Halfords Group review: Complaints and concerns ignored and no refund given

Before I begin I ask you to read the complaint in full as previously I have received responses which indicate either the email was not read or it the reply was doing using AI and has not been actually understood. For clarity, I have attached a copy of an invoice which I have paid for which proves that I had the car fixed independently and that Halfords did not hand the car back repaired as has been claimed by the email responses I have received, I am not asking anyone to pay this to me. I have also attached a paper written by Charlotte and handed to me when I picked my car from Halfords confirming my service was to be refunded back to me, stating anything that I had paid would be refunded back which included my MOT and service which were both paid in advance online.

I sent my car in to the Halfords auto tyres branch in Stockport (246 Wellington Rd S, Stockport SK2 6NW ) on December 30th. The car went in initially for an MOT and service, I was then told there was a fault with the ABS module and it would take a day, this stalling went on for 8 days, each day I was told it should be done the next day and every day after not receiving a call I called the centre only to be put off for another day as the part was faulty and they needed a new part. With Halfords now having my car for 8 days and no end in sight I called the customer support centre and asked if I could pick up the car and take it somewhere else as I had no other means of transport and I work full time and have caring responsibilities for my 73 year old mother so I need my car. I was told that I cannot pick up my car as its been sent to Robins and Day Stockport for repair. I called Robins and day and they confirmed that they did not in fact have the car. I then called the branch that had my car and this time they told me they had sent it to 'vauxhall electrical services Stockport' which does not exist. I asked for the phone number of the garage and was provided with one, when I called the garage they told me that they were called Vehicle electrical services and that they do not have my car and have not been spoken to by Halfords despite Halfords telling me this. Moreover, they informed me that they also do not have the capacity to take my car for another 2 weeks. Sam at Halfords told me it was book in from 9am at Vehicle electrical services all day to be fixed as a priority. I was at work so could not call Halfords back but I left my mobile number with vehicle electrical services and asked them to call me if Halfords called them. A few hours later I was called by vehicle electrical services and told that Halfords just called and will be dropping my car off to them today.

My car was then with vehicle electrical services until January 12th, after which point I was advised that the part wouldn't be available for anywhere between a month or indefinitely and advised that I can pick my car unrepaired. I arrived to pick my car that day and the car had been parked on the pavement outside the premises with the bumper almost touching a public bin. To reiterate I was given the car back unrepaired with the ABS still not working. I was then told that I would receive a refund of my MOT and service as a goodwill gesture which hasn't happened and we are a week on from the date I was told this. I received an email from the customer service team as I made a complaint and I believe that the email response was done by AI as it did not address my questions around being lied to about where my car was and the email stated that I had received the car back repaired when it had not been repaired.

I have asked on several occasions to speak to someone about my complaint and despite calling and emailing several times and being given timeframes of 48 hours or 72 hours I have not received a call from anyone to address my concerns. Again, I believe all the emails I have been sent are generated by AI as they do not answer my questions and keeps asserting that the car was given back to me fixed which was not the case. Once I got my car back I took it back to vehicle electrical services as they had already seen my car and to prove that I have had to get it fixed and paid for it myself I have attached a receipt dated today as I have picked up and paid for my car from them this week.

I have been lied to repeatedly and even when I attempt to correct the record I am told that I am wrong and the car was handed back repaired. I would like answers as to why I was lied to and a date for when my refund will be issued and I would like answers by phone as email communication has been automated and I have yet to speak to someone on the phone regarding this issue.
Additionally, today I attempted to gain clarification as non of my questions have been answered and the customer service rep hung up on me. In addition to this, despite being told my service would be refunded as a good will gesture by the branch manager, I have now been told this will not happen. All in all I feel exhausted and sickened by the way this has been dealt with and to add insult o injury, I have asked on multiple occasions to have someone call me as I have issues with emails due to anxiety and migraines I have only continued to receive emails.

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