Damn it Halfails...sorry Halfords

gareth1234

My first post, and it's to jump on a bitching thread

Same thing happened to me with some crud mudguards for the MTB, reserved, drove 8 miles to collect and no stock!

A quick e-mail to HO when I got home, and this is the Halfords reply......



Dear Mr Prosser,

Thank you for your email regarding our Reserve and Collect service.

Halfords prides itself on offering a range of high quality products and services and any concerns expressed by our customers are treated very seriously.

Our Reserve and Collect system is set up to use live data which allows us to advise our customers of our stock levels right down to the last item. Our colleagues in store aim to remove the item from sale as soon as the notification comes through, however there will be the odd occasion where someone will be purchasing the item at the time of reservation or indeed the item turns out to be damaged / have a fault. As the accuracy of each individual stockfile is the stores responsibility, we have advised our store colleagues to contact customers at the earliest possible point if they believe there could be an issue.

We are sorry that this hasn't happened in this case and be assured that we will make your email available to the Area Manager for his information.

Please accept our apologies for any inconvenience caused and be assured of our best attention.

Kind Regards,

Louise Bacon
Customer Service Advisor

Shaggy_Dog

Shock! Massive chain store delivers less than satisfactory customer service. Seriously, what did you expect?

bails87

Shaggy_Dog wrote:

Shock! Massive chain store delivers less than satisfactory customer service. Seriously, what did you expect?

To be fair, the customer service after the initial stock problem was actually pretty impressive

theshabster

Zziplex wrote:

With your new bike now coming from the North, at least it'll be harder, last longer and not sound weird.

So thank God for small graces. 8)

^^^ Ey up! What he said ^^^

Proof that with every negative is a positive in disguise :P

hounslow

web orders pop up onscreen, staff should (if free) go and sort it out quicksharp, then press the 'web order picked' button. this sends a text to the customer letting them know its sorted. but due to many reasons, this may not happen.
glad to hear they were helpful instore.

MountainMonster

hounslow wrote:

web orders pop up onscreen, staff should (if free) go and sort it out quicksharp, then press the 'web order picked' button. this sends a text to the customer letting them know its sorted. but due to many reasons, this may not happen.
glad to hear they were helpful instore.

Have you even read some of the posts. One of them stated they received the text, but when they got there the order was missing parts.

andyrm

Had exactly this problem myself a couple of weeks ago – wheels becoming unavailable because they were “discontinued” even though they showed in stock, then the second choice items I selected weren’t in – I ended up with less than 50% of what I wanted and had to argue the toss to get the “buy one get one half price” reduction on the remaining bits!!

They said I couldn’t have the half price option as I hadn’t bought the other full price ones, but I managed to get the store manager round to my way of thinking that I shouldn’t lose out on prices due to their own poor stock management. Result in one way, but an annoyance in many more........

sandy hill

MountainMonster wrote:

hounslow wrote:

web orders pop up onscreen, staff should (if free) go and sort it out quicksharp, then press the 'web order picked' button. this sends a text to the customer letting them know its sorted. but due to many reasons, this may not happen.
glad to hear they were helpful instore.

Have you even read some of the posts. One of them stated they received the text, but when they got there the order was missing parts.

The order confirmation text is generated immediately the confirmation email is sent. It has no relation to the store end of the operation and is automated.

The R&C pop up appears in store on the till screen. Only once the pop up is actioned will any availability anomaly appear. Actioning the order as picked in store is an adminastrive function only.

oodboo

What you should have done would be the British thing of apologising to them for giving them reason to apologise to you then leave disappointed.

Once you get over this head down your LBS and order a bike and collect it when they call to say it's in, built and ready for collection.

You can go back to Halfords when you need some new windscreen wipers or spark plugs.