Halfords Retail receives a mixed response from customers, with a significant portion expressing dissatisfaction. While some reviewers highlight the helpfulness of staff members like Denis and Mohammed, who provide excellent service and product advice, many others report negative experiences.
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Complaints frequently mention unreliable service, such as receiving incorrect items through the click & collect system and poor customer support when issues arise. Customers also criticize the store atmosphere, citing unhelpful and rude staff interactions. Additionally, issues with product quality and misleading information on the website contribute to frustration. Overall, while there are commendable staff members and positive service moments, the prevailing sentiment reflects a struggle with consistency and customer care, leading to a predominantly negative impression.
1,711 customer reviewsLatest review over a year ago
Where the score comes from
Each source counts by its number of reviews. Only reviews written by people are scored.
Why sources differ: Sources agree: every scored source rates this company within 0.1 of the others.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
2.4
1,411
82%
2.4 / 5 overall
=
1,711 reviews across 2 scored sources
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Sep 2025.
Last 3 months
2.4
12-month avg
2.4
All-time
2.4
Category avg
4.2
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Apr 25
2.4
269
May 25
2.5
302
Jun 25
2.3
692
Jul 25
2.4
367
Aug 25
2.5
80
Sep 25
5.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 166 positive reviews
Customer service63%
104 mentions
Helpful support42%
69 mentions
Friendly staff25%
42 mentions
Fast & efficient15%
25 mentions
“Visited Halfords in Talbot Green, Llantrisant today to purchase a car seat”
On “Customer service” · Aug 30, 2025
Top complaintsof 330 negative reviews
Customer service52%
171 mentions
Payment issues21%
68 mentions
Refund19%
62 mentions
Cancellation15%
51 mentions
“managers on holiday, short staffed etc all I can say every time I have been into store there is never more than 2 or...”
On “Customer service” · Aug 31, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Vehicles & Transportation.
Overall rating and review count for this company and similar companies
I ordered an item online for pickup at their Redhill store.
Got a text saying it was ready for collection so I drove the 10 miles to their store only to be told that they couldn't find it.
I called customer services and complained. The guy I spoke to said he'd sent me a text and email but they never arrived.
I also told him I wanted the item delivered to my home at their expense as I wasn't going to do another 20 mile round trip.
All I got was an email acknowledgement that I'd complained.
So I sent an email repeating the complaint and asking them to cancel the order and refund my money.
All I had in reply to that was another text telling me the item was ready for collection.
Complete and utter incompetence.
Don't use halfords. Amazon has the same stuff cheaper and it gets delivered.
Jade at the Beverley store was awesome. She took a lot of time to run through my options for a roof box and bars and made sure I had the right information to make a decision. She was enthusiastic, friendly, knowledgeable and supportive and helped to get everything sorted and fitted in good time.
Visit to Bishopbriggs for a puncture repair. Guy in bike shop could not be more helpful. Gary sorted wheel and found a problem I didn’t know was there. Really friendly and professional. Credit to Halfords.
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My visit to have 2 front tyres changed was a farce. I arrived 10 minutes early as requested and gave all requested information to receptionist, including, most importantly, which tyres were to be replace. I was informed it would take 40 minutes. Walked over to another nearby shop to pass the time. After 10 minutes I received a call asking “which tyres need replacing”
This didn’t fill me with a lot of hope.
Then another 10 minutes pass ands i received another call asking “where’s the locking wheel nut?” So I tell them where it is.
Move on another 10 minutes, yet another call “can’t find it”
I decide to return to the workshop and get the locking wheel nut for them myself. I would just point out that at no stage when I was with the receptionist was this item mentioned.
When I got over there, one of the technicians I spoke to knew extactly where to find it.
I was then promised the tyres would be completed.
i decided to stay at Halfords in case there were any further problems. By now, my car should have been ready.
Then the fire alarm went off. No one appeared to know what to do. I asked if it was a test but no one knew, so I assumed it must be taken seriously. I asked what i should do and was told by the receptionist that he didn’t know, so I took myself off outside to wait. At no point was I spoken to by any member of staff to let me know what was happening. After some time, I went back in, with the alarm still going off to see what was going on. By this point my car was ready, the 40 minutes turning into 95 minutes.
The next morning I checked the tyre pressure as I was about to make a long journey and found the pressures were out by 4lbs. I corrected this and made regular stops to make sure there wasn’t a problem with the tyre itself. It seems the error was with the inflations of the tyre and not the tyre itself.
Now when I get back from my trip, I contact Halfords and am told that this experience is totally unacceptable and it will be looked into. After a few days I get an email from the branch basically telling me that I overreacted to the fire alarm, a 4lb difference in pressure is quite acceptable and that the delay was my own fault for not leaving the locking wheel nut on the front seat.
I have contacted customer service on two separate occasions since getting this email, and have had no response at all. Appalling customer service. I will never use them again and would recommend that you don’t use them.
I took my bike into the PRESTON Halfords bike department recently for a service.
I was seen by a Senior bike team member called Lee.
I was very impressed with his extensive knowledge about bikes and their safe running.
He took his time and ensured the safe alignment of the bike, following new brake application.
There were other issued that Lee attended to, which I wasn't aware of, the maintenance, ensured the safe running of the bike, which gave me peace of mind.
I have noticed the positive difference that this has had.
The the Preston bike team in Halfords are friendly, knowledgeable and efficient.
I shall be advising and recommending friends and family to take their bikes for any services needed. Ask for Lee!
Lee's professional manner, skilled competence is to be applauded.
I ordered a set of keys for a roof box we had, having lost the original set and due to head on holiday in the next few days. When I called into the store to collect them unfortunately had not arrived but a member of staff, Mark, was more than helpful and contacted the company issuing the keys and assured me he would get back in touch the next morning. He was absolutely true to his word and assured me the keys would arrive that day and he would contact me when they had done so. he did all this and went the extra mile to make sure we would get our keys before due to leave on holiday. The level of customer service was something that I have not seen in quite some time and well done to Bangor, Northern Ireland store for your professionalism, friendliness and efficiency it’s a big thumbs up from a very happy customer. Very refreshing to see this - will definitely be recommending Halfords, Bangor, Northern Ireland 👏
Booked a appointment on line for wheel alignment 11:30am . Only to be told by staff at Borehamwood that do not have the equipment to carry out work until after 3:pm. Which a time I could not make. Late in the the day received a phone call from Halfords,asking was I happy with there service. I explained fully what happened, and was told they look into it. This was over two days ago and still no call back. A terrible service combined with inpnet communication .
My order never arrived as scheduled. The South African customer service was utterly useless; I spent three frustrating hours on the phone chasing an update. They eventually provided a non-existent tracking number. It was only after I insisted on a refund that they finally shipped the item. Thankfully, I eventually secured a refund via PayPal and bought it from Screwfix who delivered it in less than 24hours. Halfords clearly isn't equipped for e-commerce. They should focus on their retail stores and stop wasting online customers' time with phantom 'deals' that never materialise. This area of business should be left to the professionals
Excellent service from Jack at Huddersfield Halfords
I felt compelled to get in contact to highlight one of your team members at your Huddersfield Halfords store.
.
On both Friday 11 and Wednesday 24 July, I was served by a young assistant called Jack. I actually asked him for his name because I felt it was important to pass on how helpful and professional he was.
Jack was extremely polite, very sincere, and genuinely couldn’t do enough for me. He made every effort to be thorough, patient, and friendly throughout. Despite the store being fairly busy at the time, he seemed completely on top of things and handled everything calmly and confidently.
It’s not often you come across someone that stands out quite like that, and I really think he deserves some recognition for how he carries himself. I don’t usually leave feedback, but in this case, I felt it was well worth saying something.
If there’s any kind of employee recognition scheme, I’d certainly suggest Jack for it. He left a very strong impression.
Kind Regards
Jason.
The worst customer services I have ever encountered.
If I could give it zero stars I would.
They all have attitudes and no one wants to help track down your missing parcel. Do yourself a favour go into store or use someone else. This online customer service is beyond useless, they have a team that apparently can't speak to anyone over the phone and can only receive messages. Things get escalated to priority, but still 10 days later have not been in touch!
Seriously lacking the skills and knowledge required to carry out the services they advertise
Visited the Chesterfield retail store to have a car battery changed; after an extremely uncomfortable to watch 10 minutes of the employee visibly struggling as he took various elements of my car apart, a conclusion was reached that he had no idea how to remove the old battery. It is really concerning that they didnt see the risk associated with 'having a go', taking on the task without the required skills and knowledge. As a result of this inability to deliver what they had promised, they sold me the battery as click and collect and advised me to take it to the halfords autocentre at the other side of town to be fitted. I drove straight there, left the car with them as advised only to return 30 minutes later to find that halfords retail had sold me the wrong battery. Because they are 'seperate' businesses, i had to go back to the retail store to have this error put right before returning to the autocentre. From start to finish, getting my battery changed took around 5 hours and used approx 25 miles worth of petrol. The store could not care less about the inconvenience they had caused (although the autocentre were absolutely fantastic) so I raised a complaint with the 'customer care' team. 2 weeks on, and having made 2 follow up calls during which I was told my case had been escalated, I am yet to receive even an acknowledgement or apology, let alone a resolution. Ignore complaints and they will go away seems to be their strategy. Many thanks to the brilliant Autocentre for going out of their way to help me, but as for the retail side, never again!!
Lazy, rude and unpleasant staff. Never again. I bought my goods at a different business and I advise all people to avoid this store group. Absolutely shocking. Not the place for respectable people to go for any advice or do any shopping. Avoid.
I popped in the Crewe store on the retail park twice today. Both times I was served by a young man called Seedy. What a very polite young man he was , he treated me with genuine respect which is very rare these days. He advised me on steering locks for my car in a very professional friendly manner which is just what I needed.
Regards Neil Fallows
Poor experoence. Very unhelpful and unpleasant staff in the cycle section
Not returming to Halfords.
Spoke to manager too, ' so sorry' and bye bye. It was clearly not the right shop to enter for respectable persons who wanted to shop.
Order a mobile tyre replacement, time slot selected, tyre paid for, received confirmation email. On the day received an sms to say they had tried to contact me, yet no one had called. I called to check on the booking and was told it was canceled that morning.
I rebooked for the following day, had a confirmation email, had another sms, so called straight away. They confirmed an exact time for the appointment. 30 minutes later had another sms, called again to be told the job was cancelled that morning again. The best they could offer was another slot 3 days later. asked for a complain t to be raised twice, but haven't had any contact yet! Useless!
Yesterday I searched their website for a new car battery, using my registration number. I selected one of the suggestions and went to the Aintree, Liverpool store to get it fitted.
Part-way through doing the work the fitter went back into the shop, and I expected him to return shortly. However, after a considerable wait he had still not returned so I went in to find him. He was serving other customers! I had to continue waiting till he got back to me, a total wait of perhaps half an hour!
It turned out that the battery was not the right size for my car! The existing battery is 207mm long, but their search results were 242mm long.
The fitter simply put my old battery back instead of trying to find a correct battery. And not even an apology!
On top of that, it is impossible to complain through their website.
I placed an order at Sunbury branch for engine oil - click and collect, within in an hours time i got a call from the store they dont have product in stock and I'll have to cancel my order and re-order to collect from Staines branch. This is not the first time this is happening with this branch last time I visited the sunbury branch to collect order after 5 hours and they asked to take refund.
I ordered oil for £39.10 with a £5 discount at sunbury - cancelled ordered and now ordering in staines i am not getting £5 discount and i have to go drive 15miles back and forth to collect.
sunbury branch dont have a contact number as well, even on cancelling order it went on a pending cancellation thing and after 4 hours they confirmed cancellation.
Funny bit is it still shows on the webpage they have 1 left in stock - collect in 1 hour - what an absolute joke.
Chatham, Kent - the sales staff are always lovely, polite and professional every time I have visited. I took my car in for a simple bulb change. Upon reflection, I should have watched the you tube video and done it myself. After a VERY long wait a young girl came over with her iPad and stood for an age researching how to do it. She finally picked up a screwdriver and started trying to remove the rear light. The screw was tight and she started rounding it off. She recognised this and stopped. “The last person to remove this hasn’t put the screw back in correctly, you need to take it to a garage”. I drove away very disappointed. Back at home my husband took out the CORRECT size screwdriver and changed the bulb in about 3 minutes. Halfords need to stop employing people who have no idea what they are doing…
Went to get brake light bulbs replaced but it turned out to be a bit more complicated than expected. Owen from Halfords Malvern who was taking care of it went above and beyond to make it all work correctly. Super highly recommended !
Website needs improving. loads 12 items at a time and takes ages to load each page... once again, I gave up and shopped somewhere else. It was not a pleasant shopping experience at all.
