Federal Express Corporation Complaint - Insured Shipment But Not Receiving Reimbursement For Damages
KALAMAZOO, MICHIGAN -- The end of Dec 2008 I opened an account with FedEx since DHL was no longer making domestic pickups and deliveries. I had sent 2 almost new pieces of luggage with DHL and then had to send them back with FedEx. I went online to schedule the pickup for Jan 2nd and had much trouble in printing out the labels. I called FedEx and was told to call their technical support number. I must have been on the phone for at least an hour trying to set this up and having problems with the labels. Finally they asked me if I wanted them to just schedule the pickup and have the driver bring the labels. They had all the information including the weight of the 4 packages I was sending and the amounts of insurance I wanted on each one. I had $400 on the smaller suitcase and $500 on the larger (the same as what I insured with DHL). The other 2 small boxes I just used their standard $100 insurance. (and these arrived in great condition)
When the driver got there Fri 1/2 he said he didn't have labels and he was the wrong person to pick them up. He called in and told them they needed to send a different truck over. About 1/2 hour later the driver, Tony, from Kalamazoo, MI came for the pickup. He did not have the labels and said he would make them up when he got back to the FedEx office.
When the shipment arrived at the destination the driver just left them sitting out in front of the house. No wonder he didn't let me know he was there as the 2 suitcases were damaged. They look like someone rolled them around in dirt, had white markings (like a white magic marker) all over them and the handle was broken on one.
I called their phone and was told they didn't cover luggage that it should of been in boxes. I then called my sales representative who told me that other people ship the pieces of luggage and never heard of anyone having damage like this and I should pursue this.
I finally got claim form to send in. They send me a form saying it was not a claim and there was no tracking numbers or proof of value. I had filled this in and contacted them again. I again sent the claim form along with photos of the damage and photos of replacement pieces with the price tags attached.
I kept calling them to find out what was happening but never got satisfaction. Then I get a check for a little over $100. I called them about this and they told me it was to cover the one piece of luggage and the shipping fee. I asked them why only $100 as they were insured for $400 and $500. They told me I did not take the additional insurance and would not pay anymore but would process the claim for the 2nd piece. I am not happy with how they are handling this and called again today to tell them to check their phone records and they would see that I told the customer service representative the amounts on each piece. She told me that they couldn't do this and even if they did they probably wouldn't have the tape of this call. I told her about what happened when Tony picked them up and she said that should not have happened that they are to put the tags on when they arrive to pick up.
They asked for a copy of my credit card charges to see if I paid extra for the insurance. I don't know if I did or didn't and thats not the point. Somebody (or somebodies) at FedEx screwed up my shipment. Why would I sent it back to AZ without insurance when I originally sent it to MI with DHL with insurance?
I will never used FedEx again. Seems like nobody there can do their jobs. What a screw-up company.
Just too bad that DHL is no longer domestic as I had shipped luggage with them many times without any marks or damage. I am thinking now of trying UPS and hopefully they will not be as ignorant as the employees at FedEx.
The company email address I provided below belongs to the supervisor in the ground claims dept. She is the one I have been working with to get this settled.