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Just got an email advising 50% off kids bikes. Ordered a Original 500 Hybrid Kids Bike 20” for $149.50 (originally $299) for click and collect.
This weekend only.
50% off Kids Bikes from $44.50 + Delivery ($0 C&C) @ Decathlon
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@Johnny24: Yes but it was in stock when we ordered for click and collect and that is the point I am trying to make. It should have been removed from the store inventory once the online click and collect order was processed and not sold to someone in store. I do appreciate its been a hugely popular deal and the store staff inundated with the large volume of sales but then we should not end up with the short end of the stick.
@justlukin: Hey Justlukin,
I totally agree with you and again I'm really sorry for that awful experience. We will make sure that this feedback is passed on to the team and that we are better prepare next time.
Have you reached out to our customer service already? If not please do so, I'm sure we'll find a way to resolve this :)
@Johnny24: Like I mentioned before, just honor the price and fill it once stock becomes available again
@Johnny24: Where is the page for Rockrider ST 500 20 inch?
"Due to the popularity of this deal all of our 24" have sold out." - I know full well that the bike is popular and hence I woke up 7am in the morning to make the purchase. I paid in full and expect to collect when I get the collection email.
I appreciate that sometimes systems/humans can have errors, but why should I be the one to suffer from the mistakes? The cancellation email is so generous to give me a $10 voucher, knowing fully that I used a $20 welcome voucher for the purchase. I actually lost $10 in this transaction after the refund!
@world2160: Hey Justlukin & world2160.
Again we're really sorry for that experience with us. I'd recommend you get in touch with Decathlon Customer Service.
Tell them you were referred by Johnny. If you could provide them with your order number I'll get in touch with you Monday for a more appropriate solution to this.
I'm sure we will be able to figure something out :)
@Johnny24: Thanks Johnny24. I have already been in touch with customer service earlier today after I received the cancellation email. Looking forward to a positive outcome
@Johnny24: A big shout out to Decathlon and the rep @Johnny24 for making a sincere effort to fix the issue of cancelled online orders. The customer care staff were awesome and arranged for honoring the cancelled orders when the bikes were back in stock. Picked mine over the weekend from Auburn. Great customer service and super helpful staff
@justlukin: I can't say the same happend to me. As much as they have tried to fix the problem they really didn't do that for me and have really left a very sour taste and I have told them I am not a happy customer even though they refer to their customer support as 'Customer Happiness Team'.
@Johnny24: Thank you Johnny,
I have sent customer service an email. Hope to hear from you on Monday.
Decathlon you now have me scared my online click and collect order won't be fulfilled as well.
Went in bought one this afternoon in Auburn Store.
The kids bicycles are selling like hot cakes.
Free workshop assembly and testing.
Can also use the signup $20 coupon made the deal even better!@johnny24 unbelievable. My click and collect order was also cancelled. I purchased about 2am, well before stores were opened on Saturday. I find it really disappointing that online orders stock was not put aside Saturday morning instead of allowing everything to be taken from the shop floor. Why offer click and collect if you can't honour it. Should have marked it as a instore only promotion.
I'll be interested to see if they honour the delivery purchases. I wonder where the stock from those come from?
My understanding is that its from a warehouse so probably there's still some hope for your order
Fingers crossed that is the case.
Total waist of time and pathetic service from them. I ordered at start of sale and product was in-stock even the next day as well. Today i received the email that my click and collect order was cancelled. Seem they did not secure the online orders and sold items to in-store customers. unreliable company.
There is a general problem with click and collect. The promotion should not have been ordered as a click and collect when the processes were not in place to manage the floor stock against the online click and collect orders. Most of the bikes are back in stock today but the click and collect orders placed over the promotion period are being cancelled and bikes offered at full price. The rep here has been helpful so hoping Decathlon do the right thing and honor all accepted click and collect orders instead as we placed the orders in good faith assuming that these would be on par with in shop sales
Has anyone who got delivery had dispatched confirmed? I'm still waiting. Ordered Saturday afternoon.
Have received a grovelling apology email from Decathlon that they can't fulfil delivery stock either due to their incompetence as delivery stock is also from the floor. What a joke. Offered $25 voucher which is $5 more than sign up voucher of $20. What a joke.
How incompetent are their promotions team that they don't expect huge sales volume if they offer 50% off sale? When I was in the store last week, they probably had 5-10 bikes of the one I was interested in.
Got an email saying they cant fulfill the order for the bike, but happily sent me the $9 stand that was in the same order which will be useless without the bike.
What a terrible customer experience, will now have to waste my time returning the stand.
That is hilarious in a depressing way. How stupid can you be. These guys really are something special to send you a bike stand for a bike they can't fulfill.
They did a full refund thankfully, but the bike is still in stock on their website, says pick up only.
To anyone watching this post. Decathlon came through for me with the bike I wanted. They honoured the original deal including the $20 off sign up credit, however I had to pickup the bike instore at another store and there was quite a bit of email ping pong that occurred as they don't have a telephone number you can ring them on.
If you are happy to wait they should be able to eventually deliver on the bikes you originally bought.
So overall I'm happy I got the bike I wanted, just not so thrilled about the long process to get it. Next time I will just go instore if another sale like this comes up.
I hope decathlon learns from this and fixes up its backhouse processes during promotions in regards to stock sold online.
Had a good experience with Decathlon tonight. Click/Collected bike today from this deal. Took it home and noticed a deep scratch in the paint down to bear metal. Took it back within 1.5 hrs of collecting and they just had a new delivery today, so they were able to build me a new bike on the spot to swap with the original one. :)
A big shout out to Decathlon and the rep @Johnny24 for making a sincere effort to fix the issue of cancelled online orders. The customer care staff were awesome and arranged for honoring the cancelled orders when the bikes were back in stock. Picked mine over the weekend from Auburn. Great customer service and super helpful staff
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@justlukin: Hey @justlukin & @world2160,
Really sorry to hear about this. Due to the popularity of this deal all of our 24" have sold out.
Some 10",12", 16" & 20" are still available for delivery though