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Halfords Re-active Redemption

posted 25 Sep 2012, 05:44 by Jamie Lywood
I had an interesting experience with Halfords over the past 24 hours.  I traveled 42 miles to get a Power Pack from the Hereford store.  When I got home I discovered that it was a previously returned item with parts missing.  The store said that I would have to take it back and apart from offering to put the missing part in the post refused to do anything else.  The national Customer Service Hotline spoke to the store manager who implied that I was lying about damage to the unit's labeling - again the only option offered was if I returned to Hereford with the item.  The Customer statements on the website are very customer centric (http://www.halfordscompany.com/strategy/customer-focus) so,  as I was aware of the recent exit of the CEO of Halfords, I decided to write to the new interim CEO - Mr Dennis Millard.  A quick response from his Executive Assistant and a call from the Area Manager within a few hours has restored some faith - it is a shame that the response and apology was so reactive.  
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