This is regarding a recent bike order for a Boardman ADV 8.6. The bike was delivered on Wednesday 25th November, and when the box was opened I found it was not built adequately with one of the pedals not attached to the bike and no associated equipment or instructions in order to do this ourselves. This was deeply frustrating given an additional £25 was paid to have the bike built upon delivery. On Thursday 26th, I phoned the appropriate customer service team and explained the situation, and the woman over the phone made it sound quite simple that the bike could be collected and have the pedal put back on before being re-delivered (or taken to nearby store and recollected), which would take approximately 24 hours with being a fairly small job. The bike was collected by DX Delivery following this arrangement on Friday 27th November. It should be noted that I had to wait until dark and later in the day for both Hermes to deliver the parcel and DX Delivery to collect it. It should also be noted that from this point I had not received a single email about the status of the order/bike from it being delivered. This morning I rang customer service again to find out exactly where the bike was up to, and was initially deeply frustrated with the amount of time wasted with being put on hold and then cut off. The third time round, I eventually got through on the phone to a different person at Halfords and explained the situation, who to my disbelief said that a refund has been issued and the bike could not be returned, as the initial bike sent back would be classed as faulty and there are no replacement bikes currently available. This was extremely irritating not knowing at the time that the bike collected on Friday would have not been returned back to me. So, not only I am extremely disappointed about poor service in terms of the bike build, but also about the very false information I received from the customer service team last week in relation to the bike collection and having it returned. So, I am now without a bike and cannot go back and order anything as nearly all similar models are out of stock, and I am waiting for a refund. This is definitely an experience I would never want to have again.