Halfords In-Store Bike build problems

[GeordieT32]

Hi all,

I have just ventured onto my first road bike after riding MTBs everywhere since I was a kid, now at over 30 I thought would be a good time to switch as I do most of my riding on the tarmac these days.

I went for the Carerra Zelos from Halfords as it's entry level, seemed to get decent reviews, the price also attracted me to it, £325 seemed like a bargain. I chose the In-store bike build which states you can 'ride away'. I didn't ride away, I got it in the car and left in the garage for a few days until the wind died down. I adjusted the seat to what I thought was the right level, adjusted again so it's now comfortable for me, took it round my estate (on it for about 2 mins). I noticed the front brake rubbed and some of the gears were rubbing against the centre derailleur. Annoying but something that can be fixed. What did feel strange was the handling, even on the tiniest loop it felt stiff and a bit twitchy. I put it down to never riding a road bike before and thought I would get used to it... How wrong was I?!

Took it for the first ride after pumping up the tires a bit (I'm a little heavier than average) and lubing up the gears as they were bone dry. Started riding with my brother in law and still found the steering to be a bit 'different'. After about 10km of riding I noticed the handlebars had started to move, my right hand was further forward than my left! I said I needed to stop to fix it. After slowing down and starting to turn right to a pull in area the handlebars then turn a complete 90 degrees, fair to say I came off, grazed myself but worst of all scratched the left brake lever! I was not impressed. We fixed it and tightened everything up and from then on the bike came into it's own. Apart from the gears the bike rides like a dream!

However my issue is with Halfords and was wondering if anyone has had trouble with the in-Store build quality and if they got a solution to there complaints?

Granted I should of checked everything was working properly and tightened things up but when they say you can 'ride away' I didn't think I would need to!

[jezer]

That’s totally unacceptable, the bike left the store in a dangerous state. At a very least a strongly worded complaint to Halfords. I’d be tempted to involve Trading Standards as well.

[Jamesh]

I'd take pictures of the graze before it heals and the bike scuffs and send to store manager / head office.

They should have tightened up the cap bolt and then the stem bolts.

I would be looking at a replacement gear lever or bike it that got scratched too.


Escalate to head office / SM / press if no joy.

Cheers James

[GeordieT32]

Thanks for the feedback. I have sent a strongly worded email to their complaints department with pictures of the damage to the bike. However not my injuries. They aren’t bad as I know I will heal. I’m more annoyed that the bike is damaged!

I will take pictures of the grazes I have and see what they come back with.

[Ride-sleep-repeat]

I would personally check over a bike built anywhere but in my own garage before riding.Things can and will get overlooked.This is more common at larger chains such as Halfords due to the numbers they knock out!This doesn't excuse what's happened but it's all too common!
RE the chain/gears being dry.A new chain is generally covered in a wax from the factory but to the eye looks 'dry'I personally clean and remove this from the links before riding as I find it picks up a lot of road-crud.Lubing over it will possibly make it worse.
I use a 'dry' wax lube so my drive train also looks like it needs lubing but it stays really clean for much.much longer

[slowster]

From your description it sounds like the Halfords 'mechanic' failed to tighten the stem clamp bolts around the steerer tube, and over-tightened the headset top cap. As a result the headset bearings were way overloaded (hence the stiff steering), and it was only the pressure of the top cap where it pressed against the stem that resulted in the forks and front wheel turning with the handlebars. Inevitably the top cap gradually loosened (every anti-clockwise rotation of the bars to steer even slightly to the left would have had the tendency to unscrew the top cap pressing on the stem) until the bars finally lost the ability to steer the bike.

You were very lucky not to have had that happen on a fast descent or in proximity to fast moving motor traffic. Only slightly different circumstances when the steering finally became too loose to maintain control could have resulted in your being killed. You absolutely should be compensated by Halfords for the damage to your bike and to yourself, but please, please report this to your local Trading Standards. Halfords needs a rocket up its backside for selling a bike in such a lethally dangerous condition, whether that be at the local branch if this was just down to one rogue mechanic or across all their UK branches if they are failing to make proper checks on the quality of work done by their mechanics.

If you don't report it, and the local branch is able to get away with just compensating you, they may not put in place the necessary changes to make sure it does not happen to anyone else. If it happens again, the next person might not be as lucky as you were.

[Marcus Aurelius]

There are always variations with this type of thing. I’ve seen some horror stories leave Halfords stores, having been P.D.Id ( allegedly) I’ve seen plenty that have been done properly. I’d make sure the store in question were made aware of any issues if it was me.

[peetee]

However my issue is with Halfords and was wondering if anyone has had trouble with the in-Store build quality and if they got a solution to there complaints?

Yes. In my capacity as an independent bike mechanic I have written a number of inspection reports for customers who have bought ready-to-ride bikes from Halfords that I deemed to be poorly or dangerously assembled. In every case the owner has been compensated and my findings were never questioned or refuted. It only was ever one branch and I don’t infer that it’s a widespread problem.
Two instances come to mind. The first, a three speed Raleigh that they changed the inner tube and left seven different problems that weren’t there before. The second, a mountain bike with brake cables set-up so badly that within a couple of miles of use they were not operating at all. The customer kept the bike but was refunded the whole purchase price.

[Eyebrox]

You say "... you got it in the car". Did you or a shop worker loosen the stem bolts to turn the steerer and wheel to fit the bike in the car?

[PH]

I would pursue it, both for the bike damage and the injuries. They sold you a bike as ready to ride and it wasn't, in the individual case, that's the bottom line.
However, how realistic is it to sell a bike for £325? A LBS that specialises in servicing, offers an out of the box bike build and safety check, it costs £50 and I'd consider it good value at that. Halfords won't be taking that much time and care, they cut corners like every other retailer selling bikes at that price point. It isn't wrong for anyone to assume what they're buying is safe, it's wrong of retailers not to ensure it is, but some of the fault does lie with consumers who buy on price alone. I'm sure Halfords know they could offer a better service, more trained mechanics, more time setting up a bike, more customer service, they'll also know they can't do that and sell £325 bikes, and if they don't sell you one at that price, someone else will.

[leftpoole]

I would never buy any type of bicycle from Halfords.

[GeordieT32]

You say "... you got it in the car". Did you or a shop worker loosen the stem bolts to turn the steerer and wheel to fit the bike in the car?

Nope only took the front wheel off (quick release) I out a spacer in between the pads to stop them moving as well

[GeordieT32]

I would pursue it, both for the bike damage and the injuries. They sold you a bike as ready to ride and it wasn't, in the individual case, that's the bottom line.
However, how realistic is it to sell a bike for £325? A LBS that specialises in servicing, offers an out of the box bike build and safety check, it costs £50 and I'd consider it good value at that. Halfords won't be taking that much time and care, they cut corners like every other retailer selling bikes at that price point. It isn't wrong for anyone to assume what they're buying is safe, it's wrong of retailers not to ensure it is, but some of the fault does lie with consumers who buy on price alone. I'm sure Halfords know they could offer a better service, more trained mechanics, more time setting up a bike, more customer service, they'll also know they can't do that and sell £325 bikes, and if they don't sell you one at that price, someone else will.

I see what you are saying. Unfortunately I don’t have the budget to spend upwards of £600 on a bike, which seems to be the lowest you can spend on a good bike. I also have never ridden a road bike before so didn’t want to spend too much just in case I don’t get on with it. Which after the fall and putting it right I don’t think will happen as I enjoyed the rest of the ride. Regardless of price though I don’t think it was too much to expect a bike that they say is ready to ride not to ‘fall’ apart after 10km. I get they are a big company and have to lower prices to compete but they have the buying power to get their suppliers to make it cheaper as they buy in bulk?

[GeordieT32]

I would never buy any type of bicycle from Halfords.

Thanks for your insight. I could of done with that before I bought the bike

[simonhill]

I think you should contact the branch asap and inform that what was wrong. Who knows, they might have a dodgy mechanic who is regularly sending bikes like a this out.