I purchased a fairly expensive computer component at a reputable online retailer, and they shipped it from their warehouse 25 miles from my house via Fedex ground home delivery.
Tracking showed that Fedex received the package and it was in transit the day I placed the order (I ordered very early in the morning). Later that night, it arrived in a city about 6 miles away from me.
From previous experience, any other shipping company would have had the package, from 25 miles away via ground shipping, at my house within one or two business days - even UPS (although the package might be mangled by UPS, it would still be there).
Fedex showed the package was out for delivery the next day. I work at home, so I'm there all day. At 1 PM, the tracking status updated to, "Delivery exception...Customer not available or business closed."
Now, I was home all day, and I know for a fact no attempt was made to deliver the package. I read online that "Delivery exception" could also happen if the driver runs out of time (at 1 PM?) and can't deliver the package, so they reschedule for the next day. I gave Fedex the benefit of the doubt.
The next day, the same thing happens. At noon, I get a Delivery Exception, despite being at home. Again, I know that no attempt was made to deliver the package.
I contact Fedex customer support querying about the situation and the exact reason for the delivery exception. I emphasized that I was home at the time of the "attempted" delivery, and I receive this response in return:
"Thank you for contacting FedEx. We regret any inconvenience you experienced as a result of this situation.
According to our records, we attempted to deliver your package on:
- June 8, 2011 at 1:17 PM
- June 9, 2011 at 12:11 PM
But no one was available to sign for this shipment. If the first delivery attempt is unsuccessful, either to a commercial or residential address, we will make two additional attempts to deliver on the following two consecutive business days, for a total of three delivery attempts. The next delivery attempt is scheduled on June 10, 2011, by the end of day.
Please be advised that if a third delivery attempt has been made, you have an option to pickup your package at our station. We will hold your shipment for five days before it is sent back to your shipper.
Thank you for your patience, and thank you for shipping with FedEx."
So now, it's obvious that their CSRs are inept and negligent as well. They completely ignored the part of my email which stated that I was home on both days and sent me a cut-and-paste generic reply that contained no new information that could help me with anything.
So now, the third day, my package is out on a truck for delivery again. I wait at home, and a Fedex truck arrives, and delivers me a package, but it's not the one I was waiting for. The package I received was shipped to me overnight air from an Ebay seller. This is the Fedex that I've had such great experiences with before. Unfortunately, I would not have any more dealings with this Fedex for a while. Instead, I'd get the "other" Fedex.
I wait some more, then, at approximately 1 PM, I receive a tracking update that my package has been delivered and left at the front door. I didn't hear a truck come by, but I thought maybe they used a van. I checked the front door, and nothing... No package.
I go back to the tracking website. Remember, this is at 1 PM. I go to the tracking website, and the tracking update says the package was delivered at 4:08 PM local time - IN THE FUTURE!
I email Fedex customer support again, and they insist that the package was delivered, despite the time discrepancy. When I tell them it wasn't, they ask for information I couldn't possibly know, such as sender's address and package description (don't know the sender's address or how the item was shipped if I haven't seen the box).
I emailed them indicating that the online retailer would be filing a claim on my behalf, but still I provided them with whatever information I had. They reply that they will call if anything develops.
Four days later, I receive a call. It turns out that, despite insisting that they delivered it and left it at my front door, the package was found at their shipment facility and was being held because they, "could not deliver it due to no one being home to receive it."
They said it was available for pickup. In other words, they told me that if I would like to get my package with my property in it - the one I paid to have shipped TO MY HOME - that I would have to take a day off of school and work and drive 25 miles (which is more like 50 miles in SoCal traffic) each way to pick it up.
Luckily, the online retailer was extremely helpful and they sent a replacement at no charge. I will be leaving the original shipment at the holding facility to be returned to sender.
This whole experience has been complete BS, and I feel that everyone at Fedex has lied to me, or has gone as far as insinuating that I lied to them.
I have been an online seller and buyer for years, and thus I have a very good working knowledge of which carriers are good, and which are bad. I always thought that UPS was the worst carrier, but Fedex has proven me wrong. Don't get me wrong. I have had great experiences with Fedex before, and I've had bad experiences with UPS, but Fedex, when they are bad, they are HORRIBLE! My worst UPS experience doesn't come close to this.
Given a choice, I will be taking my business somewhere other than Fedex, and I hope that anyone reading this will do so as well. Don't say that you weren't warned.
Monetary Loss: $178.