FedEx - really bad service and customer service
MEMPHIS, TENNESSEE -- I shipped a box via FedEx Ground on March 16, 2010. When the box didn't arrive when it should have and the tracking number yielded no information, I called FedEx. They told me the box was lost. I called every day and finally on March 26, by identifying the contents, the box was found. I was also told that since I shipped it the slowest way FedEx offers that my shipment would not be given any priorities and would be delivered “sometime next week.”
Once the box finally arrived, one item was missing. I tried to file a claim and simultaneously, wrote a letter to Fred Smith, the CEO. On April 9th, a Joan Kintzele responded, telling me they would look into the situation. Several weeks went by and I finally got a voicemail call from a woman who said she was “as high up as you could go.” I returned the call but never heard back. I tried again in May and June. People would promise things and then not follow through.
I finally faxed a claim form to a Carmen Echols on June 30. I also spoke with her and confirmed the mailing address if using USPS. Guess what? Echols had the check sent to the wrong address! And, then they made me wait until they got the check back before reissuing it. After I threatened a lawsuit, the check arrived--via FedEx Express on SEPTEMBER 8, 2010--only six months after this entire fiasco started.
We all know that customer service is dead in this country. Save yourself the stress and don't ever use FEDEX!!! (Btw, I heard that FedEx has outsourced ground services.) I'm sure Fred Smith, despite what his company does to people, will get a bonus this year.
In closing, did you know that FedEx's mission statement begins with "FedEx will produce superior financial returns for shareowners..."? My guess is that since the mission statement says that only “corporate activities will be conducted to the highest ethical and professional standards,” that when my box was opened someone helped themselves to whatever they wanted.