STOCKTON, CALIFORNIA -- June 30, 2010. Yesterday, I went to a FedEx Kinko's Office here in Stockton, California, FedEx Office 5125, to have some documents faxed. This particular site has a very rude and unhappy sales clerk; the store was close to empty and there was only one customer besides me in front of her computer. The store was surprisingly too quiet and there was no greeting whatsoever...not even "May I help you?" from any of the 3 employees who all appeared stoic and detached from their surroundings!
My concern as a customer is this: After this sales clerk fed my documents into the fax machine, she did not bother to say anything and failed, as a courtesy to a customer, to let me know that there is some waiting time involved until transmission is verified. She proceeded to go back to her computer and did not bother to look at me or anywhere which made her appear like a robot.
After waiting for a few minutes, I asked, "Is there another cashier who can help me so I can pay what is due?" This sales clerk replied in a very stern and unfriendly tone, "There is a wait time and you can go somewhere else if you want to go!"
Her bad behavior is completely unacceptable. Evidently, her personal issues should not be brought into the work place. She is young and this type of behavior may become unmanageable for her and will surely make a bad impact on her social life. I suggest that the company puts in more effort, emphasis, and training of employees about the utmost importance of customer relations.
However, the store manager should be commended for exhibiting excellent customer relations. She re-faxed all 4 documents (was not done correctly by the sales clerk) and apologized for my unpleasant experience and promised to advise the sales clerk. The manager's demeanor should be mirrored by all your employees. Her facial expressions and mode of speaking reflected a satisfied and happy manager of FedEx Kinko's! Remember this Equation: Customers = Revenues and Salaries
PO BOX 256, PITTSBURGH, PENNSYLVANIA -- I purchased a 6'5" Totem Pole Carved by a Haida Carver up in the Haida Gwaii Islands of British Columbia. I worked with the Haida Raven Gallery in Masset, BC. They carefully packaged the 120lbs pole marking in FRAGILE. The pole was stuck in the FedEx Customs clearing house for weeks. I had to initiate all the calls to get the pole cleared to enter the United States (FedEx sent me a $270 bill for my effort). The pole arrived in San Diego, CA. It was mysteriously lost for days.
Finally after numerous calls it was delivered (the whole episode took almost a month). The face and right bottom of the totem were smashed in, the nose badly dented, and the pole was badly cracked in numerous places. To cause this kind of damage the FedEx personnel would have to literally jump on and beat the thing.
I contact ** who made arrangements to have someone come to my condo and pick it up. The representative arrived and told me he was only there to pick it up. That I would have to re-wrap the package so that it could be removed to a FedEx location for inspection. I asked if there was ANYTHING I save or anything I should do. I was told NO and that a FedEx representative would come out the following week and pick up the pole.
I specifically asked about the packaging that the totem came in. He told that it would not be needed and that I should re-wrap the pole. His statement was "your not filing a claim on that packaging are you? Just the totem." I said yes, of course. The following week I spent more than 4 hours and more that $50 repackaging the pole. A representative came to my condo and picked up the totem but had no idea where it was going. Again I asked if there was anything that I needed to save or do. I was told NO. Remember I was asking their representative. I was not told that I needed to contact anyone for further questions etc.
I had gone online in the interim and downloaded claim forms which I faxed to FedEx's claim center. I received a letter from ** denying the claim because the packaging was not saved and that the shipment was not available for inspection, both which are untrue. THEY have the pole! ** instructed me to look at the FedEx Service Guide. I never knew one existed nor was I told check it prior to filing a claim.
** is trying to obstruct my ability to file a claim be issuing this form letter. FedEx has treated me shabbily every step of the way with this delivery and with the filing of this claim. This pole cost approx. $9475. It was a beautiful collector's item. Any damage to it dramatically decreases its value. It is unrepairable.
FARMINGTON, NEW MEXICO -- I have noticed an increasing trend, especially where I work. I understand that the delivery companies of the world, UPS & Fed-Ex in particular, are under time restraints and more pressure than the average neurosurgeon. They speed to and from, jump in and out of their delivery trucks, and get on with life before you even knew what hit you. I used to be a delivery driver of sorts myself for about 2-yrs, so I can relate.
What I cannot relate to is that they think their time is more important than any other person out there working a job in the world. Case in point: I stopped across the street for a fountain drink at the gas station/convenience store, and was standing patiently in line to pay. There was one customer in front of me in line waiting as well. The cashier is ringing her up, and as she is being handed her change, two Fed-Ex workers come in the store.
One goes to get something to drink, while the other literally walks up to the counter, plops a few packages on the counter next to the customer, reaches over her outstretched arms (still awaiting her change) and asks the cashier to please sign her electronic clipboard. The poor lady in front of me had no idea what to say.
Well, if any of you don't already know me by now, I'm never at a loss for words...good or bad. I looked right at the Fed-Ex worker and said, "Excuse me, but who do you think you are? I don't care what you are delivering, but unless it's a priority package for the President of the United States, then you can wait like everyone else. And I think you owe this young lady an apology for butting in right next to her." The Fed-Ex worker said, "I'm sorry, but I'm in a hurry." The young lady in front of me politely replied, "So am I". LOL!!! Priceless.
MEMPHIS, TENNESSEE -- I contacted "We Take The Cake" (WTTC) in Ft. Lauderdale, Florida, a very nice group of people who bake wonderful things, to send to my daughter via overnight delivery a special cake to arrive on her birthday. I provided complete address information. WTTC did as requested.
I called the bakery on Thursday to determine when the cake would be delivered as it had not yet shown up. They said they would check on it and call me back, which they promptly did. It seems there was a "mix-up" at FedEx and the cake was being delivered the next day, Friday.
I called my daughter Friday eve to see if she enjoyed her gift. It never arrived. As WTTC was closed at this time I called FedEx. I was told they attempted to deliver the package but couldn't "locate the apartment" (there are no apartments, just four townhouses side by side and everyone knows one-another so it would have taken the effort of asking).
The cake, reportedly not deliverable, was then delivered to a completely different address and "left on the doorstep" as "no signature was required". There was no explanation as to why this happened. I was then told they would "investigate" the issue, pick up the cake and deliver it. I was also told that a claim could be filed but it had to be initiated by the WTTC.
My impression of the call to a pleasant and apologetic FedEx customer service representative is the representative was thoroughly trained at 'handling" me and others. I was just another client to be apologized to, passed on and gotten rid of.
Conclusions: I doubt they'll do much, if anything, except make excuses and allegations that this was someone else's error. My daughter's special gift was delivered to someone else (perhaps to a driver's friend) on a whim. FedEx has also indirectly tarnished 'We Take The Cake's' reputation because the second half of the package - the caretaking and delivery of the product - blatantly failed. Most important: FedEx failed at its, for them insignificant, for me, big, mission.
CHICAGO, ILLINOIS -- One month ago I shipped 10 boxes to Arizona from Chicago and paid dearly for the service. I was told that my boxes would be delivered to the receiver and not just left at the address unattended. This was not true. Also the boxes were open at the seams which I taped several times when they were delivered. All of the boxes looked as though they were in a war zone, beat up, smashed, busted open in terrible condition.
WHAT IS WRONG WITH YOU ALL? DOES ANYONE CARE HOW THEY HANDLE YOUR BELONGING? OR YOU JUST THERE TO PICK UP A PAY CHECK? The boxes I sent later but busfreighter (24) came in excellent condition, nothing wrong, just like I packed them, nothing wrong, and busfreighter was cheaper, which I wish I had known this at before I used FedEx.
On June 30th, 2009, my fiance sent a package through FedEx containing a 14K, three-stone diamond engagement ring and two lipsticks from Montreal, QC. The package was picked up from Anjou, QC, brought to Mirabel, QC, where it arrived at the FedEx Memphis, TN, facility. After a two day clearance delay in Memphis, I received the package in Kenner, LA, on Friday, July 3rd, 2009, at 8:42 A.M. When I opened package, the ring was not in the package, but the two lipsticks were. I immediately contacted FedEx about my missing ring. I was put in contact with a FedEx customer relations representative who began a search for my missing ring.
Since it was a holiday weekend, I did not receive any updates about the status of my missing ring until Monday, July 6th, 2009. As 5:00 P.M. EST, I was told by the FedEx representative that my ring could not be located and gave me the option of beginning the claim process. I was reluctant to stop searching for the ring, so I left that decision up to my fiance, since he is the one who bought and shipped the ring. My fiance told FedEx that he would like their organization to search a little while longer for the ring.
After searching the rest of that week, FedEx told my fiance that the ring could not be located and was offered to begin the claim process. My fiance started the claim process on Tuesday, July 14th, 2009 and concluded the claim process on Thursday, July 16th, 2009. My fiance insured the package for $500. Although the ring's actual worth was more than $500, my fiance was told by FedEx that this was the maximum amount the package could be insured for. My fiance received a check on Friday, July 24th, 2009 for $564.00, the 500 insurance amount plus the shipping costs.
The official story is that FedEx "lost" my ring, but obviously, one of FedEx's employees stole the ring since it was the only item that was missing from the package. After this entire experience, I have to say that I feel doubly victimized by FedEx. Not only was our merchandise (the ring) stolen from us but we were also cheated out of our money by only receiving a small portion of the ring's worth. Receiving an engagement ring is a dream for many women. Unfortunately, FedEx has destroyed that dream for me. Needless to say, I will never use FedEx again and will actively try to avoid ordering from companies that use their delivery service.
I have a small business. I ordered supplies from a company who ships FedEx ground. I needed these supplies to complete an order, so I was tracking this package closely. Imagine my surprise when, on the delivery date, nothing arrived. I tracked the package and was even more surprised to see "customer not available/business closed" as the reason for non-delivery (I was here). I called FedEx the next morning and was assured my package would be delivered that day. Same scenario -- no package arrived. I tracked the delivery again, and was surprised by the reason it was not delivered: "incorrect address." The address is correct on the package, by the way. I called FedEx again, and spoke to a supervisor. I asked that the driver call me when he was in the area and I would give him directions to my location. Hey, no problem, I was told.
So for the third day, I waited. I even received a follow-up call from FedEx customer service checking on the package. Unfortunately, same scenario -- no call from the driver, and no package. I just tracked this package yet again, and the reason for no delivery is "incorrect address." That tells me the driver simply doesn't care - he used the same excuse as the previous day, and never bothered to use the telephone number ON THE PACKAGE to contact me. The package is now listed as being on the truck for delivery "the next business day." If it does not arrive Monday, I plan to instruct FedEx to hold it at their facility for pickup -- I'll send UPS to get it for me.
UPS's system of assigning drivers to the same route is unbeatable - my UPS delivery driver is fantastic and even knows the names of my dogs! And FedEx wonders why their profits are at record lows?
TEXAS -- Well, this goes for those ignorant people that do not get informed before using a company. I personally think FedEx is a terrific company.
If anyone needs to know about their Declared Value (which, NO, its not 'insurance')::
*Declared value is never to be considered Insurance, cause no we aren't going to give you the coverage Farmers Insurance does.
*For any jewelry and such, you are LIMITED to $500.00. (So if you go to one of the staffed facilities and they tell you they can put $501.00, NO its not going to be valid)
*If you think just cause your package got stolen or lost does it mean you are going to be refunded anything. A claim is a claim. Be reasonable.
*Don't call and say "hey, my shipper stuffed an antique vase into a brown box with no bubble wrap or foam, it arrived in pieces, can you give me the $6,000 that were declared?" haha cause no its not going to happen.
If you need to know about the Ground Services, well chances are, you're never going to get your package lol.
Anything Ground or Home Delivery, well you're pretty much... the F word. Why? Because, yes, FedEx uses subcontractors that half the time don't give a rats butt if you ever get your Home Delivery package, which btw, I've seen be delivered at very VERY late hours of the day.
If you're going to ship internationally, I suggest you INFORM yourselves about customs documentation!! Don't expect FedEx to 'assume' you sent the package with proper documentation. Then there is a customs clearance delay, you yell your lungs at the CSR's because of YOUR mistakes.
Face it, shippers make their stupid mistakes as well.
I got a caller once asking for a freaking telephone # for a DROP BOX. Do you know what a DROP BOX is?? Its a box, in the middle of a street. Now tell me, if a drop box had a phone, who would answer it?? EXACTLY!
Oh yeah, keep your tracking numbers, Please!!
We aren't magicians. We are not going to look for a tracking # with your telephone # or with your social security. Capisce?
I suggest people inform themselves before shipping.
**and I do apologize for those who felt as if I came out as rude, but I guess working for them is no help. I do feel as SOME people are in fact ignorant. Not everyone of course. I think the job gets frustrating, when those ignorant few call 600 times asking you for UPS' phone #. Or when they yell at you at the top of their lungs for not being able to find their package that they shipped out 2 years ago, and they have ABSOLUTELY no info.
Some people need to realize, "hey the CSR didn't lose my package, I'll try and take it easy."
But we need to face a lot of facts here, a lot of big corporations nowadays simply don't give a f about customers anymore. Why? Because they have so many customers, it won't really affect them if they lose one. I don't agree with this form of handling customers at all, but I doubt one voice can be heard.
I suggest, be firm! And pls get informed. If anyone has any questions about the different services FedEx offers, please ask. I'd be more than happy to point you out to what would be a better pick for you.
So once again, I apologize for the rudeness and hostility.**
BOSTON, MASSACHUSETTS -- We've all got stories of how companies no longer care enough about our business. Somewhere in the growth of a business, it seems the customer often comes last when setting policy or when, on the local level, management interprets policy for the convenience of themselves and not their customers. Case in point, a recent encounter I had at FedEx while in Boston.
I found a FedEx 2 blocks down from my hotel (187 Dartmouth Street) and arrived at the store around 7:15 pm on a Tuesday night. The FedEx website had indicated last express drop-off as being 7:30 pm. I made some copies for the shipment, completed the air bill for the shipment, put everything in my envelope and sealed it. By now it was about 7:25 pm and I got in a short line with 2 people in front of me. The lady being serviced was doing more than just dropping off an envelope. She was having a FedEx box assembled by the one clerk working the FedEx cash register so it was taking extra time.
At 7:29 pm, having advanced not one bit since the packing job was still taking up the one clerk at the FedEx register, Kevin (perhaps the manager on duty?) announced that it was 7:30 and he needed to close out the FedEx drawer and all persons waiting in line needed to go elsewhere. Prominently positioned just above his head was a clock that clearly indicated the time as being 7:29 pm. I immediately challenged him, pointing to the clock just above his head and showing it was 7:29, not 7:30.
Kevin came back with, "Sir, I said it was 7:30 and it is 7:30."
"First it is not 7:30. Your own clock shows it is 7:29. More to the point, you have customers waiting in line. We got in here on time, completed our documents, and are only waiting because you don't have enough people able to process FedEx packages."
"Sir, I'm closing the drawer. You can leave your package here, but it will not go out until tomorrow."
I then asked, "What is the rush? Is the driver here? Is the driver standing around waiting on us?"
"No, the driver hasn't arrived, but he can come in at any moment. The drawer is closed. You'll have to take your package elsewhere if you want it to go out today." He then directed me to another location where they would take packages until 8:30 pm.
I whipped out my cell phone, approached Kevin, and took his picture for the record. I then phoned FedEx and filed a complaint.
Two days later I got a call from management, Carolyn, backing up Kevin, saying it was policy that anyone waiting in line when the management decided it was cut-off time would not get a package on the next truck. When I pointed out again that we were only in line because FedEx didn't have enough people working the register, it meant nothing. When I pointed out that Kevin had acknowledged the driver was nowhere to be found so he was not, in fact, waiting around to pick up packages, it meant nothing. Francis indicated it might be a mistake to post the last drop-off time as 7:30 and perhaps they'd change it to 7:15.
Do you recall when FedEx was a brilliant young company, striving to deliver incredible customer service? It grew quickly because it could deliver on time, as the FedEx marketing campaign stated, "when it absolutely positively" must get to your destination. The FedEx boast in those early years was a jab at the United States Postal Service and a bureaucracy that just didn't seem to really care about the customer. I thought to myself, as I fumed over this most recent encounter with FedEx, how Kevin and Carolyn would really do much better working for the post office. Besides, they'd have union protection behind them (FedEx is non-union) and the possibility of getting fired for putting the customer last would almost disappear.
HILLSBORO, OREGON -- We just recently signed up online and on the phone with Fed Ex for a business account to ship our merchandise via fed ex. We were asked lots of questions when we signed up but were never informed that Fed Ex has a policy of NOT paying for anything breakable shipped through them. We shipped a $700 framed print (not behind glass) and the customer complained that the frame was broken. We had Fed Ex schedule an examination of the item and then they repackaged it and sent it back to us. They sent us a letter saying there was "no visible damage" to the item. When the package was returned to us even the delivery person admitted that it looked like it had cartwheeled down the highway it was in such bad shape. Fed Ex did not rewrap the print in its original packaging or put the peanuts back in the box - they simply dropped this large framed print in the box - put two piece of tape on the lid and shipped it back. One whole corner of the box was missing when it got back to us and the frame was completely demolished having broken off in all Four Corners and chunks of the frame was missing. When we complained to Fed Ex they ADMITTED that they were responsible for the damage but refused to pay the claim since it was considered "art" and they will not pay to replace "art". We were never informed of their policy and when they did send us a copy of their policy it states that they do not pay claims ON PRETTY MUCH EVERYTHING you can imagine - the list was a mile long. So Fed Ex CHARGES you to buy extra insurance to cover your item and then refuses to pay the claim based on this "hidden" policy which makes it possible for them to get out of paying a claim for any item you ship with them. They offer to pay a maximum of $100 but that will not even replace the cost of the frame so I'm out $700 and the Fed Ex people just rip people off selling them "insurance" when they know they don't have to pay for any claims submitted. They readily admit damage but then turn around and refuse to pay for the damage. I will NEVER use Fed Ex again and intend to make as much noise about this as possible. Fed Ex petitions people for their business but never tells them that they will be charging them for insurance that they will not pay - they have quite a racket going for them. Can you imagine the millions of dollars Fed Ex collects in "insurance" and then they refuse to pay claims. SHAME ON FED EX - their company should be shut down for mail fraud! I have pictures and have documented everything so if anyone wants to know more just let me know. I intend to notify every newspaper across the United States and every business about their scam. Go with UPS - they honor their insurance claims.