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FedEx Corporation FedEx Ground Consumer Reviews

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FedEx fails to honor a service commitment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHICAGO, ILLINOIS -- Yesterday (Friday), I called FedEx to schedule a pickup of a GROUND shipment -- a return of a printer to Hewlett Packard.

I was told that because it was a GROUND shipment, it could not be picked up on the same day. They said they could pick it up today (Saturday).

They scheduled a pickup, and the FedEx employee arrived around 11:30 (on schedule), but rejected the pickup because she was from their EXPRESS department, not their GROUND department.

This is simply incompetence on the part of FedEx. It is really that simple -- incompetence.

I called FedEx and asked to speak to a supervisor. I did not get a supervisor. I got a "Customer Advocate."

The Customer Advocate was very polite.

First, he explained that the earliest pickup would be Monday. I explained that I won't be at home next week -- I travel for work. That is why I arranged for a Saturday pickup.

Second, he offered me to opportunity to drop off a 50 pound box at their location. I am 68 years old, and carrying a 50 pound box to their location is not something I can do alone.

I was politely insistent that this needed to be escalated, so he called the local dispatcher who said that I would have to wait until Monday.

After speaking with the dispatcher, the Customer Advocate said that a pickup today was not possible.

First, he offered me a Monday pickup. I asking him if he was listening when I told him that I was away next week. He said that he was. So I asked him why he was offering something that clearly would not work. He provided no answer.

Second, offered me the opportunity to bring the 50 pound parcel to one of their locations. I asking him if he was listening when I told him that I could not do so alone. He said that he was. So I asked him why he was offering something that clearly would not work. He provided no answer.

FedEx made a service level commitment to me yesterday. Today they broke it. As of noon, they were unwilling to do what it takes to pick up the package today. They re-offered me alternatives which they knew and understood would not work for me.

So now I will have to find someone whom I can pay to bring the box to a FedEx location, because this needs to be returned to Hewlett Packard in a timely manner. Delaying a week is not timely.

FedEx used to have a tag line that started "absolutely, positively." Well, this is the second problem I have had with them in the past month. I now understand that the tag line should read that "FedEx will absolutely, positively NOT make things right if they screw things up."

So I absolutely, positively will avoid using FedEx in the future, since I absolutely, positively prefer working with a shipper that honors its service level commitments instead of screwing its customer.

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Not Delivered on Time Then Blame Me for It and Call Me a Liar
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALABAMA -- My package was supposed to be delivered on 11/16 before 8pm. So I waited around the house the entire day for it thinking that it would be here when they say it would. Well 6pm rolls around and I get nervous so I check the app which has now changed the delivery date entirely to 11/19. So I panic and called customer service who says there is nothing that can be done because I changed my delivery time to a future date which I definitely did not do since I am waiting on the delivery so I can leave to go out of town on a non-refundable trip. I ask to speak with a supervisor and after a few minutes of waiting am told that the supervisor is not available and I won't be able to speak with them. I then demand to speak to a supervisor now.

Wait a few more minutes and finally the supervisor picks up only to tell me that my package was never supposed to be delivered today(11/16). Which is completely inaccurate per multiple texts and emails saying it would be. I then plead with the woman to let me go pick up my package myself because I know it is in my city. I'm informed that the local office is closed and nothing will happen until possibly 11/18 but definitely by 11/19. So after not getting my very important package by the said date, I'm accused of it being my fault that it wasn't delivered then am told I'm wrong and it was never supposed to be delivered by the date the company told me it would. Not to mention a large amount of money lost because I was unable to go on my vacation (non-refundable).

I will never use FedEx again. This has been nothing but a very expensive and inconvenient headache. I just hope my package actually finds it here on the 19th but I'm not betting on it based on this company's lack of competence. It will be a miracle if it does! Horrible company all the way around the board!

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Ground shipping Horrible! Stupid, irresponsible,customer service ZERO!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALL -- This has GOT to be the worst shipping I have ever seen! Ten days to deliver? Not just slow but stupid and irresponsible. Here's why.
Tracking history says this package was picked up 09/19 in Indiana, on Wednesday 09/26 it was in a city 400 miles further the other way.The truck HAD to go my home, a large regional hub of over 500,000 people where I know they have a hub. But FedEx bypassed it. When the package arrived in their chosen hub on Thursday tracker said it would be delivered Friday 09/28, and was not. Instead FedEx elected to mail it to me. Shipper could have done just that in the first place and I would have had this package in 3 working days - at the same price or cheaper. I wish they had!
What I would have been normal and expected is this: picked up by FedEx 09/20, at first regional hub, likely either Indianapolis or Chicago, on 09/21 at my city's hub 09/24 and delivered 09/25 - 6th calendar day. That did not happen. What did happen was not some unavoidable or accidental delay, but simple stupidity. Worse still they handed my package to someone else to do so what I paid for them to do.
To compound matters FedEx has no concept of the receiver as customer. I tried to send them feedback but the email link on their tracking website would not allow to send as two required database fields would not accept the link's own formatting. After 45 minutes on the phone with "customer service"and 3 people including a manager, I was told that this particular delivery pathway was requested by the sender. Patently ludicrous! I'm sure shipper requested ground shipment, but that does not equate to this stupidity. I was also told that customer service did not have any alternate email to phone number to communicate with the company, the customer service manager did not have an email for purposes of getting that alternate info, and to call back and speak to someone else on Monday. I've worked customer service for a major corporation and this kind of response would have been grounds for dismissal. I've had other issues with FedEx from the receiver end before - no delivery on Saturday, pickups end at 4:30 weekdays, no way to request a different delivery date or location unless shipper requests. And similar "we can't help you" on the phone. I've actually had packages returned because of this kind of blind inflexibility. Clearly to FedEx the only customer they see is the shipper.
This kind of stupidity should never be rewarded. From now on I will request any and all shippers to use ABSOLUTELY ANYONE but FedEx -regardless of cost. I will also recommend you and any other company I do business with adopt the same policy.

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Unacceptable Delivery Window
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN JOSE, CALIFORNIA -- Last night I received a text message around 8 PM from FedEx Ground stating that a package would be delivered for me today and that it required my signature. Today, I called FedEx Ground Customer Service to get more detail about my delivery, as having to wait around at home for possibly 12 hours is completely UNACCEPTABLE. The customer service representative started the call off with an unfriendly attitude, kept cutting me off any time I tried to ask a question and just kept repeating that the only information she could give me was that the package would arrive sometime between 8 AM and 8 PM.

FedEx Ground needs to stop operating in such an archaic and customer unfriendly manner. Once packages are loaded and drivers have their route, they should be able to give a much smaller delivery window for folks that need it. Very bad customer service and way to operate!

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Just Incompetence
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CINCINNATI, OHIO -- I was to receive a package today. First, my client send me an email saying FedEx sent him a message saying the address was incorrect. I called and verified the address and it is correct. So don't know why the driver did not bother to use GPS or something, or look at the door where the sign is, or ring the doorbell. Then I was told to show up at 6:30PM to pick up the package since that's when the driver would return. I showed up at 6:45, and gave them until 7 and was told the driver won't be back until 8pm. This is a 30 minute drive I had to make to the FedEx center where this driver was to return.

Not only did I lost trust with the client due to FedEx driver's lack of ability to find my address, which every other service (USPS, UPS) can find, but I also had to spend 2 hours driving back and forth between my place and this FedEx office. Not even a courtesy call to let me know the driver wasn't going to make it back at the 630PM time they originally told me. And there is no apology, just smirks and smiles. We are paying for your service and I have to incur cost for your incompetence?

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Overrated and Unreliable.
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

CLEVELAND, OHIO -- My experience with FedEx Ground dates back to Roadway (RPS) which they acquired 20+ yrs ago and renamed it FedEx Ground. RPS was a very good, innovative and reliable service but when FedEx took over, it went downhill fast. It's always been considered a separate operation from the parent company, which causes confusion, but FedEx has never been able to produce the efficiencies and reliability that it has with their Air service.

There are a myriad of rules and regulations related to Ground that the customer is not aware of until it's too late, such as delivery restrictions and fees related to residential, as opposed to business, different service for packages left at a FedEx Depot as opposed to a FedEx agent (Staples), no guarantee for 24 hour delivery within the same zone and most importantly, the HORRIBLE customer service. There's no doubt that FedEx does not consider its Ground service to be as important as its Air service, and frankly, I doubt that they really care.

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Horrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RENO, NEVADA -- I had a package that needed to go out by Tuesday. I scheduled a pickup for Monday, and FedEx Ground didn't pick it up until Friday. I called the customer support line and the representative told me that it showed the driver stopped by multiple times. I checked the address for the pickup and everything was correct. I used to work at a FedEx Ground warehouse and I know how some of these drivers are. If they don't feel like going to your location they'll just say they stopped by. I'm the only one in the warehouse most days, and no one ever stopped by. So now I use another service. FedEx Ground clearly doesn't care about their customers.

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Shipping Fees
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I had a parcel shipped from the U.S to Canada. The item was made in the U.S and the shipper is a U.S company. I picked the item up at a Fedex Ground Services location in Canada. The item is motorcycle parts for a value of $382.74CAD. I get an invoice three weeks later for the taxes and clearance entry fee for $77.26. The charges are broken down to Canada GST 19.14, Advancement fee $10.00, GST on Services $2.77 and a Clearance Entry Fee $45.35. I am good with all the fees except for the Clearance Entry Fee.

I call FedEx and according to them that is a standard brokerage fee... Why am I paying a brokerage fee on something that is under NAFTA and is that cost? I have had tons of stuff shipped with USPS and never had such a hefty broker fees... I would avoid FedEx Ground Services as those fees are crazy...

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Poor Customer Service and Incompetence
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- So an order I had made was suppose to arrive Monday (July 3, 2017) through FedEx Ground. I received a message saying that the address was incorrect. I called to verify and tell them the address was in fact correct. This happened 3 times until Friday (one day a delivery attempt was not even made) and I even registered with FedEx Delivery Manager and posted a link to my address on Google maps in the instructions for delivery section. Even with this information, it seems that no attempt was made to find out why the driver was saying it was incorrect.

I told them that my address could easily be looked up and that no other delivery service like UPS had any problems finding my house. The third time that my address was scanned as invalid, the package was sent back to the shipper (I contacted the shipper and they will be sending me my order via UPS now). I hope the shipper files a claim with FedEx to get their money back! Here is the funniest part - I just received a postcard from FedEx for registering with the Delivery Manager service. If my address is not correct then how did they send me mail to the same address!

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FedEx Ground Shipping never reached
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I moved to different location after my graduation and I shipped my luggage via FedEx Ground on March 10,2017.On March 15 it showed up shipment exception. Since then I've been calling FedEx customer care.Earlier they said, the package is being shipped back at the shipper's address.Then they said it's lost you need to file claim. Every time I called they gave me different reasons and the resolutions but never I knew about luggage. I filed a claim, as suggested and even that got denied. Now they don't answer my call properly and either ask to leave name and phone no or give different reasons. I don't know where to reach out .It's frustrating

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FedEx Corporation FedEx Ground Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 17 ratings and
40 reviews & complaints.
Contact Information:
FedEx Corporation
6075 Poplar Ave.
Memphis, TN 38119
901-369-3600 (ph)
901-397-3963 (fax)
www.fdxcorp.com
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