Anyone bought from Decathlon and had issues ?

bobgaf

My son bought a RC500 road bike from Decathlon. After a lengthy wait, it arrived last week. He went to put on the pedals and handlebar yesterday and one of the four screws to retain the handlebars does not travel into the hole easily as the hole has not been bored out properly. This can be seen by looking into the hole and any attempt to force it through will just damage the screw and leave it half-locked in position with the allen key slipping and the handlebars loose.
The Decathlon shop is closed, they don't answer the phone and refer you to the website. I already tried to contact them via the website about delivery and got no reply.
Has anyone managed to contact them during the current lockdown and got them to deal with faulty product issues ? If so, how was that achieved ?
What are his rights in this matter ?
Can he ask for a refund as the product is faulty ?
How are Decathlon to deal with normally in matters like this ?

Another issue for me is that I think the bike is too small for him. He's 6' 2" or 3" and even though the bike is an an XL size, it looks small to my untrained eye.
Is an XL RC500 too small for a male of 6' 2" ?
He never got to try the bike properly for size due to the handlebar issue, so he haven't tried to adjust the saddle etc.

Any advice appreciated.

nilhg

The issue with the handlebars, while frustrating and something that shouldn't have passed quality control is an easy and quick fix, they'll just swap out the stem.

Just having had a quick look at the geometry chart for the bike the sizing looks OK, and if needs be the shop should be able to sort him with a longer stem if needed, but his size is well inside the suggested range of 188-200cm.

These Covid times are making things awkward for all of us, retail outlets especially I'm sure Decathlon will sort you out.

KevRossi

one of the four screws to retain the handlebars does not travel into the hole easily as the hole has not been bored out properly.

You could bring it back, or get a turner to bore a new thread out for you.

What are his rights in this matter ?
Can he ask for a refund as the product is faulty ?

Purchased online then you have a return policy of 14 days or so. They have the right to repair it or replace it, but you're better off in the consumer issues forum with those questions.

How are Decathlon to deal with normally in matters like this ?

I purchased plenty of stuff off them in France, Liverpool and Belfast before they came to Dublin and always found them very good on the couple of things that needed to be returned. Faulty zip on a coat and glue on a shoe coming loose were the issues. Offered a replacement both times no questions asked.

Another issue for me is that I think the bike is too small for him. He's 6' 2" or 3" and even though the bike is an an XL size, it looks small to my untrained eye.

Well that's your son's fault. He should try it out as best he can and make a call on it. If unhappy with the size then ask for a change to a bigger size when returning the bike. They have very good set up in store for trying them out, so this should not be an issue.

Is an XL RC500 too small for a male of 6' 2" ?

How long is a piece of string? Or in this case how long are his legs in relation to his torso? All people are different.

Wait till the shop reopens, bring the bike back, and try them out in store on their turbo trainer.

TheBlaaMan

On the subject of size, at 6'2" he will be just on the border of Large to X-Large.
As to the faulty stem, it's not safe to ride but if it were me, I'd get a stem in a local bike shop and just get riding and take it up with Decathlon in due course, and seek a credit/refund for the costs of putting it right, now. A stem will cost you €30-40 and while you shouldn't have to lay out this, it is not of itself a big enough issue (IMO) to look for a full replacement and not ride the bike in the meantime.

Some folk on here will be helpful, I'm sure, and reach out to assist if you provide more info, including your location.

magicbastarder

KevRossi wrote: »

You could bring it back, or get a turner to bore a new thread out for you.

would invalidate any warranty though.

cletus

Can you post a picture of the issue with the stem? It might be as simple as running a tap through it if the threads are not fully formed.

If the hole does not go completely through, it still wouldn't be a big deal to drill and tap, especially as the hole has already been started, but as magicbastarder says, there would be warranty issues

Dowee

I had an issue with an order that never went beyond the processing phase for a couple of weeks. It was a birthday present for a family member and ended up arriving two weeks after the birthday, despite being ordered in plenty of time.

Anyway, the only way to contact them was by email. I tried phoning the shop (when it was open) and Facebook messenger but neither worked.

You will get a response within 24 hours. Which results in an extremely slow resolution of the issue as you tend to only get one response a day so if there is a back and forth it'll go on for days. I highlighted the inefficiency of this to the lady I was dealing with. It seemed to be the same person responding to all of my emails so I suspect the email response team isn't exactly overstaffed!

in fairness my issue got resolved eventually and they gave me some store credit but I would have preferred the gift arrived on time.

ted1

Dowee wrote: »

I had an issue with an order that never went beyond the processing phase for a couple of weeks. It was a birthday present for a family member and ended up arriving two weeks after the birthday, despite being ordered in plenty of time.

Anyway, the only way to contact them was by email. I tried phoning the shop (when it was open) and Facebook messenger but neither worked.

You will get a response within 24 hours. Which results in an extremely slow resolution of the issue as you tend to only get one response a day so if there is a back and forth it'll go on for days. I highlighted the inefficiency of this to the lady I was dealing with. It seemed to be the same person responding to all of my emails so I suspect the email response team isn't exactly overstaffed!

in fairness my issue got resolved eventually and they gave me some store credit but I would have preferred the gift arrived on time.

I find them very good to deal with.

did you order online? Online orders are processed from a warehouse in the UK or France. if you call them vdirectly, they have numbers advertised on Instagram and Facebook. they'll put the order together adn send you a link via email for payment

easygoing39

Would you not buy a bike in a proper local bikeshop??Then all of this messing would be avoided!

bobgaf

@easygoing39
Is that seriously the best you can do ? Why bother ?

To everyone else, the responses are appreciated.
I'm not going to attempt a repair on a 650 euro new bicycle.
Don't see why I should have to.
I'll try to contact them again and see what can be done.
Will update if and when there are developments.

Wishbone Ash

easygoing39 wrote: »

Would you not buy a bike in a proper local bikeshop??Then all of this messing would be avoided!

Unhelpful amd irrelevant to the issue here.

easygoing39

Well if you had bothered to buy from a proper local bike shop...
1.The son would be on a bike that fits him,as he'd have ridden it before buying it,plus he'd have expert help from the bikeshop staff.
2.His bike would have been spot on from the second he owned it.
3.You wouldn't be getting stressed out trying to contact a shop that won't even answer the phone (local bike shops are open by the way) and then posting narky replies to Boards user's because you didn't like the opinion.
4.Youre son could have had many hours and km's out on his bike by now.

But hey,I'll be out on my bike today,so Im not bothered about youre problems anymore.

magicbastarder

easygoing39, post something helpful or don't post in this thread again. ta

everyone else, please let that subject die.

magicbastarder

i take it you don't like near decathlon, bobgaf?

you could bring it to someone to retap the threads, but i'd be asking them a) to agree to this first and honour the warranty (which i suspect they won't do), or b) tell them to send out a new stem.

iwillhtfu

bobgaf wrote: »

@easygoing39
Is that seriously the best you can do ? Why bother ?

To everyone else, the responses are appreciated.
I'm not going to attempt a repair on a 650 euro new bicycle.
Don't see why I should have to.
I'll try to contact them again and see what can be done.
Will update if and when there are developments.

In the mean time if you don't want to wait you could pick up a stem and your son will be cycling away. They'll most likely replace the stem instead of the bike anyway.

Common sense would have you think they'd refund you the price of the stem once the fault is confirmed a warranty issue. A good chance this won't happen though.

https://www.decathlon.ie/ie_en/high-performance-road-bike-stem-satin-black-en-s308976.html

donnacha

bobgaf wrote: »

My son bought a RC500 road bike from Decathlon. After a lengthy wait, it arrived last week. He went to put on the pedals and handlebar yesterday and one of the four screws to retain the handlebars does not travel into the hole easily as the hole has not been bored out properly. This can be seen by looking into the hole and any attempt to force it through will just damage the screw and leave it half-locked in position with the allen key slipping and the handlebars loose.
The Decathlon shop is closed, they don't answer the phone and refer you to the website. I already tried to contact them via the website about delivery and got no reply.

Any advice appreciated.

I picked up a second kids bike yesterday in Decathalon, they have loads of bike specialists working. You could reserve a basic bike for click and collect (there is no prepayment) and just head in with the current bike once you get the confirmation email.

p.s. I found their bike staff really helpful. I'd previously ordered same bike as you and had an issue with the derailleur, guys in the shop replaced with a new one and fitted it within a couple of hours. That was last mth just before the current lockdown.

magicbastarder

the issue is that the people you deal with in store and fixing bikes are probably very far removed from the people answering phones and emails, who might not fully understand the issue.

bobgaf

I'm not too far from the Ballymun store so I could go there if necessary.
I understood from calling them the store was closed currently but the last post (donnacha )would indicate
differently.
Anyway, they have emailed looking for a picture so there's some progress I suppose.

cletus

Post the picture here too. I'm interested, is all...

Dowee

ted1 wrote: »

I find them very good to deal with.

did you order online? Online orders are processed from a warehouse in the UK or France. if you call them vdirectly, they have numbers advertised on Instagram and Facebook. they'll put the order together adn send you a link via email for payment

It was an online order.

As I noted I was phoning numerous numbers and nobody was answering any of them.

I have ordered a number of other items from them and been perfectly happy with them. I've no issue with the shop in general, it was just very frustrating trying to actually talk to someone or get a speedy resolution of an issue when I had one. For online orders they're primary method of communication is email. This is far from ideal IMHO.

Blanchy90

I had an online clothes order from them delivered last week. One of the base layers had a small stain on it so I contacted them via the website. It took them a few days to get back to me but they issued a refund and told me to keep it.

Wishbone Ash

Blanchy90 wrote: »

....they issued a refund and told me to keep it.

That's a nice win/win scenario especially considering a stain on a base layer won't affect it nor will it be seen.

bobgaf

Update:
Informed by email that the shop is open for collection and repair issues ( no casual shopping ). Dropped up the bike last night and the staff member was pretty helpful. Was called this morning to be told they will try to re-thread the hole causing the problem and if that fails, they will replace the stem. So the support/aftercare up there is decent so far. Hopefully worth the wait.

bobgaf

Final update (hopefully).
Got the bike back yesterday. They replaced the stem and fitted the remaining parts. Bike looks good now and hopefully he'll be happy with it. Slightly disappointed I didn't get offered a voucher for the hassle of getting a bike that required repair and it was a pita getting it to and from Ballymun in my car but if the bike is decent, I'll park that. I would buy from them again.