I bought an item over the internet from a private seller. The seller shipped my package through FedEx to my home. After not receiving the package on time, I did an internet trace with the tracking number. It reported that the package was delivered and left on my porch. I know this did not happen, because my wife, myself and my very alert dog were home at the time the package was supposedly put on my porch.
I live in the woods in a remote area off a road that is seldom traveled. I am sure that if the driver had come down my long driveway, my motion detectors would have signaled me, and my wife or I would have heard him coming up my steps. I called FedEx customer service every day for over a week and got no satisfaction. I got many different stories from many different FedEx reps that did not agree with one another.
Finally, more than a week later, I was called by my local FedEx office in Columbia, S.C. and advised that the driver had made a mistake and put the package on a neighbor's porch, and that he went back to the neighboring house to retrieve the package and bring it to me. This neighbor's house is a cabin in the woods that is seldom used. After finally getting in touch with the neighbor on their cell phone, I was told they had not been by their house and knew nothing about the package.
After I conveyed this information to the manager at my local office, I was told to have the shipper file an insurance claim. I was also told that FedEx uses part-time drivers through a vendor and that he had little control over the driver who lost my package. He also said the money would be taken out of the driver's pay to cover the loss and that the driver would be reprimanded by his company. I explained that this would not help me much, and that I would be out of pocket $108.
I might get a $100 insurance refund after the seller, not me, files and receives the claim, which could take several more weeks. I explained that this would not be satisfactory for me. He then asked what it would take to satisfy me, and I told him I wanted FedEx to send me a check for the full amount of $208. I was then told that this would not be possible because he did not know for sure how much the package was worth.
I researched my records and found the money order for the amount of the purchase, along with dated copies of all my e-mail communications with the seller, which I offered to send him to prove my loss. I was then told that since the seller did not choose to pay extra for more insurance to cover the loss, it was his error and not FedEx's, and they would not help me in any way other than the $100 minimum insurance refund.
So I explained to the manager that the seller was not the person who lost my package, the FedEx driver was. I also let him know that the handling of the matter by FedEx customer service failed me in every way, and that they use temporary employees who are irresponsible. At no time did the driver come to me to explain what happened or to apologize in any way.
It was also found that the driver closed out the call one day after I reported the package missing. I assume he was trying to hide his mistake, and the package was never left on anyone's porch. My neighbor is a very honest and respectful person who would never steal my package. It is also very peculiar that in my 20 years living here nothing was ever stolen and no larceny problem of any kind has ever happened.
It amused me that every time I called FedEx customer service I was put on hold, and while waiting I repeatedly heard a message that if you are using DHL as a carrier, you should switch to FedEx. So I assume DHL is considered by them to be a business threat. I know from personal experience that the customer service provided by DHL is way better than what FedEx provided me.
FedEx proved to be, in my mind, a bunch of lying, irresponsible, cheap people who cannot get their story straight. I am sure the extra $108 I asked them for would have really hurt their budget. They have been spending millions on football commercials, and I live on a small fixed income, so go figure. I hope they are happy that they rained on my parade and ruined the holidays for my wife and me. I will be shipping DHL, UPS, or the Post Office from now on.
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