Address: 7 Beverley Way, New Malden, KT3 4PH, United Kingdom
Rating: 4.3
based on 283 reviews.
Staff Service
Pros:
"Was dealt with by Chris (Manager). He and all his other colleagues were friendly and helpful."
"I went to buy a bike for my daughter and was served by Oliver who was absolutely fantastic."
"The chap that helped me was called Syon and he was amazing!"
"Really great and efficient service! Went for a bike service which was excellent and thorough."
"Outstanding service from an outstanding individual, Syon."
"Dave who repaired my bike was very friendly and helpful and I was very happy with the repairs done."
"Really professional and helpful! Oliver was nice and gave good advice regarding the bike to purchase for our son."
Cons:
"The staff in the bike section are rude and arrogant and give the impression they own the place."
"This is the reality: they don't want to repair my bike."
"Despite repeated promises to keep me informed, I only ever get information on repairs etc when I have chased the staff."
"Went to change cars head lights... Not good experience as first time customer."
"Can't phone your store - get diverted to a useless call centre in South Africa!"
"Halfords online experience was good... However, when I went into the store to collect the item, the store assistants assisting me were rather cold and rude."
"I spoke to a woman named Jess who was very unhelpful, from a safety point of view Halfords refused to do anything to help resolve my issue."
Product and Service Quality
Pros:
"Straight forward process. I bought the AGM start-stop battery with the 'weFit' while you wait service."
"The mechanic at New Malden Halfords inspected the bike and the bottom bracket was indeed broken and it was replaced within the hour and under warranty."
"Excellent service and thank you to the mechanic who did a great job, Vlad(?)."
"We received excellent service from John. He not only replaced the car's light bulbs but took a lot of time and trouble to make sure they worked and tested the other lights."
"Needed a rear brake light for my car. Halfords New Malden were quick & efficient in supplying & fitting it for me."
"Had a brilliant experience here today with the bike team. They gave me honest, impartial advice on a bike I had bought secondhand as a replacement for my daughter’s stolen one."
"I booked an appointment to fit a new chain on my old bicycle. They not only fit the chain but fixed both brakes with few extra pounds."
Cons:
"I bought a bike, when i arrived home and started building it I realised that there was a missing pedal."
"The website said it’s in stock for my specific location, but later got the call said the adaptor not yet arrival till Fri, but the sticker ready to pickup."
"The back brake cable just popped out. It was not checked and this was very dangerous - could have been a nasty accident."
"Picked up the bike and noticed that the handle bars were not fitted correctly as I was leaving the store."
"Today i take the bike to work, on the way back home the peddle fell off and nearly cause accident on the road."
"We waited 45 minutes for it to be completed. It was clearly rushed through."
"Poor experience. Despite having paid for the Bike Build service for a kid’s the staff did a poor job of properly assembling the bike."
Customer Support and Communication
Pros:
"Great experience at Halfords, team went above and beyond to rescue my bike and week!"
"I feel very reassured that there is somewhere I can go when I need help that is always dependable."
"Every time I visit Halfords in New Malden I have always had a great experience. Staff are friendly and helpful with knowledge of anything they might be asked to help with."
"Without asking any questions whether I bought from Halford staff fixed it for free even though I offered and was willing to pay for it."
"I was impressed by the young team who made everything easy in a polite and informative manner."
"Patient, respectful and helpful staff there."
"Lovely staff who strive to keep the customer happy."
Cons:
"The whole experience is very frustrating and torture-like but I don't necessarily blame the staffs, in fact they were quite friendly and apologetic at times, it's the training and management that has failed and they need to have a hard look at themselves."
"I was at this halfords fitting a dash cam also done a car check by one of the guys in there... Disappointed with the service at this particular location."
"The staff at the store are amazing BUT the process to arrange bike repairs is ridiculous."
"I am now losing £300 a day for work and was told yesterday this would get sorted and they would give me a van until they fixed mine and no one has called me back."
"The assistant manager who couldn’t authorise anything despite being in contact with the manager via phone."
"I have been trying to get a voucher or refund since June, but every time I call I am told the manager is out and only he can make that decision."
"I left the store with no bike, no new delivery date, no refund/compensation and no one to speak to."