Wrong part sent-my fault?
I ordered a mud flap for my Ford Transit from Big 3. The first part arrived and was installed without a problem. I then ordered a second mud flap for the front passenger side.
The second part arrived in a package that had already been opened. Although the plastic bag was labeled with the correct part number, the actual mud flap inside was the wrong part.
To prove that I had received the wrong part, I provided Big 3 with the number mechanically stamped into the back of the mud flap. Big 3 told me this was merely an “engineering number.” I then entered that engineering number into Google, and the exact part appeared in an eBay listing. The search confirmed that the mud flap I received was for the left side of the vehicle—not the right passenger side that I had ordered.
Based on the opened packaging and the incorrect part inside a correctly labeled bag, it appears the wrong mud flap was placed into the package before it was shipped to me.
Big 3 provided a prepaid return shipping label, which I appreciate. However, I also asked to be reimbursed for my original shipping cost and requested that the correct part simply be sent to me. Instead, I was told that I would have to place an entirely new order.
That means I would have to pay shipping again to receive the part I originally ordered and already paid to have shipped.
Big 3's position appears to be that because I selected one of the shipping options offered at checkout, the original shipping charge is my responsibility—even though the wrong part was sent to me. I fail to understand how my choice of shipping method makes me responsible for receiving an incorrect part.
I did not order the wrong part. I did not place the wrong mud flap into an opened, correctly labeled package. I simply ordered and paid for a passenger-side mud flap and expected to receive the correct item. What sent me to their best competitor is when I gave the CSR the number stamped into the back of the mud flap. He said oh that's an engineering number not a part number. So I Googled the "engineering" number and it and it took me to Ebay where it was so much less. With free shipping, a 98% approval rating.
Big 3 is owned by Griffin Motors. In my opinion, a business should take responsibility when the wrong product is shipped and make the customer whole without requiring the customer to pay additional shipping charges to finally receive the item originally ordered.
An interesting business concept indeed.
Oh, I have now saved $40 buying the same part they sold and it included free shipping on Ebay. Brand new in a SEALED package. I said this to a big 3 email person wanted to see proof, so I sent photos installed, and the package labels showing it was from FORD! Also the part number in bold type. the part number I ordered from BIG Tard upon which they substituted another part a left side flap that I had previously purchased. What gets my goat is this person who emails me is defensive saying "I" ordered the wrong part. Look at the purchase order.