Halfords Retail
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Case reference 26591591,
I must express my frustration with Halfords’ customer service. I contacted them several times regarding an order, and on every occasion (except the most recent), I was told it had been cancelled and couldn’t be delivered to my address. I was assured a refund would be issued within 3–4 working days. Weeks have passed, and no refund has been received. Today I was suddenly told the order did go through and is now “with the back office” – completely different from what I was previously told. This repeated misinformation has caused me unnecessary stress and negatively affected my mental health. I feel completely misled and let down. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – Regulation 16, customers are entitled to accurate information and a prompt refund when goods are not received. This has not been upheld in my case. I hope Halfords resolves this urgently, but I’m very disappointed with the overall experience.