FCP Groton (FCP Euro): Good Customer Service

So last month I ordered two things from FCP Groton for my new 850. One was a set of OEM Volvo 850 floor mats and the other was a OEM door light.

When I got the package, it had a huge tear down one side, which had been re-taped by the carrier (I think it was UPS). The floor mats were inside, but the receipt and the small door light were gone.


I chalked this up to the typical UPS shenanigans and decided that for $20 it wasn’t worth filing a damage claim.

A little over a month later, I got an email from Chris Auger at FCP; basically just an automated customer service email:

Adam,Our records indicate that you placed an order with us on 5/28/2013 at our website http://www.fcpeuro.com for automotive replacement parts – order 461575. We wanted to make sure that you received the shipment and everything was to your satisfaction.I hope that you are happy with your purchase and I would like to hear about your shopping experience with us. You can share your thoughts by clicking on the following link: http://www.resellerratings.com/store/FCPEURO

If for any reason you are not satisfied with your purchase or shopping experience, please email us back directly and let us know. We are committed to upholding the highest levels of quality and service.

Thanks again for your order and loyal patronage.


Chris Auger

challenge accepted(1)

Being someone who never misses a chance to complain, I wrote back:

Hi Chris,Thanks for the email. Actually I did have an issue with the order that I’ve been meaning to write to you about. While I did receive all four floor mats, the box was badly damaged (there was a long gash down one of the edges, and it had been re-taped by the carrier). Unfortunately the packing list and the small replacement warning light housing were both gone (on the order it was 9151323 Volvo Interior Door Light (850 S90 V90 960) Genuine Volvo 9151323OE (1) @ $21.95 = $21.95). Maybe better packaging would have saved it, or perhaps taping the smaller items to the inside of the box somehow so they couldn’t fall out. Since it’s only $20, it’s not really worth it to me to file a claim against UPS, but I thought you should know that they were pretty rough on the package.Thanks,

Note that I didn’t ask for a new light or anything (since it wasn’t their fault at all; the packaging was very sturdy), but lo and behold:

AdamThank you for your email response. I apologize that your package was damaged during shipping and that the door light was missing. I am having a new light shipped out to you today. Please let me know if you have any questionsSincerely,



And…. I got my new light today! Time to replace that busted one.

Me gusta. Thanks FCP.