 on Hellopeter, based on 12 reviews in the last 12 months. They reply to 71% of negative reviews, typically within 75 hours 15 min. Hellopeter has tracked Decathlon South Africa across 129 total reviews. How is the TrustIndex calculated? →
Recent reviews (12)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceSD
Shera D
1 reviews | Active since Jan 2020
25 Feb 2026, 11:10
Delivery success
World class online ordering system, process and most importantly team. I placed an order for urgent delivery and it arrived across the country in under 24 hours. Their delivery team kept me up to date and provided professional, quick service. Well done and thank you!
Helpful (0)
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Shera D
1 reviews | Active since Jan 2020
25 Feb 2026, 11:10
Delivery success
World class online ordering system, process and most importantly team. I placed an order for urgent delivery and it arrived across the country in under 24 hours. Their delivery team kept me up to date and provided professional, quick service. Well done and thank you!
0
Replies (0)TM
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Adam D
1 reviews | Active since Jan 2020
29 Jan 2026, 06:44
depressing failure in systems and customer service
Absolutely horrid app, customer service and experience. Made a purchase off the app, card debited, tracking email sent then an hour later the purchase was cancelled. No explanation, no email and no correspondence of any kind. Fortunately I went on their app to make another purchase (from which I abstained) there saw that my order had been summarily cancelled. Their customer service email goes unanswered and any attempt to reach them by phone ends in being hung up on after 5 minutes. Awful🤬 Left numerous emails and callback requests. Finally got a callback. I was then told that the item I bought was not in stock at the 'location' I had selected and that whilst the app said my delivery had been cancelled what actually was occurring was that they were checking their other locations and would thereafter revert either to then send it to me or to ask if I wanted some sort of swop. I had ordered from their online warehouse not from any of their physical locations. Seems to me they have no idea what is in their warehouse but don't care. They've happily taken my money to hold in probably a interest bearing account for the full extent of their returns period (14 business days). I can only wonder what would be happening if I had not rechecked the app as per email my product is up for delivery, tracking number to be sent. Further, I was told I would receive an update by close of business and I still have not been contacted. Guess it's on me to drive this wonky and shoddy process. This was a sorry and terrible customer experience. As noted in other reviews I regret to not taking more time to research the experiences of others instead of trusting that a large business such as this would be able to know whether the products they have up for sale are actually available.
Helpful (0)
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Adam D
1 reviews | Active since Jan 2020
29 Jan 2026, 06:44
depressing failure in systems and customer service
Absolutely horrid app, customer service and experience. Made a purchase off the app, card debited, tracking email sent then an hour later the purchase was cancelled. No explanation, no email and no correspondence of any kind. Fortunately I went on their app to make another purchase (from which I abstained) there saw that my order had been summarily cancelled. Their customer service email goes unanswered and any attempt to reach them by phone ends in being hung up on after 5 minutes. Awful🤬 Left numerous emails and callback requests. Finally got a callback. I was then told that the item I bought was not in stock at the 'location' I had selected and that whilst the app said my delivery had been cancelled what actually was occurring was that they were checking their other locations and would thereafter revert either to then send it to me or to ask if I wanted some sort of swop. I had ordered from their online warehouse not from any of their physical locations. Seems to me they have no idea what is in their warehouse but don't care. They've happily taken my money to hold in probably a interest bearing account for the full extent of their returns period (14 business days). I can only wonder what would be happening if I had not rechecked the app as per email my product is up for delivery, tracking number to be sent. Further, I was told I would receive an update by close of business and I still have not been contacted. Guess it's on me to drive this wonky and shoddy process. This was a sorry and terrible customer experience. As noted in other reviews I regret to not taking more time to research the experiences of others instead of trusting that a large business such as this would be able to know whether the products they have up for sale are actually available.
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Replies (0)JL
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Linda M
1 reviews | Active since Jan 2020
21 Dec 2025, 11:38
Check your tillslip before you leave the store.
I checked my tillslip, and found an additional R999.00 added for a pair of shoes that I did not buy. There were no shoes on the counter, and the whole experience left me feeling that something irregular was at play. The Teamleader reversed the charge and told me the amount would eflect in my account in 7 days. The excuse provided is that this sometime happens with the system. I found this entire experience bazaar, and needless to say, Decathlon will not see my business again.
Helpful (0)
|Replies (0)LM
Linda M
1 reviews | Active since Jan 2020
21 Dec 2025, 11:38
Check your tillslip before you leave the store.
I checked my tillslip, and found an additional R999.00 added for a pair of shoes that I did not buy. There were no shoes on the counter, and the whole experience left me feeling that something irregular was at play. The Teamleader reversed the charge and told me the amount would eflect in my account in 7 days. The excuse provided is that this sometime happens with the system. I found this entire experience bazaar, and needless to say, Decathlon will not see my business again.
0
Replies (0)CH
Caroline H
1 reviews | Active since Jan 2020
3 Oct 2025, 10:05
Online and Byranston, hats off for great customer service!
I have ordered (and returned) items online and at Decathlon Bryanston. The online experience has been faultless. The instore experience has been a pleasure! The Bryanston staff are friendly, knowledgeable and helpful. Their products are good.
Helpful (0)
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Caroline H
1 reviews | Active since Jan 2020
3 Oct 2025, 10:05
Online and Byranston, hats off for great customer service!
I have ordered (and returned) items online and at Decathlon Bryanston. The online experience has been faultless. The instore experience has been a pleasure! The Bryanston staff are friendly, knowledgeable and helpful. Their products are good.
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Replies (0)JG
Jon G
1 reviews | Active since Jan 2020
11 Sept 2025, 06:15
Decathlon South Africa is awful
This company is frustrating to order from. Their software alters the address you enter from the town you are in to the nearest large city. Meaning your parcel does not arrive. I have ordered twice this year and on both occasions their system auto updates my address to different town completely. Why is it doing this? Also your complaints help line is ment to be available from 8am and it is 8:10am and it is still unavailable. What this company needs is whoever is running the South African franchise to be fired. It has been years and whoever this trollop is he/she needs to step aside and allow a person with brains to take over. The app is so full of bugs you want to cry too when using it. Despite many times complaining and changing the address, the fking address is STILL wrong and it won't let me fix it. I want a massive discount on my next order and a public apology AND maybe sort my delivery out as it is late again. Avoid this company if you want to retain your sanity! Awful
Helpful (0)
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Jon G
1 reviews | Active since Jan 2020
11 Sept 2025, 06:15
Decathlon South Africa is awful
This company is frustrating to order from. Their software alters the address you enter from the town you are in to the nearest large city. Meaning your parcel does not arrive. I have ordered twice this year and on both occasions their system auto updates my address to different town completely. Why is it doing this? Also your complaints help line is ment to be available from 8am and it is 8:10am and it is still unavailable. What this company needs is whoever is running the South African franchise to be fired. It has been years and whoever this trollop is he/she needs to step aside and allow a person with brains to take over. The app is so full of bugs you want to cry too when using it. Despite many times complaining and changing the address, the fking address is STILL wrong and it won't let me fix it. I want a massive discount on my next order and a public apology AND maybe sort my delivery out as it is late again. Avoid this company if you want to retain your sanity! Awful
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Replies (0)sM
sizakele M
1 reviews | Active since Jan 2020
6 Sept 2025, 06:22
Unhappy customer
I bought a pair of sneakers for my son online on Thursday 4th of September , paid in full and opted for the click and collect option from the Centurion store. My order was going to be ready for pick up yesterday 5th of September, to my surprise my order has been cancelled without any communication whatsoever. This is very disappointing, what kind of business does that😡. I wish I had checked the reviews prior to buying from their online store.
Helpful (0)
|Replies (0)sM
sizakele M
1 reviews | Active since Jan 2020
6 Sept 2025, 06:22
Unhappy customer
I bought a pair of sneakers for my son online on Thursday 4th of September , paid in full and opted for the click and collect option from the Centurion store. My order was going to be ready for pick up yesterday 5th of September, to my surprise my order has been cancelled without any communication whatsoever. This is very disappointing, what kind of business does that😡. I wish I had checked the reviews prior to buying from their online store.
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Replies (0)