Halfords Retail
Read all reviews for Halfords Retail →
Customer service nightmare
What a nightmare of dealing with your customer service. I've had plenty of not so great experiences that I usually just brush off as it happens, but none as dreadful as this. I bought a pendleton bike on the sale with the sizing recommended on your website, as I was in between sizes I went for the larger bike as I usually prefer to be taller. Nope, way too big for my size so the sizing was innaccurate to begin with. Alright, I guess maybe I can exchange it for the smaller frame.. out of stock, oh well I guess. Figured I'd just order it in a different colour for the full price, not great but not the end of the world, although my bank account and budget is very displeased. Try and arrange a return, customer service assistant runs me around in circles insisting I have to return it to the store in its original box, which cannot fit in my car (which is why I delivered in the first place!). I can fit the bike in just fine, but the box is as big as the actual car so impossible. After about three times of telling him that I can't fit it in my car and him telling me I have to, he says he'll pass on my issue to someone else. I ask why? Would they not just tell me the same thing with an extra 48 hour wait? Tells me to check my refund policy... Okay, I do, it tells me to contact customer service (which is him). It also tells me there is a collection service! He admits there is one, and can push my issue onto that team and that's what he was trying to say earlier (it was not clear AT ALL, I reread it a few times and did not get that understanding. I'm sure there's transcripts you can check for this). Your customer service needs better communication, It should not take me half an hour and an additional 48 hours to arrange a return collection. Or make it easier on us and let us return it without the box (who has a car that can fit that box?) as that would not be an issue for most. So now I have to get an £160 extra bike because your sizing wasn't clear, and pay an additional £40 to return the initial bike. £200 over my initial budget and I don't even know if the bike is worth it yet. I will be avoiding you and letting everyone know to as well. Go to your local stores instead. Or literally anywhere else if you can help it.