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?
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.
NY, NEW YORK -- I plan to ship over 35 boxes FedEx Ground. So far 8 reps have told me FedEx will NOT pick up from my residence, that I have to drop off the packages, and 6 reps have told me FedEx WILL pick up, all I need to do is "call FedEx" (and pay $2.30 per box according to one rep).
I was given an address to drop off the packages, 621 West 48th Street in NYC at 11th Avenue. I went to that location to check out the drop-off situation so I could advise my movers and there is no FedEx office there. An area businessman told me the office was around the corner on 49th Street, and yes there is one there.
There I was told me they didn't have a phone number, and before I could drop anything off I would have to call the main number ahead of time to let the office know the packages were arriving at the 49th Street location. They also told me a barcode had to be on all of the boxes when I dropped them off, even though it is a FedEx drop point and some might go differently than FedEx Ground.
Wondering what might be my next surprise I called the main number to ask about the requirement to call them and was told by the rep who answered that they didn't notify offices ahead of time about shipments, and just to drop them off. I didn't dare ask about the requirement to have the barcode or FedEx label already on the packages - just do it as requested and let them change it if necessary seems the safest route.
On this site I read about a Sony laptop being stolen and the advice to get a receipt for packages dropped off. Good idea. But I'd like to add that at least one rep has told me that unless you insure a package FedEx won't pay over $100 reimbursement, whether you have proof or not that it didn't arrive. Why don't I switch now to UPS and just redo all the labels? Because I'm not that sure UPS is any better.
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.
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?
Don't ever use FedEx ground for any service. They are unreliable and they have the meanest customer service representatives. Although I told the customer service several times that the delivery address is business, they allegedly tried to deliver the package at 9:30 P.M. twice. In fact, the other day I received a phone call from a woman named ** from FedEx and she told me that I will receive the package before 5 P.M. Guess what, the driver never showed up. I waited for the package for 7 seven days. Finally I gave up. Don't ever use FedEx ground.
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.