Halfords - Andover Reviews Summary

Customer Service

Pros:

• "Just had fantastic customer service from Halfords Andover branch."
• "David managed to find time to get the bike ready earlier and gave me a call a couple of hours ago to say it was ready for collection."
• "A member of staff was very professional and informative (Kayleigh)I hope the name is correct. I was served quickly and felt I had a good customer experience."
• "The young lady who served me listened to the fact that I needed the fitting quickly... Extremely polite and professional."
• "Efficient, professional and friendly service this morning to replace a headlamp bulb."
• "Very helpful member of staff directed me the the products I wished to purchase."
• "Couldn't have been more helpful. Good lad."

Cons:

• "I was told by the staff member that i 'couldnt have one, so thats your problem'"
• "Useless staff, they don’t know the anything about cars."
• "Very average customer service unprofessional front of shop staff."
• "Very poor customer service and communication."
• "Surly and morose attendant at collection very disappointing; what ever happened to 'service with a smile'."
• "Terrible customer service, communication skills are awful and lacking, well, communication."
• "Customer telephone service the worst I have ever experienced."

Product Availability and Stock

Pros:

• "Always worth going in the store to look at the filters as they can be in stock but don’t show online as available."
• "Products were well signposted, priced up and in good condition - no bent cardboard or split packaging!"
• "I found the items I needed."
• "Always plenty of stock, staff always willing to approach me to help."

Cons:

• "I'm afraid the collection in 1 hour was withdrawn after payment and I received an email cancelling my order as they had no stock."
• "Now on three separate occasions I've travelled to this store for basic cycle service parts over a couple of months to find yet again they carry nothing and told order online."
• "Disappointing - Wanted to buy a roof rack & box. Was being dictated ad to what I'm allowed, without viewing what was available. Only to be told they do t have any in stock anyway."
• "Tried calling to check stock of a part and answering machine repeats same message press 3 for cars, then goes back to menu so you can't talk to anyone!"
• "Didn't have stock of what I wanted even though a check on the website for click and collect said there were 9."
• "Only to find that they hold virtually no stock & that it has now to be ordered online."
• "No bikes in stock, they say its due to COVID but other shops have bikes in."

Staff Knowledge and Expertise

Pros:

• "Went in for a decent quality polish. Got more than I asked for and staff helped me and gave info on product I wanted to buy."
• "Needed bulbs and wipers for an old van and even older car, Kayleigh was brilliant at helping to find the right ones."
• "Bought a DAB car radio here, and had it fitted. Jacob was very helpful in advising which model would be best for my car."
• "Helped me with purchasing the correct satnav for my car. Daniel was happy to help and gave me lots of advice."

Cons:

• "Eager to help but just don't seem to have the knowledge."
• "The timing that i booked couldn't be met and they changed it to a time that didn't suit me."
• "Very bad customer service, damage people’s cars, leave oil all over the steering wheel and interior."
• "Polite but not up to speed on car audio. Demo area is sub-standard and not configured to properly test and compare units."
• "Very pleasant and helpful staff but unfortunately sadly lacking in the knowledge required to advise on purchase."

Store Experience

Pros:

• "The screen for looking up my wiper blades was broken, but there was a member of staff on hand straight away to help and they looked up what wiper blades were for my car and then went and got them for me 😊."
• "Very easy to get in and around store which was very tidy."
• "The layout makes it easy to find items with large aisles."
• "Helpful friendly staff, parking is plentiful and store well laid out."
• "Great shopping experience. Shop COVID conscious so felt safe moving around the store."

Cons:

• "Had to wait ages at click and collect point."
• "I am disabled and wheelchair bound... There is no lift. Disabled people don't 'ride' bikes you say."
• "I popped in and was left waiting for 10 mins before any staff appeared."
• "As always, the lack of staff members, despite the efforts of those who remain, results in a spending far longer than necessary to buy the most straightforward item."
• "Picked up my items, waited at the till for around 4-5mins... Nobody was around to man the tills."

Technical Service and Repairs

Pros:

• "The team were very accommodating fitted us in and did a good job of fitting the battery."
• "Great service, changed a dipped headlight bulb which is very awkward on my car. The person knew the quickest and easiest way of doing it."
• "Really helpful and sorted out my blown bulbs, got the right ones, fitted them quickly, very pleasant and excellent service."
• "The engineer was extremely polite, professional and helpful, nothing was too much and not only took pride in his work but obviously enjoyed his work."