FCP Euro

Paid for next day delivery, order was placed before the shipping cut off time, and the order was not shipped. Customer service was a robot or someone just blindly copy and pasting a script response. Nobody has reached out to explain what the status of my order is or anything. I will make sure to avoid this company from here on out.

Thanks Andrea P, Customer Service Quality Program Lead, for not having any answers in regards to this and hanging up the phone on me as well. And thank you Shane for tip toeing around every question I asked in regards to what happened with "I don't know, that's not true, I am going to have to disconnect this call." until I mentioned putting you in the 1 star review, then suddenly you wanted to try and answer those questions.
Bad customer service, bad inventory management, and bad attention to basics. If an order is paid for with Next Day Delivery, the replacement should be as well. And if you don't have the inventory/it isn't going to arrive on time, you should contact the customer, not stay silent and hope they don't notice.

Complaint: [redacted] I am rejecting this response because: holding on to my money and not making any attempts other than one email is just wrongHad I not contacted fcpeuro I don't believe they would have contacted me and just kept my moneyI find Pam's response to my inquiry to be less than forthcomingIn her response she mentioned that my payment was tagged as fraud accidentally and my money was heldShe also mentioned that someone does monitor this process, I believe she said it is checked on an hourly basisSo what I find questionable is why was my payment tagged in the first place, why this mistake was not caught by the people that monitor this software, why did nobody follow up when I did not respomd to the email that was sent 3/17/16, and why was my bank not contacted about this suspected fraud so they could verify if it is or not? The upgrade in shipping is not even close to making up for this mess upThis should be done no matter what since I should have received my package a week agoThe offer of a $in store credit is worthless to me seeing that this experience has tainted my view of this company and the likelihood of me ever using their services again, is slim to none Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me From: [redacted] Sent: Monday, April 20, 11:AM To: [redacted] Subject: Complaint # [redacted] rectified Complaint # [redacted] was rectified by FCP Euro They have refunded my shipping costs for the late shipment [redacted] ***

I tried to buy parts from themI bought over the amount required for free shippingAfter my order had shipped I realized my suite number had not made it onto the orderI contacted the customer service and requested the number be addedThey complied, then sent me an email requesting I pay for the shippingI asked why, they told me it was because I changed the addressI did not change the address, only added a suite numberWe went around and around on this issue until the items were actually deliveredI declined to accept the package from the ***FPC did return my money once they received the package from ***I would not order from FPC againI've never had these kinds of shipping issued with [redacted] or [redacted]

***I do see that you have been in contact with Ray in our Fulfillment Department and he did confirm with you that you did in fact receive genuine parts direct from ***.All of the parts were shipped direct from *** dealership*** *** *** are the manufacturers that *** uses for these pads,
hence their markings being on there along with the *** logoIf you pull up Genuine *** ***-*** on our site at https://www.fcpeuro.com/products/***-disc-brake-pad-*** and take a look at the second picture you can see the pad matches and has '***' engraved at the same spot. You mentioned to Ray that you were going to go ahead and have your car worked on with our partsIf there is still any concern, we would be more than happy to assist youI can be reached directly at [email protected] or at ###-###-####.I do apologize for any confusion with the brands that you received but please be assured these are in fact genuine parts.Sincerely, Pam M*** Customer Service Manager Pam

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
From:
""> *** *** *** Sent: Monday, April 20, 11:AMTo: ***Subject: Complaint #*** rectified Complaint #*** was rectified by FCP Euro. They have refunded my shipping costs for the late shipment*** ***

I just confirmed that our website is accurate with our fitment guides however if this was confusing towards our customer we have no problem at all sending them a pre-paid shipping label to send the parts back so they won't have to pay for return shipping. If this is acceptable we would just
need the customer to confirm their email address and we will email them a return label at our expense.Kind Regards,

Robert,I understand how you feel as well as your frustration in this matterI can assure you that we pride ourselves in our service and never want any of our customers to have an experience like this.We have a 3rd party software that monitors all of our orders for fraudulent activity to protect
both our customers and ourselvesWe take the security of our customers and ourselves very seriously which is why we invested in this third party software that works with all major credit cards and ***. We have been using this software for just under a year and it is monitored by our team members on an hourly basis.I am not looking to make a quick excuse and blame the software but orders over a certain dollar amount threshold do get held for review status and in this case it looks as though your order was put into the review status and wrongly flagged as fraud and declined leaving your payment as captured and pending in our system which is why it was not caught by *** ***.We have been in business since and have a high ranking on the Revdex.com as well as re-seller ratings and can honestly say this was an honest mistake on our end that typically does not happen and unfortunately your order was the one that was affectedSince your live chat message with our representative, we have upgraded your shipping and your order is scheduled for delivery tomorrow, March 14th.My offer of a customer credit on the previous email is still yours to take if you would be willing to give us another chanceAgain I apologize and please let me know if there is anything else you need.Sincerely,Pam

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I confirm that my email is ***
I will return the parts as soon as I receive the shipping label, please notice that the weight of the items totals lbsThank you for resolving this matter
Sincerely,
*** ***

***
I do see that you have been in contact with Ray in our Fulfillment Department and he did confirm with you that you did in fact receive genuine parts direct from ***All of the parts were shipped direct from *** dealership*** *** *** are the manufacturers that *** uses
for these pads, hence their markings being on there along with the *** logoIf you pull up Genuine *** ***-*** on our site at https://www.fcpeuro.com/products/***-disc-brake-pad-*** and take a look at the second picture you can see the pad matches and has '***' engraved at the same spot.
You mentioned to Ray that you were going to go ahead and have your car worked on with our partsIf there is still any concern, we would be more than happy to assist youI can be reached directly at [email protected] or at ###-###-####I do apologize for any confusion with the brands that you received but please be assured these are in fact genuine partsSincerely, Pam M*** Customer Service Manager
Pam

Customer has already been refunded as requested for the $13.17. Refund was completed on April 18th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I confirm that my email is ***I will return the parts as soon as I receive the shipping label, please notice that the weight of the items totals lbsThank you for resolving this matter
Sincerely,
*** ***

Robert,
rgb(34, 34, 34); font-family: arial, sans-serif; font-size: 12.8px; background-color: rgb(255, 255, 255);">I understand how you feel as well as your frustration in this matter. I can assure you that we pride ourselves in our service and never want any of our customers to have an experience like this.
We have a 3rd party software that monitors all of our orders for fraudulent activity to protect both our customers and ourselves. We take the security of our customers and ourselves very seriously which is why we invested in this third party software that works with all major credit cards and [redacted].  We have been using this software for just under a year and it is monitored by our team members on an hourly basis.
I am not looking to make a quick excuse and blame the software but orders over a certain dollar amount threshold do get held for  review status and in this case it looks as though your order was put into the review status and wrongly flagged as fraud and declined leaving your payment as captured and pending in our system which is why it was not caught by [redacted].
We have been in business since 1986 and have a high ranking on the Revdex.com as well as re-seller ratings and can honestly say this was an honest mistake on our end that typically does not happen and unfortunately your order was the one that was affected. Since your live chat message with our representative, we have upgraded your shipping and your order is scheduled for delivery tomorrow, March 14th.
My offer of a customer credit on the previous email is still yours to take if you would be willing to give us another chance. Again I apologize and please let me know if there is anything else you need.
Sincerely,
Pam

Complaint: [redacted]
I am rejecting this response because: holding on to my money and not making any attempts other than one email is just wrong. Had I not contacted fcpeuro I don't believe they would have contacted me and just kept my money. I find Pam's response to my inquiry to be less than forthcoming. In her response she mentioned that my payment was tagged as fraud accidentally and my money was held. She also mentioned that someone does monitor this process, I believe she said it is checked on an hourly basis. So what I find questionable is why was my payment tagged in the first place, why this mistake was not caught by the people that monitor this software, why did nobody follow up when I did not respomd to the email that was sent 3/17/16, and why was my bank not contacted about this suspected fraud so they could verify if it is or not? The upgrade in shipping is not even close to making up for this mess up. This should be done no matter what since I should have received my package a week ago. The offer of a $50 in store credit is worthless to me seeing that this experience has tainted my view of this company and the likelihood of me ever using their services again, is slim to none.
Sincerely,
[redacted]

I tried to buy parts from them. I bought over the amount required for free shipping. After my order had shipped I realized my suite number had not made it onto the order. I contacted the customer service and requested the number be added. They complied, then sent me an email requesting I pay for the shipping. I asked why, they told me it was because I changed the address. I did not change the address, only added a suite number. We went around and around on this issue until the items were actually delivered. I declined to accept the package from the [redacted]. FPC did return my money once they received the package from [redacted]. I would not order from FPC again. I've never had these kinds of shipping issued with [redacted] or [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
From: [redacted] Sent: Monday, April 20, 2015 11:11 AM To: [redacted] Subject:...

Complaint #[redacted] rectified.   Complaint #[redacted] was rectified by FCP Euro.  They have refunded my shipping costs for the late shipment. [redacted]

I am very impressed with the way FCP conducts its business. Max and his team are an awesome bunch of guys - the response time is amazing - their prices great and they actually listen to you. They honor what they commit - I had recently placed an order with FCP - and later found a lower price. I highlighted this to Max - and to be honest was not really expecting a resolution or even a response as the payment was already made and the order shipped. But Max responded the same day - and promptly made a refund.
Ethics is very obviously a strong point with them. It is not about the money or the amount - but the way they chose to address it- that impressed me greatly.
A sterling example of the way a good & honest business should be run !

I am very impressed with the way FCP conducts its business. Max and his team are an awesome bunch of guys - the response time is amazing - their prices great and they actually listen to you. They honor what they commit - I had recently placed an order with FCP - and later found a lower price. I highlighted this to Max - and to be honest was not really expecting a resolution or even a response as the payment was already made and the order shipped. But Max responded the same day - and promptly made a refund.
Ethics is very obviously a strong point with them. It is not about the money or the amount - but the way they chose to address it- that impressed me greatly.
A sterling example of the way a good & honest business should be run !

Review: Products where ordered online Wed 5-15 at around 3:00 pm Central. I chose two day shipping in order to get parts by the weekend to fix my car. My parts where not sent out until end of day Friday, and I'll receive them too late to fix my car this weekend.

Customer service stated that their shipping cut off time is 2:00 pm Easter. During the ordering process a customer is not notified of this cut off. The customer can navigate to the info through a seperate link, but they are not reasonably notified of deadlines.

Customer service stated my order was processed the next day and that all orders are shipped within 24 hours. The order was placed on a Wednesday afternoon, but in the end it wasn't shipped until the end of day Friday 5-18. Even if I was aware of the shipping deadline and I ordered it shipped next day, it still wouldn't of arrived before the weekend.Desired Settlement: I'd like to refunded the two day shipping charge of $13.17 since I did not receive my shipment in that time frame. I will be receiving the package a full 5 days after the order was placed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

From: [redacted] Sent: Monday, April 20, 2015 11:11 AM To: [redacted] Subject: Complaint #[redacted] rectified. Complaint #[redacted] was rectified by FCP Euro. They have refunded my shipping costs for the late shipment. [redacted]

Business

Response:

Customer has already been refunded as requested for the $13.17. Refund was completed on April 18th.

Review: My issue with FCP Groton started with the failure of My Left Front Control Arm/Ball joint purchased from FCP and installed summer 2011.The ball joint failed in short order because the supplied hardware to lock the ball joint to the steering knuckle was made of ordinary soft steel, a common Hex Bolt where the part should have been a hardened machined threaded taper pin.The ball joint was not stable once the locking bolt mashed out/deformed.I called FCP immediately and talked with their Technical specialist, [redacted].I sent [redacted] photos of the mashed bolt that was the reason for failure.(See photo DSCF8197.JPG taken June 2011)[redacted] understood the issue and said that he would credit me for the bad arm.He sent out a more expensive [redacted] control arm, made in Turkey instead ofShanghai where many shoddy parts originate. FCP billed me for the new arm,and later a credit was issued for the old arm.Later in the Summer 2012, I bought more parts and didn't see any creditapplied to my invoice. The desk rep said, I see the credit was there, butI don't see that you received it.Then I forgot about this for months and finally e-mailed [redacted], who was my original go-to guy at FCP, (I even had his framed autographed photo),Now promoted to CEO of FCP. [redacted] got right back to me with an e-mail asking ifhe was alive, he insured my that he was still alive. Then I sent another e-mailwith the above questions. Then NADA, no further comments from FCP.Note: The failure of auto ball joints is a nasty business, since there isthe labor to swap out the bad part PLUS a front end alignment is also necessaryto the tune of $75-85 for a [redacted] in the [redacted] area. It cost me twice foralignments!Reputable Manufacturers and distributors of replacement auto parts shouldbe accountable for maintaining high standards with their parts. Should the manufacturers and distributors be allowed to market knowingly useless productsat the expense of end users?Desired Settlement: Give me the refund as originally promised. As a major distributor of auto parts, FCP should be in a position toinsure that end users get quality products, and that manufacturers thatprovide junk should be removed from their supply stream.Why should I bite the bullet for FCPs decision to provide unusable parts?

Business

Response:

Per the customer: "He

sent out a more expensive [redacted] control arm, made in Turkey instead

of Shanghai where many shoddy parts originate. FCP billed me for the new

arm,and later a credit was issued for the old arm.Later in the Summer

2012, I bought more parts and didn't see any credit applied to my

invoice."

Fcp never billed customer out for a new arm, we issued his account store credit of $39.99 and used that to complete the transaction for the new part. If customer checks his credit cards he will see that there was never a charge against his card for the $39.99 he's complaining about. If he can provide any proof that order # [redacted] which included the [redacted] arm he is referring to he paid for we will be more than happy to issue him a refund immediately. I am showing that order was sent with no charge to the customer. So just to clarify:

1. Cust ordered control arm from us in august 2010 for $37.99

2. Customer called in July of 2011 and said the control arm was faulty

3. We agreed to send him out another one, we even upgraded the brand and sent him out another one. The $39.99 for this one was not paid by customer but paid by FCP as a store credit.

Can customer check his records so he can confirm this?

Kind Regards,

FCP

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As in my original explanation, FCP billed me for the replacement arm, and applied a credit

later. Which months their desk rep noted that it was in his computer but then it disappeared with no intervening orders to account for it.

None of the new phone guys could explain it at the time, and the supervisors were out at the time.

I wasn't too concerned because up until then I had very good luck with FCP, and was happy with their services.

Sincerely,