Terrible experience buying accessories from Ford.com

[adam1991]

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.

And now imagine the car built by that same organization.

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[HOSSMAN]

Yeah, it's a joke. Most the times they allow for accessories to install don't match actual time and we take it in the shorts at the dealer on the labor side. Then there is the whole minimal communication between the customer, Ford and the dealer... I am opting out of the program, creates more issues than happy customers.

 

[HP11]

Had a similar problem with Ford Accessories after they sent me a fender cover instead of a rear differential cover I ordered using my points. You would think the return and exchange would go easy... nope. Several calls, promises of escalation over a 60-day period led to frustration and failed resolution. After contacting my credit card company (points didn't fully cover the order) Ford Accessories partially refunded my order in less than 24-hours however keeping many of my points valued at approximately $20.00. I hope it works out for you but too many threads of members having a bad experience. Buyer beware.....

 

[FoCoBronc]

amazingly, had similar problems with Ford Merchandising-the comment on Ford not understanding e-commerce very true

 

[StarrBronco]

I too can vouch that Ford Accessories sucks. I used points from purchasing my 25 Base to buy a few items. The mud flaps were sent in the clear plastic bags that they're packaged in at the factory. No box, just plastic mud flaps in a plastic bag. Of course they were scratched up in transit. The other item (door sill guards) was total trash. Whatever laser engraving process they use to imprint the logos clearly needs refinement, as half of the word "Bronco" was missing. Arranged for a return and sent them back. Here we are, well over a month from when they were received back at their warehouse, and zero progress. I've called customer service three times. I was conveniently disconnected twice, and on the third call, I was told that it could take up to 60 days. So when they tell you 30 days, that's a flat-out lie. They must like the "one and done" customers, because I would never willfully buy from them again. Pretty sad.

 

[StarrBronco]

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

Your assumption is that FedEx damaged the parts. The items that I purchased from Ford were shipped in the flimsy original packaging that was never intended to be shipped across the country without some form of external protection. You could ship a wine glass in a Ziploc bag, but don't expect favorable results.

 

[Imaginary Friend]

Yep, Ford Accessories sucks.

Bought the wife a new Escape ST in March, so I had a bunch of points to burn. Why not pick up some splash guards for the new rig? Ordered what was said would fit, the rears did but the fronts didn't. The ones that didn't fit were non-returnable, naturally. Ordered the second of two options for the fronts (said not to fit, but did), as I had enough points to cover most of the order. Order sat in limbo for over a month, calling was no help. Finally got them to cancel after two weeks of contact and bought them for less off eBay.

Never again.

 

[BroncoA512021]

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.

I have always had it delivered to a local Ford dealer. If damaged - you can reject ti and they will get a new one quickly.

 

[Fordified1]

FedEx is horrible…. Probably as bad as USPS. Sucks that Ford isn’t handling it any better, and sounds like better packaging probably would have saved the day.

 

[Bigmoose]

Its a blessing in disguise. The ford molle panel for the tailgate is a pile of crap. This is the universe telling you not to install it.

 

[NC_Oak]

deliver to dealer for pickup. Problem solved.

not always the case - i had something delivered to delaer and then the dealer had to return it. no sweat on my end right? yet it took 2 months, no exaggeration, for me to get my refund. this is after numerous calls, we all the know the "would you like your case number" and that "it will be escalated to blah blah".

 

[adam1991]

not always the case - i had something delivered to delaer and then the dealer had to return it. no sweat on my end right? yet it took 2 months, no exaggeration, for me to get my refund. this is after numerous calls, we all the know the "would you like your case number" and that "it will be escalated to blah blah".

that's interesting.

I've had one single phone interaction with the Ford accessories people; it went swimmingly.

 

[Beggsie]

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.

My Bronco isn't modified and the cargo net is loose as heck.

 

[NC_Oak]

that's interesting.

I've had one single phone interaction with the Ford accessories people; it went swimmingly.

good to hear. I've ordered 3 things. One returned (did not go swimmingly but in the end was refunded), one received at local dealer within 5 days after order (went swimmingly) and one was ultimately cancelled by Ford after about 6 weeks as they could not locate inventory, this was after I was told it shipped. Most frustrating was that my local dealer said there was stock in the ATL warehouse but by the time ford got they crap together that inventory was gone. So I'm batting .333 with ford parts.

 

[VirginiaHeritage]

My Bronco isn't modified and the cargo net is loose as heck.

Huh. I would need a big load to get mine slightly snug. I couldn’t do this, for example:

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