MEMPHIS, TENNESSEE -- Consumer paid $32 for 2-day FedEx Express delivery of a handmade quilt that was quilted in KS and was to shipped back to the owner in CO. The package made it to Memphis TN and disappeared. FedEx customer service had excuses ranging from 'weather delays' to 'it should be there tomorrow'. They finally admitted they lost the item after two weeks. The imbeciles working in the claims department told the quilter/shipper to 'just send her another blanket', ignoring the color photos that were provided depicting a handmade one of a kind item.
A complaint with the BBB resulted in a lame apology, and lip service of 'unfortunate experience that shouldn't happen with future deliveries'. Guess what FedEx, I'll NEVER use your service again. I'm still waiting for the insurance check. Don't ever use FedEx if you value your shipment.
PHILADELPHIA, PENNSYLVANIA -- I ordered a 58 inch Vizio UHD on Black Friday at a great price from Sam's Club. FedEx delivered the television to a different street number, different street name, and the wrong town. I spent 11 hours trying to get them to find the package, and to deliver it correctly. I told them that the address does not exist. I checked online, and at the post office. They told me the address in my calls.
Their answers were: (1) The driver drove by in his truck and no one was at home. (2) The driver will knock at the door, pick up and will put the television back together and repackage it at the substation. (3) The person who got it will have a nice Christmas present or sold it on eBay by now. (4) He doesn't answer his phone or text.
The television is out of stock now, and costs hundreds more. FedEx is a disgrace and has been useless. Pay for my loss, and pay the extra cost in order to buy the television at the non Black Friday cost. FedEx lied about replacing the television, lied about a refund, and has lied from corporate on trying to find a solution.
BROOKLYN, NEW YORK -- I DROPPED a box (pre-labeled and prepaid by Apple computer) on a FedEx box Saturday the 11th of April 2009.
The box contained a broken (but brand-new) iPod touch, which I was sending back to Apple. Well, since that Saturday (2 weeks ago from now) no one has seen the package again!!
Apple has not received it yet and FedEx says that the tracking number (which is 100% correct, as I double checked it with Apple) has no history. It's stuck and the shipping does not appear to have occurred. There's no activity at all on the tracking number. But I shipped it 2 weeks ago!!!! WHAT I FEEL IS THAT SOMEONE SAW THE PACKAGE, READ THE LABEL (APPLE WAS WRITTEN ALL OVER THAT) AND SIMPLY TOOK THE PACKAGE.
As I did not had it scanned by anyone but simply put it on a FedEx box, they of course were able to do that, as I had no receipt to proof that I had shipped the box. It' s very very disappointing. I come from Italy and I had always felt that in the USA everything was precise, functioning and working. That's why I put the box in the FedEx drop out container. I thought: if this container is here it must mean that it is 100% safe, secure, guaranteed. But in fact IT IS NOT!
Apple has no proof that I shipped the iPod, and they therefore won't refund me of my loss. And FedEx keeps on (1) blaming on Apple (2) saying that they will try to search for my box, but what they do is NOTHING. (They don't even call me back to tell me how this "research" is going.) I hate this. I spent 250 $ on that iPod, and now I have lost all the money. And it's only because I trusted FedEx. I WILL NEVER TRUST FEDEX AGAIN. How can they lose track of a package? How can they lose the package itself? How come that they won't really help you in finding where the hell your package is???
I really think that someone stole it, it's the only possible thing at this point as TWO WEEKS HAVE PASSED SINCE I SHIPPED THE BOX. And what pisses me off more is that I totally believed in FedEx before that. They have this strong corporate image that says that they will ship your packages whenever and no matter what. But that's totally untrue!!! And apparently, many other people have had my same problem with them. Here on the web is loaded with complaints about the fact that THEY LOSE YOUR PACKAGES. What am I supposed to do now?????
I wish that this complaint I am writing will succeed in making hear my voice at FEDEX. They HAVE TO help me in FINDING MY PACKAGE AS SOON AS POSSIBLE. I want my package back, I have all the shipping details and I have witnesses who saw me dropping the package in the FedEx box in Brooklyn, NY. I SIMPLY WANT WHAT'S MINE BACK. It's just not fair that they lost (or that someone stole?) it. I trusted them. I trusted the system. And they lost my iPod.
ARIZONA -- I had a delivery scheduled for Mon 3/1/10 between 5 and 7 pm. I left work early and had to write off a couple of hours. The item is a game table that weighs about 350 lbs. So I waited and waited, around 6:45 I called customer service and gave the tracking number. I was told the shipment hadn't even come in and that I should have been called and the representative didn't know why it wasn't done. I was told to call back the next day and reschedule.
So I did and asked why I wasn't called and my time = money was wasted :(. The new representative was immediately defensive claiming she didn't know, when I pointed out that the truck hadn't been loaded so obviously someone knew, and that I had called (as described above) she just remained indifferent and seemed angry about my legit complaint. I pointed out that this should be considered a failing for such a large and established company and that I've I've had better luck with small independent companies.
We made another appt and then this time they called to reschedule but seemed irritable despite this, I feel like they now define me as a "problem" customer despite their failing. The jury is still out since I haven't received my shipment yet.
BROOKLYN, NEW YORK -- I moved recently. Due to time and money concerns I had to ship 15 boxes via FedEx Ground through my job. Long story short is, FedEx lost one of the 15 boxes. And the contents of two others were broken. However, the missing box contained one of my drums and ALL of my cymbals. I am a musician. I moved to play music. And now I can't. I'm stuck. I have talked to two very helpful people within the company but it seems that they can't do much, due to FedEx policies. I'm not sure what to do. It seems I have no recourse.
I filed a claim with a woman named "Goldie." I have never experienced such poor customer service in my life. She's lied to me twice now about the possible outcome of my situation. FedEx made me a laughable offer on a claim and then made it worse by not telling me they were sending this laughable offer to my employer's home office! Now I won't even see that. Please, if anyone has any ideas, help me. I'm at wit's end. I don't have the money to replace these items and I don't know what to do. Thank you.
FLORIDA -- It seems someone had the review I left last night removed within 24 hours, so I will go into more detail and tell of MY personal experiences with FedEx. It began with a lost package that was listed as delivered on the FedEx.com website. I will admit my address is a difficult matter and that I have had to give explicit instructions to all the carriers but FedEx is the only company that has complicated the matter further. I immediately called FedEx to let them know that I had not received my package. After I had to convince the rep that I had been home all day and that no the package had not been delivered I was told I would receive a call back within 24 hours.
I did and I was connected to a very nice, sympathetic woman who did her best to try to find this package and actually had a heart after I had to deal with the terminal manager in Gainesville Florida. Calls with the terminal manager went back and forth for over a week with this awful person, who had the audacity to accuse me of lying and who actually laughed at me when I finally broke down in tears. He was the absolute rudest person I have ever dealt with concerning deliveries to my home. Eventually the package was deemed lost and the seller had to apply for a refund and disperse the refund to me. This took months.
The kicker to this, I believe it was 5 months later. The package arrived with NO explanation as to where it had been. I did call the seller as the refund went to her initially but no I did not call FedEx back. My very next dealing with FedEx was the absolute REFUSAL of the driver to deliver the package to my home. Twice we had to drive into town and retrieve packages we had paid to be delivered to our home.
The third time it happened I absolutely refused to retrieve the package and that driver has delivered all packages. Once he found our home, he has made every delivery and been quite nice since. To top all this off, last night my husband ACTUALLY witnessed and all of this can be documented FedEx, very suspicious behavior by a FedEx driver in D'Lo Mississippi.
He had just stopped at a truck stop when a FedEx driver had pulled up in front of the truck stop's dumpster. He said the driver exited the delivery van, opened the side door and was inside the van for approx. 60 seconds, and then upon exiting the vehicle, the driver threw the package away. My husband immediately called me to tell me about it. Curiosity was killing him about the package but I asked him to let me make a couple of calls before he went dumpster diving. I immediately looked up the local sheriff's office for that area of Mississippi.
I called and let them know what he had witnessed. I also called FedEx but could not give anymore information other than what my husband had witnessed and where. The young lady seemed totally baffled as to what to do and only after I informed her that I had also called the local sheriff did she tell me she would contact the proper terminal. I had questions as to whether she even knew which one it was but could go no further at the moment. When I called my husband back, he was in the process of telling the officer sent out that he had not called about the package. It only took a few seconds for me to explain to him that I had called but by then the sheriff had already left.
This after having retrieved the OPENED and now EMPTIED package, asking my husband if he had called, and tossing the package back in the dumpster. I asked my husband to retrieve information from the package then as I was infuriated at the officer's lack of care about this crime. I called FedEx back and was put through to a ground terminal. It was the incorrect terminal but I had the tracking number and names now on the package so that the proper driver could be reported. The person assured me he would see to it that it was taken care of.
My experiences with FedEx led me to wonder if it would so I also looked up the person the package was being shipped to on the internet and contacted them to let them know what had happened and where their now empty package was. I was so angry I almost called the local media for the area. I cannot in good faith ever recommend FedEx after our personal dealings with them.
SCOTTSDALE, ARIZONA -- On Friday morning I sent a package from Alaska containing two envelopes and some paperwork for my son's schooling, very important paperwork needed for his loans for school, and paperwork from his deceased father for him to have. I paid the extra amount asked for so that it could be delivered on Saturday. Monday, my son called from Arizona and stated he had yet to receive the package.
I called customer service on their 800 number and was referred to someone in Scottsdale, Arizona who told me that he showed the package had been delivered on Saturday at 11:18 a.m. and there was a signature on file. When I told him my son didn't get the package, he told me to check with the office since there was an apartment number on the package.
After calling my son back and advising him of what I was told, he went to the office to check on the package. He called me while he was in the office. They looked in every nook and cranny of the office and still no package.I again called customer service and was referred to the same person in Scottsdale, Arizona. He then said that he would talk to the delivery driver and see what he could remember. Both times I talked to this person, he said he would call me back.
Again, the next day, I called customer service and was connected with the person in Scottsdale, Arizona. The story then was the driver said he had delivered it to the front door of the apartment. My son and his roommate had been home all day Saturday and no one rang the doorbell or knocked on the door. They were waiting for the package because I had told them on Friday it would be delivered on Saturday.
When I questioned the person in Scottsdale about the signature on file, he stated there was no signature on file. This was a delivery to the front door package. When I asked why I had been told there was a signature on file, he said he didn't know why anyone would tell me that. When I told him it was him that had told me that, he said he wouldn't say any such thing because that was not on the screen in front of him.
I confronted him about the different stories I was receiving and he said all he could tell me was what was on the screen in front of him and that he was very sorry, but the package seemed to be lost and FedEx was not at fault. I could put in a claim for the amount I paid to ship the package. He said that lost packages do not happen very often, but this seemed to be one of those times.
I told him that it seemed drivers that drive the same route, no matter how busy, should be able to be familiar with their route and go back over the previous day in their mind and figure out where or what he did with the package. The apartment building that the package was delivered to has a policy of deliveries being made to the office, not to a specific apartment. When I talked to the person in Scottsdale, he stated that in those cases there is usually a signature of file and the package is left in the office drop box or in a secure area near the office. Yet when I talked to the same person the next day I got a completely different story.
Now I am faced with the stuff in the two smaller envelopes I sent being lost and the paperwork for my son's schooling lost and maybe he may not be able to get the loan he needs because of the time involved in him sending me the paperwork again for me to fill out my portion and again send it back to Arizona. Yet all I get told is I'm sorry, but we do not put any value on paperwork or anything else in the envelope, so you can file a claim for the shipping cost! It doesn't matter that my son may be kicked out of his apartment or even his school because FedEx did not do their job properly or can't even remember if they did, but I can file a claim for the shipping cost!
Do I sound bitter? You bet I do and that doesn't even begin to describe my feelings at this time! My advice, don't use FedEx! They don't value you as a customer nor do they value anything you might be shipping that is a part of your life, but has no value to them! They don't hesitate to tell you that they are not responsible for losing the package nor the fact that paperwork has no value to them! Never mind the fact that some of the paperwork was from my deceased husband and can never be replaced! If you are sending ANYTHING IMPORTANT DO NOT USE FEDEX!!!!
CINCINNATI, OHIO -- On December 21, 2007 I paid for overnight delivery of a Christmas gift. The present was unwrapped (a pair of pants) and fit nicely into the FedEx envelope mailer. I entrusted the package knowing that by paying overnight fees of $37.01, the package would be delivered on December 24, 2007.
December 24 came and went and the package was not delivered. Now - according to tracking, the package left Memphis, TN at 4:34 am on the 24th. Memphis is 90 minutes from Tupelo, MS - the destination of the package. Not delivered on 12/24 or 25, 26, 27, 28, 29, 30, 31, Jan 1 or 2! We called and found the company completely inattentive to our complaint and request for a refund of the overnight shipping charges. We were told that someone would contact us. That they did. I was not available so they said they would call back in 24 hours. No - no return call.
On January 6, 2008, I called FedEx again and asked about the status. The rep indicated that I should start a claim and that currently they were still looking for the package. The system would not allow a claim to be entered. I tried going to the website and it wouldn't come up. The claims form online is not currently available.
When I told the lady I would call again - but that as I understood it, the claims process would enable me to get a refund of the shipping cost of $37.01 and the cost of the pants $51 she responded that FedEx would pay for the pants but that I would not necessarily get the shipping cost back. GO FIGURE - what other business can charge for NONDELIVERY of the service???
FedEx has built itself as the premier shipper, charging a premier price for their service. Their motto When it absolutely has to get there. Cute that they don't say when it might get there. What shabby service - even when their employee tried to help, their services failed even their own employee.
PORTLAND, OHIO -- FedEx's signature guarantee means nothing. Don't think that because a signature is required for delivery that your package is safe in FedEx's hands. Last fall (2006), I sent my wedding dress out of state to have it cleaned and preserved so that I could keep it as an heirloom. However, when the preservation company shipped it back to me via FedEx, it was grossly mishandled. Either the FedEx driver accepted someone else's "signature" as my own or the driver signed for it him/herself. It wasn't even a signature-- it was simply my first name (no last name!!) printed in someone else's handwriting.
Perhaps the driver "signed" for it him/herself and left it on my doorstep, and then some passerby stole it. Or perhaps the driver simply let some person off the street "sign" my first name and then handed it over to this person who then stole it! I'll never know, because FedEx never provided an explanation. Trying to get them to talk to me over the course of several months was futile. Trying to get compensation from them for the loss of this item of great personal value was even more hopeless. FedEx lost one of my most cherished possessions and did nothing to make amends for that. This is unacceptable and unforgivable.
I will not use FedEx ever again, and I plan to encourage everyone I know to do no further business with them either.