What went wrong? "What went right ?" would be more appropriate. We wanted to buy a bike for our grandson's birthday. He lives 150 miles away, & the plan was that we would order a bike online for our son to pick up in his local store on our grandson's birthday (in a couple of weeks time). The website ad stated that we could reserve the bike, and also personalise it with his name. Neither proved to be possible, although we chatted with a pleasant lady on the chat/helpline - she also could not access these options & suggested we should go into our local Halfords store where we could pay for the bike and arrange for it to be personalised and sent to our son's local store for pickup. Untrue. We made a special journey into town only to discover that this was not an option. It seems we are unable to pay Halfords for an item in one store & have it picked up in another Halfords store. By now we were getting frustrated, but came home and telephoned our son's local store, only to be told that they are not allowed to take payment over the phone and our son would have to go in to reserve or buy the bike (and arrange for personalisation) and then we would have to send money to him via bank transfer. This is NOT how we like to buy birthday presents. Alternatively we could order online and have the bike delivered, unassembled, but could not guarantee it would arrive on our grandson's birthday, or at a time when his working parents would be at home to receive it. We might as well order from Amazon. We are sure we are not the only grandparents who like to buy presents for distant grandchildren. Poor show Halfords - you clearly don't want the business.