My opinion on Halfords - No so bad after all

Toblerone · Post by **Toblerone** » Mon Aug 09, 2004 3:42 pm

Absolutely useless

Went to the Luton branch to buy a pioneer to rover stalk adapter yesterday. Couldn't find a part number but told me to come during the week to 'ring head office'

Went to the StAlbans branch this morning - no staff anywhere (i mean literally, not even at the tills!) Got bored waiting so i went back to Luton

Guy there rang up for the part number, they told him no Rovers have steering wheel controls

and wouldn't be told any different

I went home and 2 minutes on the internet later i had the number. I have phoned Halfords and put the order in, but i won't hold my breath :roll:

dreaddan · Post by **dreaddan** » Mon Aug 09, 2004 3:49 pm

You rember there adverts where they had monkeys in the jump suits, very acerate about there staff.
You do get some decent staff sometimes but they usually leave.

My brother in law works @ halfords as a bike specalist and is appalled at the staff, he's had to drive from his branch to others to sort stuff out cuz they dont have a clue.

Dan

radddogg · Post by **radddogg** » Mon Aug 09, 2004 4:36 pm

I think before people go banding rubbish about companies on forums they should let the company in question look into their concern. There will always be a few horror stories but these aren't usually indicative of the overall picture.

If you have any problems with Halfords then speak with the local store manager. If you get know joy then feel free to PM me and I will try to resolve the concern for you.

Yes, I agree that at times the stores are under pressure and the service can falter but think of the product range they look after and try to use a bit of empathy. Where else are you gonna get car parts from at 730pm or on a sunday afternoon?

:rant:

Regards

Rob

Halfords Customer Services

www.halfords.com

alexf2828 · Post by **alexf2828** » Mon Aug 09, 2004 5:00 pm

halfords is gud for fully synthetic oil when on special offer Â£15 ish for 5litres, dont really go there for owt else so cant comment! got 4 bottles of the stuff last time so should last me a few years of oil changes

Toblerone · Post by **Toblerone** » Mon Aug 09, 2004 5:22 pm

I admit my Halfords experience only extends to these two stores, but you can understand my frustration at a 45 mile round trip and three visits to unsuccessfully order a simple product

I could hear the woman from 'head office' saying "no, the Rovers don't have a stalk control" and no attempt was made to find out otherwise, although to be fair the guy was sympathetic and agreed that she was wrong

Judging by the number of 'Halfrauds' comments on this forum, i'm not the only one to have had a problem!

James

PS Raddogg, sorry if i've offended you :oops:

i'm sure you do a good job and i won't hesitate to contact you if i have any further problems

radddogg · Post by **radddogg** » Mon Aug 09, 2004 5:44 pm

Toblerone wrote:I admit my Halfords experience only extends to these two stores, but you can understand my frustration at a 45 mile round trip and three visits to unsuccessfully order a simple product

I can understand your frustration and if I can do anything to help then please let me know

Toblerone also wrote:I could hear the woman from 'head office' saying "no, the Rovers don't have a stalk control" and no attempt was made to find out otherwise, although to be fair the guy was sympathetic and agreed that she was wrong

I think I know the two people you are on about and she is leaving or so I believe

...then he wrote:Judging by the number of 'Halfrauds' comments on this forum, i'm not the only one to have had a problem!

I agree, you aren't the only one, incidentally I had poor service from my local store this weekend but a quick chat with the store manager and all was resolved. I think the Halfrauds comments are aimed more at the pricing, yes some prices may be over the odds but bob's auto spares don't have the overheads that Halfords do and don't open late and on sundays and don't have 400 stores and don't have dedicated customer service advisors like me!!!! :mrgreen:

finally, James wrote:PS Raddogg, sorry if i've offended you i'm sure you do a good job and i won't hesitate to contact you if i have any further problems

PM me with the details and I'll sort something out for you, no hard feelings at all, perhaps I'm just a jobsworth and take offense too easily??? Maybe I see the other side of the story???

Toblerone · Post by **Toblerone** » Mon Aug 09, 2004 5:47 pm

I've always found the prices to be quite reasonable - thats why i went there rather than my local 'ICE' merchants

retro620ti · Post by **retro620ti** » Mon Aug 09, 2004 6:03 pm

Totally off topic here but do halfords employ people in a field based training or retail systems role as my year contract with Iceland is up in Jan as I will of finished with the SAP roll out.
Cheers

Quiche81 · Post by **Quiche81** » Mon Aug 09, 2004 6:15 pm

I've used them a couple of times, ordered my K+N filter from there, kept
telling me for weeks it hadn't arrived and that they would call me when it did.
They never called me so i phoned them every few days, eventually they said it had arrived.
I turned up and it turned out it had been there for weeks !!!

However, When i was talking to a guy down there when i was Amp shopping i came across a thoroughly helpful bloke and
fair play, he really knew his stuff, had quiet a good chat with him, i actually look for him now in that particular Halfords.

So my experience... 50/50. No real problems with the folks in the store, but perhaps a bit of
gripe about them not calling me back!

Sheaf · Post by **Sheaf** » Mon Aug 09, 2004 6:35 pm

The way I see it Halfords is a superstore. You cant expect to have it full of specialists which know everything. Small shops usually are much more usefull, but as previously stated they aren't as convenient.

It's just like a supermarket. Loads of stuff available off the shelf, but dont expect the staff to be experts, they are most likely only there for a temp job.

jameswhitburn · Post by **jameswhitburn** » Mon Aug 09, 2004 8:34 pm

halfrauds...

dreaddan · Post by **dreaddan** » Mon Aug 09, 2004 8:44 pm

It's not the price, it's when you ask where something is and they have to ask 4 staff to find something.
I've phonened my brother to find something in a store he doent work in!

Dan

Steve B · Post by **Steve B** » Mon Aug 09, 2004 9:12 pm

Specialist training should be given to the majority of staff, I have never really had a useful experience with Halfords staff, lucky I know my stuff to be honest, and I only use them for general car stuff, and the fact that the MotorWorld near me has huge speed bumps and I can't be arsed to go over them.

I always use a car parts company rather than the bigger chains anyhow, mainly because of price and customer service, hell I'd rather use MG Rover themselves as my local dealer has excellent parts guys.

Steve

Steve220 · Post by **Steve220** » Mon Aug 09, 2004 9:27 pm

The Telford branch of Halfords really irritate me. When i was after an oil filter (i know), i went to the parts desk and asked specifically for the Rover 220GSi Turbo oil filter. They came out the back with an oil filter the size of a sinex tube

i said thats not the one, its too small. They said "its for the K series mate" to which i laughed, "i'm after the T series turbo, for the 220GSi Turbo". To which is got the reply "that car doesn't exist, you mean the tomcat". At this point i was pointing at my car with the turbo badge on the back of it in plain view from the desk. After some gentle conversation ( :roll:

) i finally left.

The ripspeed section is run by chavs with corsas and saxos. They're all parked together outside. When ever you ask for something, they ALWAYS ask "what you need it for?", for them to get the reply off myself "i don't think thats any of your business". Like RCA cable...... what am i going to use it for?? hmmmmmm

T16 Dave · Post by **T16 Dave** » Mon Aug 09, 2004 9:43 pm

retro620ti wrote:Totally off topic here but do halfords employ people in a field based training or retail systems role as my year contract with Iceland is up in Jan as I will of finished with the SAP roll out.
Cheers

I work for B&Q (yeah yeah, so what?!). We use SAP extensively (SAPCO, SAPRF, SAPHR, SAPREPLEN). Might be worth calling our HO and see what's in the offing?

retro620ti · Post by **retro620ti** » Mon Aug 09, 2004 9:45 pm

Cheers dave

Chris220SDi · Post by **Chris220SDi** » Mon Aug 09, 2004 10:03 pm

Sorry guys, but I'm going to jump to Halfords defence here....

Yes - you do get a lot of useless staff, but then again, the vast majority of customers cant tell their 'bottom' from their elbow. So the average Halfords employee knows way more than the average customer.

We are a small minority who know our stuff, and know it better than even the vast majority of 'experts' in store. However their experts in the knowledge sent to them by head office - and they know it inside out - the fact that head office do get it wrong, quite often doesnt help as it cascades down the chain.

As for head office - I've spoken to some very rude people there, and they simply need telling in a forcefull manor before they'll start to do some work about it. Thing is though - thats life.

They also attract a lot of Chav's, Kevs, whatever you want to call them. The Bolt on brigade. Steve, the reason they ask 'what for' is becuase of the dire Unix based database used nationwide in which is just so much easier to search for the vehicle in question before searching for part type.

To sum up, Halfords is great for the vast majority of people. For the 'normals' out there. If your an enthusiast - dont expect to get anywhere near the same amount of knowledge of a marque, or even about cars.

...besides - the proffesional tools are excellent

...and yes - you mgiht have guessed, I do now work at Halfords. Domino's too, but i'm having fun with a couple of jobs at the moment, no pressure etc.

Steve220 · Post by **Steve220** » Mon Aug 09, 2004 10:09 pm

i meant what for as in small parts i buy. Like i've asked for car waxes and they've asked what for. And a distribution block for 4 guage cable, same answer. I agree with you about them knowing more than the average consumer, but in the end the parts desk didn't even want to change their minds. Its the 2nd halfords dealership i've tried to get a T series oil filter and they've tried to get me a K series one and they've never asked what it should look like or to fill in a form to write to their suppliers and i've rung up their head office just to sit in a phone que for 10 minutes. Hense why i now use rover main dealer ( the better choice for filters lol)

They're useful for tools and electrical connectors

....oh yeh .and car bulbs

peteT16 · Post by **peteT16** » Mon Aug 09, 2004 10:31 pm

T16 turbo oil filter + Halfords, yeah done that sketch.
Me this is the wrong filter for a turbo, it`s too small.
Halfords It`s listed for a turbo, so it`s the right one, whatever depart to local dealer, but in there defence the professional tools are excellent value, and good quality.
Pete

george_chick · Post by **george_chick** » Tue Aug 10, 2004 1:35 am

peteT16 wrote:T16 turbo oil filter + Halfords, yeah done that sketch.
Me this is the wrong filter for a turbo, it`s too small.
Halfords It`s listed for a turbo, so it`s the right one, whatever depart to local dealer, but in there defence the professional tools are excellent value, and good quality.
Pete

You should be using a OE unipart filter anyway.
Get to know your local partco branch.

george_chick · Post by **george_chick** » Tue Aug 10, 2004 1:47 am

radddogg wrote:I agree, you aren't the only one, incidentally I had poor service from my local store this weekend but a quick chat with the store manager and all was resolved. I think the Halfrauds comments are aimed more at the pricing, yes some prices may be over the odds but bob's auto spares don't have the overheads that Halfords do and don't open late and on sundays and don't have 400 stores and don't have dedicated customer service advisors like me!!!!

My Motor factors in London is open late, Freds spares Lavender hill, open till 8 seven days a week.
All the AA guys go in there.
I even get trade price from one of the blokes.

Halfrauds is a superstore and mostly staffed with kids who don't know and don't care about the kit they sell, could be baked beans.
If you want highly trained experienced people you have to pay them accordingly.
It is what it is.

You probably could have bought that audio lead online for the same price.

rolls · Post by **rolls** » Tue Aug 10, 2004 10:52 am

lol @ this whole thread! - It really depends on whom you get served by imo! (i work for the company too- in bromley- come say hi if your about- my silver xr2 is in the car park if im working!)

It may suprise you, but occasionaly we too get P'd off with the treatment that we get from our suppliers- sometimes it is not our fault that parts don't come in, supliers forget/ have computor crahses etc...., and then we get to have the fun in soreting it all out!

Also, as you lot are from, what seems to be a close knit car community, with a deep base of knowledge, its not going to be suprising that occasionaly you will go in (in my expirience), and the perosn whom is helping you will get confused (i get it all the time at my local ford garage when asking for plug's for a large turbo esc.cos, oil filter for a cvh......)

And on a final note, If you have been treated badly, then let someone know, how are companies supposed to improve, and deal with problem areas if they un aware of their existance?- Similarly, what about praise when things are done well?

Cheers Rich!

rover220coupe · Post by **rover220coupe** » Tue Aug 10, 2004 12:45 pm

I have to say that I'm pretty happy with Halfords (both in my own town of Ashford Kent, and also the surrounding stores). Theres usually some bargains or "3 for 2" offers on, they have a wide range of parts, and the tools are good quality for the money. The staff are always friendly, and even if they dont know they make the effort to find out. The only complaint I have is that I dont think the ICE is well priced, but I dont spend much on that anyway!

If people let me down I'm happy to leave bad feedback, but thats not happened with me personally at Halfords.

Scott · Post by **Scott** » Tue Aug 10, 2004 1:04 pm

Anyone who goes to halfords expecting service, understanding and a wealth of technical knowledge is sorely mistaken.

Its a superstore, end of story. Your not gonna get people who know or even care about rover radio controls. If its not in the list, then as far as they care it doesnt exist. Same with a 220gsi turbo, most people who shop in halfords dont even have a turbo ;D

The store is good, and the prices are good on most things, its convient and there all over the place. But at the end of the day theyre there to make money. A fool and his money are soon parted, so they chavs who work on the ripspeed stand will sell you anything.

You do get a few people though who work there because they have an interest, and actually know a thing or two abuot it, but thats fairly rare.

Just my 2p on the matter...

radddogg · Post by **radddogg** » Tue Aug 10, 2004 3:29 pm

george_chick wrote:
radddogg wrote:I agree, you aren't the only one, incidentally I had poor service from my local store this weekend but a quick chat with the store manager and all was resolved. I think the Halfrauds comments are aimed more at the pricing, yes some prices may be over the odds but bob's auto spares don't have the overheads that Halfords do and don't open late and on sundays and don't have 400 stores and don't have dedicated customer service advisors like me!!!!

My Motor factors in London is open late, Freds spares Lavender hill, open till 8 seven days a week.
All the AA guys go in there.
I even get trade price from one of the blokes.

Halfords is a superstore and mostly staffed with kids who don't know and don't care about the kit they sell, could be baked beans.
If you want highly trained experienced people you have to pay them accordingly.
It is what it is.

You probably could have bought that audio lead online for the same price.

The majority of people can't use Fred's spares because of the distance, I found my cam belt was fried a few months ago and Halfords were the only store open, the fact they were open was a life saver.

I agree with the second point to a degree but I think the main problem is that most weekend staf are part timers and not as knowledgeable as the full time weekday staff and most people use the store on a weekend too.

You can buy many products from the online store at halfords.com including audio leads.

Toby, still waiting for the PM so I can resolve your concern.

steve220 wrote:i've rung up their head office just to sit in a phone que for 10 minutes

None of our phone systems have a queuing system so perhaps you are getting confused with your insurance company???

For future reference the customer services telephone number is 01527 513 555, if you don't get straight through you will get our voicemail where you can leave a message for someone to call back

Thanks

Rob

rolls · Post by **rolls** » Tue Aug 10, 2004 5:21 pm

yeah, head office phones defo don't have a queing system- normally just have to leave a message!

radddogg · Post by **radddogg** » Tue Aug 10, 2004 5:22 pm

rolls wrote:yeah, head office phones defo don't have a queing system- normally just have to leave a message!

Rolls, I'll have to catch up with you sometime

Rob

Customer Service

AlexC1981 · Post by **AlexC1981** » Tue Aug 10, 2004 5:25 pm

"Do you have a brochure showing all the universal K&N air filters?"

"What car is it for?"

"Its for an MG Maestro Turbo, but K&N dont make one specifically for my car. The engine bay has been modified so a direct replacement wont fit anyway"

"Hold on a moment.......................No K&N dont do a filter for your car"

"Yes, I know. do you have a list or a brochure showing all the different sizes of universal air filters that K&N do?"

"K&N dont make universal air filters"

will_c · Post by **will_c** » Tue Aug 10, 2004 6:32 pm

i had a woman on the parts desk trying to tell me that i was wrong when i said my car was a T series... it is infact K series! so i must own the first 2.0 K series DOHC turbo then!!! lol

Toblerone · Post by **Toblerone** » Tue Aug 10, 2004 6:48 pm

I have no problem at all with people not knowing the answer to a query, it's when they make up an answer to avoid a bit of bother - especially as these people are usually advertised as the 'experts'

(i'm talking about stores in general here, not Halfords in particular)

Toblerone · Post by **Toblerone** » Wed Aug 11, 2004 7:56 pm

Editted title - my audio lead came today after only 1 and a half days so i'm quite pleased, especially as i was expecting more than a week

radddogg · Post by **radddogg** » Thu Aug 12, 2004 12:13 pm

Toblerone wrote:Editted title - my audio lead came today after only 1 and a half days so i'm quite pleased, especially as i was expecting more than a week

Hooray!

rolls · Post by **rolls** » Thu Aug 12, 2004 1:47 pm

Toblerone wrote:Editted title - my audio lead came today after only 1 and a half days so i'm quite pleased, especially as i was expecting more than a week

ordered from autoleads i guess- they are good- normally next day, as long as thbey have them in!!

Alex- as for universal filters, my mate has just got a green filter for his g60 - universal from work for about 25 quid!
cheap as chips!

lee2003 · Post by **lee2003** » Thu Aug 12, 2004 2:18 pm

ill let you all know how i get on.

i went into my superstore this morning at 11am(basildon)to order 2 new centre caps for my 17" ikon 1's and was told the best person to sort this was busy,then the young man said he'd take my mobile and put the request in a book and that he would phone me with prices etc etc.

it is now 2.15pm and guess what no phone call, will give them till 5pm just to give them a chance,i really hate companys that you give your phone number and they don't/can't be arsed to call back.

lee

rolls · Post by **rolls** » Thu Aug 12, 2004 3:36 pm

centre caps IIRC are about 6 quid each (at least they were for fox rs'), and have to be ordered direct from motorsport wheels - just so that you know!