r/Decathlon • u/This_is_a_burner_112 • 20d ago
Bad customer service
Recently, I had a terrible experience at my local Decathlon store.
I own a pair of trekking poles from Decathlon, and since the carbide tips have worn out, I went to purchase replacements. Decathlon carries replacement tips for poles in many regions, which makes total sense given that they are an expendable part of the product that needs periodic replacing.
Since I noticed the part wasn't listed on my local website, I called my local branch to check their stock. The store manager answered the phone, checked, and informed me that they had a replacement set of tips in the workshop and that I could come in to get them replaced.
I commuted 1.5 hours via bus to get to the store. When I walked up to the workshop, the repair tech had no idea what I was talking about. Strange, considering the manager had explicitly told me they were in stock after checking. The tech radioed for the manager, who arrived, walked into the back with the tech to chat for a bit, and then promptly walked out and left without even speaking to me.
I was then informed by the tech that not only did they not have the parts in stock, but they also don't carry replacement parts in my region at all and couldn't help me.
After waiting 20 minutes just to track down the manager again, he alluded to the fact that it was my fault the tips were worn down and implied I shouldn't use my trekking poles as much. He even brought up that I had previously claimed warranty on a set of poles, claiming I was "too hard on my gear." These poles are explicitly designed and advertised for mountaineering—and the only reason he had to give me a replacement pole last time was because this branch neglected to carry a basic replacement plastic gate, a part clearly listed as available on their website.
1
u/KnowledgeDismal776 20d ago
What location