Halfords - Chiswick

EVERY TIME, every time I place an order online to collect in-store I am faced with an unbelievably long waiting time. I get to the store after I receive a notification informing my order is ready to collect, once I am there I have to wait (every time, at least 5 times) at least 30 to 45 mins. Short staffed maybe. The staff runs when they hear is a collection, the cage/cabinet for collections is over stacked. we're not sure where your order is" is the most common response to my request to collect my order which I paid for! Now here's the funny part

Terrible customer service at the bike section. We used to always use this all bike repairs and accessories with excellent customer service by a very knowledgeable guy, but since the new booking since has been introduced, it's been unworkable for us for booking slots. I just came in for an inner tube for which I needed advice. After waiting over 5 minutes and then asking if I could have some help, I was told I 'had to wait' by someone standing right next to me doing computing inputting. There are plenty of other bike repairers in the area with far better service which are no more expensive. I won't be using this store again.

My experience with Halfords has left me profoundly disappointed. Despite booking a specific date and time slot for the collection of my bike, it was not ready as promised. I called to the customer support line to find out if my order is ready to collect but to no avail. The lack of information regarding its readiness only added to the frustration, and the staff manning the customer support line seemed to be entirely unaware of the status of my order. Their attempts to contact the branch for updates proved futile, leaving me without any clarity on when I could expect my bike.My feedback to Halfords is, the sequence of events has not only inconvenienced me but also eroded my confidence in Halfords' ability to fulfill its commitments and communicate effectively with its customers. It is beyond believe how a big company like Halfords can behave in such unprofessional manner.

Like others have said, massive wait for the bike section and totally ignored my staff for 10 minutes, when I was only one oif a few even in the store.The staff member that finally came over was so rude that I ended up requesting a refund. I would never go back here, there are much better, nicer and more professional places to get your bike repaired.

Poor customer service, my bike repair was delayed by a few days and they couldn't give any update over the phone. When I finally went to collect it, they kept ignoing me and served 2 other customers who came after me, I had to ask 3 times. Acknowledging a customer waiting to be served and informing them about a delay doesn't take more than a few seconds.

I visited Halfords Chiswick last Monday, and I was pleasantly surprised by the convenience they offer for motor parts. Their 1-hour click and collect service is a real lifesaver when you urgently need a part. The staff was helpful and the store well-stocked. I'm giving it 4 stars instead of 5 because there's always room for improvement, perhaps in terms of pricing or more extensive product range. Nevertheless, Halfords Chiswick is my go-to place when I'm in urgent need of motor parts

Thank you Serene for fixing my bike!Not linked to her super work today, but here’s the difficulty I experienced:Bought 1yr free bike servicing at time of purchasing bike.Booked it in for 6 months service.One part was unavailable.I ordered it.I waited for a text to say a part had arrived.The text never arrived.Very hard to get hold of a particular store by phone.I cycled to store to sort issue in person.

Came here to have a 10 minute task done on my bike. Was told to wait & it would be done quickly. Waited a long time only to then be told to come back tomorrow. The attitude was rude & not apologetic for the wait. I was then told to bring my own equipment to do it with it as they don’t have their own (incredibly!) We made the long trip back the next day as agreed, only to be told “we don’t have time- you have to book online”. And we were never told this the day before. I explained we were told to come back and made the trip especially, but received no apology. The general attitude was “it’s not my problem / fault - I only work here” rather than accepting that the company itself failed us twice.How to increase this review to 5 stars:– Train your staff to give the correct information the first time- Train your staff to give consistently the same information so that it doesn’t change depending on who you speak to- Train your staff to be more polite to customers– Train your staff to smile– Train your staff to apologise when the customer gets let down, instead of saying “it’s not my fault “- put signs up, explaining the process, timescales and price for each service item, instead of forcing customers to wait for long periods of time to speak to staff, who ignore them: for example, a bicycle service, scooter, tire, change, scooter, service, wheel replacement, or puncture repair- offer a gesture of goodwill to compensate us and any other customer who has had their time wastedAs there were two of us, we had a total of three hours of our time wasted by Halfords Chiswick staff. This clearly isn’t a staffing issue but a management issue.EDIT: in response to management reply “please reach out to us to resolve this issue” - I already did, several times. Your staff dismissed it as “not our fault”. I finally left this review to reach out to you. There’s no need to require customers who leave reviews to identify themselves & face potential retaliation before you consider taking action to improve your business.You don’t need me to reach out further- you have all the information you need. Just retrain your staff as per detailed in this review. That is assuming you want to improve.

Huge thanks to Selene who went the extra mile to fix my bike after I came off it. She looked at all the spare parts and when they hhehhhhhhhhwouldn’t fit decided to repair the crank herself so my pedal would turn again. Kept me informed and Mo was also very helpful and gave me a great price considering the work involved. Calm and professional.