Halfords supplied incorrect parts based on their car registration tool

thoughtful_fox

I recently purchased some brake discs from Halfords via their website. I used the tool they provide where you can enter your car registration and it then identifies the appropriate parts. When I came to fit the discs, they fit onto the car no problem, but didn't look right. I subsequently asked a much more experienced friend who identified that the discs appeared to be too small in diameter. Looking on the Halfords website again, it became clear that the registration number tool returns two different sizes of disc as being appropriate for the car, when in fact only one size is correct (it uses brake drums on the rear so there is no front/rear confusion). Measuring the old discs confirmed the larger ones were correct, and the ones supplied were too small.

Checking Euro Car Parts as an alternative, using a similar registration number tool they only returned one size of discs, the correct larger size. Halfords' tool is obviously returning incorrect results, but as a consumer shouldn't I be allowed to rely on the tool provided? Or is it my responsibility to then confirm separately (in which case why have the tool at all)?

Before I try to return the incorrect discs to Halfords (I've already purchased the correct ones from Euro Car Parts), I was wondering what my consumer rights are here. The product isn't faulty, and I have opened it (broken the holographic sticker type seal) and fitted it onto the car before realising it didn't look right, which I'm fairly sure Halfords would use as a reason to refuse a refund. What would be my best argument to get a refund?

Thanks in advance.

Aylesbury_Duck

What do the terms on their site say?  Anything about it being a guide only, and your responsibility to check?

thoughtful_fox

Aylesbury_Duck said:

What do the terms on their site say?  Anything about it being a guide only, and your responsibility to check?

I can't find anything directly about the lookup tool, no.

There are terms of use for the website stating:

"No reliance on information: We have taken every care in the preparation of the content of our sites and our App. To the extent permitted by applicable law, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on any of our sites and our App. Due to the changing nature of the information contained on our sites and our App we shall have no liability whatsoever for any damages or losses arising directly or indirectly as a result of any of the information accessible via the sites and the App not being accurate, complete or up to date."

And, there is something in the T&Cs about product information, saying

"All weights and sizes are supplied as a guide only and are approximate"

but these terms seem to apply to the actual specifications/info on the product page itself (which is right) rather than the products being shown by the tool.

When using the tool there is even a blurb at the bottom saying

"Our car parts finder makes selecting your spares simple. Just enter your registration number and it will only display the parts and spares that will fit your vehicle"

boobyd

*Looking on the Halfords website again, it became clear that the registration number tool returns two different sizes of disc as being appropriate for the car,*


They listed 2 sizes, usually it will say fits disc /caliper size x/y, check before purchase? 

Aylesbury_Duck

I think your best bet to try and obtain a refund is politeness and charm.  I'm not convinced their parts finder can be used against them in this way, because it can't ever be 100% accurate.  Cars can be adapted in a whole manner of ways for a start, and there are too many variations of each model for the system to be totally accurate.   I think the tool is a guide and not a binding guarantee a part will fit.  

I suspect if you explain the situation, they'll help out.  Especially if you're prepared to accept a voucher.  There's always something you can buy there. 

sheramber

if the tool shows two sizes do you not have to select the one you want?

cymruchris

Many cars have more than one size fitted - it depends on a number of factors such as where the car was made, and the parts available at the time of manufacture, some parts have a changeover year - so part X was fitted Aug 2010 - Jan 2011 - and part Y was fitted from Jan 2011 to Feb 2012 - if your car was a 2011 - the chances are you'd have part Y, but you might at a push have part X.

With all car parts - it's best to remove the old one, compare it to the new one before fitting. If there are any differences - they need to be put back in the box and returned before fitting onto the car. 

Although the ECP only showed one fitment - it may be they only showed the most popular fitment for that year. 

The Halfords online checker may not necessarily be WRONG. (Although mistakes do happen)

Your best bet is to be polite in your attempt to return them rather than shouting the odds as to how wrong they were.

Hasbeen

thoughtful_fox said:

I recently purchased some brake discs from Halfords via their website. I used the tool they provide where you can enter your car registration and it then identifies the appropriate parts. When I came to fit the discs, they fit onto the car no problem, but didn't look right. I subsequently asked a much more experienced friend who identified that the discs appeared to be too small in diameter. Looking on the Halfords website again, it became clear that the registration number tool returns two different sizes of disc as being appropriate for the car, when in fact only one size is correct (it uses brake drums on the rear so there is no front/rear confusion). Measuring the old discs confirmed the larger ones were correct, and the ones supplied were too small.

Checking Euro Car Parts as an alternative, using a similar registration number tool they only returned one size of discs, the correct larger size. Halfords' tool is obviously returning incorrect results, but as a consumer shouldn't I be allowed to rely on the tool provided? Or is it my responsibility to then confirm separately (in which case why have the tool at all)?

Before I try to return the incorrect discs to Halfords (I've already purchased the correct ones from Euro Car Parts), I was wondering what my consumer rights are here. The product isn't faulty, and I have opened it (broken the holographic sticker type seal) and fitted it onto the car before realising it didn't look right, which I'm fairly sure Halfords would use as a reason to refuse a refund. What would be my best argument to get a refund?

Thanks in advance.

Most people would take the old discs off and check/compare, before fitting, especially when the site returned 2 different sizes?

Why ask a friend? did you not have a ruler / tape measure? or even sitting old on new would confirm? 

Any way.

All you can now  do is clean them up, hopefully no marks due to you fitting and seal box and return.

Explain to Halfords that you made a mistake. They should refund Ok.

thoughtful_fox

Thanks for the inputs.

The advice to compare the old ones to the new ones before fitting is absolutely right, and in fact I did do that with the pads, but forgot to do it with the discs. A shame it wasn't the other way around as the pads were identical. I guess it's a case of lesson learned, don't trust the tool and check for yourself.

Unfortunately, checking the part to the old one before fitting doesn't prevent mis-ordering, having to make a return, and being in the position of a car that's disassembled waiting for the right part to fit. Then either having to re-fit the old part in order to be able to use the car, or the car being off the road whilst waiting for the correct part to turn up.

It would be better if you could trust the tool provided that's all, as otherwise a lot of its convenience is removed, if one still needs to go and check all the specifications of the part currently on the car to ensure ordering the right version. Euro Car Parts tool managed to work fine.

I will try to make a return explaining the mix up without blaming Halfords and see if they will accept it. From what you are all saying it doesn't seem like there is a consumer rights angle here (correct me if I am wrong).

Spank

The problem with your argument is that they sell 2 different sizes of disk. If they only sold 1 size and it didn't fit you could blame Halfords.

mattyprice4004

You said yourself 2 types of disc were listed - how didn’t you spot this first?
The thinking man would spot this, write down the measurements then go and measure the discs on the car to pick the correct ones. 

You can easily measure them while still fitted removing only the wheel.

Manufacturers often change disc size several times during a production run and also even down to spec level - in this case it’s unreasonable to expect companies to know this inside out (as often it makes no sense at all) - this is where common sense comes in, and you should pick up the tape measure.