Business Profile

Mailing Services

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

12,430 total complaints in the last 3 years.
5,057 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:02/08/2023
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.
I placed an order with *****. My order was supposed to be delivered by the 3rd of February. FedEx I. *********** *** is holding my package indefinitely. I was told that it could be days, weeks, or even months before I will receive my package. This order was placed with things for me and my daughter to have by Valentines Day. Now thanks to FedEx I wont receive it. They wont call me back. I can only reach customer service who has no clue what is going on. Ive called multiple times. I want my package. This makes no sense.
Business Response
Date: 02/10/2023
Dear *********************************:

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

The shipment traveling on package tracking number ************ has been cleared by customs and delivered on 2-10-2023 at 10:02 AM.

In accordance with the FedEx Terms and Conditions, Shipments that contain goods or products that are regulated by multiple government agencies within the destination country may require additional time for clearance.

Because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement.

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
Initial Complaint
Date:02/08/2023
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.
Fedex failed to deliver the package to the buyer, they sent the package all over the country for a month, I called FedEx to request a delivery address change since the buyer had moved and forgot to update their address they had on file. Fedex accepted the address change request and confirmed the new address as the delivery address, they sent the item to the delivery location and changed the address again back to the old address without a request, they shipped the item again all over rerouted back to the wrong address. I called FedEx again on this issue and they refused to deliver to the correct address claiming they can't change it again, even though the original change request was for the new address which they confirmed and accepted, then the second change was not requested.I finally had to request the item be mailed back to me, in which case it finally was after a month of travel. They refused to refund my shipping cost, denied my claim request and refused to accept responsibility for s******* up my delivery. Additionally the package was badly beaten up, very damaged and items inside were broken. I'm not requesting reimbursement for their extremely poor handling, but for my shipping cost and lost of funds from delayed delivery due their in ability to deliver said package to the intended destination. They cheated me out of delivery service never provided and I had to repair the damaged items inside the package due to extremely poor handling practices.
Business Response
Date: 02/24/2023
Dear *********************:

Your report to the Better Business Bureau was received.

Our research is still in progress, and once additional information becomes available, you will be contacted.

We appreciate your patience while we work to resolve this.

Respectfully,

FedEx
Initial Complaint
Date:02/07/2023
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 continued to delay 2 packages for over a week. The delay reason is "operational delay" with no other reason. Both packages show loaded on the truck and out for delivery and then delayed every single day. This has happened multiple times with this Fedex location and then the packages arrive in extremely poor/damaged condition. I would like for these 2 packages to be delivered ASAP. If they are damaged, I would like them replaced. I would like for all future packages to be delivered on time and for Fedex to take responsibility for this location that continues to not do their job.
Business Response
Date: 03/01/2023
Dear ***************************

This 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 393992107568.

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: 03/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution since the package has finally been received. However, I will file another complaint if the company does not change their performance. They also did not discuss anything with me, so I do not accept the "as discussed" portion of the message.

Sincerely,

***************************
604 **************************
******, ** 73069
Initial Complaint
Date:02/07/2023
Type:Billing 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.
I received a call at the beginning of January 2023 from a collection agency claiming I had a past due invoice from FedEx for $170 usd from a package I received at the end of June 2022 for my business. Since I never received a call, email or mail I had missed the payment deadline. After asking the agency to share the invoice they claimed I owed. Upon close look at it I quickly realized that the commercial value of the invoice attached to the shipment had been wrongly entered with USD value instead of MXN Pesos which was what Id paid. I reached out to FedEx to dispute de invoice as it was a ************** mistake that the sender, not me, had made. After reaching out and providing all the evidence that supported this mistake, plus getting the sender (my vendor) involved in the conversation taking ownership of the mistake, the only solution FedEx offered me was to pay a non refundable $150 usd dispute fee so they could go out to US Customs and reverse the actual value of the invoice (which was $47 usd and NOT $900 usd as the commercial invoice claimed). Apart from the nonsense of the dispute fee, I was given only a couple days to resolve and pay as they claimed they had a deadline and the agent working with me was taking days off for vacation. FedEx also advised that if the vendor agreed, they would reverse the invoice to them - which of course didnt happen as the vendor after realizing their mistake completely disappeared. Given I denied paying the dispute fee, as it was not my mistake and it was a none sense fee, FedEx closed my case and I have continued to receive calls from the collection agency to pay the outstanding invoice. *** called this out on social media and have received no answer from the company. It makes no sense that the responsibility of paying this invoice has fallen on me since Ive given proof of the mistake being made by someone else. This will now hurt my business in an extraordinary way.
Business Response
Date: 03/14/2023
RESEARCH IN PROGRESS
Business Response
Date: 03/16/2023
Dear *************************:

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

Any shipment that crosses an international border is subject to the assessment of Duty and Taxes as imposed by the destination country. In some instances, FedEx pays duties/taxes on international shipments on behalf of a customer to speed up the customs clearance process. The Duty/Tax invoice is usually a separate invoice sent to customers to recover any duties or taxes paid to the destination country by FedEx on behalf of the customer. Payment is due upon receipt, but as a gesture of goodwill, a one-time credit of $170.40 has been applied. Any future shipments will be eligible for the assessment of duty and taxes..

We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Initial Complaint
Date:02/07/2023
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.
I ordered a package from ***** Tracking says it was delivered but the package never arrived at my home. It is a mini fridge which is hard to misplace. The package was signed for by tcopeland. I reached out to FedEx 3 times regarding my package. They say they can't give me delivery information because the package went to a business and my name isn't connected to it. I paid almost $80 for this item. I reached out to **** and PayPal and they say since they have a tracking number and proof of delivery I have to pay for the item even though I never received it.
Business Response
Date: 02/10/2023
Hello ********************,
We just received your claim today. It will be investigated and reviewed by the assigned claims agent. Should they need anything, they will reach out to you directly.
Sincerely,
**************** | ******************** | FedEx Services

Customer Answer
Date: 02/10/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************

I noticed you responded to me as ********************* That is the problem. I have attached the order details for my order from ebay. The package was received by a tcopeland. That is not me.
Customer Answer
Date: 02/27/2023
The attached info shows the entire issue with my delivery, It was delivered to someone other than me. I don't know this person or even the address it was delivered to.
Customer Answer
Date: 03/01/2023

From the CONSUMER:
Sent 2/10/2023 2:48:57 PM
Read by ************************ on 2/10/2023 2:49:26 PM

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************

I noticed you responded to me as ********************. That is the problem. I have attached the order details for my order from ebay. The package was received by a tcopeland. That is not me.
From the CONSUMER:
Sent 2/27/2023 10:19:32 AM
The attached info shows the entire issue with my delivery, It was delivered to someone other than me. I don't know this person or even the address it was delivered to.
Business Response
Date: 03/06/2023
March 6, 2023
Dear Customer;
FedEx Ground Shipment #************
Your BBB Case #******** has been escalated to ******************** for review.
On behalf of FedEx Management, I apologize and assure you that your concern has been noted and taken seriously. I see that you received a response previously and before I give my response would like to make sure which party I am addressing, if you are the account holder, the recipient, or third party. Once you provide this information, I will provide a final response on this matter.
Thank you
Hope I / FedEx ******************** / FedEx Ground ***************** / *************************************************
Customer Answer
Date: 03/06/2023
I am the account holder and should have been the recipient but I never received my item.
Customer Answer
Date: 03/07/2023

Better Business Bureau:

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

Sincerely,

*********************
4790 ************
*********, ** 36078

Customer Answer
Date: 03/08/2023

From the CONSUMER:
Sent 3/6/2023 8:46:38 AM
I am the account holder and should have been the recipient but I never received my item.
From the CONSUMER:
Sent 3/7/2023 9:44:17 AM

Better Business Bureau:

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

Sincerely,

*********************
4790 ************
*********, ** 36078

Business Response
Date: 03/09/2023
March 6, 2023

Dear Customer;

FedEx Ground Shipment #************

Your BBB Case #******** has been escalated to ******************** for review.
On behalf of FedEx Management, I apologize and assure you that your concern has been noted and taken seriously. I see that you received a response previously and before I give my response would like to make sure which party I am addressing, if you are the account holder, the recipient, or third party. Once you provide this information, I will provide a final response on this matter.

Thank you

Hope I / FedEx ******************** / FedEx Ground ***************** / *************************************************
Business Response
Date: 03/17/2023
March 17, 2023
Dear Customer;
FedEx Ground Shipment #************
Your BBB Case #******** has been forwarded to me for response.
Due to you being the recipient of this shipment you will need to speak with the shipper regarding your dispute on this shipment.
Per our Terms and Conditions, if another party other than the shipper is filing/disputing a claim we have to tell them to contact the shipper. Once you contact the shipper and if they need to discuss/dispute this claim on your behalf pleas have them contact me directly.
Thank you
Hope I / ******************** / FedEx Ground Claims / *************************************************

Customer Answer
Date: 03/17/2023

Complaint: 19363295

I am rejecting this response because: I was supposed to be the recipient of the package. I paid for the item but never received it. According to the shipper it was delivered by FedEx but not to the correct address.

Sincerely,

*********************
Initial Complaint
Date:02/07/2023
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.
tracking#************ i am tired of calling fedex for every delivery, they have consistently failed to deliver on time for over two years now, and when i call it is extremely difficult to get a hold of a live agent, and they provide zero additional information, they only read what's on the tracking website. extremely rude, and refuse to provide a supervisor on the call. i refuse to pay for a service that is sub-par, and demand all of the shipping fees paid to be reimbursed to me.
Business Response
Date: 03/06/2023
Dear *****************,
Your report to the Better Business Bureau regarding tracking number ************ was received. We regret any inconvenience you experienced as a result of this situation.

After exhausting all our search options, we regret that we have been unable to locate a package your package and its contents in our system, despite our many efforts.
Thank you for your patience in this matter and on behalf of FedEx, please accept our sincere apologies. 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: 03/06/2023

Complaint: 19362531

I am rejecting this response because:
fedex was contacting on day 1 of the incident, however; due to lack of care or professionalism on fedex part they did not give it priority or address the matter, after getting the sender involved and filing this complaint they reached out and after waiting for them they came back with no resolution, this was one of a kind prototypes, and were packed and shipped with care, and once fedex took hold of the item they lost it, and now give me an apology. unfortunately the bank does not accept apologies for deposits.
I need my product, or i need them to pay for its replacement costs.
Sincerely,

*****************
Business Response
Date: 03/10/2023
Dear *****************,

Your report to the Better Business Bureau regarding tracking number 394017847773 was received. We regret any inconvenience you experienced as a result of this situation.

After exhausting all our search options, we regret that we are still unable to locate your package, but per your request, we will continue to look for your package and it will be updated in our system if it is located.

Thank you for your patience in this matter
Respectfully,
FedEx
Customer Answer
Date: 03/10/2023

Complaint: 19362531

I am rejecting this response because:
after my initial rejection to your response you copied and pasted the same verbiage with the addition of we will keep looking. this is a clear example of how completely careless Fedex has become, I trusted you to deliver an important package, you lost it, I asked your phone representative for help and they ignored me and were extremely rude, every attempt I made to ensure my package received attention prior to it being completely lost in your companies failing system. but at the end I am the one who loses my product not Fedex.
I want Fedex to make this right. you can go to **** and purchase my lost items and send them to me. you are a big company with a lot of money, I am not. you should have taken better care of the package you agreed to deliver.
Sincerely,

*****************
Customer Answer
Date: 03/21/2023

From the CONSUMER:
Sent 3/10/2023 12:07:45 PM

Complaint: 19362531

I am rejecting this response because:
after my initial rejection to your response you copied and pasted the same verbiage with the addition of we will keep looking. this is a clear example of how completely careless Fedex has become, I trusted you to deliver an important package, you lost it, I asked your phone representative for help and they ignored me and were extremely rude, every attempt I made to ensure my package received attention prior to it being completely lost in your companies failing system. but at the end I am the one who loses my product not Fedex.
I want Fedex to make this right. you can go to **** and purchase my lost items and send them to me. you are a big company with a lot of money, I am not. you should have taken better care of the package you agreed to deliver.
Sincerely,

*****************
Business Response
Date: 03/23/2023
Dear *****************,
Your report to the Better Business Bureau regarding tracking number 394017847773 was received. We regret any inconvenience you experienced as a result of this situation.

Additional searches have been performed, and we regret that we are still unable to locate your package based on the information that you have provided. Per your request, additional searches will continue and if your item is located you will be contacted.
Because your financial arrangements are with your shipper, you will need to contact the shipper regarding any reimbursement or replacement. All FedEx claims are settled with the shipper unless the shipper sends our FedEx claims department a letter on their company letterhead authorizing FedEx to settle the claim with you.
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: 03/24/2023

Complaint: 19362531

I am rejecting this response because:
I do not care about your Policy or arrangements, the shipper did not wrong me here, you did.
Sincerely,

*****************
Initial Complaint
Date:02/07/2023
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.
I had ordered live fish online and they where suppose to ship over night. They where to be delivered today Feb 7 by 12 noon. I have made several attempts to get help via fedex and have not received anything but excuses. I even offered to pick them up at the hub and was told that I can not do so, since they don't know when the driver will be back at the hub. Now they will deliver tomorrow. These are live fish and chances are they will be dead or be in poor shape after arrival and still die. Fedex has a money back guarantee on there over night deliver, but was told on the phone they no longer will honor it. I lost a day of work and now will loose another day of work tomorrow. Chances are the fish will be dead. I want reimbursement for ************* and my time missed at work
Business Response
Date: 02/09/2023
Dear *********************,

This is in response to your inquiry addressed to the Better Business Bureau regarding tracking number ************.

We regret any inconvenience you experienced as a result of this situation.?

After further research, our records indicate your package tracking number ************ was delivered on February 8, 2023 at 12:49 p.m. As we discussed, please continue to reach out to your shipper for further assistance regarding reimbursement or replacement, as financial arrangements are with the shipper.

On behalf of FedEx, please accept our sincere apologies for any inconvenience you have encountered. Thank you for your patience in this matter.

Respectfully,

FedEx
Initial Complaint
Date:02/07/2023
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 1/31/2023 my neighbor, *************************, brought my son's social security card to Office Depot to be sent by FedEx to him. She was doing this for me because I could not get to Office Depot. I paid her to do this for me.We were charged $82.33 for ****************** Delivery (we insured it for $100). The estimated delivery date was 2023-02-03 (which was not overnight but at least the same week). My son could not start his job without this card so it was imparative that he get this package otherwise I could have sent it through the mail.The package was not delivered until 2/6 (therefore he is out of work another week). When we called to check on the guarantee they said it was weather related and therefore the guarantee was void.When I tracked the package it was in ********** - totally wrong direction! IDK what really happened but if I had sent it ** Mail he would have gotten it faster!
Business Response
Date: 02/14/2023
Dear ***************************,
This is in response to your inquiry addressed to the Better Business Bureau.

To best accommodate package volume, FedEx package routing is setup as a hub and spoke processing method. A severe national weather delay was noted at the *******, **.primary hub. Your shipment was subsequently delayed due to these inclement weather conditions that impacted routing and operations, during the time in which your shipment was being transported to the destination. Regrettably,the shipment traveling on package tracking number ************ delivered Monday, February 6th at 4:14 p.m.

Customer satisfaction remains our highest priority, and we take very seriously your comments regarding the service you received. FedEx liability for Money-Back Guarantee and other terms and conditions related to weather are posted at FedEx.com. In summary, we will not be liable or responsible for loss, damage or delay caused by events we cannot control.

As a one-time gesture of goodwill, we have arranged refundable transportation charges on your behalf. Please contact the FedEx *************************** Office Depot location where the shipment was originally sent from. Just as you paid them for the transportation charges on this package; any refund or claims request should be made through that location. We are unable to assist you with a direct refund/claim payment.

On behalf of FedEx,we extend our sincere apologies for the inconvenience you have encountered.Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,
FedEx
Customer Answer
Date: 02/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:02/07/2023
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.
This is a complaint about FedEx drivers. Last Thursday, 01/02/2023, a delivery (************) that was supposed to come to me, was made to the wrong address. Today the same thing happened (************). I've called FedEx to complain about this and this still happens. Sometimes I receive a delivery and I get mine plus someone else's packages. Whoever is doing these deliveries must , in my opinion, be incredibly either incredibly incompetent or lazy. I suffer because I don't get my deliveries and the company who sent them suffers the expense of having to replace items and reship. I'm considering stopping doing business with companies unless they can use another carrier.618851704646 ************
Business Response
Date: 02/17/2023
Dear ****,
Your report to the Better Business Bureau regarding tracking numbers ************ and ************ was received.
After further investigation, our local office has confirmed that the driver's manager spoke with you and that you found out where your package was delivered and retrieved it yourself, so I apologize for the inconvenience. We were also advised that the trailer park is working on adding a ******** the trailers but has not been able to complete this addition to all the trailers yet, including yours, so currently your trailer shows 51, instead of 151, which caused the package to be delivered to the wrong trailer.
We appreciate your business and look forward to serving you in the future.
Respectfully,
FedEx
Customer Answer
Date: 02/17/2023

Complaint: 19349711

I am rejecting this response because: My trailer's address is clearly marked 151 and has been for over 5 years. All of the trailer's addresses in the park are also changed. FedEx is getting wrong information. Also, one of the deliveries I was able to retrieve, but that doesn't address all the others.

Not Sincerely,

***********************
Initial Complaint
Date:02/07/2023
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 Jan 16, 2023 I purchased a canopy cover in the amount of $119.99 from the business Econoestore through **** (tracking #************). On Jan 19, 2023 I was notified that the package was delivered to home address *************************. Although I was at the listed address, a package was never received. After researching the FedEx website, I found a picture of the delivered package. However, not only was it left in a location nowhere near the mailbox address or house, it was no longer there. The location was a backyard gate approx. ******* ft away from the house location and next to the main street. After filing a report of a missing package (C-96456479), FedEx explained that they would investigate and to contact the shipper Econoestore, to begin filing a claim following the lost package procedure. I never heard anything back from FedEx customer service, so I contacted the local Albuquere FedEx ground facility *************) responsible for delivery. The manager ******* assured me that it was a simple procedure for the replacement and that the case file notes would be updated. I then contacted customer service again, at which point they advised me the case would be opened again and to contact the shipper once again to follow lost package procedure. Econoestore then advised me that they did in fact file a case (C-96553559) but that it was declined because FedEx stated the package was delivered. I again contacted FedEx customer service regarding the missing package case number filed by the shipper, and this time FedEx refused further assistance and claimed no fault or responsibility because the package was "delivered", even though it was placed in a remote location, away from the mailbox or house. I have had multiple packages delivered from different agencies prior to this incident, including FedEx, and have never once had any issues. Considering the fact that the package was placed in such a remote and, frankly, ridiculous location, how can I be responsible?
Business Response
Date: 02/13/2023
Dear *************************,
Your report to the Better Business Bureau regarding tracking number ************ was received.
Our research does show delivery to the correct address, and released to the back gate on 1/19/2023 at 8:10 am as the shipper did not request a signature at the time of delivery. Per our conversation once you checked the location of the delivery the package was no longer there a few minutes later.
Due to your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement.
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: 02/14/2023

Complaint: 19349060

I am rejecting this response because: The courier FedEx has stated that my financial responsibility for replacement or refund is with the seller and, also, that the seller or myself didn't request a signature. However, I feel that the seller is not responsible because they did in fact do their part in sending the purchased item. I never requested a signature, this or any other time, with FedEx because there is always someone at this address to accept the package. I also believe that FedEx was negligent by placing the package in such a remote and conspicuous location, i.e. at the backyard gate entrance next to the main service road. I feel there is absolutely no reason that I should have to search my entire property for a delivered package when I was waiting near the front entrance to the home and mailbox. This location has always been and is the most logical delivery location and NOT ******* ft backyard gate away from the residence. However, as stated by FedEx, I did in fact search for the package minutes after "delivery", but package was already missing. If the shipper, who I feel is not responsible, declines replacement or reimbursement, FedEx is basically implying that the missing package is somehow my fault and I am out the money paid. This is not acceptable to me.

Sincerely,

*************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

FedEx Corporation is BBB Accredited.