Decathlon

I initially bought a pair of shoes from Decathlon, trusting their quality and customer service. Unfortunately, my recent experience has left me feeling completely deceived.
I purchased these shoes a year ago, but they quickly became uncomfortable and showed extensive, unusual damage—worn-out soles, deteriorating surface, and an interior falling apart. Last week, I went to Decathlon Berlin Alexanderplatz and was told by a staff member in the shoe section to bring the shoes back, assuring me they would handle the return.
When I returned today with the shoes, I received a completely different response. A staff member named Bjorn, along with a young assistant who seemed new, assisted me. First, the assistant appeared unsure and called Bjorn over, who inspected the shoes and decided the damage was just “wear and tear,” refusing to offer any exchange or refund. I reminded him of the earlier assurance, but he brushed it off, suggesting I must have been "hiking at Amazon" and implying that my weight caused the damage. This comment was offensive and felt like body-shaming, especially as I haven't used the shoes for any intense activity.
Disappointed, I returned to the shoe area, hoping to find a new, more durable pair. I approached Bjorn again, kindly asking if he could recommend a shoe with better quality. Without even attempting to help, he said he couldn’t assist me and continued chatting with the intern, making me feel dismissed as a customer.
This experience has made me feel insulted and misled. Despite being assured of a return, I was treated as if my concerns were irrelevant and as though I didn’t understand the product. Given the abnormal damage to the shoes, I believe I am entitled to a replacement or refund.
I hope Decathlon addresses these issues in customer service, as this experience has left me feeling utterly disregarded. Customers deserve to be treated with respect and for promises to be upheld.

I love decathlon. This is the biggest one I’ve been to by far. Always make a point to stop in. Excellent prices.

Great variety of products and sizes (and models of all sorts) . Staff very helpful and knowledgeable. Good quality products. I highly recommend it.

Purchased a bike and came back for service. I found Christian very helpful at the service desk. He was extremely patient to listen to the problem and helped in every bit to resolve the issue. All noises from the chain spocket was resolved efficiently. He also suggested great ways to maintain the bike.

Regarding cycling, we were looking to buy a bike. However, the customer service wasn't very qualified. We asked for information, and one of the employees said, "Okay, I am coming." Even though we waited for 10 minutes, we saw him chatting with his friend instead of helping us. We didn't receive full service, so we decided not to buy anything from that store.