I ordered a second hand e-bike for my son from the Halfords website for ?750 and was emailed to say it was in store and ready for collection earlier than my selected collection slot. I phoned customer service to ask if I could collect early and was told by the central enquiry centre that someone would call from the branch. No one called so I decided just to wait the few days to collect. I was then sent an email a few days later saying that the bike I ordered was no longer available and had been cancelled. I was then sent another email saying that my order had been cancelled and I was to receive a different more expensive bike in its place and that an extra ?155 had been charged to my account. No one had asked if I wanted this bike and it was too expensive so I rang customer service again and asked to cancel the order and receive a refund. No refund came. Eventually after a week waiting, I went into my local store where I asked what had happened and was told I had ordered a terrible bike that was second hand that they would not sell anyway! I explained that I had been advised it was ready to collect and subsequently the charges for another bike. I have to say that I was given a full refund but the manager was quite aggressive and made it seem as though it was all my fault for ordering a crap bike. A bike that was on their website for sale and at ?750 was not cheap in my opinion. On looking at the refund receipt I had also been charged for a helmet and other accessories which in total was more than ?900. I am very confused and disappointed. My son is also disappointed. Bad customer service. Bad communication. I won’t be trying to get a bike from Halfords again.
