My 14-Day Nightmare With Decathlon

On September 29, 2026, I purchased a jacket from Decathlon and paid an additional 100 TRY for the 3‑hour express delivery service. Despite this, my order was not delivered within the promised timeframe and I was unable to receive proper support from customer service. At 3:30 PM on the same day, I contacted Decathlon via WhatsApp and did not receive any response for hours. At 6:34 PM, I finally received only an automated message stating that customer service hours had ended. I then spent approximately 15 minutes trying to reach a live customer representative, but was not able to connect with anyone. When I eventually received information, I was told that orders shipped directly from stores could be delivered as late as 8:00 PM. However, I specifically paid extra for a 3‑hour delivery service and, during checkout, I was never informed that my delivery could be delayed until 8:00 PM or that this time frame might not be honored. Due to this disappointing experience, I requested the cancellation of my order on September 30, 2026. The customer representative informed me that my cancellation request had been forwarded to the store and that the cancellation would be completed the same day, with my payment to be refunded within 2–7 business days. Today is October 13, 2026. It has been 14 days since my cancellation request, yet my order is still shown as “Out for Delivery” and no cancellation has been completed. I have not received any refund, despite the clear commitment that it would be processed within 2–7 business days. My Decathlon order number is tr4585725941. I find it unacceptable that a well‑established international company like Decathlon charges an extra fee for a specific delivery promise, fails to fulfill this promise, provides inaccessible customer service, and leaves a cancellation request unresolved for two weeks. I demand the immediate cancellation of my order and a full refund of the amount I paid, including the additional 100 TRY express delivery fee. I expect Decathlon to take responsibility for this situation and to resolve my problem without any further delay, so that I do not have to keep chasing a refund for an order that was never delivered.