AO
Anton O
1 reviews | Active since Mar 2009
20 Feb 2025, 14:25
Poor customer service
It started with an online order. Their 'click and collect' function did not work as expected (order and collect at a branch of your choosing). Instead, you could only collect at a branch that has stock. In my case, the order was divided into 3 orders, each to be collected in a different city. When I questioned this with the branch I got no response. I then contacted HQ and they confirmed that this is the way it works because moving stock has a financial impact. After an exchange lasting 2 days, they offered to do me a favour and send everything to one branch. After I placed the order and sent the order number they did not respond so I requested a refund. Been longer than a week and I still do not have my money. When I raised these issues on their social media and advised people to be careful when using their online service they deleted my posts and blocked me. I would never recommend them due to highly ********* business practices and abysmal customer service.
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Replies (2)
Decathlon South Africa's replyOfficial
20 Feb 2025, 14:28Thank you for reaching out to us and sharing your feedback. I genuinely appreciate your long-standing support of Decathlon, and we sincerely apologize for the frustration you’ve experienced with both our Click & Collect service and Pargo delivery options.
Regarding the Click & Collect experience, we are fully aware of the challenges you've described with selecting a nearby store. we understand that it’s not convenient to select stores that are outside your area. Iwewant to assure you that the cross-store Click & Collect option is something we are actively working on. This feature is currently in development, and we are awaiting the completion of some technical updates to make this available. This will allow customers to choose any store for pickup, and we’ll ensure the products are transferred accordingly, even if the initial store doesn’t have everything in stock. For now, the click & collect option we have on the website functionally is meant to offer collection within 2 hours, this is the reason why your nearest store (which didn't have the stock) was unavailable.
Regarding the Pargo delivery issue, we’re aware of the missing locations in the Pargo lookup on our website. This is another area we’re working on resolving, as some locations, like the one you mentioned, are not displaying as they should. We’re actively collaborating with Pargo to update the system, ensuring more accurate delivery options. We apologize for the oversight and appreciate your patience as we make these improvements.
We completely understand your disappointment, especially as someone who values both the convenience and customer service that Decathlon strives to offer. Please know that we are improving our systems and processes to better serve you and others customers. While we can’t offer an immediate technical fix, we’re committed to resolving these issues as quickly as possible.
Regarding the Click & Collect experience, we are fully aware of the challenges you've described with selecting a nearby store. we understand that it’s not convenient to select stores that are outside your area. Iwewant to assure you that the cross-store Click & Collect option is something we are actively working on. This feature is currently in development, and we are awaiting the completion of some technical updates to make this available. This will allow customers to choose any store for pickup, and we’ll ensure the products are transferred accordingly, even if the initial store doesn’t have everything in stock. For now, the click & collect option we have on the website functionally is meant to offer collection within 2 hours, this is the reason why your nearest store (which didn't have the stock) was unavailable.
Regarding the Pargo delivery issue, we’re aware of the missing locations in the Pargo lookup on our website. This is another area we’re working on resolving, as some locations, like the one you mentioned, are not displaying as they should. We’re actively collaborating with Pargo to update the system, ensuring more accurate delivery options. We apologize for the oversight and appreciate your patience as we make these improvements.
We completely understand your disappointment, especially as someone who values both the convenience and customer service that Decathlon strives to offer. Please know that we are improving our systems and processes to better serve you and others customers. While we can’t offer an immediate technical fix, we’re committed to resolving these issues as quickly as possible.
Decathlon South Africa's reply20 Feb 2025, 14:28
Official
Thank you for reaching out to us and sharing your feedback. I genuinely appreciate your long-standing support of Decathlon, and we sincerely apologize for the frustration you’ve experienced with both our Click & Collect service and Pargo delivery options.
Regarding the Click & Collect experience, we are fully aware of the challenges you've described with selecting a nearby store. we understand that it’s not convenient to select stores that are outside your area. Iwewant to assure you that the cross-store Click & Collect option is something we are actively working on. This feature is currently in development, and we are awaiting the completion of some technical updates to make this available. This will allow customers to choose any store for pickup, and we’ll ensure the products are transferred accordingly, even if the initial store doesn’t have everything in stock. For now, the click & collect option we have on the website functionally is meant to offer collection within 2 hours, this is the reason why your nearest store (which didn't have the stock) was unavailable.
Regarding the Pargo delivery issue, we’re aware of the missing locations in the Pargo lookup on our website. This is another area we’re working on resolving, as some locations, like the one you mentioned, are not displaying as they should. We’re actively collaborating with Pargo to update the system, ensuring more accurate delivery options. We apologize for the oversight and appreciate your patience as we make these improvements.
We completely understand your disappointment, especially as someone who values both the convenience and customer service that Decathlon strives to offer. Please know that we are improving our systems and processes to better serve you and others customers. While we can’t offer an immediate technical fix, we’re committed to resolving these issues as quickly as possible.
Regarding the Click & Collect experience, we are fully aware of the challenges you've described with selecting a nearby store. we understand that it’s not convenient to select stores that are outside your area. Iwewant to assure you that the cross-store Click & Collect option is something we are actively working on. This feature is currently in development, and we are awaiting the completion of some technical updates to make this available. This will allow customers to choose any store for pickup, and we’ll ensure the products are transferred accordingly, even if the initial store doesn’t have everything in stock. For now, the click & collect option we have on the website functionally is meant to offer collection within 2 hours, this is the reason why your nearest store (which didn't have the stock) was unavailable.
Regarding the Pargo delivery issue, we’re aware of the missing locations in the Pargo lookup on our website. This is another area we’re working on resolving, as some locations, like the one you mentioned, are not displaying as they should. We’re actively collaborating with Pargo to update the system, ensuring more accurate delivery options. We apologize for the oversight and appreciate your patience as we make these improvements.
We completely understand your disappointment, especially as someone who values both the convenience and customer service that Decathlon strives to offer. Please know that we are improving our systems and processes to better serve you and others customers. While we can’t offer an immediate technical fix, we’re committed to resolving these issues as quickly as possible.
AO
Anton O's updateReviewer Update
20 Feb 2025, 14:48Yip offering a 2-hour delivery with a 4-hour drive makes perfect sense. Way to add value!
Like I explained before - if you are aware of functionality that does not add ANY value then remove it until you are prepared to fix it. The fact that you believe that deleting posts is a good way to solve your issue is the reason I do not accept any apologies since it shows your ethics. If you could you would have deleted this review, which, like the posts are all factual.
Like I explained before - if you are aware of functionality that does not add ANY value then remove it until you are prepared to fix it. The fact that you believe that deleting posts is a good way to solve your issue is the reason I do not accept any apologies since it shows your ethics. If you could you would have deleted this review, which, like the posts are all factual.
AO
Anton O's update20 Feb 2025, 14:48
Reviewer Update
Yip offering a 2-hour delivery with a 4-hour drive makes perfect sense. Way to add value!
Like I explained before - if you are aware of functionality that does not add ANY value then remove it until you are prepared to fix it. The fact that you believe that deleting posts is a good way to solve your issue is the reason I do not accept any apologies since it shows your ethics. If you could you would have deleted this review, which, like the posts are all factual.
Like I explained before - if you are aware of functionality that does not add ANY value then remove it until you are prepared to fix it. The fact that you believe that deleting posts is a good way to solve your issue is the reason I do not accept any apologies since it shows your ethics. If you could you would have deleted this review, which, like the posts are all factual.