Halfords - Guildford Reviews Summary

Customer Service

Pros:

• "The staff immediately asked if I needed any help and one member even came with me to select the product."
• "Peregrine helped us from start to finish, brilliant service and he gave great advice and demonstration with the car seat."
• "Carlo at the Guildford lady mead branch was brilliant and also told me about a free check he could do to make sure everything would be ready for my MOT."
• "I popped into Halfords to purchase a booster seat for my grand daughter. On talking to Luke he talked me through the best seat to get for her and at a reasonable price."
• "Came in with a damaged back wheel from coming off. Dan the man saw me straight away, was knowledgeable and experienced with bikes and maintenance aspects."
• "Just had a dash cam fitted, the most helpful staff out going, from fitting to when I popped back to get camera connected to my phone."
• "Thank you Joe to help me in fitting the dash cam. He is professional, polite and fast."

Cons:

• "They had no record on their system."
• "Found everything we were looking for. Poor rating due to poor customer service."
• "I'd give it none if I could after my short experience this morning. Not sure what was wrong with the three guys working this morning but all of them seemed to be in a mood and determined not to answer a simple question."
• "Either the technician was incompetent, or he was trying to get me to spend extra money on unnecessary repairs."
• "Very poor service. Had to wait 30 min despite booking a time for my bike service. The technician did a very basic check and told me I needed a new chain and cassette but they were out of stock of these components."
• "No receipt ever received for goods purchased. Was informed it would be emailed, but never was."
• "It's a total fraud."

Product Availability and Stock Management

Pros:

• "Collected a bike that id ordered on line, bike was ready on time, communication was very good."
• "Everything was perfect, well fitted expert advice good service."
• "Great service, recommend!"
• "We received a very warm welcome and first class service from all the staff we met."
• "Great customer service, knowledgeable Team."
• "The girl on the till helped me with the transaction with a smile!"
• "I went to Halfords to get some new wiper blades for my car. The employee looked up my car, found the right blades, fetched them for me and then offered to fit them immediately."

Cons:

• "Tried to book a pre-paid service for my push-bike at my local branch 1 mile from home and couldn't because it's closing. So, need to book 7 miles from my home here."
• "I place an order on Friday afternoon, the website said its in stock and my item was being picked. I received a message on Tuesday saying its ready for collection. I'm so glad I didn't make the wasted trip on Friday, no phone call to say not in stock."
• "Was all good when choosing the new bike for my adult daughter. I paid in full for everything and was told it would be ready the next day at 11am. We arrived the next day at 11am to be told by a staff member that he was halfway through assembling the bike and could we come back in an hour."
• "Purchased an emergency drivers side wing mirror as my own fell off on a journey to Guildford, using my number plate to identify the correct fit. Guess what ... it didn't fit and broke whilst trying to install."
• "Ordered replacement glass for wing mirror. Not in stock but received a v helpful phone call to say item ordered and would be ready to pick up this morning. However arrived to pick it up this afternoon and staff initially couldn’t find it."
• "Ordered and paid for a rear windscreen blade with promise that it'd be with the store within 2 days and that they'd call me to confirm it had arrived. Still waiting for the call."
• "No stars. Said in stock online. I waited 20 plus minutes to be served, the line was massive and the poor guy on his own trying his best was let down by lack of management and a terrible stock taking online app."

Staff Attitude and Professionalism

Pros:

• "I was trying to drag some information from a very reluctant staff member when a delightful young man came to my rescue - his name was Peregrine."
• "Chris was lovely changed my front head light. Not patronising."
• "Had 2 headlights fitted. While still in the car park the car immobilized itself- no electrics working & car wouldn’t start. Staff were amazingly helpful & reset the computer."
• "Your mechanic is a GEM. I went to pick up a click and collect, and asked the guy who brought me it what tool I’d need to tighten my door strap. HE CAME OUT AND DID IT FOR ME."
• "He was helpful, polite and basically everything a customer is looking for when visiting a store like yours."
• "My experience at Halfords was very good as Chris replaced the bulb in question and also advised & explained why I should replace the other one as it was a different type of bulb."
• "Great customer service is rare these days. Richard and his team at Guildford exceeded expectations."