Ordered a Dining Table/Pool table…
Ordered a Dining Table/Pool table online on 18th November worth €389 with €49.99 delivery - bulk delivery so requires Vanex Logistics who it seems are incapable of providing any online tracking information - that should have been the red flag but I really wanted the item. Was showing delivery date of 9th Dec online which is 15 working days - is this item coming from the Moon?!??
I contacted customer "service" on 7th when I didnt have any notification on delivery, tracking number etc. to see whether delivery would be taking place on the 9th and was told there is a delay because of logistics but they are actively tracking my order BUT unable to give me a tracking number or delivery date - its ok though, the delivery partners are prioritising deliveries ... eh ... HOW? Responded again on 9th December asking for any idea of delivery date ... nothing .. no response ... Steer Well clear of this company they are awful!!
I've now been told that delivery will be on "either the 15th or 16th of Dec" and the delivery company (Vanex) will contact me on the day with a time - Logistically, this means someone staying home for 2 days on the off chance that the item is delivered - this is lunacy!!!
I have emailed the CEO of Decathlon, CEO of Decathlon UK & Ireland and every customer service email address available to try to get the most BASIC of information ... when will the product that I paid money for be delivered?!??!?!?! I also linked them to their Trustpilot pages - the number of customers with issues makes it clear this isnt "over-reacting" customers due to the time of year - this is sustained customer complaints for over a year.
As before, unless delivery does happen on EITHER of those 2 dates as I have taken time off work to be home, I'm considering this theft and doing a chargeback on payment!
An update ... you should strap in cause this is gonna be good!!!
Delivery didnt happen on 15th Dec despite someone being home. Delivery didnt happen on 16th Decmber despite someone being home. On afternoon of16th December I received an email saying that delivery would happen on 17th Dec between 10.30am and 12.30pm.
I got up this morning to 2 emails from Vanex Logistics ...
Email 1: 7:13am stated that delivery would be around 10.42am
Email 2: 7:23am delivery has failed at 7:16am ... no reason why ... just failed
Remarkably - I received a link to a tracker for my delivery from Vanex which told me my delivery was status "undelivered" due to being unavailable.
Apoplectic with anger I emailed Vanex and multiple Decathlon people asking what the hell has happened, no one showed up at 7:16am, I have proof of my Ring Camera.
I received an email from Vanex saying that delivery failed because of a "loading error" and that they were organizing their "run" for next week and would be in contact with a new delivery date!!
I do not believe there is a "loading error" ... I do believe that Decathlon have used the cheapest company they can find to do deliveries, that limit insurance costs for bulk items and that there was only 1 person at the Van to load my item and he wasnt able to do so himself so 10 minutes after getting the route confirmed he marked it as undeliverable.
I cannot tell you how much you should stay away from this company and its awful delivery service! Please do yourself a massive favour and buy from a reputable retailer as this lot do not operate in good faith.
Next step is a full refund and small claims court for 3 days loss of earnings!
Further update - like others in reviews below, I gave up and organized a replacement from another company that was delivered within 3 days!!
I have been palmed off and given platitudes by Customer Service since I started engaging with them on 7th December.
They finally agreed to a refund on around 19th December but the comedy continued ...
Despite me confirming I wished a refund they tried to deliver on Monday 22nd when no-one was home!!! I got NO notification on delivery until the morning of 22nd December.
These folks are an absolute joke!
Its now 7th January and I am still fighting for a refund and compensation!!!