Ford UK Service Parts & Accessories Online Shop Reviews 

I ordered a complete tow-bar assembly for my Ford Kuga, but when it arrived, I found that the tow-ball cover was damaged. I immediately emailed with photographic evidence. After five weeks and numerous follow-up emails, I received only one reply asking for more information and another which was in German. I replied to both emails immediately, but I haven't heard anything since. I also asked for technical advice because the instructions were poor, but that was ignored as well. This is totally unacceptable customer service. I will never use this company again and ended up buying a cheap replacement cover for a few pounds just to get the job done.

0 stars. Worst online purchase experience I've had.
I ordered a part which I quickly realised was the wrong part for my vehicle. 6 days after ordering I started the returns process. Over a week later they replied to my email directing me to take it to a parcel shop (convenience store)to return. I tried 3 different stores only for them all to tell me it was too large and they wouldn't take it. I emailed fords on the same day to request a courier pick up (as per the returns instructions on their website). It took 2 weeks for them to email back. I messaged fords general enquiries and was told they could send an email to the devision but it wouldn't be fair to leapfrog me to the front of the queue. I expressed concern that it would be getting closer to the 30 day window but was told that wasn't an issue as I'd stated it in time. There is no phone number to call ford store directly. When they finally replied i arranged a date for the courier to come and collect. The courier didn't turn up. I emailed and got no response. A week later the courier arrived with no communication. Luckily we were at home. This was over a month after I began the returns process. I have heard nothing back from fords since and they haven't returned my money. They haven't responded to any email and there's no phone number to call.
As soon as I realised I'd ordered the wrong part I ordered the correct one(before realising how all the returns procedure was). It arrived in an open box and the part was missing an integral piece. As we couldn't face going through the returns process a second time we kept it and fashioned a fix for it. Awful service. Awful experience. I still haven't had my money back and I'm having to try to claim through my credit card.

Don't use this site guys , you cannot return your item , they don't respond to emails. I hope Trust Pilot reports to trading standards.

I would not order anything from this company, there customer service is awful. I ordered front and rear mats for a ford fiesta as a present and they sent me two sets of rear mats instead. I contacted them immediately and a day later they sent me an email asking for the product number, reg and a photo which I done within 10 minutes. I have still had no reply from them and these mats cost £76.00 and at present I am still waiting for a response. One very unhappy customer

The worst company ever never buy anything from them cause they tell you that they have sent the parts with parcel force and it takes weeks before you receive a message saying that they are delivering on day off course you will be looking out for it and nothing never comes this company is bad I would advise anyone looking for parts to avoid

The Ford Shop website search could certainly be improved. Even with a known part number, I found it difficult to identify the correct parts. I ordered a Transit wheel rim with a 25% discount along with a centre insert, but shortly afterwards realised I had selected the wrong style of insert and contacted Order Support to ask if it could be changed.

Unfortunately, there is no telephone support, which would have made resolving such a simple and time-sensitive issue much easier. To their credit, I did receive a prompt response to my email, but I was surprised that they were unable to simply amend the order. The only option offered was to cancel the entire order and place a new one.

I was reluctant to do this as the wheel had been purchased with a 25% discount that was due to end shortly, and I was concerned about availability and having to pay for a second order while waiting for the first payment to be refunded.

In the end, I felt the safest option was to have the original order sent as placed. Once I confirmed this, the order was quickly released for processing, which was appreciated.

Overall, reasonably responsive customer service, but the lack of telephone support and inability to make a simple amendment to an order made what should have been an easy change unnecessarily complicated.

I would expect much faster and better communication from a company like Ford. I have had not a very pleasant experience at the start but luckily my case was taken over by another person and was resolved quickly.

Wrong items delivered. Email contact only. Poor level of customer service, showing no interest in resolving. Three weeks later and I remain awaiting the items I have paid for despite sending various order/item codes, photos etc.

Awful customer service and non genuine parts being sold. They sold me parking sensors which are half the price on ebay and are non-genuine ford sensors despite what the website states. The customer service is just as bad, they take days to reply to emails, copy and paste the same generic responses and do absolutely nothing to help. I'd avoid using the Ford shop completely to save yourself a headache.

Ordered on 22nd June, advised 3 day wait for dispatch after it wasn't fulfilled for 3 days. Tried to give the benefit of the doubt, but it's now been a week and there have been zero updates. Very disappointed.

⭐ 1 Star (and that's being generous)

I ordered parts directly from Ford's online store, but unfortunately the parts that were sent were not correct for my vehicle.

I attempted to return the incorrect parts using the email address provided on Ford's website. Despite numerous emails and several telephone calls, I have yet to receive any meaningful response from Ford regarding my return.

As a result, I am now having to contact my bank to initiate a chargeback and recover my money, as Ford appears unwilling or unable to respond and arrange the return.

I would strongly advise against ordering parts directly from Ford. Based on my experience, you are likely to be disappointed if anything goes wrong.

To make matters worse, I recently spoke to a member of Ford's team who told me, and I quote: "Yeah, unfortunately that's where we fall short. Sorry, there's nothing we can do."

At this point, the situation is almost laughable.

Ford, if you see this review, please sort it out. This level of customer service is simply unacceptable.

Absolute shambles, ordered wind deflectors off their site at a ridiculous price roughly £70 for just the front as it's a van, the people replying to the emails havent a clue how to do their jobs or read, as if they'd off read my first email regarding a tracking number theyd off not emailed me back asking did I want it cancelled 🤦🙄 like honestly, it seems they they will send back anything that gets them off the hook from doing their jobs and investigating it and then ignore your reply or send back something completely irrelevant or unhelpful, any excuse at all, haven't a clue, I haven't received my item or know where it is nor have a tracking number, they've no phone number other than a email address that puts you through to somebody who clearly can't read that sends you back something completely irrelevant do not give these scammers your money

I ordered a set of rims at the end of a recent money off period, not sure whether I was too late to get the offer. All seemed to go well until there was a shipping delay, and the order seemed to stall. I emailed customer services and they immediately escalated the issue to their support team who couldn’t have been more helpful. The support team asked me to leave it with them for a couple of days, which I did, and during that time they tracked down the rims I had ordered and then sent replacements to me using next day delivery. Very many thanks to the support team and, in particular, to the lady (HB) who helped me.

Superb customer service from Leah C.
Small issue with the floor mats (my mistake - ordered the wrong one) Leah handled it with no fuss and maximum efficiency - 10/10

Ouch Im writing to warn others. Tried several times emailing this company only replied once then completely disappeared no other way to contact them no phone number ? Very frustrated.

Order 309971: ford puma 2026 mud flaps- I placed order on 6th of march and am still waiting for them. The tracking number they gave me does not work. Sent 3 emails telling me they are looking into it, no update yet can only contact them via email. Shocking service DO NOT BUY from them

I sent my vin number and car details in for a set of mud flaps , I brought the brand new car from a Ford dealer late last year to be told Ford service parts & accessories online shop DO NOT stock the said item.
Very disappointing.

Absolutely awful I received my item Friday 13th February 2026 at about 12:30 I have emailed repeatedly for a return address but no reply have put in a complaint no reply I have looked on the online shop still nothing on there to help I will not be ordering of these again 32 pound I probably will not see again and an item I don't no what to do with thanks ford your services are a shambles

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 UPDATE
Ford’s responsibility

If 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

Great communication and very quick to resolve the issue and very happy with Hannah and the team.