FedEx was paid to overnight a package from California to Pennsylvania. I tracked the package closely, noting that it arrived at the destination depot at 10:38am local time. Given that the business hours posted for FedEx indicated that they delivered "up until 7p, " I thought it a given that they would deliver the package that day.
Alas, that did not happen.
FedEx failed to deliver the package, instead delivering it the next day. When asked for a refund for the difference between overnight and two day delivery (reasonable, I thought) I received the following response:
We deeply regret the delay of your shipment. Weather conditions throughout our system caused disruptions in our service. Packages were delivered as quickly as possible. Delays in delivery caused by poor weather are not covered by the FedEx Money-Back Guarantee. For more information about our money-back guarantee:
Go to: http://www.fedex.com/us/services/terms/index.html
Scroll down and choose the appropriate version
Select "Money-Back Guarantee Policy"
Were they honestly delayed by the weather, I would accept this as a risk of shipping in the winter. However, the fact that the package was available and processed at 10:38am indicates that incompetence, not weather, were to blame. FedEx is hiding behind the non-issue of the weather to (if the Internet is any indication) systematically deny refunds where refunds are due.
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