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FedEx Corporation

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Our customer experience record for FedEx Corporation includes complaints from all of its locations.

If you would like to ask for BBB's assistance in resolving a dispute, please include the tracking number or FedEx account number involved when submitting your complaint to avoid delays.

Complaints

This profile includes complaints for FedEx Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12,376 total complaints in the last 3 years.
4,994 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/27/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 26, 2025, as soon as I received an email notification that I was receiving a package to be delivered by FedEx, I submitted an address delivery change on ************************** and received a confirmation email of said change and charge to my credit card. On August 27, 2025, I received a notification from FedEx that the package was out for delivery to the original address. I called customer service 4 times during that day wherein I received assurances that varied from the package won't be delivered to the original address and also that my case has been escalated and someone would call me back. Neither of which happened. The doorbell camera of the original address showed the delivery driver deliver the package. He returned a minute later and scanned the box and then made a phone call (I'm assuming that the scan showed the package was to be delivered to another address). After talking on the phone for a minute, he left the package at the door. I then called FedEx again and they assured me that I'd receive a call back about picking up the package and delivering it to the new address I requested and paid for. When I didn't hear from anyone, I called again. A neighbor had told me that the package was no longer by my door. I told the FedEx customer service agent that I didn't know what this package was or who the sender was and that the package was now missing and that I just wanted to be refunded for the $14.50 I paid for the delivery change. He told me the sender has to request the refund. Which makes no sense since it was I that paid FedEx directly for the delivery change. I told him that I didn't know who the sender was. He then gave me a phone number to call for the claims department *************) that no one answers despite my calling during their stated business hours (Monday to Friday, 8-5 central standard time). I also tried to submit a claim online but your system wouldn't accept my claim. Please refund the $14.50 since the service I paid for was not provided.
Business Response
Date: 08/28/2025
Dear *** ************,
This is in response to your inquiry addressed to the Better Business Bureau.

We regret that your request.for an address change on tracking number 478528928116, was not processed due to system glitch, and will process a credit for fee charged, once invoice
in system. Please allow 7 to 10 business days. We called on August 28, 2025, and left a voice message.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

********* ************
*********************
**********, VA 22304
Initial Complaint
Date:08/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Terrible customer service. Package was supposed to be delivered. Contacted them four different times.
Business Response
Date: 08/27/2025
Dear Qussay AI-Attabi,
This is in response to your inquiry addressed to the Better Business Bureau.

The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 592082042446.
Our records indicate the delivery commitment was August 25, 2025. A support ticket was opened on August 24, 2025, for package to be rerouted to Walgreens,.
and package arrived at location on August 25, 2025, at 11:32 a.m. We regret any miscommunication from our representatives regarding package status.

Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/27/2025

Complaint: 23800648

I am rejecting this response because:
The FedEx response falsely claims that the package was delivered to the hold-package location on Aug 25 at 11:32. This is verifiably false. On Aug 25 a customer service agent made a similar claim. Based on that information, I drove to the pickup location and the package was not there. I called again in the evening and, again, a service agent asked me to head to the location to pick up the package. I, again, drove to the location and, similarly, the package was not there. I called customer service for the third time, and they informed me that they were wrong, and that the package was never dropped off at the pickup location, and that FedEx still has the package. I spent around a total of three hours with different customer agents over two days. My calls with them are ostensibly recorded and they can be reviewed if there's any doubt in the statement above.
In sum, the claim that the package was dropped off at the pickup location is categorically false, and is belied both by FedEx website tracking that showed item was not delivered, the FedEx customer agents who informed me in recorded calls that the package was not delivered, and by me going to the pickup location twice--and both visits were futile because the package was not there.
About half an hour ago *today*, Aug 27, a FedEx agent informed me that the package was now at the pickup location. I'll go after work to see if this is true.

Sincerely,

Anynymous Anynymous
Business Response
Date: 08/28/2025
Dear Qussay AI-Attabi,
This is in response to your inquiry addressed to the Better Business Bureau.

The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 592082042446. We regret
that our scan information indicating that package was available at ********* on August 25, 2025, was inaccurate, thus causing you to make unnecessary trips to location.
Our representatives review the package scan information to provide information to customers, so we regret the miscommunication. This information has been reviewed
with the responsible driver to insure accurate information is noted in system, and this issue does not occur again. Our records indicate a proof of delivery on August 27, 2025,
at 5:53 p.m.

Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
I appreciate the latest email which acknowledges that, indeed, the earlier FedEx response to the initial BBB was incorrect. Yes, the package arrived at the pickup location yesterday, Aug 27 (not Aug 25 as the earlier FedEx response falsely claimed). I appreciate the person who followed up on the complaint and helped get the package to the location.
That said, it's unfortunate that I had to make a complaint with BBB to get FedEx to actually do something about the missing package. The FedEx customer service agents were of no help, primarily because they did not have the proper tools to help customers.
This has been a frustrating experience, but I'm grateful for your engagement and subsequent help.

Sincerely,

Anynymous Anynymous

, RI 02906
Initial Complaint
Date:08/24/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear FedEx Customer Support,I am writing regarding shipment tracking number ************. According to your tracking system, the package was marked as delivered within ZIP code *****. However, it was not delivered to my correct address, which is:Koomr Solution KS32 ********************************************************************************************************************************************** I have already opened a dispute with ****, and they require official documentation from FedEx confirming that this package was not addressed to the above address. When I previously contacted FedEx by phone, I was informed that this information could not be *********** order to resolve this matter, I respectfully request that FedEx either:1.Deliver the item to my correct address listed above, or 2.Provide a written statement confirming that package tracking number ************ was not addressed to:Koomr Solution KS32 ********************************************************************************************************************************************** This documentation is necessary for me to complete my **** dispute case.Thank you for your prompt attention to this matter. Please let me know how I can formally obtain this statement.Sincerely,******* *****
Business Response
Date: 08/25/2025
Dear ******* *****,
This is in response to your inquiry addressed to the Better Business Bureau.

The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 883612547526. Our records indicate this
package was shipped to a different recipient, so possibly the **** seller has provided the incorrect tracking number, thus we are unable to provide a letter confirming address information,
Per FedEx policy, Our contract is with the shipper, so we suggest **** is contacted if there is a concern about the **** seller, as well as, your local authorities. Also, we called on
August 25, 2025, and left a voice message.

Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/25/2025

Complaint: 23790973

I am rejecting this response because: I do not need address of recipient or sender. I need a letter from Fedex stating that package 883612547526 is not addressed to me.

Sincerely,

******* *****
Business Response
Date: 08/25/2025
Dear ******* *****,
This is in response to your inquiry addressed to the Better Business Bureau.

As previously advised, per FedEx policy, Our contract is with the shipper. We are unable to send a letter to a 3rd party that is not noted as recipient.
We suggest the shipper is contacted, to call into **************, and request additional information regarding tracking number 883612547526.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward
to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/25/2025

Complaint: 23790973

I am rejecting this response because: FedEx must provide a documentation stating that package is not addressed to me.

Sincerely,

******* *****
Initial Complaint
Date:08/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 16th I purchased a **** ***** ***** Dome Backpack color: Ocean Fog $76, and the **** small Bifold wallet, $34.40 plus $9.94 tax. My order was shipped and was supposed to be delivered on August 20th. On August 20th FedEx implied that my order was not delivered because of incorrect address. They called me that evening and left me a voicemail. I returned the call and verified my address. Still no package was delivered the next day or the day after. I called **** Spade outlet and they sent me another package. This package was supposed to be delivered on 8-23-25, but yet again FedEx is claiming that my address is incorrect. I know it is not because I spoke to them on the phone and in the email from **** Spade my address is correct. FedEx will not let me pick it up. They gave me a phony claim ticket # C-202240225. I am continually being told by FedEx that will deliver it and they have not. Also the first package was not returned to **** Spade. So, that tells me that , FedEx has lost my package or they stole it. First tracking number is ************. Second tracking number is ************. **** Spade also said they cannot refund me until the first package is received and they tracked and it was not returned. That is not fair to me. I want my items.
Customer Answer
Date: 08/24/2025
I am repeatedly being lied to by FedEx about when they will deliver my package. I wait all day and nothing. Then they wait until late in the day that its an address problem when I know that is not true because I spoke to them on the phone. **** Spade outlet made a second attempt to send my order so how can it be a problem with both packages. And FedEx has kept both packages at their facility. They refuse to let me pick it up because they claim the sender has a stipulation on it and they have not delivered it. I think they are trying to steal it because they know the sender will ship another one. I am very upset and they have done nothing to help me. Every time I call its a different excuse and they are not courteous.
Customer Answer
Date: 08/25/2025
They are still giving me the run around. I again did not receive my package.
Customer Answer
Date: 08/26/2025
My issue was resolved. I received my package today. Thank you.
Customer Answer
Date: 08/26/2025

Date Sent: 8/26/2025 3:43:18 PM
My issue was resolved. I received my package today. Thank you.
Initial Complaint
Date:08/23/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fedex has my package and it has said out for delivery for the last 4 days. I have called several times and no one knows where my package is. I need this package as it is supplies for my business and if i dont receive it soon i wont be able To do business. Nothing but problems from fedex. This isn't the first time I have had issues with them but i am reporting now because i am sick of it. They are the absolute worst delivery service!!!
Business Response
Date: 08/26/2025
Dear Mr. ****************** is in response to your inquiry addressed to the Better Business Bureau.

As we discussed, the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 392247736665.
Our records indicate the package was out for delivery on August 21, 2025, however we understand there was no at recipient address, and we are unable to locate the package.
The Ground facility manager called on August 25, 2025, to discuss further.
Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

**** ******

********, IN 47374
Initial Complaint
Date:08/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/11/25 I placed an order via *********** for a knee ****** scooter that was to be delivered on 8/14/25, the delivery date was pushed back by FedEx to 8/18/25. FedEx stated the package was delivered on 8/18/25 with signature, the signature appears to be fake and I have video evidence proving that they did not deliver to my address on 8/18/25 (I have provided this to both the seller and FedEx). I have placed multiple calls to FedEx as well as provided multiple updates to the seller with regard to this. FedEx has not been helpful or honest. This is something that I need for my CHILD, my child has a broken foot and I have been desperately waiting for the knee ****** scooter to help him move around with a bit more ease and comfort. Fedex lies and refusal to behave with integrity has left me to watch my child struggle. FedEx needs to be held accountable for dragging this out, being unhelpful and dishonest. I want/need this knee ****** scooter to be replaced at their expense immediately.
Business Response
Date: 08/25/2025
Dear ******** ******:

This is in response to your inquiry addressed to the Better Business Bureau on tracking number 392117853779.

Our records indicate your package has been delayed in our system. Please contact *********** to see if they can get in touch with the seller/actual shipper to call FedEx at ************ to open an intercept case for release and validation of this shipment.

On behalf of FedEx, we regret this inconvenience. Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,?

FedEx
Customer Answer
Date: 08/25/2025
Response to FedEx - The seller HAS been contacted (which I HAVE informed fedex of PRIOR to them sending this message) and the seller HAS contacted fedex yet I still do not have my package, I'm still watching my child struggle and I'm still getting mixed and misleading information from FedEx.
Customer Answer
Date: 08/25/2025
Response to FedEx - The seller HAS been contacted (which I HAVE informed fedex of PRIOR to them sending this message) and the seller HAS contacted fedex yet I still do not have my package, I'm still watching my child struggle and I'm still getting mixed and misleading information from FedEx.
Customer Answer
Date: 08/26/2025

From the CONSUMER:
Sent 8/25/2025 2:43:12 PM
Response to FedEx - The seller HAS been contacted (which I HAVE informed fedex of PRIOR to them sending this message) and the seller HAS contacted fedex yet I still do not have my package, I'm still watching my child struggle and I'm still getting mixed and misleading information from FedEx.
Business Response
Date: 08/27/2025
Dear ******** ******:

This is in response to your inquiry addressed to the Better Business Bureau on tracking number 392117853779.

Our records indicate your package has been delayed in our system. Please contact *********** to see if they can get in touch with the seller/actual shipper to call FedEx at ************ to open an intercept case for release and validation of this shipment.

We do understand your frustration and your concern for your sons health however, this package is being handled by our Fraud and ******************** they have advise that you please reach out to the shipper. We have no control over this matter at this time the shipper would need to contact FedEx at the number provided to you.

Our contract of carriage is with the shipper (payor of transportation charges), and according to our terms and conditions, our liability is to the shipper/payor. The shippers responsibility is to the recipient. They would need to follow the procedure in order to have the package pulled and reshipped.
On behalf of FedEx, we regret this inconvenience. Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,

FedEx
Customer Answer
Date: 08/27/2025

Complaint: 23786888

I am rejecting this response because:
******* and the seller have been contacted and the seller has contacted fedex which I have informed them of prior to filing. FedEx continues to flip flop on if they have in fact lost or intercepted my package. While this continues to drag out I am still without my package and I continue to watch my CHILD struggle.

Sincerely,

******** ******
Initial Complaint
Date:08/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered something online on 8/7 and it shipped on 8/9. It is now 8/22 and I still have not received my package. It has arrived at multiple fedex locations and stay there for multiple days.(it sat at a location in ******* for a week before it moved) I have gotten THREE different delivery dates so far. I have never had to wait this long for a package. I keep called your customer service **** and they were unable or not willing to help me. I am very upset with how long this is taking and quite frankly its ridiculous.
Business Response
Date: 08/25/2025
Dear ***** ******:

This is in response to your inquiry addressed to the Better Business Bureau.

We regret any problems you encountered while inquiring about the status of the shipment traveling on package tracking number ******************** which is now showing delivered on August 23, 2025 at 11:34 A.M.

FedEx Economy specializes in the delivery of low-weight, less time-sensitive shipments. This is a cost-effective service and is not a time-definite delivery service. Most shipments are delivered within five to seven business days. Also, scans may not be recorded each day for this service since it is not a time-definite delivery service.

On behalf of FedEx, we regret any inconvenience you were caused.

Respectfully,

FedEx
Customer Answer
Date: 08/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***** ******

, OH 44406
Initial Complaint
Date:08/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Chewy often uses fedex to deliver packages and on every single delivery the FedEx driver has thrown our packages. I have reached out multiple times to FedEx about this issue and have not heard back from anyone let alone a supervisor.
Business Response
Date: 08/25/2025
Dear ***** *****,
This is in response to your inquiry addressed to the Better Business Bureau.

The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 4758 3723 3587. We understand you are advising
that driver threw package when delivering on August 21, 2025, at 2:43 pm, and that this is a continuous issue. The Ground facility manager called on August 22, 2025, to discuss further, and the
information has been reviewed with the responsible drivers.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx

Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***** *****
8107 ******************************* TX 77083
Initial Complaint
Date:08/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
FedEx tracking # ************: On Aug 4 I recd FedEx email stating above tracking item(s) would be delivered Aug 6. I was to close on my house Aug 7 and couldnt legally have items delivered there until close. I accessed FedEx web site to pick delivery date. I wasnt able to assign diff date but found hold option I thought was temporary and could ask for delivery at later date. During site browsing I found vacation hold instead. At this point I thought hold option was null. On Aug 7 items 2 of 3 and 3 of 3 were delivered. I questioned shipper as to the 1 of 3 item. Shipper told me it would be shipping in few days. Days later I realized 1 of 3 had still not been delivered so I checked with FedEx support and was told it was on hold at a ************* warehouse per my request. I informed them of my error with hold and asked it be delivered as soon as possible. Support told me I had to pick up, which I couldnt given size and weight so they said it would be delivered. Days later I called FedEx re delivery status. I was told it was scheduled for delivery soon. My inquiries went on for several phone *************** Aug 18 I received FedEx email stating: Your shipment is out for delivery today Mon, 08/18/2025 Short time later I received another email stating: We tried to deliver your shipment. 1. Unable to deliver shipment -Returning to shipper. No delivery attempt took place as I was home all day. I spoke with FedEx customer support who tracked item to Greenville warehouse and spoke with person who would attempt delivery to me instead. Support told me she would keep me informed. I never heard from anyone re status. Aug 20 I went online to check status and see again it was being returned to shipper at 5:15am. I spoke with customer support who said there was nothing they could do. I have included images of travel history and strange statuses of item throughout process. I do not have delivery.
Business Response
Date: 08/22/2025
Dear ****** *******,

This is in response to your inquiry addressed to the Better Business Bureau.

We are very concerned to learn of your dissatisfaction with Customer Service, and with the handling of FedEx tracking number ************. We regret the misunderstanding on how the Redirect to Hold process works, and for Customer Service not honoring your request to have this taken off of hold.

Since this shipment has already returned to the sender, therefore, you will need to contact the shipper and ask that they re-ship this back out to you. As a gesture of goodwill, we will be happy to look into covering the shipping charges once it has been reshipped.

On behalf of FedEx, we extend our sincerest regrets for the inconvenience this has caused, and look forward to servicing you more satisfactorily in the future.

Warmest Regards,

FedEx
Customer Answer
Date: 08/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I do however, hope they address their business model where customer service has no control over actually helping the customer correct a situation but assures the customer they will take care of it and then never follows up on anything.

Sincerely,

****** *******
**************
**********, ** 27889
Initial Complaint
Date:08/19/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** ******* ***** ****************************************************************************************** *********************** ************ Date: 8/18/2025 FedEx **************** c/o CT Corporation System *************************************************** To Whom It May Concern:I am writing to formally demand compensation for the value of a package that was lost due to FedExs failure to honor an accepted hold request.On Tuesday, 7/15, I submitted a request to FedEx to hold a package scheduled for delivery at my residence while I was out of town. FedEx confirmed acceptance on Wednesday, 7/16, of this hold request. Assuring me that no packages would be delivered to my address. Despite this confirmation, the package was delivered to my address at **************************************************, while I was still away. As a result, the package was stolen.Evidence of my travel preventing me from receiving the package and why I needed it to be held.The package arrived at 11:44 AM while I was in ******. I did not arrive in ****** until 11 hours later, at 10:20 pm The tracking history clearly shows a confirmed hold request, followed by an unauthorized delivery, which directly led to the loss. This constitutes a breach of contract and/or negligence on the part of FedEx.Package Information:Tracking Number: (************ Master) ************ Sender: Primitive Racing Item Description: Front and rear suspension lift kit + of spacer kit Item Value: ****** Proof of Value: Despite my attempts to prevent this loss through FedExs hold system, your company disregarded my delivery instructions and failed to take reasonable care in fulfilling your obligations.I hereby demand reimbursement for the full value of the package in the amount of $******, plus reasonable costs incurred in the process of resolving this matter.I have filed a police report as well: ****** Case number: 2025-9018856
Business Response
Date: 08/22/2025
Dear Mr. ***************** is in response to your inquiry addressed to the Better Business Bureau.

The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 390947060840. Our records indicate a request for a
reroute to ********* was noted on July 15, 2025, and the package arrived at requested location on July 17, 2025, and was picked up, We understand this was a multiple piece shipment, however
there was only 1 support ticket opened, although each package requires a separate support ticket, so a new label can be generated, thus the other package was delivered to the recipient address .
The Ground facilty manager called and discussed this further. Our records indicate the shipper opened a Claim regarding the 2nd package, and the claims department is reviewing the details again,
and the customer will receive an update within 5 to 7 business days. Also, we called on Auguste 22, 2025, and left a voice message.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/22/2025

Complaint: 23765589

I am rejecting this response because: This is an unacceptable response. When FedEx labels a tracking number as the master tracking on the shipment, it means that whatever is done to that shipment will be done to the remaining packages. Furthermore, when placing the hold, the immediate prompt returned to the customer states that no packages will be delivered to the address, and packages will be held. You confirmed my hold request on the master tracking number, just own up to your mistake and reimburse me for the damages you have caused.

Sincerely,

**** *****
Business Response
Date: 08/25/2025
Dear Mr. ************** is in response to your inquiry addressed to the Better Business Bureau.

As previously advised, The appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 390947060840. Our records indicate a request for a
reroute to ********* was noted on July 15, 2025, and the package arrived at requested location on July 17, 2025, and was picked up, We understand your frustration regarding tracking number 390947061722.
Per FedEx policy, A Support Ticket is required for each package in a multiple piece shipment when there is a rerroute to hold request, to insure each package receives a new label, for the new address.
The Claim will be settle with the Shipper within 5 to 7 business days, and we suggest you contact them for additional information.

Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 08/25/2025

Complaint: 23765589

I am rejecting this response because:

Sincerely,

**** *****

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