Halfords named worst UK retailer
Discussion
Halfords’ staff were “unhelpful and rude”, according to a survey of 11,000 shoppers. The bike and car parts store scored only 51 out of 100 in the poll for consumer watchdog Which?.
http://www.thesun.co.uk/sol/homepage...rst-store.h...
Nice, don't think this will improve trade then..
I find it quite interesting, trying to work out where things like this come from - I can't remember the last time a customer left the store anything less than happy with our service. A lot of people are consistently impressed with what we can do in the way that we do it, and I imagine it's only those with wholly unreasonable expectations (bikes built on the spot, extremely obscure suspension arm in stock ready, etc) who go away disappointed.
When it comes down to it, we are an emergency catch-all supplier with very low-paid staff who try their best to know what they're talking about when it could be anything from the intricacies of engine problem diagnosis to fitting an audio system. And they do bloody well, too.
The management at every store I know of hold the consistent attitude that if a customer has a problem, find out what they want and within any possible reasonable bounds give it to them, because it costing us fifty quid to sort out a problem is deemed far less important than good service and our reputation.
And no, we won't usually let you borrow tools, because why should we take something out of the packaging and render it possibly unsaleable for nothing? You wouldn't expect to be able to borrow a suit from a shop for free just because you only needed it for a ten minute interview. If someone's in real trouble with a genuine problem then I'll do what I can to help them out, if they're trying it on to save themselves a few quid they can jog on.
I find it quite interesting, trying to work out where things like this come from - I can't remember the last time a customer left the store anything less than happy with our service. A lot of people are consistently impressed with what we can do in the way that we do it, and I imagine it's only those with wholly unreasonable expectations (bikes built on the spot, extremely obscure suspension arm in stock ready, etc) who go away disappointed.
When it comes down to it, we are an emergency catch-all supplier with very low-paid staff who try their best to know what they're talking about when it could be anything from the intricacies of engine problem diagnosis to fitting an audio system. And they do bloody well, too.
The management at every store I know of hold the consistent attitude that if a customer has a problem, find out what they want and within any possible reasonable bounds give it to them, because it costing us fifty quid to sort out a problem is deemed far less important than good service and our reputation.
And no, we won't usually let you borrow tools, because why should we take something out of the packaging and render it possibly unsaleable for nothing? You wouldn't expect to be able to borrow a suit from a shop for free just because you only needed it for a ten minute interview. If someone's in real trouble with a genuine problem then I'll do what I can to help them out, if they're trying it on to save themselves a few quid they can jog on.
Edited by McSam on Monday 21st May 12:42
I read this this morning after I had been to Halfords to exchange a socket for one the right size. They didn't stock the one I wanted so without hesitation offered to order me one in. It will hopefully be available tomorrow. More than helpful.
And they exchanged my son's bike after Christmas when the original one broke after 3 days. No questions asked new bike delivered 2 days later.
And they exchanged my son's bike after Christmas when the original one broke after 3 days. No questions asked new bike delivered 2 days later.
Eighteeteewhy said:
It's not the ideal place to buy any of their products, but when your stuck for a part/product at 7pm on a Sunday where else can you go?
They should be commended for that alone.
7pm on a Sunday, they will have been closed for 2 hours.They should be commended for that alone.
On the plus side, our local Halfrauds are quite friendly and knowledgeable.
I have no particular gripe with Halfords. The bike sales/service staff always seem overloaded, but I've always had good help from them. The rest of the staff seem to vary from gormless to very good. Perhaps for their problem stores they should take a leaf from John Lewis's book and only hire youngsters with manners?
Now WHSmith has annoyed me for years. No, I DO NOT WANT A BAR OF CHOCOLATE, just let me pay for my magazine and get out of here without tripping over the tat you have all over the place.
Now WHSmith has annoyed me for years. No, I DO NOT WANT A BAR OF CHOCOLATE, just let me pay for my magazine and get out of here without tripping over the tat you have all over the place.
I like Halfords.
I can buy cheaper online, but that’s the same with any shop.
Most the staff know the location of items in the shop, even if they can’t tell me what tool I need to adjust a timing belt on a mk2 escort.
I think some people have too greater an expectation.
They get annoyed because Halfords staff don’t know how to fit the new light bulbs, or charge for the fitting.
Would they get annoyed with Tesco because they don’t know how to cook the fresh chicken or don't have a can opener for their beans?
I can buy cheaper online, but that’s the same with any shop.
Most the staff know the location of items in the shop, even if they can’t tell me what tool I need to adjust a timing belt on a mk2 escort.
I think some people have too greater an expectation.
They get annoyed because Halfords staff don’t know how to fit the new light bulbs, or charge for the fitting.
Would they get annoyed with Tesco because they don’t know how to cook the fresh chicken or don't have a can opener for their beans?
To be honest, I've found them no better and no worse than my local motor factors.. Perhaps better at times, if I think hard enough.
You have to be a little vigilant with the price of things (that aren't on offer) but all in all, I think they're ok.
Only criticism is that my local branch often is a bit lacking in the tools department..
I'd say the survey is a bit harsh too.
You have to be a little vigilant with the price of things (that aren't on offer) but all in all, I think they're ok.
Only criticism is that my local branch often is a bit lacking in the tools department..
I'd say the survey is a bit harsh too.
There's some irony in the fact the article is from The Sun, which itself is the UK's worst newspaper.
Halfords have been okay the few times I've used them, although last time I checked stock of something on the website and then went to pick it up, only to find my local store had never seen them before, despite them being shown as stockists on the website as well as the item being shown as 'in stock' at that branch. The staff were helpful though, offered to order me one if I wanted it.
Halfords have been okay the few times I've used them, although last time I checked stock of something on the website and then went to pick it up, only to find my local store had never seen them before, despite them being shown as stockists on the website as well as the item being shown as 'in stock' at that branch. The staff were helpful though, offered to order me one if I wanted it.
Edited by PumpkinSteve on Monday 21st May 12:48
McSam said:
Nice, don't think this will improve trade them.
I find it quite interesting, trying to work out where things like this come from - I can't remember the last time a customer left the store anything less than happy with our service. A lot of people are consistently impressed with what we can do in the way that we do it, and I imagine it's only those with wholly unreasonable expectations (bikes built on the spot, extremely obscure suspension arm in stock ready, etc) who go away disappointed.
But no, we won't usually let you borrow tools, because why should we take something out of the packaging and render it possibly unsaleable for nothing? You wouldn't expect to be able to borrow a suit from a shop for free just because you only needed it for a ten minute interview.
It was on the side in the MOT bay, not in the shop.I find it quite interesting, trying to work out where things like this come from - I can't remember the last time a customer left the store anything less than happy with our service. A lot of people are consistently impressed with what we can do in the way that we do it, and I imagine it's only those with wholly unreasonable expectations (bikes built on the spot, extremely obscure suspension arm in stock ready, etc) who go away disappointed.
But no, we won't usually let you borrow tools, because why should we take something out of the packaging and render it possibly unsaleable for nothing? You wouldn't expect to be able to borrow a suit from a shop for free just because you only needed it for a ten minute interview.
And I did offer to pay, and even then they refused.
VR6 Turbo said:
grabbed some coolant/anti freeze to top my car up. as its only got water in after swapping the thermostat.
anyway the boy on the till asked me how old my car was, I said 1987 he said I am not sure if that's suitable? I just paid and walked out.
VR
So what was the problem here, exactly? The guy was trying to ascertain if you'd bought the right stuff, but he wasn't 100% on what type you needed, so raised it to see if you knew.anyway the boy on the till asked me how old my car was, I said 1987 he said I am not sure if that's suitable? I just paid and walked out.
VR
Personally I've had nothing but decent service from Halfords - they're that great emergency place when you need something sharpish, and their spray paints in a can are about the best around.
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