Anyone have issues with Ford Parts?

[atfarris]

I'm mainly just venting here... But got my new Maverick right at the end of January(Love it so far). Waited a bit, and with my Ford Pass points I ordered floor mats on 02/02. Got 'my' mats a week later(delivered to the wrong house, but that's a fedex issue not Ford). I use quotes, because I got sent the wrong mats. I got 2 small mats, that I later found out were for the backseat of an Explorer.

I reach out to support, and they ask me to return them for a refund. I explained that I didn't want a refund, I'd just like for them to send me what I ordered, and I can ship back what they sent me. Apparently their 'system' doesn't work that way, and I have to be refunded - then buy the mats again. Annoying, but sure. I ship back the incorrect mats and they arrive at their warehouse on 02/14. I'm still waiting for my refund... Ford support just tells me that it will take 'up to 30 days' to refund my points, and can give me no updates.

Here's the kicker though. I explained that I wanted to make sure I can re-order the mats in February because I want to use the 15% off coupon. The agent tells me that because I used the coupon once I can't use it again. So, because ford parts sent me the wrong floor mats I have to re-purchase them again at full price? All the agent tells me is that he doesn't have the authority to give me a coupon.

Again, I'm mainly here to vent. Am I crazy, or is this just ridiculous customer service?

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[RG Mav]

Poor Service and a bad system.

 

[SLH13]

Sounds about right for online purchases. I had the same with LLBean. I used my points, they sent the wrong size. I wanted to exchange it for the size I ordered. I had to do a return, even though the item they sent was not what I ordered. Then they wanted to me to pay for it because I had "used my points".
With a lot of "let me speak to your supervisor". I ended up with my free $90 shoes. (Lot's of points)
Be firm, but nice. Just keep asking for supervisors.

 

[atfarris]

Sounds about right for online purchases. I had the same with LLBean. I used my points, they sent the wrong size. I wanted to exchange it for the size I ordered. I had to do a return, even though the item they sent was not what I ordered. Then they wanted to me to pay for it because I had "used my points".
With a lot of "let me speak to your supervisor". I ended up with my free $90 shoes. (Lot's of points)
Be firm, but nice. Just keep asking for supervisors.

That's fair. That's what I planned to do once I finally get refunded. If that ever happens. Figured I'll have to try to get with a supervisor.

 

[Jah.]

Order directly from dealership would probably work better imo .

 

[atfarris]

Order directly from dealership would probably work better imo .

You're probably right lol. I was just trying to skip the middle man and get it delivered directly to me.

 

[Ozarkbeard]

If you get your money back, just order some decent mats on Amazon. There are many that are better then the Ford OEMs and some of them are cheaper. Use your points for something else later.

 

[Becker300]

I'm mainly just venting here... But got my new Maverick right at the end of January(Love it so far). Waited a bit, and with my Ford Pass points I ordered floor mats on 02/02. Got 'my' mats a week later(delivered to the wrong house, but that's a fedex issue not Ford). I use quotes, because I got sent the wrong mats. I got 2 small mats, that I later found out were for the backseat of an Explorer.

I reach out to support, and they ask me to return them for a refund. I explained that I didn't want a refund, I'd just like for them to send me what I ordered, and I can ship back what they sent me. Apparently their 'system' doesn't work that way, and I have to be refunded - then buy the mats again. Annoying, but sure. I ship back the incorrect mats and they arrive at their warehouse on 02/14. I'm still waiting for my refund... Ford support just tells me that it will take 'up to 30 days' to refund my points, and can give me no updates.

Here's the kicker though. I explained that I wanted to make sure I can re-order the mats in February because I want to use the 15% off coupon. The agent tells me that because I used the coupon once I can't use it again. So, because ford parts sent me the wrong floor mats I have to re-purchase them again at full price? All the agent tells me is that he doesn't have the authority to give me a coupon.

Again, I'm mainly here to vent. Am I crazy, or is this just ridiculous customer service?

Yes, i bought the Ford tonneau soft cover, and it is a disaster. Over-priced, stitching crappy, puckers across the rear. Have taken it back 3, yes 3 times. Dealer is NOT standing by what i purchased from them.

 

[yrbrand1]

I'm mainly just venting here... But got my new Maverick right at the end of January(Love it so far). Waited a bit, and with my Ford Pass points I ordered floor mats on 02/02. Got 'my' mats a week later(delivered to the wrong house, but that's a fedex issue not Ford). I use quotes, because I got sent the wrong mats. I got 2 small mats, that I later found out were for the backseat of an Explorer.

I reach out to support, and they ask me to return them for a refund. I explained that I didn't want a refund, I'd just like for them to send me what I ordered, and I can ship back what they sent me. Apparently their 'system' doesn't work that way, and I have to be refunded - then buy the mats again. Annoying, but sure. I ship back the incorrect mats and they arrive at their warehouse on 02/14. I'm still waiting for my refund... Ford support just tells me that it will take 'up to 30 days' to refund my points, and can give me no updates.

Here's the kicker though. I explained that I wanted to make sure I can re-order the mats in February because I want to use the 15% off coupon. The agent tells me that because I used the coupon once I can't use it again. So, because ford parts sent me the wrong floor mats I have to re-purchase them again at full price? All the agent tells me is that he doesn't have the authority to give me a coupon.

Again, I'm mainly here to vent. Am I crazy, or is this just ridiculous customer service?

Order cubby for bed. Found out already had it in my xlt. Brought back to dealer said cannot accept because box was opened. Called ford parts and they said was dealers choice to accept or not

 

[Hot Runr Guy]

I'm 3 weeks into a dispute with them. Ordered a full set of wheels thru the Accessories Store, for delivery to the dealer. They came in, and while the Dealer was swapping my tires over, noticed some scratches on 2 of the new wheels, but mounted them anyway. I initiated a claim with Ford Parts, as of this morning they are washing their hands of the problem, and are leaving it up to the Dealer to initiate a warranty claim.

I have no interest in causing the Dealer grief on this, and told them to forget about the warranty claim. I expected (hoped) that Ford Parts would toss some FordPass points at me, no way am I going thru a re-ordering and re-mounting scenario, as there's no guarantee that new ones won't have similar defects.

I doubt that I'll be using them as a source again.

HRG

 

[Master Blaster]

Get the floormats from anyone except Ford. The Ford driver's side one has a cutout under the gas pedal, right where any dirt on your boot will drop. Everyone else did it without a cutout, so the carpet will be a whole lot cleaner. Most of the aftermarket ones are cheaper as well.

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