Disaster, this is the email I was forced to send after I was messed around for two weeks: The way I have been treated as a customer of Halfords has been absolutely disgraceful, never in my whole life have I experienced customer service as bad as this. To summarise what I have gone through in the short space of a week: • The technician for my original appointment on Monday 15th November never showed up • The technician claimed (according to the employee I spoke to) that he had attempted to get in touch with me various times but was unable to. In reality he called once on a PRIVATE number meaning I was unable to call back, and let the line ring for less than one second giving me no opportunity to actually answer (clearly he did not ever want to speak to me but instead wanted to be able to state in the notes that he ‘tried’ to get in touch). • Following this I spent 30 minutes on hold while I continued to wait for the technician, the lady I spoke to was frankly rude and told me she would speak to the technician and call me back • Of course she did not call back, and I then proceeded to spend another 20 minutes on hold to speak to another lady (with what sounded like a South African accent), I was then told that: o The technician is too far away now and cannot come today o There is no other technician that can come today o I cannot get a refund o I will have to wait for the management hub to call me and was promised they would call back on the same day (still Monday 15th November). • Surprise surprise I did not receive a single call on Monday and then had to call back again on Tuesday to figure out what was going on. So that was Monday done, after taking the day off work to get my car sorted, I spent hours waiting for a technician who never arrived, spent around an hour on hold, was not allowed to get a refund and did not receive the call back that I was promised. On Tuesday I called and after another 20 minutes on hold I spoke to the only person who has been helpful so far, I believe his name was Dan. He was very apologetic and offered me a discount for my next service (time slot free taken off). I explained to him that I was having an operation done on Tuesday evening and therefore couldn’t re arrange until the week after. And so we locked in Monday 22nd November for the technician to come back. Note not only was he apologetic, but he admitted that Halfords were EXTREMELY understaffed and even stated that he was the ONLY employee on call for the WHOLE OF THE UK. He said that many other customers were also frustrated by the poor service too, SHOCK. Roll on Monday 22nd and I receive a call at 11.50am to be informed that the truck/van would not fit in the parking lot (even though I had made it clear that the car was located in an underground parking lot) and that the technician would speak to management to arrange a smaller van to come out on the same day and also that he (the technician) would call be back again at 12.30pm to update me. I stupidly THANKED the technician for going one step further than the technician from the week before by contacting me and said that I would wait for his call back. What ensued was unbelievably even worse than what happened the week before: • I did not hear back from the technical at 12.30pm • I attempted to call the technician back 3 times between 12.30pm - 3pm and finally left a voicemail and text • I then called Halfords customer service, spent 20 minutes on hold, spoke to a lady who put me through to another department • Spent OVER AN HOUR ON HOLD with evidence of this (1hr & 7 minutes to be precise before hanging up). The NEXT DAY (now Tuesday 23rd) I once again had to take time out of my day to try and resolve the situation, after spending 20 mins on hold I talked to a lady and made myself very clear. I want NOTHING to do with Halfords, I do not want any services now or in the future from Halfords and want a full refund IMMEDIATELY. Her response? Sorry I cannot provide a refund. Ok, I want to speak to management immediately I said. Sorry management are not answering the phone but I will get them to call you back in the next 20-30 mins… Fine. And what happened again? NO CALL BACK!!! So to summarise, I have had TWO failed technician call outs, TWO days taken off work, around 2 1/2 HOURS on hold, TWICE been told to receive a call from management who I have STILL NEVER TALKED TO and have been REFUSED MY MONEY BACK on multiple occasions. All in all I have never been so disgusted with my treatment as a customer and how anybody thinks this is acceptable is staggering. I have arranged for my car to be fixed elsewhere, by a competitor who did not leave me on hold for more than 5 minutes and showed up promptly as expected to get me out of this bind that Halfords have left me in