To: Mr. Frederick W. Smith - Founder, Exec. Chairman, Chief Exec. Officer
942 South Shady Grove Road
Memphis, TN 38120
Date: 01June 2011
Subject: Package delivery problem and POOR Customer service upon contact
Tracking No. 727199xxxxxxxxx
The reason for this letter to the CEO of FedEX is to let you know about a poor customer relations experience pertaining to today's package non-delivery and the package still missing in action.
I am the son-in law of Mr. xxxx xxxxx to whom the package was addressed.
Medical supplies were contained in a FedEX shipment to my father-in-law who lives in an apartment complex in Katy, TX. He is 85 and his wife is 86. Both saw the FedEx driver walk to the front door of their apartment and they got up to answer the door. There was no knock on the door and it took them 15-20 seconds to open the door. They found a delivery notice sticky note on the door, the driver was gone and no package could be found. The delivery notice (DT xxxx xxxx xxxx - a copy is attached for your review) was blank – nothing to indicate where the package was left, etc. They looked in the bushes and on the patio – no package.
Separately, I had checked the online tracking information and noted that the package had been "delivered". No problems assumed based on the website info.
My wife was at her parents this afternoon and was told about the FedEx "dash and run" and about the missing package. She was given the blank delivery notice for further investigation.
I called the customer service number on the delivery notice and spoke to a very professional agent. She verified the information on the tracking page and logged a complaint about the driver's "dash & run" and about the blank delivery notice. Still we did not know where the package was. I inquired about some form of FedEX apology or other goodwill gesture (such as a FedEX Kinkos gift card, etc.). She said that she was not authorized to offer anything. I asked for her supervisor.
She connected me with Hugo (#1900242) and he started making excuses about old people not hearing the knock on the door and explaining that the driver can not wait around as old people get to the door. This was immediately very insulting and had a biased, stereotypical view of seniors. He had no answer as to why the driver did not indicate on the delivery notice the actual package location. He did acknowledge the blank delivery notice was a departure from procedures. He suggested that the package was left with the apartment complex office but would have to talk to his driver to verify. He would not phone the driver while he had me on the phone. We still did not know the location of the package – except it was "delivered". To whom, where?
I asked him about some form of apology or goodwill gesture. He said that he would not and could not do anything. He rebuffed my request to escalate the discussion to his supervisor. I told him that I would be contacting FedEX senior management to let them know about the break in procedure and his poor customer service attitude.
Please deliver the package.
Hopefully you can improve the customer experience from your position of leadership.
It is obvious to me that the customer is not very important to your field operations folks and second level of customer support.
Product or Service Mentioned: Fedex Delivery Service.
Monetary Loss: $90.