FedEx Ground Home Delivery

[sidda]

I recently had the misfortune of trying to receive two packages to my home via FedEx Ground. The result of my ordeal, which I have detailed below, has been that I have had to cancel shipment due to destruction of property. I am informing the packages’ shipper, Pier One Imports, that their choice of delivery service cost them a rather significant sale. As a consumer, I do more than 90 percent of my shopping online; from now on any potential purchase from a merchant that only uses FedEx Ground will not only lose a sale, but will be informed that their choice of delivery method was the reason why. From my research online, the difficulties I had with FedEx Ground were not unusual, and the types of complaints that have been brought against the Ground division in particular, have an all-too-familiar ring to my own experience.

On 12/2/02 three packages from one shipper, Pier One Imports, were mailed to my home address in New York City with an anticipated receipt date of Thursday, 12/05/02. On this date, there was a (relatively minor) snowstorm in New York resulting in approximately 6 inches of snow. My FedEx packages were not received. (I might point out that on this date, UPS had no trouble finding and delivering a package to me while it was still snowing out.) The following morning I was dismayed to see that the FedEx website online tracking indicated that two of the packages had “wrong address” attached to their status. I immediately checked the delivery address I gave to the shipper, Pier One Imports, and saw that the address to be shipped to was correct, and Pier One had put the correct address on the packages. The random act by the FedEx Ground driver of noting “wrong address” without ever having tried to contact us for help with delivery would be just the first of many unprofessional actions by FedEx employees that I came across. I made my first phone call to FedEx at 6:00 a.m. on Friday, 12/6 to try to rectify the situation. I was told at the time that the correction had been made and that both packages would be delivered on 12/6.

As the day went on, no package was delivered. My husband and I both made numerous phone calls trying to track down the packages, updates on the FedEx website were not forthcoming and it seemed that the status was never being corrected. Each time we made inquiries at both the Go-FedEx number and directly to the local Brooklyn distribution center we were told that the package had the “wrong address.” We repeatedly had to state that the address was never wrong that this was a FedEx driver error, and to please give fix the status so that we could receive our packages. At some point on this Friday, one of the three packages was delivered (it was through regular FedEx Overnight, not FedEx Ground). The person who delivered this package never rang our home doorbell, and instead left the package with our building’s superintendent. At the end of the day Friday, having received lots of runaround but neither of the Ground packages, my husband put in an official complaint and we were told we would be contacted by Thomas Gleason, the manager of the Brooklyn distribution center, within a couple of days. As of this writing we have not received any call from FedEx.

When I spoke with FedEx Saturday morning, I was again told that packages had the “wrong address,” but that they would be delivered that day, 12/7. I again stayed home, again making numerous calls as to status to both the Brooklyn distribution center and the general 800 number, and was repeatedly told that, a) an address correction had been made despite the fact that the address was never wrong, and b) the packages were on a truck for delivery. I was also left on hold interminably, disconnected, and forwarded to Florida once. By afternoon, it became clear that my packages were not going to be delivered again. When I placed another call at 3:00 p.m. I was then informed that only one of my packages was on a truck (initially they couldn’t find either tracking number), while the other had somehow been left in the back of the Brooklyn distribution center. The person I spoke with at the distribution center said that due to the snowstorm drivers were trying to catch up, and would be delivering on Sunday and Monday to make up for their backlog. She continued to insist that one package was going to be delivered that Saturday, 12/7, and the other would be to my home Sunday or Monday. I was also told at this time that the manager, whom the person at the center told me was named “Carl,” was aware of the situation and would contact me. We never received any call from “Carl” or any other representative from FedEx. I did not receive any package on Saturday 12/7, Sunday, 12/8, or Monday 12/9. During each of these days, I made similar phone calls as to the status of my packages. With FedEx Ground officially closed on Sunday and Monday, I was dependent on the general FedEx customer service. My packages were still being listed as having the “wrong address” and I was also rudely informed by “customer service” representatives that “FedEx doesn’t delivery on Sundays” even though I was only repeating what I was being told by another FedEx employee. I was also told that the manager of the Brooklyn distribution center was named Thomas Gleason, not “Carl.”

On Tuesday, 12/10 when FedEx Ground home delivery opened, I again began making inquiries as to my packages directly with the Brooklyn distribution center. I asked to speak with the manager and after being left on hold for 20 minutes, was transferred to “Carl” who said he was the manager. When I was finally able to speak with him he was rude and unhelpful, knew nothing about the situation, and told me he didn’t know where my packages were because the computers hadn’t been updated. I was told to call back in 20 minutes. When I called back I was put on hold for another 25 minutes and again when I spoke with “Carl” he was equally unhelpful, only took one of my two tracking numbers and assured me that even though he didn’t have both numbers that both packages were being delivered. He told me some story about one delivery area, etc. Exasperated, I let it go at that. My husband, who works from home, also made additional inquiries as Tuesday afternoon moved into Tuesday evening without any package being delivered. When he spoke with the FedEx employees at the Brooklyn distribution plant, they found the whole predicament hysterically funny and blew off his requests for more information with “both packages are on the truck for delivery.”

At 5:30 p.m. on 12/10 one of the two packages arrived at my home (after the driver called to get directions). The delivery person arrived in a Ryder rental truck and the package and its contents were damaged beyond repair. The type of damage done to the box also leads me to believe it was deliberately vandalized. The second package was nowhere in the truck. We told the driver that we would be refusing the shipment because of its condition, and we immediately called FedEx and told them that the attempted delivery and the second, missing package were being refused. We put in another complaint at this point, but again, have heard nothing from the Brooklyn distribution center or any other representative from FedEx.

To counteract what I believe is willful misconduct on the part of FedEx Ground employees, I have contacted American Express and Pier One Imports and detailed the situation for them, making them aware of any potential wrongdoing should these two packages mysteriously never be returned. This is a scenario that given the past week’s activities doesn’t strike me as being particularly far-fetched.

As a consumer and a professional who has the option of numerous shipping companies, you can be sure that if I can, I will avoid FedEx service from now on. In addition to my full-time work, I do a lot of freelance work and in the past have often use FedEx’s overnight services. Since this experience, I anticipate that will no longer be the case. My mind was especially made up after I had the misfortune to have to overhear a FedEx Air driver on Friday 12/6, trying to convince an employee at a local Mailboxes Etc. to overcharge on a package weight from someone because she “didn’t like the way the person filled out their form.” If this is the type of company FedEx is running these days, I hope I never have to depend on their mail services again. The unprofessional treatment I received at the hands of numerous FedEx employees defies reason, but explains why the company is second in ground shipping to UPS.

http://www.fedex.com

[anton@yahoo.com]

This complaint is for Fedex Ground which is separate (and far inferiour as you will see)
operation than Fedex Express. Basically in the heart of all my problems with them is how they organized -
or rather disorganized. Their drivers are contractors who are independent enough so as make their service sloppy,
and undependable; Furthermore their customer service simply sucks.
They have been delivering package to me for nine days now and counting and missed several
pickup attempts with no explanation or refund given. Also the same people have missed two pick-ups in a row - just did not show up with
no explanation given. Be wary of these people - specifically their Alexandria Va location; Managers Ray Smith and Lamont Hinton

Here's is my prediction on the fate of Fedex ground - it will die off which is what will happen if they keep it up.
They wasted my time - a lot of it.

In the future, I won't ever do business with them
Also, I definitely will not recommend Fedex to others.

[chris]

Oh thanks guys!
Fedex is spending a huge amount of money and resources here in Scotland in an effort to break into the monopoly held by the UK's 'Post Office' (Consignia). When I read your notes and see how that company has 'performed' for you guys - I think I may just stay with the dear old Post Office!
Cheers