I shipped a package from Pasadena, CA to a northern Denver suburb. On the day delivery was due, the package did not arrive as promised. When we returned to our home 3 days later, FED EX had left notes of attempted delivery on each day. THE PACKAGE WAS AN INDIRECT SIGNATURE!!! We called FED EX, and were told the package would indeed arrive today BEFORE 8pm. We waited ALL DAY for the package, which NEVER arrived! When we called customer service at approximately 8:45pm, we reached a representative who spoke very broken English. This person now told us the package WAS NOT scheduled for delivery today - period. We were told it was taken to a facility to be "held for pick up". Livid at this point... We asked to speak to a Supervisor. We were told a Supervisor would return our call after checking into the matter. When we inquired as to WHEN the Supervisor would return our call, we were told, IMMEDIATELY". Fifteen minutes later, no return call. So... We called FED EX Customer service again. Again the person answering the call spoke very broken English... But DID manage to transfer us to someone CLAIMING to be a Supervisor, It was very clear after two minutes that this person was in NO WAY a Supervisor. He refused to give a name, other than "Bill"... Which I can guarantee was NOT his name... And when we asked WHERE he was located, he said EL Salvador! This had to be a joke! Outsourcing is everywhere, but at least those folks in India attempt to offer some form of customer service to resolve customer complaints. This pretend Supervisor told me that our package would NOT be delivered tonight, AND that we would have to pick it up ourselves on TUESDAY. Exactly TWELVE DAYS AFTER WE SHIPPED IT and EIGHT DAYS LATE!!! To add insult to injury, this pretend Supervisor, located in a VERY third-world country - told me, "Well, they attempted delivery today again and no one was was there!" This was a blatant lie and we told "Bill" as much. No doubt, we were NOT being kind or remotely professional at this point and simply said a few choice words and hung up. We then contacted the original FED EX location from which the package was shipped in Pasadena, CA. Some really nice and calming representative named "Lucky", attempted to assist us... Took our contact number and said he'd call back. He told us that he learned the package was still on a truck to be delivered tonight... Late... But tonight. It's almost 10:00pm and no one from FED EX has shown up - so who knows if the package will ever get here. But at least this gentleman tried. All I can say at this point is that if you need a delivery ON TIME - AS PROMISED - and you need to be able to resolve an issue which someone who cares and actually speaks English and isn't going to fabricate information... Do yourself a favor and use the U. S, Postal Service. It's The "U.S." piece of this that counts. "Bill" in El Salvador? You and FED EX should be ashamed.
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