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Halfords Named UK's Worst store for Customer Service

Jun 05, 2012

June 2012
Halfords as handy as a bag of rusty spanners and named UK’s worst store for poor customer service

Halfords ComplaintsThey may have once been the name we all trusted for car and bicycle parts, but it’s going to take more than a few well-oiled sales tactics to bring Halfords back up to speed, as consumer champion Which? has recently named Halfords as the UK’s worst store.

The poll was conducted and published by Which? Magazine and took into consideration a number of factors including Halfords’ range of products, their prices, their customer service and the atmosphere in their shops. The poll quizzed consumers on how satisfied they were with customer service levels in shops they had visited and whether they would recommend the store.

One customer commented that Halfords had ‘unhelpful and rude’ staff’ and that ‘its products are worse than any I’ve purchased before’.

A spokesman for Halfords commented ‘At Halfords, providing a high level of great service is a top priority and our feedback shows thousands of customers each week love the help we provide’ but clearly the statistics speak for themselves and their poor customer service has not gone unnoticed.

But it’s not just Halfords that were shunned by customers for their poor customer service. WH Smith, Blacks, Tesco, JJB Sports and BHS all received negative feedback.

Tesco in particular were slated for their lack of customer service. One customer commented ‘On my last visit there was no one staffing the changing room or around to ask for something in a different size’ and of course, some of the 26,000 self-service tills that have recently been appearing in stores have had so many of us irate with frustration.

The majority of people who responded (57%) said they buy more online than on the high street because it’s easier and cheaper. We can only assume that they’re also shopping online because they want to avoid poor customer service experiences.



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