I wrote a complaint regarding a serious concern from the service I received at the Aldershot branch on Wednesday, 23rd April, when four new tyres were fitted to my vehicle. Unfortunately, my experience was highly unsatisfactory, and I felt that the matter warranted urgent attention.
After driving only 0.9 miles with the newly fitted tyres, I noticed that the rear passenger side tyre was significantly deflated. I immediately returned to the branch to seek assistance. The same gentleman who had originally served me was present, and I explained the issue to him, requesting that someone inspect my vehicle. I expressed my belief that the problem was likely not a simple puncture (in which case I would be willing to purchase a replacement tyre), but something more serious. I also made it clear that I have limited knowledge of car maintenance and would appreciate guidance and assistance.
Despite multiple explanations and requests for help, the individual refused and insisted that they were at full capacity. I explained that this response was not satisfactory, and reluctantly, the gentleman advised me to drive my vehicle into the garage so that he could add air to the tyres. After the tyres were assessed, I was told that everything was “all good to go,” but when I asked for further clarification regarding the issue, I was informed that the tyres had been incorrectly fitted and that the valves were faulty. At no point was I offered a refitting or any correction to the substandard service provided. Instead, I was simply told to continue filling the tyres with air.
This response is not only inadequate but also raises serious concerns about the safety of my vehicle. I expressed my concerns about the safety implications of this issue, as I am sure you can appreciate, and requested that the problem be properly addressed. However, the gentleman was dismissive of my concerns and did not offer an alternative solution or even suggest another date to rectify the issue.
Further to this, when I was instructed to drive my vehicle out of the garage, I was approached by another staff member who shouted, "What the f*** are you doing in your vehicle? Get out." This behavior was utterly unprofessional, and I find it completely unacceptable to be spoken to in such a manner. I informed him that I had only done what I was instructed to do by his colleague. Unfortunately, both employees continued to argue with each other in front of me, which only added to the distress of the situation.
As a paying customer, I was left feeling humiliated, vulnerable, and dismissed. I paid over £250 for a service that was not only performed incorrectly but also resulted in an unsafe condition for my vehicle. Throughout the entire experience, I was made to feel as though the problem was my fault and that I should come up with the solutions myself.
It is my understanding that Halfords promotes a welcoming and safe environment for all customers, especially women who may not have extensive knowledge of car maintenance. However, my experience has been the complete opposite, and I feel that the level of service and treatment I received was far below what I should expect from a reputable company.
Given the serious nature of this issue, I requested that this complaint would be escalated immediately and a thorough investigation into the conduct and service I received at the Aldershot branch to be carried out.
It is now over a month since the incident in which I was advised a prompt response and investigation would occur, this has not happened. All management have ignored my emails and no escalation or compensation provided from Halfords at all.
This highlights Halfords poor customer service, management and the lack of respect they have for any customers.
