Terrible experience buying accessories from Ford.com

[Whiskey Bizness]

So, I decided to use my reward points and the recent Memorial Day sale on Ford.com to order the molle panel for my Bronco's rear gate.

Today, FedEx delivered a very mangled and open box missing the hardware and instructions (Problem #1).

After forcing the FedEx driver to document the bad delivery, I called Ford's help line and explained the issue to them. I was informed that they could not send me just the replacement hardware (Problem #2) and that I would have to return the entire package to them and wait up to 30-days for the replacement to be sent out (Problem #3).

When I explained that this was not a satisfactory response and asked to speak to a supervisor to see if they could help cross-ship a replacement or just have the necessary missing hardware expedited to me, I was told that I would be put in a queue to have a supervisor call and that it could take 48-hours for them to do so (Problem #4).

Any plans that I had of installing this thing over the upcoming weekend are completely gone at this point, obviously, and there seems to be no quick path to resolution.

Overall a completely shitty experience buying from Ford's online accessories store and one that I would offer as a cautionary tale for anyone else thinking about buying anything from them.

I am sure that most people never have a problem, which is fantastic, but if you do you can just expect to be out time and money while you wait for them to unfuck the situation.

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[Beach_Bum]

It's more common than it should be. Ford is really terrible when it comes to eCommerce.

You will find if/when a supervisor follows up that there is no resolution by just sending hardware. You will have to send the product back. Because you used FP points, it will complicate the refund. Then you'll have to repurchase the item (if you still want it), but then will learn that they won't sell it at the discounted price as the sale has long expired. The good news is that promotions are offered frequently so you'll be able to use a 20% code when it comes around.

At the end of the day, the hassle and aggravation isn't worth it. You would be best served by going to the hardware store and find suitable hardware (presuming you have instructions and an item list).

 

[userdude]

Ford parts distribution strikes again.

 

[Whiskey Bizness]

It's more common than it should be. Ford is really terrible when it comes to eCommerce.

So I have learned.

You will find if/when a supervisor follows up that there is no resolution by just sending hardware. You will have to send the product back. Because you used FP points, it will complicate the refund. Then you'll have to repurchase the item (if you still want it), but then will learn that they won't sell it at the discounted price as the sale has long expired. The good news is that promotions are offered frequently so you'll be able to use a 20% code when it comes around.

Oh, I can't wait to be further annoyed by this experience.

At the end of the day, the hassle and aggravation isn't worth it. You would be best served by going to the hardware store and find suitable hardware (presuming you have instructions and an item list).

I am going to call Putco tomorrow and appeal to their generosity to help me with the hardware. If they won't, then I am going to send the whole damned thing back to Ford for a refund and buy a more expensive product from one of the different vendors manufacturing alternatives to the Putco version.

The thing that burns my ass the most is the complete waste of time that this will be.

 

[Q1svt]

Why are you mad at FORD? FedEx is the one that damaged the box and parts.

I purchased a Tremec 5 speed and FedEx used it like a pogo stick before it got to my house... and the Driver left it on the porch without the required signature.

edited: and why I never leave home without it... Amex
Just mentioned their name and chit got fixed ASAP

 

[Whiskey Bizness]

Why are you mad at FORD? FedEx is the one that damaged the box and parts.

I realize that reading comprehension is at an all time low in our society, but try a little harder and re-read what I wrote. FedEx created the problem but Ford's glacier-like speed of addressing these situations is also a problem.

edited: and why I never leave home without it... Amex
Just mentioned their name and chit got fixed ASAP

Getting Visa involved isn't off the table yet.

 

[Q1svt]

I realize that reading comprehension is at an all time low in our society, but try a little harder and re-read what I wrote. FedEx created the problem but Ford's glacier-like speed of addressing these situations is also a problem.




Getting Visa involved isn't off the table yet.

LOL... standard policy for just about ALL delivery companies is the shipper is responsible... You need to file a claim with them. Just how life is. Need to put on you big boy pants

Full discloser I'm a FORD shareholder...

 

[VirginiaHeritage]

That is some crappy customer service. I only have one minor gripe with them so far after 4 orders. I paid $19 for the 4-Door cargo net that is listed as an “Exact Fit” for my Bronco and it doesn’t fit. Super loose and no net tension because I have the Ford slide-out tailgate installed with the tie down hooks on top. Apparently they must be closer together than the originals on the cargo area floor would have been. I rechecked the Ford.com website and it doesn’t say anything about “Not compatible with Ford slide-out tailgate”.

If it was something more expensive, I’d be really annoyed. I may try to MacGyver it so it’s functional.

 

[adam1991]

deliver to dealer for pickup. Problem solved.

 

[Doc TOC]

@Whiskey Bizness - Why are you blaming Ford for FedEx's mess?
You are pissed at the wrong people.

This happens all the time with FedEx, and every other carrier out there. They just don't want you filing the claim with them (FedEx).

So cool your emotions and let logic come back. Nobody likes receiving damaged stuff. We get it. But that happens in this ship-it-f'ing-fast market. Are you telling us your Amazon stuff has been perfect (rhetorical).

And you probably didn't need it immediately for a road trip. So, when it does show up, put it in and still be happy it was a good deal. Why screw yourself over just to prove a point.

 

[Doc TOC]

deliver to dealer for pickup. Problem solved.

AGREE!!!

The dealer will make sure it's right, before you even see it.
PLUS, they usually get shipped from a different warehouse than "ship-direct" fulfillment

 

[Whiskey Bizness]

This is accurate.

 

[VirginiaHeritage]

@Whiskey Bizness - Why are you blaming Ford for FedEx's mess?
You are pissed at the wrong people.

This happens all the time with FedEx, and every other carrier out there. They just don't want you filing the claim with them (FedEx).

So cool your emotions and let logic come back. Nobody likes receiving damaged stuff. We get it. But that happens in this ship-it-f'ing-fast market. Are you telling us your Amazon stuff has been perfect (rhetorical).

And you probably didn't need it immediately for a road trip. So, when it does show up, put it in and still be happy it was a good deal. Why screw yourself over just to prove a point.

I’ve had damaged stuff from Amazon twice. One due to a third party carrier. Sent them pics and both times they’ve told me to keep the damaged item and immediately sent a replacement.

It’s not about Ford vs FedEx being at fault. It’s about a retailer taking care of a disappointed customer who is NOT at fault. Some companies excel at it. Sounds like Ford Accessories has some work to do because they likely lost a customer.

I was a product and marketing manager for an ecommerce company that did $65 million a year in online sales. If anyone in our customer service department had dicked around with a customer who didn’t get what they ordered (and it was documented) instead of apologizing and getting it handled ASAP, I would have fired them on the spot. The fact that he’s here in a public forum posting about it is a clue as to why.

The COMPETENT response from Ford would have been to send him a complete replacement order immediately and give him 30 days without charge to return the damaged/partial order either by return shipping OR by return to any Ford dealership.

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