Not resolved

To: Mr. Frederick W. Smith - Founder, Exec. Chairman, Chief Exec. Officer

FedEx Corp

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.

Customer Relations:

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.

Requested Action:

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.

Do You Have Something To Say ?
Write a review


Terms of Service
Post Comment
A New UPS Customer

Update from: A New UPS Customer

Guess what, the package mentioned in my previous comment was NOT picked up again for the SECOND time in a row.

When I called the 800 number I was told that the driver went to the address and there wasn't a package for pick-up! Hmm, surprising that the driver claimed that as there were two people AND an extremely yappy dog home ALL day. Oh, and let me also make mention that THIS particular home has a 24/7/365 exterior/nightvision capable security cameras trained on driveways and entry/exit points.

A New UPS Customer

I went in to a shipping service in my area to send a document FedEx Priority Overnight to my aunt in Dallas, Texas|. I wanted to make life easier for her so I even paid for the return sticker and stuck it to another Priority Overnight return envelope back to me/.

After the document and enclosed check was ready for pick-up I called the FedEx 800 number and scheduled a pick-up on Thursday so I would have it in my hands Friday morning?. I was asked for the telephone number, then zipcode of pick-up;. The gentleman asked how I wished to pay for the package;. I explained to him that I had already paid for it and the return label and envelope had been enclosed in envelope that I had sent earlier so all that had to be done was to have a driver pick it up". I asked if he would like the Tracking # or Package ID#?. I was told it was not necessary...

I received a call from my aunt that FedEx never came to pick up the envelope. I called the FedEx 800 number again and explained that the my envelope had never been picked up. I was asked for my pick-up #, which I gave to her. I was told by the young lady that when the driver showed up he was told that there wasn't any such package for pick up at that address. She then read off an address that WAS NOT my aunt's. I told her that was not the address. She then used the telephone number to verify we were speaking about the correct pick-up. The telephone number WAS correct but the ADDRESS the driver was sent to WAS NOT!

After speaking to someone further up on the "food chain" with a fancy title I was told that the only thing that could be done was to schedule a pick-up for tomorrow, Friday. Wow, what great customer service! One problem, with a Friday pick-up for a Priority Overnight will place the envelope in my hands on Saturday and I am unable to hand deliver it to the individual it was intended for because their office is CLOSED ON SATURDAY!

When I told the higher-up on the "food chain" with the fancy title that I wanted a letter from FedEx admitting their screw-up I was told that the only thing the letter would say was that an attempt was made to pick a Priority Overnight envelope was made at the address they had in the FedEx system!!! No admission of their screw-up, just the "facts" as they show it.

My intention this evening is to search out every last customer complaint website on the Internet and cut and paste just what I have written here, and tomorrow tell anyone and everyone that FedEx not only screwed up and dropped the ball but can't even own up to it!

Do I really believe that anything that I do or say will bring FedEx to a screeching halt - no, but with the way American's are viewing large corporations and how they do business on a day-to-day basis perhaps knowing that people just may not think of FedEx as their first choice for their shipping needs might make someone sit up and take notice in the "ivory tower."

A New UPS Customer 888802

You May Also Like