Ford UK Service Parts & Accessories Online Shop Avis 

Even one star is too much. I ordered an oil pump belt that was on offer, after one week I did not receive it, I sent them a message and asked for the reason. They said we don't have that belt. If you don't have it, why sell it?

I placed an order with Ford Shop Online for a pair of velour carpet mats. Payment was taken the same day. I received an acknowledgement of my order, placed on the basis of free delivery within 2-3days of order receipt. I emailed for confirmation that my order had been despatched but they said they could not discuss with me because the email address used to write to them "did not tally with the address on the order". I replied to ask if my order had been despatched as required. I got the same reply saying under GDPR regulations, they could not discuss it. I wrote again, sending a copy of the order acknowledgement and also a photo taken from my bank statement to confirm payment had been made and taken by Ford. They didn't acknowledge that as proof of my order or payment, simply saying that I had to send them an email from the one entered when making the purchase. I have only one email address ! I asked that if they didn't have the order for some reason, they should refund the amount paid. I received no response to them and advised that I would be making a formal complaint and would be obtaining reimbursement via my bank's complaint/refund scheme. The customer service manager, Phil H, advised that they were trying to help but, when asked, offered no proposal ... in fact, no response at all. They are worse than unhelpful, completely and utterly unable to provide simple answers to simple questions. I am now waiting to get my money back through the bank's refund process. I have worked in sales and customer service for over 50 years and have never encountered such eye-watering incompetence and obstruction.
If you need to buy any Ford parts, go to the local dealer instead of trying to deal with a bunch of incompetent shysters. If I could have given a no-star review, I would have done.

Postscript : The correct name of the business I dealt with is shop-ford.com
After all the aggravation and lack of assistance they dealt out, my order (which they couldn't find) was delivered yesterday.

You couldn't make it up !!!

Have been trying to contact for 3 weeks to arrange a return (Hassle Free Returns, they say?!), no response from numerous submissions via online contact form and the email address provided on their website doesn’t actually exist. No contact telephone number. Will never use again.

I bought a new ford and took out a new service plan. my old service plan was partially refunded but they charged me a £25 cancellation fee which they would not wave, makes no sense given as I still took out a service plan... To top it off I had to chase them a lot to get the refund actioned, and was bandied around from department to department. Then they needed additional bank detail info which other places don't need, e.g. IBAN info which my online bank doesn't have, fortunately I'd recently opened another current account elsewhere. Then to top of it off, when they finally do make the refund it takes up to ten days for you to receive it.

Superb Customer Service, prompt and polite responses to enquiries.

Decided to buy a genuine Ford seat cover for my new Ford ranger. Quality very poor worn through within 6 months. When brought this to the attention of ford online they advised nothing they could do as it was due to wear . Yes I had to laugh too. Back to Amazon for the cheap Chinese gear which lasts for years.

I have ordered wind deflectors which said delivery within 1-2 days. A week later and still not even dispatched, emailed customer service for an update (as no phone number to call), again no response. Maybe this review will finally get a response as quick enough to take the money.

Excellent customer service received from Hannah. Thank you for all your help. Will not hesitate to use again.

Hannah was most helpful in providing the information I needed and in a timely manner.
The experience was much more productive than all the messing about with scrapyards.

Ordered a 4 parts to rebuild handbrake. Parts were offered with 45% off so should have been cheaper than aftermarket parts.

However, on checkout the main cable hadn’t had the discount applied. Ordered the items - need them to fix my car and contacted customer services about the discount with screenshot. Response from customer service took the advertised time but they could not deal with it and has passed it on to their manager?

Order should be delivered by the 4th April and hasn’t even been dispatched, other parts ordered the same time from another company have been delivered. Absolute abysmal service for OEM parts.

Issue resolved quickly

Hannah was great. She wasn't able to provide the part I was looking for directly but recommend a company I could get it from and now talking to them to sort it out. Very quick and positive service.

Answered my query very promptly and gave me the solution. Very impressive

When my Ford Electric Vehicle charger stopped working I contacted Ford Customer Services team. An Initial review was undertaken to troubleshoot the issue. The problem could not be resolved over the air so Ford organised for the charger to be returned free of charge. When they received the charger they inspected the charger and under warranty sent a new one. The charger arrived promptly and was installed by an electrician. The issue was resolved. Customer Services dealt with the problem politely, effectively and efficiently. Occasionally things go wrong and when they do you can rely on Ford to be effective and reliable to sort out the problem. I would highly recommend Ford to everyone.

Ordered a rear light for Ford Focus 2016, inputting vehicle registration said the light was compatible. Light arrived without issue but is a different variant which is for the Focus ST model and not compatible with my car. Have emailed twice now to utilise the so called hassle free returns policy and have received no correspondence back. Very disappointing

Excellent customer service.
Very quick response. Although they didn’t have the part required they gave me the information of where I could get one from.

Complete waste of time, wrong parts supplied, arrived damaged, looked like a 2 year old packaged them and then a real faff in returning them, lost a good couple of hours out of a working day, they need to update the on line website so parts correctly match when inputting registration numbers

Had a bit of trouble finding the exact accessories I was after. After sending an enquiry I was sent a link to the parts I wanted. Really impressed with the speed of the response to my enquiry and the price was pretty good as well.
Very happy overall with the experience and will definitely be using again.
Thanks Hannah B for your assistance

E-mail received was helpful and informative and makes me confident of using Ford on-line again. No issues returning the item i ordered, that in the end i didn't need.

Delivered on time and exactly as communicated by Ford and DHL. Prompt reply when I had a question too.
Item well packaged and protected, arrived in perfect condition.
And you know it's a real Ford part not some knock-off counterfeit like you get on fleabay, which is vital when it's related to brakes and wheels.

Only marked down to 4 rather than 5 star as I find the website search function for the parts I need a bit lacking at times.