Decathlon App Took My Money, Canceled The Order,and Offers No Solution
On May 28, 2024, I placed an order for a product worth a total of 2700₺ through the Decathlon mobile application with the order number tr2678468837. However, hours later (maybe even a day later because I checked the application the next day), the order appeared in the "My Purchases" section. Up to this point, I thought, better late than never. But then I saw that my order had been canceled. There was no notification, no message, email, or phone call, and when I called to ask why, customer service said the payment appeared unsuccessful. This purchase was divided into 6 installments on my card, and I will pay the first installment this month, but I couldn’t explain this to the customer representatives at Decathlon. They can only see the warning that the payment was not received on their screens and told me to contact the bank. I spoke with the bank (İş Bankası), and they confirmed that the payment had been processed and even offered to provide the payment reference number and digital slip. I got the reference number, but the customer representatives at Decathlon said they don’t have the authority to check it. They said they can only see what appears on their screens and didn’t even transfer me to a different department. Is your application flawless? There are dozens of complaints, hundreds of negative reviews, and isn’t there a manager or responsible person at Decathlon who says, "Hey guys, we’re getting all these complaints, test this mobile application, check the payment section and finance department"? In short, the customer is suffering, the bank proves the payment with reference codes and slips, but when Decathlon says no, they expect everything to be no.
Hello Mr. Kadir, First of all, thank you for sharing your experience with us. We have taken the issue you mentioned under review. We will get in touch with you via phone or email as soon as possible. Thank you for your understanding during this process, We wish you healthy and sport-filled days!
I've been dealing with this for about a week now, and you're just directing me to the bank, telling me to resolve the issue with them because you can't check the reference code. Isn't there anyone responsible in the finance department? Isn't there at least someone authorized to check these bank reference codes? Is this a state secret? While the bank provides a reference number and proves that the payment was made, you just give standard responses and expect the customer to deal with their own problem. I will delete your app and won't recommend it to anyone. I've been shopping online for years and actively use all the apps, but this is the first time I've seen such an amateur app and system.
Hello Mr. Kadir, You have been informed via email. Thank you for your understanding, We wish you healthy and active days!
You sent an email saying that the order was canceled because the payment could not be received and to place a new order. However, the bank charged the second installment to my credit card; I wish your finance department, software team, or bank protocol unit had tried to find a solution for this. Would anyone place a second order with you? Are you kidding me? As a customer, my only fault was placing an order through your application. I wish I had ordered through more reliable applications like Trendyol, N11, or Hepsiburada.
