I would not say Halfords has customer care. It's more like don't care. They make no pretence at it from my experience. In my job I get to sample a wide range of companies' customer care departments and my recent experience with them has to rank as the worst that I have ever had. So bad, indeed, that they did not get my custom. It started with me wanting to buy a Clarion sat nav for my new car. I contacted Halfords online to ask what they could do. By the time the responded I had already had info from a wide range of retailers. And they came up with? Nothing. Just diverted me to a branch and a web link. In this day and age! But I thought, they might still help, so I phoned my local branch in Bishopbriggs, Glasgow. Wanted the unit and wanted it fitted. They could not supply the exact unit I was after but could fit it. Fine. Would cost a maximum of £100. The assistant talked about what car I had, the kind of parts needed to make it fit. There may be a backlog for fitting, but yes, they would do the fitting. So I bought the unit elsewhere and taking delivery of it, I promptly rang up the Halfords centre to arrange fitting. I was hopeful of talking to the helpful assistant I had before. Then I discovered it was less than helpful. The offhand manager says no can do. "Why? " I asked. Because Halfords policy is not to fit units not bought through them. But what about what I was told? Hard luck. He shouldn't have told me that, he said. But he did? What am I going to do? I bought the unit on the understanding you would fit it. Who am I going to find now. Can't do anything about that, he says. Was there any attempt to rectify? Any attempt to maybe make clear that the wrong impression his staff had put out to a member would be put right Not even that. And the website, does not make it clear the fitting service is only for products bought through Halfords, either. I say I will complain to execs about it. And I encountered a first. Not even an acknowledgement of my concerns. Despite several reminders over several days to two of them. So Halfords lost out on hundreds of pounds worth of business from one very disgruntled, err , would-be customer. Then I find out a Which study published in May which found Halfords customer care to be "unhelpful and rude" and the worst in terms for people friendliness in the country. http://www.thesun.co.uk/sol/homepage/news/4328889/Unhelpful-and-rude-Halfords-is-named-Britains-worst-store.html And then I thought, ah, thought so.
Don't take my word for it folks. They really do suck.
I promised my wife that I would change the oil in her car while she was away on a short break with friends.I messed up by attempting to remove filter with a screwdriver.The filter would not budge.I went to my local Halfords in Naas and found a very helpful assisant who advised me about the pros and cons of various filter removers.I chose the pliers and and the filter came off easily when pliers was used.Great purchase as it got the job done without hassle.
I purchased a Garmin Edge 200 GPS from Halfords. It had a £30 cash-back offer on the Halfords website, this swayed me to purchase. I uploaded all the relevant files/details to the Garmin site and was informed by Garmin that “Promotion has now been approved and that you will receive payment within the next 28 days”. Well 28 days came and went. I emailed & phoned both Halfords and Garmin, Halfords passed the book saying “that It was nothing to do with them” Garmin replied saying that “We are pleased to confirm that your payment is now in progress. The amount will be awarded to you within the next few days”. Well guess what, the next few days have come and went and still no cheque.
I have phoned Halfords to return the product as the contract between myself and Halfords has been broken. Halfords say that they cannot accept the product back unless it is faulty. As far as I am concerned, this is a load of rubbish, as my contract is with them and the £30 cash-back offer was on their site!
As far as I am concerned this now appears to be a con
I will update this as things progress/or not.
Okay, it is now 2/10/12 I was promised the cheque by the 11/09/12. This is a con, I will never purchase from this dreadful company again!
after being told by my parts insurace company to go and have my car checked out at Halfords In Ardwick manchester i turned up as pre-arranged and let them take my scenic for a test drive, i suspected a wheel bearing as all that was wron was a slight knocking from front near side of the car, when the assistant came bk with my vehicle he told me yes indeed i think its a wheel bearing!, i said well i will need to book it in asap as i have breakdown and parts cover for with my insurance policy, his eyes lit up and said one momment i must just have a word with the manager, he went outside then into the workshop, on his return he said yes we will have to book it in for you as you also have geabox and engine problems!, i said no i dont engine and gearbox are fine my machanic keeps my car running sweet and it gets all it needs ive only bought the car here as its coverd by my warranty, he insisted he couldnt get gears and the engine was running bad, on return to my vehicle i couldnt get 1st or 2nd gears the engine management system light was on and it was running awful! i asked him what he was playing at and what he had done to my car, he replied nothing thats how i got it and it will cost you over 1000 poiunds to fix! i couldnt believe my ears and was fuming so i asked to speak to a manager who i told was not available he was (hiding)....i managed to get my vehicle back to my friends garage who found they had unpugged a cable from the EMS and hid it away and also evidence they had jacked up the engine splitting the mountings on gearbox and engine! fuming i rang the area manager who wouldnt let me talk and even swore at me and called me a lier!....with no phisical evididance i cannot take this any further other than to warn others about the Ardwick Halfords in Manchester which i think should be shut down over there working practices! grrrr.
I bought my bike to Halfords to be fixed, a quick job, but it promised to be cheaper than buying the tool I needed to do it myself.
I took it in on a Saturday, they said they'd have it done by Monday. Tuesday evening so far and it hasn't been touched.
It's cost me £20+ plus for travelling, stress, phone calls and robbed me of cycling in glorious weather.
They haven't kept me informed at all. When I call it generally take a minute or two for the phone to be answered and transferred to the Bike Hut, where I am usually put on hold indefinitely. Luckily it's close by so it's not too much bother to pop in, but they still keep me waiting for a good 15 minutes.
All my friends said I was mad to be taking it there, but I thought I'd try.How wrong I was. I'm also thinking of upgrading my bike next month, I'd even seen one in Halfords that I liked. I won't be getting it from there for sure! More info here http://tny.cz/74c40c2d.
First class help from someone who actually knew what was what. Cycle ring gear protector. Yes it will fit he said after me telling him the make. All you do is.... He was right too - so easy to fit. Thanks guys at Oxford Botley Road store.
I ordered a £500 bike as it was available for next day, had an email telling me to pick it up after 4pm - got a phone call the next morning saying it had not come in but may do so during the day - I called at 3:45pm to check and was told it had not arrived but it might come over the weekend and would be ready for early the week after. I said that this was not acceptable and asked for a refund which they agreed to... when I chased several days later for my refund they told me it could take up to 21 days to refund as that was the law. I informed the advisor that thier is not law that states this, I got my refund a couple of days after. I emailed a complaint and have not had a response even though it was just over a week ago. I have called them several times and they just say they are very busy and they will respond to my complaint soon.
Well Halfords I will take my £500 to a company that is able to deliver what they promise and treats customers as if they are valued
I have tried many times to review a bike I bought in April(carrara hybrid).
My review was refused on the grounds that I mentioned a competitor, which is a total lie! It seems they only accept reviews when you give them 4 or 5 stars...
So my advice is not to be guided on the reviews on their website, search the internet for independent reviews.
Rowena Joyner found this review useful
Staff are the rudest I have come across.
'6 week free bike service' - useless! everytime i took the bike in there was one excuse or another about why they couldn't do it. I ended up going 3 times before they finally bothered!
Then made the mistake of giving them one last chance and bought a bike for my daughter to collect assembled. Rude voicemail saying 'done by 4pm' - text at 11am saying 'done'. I go in at '2pm' with her all excited and they say rudely 'we told you by 4pm'. When I showed them the text they had the nerve to say 'we don't know who sends the texts, it wasn't us' (!!!) I cancelled the order.
So disgusted with these clowns. Make the customer feel like an idiot. No sense of customer service at all. Totally pathetic and I will be making a complaint to Head Office for all it's worth.
Avoid Avoid Avoid!!!!
ordered a bike to be delivered yesterday! waited in all day 0800-1800 !no phone call no email to explain when i have paid for express delivery and gave the 24th as the delivery date why it never turned up! received a email at 1845 saying by order had been processed! 45 mins after the latest time to be delivered!sent 2 emails to customer services no reply! called customers services advised coming tonight(25th july) around 1800-1830 but could be up to 2030 -2100 at the very latest! 2030 and don't expect them to come now!Thats 13 hours of waiting when its 25 degrees c outside! i just want my bike and a explanation of what happened! this website does not allow to select no stars else i would of!!! update:Still no sign of my bike called them again today(26/07/2012)They advised on the yodel lorry/van coming today and guess what not happened again! They inform me they do no have a Customer care team and that they are well behind in responding to emails!! they have in fairness refunded the express delivery fee but that's no consolation!
Update ;Friday 27th July finally got a call from yodel today the driver advised he will drop it off between 1600 and 1800 guess what did not happen again!! called him back at 1915 as his number was stored in my phone.Tried to fob me off that the van broke down!Called the call center at Yodel i can't collect it myself!!
Still no contact from halfords have contacted Watchdog and will be contacting the press!
Shahzad Khan found this review useful
Paid a deposit of £50 for a new Carrera TDF road bike instore at Slough for it to be delivered on 24/7/12 so thought it was a good deal RRP £499 down to £299 saving of £200. Was horrified to see on the website RRP £349 down to £299 saving of £50. Queried this with Halfords who really couldn't be bothered. Promise of a phone call back from the store manager who blatantly ignored the request so it goes to show that whatever you see in store is all a clever marketing ploy to show the customer a great saving and to get them to part with their cash. Unfortunately for Halfords I'll be keep my money in my pocket and will only be using Stows for all my bikes and equipment. Can't wait to go back to the store tonight to get my deposit back
Mark Holmes found this review useful
Odd how when I review a CD to Cassette adaptor from Halfords which not only does not work but wrecks my car stereo into the bargain - the one star review is not published. Did I expect ethical behaviour ? - strangely yes.
Too frequently staff are too busy to deal with customers. Can be rude and ignorant. Complaints to head office are acknowledged but situation remains the same. Last time I asked if there was someone who could talk to me I was told " Lots of staff haven't turned in today so there isn't anyone available!". Previous occassion I complained about waiting and suggested I could go elsewhere I was told, "yeah, whatever!" Should be a good shop but staff deparately need customer relation courses!
On-line as well a at their shop they have all you need and more for cars, bikes and camping stuff. What is even more pleasant is that when you wish to replace you car windshield wiper blades for instance they can check which part number is appropriate for your car by feeding in your car registration number into their computer.
oooh boy, if there ever was a supremely inefficient box shifting company, this lot are it! First of all, Halfords are huge, which means they have lots of animals in the zoo, thats a lot of wages to pay and they get paid a pittance which feeds what's-the-point-shoulder-shrugging approach to sales. But thats a digression. I just wanted to buy a bike, one of the Boardmans....turned out to be the biggest waste of time ever, you reserve, it tells you its in stock, you get there, oh-no-it's-not! over and over.....I actually started to get paranoid thinking a higher power was working against me. No, just Halfords breathtakingly low rent web based ordering/reserve system. Anyway, I think Mr Boardman was definately given a good deal having to sell his bikes through Halfords, keeps the price down sure but then you have to go through this maddening stress to get one...forcing you give up and go elsewhere, nice bikes..shame about the dealer.Maybe one day these companies will listen to the plebs who put the money in the till eh? no? of course not.
I can not believe in this day and age that a company can be so unprofessional and unhelpful.I bought my husband a stereo and paid for it to be fitted.We dropped it off to be fitted and on our return were told there was a problem,it did not fit properly and they had broken the dash board(they had tried to stick it back together with super glue!).Halfords told us to take it to a garage for a quote and they would pay.We took it to a garage and the repairs would be over £200,because it was is over £200 the quote has to go to head office.The van will need to go into the garage to be repaired meaning another day off the road.Halfords offer no compensation for their mistake although they do offer maximum of £40 car hire but anyone who uses a van for their living have everything on board they need to work with.I phoned Halfords customer services who told me what they could do and when i said to them i did not think this was ok i asked to speak to a manager he refused to put me through.So at the end of the day a birthday gift has resulted in a damaged van with,the original radio in the van not working,van off the road for 2 days and lots of phone calls.I can not believe i am having to sort out this mess caused by Halfords.I am always a very patient person but the rudeness of Halfords has really made me furious.My advice is DO NOT use Halfords,they have NO customer care,they have no remorse for damaging your vehicle.
Reasonable prices but run by kids. I needed a spanner for my bike so went and found what I was looking for, went to the cycle counter in bike section only to be told by a young person to go downstairs and pay as he was fixing a bike. Went downstairs to cashier and had to interrupt the colleagues from talking to pay for my item.
Not the best experience.
I'd been asked to valet a car for a friend of the wife, a little favour I sometimes do for folk that ask.
Having run out of several products to do this, and because my local Motor Factor no longer supplies the brand I prefer, I resorted to "Halfrauds",* only because the car needed to be spruced up quickly for a special occasion.
*This was, of course, my fault for not "re-stocking" stuff before I needed it!.
...........be a little careful if you have to use them.
Their pricing is, ridiculously exensive from every item from a screw to a battery.
Their "special offer" or "promotional" prices on many products are no such thing.
The particular items I bought (containing 325ml) were actually dearer than the larger 500ml that I usually use, even taking into account the supposed "discount". In fact I could have bought a litre for a couple of pounds more elsewhere had I had the time to order and wait, which in future I certainly will, even if it delays the job getting done!!.
Please be really sure you must use them before being robbed to pay for huge stores with brightly lit displays of overpriced goods.
I purchased a ladies bike from halfords in chiswick, ordered online reserve and collect, which your goods are supposed to be ready to collect in an hour, this was monday morning and wanted to pick the bike up Tuesday evening after work, went in Monday lunch time and paid for the bike in full to pick up Tuesday evening, to get a phone call not even an hour before pick up time on Tuesday to say they only had one in stock but the wheel was buckled, I was told to pick the bike up thursday which was two days after my wifes birthday, If they can't provide the service online then get rid.
I purchased a girls bike online to be picked up from the 'local' store at midday the next day. The fact that it could be picked up the next day from the store was clearly stated at every stage of the purchase. I had 2 emails and a text to say that the bike was indeed available to be picked up. However, when I arrived at the store it was not available. I also found that the "track my order" link on the email did not work. It took the assistant in the store over half an hour to get through to "customer services" - customer services could add no new information.
When will the bike that I have already paid for be delivered? Am I supposed to keep driving to the 'local' store to see whether the bike is available?
Halfords is a good example of a poorly managed company. Can they not see that they will not get return customers with their current lack of performance? They have many decent competitors who can deliver in time and who have functional customer service departments.
The prices are not cheap but the staff (except at the checkout) will bend over backwards to help and they all seem to know their stuff.If I need something unusual or a specialist part or just to ask some questions Halfords is first on the list.If I want say engine oil most other places are much cheaper.
Used Halfords loads of times and all branches are reliably good.
Despite having explicitly asked for our details not to be given to others we now get endless nuisance phone calls by people who got our number from Halfords. We will make sure this gets spread all over the internet and all our friends will spread the word ,too.
None of us will ever want to have anything to do with Halfords again .
The scene: our daughter bought us an inexpensive SatNav system for use on holidays abroad. Both of our cars in the UK have in-car, manufacturer-fitted SatNav systems already, but we needed one for use in hire cars when on holiday. We had previously used our daughter's (the exact same model) for just such a purpose and had found it very useful and simple to use, so were delighted when she bought us one as a gift.
The start: on our way to Heathrow we switched on the unit for the first time to refamiliarise ourselves with how to use it whilst still on home territory, rather than trying it for the first time in Rome! Unfortunately, the message came up that it could not connect to satellites and we could not get any further than a blank screen. When we reached our airport hotel we tried to contact Garmin, but it was understandably too late at night by then for customer services to be operating. In the morning, we hit the airport extremely early to try and find an "expert" in one of the terminal retail shops. This we did, only to be told, as expected, that this was a faulty unit. We had no choice but to buy a new unit (which worked perfectly) as we only had about an hour left before departure, and we resolved to return the faulty unit to Halfords for a refund upon our return from holiday.
The Beginning: when we returned from holiday, we took the faulty unit to Halfords, where the assistant spent some time (including 15 minutes in our car) trying to make the unit work, before agreeing it was faulty. He contacted Garmin who gave him a returns code, and asked us to return to the store with the card used for purchase (our daughter's) so that a refund could be processed.
The Middle: we returned to the store, only to find that the assistant we had been dealing with was not on shift. We were then met with an entirely different, rude and aggressive attitude. Bearing in mind that they had sold a faulty product, attacking the customer seemed an unusual stance. He kept disappearing into a back room to 'speak to the manager', so we asked to see the manager as we were not prepared to deal with this assistant further. We were then told that the manager 'wasn't there' (?) so we arranged to come in the following morning to see him.
Upon our return, we expected to be met with an apology and an instant refund. We asked for the manager, expecting a man with a pleasant, appeasing smile to come out and greet us. Instead, we were met with dumb insolence. I have never met a manager with such a sarcastic, rude and unpleasant attitude in my life. He (wrongly) asserted that Halfords were under no obligation at any time after purchase to offer a refund, and they only ever did it as a goodwill gesture. He should have some basic training on the Sale of Goods legislation! Despite the fact that we have two cars with full SatNav equipment built in and showed him the newly purchased unit we had bought at the airport, he was not prepared to offer anything except a completely pointless replacement unit. He seemed to take pleasure in being as awkward as possible, telling us it was "that or nothing". We asked for the name of the head of Customer Services to write to and he told us to look it up on the 'net. Unbelievable! He also told us that the original assistant would have been sacked if he had given us a refund.
Next steps: we sent letters under guaranteed next day delivery (signed for) to the Chief Executive (David Wild) and Commercial Director of Halfords (costing us some £12 incidentally, but it's the principle). The response was good: - take the unit back to the store, ask for the manager and he will issue a full refund.
The Result: we returned to the store and asked to see the manager. "Of course", said the assistant. "Who's calling?", before disappearing to fetch him. He declined to come out from his hiding place. We were issued (finally) with our refund by a nameless assistant. Despite presumably getting a bollocking from head office, the manager failed to redeem himself in any way. He is, in our eyes, beneath contempt.
The End: Will NEVER use Stratford-upon-Avon Halfords again. Beware!
A great site for finding basic items such as engine oil, wiper blades or car bulbs. Lets you input your registration number so that you know the item is 100% correct for your particular car. A really good service and reasonably priced products.
Bought a Raleigh Swift Folding Bike, Halfords have the best bargains for bikes and if there are any problems you can always take it to the shop for service. They have several delivery options including Saturdays. The bike folds up so that I can carry it up to my flat on the third floor without any difficulty. I'm pleased with the price and benefits of having the bike.
As the ****Hell-Freuds**** ad goes, you walk in, get a snog, your problem is instantly solved and the assistant waves goodbye.
In reality, you walk in, wait for ages, shout for assistance, go to the front desk, ask, shout, yell...
Eventually give up and decide "I'm an expert, I'll have a go at this myself"...
Of course upon deciding this you're instantly interrupted and delayed by a thick ASSistant who knows NOTHING about EVERYTHING and is irritated by your rude insistence to be tended to like they do on telly when you walked in.
You'll check through their parts book, finding they're 5 years out of date.. ASSistant will tell you in about 5 different ways why they are completely incompetent and know nothing, cant help but wish they could and would you mind hanging around talking about how little they know about everything and how that's a real bummer.
Tools are over priced, low quality on the whole. (the lifetime gurantee jobbies, ok theyre ok, but WAY over-priced)
Cycle center is useless, I took a cycle in with a puncture, needing a repair - 2 lads sat doing nothing,
ME - "Can you fix this puncture"
THEM - "NO SORRY YOU'LL HAVE TO BOOK IT IN"...
ME - "Its a puncture, I need it now, you're doing nothing, whats the crack?"
THEM - "Our supervisor has gone away"
ME - "Can I use the tyre pump?"
THEM - "No we're not insured"
ME - "FvCK OFF, FvCK YOU, WHATS THE FvCKING POINT? FvCKS SAKE,! BIKE SHOP CANT FIX A PUNCTURE WITHOUT SUPERVISION? CANT LEND A PUMP WITHOUT INSURANCE? WHAT THE FvCK IS GOING ON??, BIKE CENTER??? BY CYCLISTS FOR CYCLISTS? FvCK YOU! FvUCKIN PRICKS!"
Asking for STP OIL ADDITIVE...
ASSistant "you want stop-smoke"
ME "no, I want STP oil additive"
ASSistant "Yeah, Stop-Smoke, for piston slap"
ME "No, my engine hasnt got piston slap"
ASSistant "You want wynns engine flush"
ME "Yes, maybe, but to drink, to help me deal with you, not for the car, you got STP or what?
As I was looking around for a new bike in penrith recently, I tried various other retailors before coming to you, I didn't come to you at first because I was told that the quality of your cycles was terrible, after doing some online window shopping, I managed to save over £200 on a cycle that suits me perfectly. The only downside about coming into the store though, is that I am constantly being watched or followed as if I am stealing! I don't mind this though as I am not stealing but looking for parts to build a bike of my own,
thank you for reading,
I took my mountain bike into Halfords as the chain had somehow got itself well and truly mangled after a nasty tumble. I asked if they could help, I'm sure that they must have wondered why I couldn't do it myself, but once they saw the extent of the mangling he said 'how on Earth did this get like this'. With all of their tools and with 2 people working on it for 20 minutes under my watchful eye (I really wanted to work out how to fix it if it happenned again), they got the thing back on and working properly. No moaning, just hard graft, determination, and on top of that they wouldn't take any payment for their trouble. I was really impressed for all the right reasons.
The website sucks, it's slow and clunky and could be so much better. And by that I don't mean change it, just make it work properly and in a timely fashion.
The stores suck, and in a big way! I went to my local store recently to look at bikes for my companies cycle to work scheme, I was in the store for 20 mins looking before I had to ask somone if they sold bicycles anymore; "They are upstairs mate..." was the reply I recieved. I looked up to see a mezzanine floor full of bikes, but no signs or displays on the ground floor. I did however find a mobility scooter, a 2 foot long shoe horn for my disabled grandmother and 5 aisles of camping equipment. How times have changed...
But, and this may be their (Halfords) only saving grace, they have the best range of mechanics tools available to the general public. Nearly all of my tools are now from the Halfords Professional range as they come with a lifetime guarantee. The specialist tools they carry are well thought out and considered, are well priced (bearing in mind that Saturday/Sunday factor in being the only choice when the car is in bits on the driveway for the sake of a sprocket puller or star bit) and are a big part of what Halfords is about for me.
To sum up, like the title says "Great tools, shame about everything else..."
Over the years, I have used Halfords many times. If you need an inexpensive item to do a job, they have it. If you need a quality automotive tool, they have that, too. You pay for what you get, and, at Halfords, I know and can predict what I am going to get. They perform a useful service, and do it very well with no frills. I have always felt that the prices were reasonable for a chain store such as Halfords.
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