Federal Express Corporation Complaint - Birthday cake delivered to someone else.
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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