The last few days have destroyed my image of FedEx as a good company. There are times when a package is damaged because it has been poorly wrapped, and there are other times when it is obvious that the package was woefully mishandled. When false records are created, the whole thing stinks of covering up unacceptable performance.
I made the conscious decision to use FedEx to ship precious family documents and memorabilia to myself using FedEx instead of any other shipper or taking the packages with me as airline baggage. I thought that with the proper packing and the tracking numbers, the family heirlooms that I was flying from San Francisco to Washington, D. C. to collect would be safe. I trusted FedEx more than United Airlines. Silly me!!
Since I would not have access to a computer printer at my 91 year old deceased uncle's home, prior to flying from San Francisco to Washington, D. C., I printed out a large number of FedEx shipping labels. Before I realized that I could list myself as both the shipper and the receiver, I printed some labels with my 90 year old aunt's address in Potomac, Maryland.
On Saturday, February 20, I took 6 boxes to the FedEx office in Rockville, MD. The clerk was alone in the store. I explained that I had printed the labels days previously, but she said that new labels should not be printed and that there was no discount for shipping multiple boxes together. She could not give me a price for my shipment, which consisted of two identical large mirror boxes, 2 book boxes, and 2 small U-haul boxes. All of the boxes were purchased that morning from U-haul. The two mirror boxes each contained 2 paintings by my mother. I split $20 worth of bubble wrap between the two boxes with each picture wrapped round and round with bubble wrap.
The clerk asked if each box was fragile and I told her that only the two mirror boxes were, and she put multiple fragile labels on them. The clerk explained that the boxes would not go out until Monday, but that I should receive them on either Friday, February 26 or Monday, March 1. The next day, I returned with one more box to ship and saw the stack of my boxes from the prior day still sitting behind the counter.
On Saturday, February 27, FedEx delivered 6 of the 7 boxes at 2:30 PM. I was surprised that one of the two mirror boxes was missing and wondered why the shipment had become separated. The mirror box that was delivered was in perfect condition. My husband then checked the tracking number and saw that the box was due to be delivered in three days on Tuesday, March 1. It seemed odd, but I had faith.
When the box was not delivered on Tuesday, March 1, I called FedEx. That was the beginning of FedEx's plunge in my estimation. I called and got ** of the Bristol Customer Advocate Team. When he said that the package had been damaged and was being shipped back to the sender, I asked to speak with his supervisor. I was terrified the package would be shipped back to Potomac, MD, because I didn't know which of the boxes had the labels with my aunt's address as the return address.
When I asked to speak with his supervisor, I was transferred to **. When I asked her for a written apology for the poor service I had received and the failure to notify me that my package was damaged, she put me on hold for 10 to 20 minutes while she wrote the apology, which turned out to be a small gift basket delivered two days later and an apology note. When she finally got back on, I asked to speak to her supervisor.
** supervisor told me that their office was only from 2:30 to 11:00 EST. I was horrified that I would not be able to get any update until the next afternoon on whether my package was headed back to the East Coast. I pleaded with him to find out, and he said he would call me back if he could. ** agreed that the overdue package should be given priority handling.
Then I got on the computer to check what the tracking info said and saw the latest entry for 9:19 AM that morning (about 9 hours before my call) the entry “damaged, handling per shipper instructions.” This was an outright mistruth as I was the shipper and had not given any instructions regarding the damaged shipment. It stinks of a cover-up. When I tried to call back, I got an office in Central America.
First thing on Wednesday, March 3, I called and asked to speak to a high-ranking person and got ** at the corporate headquarters. She checked and said that the glass on one of the pictures had broken and that the broken glass had to be removed. The package would be delivered sometime that day. ** said all that FedEx would reimburse was the cost of the broken glass and that I had to produce a receipt to get that.
The package finally was delivered at 4:45 PM on Wednesday, March 3. You could see from across the room that the package had been severely mishandled. I had images of the old Samsonite Luggage commercials with the gorillas mishandling suitcases. Given how abused the box was, it was a tribute to the huge pile of bubble wrap that only the glass on one painting broke. I was furious to see that when the glass was removed that the bubble wrap had not been wrapped back around the paintings, but was balled up at the ends. It is a miracle that the paintings done by my mother were not completely destroyed.
The pictures would have been sent back to Maryland, if I had not listed both the shipping and receiving address as my home address. I'm very lucky that the damaged package was not one for which I had used my aunt's address as the shipping address.
I sent a laptop computer to a customer and had FedEx to stop shipment of the item 10 days prior to the delivery date. The package was not returned back to the shipper (me) but deliver to the person not authorized to receive the package. Then, FedEx claim representative stated that they do not do stop shipments and this fellows name was ** who works in the claim department. The package had extra insurance placed on it to cover the lost, damage, wrongful delivery or etc. Now, they want to give me the big run around through different departments without paying for the claim. So, Fed Ex wants me to accept not getting my product back or insurance money from the claim to recover my loss.
NEWBURGH, NEW YORK -- I had a bunch of textbook rentals to return. Every one was going UPS except for one. I received return labels, placed them on the boxes and was happy to find out that there were drop boxes right down the street from my office at 41 Dolson Ave Middletown, NY. Dropped everything off and all of the UPS boxes arrived without a problem within days. I then looked at the FedEx and found out that FedEx boxes are for express only!
I have the tracking number that was on it but since they don't scan when pick up ground in express there is no record of this package. Called customer service and was told it should show up, the express guys take it back and the ground guys pick it up etc. Well it is over a week and a half and nothing! I went to the ground terminal and they sent me to the express terminal where a nice man (manager) looked for my package but could not find it. He also spoke to the driver of the route who said he gets 4-5 boxes per day in that box for ground. Maybe they should mark the box better?! Anyway, they didn't have it so I went back to ground and they were closed for the day.
I am beginning to think that this FedEx driver just dumped my box somewhere. How else could it just vanish into thin air? It is clearly marked with the college bookstore as well as my return address (which one of the customer service reps on the phone said that the zip code for Poughkeepsie 12603 wasn't a valid zip code!! That's scary). I just want my package and I will pay extra for their inconvenience - I will have to pay 130.00 to replace this book that I didn't even use - thanks Professor :( Is there anything I can do?
KALAMAZOO, MICHIGAN -- The end of Dec 2008 I opened an account with FedEx since DHL was no longer making domestic pickups and deliveries. I had sent 2 almost new pieces of luggage with DHL and then had to send them back with FedEx. I went online to schedule the pickup for Jan 2nd and had much trouble in printing out the labels. I called FedEx and was told to call their technical support number. I must have been on the phone for at least an hour trying to set this up and having problems with the labels.
Finally they asked me if I wanted them to just schedule the pickup and have the driver bring the labels. They had all the information including the weight of the 4 packages I was sending and the amounts of insurance I wanted on each one. I had $400 on the smaller suitcase and $500 on the larger (the same as what I insured with DHL). The other 2 small boxes I just used their standard $100 insurance (and these arrived in great condition).
When the driver got there Fri 1/2 he said he didn't have labels and he was the wrong person to pick them up. He called in and told them they needed to send a different truck over. About 1/2 hour later the driver, **, from Kalamazoo, MI came for the pickup. He did not have the labels and said he would make them up when he got back to the FedEx office.
When the shipment arrived at the destination the driver just left them sitting out in front of the house. No wonder he didn't let me know he was there as the 2 suitcases were damaged. They look like someone rolled them around in dirt, had white markings (like a white magic marker) all over them and the handle was broken on one.
I called their phone and was told they didn't cover luggage that it should have been in boxes. I then called my sales representative who told me that other people ship the pieces of luggage and never heard of anyone having damage like this and I should pursue this.
I finally got claim form to send in. They send me a form saying it was not a claim and there were no tracking numbers or proof of value. I had filled this in and contacted them again. I again sent the claim form along with photos of the damage and photos of replacement pieces with the price tags attached.
I kept calling them to find out what was happening but never got satisfaction. Then I get a check for a little over $100. I called them about this and they told me it was to cover the one piece of luggage and the shipping fee. I asked them why only $100 as they were insured for $400 and $500. They told me I did not take the additional insurance and would not pay anymore but would process the claim for the 2nd piece.
I am not happy with how they are handling this and called again today to tell them to check their phone records and they would see that I told the customer service representative the amounts on each piece. She told me that they couldn't do this and even if they did they probably wouldn't have the tape of this call. I told her about what happened when ** picked them up and she said that should not have happened that they are to put the tags on when they arrive to pick up.
They asked for a copy of my credit card charges to see if I paid extra for the insurance. I don't know if I did or didn't and that's not the point. Somebody (or somebodies) at FedEx screwed up my shipment. Why would I sent it back to AZ without insurance when I originally sent it to MI with DHL with insurance? I will never use FedEx again. Seems like nobody there can do their jobs. What a screw-up company.
Just too bad that DHL is no longer domestic as I had shipped luggage with them many times without any marks or damage. I am thinking now of trying UPS and hopefully they will not be as ignorant as the employees at FedEx.The company email address I provided below belongs to the supervisor in the ground claims dept. She is the one I have been working with to get this settled.
I ordered a large package which I could not purchase locally because I have no way of hauling it. I took the day off of work, today, to ensure that I do not miss delivery. I heard a vehicle coming up the road, looked out the window and watched the delivery driver drive up my road, turn around in the circle and drive right past me, no stopping. I called customer service concerned that this may have been the driver with my package, the agent said not to worry it should arrive shortly. I checked the tracking online multiple times and ended up seeing the driver said I was not home.
So I called back. The customer service agent was polite and did everything she could. She ended up transferring me to the local office where I spoke with another woman who said she knows the driver and he is not that kind of a person. So I guess that makes me a liar. Apparently the driver called in saying that he stopped and has a door tag number and cannot come back. A door tag number says nothing about the driver's activity, only that he scanned a piece of paper. So basically I paid FedEx to deliver a package to me, I lost an entire day's pay (and wasted hours watching for him), and ended up just being frustrated and upset.
, ILLINOIS -- I was getting an important package which requires a delivery signature being shipped to my home address. Shipper provided me with a tracking number on Thursday December 18. I looked the status and noticed that the city name was miss-spelled. I called Fed Express customer service and was assured that this is not an issue, because they use zip codes. I also asked them to read the street address and it did match my home address.
After looking at the tracking data Saturday, on December 20 package showed being on truck for scheduled delivery... I spent the whole Saturday at home waiting for the package to be delivered. FedEx truck never showed up and when I checked tracking log Saturday evening I found a new log entry at 8:45 PM "Customer not available or business closed."
I was angry!!! Called Fed Express Customer Service and told the representative that whoever entered the log was a liar and I need to talk to a manager in Carol Stream... After being put on hold and waiting few minutes was told that the Carol Stream location was closed and that they could not get in touch with anyone... I asked for Carol Stream phone number but was refused.
Monday Morning I did not see any status updates so I called Fed Express Customer service and insisted that I need to talk to Carol Stream manager. I was told that Home Delivery is closed on Mondays and that they will transfer me to someone who can help me. I was transferred to Customer Advocate Team member and she explained that no one was at Carol Stream location and I would have to wait until Tuesday for center to open up. So I went to work.
Around 9:30 am I looked at the Fed Express tracking log and noticed that there was a new entry at 8:33 AM stating that the package was on a truck for delivery! I took off from work and drove quickly home. I was at home at 10 AM. No missed delivery ticked on the door. GREAT!!!
About noon I checked status again and there was another entry at 10:40 AM stating "Local weather delay, delivery attempted"; looked outside with disbelief. It was sunny and skies were clear!!! Another log LIE from Fed Express Home Delivery!!! I called Fed Express customer service and talked again tot the representative from Customer Advocate Team. They could not get a hold of anyone in Carol Stream again and have no means to track the driver.
I am faced now losing another day from work on Tuesday and even not sure if the driver will even show up on my street tomorrow. I feel sad that DHL is no longer doing business here... This leaves me with the only logical decision... to give all my shipping business to UPS!!!
I finally got the package delivered on Tuesday. It seems that Fed Ex was trying to deliver to an address in Medinah, IL. I am located in Roselle, IL. Address label on the package had the correct address and city name, I guess this was not sufficient for Fed Ex.
I ordered a large shipment of candles that were shipped on 5/24/06 FedEx Ground Home Delivery. As of the date of shipping the estimated delivery date was 5/27/06 (Saturday). On 12am on Saturday it shows as leaving GA (I'm in FL)... and that's the last the tracking shows.
Since then I've called FedEx a few times with absolutely no help. The only thing they can tell me is exactly what I already see on the tracking info which still leaves me at "Where is my package??" If you notice as of today 5/30 not only has there been no updates, they've also removed the estimated delivery date of 5/27/06 and there is NO estimated delivery.
When I called on Saturday I was told by the guy I spoke with that it was in FL. When I called today the guy I spoke with said it's on its way to FL (going by the tracking). I'm expecting the tracking to be "adjusted" Each time I've called the support comments "this is ground home delivery..." like "WHY ARE YOU CALLING???" And every time I think... WHY ARE YOU OFFERING THE SERVICE???
I can't fathom why FedEx is having such a hard time with this. UPS has never complained about a service they offer, and they live up to their name. FedEx on the other hand seems to offer it in competition, but doesn't really want to be bothered by it.
I don't know about everyone else, but for me - I believe if FedEx actually told people what their Home Delivery really entitled you to (which I believe should be the same standard as every other service) they would lose a lot of their business to UPS which offers the same service on a higher and more reliable level.
FedEx has been carrying around 2 packages for 4 days. I called to speak with a customer representative and was flat-out lied to not once but three times. I was told that ground would deliver on Sunday and on Monday (even though Monday was President's Day) "because they are so behind in deliveries". On Tuesday called twice. Was told at 6:30 P.M. that they were making deliveries till 9:00 P.M. and I called at 8:50 P.M. Was told that they would deliver my 2 packages as late as 9:30 P.M. I keep getting "Delivery Exempt" & "Delivery was attempted".
I live on a main road and there was no snow or ice to keep this driver from delivering. The driver made a delivery to the local school and I only live 1 1/2 mile from the school on the same road. I know I live in a rural area but I should get the same service as a person who lives in a town. I always get better service from UPS. From now on I will request and pay more for UPS when I know the company will be using FedEx.
PITTSTON, PENNSYLVANIA -- I was an independent contractor for FedEx ground. I have recently sold the route. Reason for post is I saw firsthand. How FEDEX management's only concern is to get the packages out of the building. What I mean is as soon as the packages are on the outbound trucks they become the sole responsibility of that contractor. That means your "package" is being handled by a driver who is working for a contractor making $75-$100 a day working in excess of 10 hrs a day.
Here is an example of the service you might receive. Sanofi - Pasteur is a shipper who uses FedEx ground (Pittston PA Armstrong rd.) a "driver" did not want to return to the terminal in Pittston PA with packages that he did not deliver. For fear of being reprimanded by management. So this driver scanned all of the packages as delivered, placed them in a bag, and hid them outside behind a rock near the terminal. These packages were later found and it was brought to the attention of management. Oddly this driver is still employed with FEDEX. They preach "integrity" is there #1 priority. Really?
CHICAGO, ILLINOIS -- FedEx has a pretty high wall separating them from their customers. I caught their driver forging a signature, inventing a name and breaching our delivery contract not to mention losing a simple envelope that required direct signature. The folks at the 800 ground customer service number are friendly and of no help doing anything more than what the internet offers except placing a call tag and later a trace agent on a letter they claim was delivered and signed for that was magically retrieved two days later from the same ghost that signed for it originally.
The driver must have been so shocked at seeing a ghost twice that he/she placed the envelope back on the FedEx truck and since disappeared. (The ghost could not write - only make a 1/4 inch pen stroke on the FedEx pad and the ghost has a new first name no-one since great grand dad in 1860 used it 900 miles away). Since FedEx ground customer service is no help and insisted the package was delivered I resorted to other means to locate it.
Finally I was able to guess which terminal the driver worked out of (terminal 381). I called so many times I finally penetrated their armor by eventually guessing an extension number (even the receptionist only uses voice mail) and I got a nice lady in H.R. who is digging in to help me.
We'll see but it has been 8 days and many, many hours on my part not to mention the $45 I spent to get the letter hopefully delivered. When FedEx loses your package, you'll need a private investigator to find it and don't use more than one call to the 1-800 line. If they can't help you'll only annoy both parties. Find the last terminal that touched it and bug the daylights out of every person there every hour, every day until somebody takes personal ownership.