On September 20 a FedEx representative collected my package, and on October 1 the FedEx service lost it at the airport in Paris, France. To start with, I was never told by FedEx that it was lost. After learning that it had not arrived, I got in touch with FedEx, and the nightmare started there. Representatives were rude and misleading, constantly lying about where my case stood. Repeatedly they said nothing was required of me, as they follow a routine procedure for similar situations. They told me a complaint had been lodged for me and that the Claims Department would reach out in due time. Nobody did, so some weeks later I tried to reach Claims myself. Surprisingly, FedEx staff refused to connect me. Choosing the automated phone service and requesting Claims also never worked; the call went elsewhere each time.
Every call to FedEx ended with a representative handing me to somebody else, and that person to another, forever. I was frequently on hold, with 25 minutes as the longest. Each new representative asked me to repeat what was inside the lost package, and each one claimed there was nothing on record about the contents, even though I stated them on every call.
At last, following many days of torment and humiliation, a FedEx employee admitted that my complaint had never been filed for me, so Claims had received nothing. I completed the claim form on my own (Claim No 33387919) and sent it to the FedEx office by fax, and I lodged a complaint with the Better Business Bureau as well. A few formal, bureaucratic letters from FedEx were what the BBB got. Eventually FedEx mailed me a $100 check. I refused it and returned it to Madame Sheila Flatt. To me that pathetic $100 check was one more insult from a monster of a business.
The BBB did not manage to help me get full compensation from FedEx.
What I lost falls into several categories:
1. A financial loss of $950.
2. Emotional harm, since I was lied to, insulted, misled and humiliated repeatedly.
3. Wasted time: had FedEx staff been truthful, I would not have waited for them to lodge a claim for me; had their phone system and employees been truthful, I could either have reached Claims or learned that customers are barred from contacting it.
4. The loss of a carrier for my personal and business use: with my trust in FedEx gone, I had to look for a different carrier for every express shipment from now on, which cost me time and effort.
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