Halfords

[gbnz]

Halfords ? Bought a front derailleur, swayed by the 20% cheaper price & FOC delivery. Delivery process incredibly quick & efficient, cable parts delivered within 24Hr's, derailleur within 48Hr's. Derailleur incorrect, a braze on variant sent. Subsequent check online, 2 Hr's/1 day later, showed that band on derailleurs were now out of stock. Had been in stock when I ordered

Had wasted 2/3 day's trying to sort this out, Halfords national online/phone systems being hopeless. Endless online & phone response via "virtual assistants" sometimes called Chantelle (Nb. I'm sure there were comedies in the 90's, about computer based, virtual assistants ?). The one human I was able to get in contact with on the phone, pleasant/helpful, marked it as an "urgent" case. Spoke to the same individual two days later, the case hadn't progressed

Was able to retrieve it from a street bin. 58 mile round ride to nearest store, 69 miles the route I took. Store assistant very helpful, preferred option of absolute refund sorted within minutes (Nb. Part ordered elsewhere). Was chucked it in a street bin, to physically prevent myself trying to return directly to a store. Wasn't sensible to cycle for 2 - 5 days? Had tried 12.67 miles, turned back

[SimonCelsa]

Have had to bin the part ............

You chucked away a brand new derailleur? That's a bit cruel!

[a.twiddler]

Blimey! Something like that would have ended up in the bits box, not the bin.

You can buy adaptors to attach braze on derailleurs, you know. Not expensive.

[martink]

My own recent experience
I wanted a Shimano chain quickly, found it on the Halfords web site stated to be available at my local branch so paid online for collection from store. The following is the timeline of events.

Monday 3 June
Ordered at price of £17.04.
Had 'phone call from branch to say it was not in stock but would be available Wednesday, I agreed to this.
Had text messages and Emails about booking a service and agreeing new charges of £24.99, which I did not.
Had Email saying it was ready to collect, quoting the original price.
Went onto Customer Service live chat and asked, "What is going on?"
Customer Services opened a case number to investigate, I said I would also drop into branch next day.

Tuesday 4 June
Went to store, they told me they would call when chain arrived.
Later had Emails saying order was cancelled and confirming value of refund.
Had another live chat to ask if cancelled order was the response to my case?
Told no, case still in progress. I said I would have to order chain elsewhere.
Ordered chain online from another retailer, paying extra for next day delivery.

Friday 7 June
Had 'phone call from branch to say chain was ready to collect, plus Email receipt for order.
I was tempted to say 'take a running jump' but stopped myself. Chains wear out, a spare is worth having.
Checked my credit card online, I was charged by Halfords on 3 June, no refund issued.

Tuesday 11 June
Dropped into branch today and collected chain.

The retail experience
The final eReceipts refer to Price Override and Reason: Store Manager Authorised.

The chain is still listed on the Halfords web as of now, price a penny cheaper at £17.03.
I have not had a response from Customer Services to my case, I doubt I ever will.

[ymfb]

I’m sorry they have let you down.

Apart from emergencies I would never use Halfords, they have disappointed me as long as I can remember and I’m 60!

[Psamathe]

I’m sorry they have let you down.

Apart from emergencies I would never use Halfords, they have disappointed me as long as I can remember and I’m 60!

Likewise. I wont use them any more after issues with a store purchase (entirely their fault and rectification entirely my responsibility).

Ian

[richardfm]

I use them in the following way.
Check item is in stock locally and check price.
Download discount voucher from CUK (other sources are available)
Go to store and purchase item.
Occasionally the in store price is more than the online price. When this happens I show them the online price and they match it, but won't give any more discount.

[TrevA]

I do use Halfords for consumables - gear and brake cables, brake shoes, tubes and tyres. Worth checking the online price as it’s often cheaper and they will match it in store. They will price match other retailers too. I recently bought a Cateye front light which they price matched and it was £10 off the advertised price. I wouldn’t trust their mechanics, but for tools, parts and accessories I’ve found them to be quite good and the convenience of being open later and for 7 days a week is also worthwhile, especially as the last of my local bike shops is due due to close its doors soon.