FCP does it again.

[86GT635]

Almost a week ago I called FCP with a order. Around $400 worth of stuff for my 72 year old Grandfathers first BMW. Everything arrived today. When I opened the box, we were stunned with what was inside. See for yourself.





That's not right, is it? No, so I called fcp immediately. Sent over pictures by email. I called back over a hour later to the direct extension I was given, only to be answered by someone else. They told me to call back in a half hour, so I called back 45 minutes later. Obviously I wasn't a priority.

Talked to a polite and understanding rep the first time I called, and again after calling twice. I was assured I would be called back on two different phone numbers that I provided. No confirmation of pictures received, no urgency at all.

When I placed the initial order, I made sure to express the importance of a two week deadline that has been imposed on this Grandfather/Grandson project. ETA was 5 days, So we secured the $400 order, and it was delivered. But what was in the package was obviously not new like payed for.

One of the major blatant excuses brought up was that the strut inserts were drop shipped. Everything was in one box, packaged and addressed by FCP. How could that happen, if the inserts were drop-shipped? FCP had to box them up with the rest of the order.

So, the resolution involves another set of inserts being delivered in 5 days. That takes the order to over 10 days. I'm positive I expressed the importance of 2 weeks completion time, this doesn't only involve the parts from FCP, but it surely isn't helping.

Not only do I need to print off return labels, but I have to take the shocks, have them packaged, and shipped by ups, how much is that going to cost? I guess my loaded (not joking) grandfather on a fixed income has to pay for that. He's thrilled.

So, in conclusion, FCPs staff knowingly shipped defective/used/repackaged struts, but wants me to handle the return, on my own time. Along with a 10 day shipping eta of the initial order.

They have a great sales pitch, 15% off, but what does that include? The best prices online. The only problem I've had with these folks was this order. Other than buying chinese tie rods that went defunct in 2 weeks, my own fault, learned my lesson on that. Guess I've learned another one.

I didn't hear a single remark of being apologetic, or anything extra. Nor would I ever ask for something like that, but nobody asked me, "What can we do to make this better"? Only question pertaining to my satisfaction was: "So, you want to have replacements sent, and not a refund, correct"?

I guess I'm only writing this in a effort to have some sort of appreciation for not only customer loyalty, which I have blatantly and purposely disregarded, or some sort of compassion.

I kind of expected them to go above and beyond, but like I said: I have to wait an additional 5 eta days to get what I ordered, to replace junk knowingly shipped, and take time, money, and effort to ship them back the same stuff. Where's the fun in that? This is for my 72 year old Grandpa Dave.

I won't be back, and I hope some other folks can consider this at face value to save aggravation, and a sense of pride.

Thanks for reading.
-DJ

p.s. I wrote this twice, first time got deleted.

[PorscheH6]

Jeesh, these FCP guys can't seem to catch a breather

[86GT635]

Like I said, I'm a devout customer. No need for the lack of attention in this instance. That was uncalled for.

Or I should say, was.

[Sozo]

I've used them twice. The 3rd consideration was nullified simply because of their lack of professionalism and customer service. They "cancelled" my order before I even placed it because of this.

I'm surprised at your experienced...FCP used to be a great source/parts house. What happened?

[sbeckman7]

Wow, I'm genuinely sorry to hear that. Unacceptable how they handled it, only made worse give the structure of the project. Must've been really pissed to write that whole thing twice

[dantheman67]

Wow, those pictures are terrible. Use Autohaus Arizona or Pelican Parts, they're both very competitive on price and parts always arrive well-packed.

[AZDinanE34]

The fact that they are mentioned again doesn't surprise me...problems with them are just getting worse and worse and Im sorry from a business aspect about that. One look at that picture and just wow...totally uncalled for and what the heck happened! You would think that helping you out as a paying, waiting and excited customer would be top priority and next day shipping on some new ones but having to make you wait a few days to receive the new ones on a situation like that is terrible and making sure to truely lose a customer and many more. Sure things take time but wow...hope the best for you and yes try az autohaus, ecs tuning, bma parts...great company's and awesome customer service!

[Meeve]

FCP needs a new director or something. How the heck can customer service be so overlooked and how on earth did they ship crappy leaking old shock instead of new ones? I used to give them a chance but I realy can't see any reason why this happened and can't justify how they reacted.

Management, anyone?

[redimension]

ugh, well ive never done business with them. with all the horror stories i read its doubtful that i ever will. and by doubtful i mean never.

[5mall5nail5]

Never done business with them because of posts like this. In about a few hours someone from FCP will post apologetic but you can see that it's too late. I use AutoHausAZ, BMA sometimes, Bimmerparts sometimes, and ECS Tuning. Never had an issue and if I did they apologize - I don't care if they give me $2 off or anything but at least keep the realization that we're customers giving you money so you can make a living and do us a little bit of favor and send us stuff that's correct! I've never received anything like that from any of the resellers above. How the heck did that even happen!? Looks like the tubes broke off!

[BoldUlysses]

Sorry to see that, DJ. I'm pretty much exclusively a Pelican customer because of stuff like that.

As has been said, I'm sure someone from FCP will get on here and apologize, but it's like I tell my kids: Apologizing is all fine and good, but it's much better to get it right the first time!

[Russellc]

If you want OE parts try this source. I have ordered two or three times and had great results. Strong discounts.
,
http://www.thebmwpartstore.com/index...partnum=accept

[BeLiQ]

Never used FCP myself but reading this seems like I never will. Usual places to shop are thebmwpartstore, Pelican and more rarely ECS or BavAuto.

[86GT635]

I just want to get the car back down on all fours. I've got a lot of work to do. I'm over an apology.

[cddallara]

If you want OE parts try this source. I have ordered two or three times and had great results. Strong discounts.
,
http://www.thebmwpartstore.com/index...partnum=accept

I don't always buy new, but when I do...

[ross1]

Jeesh, these FCP guys can't seem to catch a breather

Why should they? Or more importantly why would they need to change?


As long as folks use price as the sole criteria for making a purchase decision the lowest price will win orders. The internet provides a fresh supply of first time customers, so as long as a seller advertises a few pennies cheaper than his competition he continues to prosper.
A seller with this mindset often has a "I'm cheapest" attitude and feels little need to provide any service after the sale as there are new customers who must be served to collect more money.
Further, a boiler room operation that exclusively drop ships from wholesalers has little control over what happens(but as the folks who collect your dough are ultimately responsible) so correcting mistakes becomes a troublesome logistical task for them.
When everything goes as planned with guys like this everything is just hunky dorey but when S hits the fan their true colors will show.

Seller should be on the hook for return shipping too. I'd beef the issue with the credit card company if I didn't get immediate satisfaction.
Good luck to the OP , this looks unexcuseable.

[cornflakecwl]

WOW, that's pretty bad. I never order from FCP strictly due to duty issue making parts more expensive nevermind these types of issues. There are Canadian online suppliers that work out cheaper in the end for us up here even if their parts prices are a little more expensive. (BimmerSpecialist.ca, GermanParts.ca) have had zero issue with either one.

[e34 life]

That sucks. I've never had a problem with them and I've ordered plenty from them.

[Bloodhound50]

I live in MA, but my Bavauto orders always come withing 2 days. Just ordered Bilsteins with them and I was satisfied with their service. I have not dealt with FCP due to threads like this.

[Sam Son]

Jesus. Does aquila still work for them?

[HlyDvlz1989]

I've ordered from FCP before and didn't have a problem :shrug but thats been a while back

[richinvan]

Jesus H. Christ.

Seriously, how can the person who packed that look themselves in the mirror?
I bought their front end kit a while back, mainly because AquilaBMW got involved and they genuinely seemed like they had made improvements...

I have yet to install it.
And you know what, I think I'll not bother. I'm not going to take a chance on their junk.

[E34M50]

Wow. I would be pissed if this was me. I can imagine myself basically picking a fight with practically everyone I run into. Lol. Just get it replaced (at absolutely no cost to you) and once you get the right part, call it history. One less customer for FCP.

[AndrewH]

Sorry to hear that man, very unfortunate. They've always been garbage in my mind, would never give them business.

[bubba966]

I've got an unopened Meyle HD 10 piece front end kit that came from them. Came with the car so I didn't buy it. I'm almost afraid to see what it looks like inside. And as the kit was bought last summer I think by the PO I doubt they'll do anything if I open it up and find it to be damaged.