Halfords bought me a £135 van battery I did not want… then I broke down: CRANE ON THE CASE

I have a van that I drive for work. In July, the battery light came on, so I visited my local Halfords branch in Whitstable, Kent. I asked for a battery and alternator test and was told this was possible. 

The battery was checked, and Halfords sold me a new one for £135. However, the alternator wasn’t checked. I trusted Halfords had done what was needed and drove to work, but the battery light was still on. 

The next morning I returned to Halfords to ask why this was happening, and was told that sometimes the battery light stays on when the battery is over-charged. 

I asked the staff member to check the alternator again for peace of mind, but was then told Halfords don’t do alternator testing – despite saying the previous day that they could do it.

I then drove away and broke down, costing me £160 for recovery and £450 in repairs.

Stranded: Our reader’s van broke down after he got it checked at a Halfords store in Kent

I returned to the Halfords store and was told I could return the battery if I charged it.

I did that, but when I returned to Halfords I was told I needed a code from customer services to get a refund.

I’ve spent last ten weeks trying to get a code, but every time I call I am told someone will ring me back in 24-72 hours, then it doesn’t happen.

A week ago, I called again and was told I was now out of the return date so can’t return the battery. A.S, Kent

Helen Crane, This is Money’s consumer champion, replies: I’m sorry you were given the run-around by Halfords, and that returning the battery proved a non-starter. 

For those who aren’t car buffs, the job of the alternator is to charge the battery and supply electricity to the vehicle. 

When the battery light comes on, it can mean your alternator is on the blink. 

You’re fairly knowledgeable about motors and knew that your alternator needed checking, alongside the battery. 

However, when the staff in Halfords sold you a battery and sent you on your way, you decided to put your faith in the experts. 

That turned out to be a mistake. Not only did you end up buying a brand new battery that you didn’t need, but the real issue with the van still wasn’t fixed, leading you to break down a day later.  

The total cost of the breakdown was £610, and you’d also paid £135 for the battery. 

You asked Halfords if you could at least be refunded for that, given all the trouble it had caused. 

Halfords said you could return it to the store if you charged it, which you did. 

But your surplus battery never even got a chance to go back on the shelves, as your attempts to get hold of a ‘refund code’ stalled. 

This is a practice I’ve never heard of. You had the receipt, so in theory should not have needed other proof of purchase. 

However, while Halfords’ returns policy doesn’t mention any rules about returning batteries, it does say that ‘specific guidelines’ must be followed when returning products containing potentially hazardous substances. 

Warning sign: A.S knew something was wrong when, after Halfords sold him a new battery for his van, the battery light remained on. Shortly after, the vehicle broke down

The all-important code could only be obtained from Halfords customer services, who you have called at least nine times and each time been promised a call-back which never arrives. 

Being careful about taking back items containing dangerous chemicals is probably a good thing, but for this code system to work the company in question needs to pick up the phone – and ideally before the refund deadline expires. 

I contacted Halfords to ask how it was going to make right your van vexation. 

I am pleased to say it has refunded you for the battery, with no need for you to take it back to the store (and therefore no need for an elusive refund code).  

It also paid you a goodwill gesture amount to cover some of the cost of your breakdown, though it did not tell me how much. 

A Halfords spokesman said, ‘We are sorry for the frustration and inconvenience this situation has caused. 

‘We’re pleased to have resolved this matter by refunding the cost of the battery and also providing a gesture of goodwill towards the cost of the breakdown.’

I am pleased this is sorted, and you and your van can keep motoring on.