Ford Accessories order - Lost, cust svc non-existent

[DoctorWizard]

4 months ago I ordered 3 things from the accessories.ford.com web site and asked them to be sent to my local dealer (to save shipping).
2 Items (hood protector and tailgate assist) arrived fairly quickly.
No word on the third item, a pair of key fobs. No email saying it was backordered, or that there was any problem. Called the dealer several times which looked it up and said the status was "processing". Sent 2 emails to Ford Accessories customer service. No response. Called them voice, was told it had shipped the day before. No email received with any sort of status. Waited 12 days, called the dealer which looked it up and said the status was "in transit". 9 more days and the dealer status was back to "processing". Called Ford accessories again voice, the rep could not come up with an explanation, said it would be sent to a manager, gave me a case number, and said I should hear something in 3-5 business days. 2 weeks later, nuthin. Called again, was told my case number was not valid (even though I read it back to the first rep to make sure I had it correct. I now suspect he just made it up). Got another case number, totally different format from the first, was told I'd get a call back the next day. Nuthin. That was 8 days ago. Dealer status is still "processing".
I have documented everything.
What the heck is going on here?!?!

Anyone else having trouble getting their orders?

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[Dmat]

cancel the order and have it refunded. place a new one with the dealer. they can likely get the discounts added.

 

[BradnChristine]

I bought several items and had them shipped directly to me. Never a hassle. I've heard this story more than once when shipped to a dealer.

 

[A.Bursell]

I ordered an in-stock item well over a month ago now - to be sent to me directly. Waited and waited. Finally started contacting Ford. It is still showing as "released" status to this day. The Reps you talk to can only give you a case number and send an email. I spoke to one Rep who told me it would take 7-10 days for a response. I waited the 10 days, got nothing, and contacted them again. I was not happy at this point and I asked for a manager. Manager called me back and told me the first Rep put the message in a queue to be sent but it never got sent. HE would send one though and follow through on the order. No contact back from him either yet. I went ahead and contacted them back again and hopefully got the right Rep. Still no explanation for what has happened, but I placed another order (since the item had gone out of stock and is now back in stock) and whichever one ships first we will cancel the other. Hoping to see some activity tomorrow!

Not a great experience.

 

[DaVicar]

I don't advise ordering the tailgate liner from them.

Since my dealer doesn't participate in their Direct to Dealer plan (free shipping), I had to have the TL delivered to the house.

The first one arrived shipped in the plastic bag that the vendor shipped to Ford, the Ford Accessories warehouse just slapped a FedEx label on it, and it arrived with a hole punched in the plastic bag big enough to lose the fastener hardware. The liner is a stiff sheet of plastic with corners that ripped open the bag. They PDF'd me a return label, and one week later, they shipped another one.

The second one was shipped exactly the same way, despite my requests to overpack it. This time, it was clearly one that had been returned before, because no one bothered to remove the older labels. And, no hardware, the bag was completely open at one end. Another shipping label was PDF'd.

I gave up on the tailgate liner, told them to credit my points back. It took 32 days for them to credit the points back to my account. There was mention of a Loyalty Discount Credit for my next order, hasn't happened, I'm not expecting much. And, there was an initial $8 shipping charge, which they don't refund. Ironic, in that the shipping was the problem in both cases.

 

[Redline]

I ordered the bed divider and had it sent to my house for $9.99. I think I made the right decision. I would have spent more than that on gas to go get it. It showed up quickly and in good condition. The less people involved, the better, imo.

 

[Montana]

I bought several items and had them shipped directly to me. Never a hassle. I've heard this story more than once when shipped to a dealer.

I had this issue on a $5 part. Long ago, but it happened.

4 months ago I ordered 3 things from the accessories.ford.com web site and asked them to be sent to my local dealer (to save shipping).
2 Items (hood protector and tailgate assist) arrived fairly quickly.
No word on the third item, a pair of key fobs. No email saying it was backordered, or that there was any problem. Called the dealer several times which looked it up and said the status was "processing". Sent 2 emails to Ford Accessories customer service. No response. Called them voice, was told it had shipped the day before. No email received with any sort of status. Waited 12 days, called the dealer which looked it up and said the status was "in transit". 9 more days and the dealer status was back to "processing". Called Ford accessories again voice, the rep could not come up with an explanation, said it would be sent to a manager, gave me a case number, and said I should hear something in 3-5 business days. 2 weeks later, nuthin. Called again, was told my case number was not valid (even though I read it back to the first rep to make sure I had it correct. I now suspect he just made it up). Got another case number, totally different format from the first, was told I'd get a call back the next day. Nuthin. That was 8 days ago. Dealer status is still "processing".
I have documented everything.
What the heck is going on here?!?!

Anyone else having trouble getting their orders?

If you plan on getting something shipped to the dealer, just contact them. They will have the quickest method of shipping at their fingertips and sometimes even cheaper (rare) but most will price match especially if it's from a FORD partner or direct and you can show them the price. Do what you need to do to cancel the order and get your refund if you were ever charged and then just place the order with your dealer.

 

[A.Bursell]

I went ahead and contacted them back again and hopefully got the right Rep. Still no explanation for what has happened, but I placed another order (since the item had gone out of stock and is now back in stock) and whichever one ships first we will cancel the other. Hoping to see some activity tomorrow!

Not a great experience.

Updating myself. Still no call back from the supervisor that promised to personally watch my order. And today I received confirmation of my request to cancel the order, which I didn't. So I guess at this point I've just wasted my time and nobody at Ford can help or cares.

 

[A.Bursell]

Updating myself. Still no call back from the supervisor that promised to personally watch my order. And today I received confirmation of my request to cancel the order, which I didn't. So I guess at this point I've just wasted my time and nobody at Ford can help or cares.

Updating myself again. I tried again and placed another order. Waited a few days and it went into the same non-status. Chatted with a rep who confirmed it wouldn't go anywhere and would be cancelled eventually. So I decided I had enough and decided to cancel it with her. Got confirmation number. I went to CJ Pony Parts and paid more, but got my order in a couple days. Now a week after I cancelled the order, I get notice that Ford has charged me and shipped the order! I just did another chat and the Rep says no problem just return it and you'll get full credit. After all the HOURS I have spend on them not shipping parts, I give up and then they finally ship. There is no way I believe that if I send this back I am actually getting a credit. Waiting on a supervisor now. I'm asking them to just refund the $30 order, which a previous rep already said they would do - but of course nothing happened (never got my courtesy credit either).

DO NOT ORDER FROM FORD ACCESSORIES WEBSITE.

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