UPDATE: I opened a case with PayPal (how I paid) and a manager from John Craddock gave me a full refund with no need to return the part.
I only wish the customer support person I exchanged 7 emails with had taken my complaint to this manager to begin with. Anyway, it all worked out.


Please read before ordering anything from John Craddock, Ltd. from Staffordshire, England.

I recently order the Cold Air Intake Duct kit (XA223460 Gulf Countries Only) from John Craddock Ltd., part number PHD104620.

The website page (see below) did not say anything about old-new stock or partial kit. I assumed I was ordering the kit which consists of all the parts shown as #4 in the diagram below. What arrived was only the plastic duct itself.

I emailed John Craddock and they said that the duct was part number PHD104620, and did not include the two adapters or the screws and fasteners. I went to my local LR dealer and was told that no, that part number includes all the pieces shown.

Over several emails and phone calls with John Craddock, they would not admit this and said I could return the item at my cost. The postage for this from the US to England was more than I paid for the part.

I finally asked them if they could sell me the remaining parts. They said they could order the entire kit from LR, and it would be about $550.00 US. I asked what the part number was for the entire kit. They said it was “PHD104620”. At this point I told them they clearly misrepresented the item on their web site and that they should pay the return postage. They said they would not.



John Craddock misrepresented an item on their web site and refuse to take ownership of their mistake. Now I’m stuck with a part I cannot use.

I’m leaving out names, but if they dare to respond to this, I’m happy to post all the emails.

Be careful ordering from them. They will screw you over.

 

They stop responding to emails. The worst post selling.

 

My experience of John Craddock is one of poor customer service and a tendency by staff to not want to admit mistakes and take correct action. When you then confront them with this it was impossible to get any type of refund or apology.