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We had placed an online order for a bike and included bike build service too. When we had collected the bike, we were presented with a PDI form that was partially filled with missing Frame number from it. The frame number of the bike was part of the receipt, that was supposed to be filled by staff and signed for. Nither it was filled by the staff in the branch nor we were guided or advised to get it filled up (ourselves) when we collected the bike.
The last Tuesday we had our bike stolen and as soon as we noticed the theft had reported it to the police including the video of the potential culprit captured in one of the cameras. To claim our bike back we are required to provide bike frame number to police. To get the number we looked at our receipt/ PDI form for the frame number. To our disappointment, the information was missing from the receipt. Immediately we contacted customer service, and we were assured that this information should be available from the store that we requested bike build service and collection from. We did receive a call from the store and to add on to our disappointment, the response we got was that it is the customer's responsibility to take a note of frame number and the store has no records of this.
We completely understand that if the bike was ordered online and delivered to a home address or to be collected from the store without build service, it would be customer's responsibility to take care of building the bike and to note necessary information of the bike and purchase (because we feel while building a bike and going through the guide we would have definitely come across the frame number ). However, in our case, we had ordered online but selected bike build service and collection from a store, so we did not have any box or guide related to the bike. All we were given from the store was a ready built bike and a receipt with missing information signed by a member of staff. We once again called customer service and spoke to Katie about the response that we got from the store. Katie assured us once again that this time customer service team will try to get in touch with the store and will update us with their response as soon as the store replies. Considering the time to be crucial for us and having not heard anything back, we contacted customer service the next day and agent on the call confirmed that the response from the store was already in. Nobody bothered to update us as promised overcall. Once again on call, we were assured that the case is escalated to get frame number for the bike that was sold to us. Also, we were told that we should receive an email with contact details of the Halfords compliance team on the same call, but nothing in the inbox yet again.
I called in today to CS and after 40 min of call and discussion with the manager, an agent responded to our email saying
"We are not obliged to note down the frame number of the bike on the PDI form given with the bike and it is the customer's responsibility to keep a record of this information."
Spoke to CAB and they suggested to send a letter using consumer act 2015 ref. I am trying to draft one but not sure if I should put full bike price as damage and refund or price reduction of a certain amount on next purchase.
Please advice?
Thanks in advance!
The last Tuesday we had our bike stolen and as soon as we noticed the theft had reported it to the police including the video of the potential culprit captured in one of the cameras. To claim our bike back we are required to provide bike frame number to police. To get the number we looked at our receipt/ PDI form for the frame number. To our disappointment, the information was missing from the receipt. Immediately we contacted customer service, and we were assured that this information should be available from the store that we requested bike build service and collection from. We did receive a call from the store and to add on to our disappointment, the response we got was that it is the customer's responsibility to take a note of frame number and the store has no records of this.
We completely understand that if the bike was ordered online and delivered to a home address or to be collected from the store without build service, it would be customer's responsibility to take care of building the bike and to note necessary information of the bike and purchase (because we feel while building a bike and going through the guide we would have definitely come across the frame number ). However, in our case, we had ordered online but selected bike build service and collection from a store, so we did not have any box or guide related to the bike. All we were given from the store was a ready built bike and a receipt with missing information signed by a member of staff. We once again called customer service and spoke to Katie about the response that we got from the store. Katie assured us once again that this time customer service team will try to get in touch with the store and will update us with their response as soon as the store replies. Considering the time to be crucial for us and having not heard anything back, we contacted customer service the next day and agent on the call confirmed that the response from the store was already in. Nobody bothered to update us as promised overcall. Once again on call, we were assured that the case is escalated to get frame number for the bike that was sold to us. Also, we were told that we should receive an email with contact details of the Halfords compliance team on the same call, but nothing in the inbox yet again.
I called in today to CS and after 40 min of call and discussion with the manager, an agent responded to our email saying
"We are not obliged to note down the frame number of the bike on the PDI form given with the bike and it is the customer's responsibility to keep a record of this information."
Spoke to CAB and they suggested to send a letter using consumer act 2015 ref. I am trying to draft one but not sure if I should put full bike price as damage and refund or price reduction of a certain amount on next purchase.
Please advice?
Thanks in advance!
