Decathlon Delivered My Purchased Items in Used Condition
I had an unfortunate experience with Decathlon, where I spent 6-7 thousand liras on sports equipment within 2 weeks. The late delivery was tolerable, but the real issue arose when I found that some of the products, including fitness mats, pilates balls, and pilates rings, arrived with clear defects. These items were not cheap; in fact, they were considerably expensive compared to market prices. I chose Decathlon, assuming they had a certain quality standard and a hassle-free return or exchange policy. They provided seemingly transparent information about their products on their website, which influenced my decision as well. When the three big packages arrived, I was shocked to see most of the bigger items were damaged. The mats were carelessly packed in undersized boxes, leading to crushed and torn edges. Even the softer items arrived deformed without proper protective packaging. It's appalling how such a big company would cut corners on packaging or perhaps try to save on shipping costs. This is nothing but blatant disrespect towards customers. If I had received defective items, I might as well have bought second-hand ones. I returned all the faulty items for an exchange, but the ordeal wasted my time and energy. Today, I made another purchase of tennis equipment, only to find the items scratched and deformed with no protective packaging yet again. I'm returning them too. To top it off, when I tried to contact their WhatsApp number (+90 850 532 33 22), they rudely responded with "This business can't chat with phone numbers with your country code," despite them previously directing me to that number. They are playing games and showing a complete lack of professionalism.
Hello Mr. Timucin, First of all, we would like to express our regret for the negative experience you had with our online store. Your complaint regarding the matter has been forwarded to the warehouse operations unit. We will share the information we receive with you as soon as possible. Thank you for your understanding during this process, We wish you healthy and active days!
Here is the translated text from Turkish to English: --- Another issue; today when I spoke with the customer service via WhatsApp, I was informed that my return/exchange requests were not visible and I was asked to create a new request. I created the request again, but it still was not visible on the site. The customer service representative said, "Yes, due to price changes, exchange requests are not being opened systemically. So, there is no visible return or exchange request. I have informed the warehouse operations about the issue. I will contact you once I receive feedback." Previously, I had created a return request for all these 8 products. The request was created without any issues and it was visible in my account on your site. Later, after my phone conversation with customer service and being told that the error would be corrected, your customer service representative canceled the return requests, saying, "Create a new exchange request for these products collectively." At that time, I had created them individually, and they said it would be a problem. So, I created them collectively. After that, I think it didn't get created again. Anyway, as I mentioned, I packaged and shipped the products. I also included the invoices and wrote down what would be exchanged or returned inside the boxes.
Hello Mr. Timuçin, You have been informed via email. We would like you to know that we would be happy to see you in our stores again. Thank you for your understanding, We wish you healthy and sporty days!
