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| Halfords | I recently purchased a bike from the St.Pauls Bikehut on my company's Cycle2work scheme and with regret, have been entirely let down by the customer service of Halfords. First, when browsing for a bike I visited both the Wandsworth Halfords and the St.Pauls Bikehut on two occasions - not once did a member of staff offer me any assistance, which was almost enough to make me not buy from Halfords but as I wanted to purchase a Boardman Bike I had little choice. When I finally went into the St.Pauls Bikehut to purchase the bike on Thursday 17th June, a member of staff only asked if I wanted any assistance once I had placed three items on the counter. I was told I would have a two week wait (max) for my road shoes as they were out. The staff member informed me the bike would need to be delivered to the store; as I was on holiday from Saturday 19th June to Saturday 26th June, I asked if it would be possible to collect the bike on Sunday 27th June. I was told this would not be a problem but when I returned from holiday and called (26/06/10) to check my bike had arrived and was available for collect on the 27th, I was told the store did not open on a Sunday and no one would have taken a collection date for this day. When I complained about this, the member of staff (Andrew Turner) became increasingly rude. I then asked if I would be able to collect it that afternoon instead and he said this would be fine but he would check the bike had been safety checked - when he returned on the phone he had obviously seen he was the staff member who had taken the order and became very sheepish and apologetic (after he had been incredibly rude!). He then went on to tell me I couldn't collect my bike because it had not been delivered to the store yet - because he manager was out of the shop on the Friday and no one had arranged the bike collection in the managers absence. I agreed to collect my bike the following Thursday (24/06/10) and called prior to leaving Canary Wharf to ensure the bike was there along with all the accessories (bar the road shoes) - I was told everything was in order. When I arrived, the accessories (pedals etc) I have purchased had not been fitted and as I could not wait for them to be fitted then and there, I had to return to the store that evening to collect my bike, which was extremely inconvenient at the time. I was told that my shoes would arrive within 10 days and they would call me as soon as they arrived - two weeks later, I had not heard anything and so called the shop and was told the supplier was still out of stock but they were expecting them within 7 days. Therefore I waited another two weeks - nothing. I decided to call the store today (23/07/2010) to find out what was going on and was forwarded to the Old Street Bikehut to be informed that the St.Pauls store had closed and all orders had been transferred to them. I was told the St.Pauls store attempted to contact all of their outstanding orders to inform them on the change, but I did not received any such call or any voicemail / letter explaining the situation. The manager was very apologetic but said the order hadn't been moved to their store but if he couldn't locate the whereabouts of my shoes, then he would order another pair. I am sure you will agree this whole ordeal has been unnecessarily protracted and has highlighted poor customer service on more than one occasion.  paddyfree at 23rd Jul 2010, 12:37PM |
