FedEx.com Misinformation

Gotta agree with you here, Tim. Twice in the past 2 months Fedex has lost my checks from a COD delivery and necessitated stopping payment on the checks and sending them new ones. I've been sending the new ones less the stop payment fees.!

If you want to be upset with someone, be upset with the shipper, not the carrier. It was the shipper that electronically told FedEX that they shipped it on the 8th. But the package never left the shipper's dock yet.

Then on the 10th, the shipper agains told FedEX that they were shipping the product. But not until the 11th did they actually give the product to FedEX.

The way that carriers allow the shippers to electronically transmit their intentions to ship product and initiate the information flow causes persons like you to unknowingly think that FedEX is entering the data rather than understand the it is the shipper that causes the initial information to appear.

If FedEx is allowing someone on the 9th to say that they shipped something on the 8th, isn't that a problem with FedEx?

That's really a minor point though, since my real issue with FedEx is the fact that they continually say that I wasn't there when I was.

See http://tntluoma.com/beyond30/2005/04/fedexdeliverssorta

I understand this isn't exactly on the subject of the post, but did you know you can just google the tracking number to bypass all the FedEX bs?

No, I didn't know that.

Very handy.

Works for UPS also.

I would only like to comment on the issues you have with FedEx. I am a courier with FedEx and needless to say I know many many couriers with Fed Ex and UPS. I don't have enough information to know why your shipment had so many problems but I can say without a doubt it was not FedExs' fault possibly the courier or tracking agent or even the shipper but NOT FedEx. Our policies are layed out to in very plain english. If any employee within FedEx falseified the status of your package they would recieve serious disiplaniery action as would UPS employees. As couriers and agents of FedEx we know what is required of us . I am sorry to hear of your dissatisfaction with Fed Ex.

Bottomline is you won't know the real truth until you have walked a mile in oue shoes or in some cases "leap tall buildings with a single bound".......

We are the best in the shipping business. If you sincerley doubt what I am saying ,you might want to seek and find employment with FedEx Express. Thank you for your time. Good luck with UPS they are a fine company and I am sure they will take care of you.

Rick wrote:

I would only like to comment on the issues you have with FedEx.

Actually you did quite a bit more than that... You commented on the issues, insisted that I was wrong (apparently FedEx did everything right, and the problems I have are either my misunderstanding or someone else’s - anyone else’s , told me that FedEx was the best

I am a courier with FedEx and needless to say I know many many couriers with Fed Ex and UPS. I don't have enough information to know why your shipment had so many problems but I can say without a doubt it was not FedExs' fault possibly the courier or tracking agent or even the shipper but NOT FedEx.

FedEx was the one who had it from the time that it went out to ship and it was their website which repeatedly gave incorrect or misleading information. So how was that now FedEx’s fault?

Our policies are layed out to in very plain english. If any employee within FedEx falseified the status of your package they would recieve serious disiplaniery action as would UPS employees. As couriers and agents of FedEx we know what is required of us . I am sorry to hear of your dissatisfaction with Fed Ex.

With millions of packages and thousands of drivers, how would they ever know? It’s really just my word against the driver’s, and you can see why I didn’t register a complaint, because all they have to do is deny it.

Bottomline is you won't know the real truth until you have walked a mile in oue shoes or in some cases "leap tall buildings with a single bound".......

The “real truth” is as I have written it. They failed to deliver when they said that they had tried to, they failed to provide accurate information on their website. This isn’t just one example, it’s a repeated experience.

We are the best in the shipping business. If you sincerley doubt what I am saying ,you might want to seek and find employment with FedEx Express. Thank you for your time. Good luck with UPS they are a fine company and I am sure they will take care of you.

If I had my choice between shipping UPS, FedEx, or USPS for the same price in the same timeframe, I would choose UPS every time. Saying that you’re the best doesn’t mean anything to me. Getting my packages to me in a timely manner is really the only thing that concerns me.

The fact of the matter is that I seldom get to make that choice. Usually the company I purchase something from has a contract with a shipping company and I’m stuck with their choice.

It's ok that you perfer UPS. I am not trying to say they aren't a very professionial company. I am not trying to sell you a bad bill of goods just wanted give you some insight on things. As I said I am a courer. I am way down the food chain within the company. You can file your complaints with the company you order from and it can make a difference as customer satisfaction is very important to many companies. As for FedEx we too need to hear your problems or complaints otherwise the problem may never get fixed. As for your complaints getting written off....how do you become convienced that customer complaints are addressed to the responsible individuals. I can only tell you that in my 15 years of service with FedEx as a courier (a wrench turner) that I have had some customer complaints addressed to me. I still have my job and a a result of hearing these complaints it has helped me better understand the needs of our customers and I try to do a better job. I have also had many more compliments than complaints. There is always another story and another day. If I am only writting this to have it picked apart so you may make an argument out it then I am just wasting my time in talking to you. I am not telling you that UPS is not a good company....if you prefer them by all means use them. I know many folks think of UPS like you think of FedEx. I don't think any the less of UPS. Like us they work harder than most people know. I respect all employees of UPS. As a customer I respect your input. I wish there were more I could do help you and right a must have been a wrong.

Rick

Hi there,

I'm senior service assurance analyst at FedEx and you REALLY don't wanna know things happening around there...Let's just say there are a lot of creative people working with digits
:-)

JT

Here's a note I just sent to FedEx:

+++++
Not because there was a problem in initially delivering my packages - XXXXXXXXXXXXX and XXXXXXXXXXX - I understand that mistakes can happen. It's the chain of events that followed that really bothered me:

First, nobody contacted me, or even tried to check for reasons the packages couldn't be delivered on time. (I was later told it was put on the wrong truck.)

Second, when I called late Tuesday afternoon, the phone rep refused to check for additional information - he said that if more information didn't show up on the www tracking page, he couldn't find it. That was a mistake - don't lie to customers.

Third, when I called at 4:00am on Wednesday, the phone rep told me three more lies: 1 - they were put on a truck Tuesday morning for delivery Wednesday (as if your company can afford to let trucks just sit) 2 - that they were never scheduled to be delivered on Tuesday 3 - That everything was OK and they would be delivered that day. The first two statements weren't even plausible, which really had me concerned about the third - and for good reason, as they were NOT delivered.

So, I miss another day of work sitting and waiting for replacement wheels for my car.

That afternoon around 3:30 I finally reached a phone rep willing to do her job. I wish I had asked her name - she should be commended, promoted, or otherwise rewarded for doing the right things. Most importantly, she stayed on the line as the primary contact until the package was located. She also provided me with truthful information - that the more detailed internal tracking listed the status of the shipment as "Business closed - no delivery attempted", realized that was NOT a proper status given the situation, and tracked down the people with the right information. Now, this is key: IF EITHER OF THE FIRST TWO PHONE REPS HAD DONE THIS, I WOULDN'T BE A DISSATISFIED CUSTOMER,

So, to avoid missing yet ANOTHER day of work, I told them to hold them at the Durham shipping center for me, and I drove the 80-mile round trip (hoping the emergency spare and bent rims would hold up) to do the job I paid to have done by FedEx.

The FedEx employees in Durham were helpful and polite, but seemed to have no procedures for handling this kind of situation. No one told them I was coming, no one had the packages pulled off the truck, and (this one is scary) no one asked me for any ID - I signed for the packages, but they didn't try to verify who I was.

Oh, BTW - four hours after picking up the packages, the tracking status is still "On FedEx vehicle for delivery"

Here are the lessons I took away from this experience:
1 - FedEx Ground tracking info is incomplete, and therefore unreliable.
2 - Some FedEx Customer Service reps are unreliable.
3 - FedEx Ground security procedures are unreliable.

Conclusion? FedEx Ground is unreliable. I'm willing to listen to any arguments to the contrary, I just can't think of any.

These were "just" personal packages, but it was important to me, and I wish you had treated it as if it were important to you. Besides, you never know when someone's personal experience will change the shipping practices of a major business...

I Read your comments about Fed ex and just wanted to let you know that we all make mistakes and just because you found one bad apple in the bushel doesn't mean that they all are bad! I have had bad experiences with all of the shippers at one time or another and to tell you the truth, Fed ex is the best on shipping,cost and tracking. When it comes to any damage they are the best! Pay within days!I will toot their horn anyday!

((TjL writes: the point is that my experience with FedEx had been consistenly poor. Although not as poor as with <a href="http://tntluoma.com/beyond30/2005/09/biggest_loser_uspscom" rel="nofollow">USPS.com, which is useless for tracking.))

With a bit of humor I've read the issue and some of the comments.

Here's my experience with the last FOUR FedEx deliveries:

The detailed tracking information on FedEx site indicated the packages had been delivered. They had not been delivered. They rolled in 1 to 3 days later and they rolled in on a FedEx truck, not one of my neighbors.

FedEx has been notified of these experiences 3 times and I have yet to hear a peep from them.

Noting, "If any employee within FedEx falseified the status of your package they would recieve serious disiplaniery action". This does not appear to be the case at all. Or, perhaps someone at FedEx could tell me how 4 fictitious deliveries in a row get entered into their system.

Shippers acknowledge this to be a problem. It exists, from my vantage point, its widespread and I can only conclude its being done with FedEx knowledge and complicity.

I am so ticked off with FedEx today I can scream.

I ordered an ipod last week and the delivery nightmare started on Monday.

They tried to deliver the package, I saw it on the website and called them immediately. I let them know that we will be home between 3 and 5. Customer service said that they will either try to deliver it later that day or between 3 and 5 on Tuesday.

Tuesday morning, once again they tried to deliver it at 10am, totally disregarding our conversation the day before.

I called them again, asked them if they did not hear me the first time? Told them the same thing, even gave them an alternate address (UPS and DHL have always been happy to deliver it at an alternate address), at which point FedEx flat out refused to do that, but said I could sign the door tag and they'll leave it at the door.

Fine, so against my will I sign the thing, not exactly comfortable with it sitting in the hallway, but my packages had never been stolen before so I wasn't too worried. They didn't exactly leave me with a choice because there's no way I can just take off work to pick up a package in a neighboring town.

So this morning the status read that it was delivered. Left at door. So I get home and there's no package. Now either it had been stolen or the FedEx guy had a brain fart and took it back to the truck. I spent the entire afternoon trying to establish if this was the case, but they insisted it had been delivered.

This would never have happened if FedEx was as happy to listen to your requests as UPS and DHL are. I've never had this much drama having a package delivered. I also let Apple know about this, and I sincerely hope they change their minds about using FedEx again. I sure as hell won't. I thought companies are driven by customer satisfaction?

fed ex sent my guitar to new jersey, not oklahoma from oregon . they never notified me just changed delivery date on tracking site to six more days, called customer service. a joke just kept saying sorry.i asked if they could fly the guitar to me as fast as possible they didnt know about that because they did not know if the package was still in new jersey now. their tracking system is a joke. DO NOT USE FED EX.

I ordered a package from a store ONE STATE AWAY. I paid for 2nd day shipping. There is no exuse that this has allready been 5 days and guess what, It's still not hear!
I HATE shipping via fedex.
One time I had an important package shipped overnight to California from my home in NY. Guess what, the package never left NY, It was stupidly shipped back to my home! Not overnight either, It was DAYS in transit!
In fact every time I deal with fedex, There is always some kind of snag, every single time.

I Never had a problem with UPS. Not once!

Having a huge problem with fed ex now, and am at a loss as to what to do. My son bought a surround sound system from Amazon, had it shipped fed ex, was supposed to be delivered on Dec.19th and never arrived. According to fed ex, it was delivered to our door and signed for by someone that we never heard of. Fed ex is now giving my son the runaround saying they talked to the driver, and he claims he delivered it to our door. I'm beginning to think the driver kept it.