Absolutely useless and a nightmare to deal with. I ordered a part using Fords own registration system. I entered my registration, model and year into their website and the part was sent. Ford suggested a part that was sent and fitted. The part was not the correct colour and after a few emails and a legal letter Ford offered a refund / exchange. Ford sent a link and a return code. I have been trying to generate a return label but their system is failing to generate the label so I cannot return the part. I have emailed several times including Hannah.B who offered the return. I have already submitted a review regarding their poor customer service and lack of response. I now want nothing to do with this company and have purchased another part and have sold the vehicle. Should I not get a response and return label for a full refund and if this matter is not resolved promptly, I will escalate the complaint to Trading Standards and pursue recovery through Alternative Dispute Resolution or the Small Claims Court, where I am confident Ford’s current position will not be upheld.I trust Ford will now resolve this matter professionally and in accordance with its legal obligations.I sincerely hope management will reply to this review because they have ignored my previous review. Is it because you do not care or because you are embarrassed and ashamed?POST REVIEW UPDATEFord’s responsibilityIf multiple factory-supplied part variants exist for a Ford vehicle, it is Ford’s responsibility—through its own registration-based system—to identify and supply the correct variant. The purpose of entering a registration number is precisely to prevent this type of error. It is neither reasonable nor lawful to shift responsibility onto the consumer by not offering up a full refund or exchange after purchasing /and or fitting a part when Ford’s own system was relied upon. Ford cannot legally deny an exchange or refund or suggest you purchase the correct part. Under Section 23 of the Consumer Rights Act 2015, Ford cannot force a consumer to purchase another part, or refuse an exchange because the part was fitted. a customer is legally entitled to be put back into the position they would have been in had FORD supplied the correct part in the first place.Statements suggesting a customer should have “checked compatibility” or “inspected the part before fitment” do not override Ford’s obligations under the Consumer Rights Act 2015. If the item or part supplied was not as described, then fitting the part and realizing it is incorrect for your model of Ford does not remove Ford’s liability where the issue could not reasonably have been identified beforehand.Ford have now offered a full refund however it took a few days to communicate the return as 3 of their support staff kept sending incorrect information.word of advice, if you arrange a DHL collection and it is not suitable for your customer they can take the collection number to a DHL collection point and have it collected at that location. A shipping label does NOT need to be printed.If you offer up a RMA (return merchandise authorisation), this is all that is required with a collection number for the collection point to print the label. It is evident from my dealings with Ford that their support team are not fully experienced and trained hence the appalling service and poor communication I experienced.I am now waiting for my refund and will be happy to never have to deal with Ford again
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