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FedEx - really bad service and customer service
Posted by on
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.
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Ytropious on 09/10/2010:
You wrote a letter to the CEO after one issue? Geeze, why does everyone have to climb up the ladder as soon as one problem arises. Give them a chance to rectify things at lower levels before going higher. Most CEOS are going to dump letters like yours in the trash, if it even gets to him first.
Skye on 09/10/2010:
I think Federal Express is the best way to go, due to I always have had good service from them. In fact, I have a package coming tomorrow, for Saturday delivery, which I paid $45.00 in shipping for, because to me, it's worth it. I never choose ground, not worth the wait, but still it's not an excuse for your package to have been lost. What was the missing item, if you don't mind sharing?

Sorry you had so much trouble and that they lost your package, and then found it, minus one item. Sometimes things happen, and considering they ship thousands of packages every day, they do the best job in shipping.
MRM on 09/10/2010:
Skye, it seems like you have packages arriving at your doorstep every month!

On the otherhand, I would never pay $45 for shipping as that is insane and I'll choose Ground since its not urgent.
Anonymous on 09/10/2010:
I always get my Fed Ex packages promptly, but now they have a service in which they are the main shipper, but they bring the shipment to the post office for delivery. It's probably a cheaper method.

I've noticed that many internet businesses offer free shipping, so that's what I go for, unless, of course, I need something sooner. I also like one's that offer free returns.
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Rude and Unhappy Sales Clerk
Posted by on

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
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Helpful on 06/30/2010:
Really well written review.
momsey on 07/01/2010:
You must watch a skit from Dave Chappelle's show. The skit is set in a store called "Popcopy" and it sounds like what you experienced!

The manager sounds like he or she has great customer service, but maybe not great management skills. Good review, very helpful!
shayen on 07/01/2010:
I agree with the others. This is a well-written complaint. Hopefully, the employee was just having an off day and the manager will work to help her improve her customer service skills.
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Fedex and the Totem Pole - utter incompetence, deceit
Posted by on
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 had to literally jump on and beat the thing. I contact John George 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 a 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 Rose-Ann Denis 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! Rose Anne 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. Rose-Anne Denis 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 collectors item. Any damage to it dramatically decreases its value. I is unrepairable.
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Special Delivery?
Posted on
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.
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Anonymous on 04/05/2010:
Good story, I'm glad you spoke up.

I can't stand people who think their time is more valuable than anyone else's.
MRM on 04/05/2010:
Justice, I'm glad that you share your experience with your readers here, and I look forward to many more stories!
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Birthday cake delivered to someone else.
Posted by on
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: 1) I doubt they'll do much, if anything, except make excuses and allegations that this was someone else's error. 2) My daughter's special gift was delivered to someone else (perhaps to a driver's friend) on a whim. 3) 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.

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Skye on 03/12/2010:
That's too bad. You should let the shipper know what happened. They probably would reship your daughter another cake.
Skye on 03/12/2010:
Fedx is correct about the claim has to be filed through the shipper.
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Poor Delivery and Condition of shipped packages
Posted by on
CHICAGO, ILLINOIS -- One month ago I shipped 10 boxes to arizonia 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 addressed
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 thought they were in a war zone, beat up, smashed, busted open in terrible condition.
The boxes I sent later but busfreighter (24) came
in excellenst 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 Fed X.
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Anonymous on 10/10/2009:
Just North of Mexico.
Fedex Delivery Dog on 09/21/2014:
Most packages are not damaged by the delivery driver but rather they are crushed during transit. best to overpack the contents in peanuts and bubble wrap.
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FedEx are Thieves
Posted by on
On June 30th, 2009, my fiancee 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 fiancee, since he is the one who bought and shipped the ring. My fiancee 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 fiancee that the ring could not be located and was offered to begin the claim process. My fiancee started the claim process on Tuesday, July 14th, 2009 and concluded the claim process on Thursday, July 16th, 2009.

My fiancee insured the package for $500. Although the ring's actual worth was more than $500, my fiancee was told by FedEx that this was the maximum amount the package could be insured for. My fiancee 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 employee 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.
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Anonymous on 08/20/2009:
And your fiance is sure that he put it in there and didn't misplace it himself?
Anonymous on 08/20/2009:
Maybe it was just a ploy to get $500 dollars. If it was it worked.
babidahl on 08/20/2009:
Believe me, he's sure he put the ring in the package.
babidahl on 08/20/2009:
It was no ploy. The ring was worth way more than $500.
goduke on 08/20/2009:
Did the package look like it had been tampered with? The times I've used Fed Ex, the package was sealed and the label was stuck on it so that it would have to be ripped off.
BokiBean on 08/20/2009:
I'm sorry you feel that way about Fed Ex. I think they did alright by you, cutting you a check for the max amount they could based on your claim. For all they know, your boyfriend never shipped a ring.

It kind of surprises me that you would ship a ring worth more than the $500 they can insure for...your fiance had to realize that if something happened to the package, you would lose all around.

Again, the blame doesn't lie with Fed Ex alone here..but very sorry about your ring.
babidahl on 08/20/2009:
The label looked sort of tampered with but FedEx never admitted to that, of course. And, why wouldn't he ship a ring? I'm sure people ship jewelry worth far more than my ring every day through FedEx, UPS, USPS, etc.
BokiBean on 08/20/2009:
Well good luck with that. I wouldn't chance it, myself.

I believe he shipped the ring, but if I was Fed Ex, I don't know that I would...
Anonymous on 08/20/2009:
When I became engaged, I personally slipped the ring onto my fiancee's finger. I didn't mail it to her. Sad.

By the way, women are "fiancees" and men are "fiances." (With an accent mark, of course.)
babidahl on 08/20/2009:
He didn't propose to me that way. I left, accidentally, in Canada while I was there visiting earlier that month and he was sending it to me. And, so what if he did propose that way?
babidahl on 08/20/2009:
Because FedEx has a policy that you can only insure jewelry up to $500.
babidahl on 08/20/2009:
I'm mad at FedEx because they should've delivered my package with all of the contents inside.
BokiBean on 08/20/2009:
Understood. Anyone would be. You should also be mad at yourself and your intended.
goduke on 08/20/2009:
Would homeowner's insurance cover this kind of thing?
madconsumer on 08/20/2009:
unless you can prove the ring was inside and shipped, you are off base claiming FedEx employees stole your item. was the package sealed in front of a FedEx agent? many times non-commercial users are required to do so to prevent false theft reports.

the shipper should have insured the package for the actual dollar value.
moneybags on 08/20/2009:
Whole thing sounds fishy to me. How are diamonds imported into the USA? They are shipped by mail or go w/ bonded couriers. I have received a sterling coffee set and tray that was shipped in the mail with no insurance. It's an heirloom from my late aunt. Just regular old mail! Appraisal was for $4000!
PepperElf on 08/20/2009:
hmm mif there's a limit to how much you can insure... I would think one should use something that allows you to insure for the full price

oddly enough the mail might let you do that
Doctor Charlie on 08/20/2009:
I don't believe the story. Sounds fishy to me.
MaggieMcT on 08/21/2009:
He received the amount for which he insured it. How is that cheating?
Anonymous on 09/16/2009:
The package came through customs, which could mean it was confiscated for some reason. The US customs office would have more info if this is so.

If the ring was valued at $500 on the customs form, and it was evaluated at more, it should have been delivered with an import tax applied. Anything over $200 imported to the US has taxes applied. There has GOT to be more to this story. FedEx do not open cross border packages, CUSTOMS do.
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Where's UPS when you need them?
Posted by on
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?
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madconsumer on 07/18/2009:
ups is not any better.

did you ask to pick it up yourself from their depot?
Anonymous on 07/18/2009:
FedEx Ground delivery is operated by local contractors. Once FedEx hands the packages to the contractors the tracking becomes useless. The contractor gets paid for every delivery attempt. So the more attempts made the more money is made.
Seems in your case the ground delivery contractor used to work for DHL.
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What Do You Mean I Can't Pick It Up
Posted by on
ANAHEIM, CALIFORNIA -- I Order a product from a company in Carlsbad California, I live in Anaheim California. The package left Carlsbad 7:03PM 2/29/08 (last scan). I waited till Monday knowing that the package had already arrived that night at the Fullerton Express Facility. At 7:27AM 3/3/08 the package was scanned at the Fullerton office. At 8:01AM 3/3/08 I'm informed that because the shipper paid for 2 day service, that is what they get. the FedEx rep said that because it is for delivery on the 4th that is when I can pick it up, even though it is already scanned into their facility.

I understand how policy works, I understand that some packages have a higher priority for "delivery". what I don't understand is why you have lazy people who do not wish to do their job! if my package scans that it is AT the facility then I should be able to pick it up early, I'm saving you time and gas, as you no longer have to deliver the package. I'm not getting a refund or partial refund of the shipping as a result of picking it up early, therefore you make a little extra of that arrangement. I'm not taking away from the priority of anyone else's package as I'm not having it delivered, if anything I'm helping to give someone else their package earlier as the driver no longer has to deliver my package.

here is another interesting story for you to chew on as well.
My wife works for a company that does "mail/web" orders and ships worldwide, well they mostly use UPS (I wonder why) but when they use FedEx the driver complains, even yelled once, at the warehouse staff to load the packages for him (keep in mind that the day he yelled there were only 5 packages, none of which weighed over 86 lbs. (that is the heaviest they send which is only on occasion most of it is 25 to 35 lbs.)

what it boils down to is you have the laziest, sorriest, slowest bunch of employees in the shipping business, you need to change your motto to "The World on OUR Time"

all in all... I should not have been told even though we have your package right here we WILL NOT give it to you till tomorrow because that's when it "should" be delivered.
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Hugh_Jorgen on 03/04/2008:
You accuse them of being lazy, but think about what you are wanting them to do - pull an employee off his or her normal job and go look through hundreds or thousands of packages at their local station to find yours so you can pick it up a day earlier than you were willing to pay for to begin with.

I'm sorry your wife's experience with her local FedEx driver was negative, but generally speaking FedEx is still the premium air express company out there. UPS is a close second and DHL has yet to show up - we think their entry was lost in transit.
Anonymous on 03/04/2008:
Simply because the package has scanned as being at the facility does not mean that it has been sorted. Your package is not the only one to have arrived at that location. It has nothing to do with laziness.
Principissa on 03/04/2008:
I agree with Robf. They weren't being lazy, I think it's laughable that you actually expected, and are angry that they wouldn't search through every single box they had in that location to find yours. Do you realize that someone would have to be taken from their current job to look through however many hundreds of boxes to find one. Sorry, but that is just unreasonable.
bargod on 03/04/2008:
What they said. And tell your wife that any delivery company should load their own packages. You should never have to do that for them. I would have called that Fed-Ex drivers supervisor right away.
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Computer information false
Posted by on
TULSA/CLAREMORE, OKLAHOMA -- As a service to the customer. fed x has provided information to the customer on your computer so you as a customer can get quick reliable info. enablen you to check to see where your package has started from (time and date) and where it goes before it gets to you ...... I love that....... and I think its a fantastic ideal for the customer to know the route of travel before it gets delived ... when I saw that my package has arrived in a nearby town. I got excited..... I knew then that its was only a few hours away.

Later that evening after waiting all day long......and not even as much to see a fed x truck in the area...I went to my computer to check... and I saw that the driver try to deliver my package an hour ago... at the very resident.... the one that I had been setting and waiting for all day long .... now.... that makes me furious....... not only did this happen today.... it repeated the same misguided info the next day ... and I'm saying what's wrong with this picture.... I'm still aggravated... every time this happen I was on the phone complaining to 1-800 fed x customer representative about the false information that was being put out to me ......all they could say was.. that the package is still on the truck. 9 o'clock came and went I gave up ..... the next morning it came to the door..... I question the driver and he said this is the first time he has been back to this area since last sat. which was a week ago....

I checked the computer for delivery time and it was right this time... someone or somebody needs to find out what is going on here ....putting out false information to fed x customer... I was supposed to do several jobs in my home town for those two days of waiting.... lost money just because of lying info. I say that because the driver that had my package for those two days punch in the times he said tried to delivery and didn't. I know that because I was here.... and for sure no notice was placed on the door like there supposed to do when no contact is made...... that to me makes fed x look bad.... now I know how fed x operates..... and now and I won't be mistaken next time .... customers beware .... this is an ongoing problem.
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bargod on 01/22/2008:
horrible_sanity on 01/22/2008:
did you ever call fed-ex it was a simple mistake its a computer things happen. if you where so concerned about missing work and what not then you couldhave called and asked them to hold it at the fed-ex ground and pick it up at your convience
Anonymous on 01/22/2008:
This posting was just too painful to try to read.
Anonymous on 01/22/2008:
Ken, Best Answer.
Anonymous on 01/22/2008:
Oh, my back hurts!
madconsumer on 01/22/2008:
was the package sent as adult signature required?

as well, next time your are waiting for an important package, make arrangements to go pick it up yourself at the FedEx depot.
jktshff1 on 01/22/2008:
Why did you not just have it delivered to your office?
QuitWhining on 04/05/2008:
I love it when people say they were home all day. Never went to bathroom, never stepped out back, or in garage, ran vacumn cleaner, or anything else, so that just maybe you didn't hear the doorbell. And that is if the door bells even works.

The driver said he hadn't been in your area for a week???? Where do you live the end of the earth???
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