Fedex - Disgusting Cutomer support and lack of coordination between customer reps and Driver delivering it!
Frustrating experience with Fedex! I was expecting an international shipment-Fedex express ! I am away for work between 8.30 am and 6.30 pm. I was expecting it on friday 29th May 2015.
1)Since am away i called up customer support at 11 am and requested they leave my shipment at door.. They said they cant as i they need signature. I asked them to leave with the super of the building and gave them his apartment number. They said they made a note. At 2.08 pm they attempted a delivery and since i am not there...they took the package back! (driver didnt even make an attempt top contact the super of the building despite the so called customer reps said they put in a note and request.
2) I call them back at 3 pm and they give the status that it would be attempting to redeliver on monday. I told them all week days i would be out of home and requested they either deliver after 6.30 pm the same day or make a special request for satday delivery! They made a note of my request and said they will call me back with satday delivery confirmation in a short time.
3)They did call back...i was impressed with the person who handled my request ...he said the driver agreed to go back to redeliver friday (29th may) after 6.30 pm and before 7pm...if he misses it, he would be definitely delivery my shipment next day (30th May). He said it has been finalised with incharge of deliveries and also with driver. he gave me a confirmation number, gave me the name of the incharge handling my request. I was so happy but my expectations on Fedex were shortlived!
4) I rushed home taking the 1 hr travel between work and home, so i be there by 6.30 n take my package when the delivery person comes!
How ever, i just kept waiting...but there was no fedex delivery...!
i called up fedex to confirm...n surprisingly they say they wud attempt redelivery on monday! i had to repeat same story and requests and was made to believe finally that my package would delivered on satday 30th may! I was still patient and hopeful then
5) satday comes and no trace of fedex. i call fedex for umpteenth time by now...Callous response by customer rep that my shipent went back to container facility n the airport... it wont be delivered on satday...i was pissed of by now and was at my wits end,...i was explaining her my situation that i cant go pick up from fedex facility since i dont drive...n its gonna be same loop even on monday as i will be away at work n requested..... she said she made a note of my requests...asked phone number and said i will receive a call in 2 hrs from fedex. Nothing happened!!I started losing my cool!
6) i call on sunday n ask them to either leave my package at my apt door on monday or make sure they deliver before 8,30 am or 6,30 pm. She said she put a request there but cant guarantee anything. By now i understood...these customer reps are just an eyewash and they have no control over what the driver decides to do...! Sitting somehwre they have no control on what exactly happens with the packaeg delivery ! They r just plain NAMESAKE reps! I am totally infuriated now....
The driver also left a door tag but wrote VOID in the area where a customer can sign n leave on door, so that at next delivery attempt, driver can take the tag n leave the package at home!!!
Disgusting poor quality customer support with no compassion for customers needs!! callous attitude! U pay so much for international express shipments and just keep losing ur peace esp if u r a working person or when there is no one at home to receivethe driver n the package!
I guess its the last time i am using fedex and they definitely dont deserve to charge so much for the poor quality service they do.
Now i dont know when or ever i will receive the shipment sent by mom all the way from across the globe.
Product or Service Mentioned: Fedex Delivery Service.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.