Really bad customer service
Written: May 03 '06 (Updated May 03 '06)
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Pros: Delivery on time
Cons: Horrible customer service; FedEx and FedEx Ground act like two separate companies.
The Bottom Line: They are a service business and this means more than just delivering the package; they need good customer service too. Avoid.
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| jack783's Full Review: FedEx Ground |
Let me start by saying that my issue was resolved and the package was delivered on time. But for a while, I thought the package had been lost; even FedEx couldn't locate it. The reason I'm writing is to describe the woeful customer service experience I had while trying to resolve the issue. Based on other reviews in this section, FedEx's customer service problems are not unusual and should serve as a warning to anyone thinking about using their service.
It began when I ordered a product through the Internet which was scheduled to arrive on Friday, April 29. FedEx's tracking website showed the package loaded onto a truck early Friday morning. But I didn't receive the package on Friday, so on Sunday I called FedEx. The tracking system didn't show it leaving the truck, so the rep told me that the package was on the truck but the driver didn't have time to deliver it that day, so it went back to the warehouse. I had never heard of this happening and when I expressed frustration to the rep, he said that they have "up to 10 days to deliver it; that's why Ground is so cheap."
I waited all day Monday; still no package. On Tuesday morning, I called FedEx and they said they lost track of it after it was loaded onto the truck on Friday. Basically, they didn't know whether it was lost, misplaced, stolen, still on the truck, or in the warehouse. The rep said she would call the driver and then call me back. Four hours later, still no word, so I called FedEx and another rep told me it was too soon; they needed a full day to call the driver. I found this strange, but worse, the rep's attitude was "Why are you bothering us again so soon?" There was no sense of urgency or concern about this missing package.
I wanted to ask why FedEx was being so unresponsive so I asked the rep to speak with her supervisor. She told me they didn't have any. This is fishy because all call centers have a supervisor you can talk to. I have done this in the past, not to slam the rep, but because supervisors often have better perspective and can solve problems for you. This rep was probably afraid that I was going to badmouth her.
Instead, this rep transferred me to the warehouse in Brooklyn, NY, and from there I was on my own. I talked to people on the loading dock, in the Quality Assurance office, you name it. Each person was friendly and tried to help, but I couldn't stop thinking that FedEx, this big, multinational company, basically had me rummaging around the Brooklyn warehouse by phone trying to find the package. I never heard from FedEx customer service again.
In the end, someone at the warehouse put me on hold and called the driver by cellphone. The same driver stopped by my building later that day and told me he had dropped off the package on schedule, and from there, we tracked it down.
So the bottom line is that the package had been delivered properly and on time and I have nothing but positive things to say about the driver and the people in the warehouse. But the customer service experience was horrible and I dread to think what would have happened if I had to file a claim; based on other reviews here, that is not a positive experience.
Other reviewers have said that FedEx and Ground are actually two separate companies, and in this case they really behaved like it. In the future, I will avoid FedEx Ground and, if I can help it, merchants who use FedEx Ground. I suppose the package will be delivered okay but if there are any problems, this experience showed that the customer service headaches aren't worth it.
Incidently, about a year ago, I had something shipped via FedEx Ground from Phoenix to New York. It got as far as their New Jersey warehouse, THEN IT WAS PUT ON A FEDEX TRUCK TO CALIFORNIA! The FedEx rep told me they had made a mistake (no kidding) and I watched the tracking website in amazement as it crossed the country again. Once it got to California, it was put on another truck back to New York and I got it several days later (total elapsed time since original shipment: 14 days). You see, since FedEx and FedEx Ground are separate companies, they can't just put it on a FedEx plane.
Use someone else.
Recommended:
No
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Epinions.com ID:
jack783
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Reviews written: 10
Trusted by: 0 members
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