Halfords sold me a van battery for £135 that I didn’t need…then it broke down: CRANE IN THE BOX

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 requested a battery and alternator test and was told it was possible.

The battery was checked and Halfords sold me a new one for £135. However, the alternator was not checked. I trusted Halfords had done what was necessary 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 overcharged.

I asked the staff member to check the alternator again for peace of mind, but was then told that Halfords does not carry out alternator testing, despite saying the day before that they could do so.

Then I went and broke down, which cost me £160 for recovery and £450 for repairs.

I went back to the Halfords store and they said I could return the battery if I charged it.

I did, but when I returned to Halfords they told me I needed a code from customer service to get a refund.

I spent the last ten weeks trying to get a code but every time I call they tell me someone will call me back in 24-72 hours but then it doesn’t happen.

A week ago, I called again and they told me that I no longer have a return date, so I can’t return the battery. AS, Kent

Helen Crane, This is Money’s consumer advocate, responds: I’m sorry that Halfords gave you the runaround and that returning the battery proved impossible.

For those who are not car enthusiasts, the function of the alternator is to charge the battery and supply electricity to the vehicle.

When the battery light comes on, it may mean that the alternator is flashing.

He is quite knowledgeable about engines and knew his alternator needed to be checked, along with the battery.

However, when Halfords staff sold him a battery and let him go on his way, he decided to trust the experts.

That turned out to be a mistake. Not only did you end up buying a new battery that you didn’t need, but the actual problem with the truck still wasn’t fixed, leading to it breaking down a day later.

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

You asked Halfords if you could at least get a refund for it, given all the problems it had caused.

Halfords said you could return it to the store if you cashed it in, so you did.

But their leftover battery didn’t even have a chance to return to the shelves, as their attempts to get a “refund code” stalled.

This is a practice I have never heard of. You had the receipt, so in theory you shouldn’t have needed another proof of purchase.

However, while Halfords’ returns policy does not mention any rules about returning batteries, it does say that “specific guidelines” must be followed when returning products containing potentially dangerous substances.

The all-important code can only be obtained from Halfords customer service, who you have called at least nine times and each time been promised a callback that never arrives.

It’s probably good to be careful when removing items containing dangerous chemicals, 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 them how they were going to fix the problem with their van.

I’m happy to report that you’ve been refunded for the battery, with no need for you to take it back to the store (and therefore no need for an elusive refund code).

He also paid her a goodwill amount to cover part of the cost of her breakdown, although she didn’t tell me how much.

A Halfords spokesperson said: “We are sorry for the frustration and inconvenience this situation has caused.”

“We are pleased to have resolved this matter by refunding the cost of the battery and also offering a gesture of goodwill towards the cost of the breakdown.”

I’m glad this is resolved and you and your truck can continue driving.

CRANE IN THE CASE