Absolute nightmare - keep away!

I was quoted a replacement Battery for for my car on-line by National Tyres (1st Battery - Napa StartStop AGM Battery) on 24th December

I was then told me by email (below) that I needed a different Battery (2nd Battery Halfords EFB100 StartStop Car Battery 5 Year Guarantee) and fitting was arranged for 30th December.

But the fitter who came to my house said the 2nd Battery did not fit and I needed an EFB027 Battery (3rd Battery also StopStart with a 5 year warranty) that is now scheduled for Thursday 2nd Jan

But Halfords have now cancelled this order (below - again) as they now claim to be unable to deliver any of the 3 Batteries their OWN COLLEAGUES/WEB SITES have recommended. They claim that...

"National tyres don't carry out a mobile battery service this would be carried out with one of our Halfords technicians, unfortunately, Halfords cannot supply the Battery you have requested as they are only supplied through National Tyres"... is just utter gibberish. National Tyres and Halfords are the same company and the 3rd battery was recommended by their fitter who came today.

The Halfords group are clearly unfit to be trading in this space

You couldn't make it up

From: National Tyres and Autocare
Sent: Monday, December 30,2024 11:47 AM
To: BB
Subject: Your order with National Tyres and Autocare

Dear BB,

National tyres don't carry out a mobile battery service this would be carried out with one of our Halfords technicians, unfortunately, Halfords cannot supply the Battery you have requested as they are only supplied through National Tyres, Therefore, on this occasion we would have to cancel your order and a full refund will be issued I do apologise for any inconvenience caused.
Your order reference is *******

Many thanks

National Tyres and Autocare

From: National Tyres and Autocare
Sent: Tuesday, December 24,2024 1:37 PM
To: BB
Subject: Your order with National Tyres and Autocare

Dear BB,
National tyres don't carry out a mobile battery service this would be carried out with one of our Halfords technicians. Unfortunately, the battery you have ordered is unavailable, however, we do have an alternative: (Halfords EFB100 Start Stop Car Battery 5 Year Guarantee), this is available for the same price and fitting date requested.
If you are happy to accept this, you don't need to do anything further. If not you can contact us on *******259 to discuss this order further. Our contact centre opening times: Monday – Friday, 8.30am – 6pm, Saturday - 8.30am – 6pm.

Your order reference is *******

Many thanks
National Tyres

Halfords know I am autistic and have mental health struggles on top due to trauma, hence the reason a bicycle was so critical to my well being. However for more than one year they have left my complaints unresolved and it is still dragging on to this day. I first complained officially on 21 June 2022, it is now 25 September 2023 and still not resolved.

I purchased a bicycle from them and the moment I got it there was a weird clicking noise. I then kept having problems but their mechanical staff further messed it up with botched repairs 3 more times.

The manager of my now closed local store Dagenham Merrilands was terrible and declined to put it right, in which I asked for a refund. I was then fobbed off repeatedly by their complaints team that a regional manager would be in touch.

This went on all last year into this year. I had to scrap that bike in the end as it was unusable, I had to plod along for months upon months with that faulty bike. I have been robbed of money and use of bike and have no bike now.

To do this to a healthy customer is bad enough but to do it to an autistic person with health problems who cannot drive and relied on a bike for mental relief is truly cruel. What the hell is wrong with this company? I offered proof of everything including my disability, health problems and trauma events.

I have called customer services, tried online chat, sent numerous emails but still nothing. The customer services team pass internally to complaints but even they apparently cannot contact them direct other than internal message. The complaints team then fob off that regional manager will contact me, heard it more than a dozen times.

Disgusting company, you know who I am so do not bother with standard response to this that you are disappointed with my experience and to contact customer services as I have done this repeatedly. It is an unaccountable loop that openly robs and discriminates against disabled and vulnerable people. Maybe they think we cannot fight back that is why they try their luck? I gave them a chance for a long time to put this right before this review, should have done it last year. Crooks.

Case reference *******
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UPDATE 1: Ffion on Halfords Head Office review I left on Google claims I had contact 'last few days'. I did my upteenth call a week ago, was told I would get a call back 'within 24 hours'. Never happened. After few days I tried online chat, apparently they could do nothing. So I called customer services yet again, heard same crap I have for well over a year. Then get email, I respond, nothing since. Then we get Ffion wheeled out on reviews page to save face and appear concerned and that things are in motion. Ffion as a face of this robbing, disability discriminating company, why are you not in direct contact with the most senior people?

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UPDATE 2: I have been offered a £30 voucher for a loss of hundreds of pounds, complaining since June 2022 and for contempt and dismissal of me as a disabled person! What planet are this company on? Utter disgrace. This needs to be put right or next stage will be 24 hour a day protest outside their UK head office and broadcast across all social media platforms. This is not just about me now but how they are clearly robbing and treating disabled people. I will have to become a voice for their disabled victims. Hopefully they will not under estimate me as I defeated a major public authority for the same. Up to you Halfords…..

My car went for a service and MOT service part of emac, my car failed mot with advisories which I got rectified and was happy at this piont, the problem arose after, the car was never serviced as I marked the parts all the liquid was not topped up no lubricant on battery terminals or hinges or doors, the only thing which was done was the reset on my car to say it was done unfortunately not, the assistant manager was who I dealt with who no longer works there, I went to another garage as there was vibration when breaking, the front discs were warped and pads where worn, halfords never picked up on this my numberplate light was out, not a mention on advisorie, I've made a complaint as I'm deeply concerned as what a waste of money and things not being found which would and should have, the centre manager Darren phoned me and I was initially happy but then it seemed I struggled to explain myself as I couldn't get a word in, and it felt like they were starting to protect themselves rather than let's get this sorted, and I felt a disbelief of him on me, I'm not after a refund only the work too be done, I had to end the call saying I wish to speak to regional manager and I'm going to end this call, I've always trusted halfords previously other branches but unfortunately it closed so I used the swansea branch as I was always happy before, I won't ever use them again nor recommend, I really wish I stayed with my car to watch them, I did mark the parts though which wasn't changed so I knew they hadn't, I cleaned the engine before it went there not a fingerprint after the service,, I've removed some oil myself and its black sludge but the manager on the phone Darren was saying we'll we drain via the sump not syphon it from under bonnet, that's fine but the piont is they never done anything, I hope people look at this and consider where they go, a total utter disgrace and I'm horrified they can let this happen,

What a horrible horrible brand. Took bike in for a full silver service to the Chiswick store. Not holding my breath because last time they serviced it the gears didn't work properly. So obviously not checked. This time as soon as out on the street I can tell the gears aren't working correctly for a second time!

The next day I take it somewhere else to get the gears tuned properly, and they say they can't believe what they've done. There are loose nuts on my rear derailer and it's bent. Unbelievable safety issue here. Halfords also put a brand new chain on, but they hadn't even put the chain clip on the right way. The second shop corrected this for me.

I could have taken the bike back but what's the point? I've had a new derailer fitted by the new shop, I dont have the energy to argue with Halfords. The people there don't know what they are doing. Shan't be back, that is for sure.

Update: (22-02-2023).
Halfords has been in contact to ask for my details so they can contact me. I provided them immediately thinking I would have a constructive conversation. Ten days go by and still no word. Still a very poor company I take it?

Update: (09-03-2023)
Received a phone call from Magit on the 24th of Feb about what is contained above, not sure if that is his first name or last name because he refused to let me know how to address him. He told me he is the manager at Halfords, the Chiswick branch, and he wanted to discuss the issues I have been having.

I said I am glad you have phoned because I wanted to discuss the damage my bike received during the service mentioned above. And was willing to talk about the other issues I have experienced. I noticed the damage when I first got the bike home after Halfords Silver Service, but forgot to mention it above. This is the service that is the second most expensive service and is carried out once a year. The one where you don't expect to have issues like I have been having, at Halfords, the Chiswick branch.

During the service the amateur bike mechanic at Halfords, Chiswick branch, has rounded the inside of my front axle bolt and all the thread had been taken off. I have a photo of this if requested. For comparison, I have another image of the very same part of my bike, from when I first got it in 2022 and realised there was a scratch above where it says Torque. Another issue discussed elsewhere. Again I provide both of these images.

Anyway, Magit? And I made an agreement that he would be in store at 2pm on the 9th of March. He said he would put the appointment in his calendar because he was concerned about how I had been treated at his store in Chiswick. He said he would phone me or email me if there were any problems with this, and I said I would do the same.
He wanted to get to the bottom of why my bike had been damaged. He said he wanted to check the condition of the bolt that had been damaged when I had brought it in for a service.

Today, the 9th of March, the day Magit and I are supposed to meet, I spend half an hour travelling out of my work day to Halfords and arrive five minutes early. At the Halfords Chiswick branch, where Magit is the store manager, I ask one of the staff if he is available and they tell me he is on leave.

Obviously Magit, the manager at Halfords Chiswick isn't interested in solving the problems I have had at his branch and thinks me wasting my time is something I don't mind doing.

The bottom line here, at Halfords, is they have sold me a bike with a scratch on it, and then proceed to continue to damage my bike when it is brought in for a service. Not including all the other things that have happened, see above. I'm continued to be shocked when I think about the brand Halfords and how big it is, but how terrible they are at providing safe bikes, let alone customer service. I'm equally dismayed about how Chris Boardman must continue to feel that his name is on a lot of the bikes sold at these incompetent shops.
I will await your call Magit, manager, at Halfords, Chiswick branch.
A brand given the opportunity to make things right and they still cant even provide that.

Still a horrible horrible brand.

On Monday 5/09/2022 I took my car to Halfords Autocentre Unit 3 Praetorian Place RH1 2LH

The person who took care of this service, Andy, made incorrect judgements, failed the MOT and deliberately tried to overcharge me for work that wasn't needed.

When he called me the first time, he mentioned that some work in regards to the front lights needs to be done.
The price he asked for was around £64 and I told him to go ahead if that was needed for the MOT pass.
However, I was going to ask for a full report and explanation when picking my car up.

After a while, he called me again and started to tell me a story about the main light on the left.
In his opinion, because of an incorrect beam caused by some unexplainable excessive damage, the whole unit has to be changed and it would cost me £300.
He emphasised that my car won't pass the MOT without that work.
I was shocked and felt that he was trying to take advantage of me.

Luckily I used discernment and refused his recommendation.
He tried to persuade me but I refused to give in, ended the conversation and went to the garage to pick up my car.

On my arrival, I politely asked him to call his manager or the person in charge.
He appointed himself and once again used persuasion to convince me that what he offered on the phone was the right decision, as he tried 'everything' to fix the issue.
He also mentioned that there was a language barrier between us on the phone and maybe that's why I didn't understand what he meant.
Hmmmmm! That was not at all the case.

In an attempt to be friendly, he asked me of my origins and complimented me on my beautiful accent.
I had to politely point out that practicing bigotry and prejudice is unacceptable to which he was very apologetic, saying that he would never act in such manner. However, his demeanour and mannerism were revealing the opposite.

I picked up my car and took it to a different garage for a quick inspection, where my doubts were confirmed.
He made incorrect statements on a report that isn't even signed and tried to overcharge me for a light that works perfectly fine.
As I went back to ask for the appeal form, Chris, Andy's colleague tried to invent another story about the light unit they wanted to change and overcharge me for. I ended the conversation, picked up the form and left.

The whole situation is causing me stress as I'm wasting time and money. The MOT for my car was supposed to be an easy and straight forward service, however it became an unnecessary drama.

This type of people have to be stoped as they try to intimidate and take advantage of women and vulnerable people.
What they do is disgraceful.

Sincerely
Mihaela

A little about myself.
I had a nervous breakdown a few years ago and find it difficult talking to people i don't know - and can not handle any kind of confrontation. My experience with Halfords has exacerbated my problems, I only hope a solution can be found without any additional stress.

After purchasing a nearly new car, I decided to help protect it by having a dashcam with a rear camera installed. Reading reviews I decided to go with a Nextbase 522GW and began looking at prices.
Halfords had a deal where the price of the front and rear cameras installed was on offer, and having used our local Halfords garage for our MOT, and getting great service for years, decided to go ahead.

On the day of the installation it was raining extremely hard, but after entering the store I could see the same gazebo that was shown on the installation video online, and so was not concerned.
After speaking to the assistant behind the counter, he asked to look at the car, said that there would be no problem and took the keys - he said it would take about 90 minutes so my wife and I walked to the local shops.

After about 95 minutes we walked back to Halfords and was immediately concerned that the gazebo had not been used. We waited in the store for a further 30 minutes for the installer to finish, and into the store he came in a dirty oil stained coat that he had wore inside my new car! I asked why the gazebo had not been used and he replied "it is broken", I then asked why he had not mentioned this when we first arrived and he said "i didnt think it was going to rain so hard" - it was raining heavily when we first arrived!

He then grabbed a small cloth from behind the till and made a laughable attempt to dry the car, moving the water around a little. I asked if there were any problems, he said "no, it was easy". But on opening the car up it was apparent that he had issues with the rear camera, it being installed in a bodged fashion with the cable badly routed disturbing the roof lining, the plastic trim over the rear window, and having a large amount of wire hanging down in front of the window. The camera was also installed very low in the middle of the window rather then at the top.

We went into the store, purchased a towel to dry the seats so we could sit in them, drove home and immediately got in touch with Halfords through their live chat feature.

I explained the issues we had to the first person who answered the chat - and they hung up... I tried again.
I explained the issues to the second person, who also hung up... I tried again.
The third person actually stayed online after me explaining the issues, and was very helpful, and sympathetic to our concerns. They escalated the complaint and told me a store investigation would take place. At first I was hesitant to have any more dealings with the Rochdale branch but was assured that the investigation was necessary to further our complaint, I agreed that the branch manager could call us in 24-48 hours time. The online agent agreed I could remove the rear camera as it was installed in a terrible location.

I opened the hatchback of my car and the plastic trim which had the wire passing under it fell off! At least this made removing the camera easy.

I have photographs of everything I have listed above, and a transcript of my online chat. The car now needs valeting, and has no rear camera, we have paid for an install that was worse than I could have done myself, (a 2 minute search online found a video showing the correct routing for my car when installing a rear camera), and bought a towel we shouldn't need to dry my car.

4 days later we have not received a call from Halfords.

I will update this review as things progress.

Before buying a bike for my daughter as a birthday gift back in the first week of June 2020, I spoke and chatted with 3 of their staff who all recommended that I get a 12inch bike. As the experts, I followed their recommendations and was all excited. Needless to say that the bike arrived damaged (definitely not by the courier) and it was very small even though I told them its for a 110cm kid. The exchange guy requested photos which I sent, they were collected and I happily kept the accessories as I knew I'd get another bike.

I went on to order another and was met with system of which I was told its best I create another account since the previous returns was not finalised. I patiently waited and spent that time brushing on my bike knowledge. Customer care advised that it's best I go in store and purchase the bike which I can have straight away, which I clarified about stocks as they were widely publicised of low stocks but I was assured I'd get one.

Took 2 buses of over an hour's journey in the rain with my 2 preschoolers and had to queue for about 4 hours because twice I lost my spot as my daughter needed to pee, then I also had to feed her and my baby. It was an extremely stressful day but persevered. Finally went in to the shop in Tottenham and staff were very unhelpful, avoiding me like a plague as I tried to get assistance and yes I did have full protective gear on. With no success on getting assistance, I thought I'd get my daughter to just try some of the bikes and that'll determine right size and we can buy. To my disappointment, there were only 2 kids bikes available and both were locked with no way to try them. As my daughter touched the pink one, a girl yelled "don't touch any bike". I kept my cool and explained my situation but she didn't seem to care much about why I was sent in store. She won't even entertain doing the height, so I did it and then she said "get her a 16inch bike". I pleaded with her to give me 2mins to explain my query and she said they were very busy but reluctantly listened. She insisted I go online and raise queries with online team. I was overwhelmed and got emotional with frustration, so left the shop.

It took me a while to get things back on then I placed another online order, but this time I picked collection from Mile End as it was meant to be ready within 2days and other shops were showing about 5-7days. Long story short, the Manager from the Mile End shop rudely rang me and said the bike I ordered was out of stock and I need to pay extra £70 to get a different but same brand. I argued that the bike was in stock when I ordered it and as such it shouldn't be my fault. He argued that the bike should never have been on the website as its a discontinued product, so I told him I ordered what was on the site. When I asked which other branch might have it, he said somewhere up North and I told him surely they can arrange it. He rudely interrupted me and said if I'm not paying extra then there's nothing they can do and I told him I won't pay extra as its not my fault, I don't need a refund but I need the bike. He told me to deal with customer service and hung up. Explained what had happened to customer care and logged complaint all on August 6th. Communications never came through and nor did the return calls happen, so I was left chasing my query every week for several weeks. Not once did I get the promised call from the Mile End branch manager nor from the complaints team then suddenly on September 19th, I got a notification of my refund. I was furious that Halfords can treat its customers this way since June 4th and my child still don't have a bike. This left me so down as I was already feeling down and just felt drained as I've pursued this issue so much but Halfords never for once acknowledged their mistake and never apologised.

As you can see, I've been put through hell and back and not once was I rude as I stayed calm all through to keep my sanity. Until this very moment, I still have my child asking me for her birthday bike and how can I explain to a 4year old that Halfords don't think she should own a bike?