Halfords Retail
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Terrible customer service - no online help - if I could give zero I would
I was attempting to order bikes online. The website wasn't working. It kept asking me if I wanted finance to apply to klarna which I did, then asking me to apply over again. I was in the position where I had successfully set up finance with klarna but Halford website left me unable to actually compete the order I had finance for. I'd be paying for bikes that never arrived. I called halfords customer service. They advised to call klarna and cancel the finance, which I accepted I needed to do, but I asked the agent how to place the order for the bikes as still I couldn't get the website to work. The agent kept referring to klarna, didn't ask questions or listen about my problem actually being halfords website. I asked for a complaint to be created and received and email stating that they'd contact me in 48 hours. The problem you have as a halfords customer is that all these orders have to be done online. You can't get in store help. I called klarna who recitifed their side easily. Later that same day I found that actually the issue was halfords website doesn't work on some apple products. When I switched to android I could place my order. This should have been something the online help agent could have helped me recognise had they remotely tried. Customer complaints didn't call but sent an email 7 days later stating they'd spoken to the agent and I had to call klarna. No discussion with me. They said if there was anything else I as the customer after waiting a week needed to call or email them. I had to reply pointing out what the actual problem and it's solution that I ahd to find myself was. I noted that they'd have lost a sale and while that alone may not be a big deal to them if that kjdna thing happens for every customer it risks putting retail out of business and in turn the call centre staff they employ. Halfords customer and complaints agents need better customer service training and more training on their online products instead ad of avoiding responsaibility and helping customers. Anyone who struggles more with technology would have struggled even more. Disappointed that an initial bad experience was compounded with a worse than less than adequate response from Complaints.