l've had the worst day because of FedEx today. I ordered an iphone 6s off amazon to be delivered to me through expedited shipping.
It arrived at the airport facility within a day and was at the fedex office the next morning. i thought this was great and i called customer service to ask if i could pick it up in person rather than wait two more days for delivery. first rep i called said it should be fine, she had to confirm with the office. i got a call from the office with the lady saying i can pick it up but id have to pay a $25 surcharge on top of the shipping and handling charges i already paid which were over $30.
i said i wouldnt and she told me id have to wait. i went on their website to look up the surcharge and couldnt find it anywhere. so i called customer service again. i explained to the rep the situation and she was surprised about the surcharge and said i shouldnt have to pay it.
she called that office again and she came back to tell me that id have to pay it. i asked her to send me a link to where i can find this surcharge and she said she couldnt. anyways, so i called again, and a half asleep rep picked up, all he could say is "thanks for the details" and was the most useless, unhelpful person in that situation. i asked him to transfer me over to another rep, in which he replied "why" and i said "because i didnt get any help" in which he had the audacity to say "i helped you by relaying information" and i said that he didnt help with anything.
so he transferred me over, and the 4th rep said that the surchrge does not apply to my package so there shouldnt be a problem. then he "looked into" my file and said the onlyy problem was that the sender placed restrictions on my package, once these have been lifted, if be able to pick it up no problem. i told him id call and confirm. i called amazon, they said theres no such thing and theres no problem at their end.
at this point i was livid. i tweeted at fedex until they replied. next thing i know, is i got a call from the same lady at the office again and she changed her story stating that whether i pay the surcharge or not she wouldnt have given me my package because it was in a container with thousands of other packages and she wouldnt be able to find it. i questioned her and she started yelling after i asked how it could be in a container if it came via fedex air?
anyways, ive never experienced such horrible customer service. the whole situation could have been solved in two minutes if they let me DRIVE IN PERSON - not to mention saving them time and money for not having to go out of their way to deliver my package, and not findng anyone home, and having to attempt again the next day - AND PICK IT UP MYSELF EVEN THOUGH I PAID FOR IT TO BE SHIPPED EXPEDITEDLY
Product or Service Mentioned: Fedex Priority Overnight Delivery Service.
Reason of review: Poor customer service.
Monetary Loss: $25.
Preferred solution: Let the company propose a solution.