Halfords - Basingstoke Reviews Summary

Customer Service

Pros:

• "Excellent helpful staff - very knowledgeable and able to fix my bikes in a reasonable time frame."
• "The guy was friendly, thorough, knowledgeable and professional......top marks!!"
• "Sarah is a great asset to Halfords. She is friendly, patient, polite to all customers that she served while I waited my turn."
• "Aaron was so helpful, non patronising and really nice in offering advice."
• "Lovely team. Even though I came in really late to have a number plate fitted and probably stopped them getting home on time they went over and above to get it sorted."
• "Always very helpful, cheerful and knowledgeable."
• "Staff Member was approaching every single customer who came into the store to check if they needed help today."

Cons:

• "Checkout staff downstairs peer at you if you use the right rather than left door."
• "Rude and poor service from Luke, twice."
• "The assistant refused stating they were short staffed and too busy to help."
• "Rude and unhelpful staff. Also, there is no communication between call centre and stores."
• "The staff were very rude and unprofessional."
• "A complete lack of customer service from the staff at Halfords."
• "Very very rude new staff! No customer service skills and not doing the job properly."

Online & In-Store Experience

Pros:

• "2nd online order was a better experience. Quick collection, no problems."
• "Went online for a replacement H/duty battery for my vehicle, put in the registration, selected the option I wanted, selected fitting at the store, (Basingstoke) proceeded to checkout and had a confirmation txt."
• "Bought a bike rack with price match - very happy and they fitted some headlamp bulbs which I’d tried to do myself with no problems."
• "It has an uncluttered and well-thought, easy to find layout, easy parking and clean outside appearance."
• "The shop is clean, fresh and especially relevant with this heat - cool."
• "Halfords at Basingstoke has almost all the things that your vehicle needs."
• "Halfords Basingstoke is located in an easy to find location with plenty of parking. It’s reasonable sized with a good selection of products on the shelf to satisfy most regular day to day motoring needs."

Cons:

• "What is the point in ringing to place an order numerous times, nobody answers the phone."
• "2nd time using the click and collect service, won’t bother again."
• "Remove the battery from your website then and poor customer service."
• "Their part finder system, you type in your reg no. And it will find the part for your exact make and model of car......except it doesn't!"
• "Not impressed with Halfords ordered Click & Collect order, didn't receive notification to collect, was spoken to very rudely when I went in store to see if my order was ready."
• "Ordered a battery online for collect in store, I went to store and it wasn’t there."
• "Received a text and email to say order was ready. Drive to store to collect but the wrong products had been selected."

Product & Service Quality

Pros:

• "Plenty of stock."
• "Needed to have some urgent help with a gear shifter mechanism. The Halfords cycle tech was able to modify a part to suit."
• "New Battery fitted by John at Basingstoke in my Range Rover. Not the easiest fit, but job done quickly and well, and even topped up my screen wash."
• "A bike rack I bought did not have the right fittings, but the staff helpfully sourced nuts and bolts."
• "Also with a lifetime warranty on tools, I don’t think you can argue with that!"
• "Headlights purchased and replaced on my car, fitted expertly by Alex and Tom."
• "Staff found a replacement and fitted it in no time at all."

Cons:

• "Caught in cold heavy rain my windscreen wiper split so called into Halfords for a new wiper."
• "Good price on a replacement battery, particularly with AA discount. Fit in store wasn't as good."
• "Needed headlight bulb replacing opted for the fitting service the guy looked at the car tried to get the headlight housing out but said he couldn't do it and it needed to be done by a workshop coz headlight bulb is changed from underneath the car went to a spares shop and got bulb and all done at home in 15 minutes total rubbish won't be using them again."
• "Was told they are a consumable and could not be replaced... Yet they have a 3 year warranty???"
• "Extraordinarily angry. After a bronze service my bike had a puncture again the next morning after my husband picked it up."
• "Very bad customer service, bad experience as we always buying parts from halfords."
• "Absolutely awful! Ordered and paid for a child's scooter for click and collect."

Staff & Customer Interaction

Pros:

• "Amazing customer service from Ryan in the bike dept."
• "Masterclass in customer service from Matt in the cycle team."
• "Excellent customer experience at your Basingstoke branch today, thanks to Jacob, Callum and Tom."
• "Helpful, knowledgeable, courteous and thank you. Reece in Basingstoke gave my old bike a safety check and did much much more and asked for nothing."
• "Visited Halfords - Annette's Yard in Basingstoke today and I received one of the best customer service I have ever had."
• "Staff are really friendly and knowledgeable."
• "Very friendly and helpful. Knew what parts were needed for my car by taking the reg number."

Cons:

• "He immediately replied no what do you want slightly taken aback I said I had seen a bike and wanted to have a look at it."
• "Possibly the worst customer service ever?"
• "Hard working and professional staff in the bike section are being undermined by inefficient booking in/ bike checking processes, which result in two queues!?"
• "Customer Assistant not clear with directions."
• "The worst customer Service ever."
• "I was then followed around like I was a criminal, I was made to feel so uncomfortable in the shop."
• "Disappointing service. My wife was in the area so went to pick this up for me."

Store Environment & Accessibility

Pros:

• "It has an uncluttered and well-thought, easy to find layout, easy parking and clean outside appearance."
• "The shop is clean, fresh and especially relevant with this heat - cool."
• "A very pleasant experience. Plenty of room to feel comfortable walking around store."
• "Halfords Basingstoke is located in an easy to find location with plenty of parking. It’s reasonable sized with a good selection of products on the shelf to satisfy most regular day to day motoring needs."
• "Excellent experience today with Tom the Deputy Manager when buying car chair seat."
• "The store is always well stocked with items."
• "Halfords at Basingstoke has almost all the things that your vehicle needs."

Cons:

• "Store is full of Covid regulations / shields etc in front of counters but waiting area was like a cattle farm with zero regulations or protection in place."
• "There’s nobody working in the bike section and we haven’t got any adult bikes so come back in three weeks."
• "Halfords is one of those things in life, horrible service but essential needs for day to day maintenance of vehicles."
• "Was booked in for a safety check - was not seen on time and then other customers, who had arrived after me, were dealt with before my booking."
• "If I was getting something fitted, from my experience I really wouldn't."
• "My brother had an appointment to have his scooter puncture repaired."
• "Poor customer service and lack of staff resulted in a disappointing visit to the Store."