Appalling, over the years I have purchased numerous tools from various Halfords stores, partly due t
Appalling, over the years I have purchased numerous tools from various Halfords stores, partly due to the lifetime guarantee they offer. I have also returned tools which have subsequently failed, though not for several years. Their policy now appears to have changed, on trying to return some pliers (admittedly purchased 15-20 years previously - but a lifetime guarantee is a lifetime guarantee) they came up with every excuse you could imagine so as not to honour their guarantee, 'lifetime only means 12 years', 'we don't stock those exact pliers anymore so we can't replace them' and apparently they need the receipt (never been asked for the receipt before because, the tools say Halfords on them). Am I likely to have the receipt for pliers purchased 15+ years ago? No. All just excuses to get out of honouring their supposed lifetime guarantee. What a shame, I used to think Halfords was a good store. Well I can always shop elsewhere and I would advise customers to ignore any guarantees they offer. Very poor. Update: I subsequently contacted customer services by phone, whereupon I was met with more excuses and asked if I could provide my bank statements from 15 - 20 years ago to demonstrate my purchase in the absence of a receipt, this I considered quite frankly so ludicrous as to be insulting. Shortly after ending the call I was contacted by a supervisor from Halfords who said he had listened to the earlier call between myself and his colleague and was most apologetic and seemed somewhat embarrassed. Halfords sent me a set of replacement pliers, as per the guarantee, which I received the very next day. Halfords have gone a small way to redeeming themselves, after a lengthy and frustrating battle. And for this I have restored one star, this is entirely due to the initiative of the supervisor who contacted me at the last minute, well done. This particular store however, never again.