Federal Express Corporation Complaint - FedEx Service - Express Delivery
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 no where 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.