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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

12,444 total complaints in the last 3 years.
5,061 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:07/22/2024
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.
I ordered a product off of ***** It was shipped July 16 and shipped by fedex. We received tracking number and fed ex said it was out for delivery on the 19th in which I did not receive it. Also on the 20th the same thing and once again on the 22th and still no delivery. This is the fifth time this has happened and I dont know if I am going to get this one. I just would like to receive this shipment and any future shipments.
Business Response
Date: 07/30/2024
Dear: *************************,

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

Our records indicate the shipment on tracking number ************ was delivered at 4:54 PM on July 25, 2024.

We certainly regret any inconvenience you have encountered while inquiring about the status of the shipment. Your concerns regarding the delivery have been brought to the attention of management responsible for operations in your area. Management for that area has advised that they have addressed this issue with you and moving forward packages should have no problem in getting delivered to the correct location with no delay of this nature.

We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.

Respectfully,

FedEx
Customer Answer
Date: 07/30/2024

Complaint: 22027301

I am rejecting this response because:so far I only have verbal assurance that the problem is resolved. Until I see positive proof that it is resolved I will be convinced.

Sincerely,

*************************
Business Response
Date: 07/31/2024
Dear *************************,

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

Your concerns regarding the delivery have been brought to the attention of management responsible for operations in your area, they have assured you that this has been addressed and moving forward we should not have any more incidents.

We understand your concerns that you have had nothing but verbal assurance however, we can only provide that to you at this time. We are providing you information that future shipments will be handled to your satisfaction.

Respectfully,

FedEx
Customer Answer
Date: 07/31/2024

Better Business Bureau:

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

Sincerely,

*************************
98 Poorhouse Ln
*********, ** 38351
Initial Complaint
Date:07/22/2024
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 received notification that 2 packages were delivered to the "lockers" that are on site at my apartment. However, the lockers do not work and there is no way possible that the driver could have placed the packages inside the locker. I have sent video evidence of this to the Operations Coordinator at the ************************************ located on *************. Now, the driver is stating that the packages were left at the locker and someone from the leasing office took them. However, that is not possible as my apartment building does not have a leasing office on site. The FedEx driver came by last week and took a picture of the locker and then walked up and down the breezeway, not the one in which my apartment door is in, which tells me that he did not in fact drop the package of where he is stating so. FedEx needs to refund me the amount of my two purchases. I am not filing a claim with them so FedEx can automatically deny them (the Operations Coordinator advised that most of the time when a claim is submitted, it gets automatically denied by the system). I can forward all the emails, videos, pictures, that i have sent to show that there is no way possible the package was delivered to the lockers. I have even suggested that the driver come out and show me which locker the package was "left" in so i can contact my property management company to see if they can come open the lockers, which again, do not even work!
Business Response
Date: 07/26/2024
Dear *****************************:

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

We understand your dissatisfaction with the handling of the shipments traveling on package tracking numbers ************ and ************. Your concerns that delivery information was recorded for the shipment at your address, although it was not located, have been brought to the attention of management. This will be addressed internally with the drivers serving your area.

Per our telephone conversation, the shipper has issued a full refund, and you are no longer needing assistance.

On behalf of FedEx, we regret 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:07/22/2024
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 have been having trouble logging into the corporate FedEx account for shipping since last Monday. Since than I have been making phone calls every day to have it resolved, but the issue has not been resolved after a week.07/15 - FedEx log in page started giving error message after an update to password requirements. A phone call was made, given a vague answer that there is an issue with FedEx website 07/16 - FedEx website still displaying log in error - another phone call was made, given the same vague answer that the issue was with FedEx website 07/18 - Finally an agent explained how the update on the password requirement is affecting customers whose existing password that do not meet the new requirements. A manual reset was executed, new password was created according to the new guideline, which still failed to log me in. Also, turns out that account currently lists a previous employee as a primary profile. Requested an update, as I am the authorized administrator for my company. Profile information remain unchanged.07/22 - First phone call: Requested a manual password reset, the agent could not complete the request, told me that someone would call me back today. I asked to ensure that the phone call would reach me by 16:00.Second phone call: Call was not returned by 16:00, another phone call was made. The issue was finally escalated to Senior support team.Every phone call took extremely long redundant procedure: (customer representative - technical support - account management - back to technical support).It was noted today that for further escalation, reference numbers of the phone calls are required.Quite a few of agents literally told me that reference numbers are meant for their own record, and I would not need it. When requested to repeat the reference number, they simply moved on with the conversation.
Customer Answer
Date: 07/23/2024
There is no tracking number regarding this case, as it's an account issue.
Business Response
Date: 07/25/2024
Dear Mr. **************** is in response to your inquiry addressed to the Better Business Bureau.

We regret that you are having issues logging into your FedEx Account on FedEx.com due to new password requirements, for this is a known issue, and technical is attempting to resolve
expediently. Can you please provide you FedEx account number so a Sales message can submitted for additional assistance.

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: 07/25/2024

Complaint: 22026850

I am rejecting this response because:
I had this issue escalate through technical support team multiple times already. I never heard back regarding these claims and when I call the tech support team to check on the status of the claim, no agents had any idea of what was happening with my request.
And being passed around different departments mean that each phone call would be at least an hour long. Instead of simply tossing my account number on this response, I would like a more direct point of contact. That way, I know that my issue is being taken care of.

Sincerely,

*******************************
Business Response
Date: 07/26/2024
Dear Mr. ************* is in response to your inquiry addressed to the Better Business Bureau.

We regret that you are having issues logging into your FedEx Account on FedEx.com due to new password requirements, for this is a Known Issue.
Reps in Technical Support note the customer issue, and it is escalated to the appropriate team, when there is an update it is noted in the case notes, of which the reps
are able to provide to the customer. There is no timeline for resolution of this issue currently. If you provide your FedEx account number you will have direct contact
with the Sales rep who is assigned once they contact 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
Initial Complaint
Date:07/22/2024
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 didn't include an apartment number when sending a package. I've made six phone calls to try to get the address fixed and no one is helping me. They tell me that I'll just have to keep calling to get it resolved and this does not seem right. Customer service did not update the address like they were suppose to. I want my package delivered to the correct address. (Should only be adding apartment 45)
Business Response
Date: 08/02/2024
Dear *****************************:

Your report to the Better Business Bureau regarding tracking number ************ was received.

Additional searches have been performed, and we are unable to locate a package based on the information that you have provided. Searches will continue and if your item is located you will be contacted by the ** Team. You can initiate a claim for this shipment. For more information, please refer to: *******************************************************************************.
If you have any questions please feel free to contact us at **************.

On behalf of FedEx, we regret any inconvenience you experienced as a result of this situation. Thank you for your patience in this matter and for shipping with FedEx.

Respectfully,
FedEx
Business Response
Date: 08/16/2024
Dear *****************************:
Our records for tracking number 276299558662 that delivery could not be completed because the apartment number was missing. The shipment was sent to our critical package recovery facility. As you are aware arrangements were made to return the shipment to you under tracking number ************ shows proof of delivery at 1:04 p.m. on August 16, 2024.

We are certainly aware that our customers expect only the best possible service, and we are concerned that we failed to meet your expectations.

On behalf of FedEx, we regret any inconvenience to you and all involved parties for any consequences caused by this incident. We hope that we will have future opportunities to serve you more favorably.

Respectfully,
FedEx
Business Response
Date: 08/20/2024
From the BUSINESS:
Sent 8/16/2024 5:14:31 PM
Dear *****************************:
Our records for tracking number 276299558662 that delivery could not be completed because the apartment number was missing. The shipment was sent to our critical package recovery facility. As you are aware arrangements were made to return the shipment to you under tracking number ************ shows proof of delivery at 1:04 p.m. on August 16, 2024.

We are certainly aware that our customers expect only the best possible service, and we are concerned that we failed to meet your expectations.

On behalf of FedEx, we regret any inconvenience to you and all involved parties for any consequences caused by this incident. We hope that we will have future opportunities to serve you more favorably.

Respectfully,
FedEx
Initial Complaint
Date:07/22/2024
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.
I shipped a package through FedEx on Wednesday, July 17, 2024 to be shipped from ******, IN to *************, **. I paid $20 for the box and $120.77 plus tax to ship my box for receipt on Friday, July 19, 2024. My tracking number is ************, package was ***** lbs. I signed up for notifications also. Friday I get a message from FedEx that they tried to deliver the package at a little after 9 a.m. on Friday. This is not true! I was sitting on my neighbors balcony because it faces the parking lot. No truck EVER showed up. The next day, sitting on my neighbors balcony again, a FedEx truck shows up, driver NEVER gets out of the truck. By the time we bother rain down 3 flights of stairs, the driver was pulling off, this was Saturday. On Sunday I go to my neighbors apartment again. We both sit on the balcony, no FedEx truck ever showed up, yet I get a message that they tried to deliver my package at 1:47 p.m. That is also not the truth! No FedEx truck EVER showed up! I get a call from FedEx on Monday saying I MISSED 3 deliveries, I did not!! After speaking to a Manager, I was told my package would DEFINITELY be delivered on Tuesday, July 23, 2024. That's not what I paid for! I paid for delivery on Friday. The contractor FedEx is using is s******* their customers around, saying they attempted to deliver, when that's not the truth. Not once was there a door tag left either, even though it shows 3 were left, that's not true either! I'd like half of my $120.77 plus tax refunded! I didn't get what I paid for that I had to repeatedly call FedEx and lost sleep checking for updates for the past 4 days. I don't feel like they should get paid for something that wasn't delivered, due to NO FAULT of my own. I will never use this company again due to the lack of concern and professionalism of the people they chose to contract with. My neighbor is my witness that everything I'm filling this complaint about is true because he was sitting right next to me.
Customer Answer
Date: 07/22/2024
The tracking number is in my complaint twice already! It's 277197032100. The total amount, minus the $20 charge to the box is $120.77 plus applicable tax
Customer Answer
Date: 07/22/2024
The tracking number is already in the 3rd sentence and what I'd like to see done regarding 1/2 of my money refunded.. The TRACKING NUMBER IS 277197032100, Transaction number ************, FedEx in ************, IN 46410. I paid $20 for the box and $120.77, plus tax for the shipping charge. Scheduled delivery date July 19, 2024.
Business Response
Date: 07/30/2024
Dear **************:

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

A credit of $120.77 was processed on July 30, 2024 for FedEx tracking number 277197032100.

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

Respectfully,

FedEx
Customer Answer
Date: 07/30/2024

Better Business Bureau:

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

Sincerely,

***********************
************************* 309
***********************
Initial Complaint
Date:07/22/2024
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.
Almost a year ago, I used FedEx to send flowers from my MOTHER'S FUNERAL to be preserved. The package got lost and the flowers almost all died, making it impossible to save them. The package was eventually delivered to the correct address, but most of the flowers could not be saved. I called FedEx and explained this to a FedEx representative and she said she would give me a refund and I said thank you. Not too long after that, I started getting letters in the mail from FedEx saying that I did not pay my bill. I tried to call them back time after time after time, but the robot operator kept hanging up on me because it did not understand my request, so for months I was not able to talk to anyone, even though I kept calling back to try and settle this claim. The claim still has not been settled and they elevated it to a collection agency, who then had a representative call and scream at me and proceed to hand up the phone, getting nowhere. I talked to a kind representative who gave me a number to call to get this settled, but I went in circles like I had been doing because everyone kept telling me that I needed to talk to someone else and that they couldn't help me. I am worried that this will significantly affect my credit score, but I always pay my bills on time and in full, so it is frustrating me that I am being harassed by the business when they issued me the refund. It's been almost a year and I just want this to be over with. My mother dying was the worst day of my life and I am sick of the FedEx people screaming at me and not being able to do their job. Thank you.
Business Response
Date: 07/26/2024
Dear ******************:

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

Our research indicates that you were billed twice for this shipment. We regret any inconvenience this caused. The freight charges were credited on Invoice ********* which now reflects a zero balance. Please disregard any Collections notice received.

Thank you for your patience in this matter and for shipping with FedEx.

FedEx
Initial Complaint
Date:07/22/2024
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.
This is the second time I have had the same issue. I have essential documents (************) from my embassy (**) to me (DE), which should be delivered on July 18. They said they were not able to deliver it on that day. Even though I was not at home, the camera showed no delivery attempt! I contacted them to hold the package in a location to avoid that, and every day, they assured me it would be delivered the next day, but it didn't. On Saturday, one of their customer service representatives said something about duplicate tracking numbers and said she opened a case with a number (C-156239171). I have not received any updates regarding the case (not in my email or phone number), and I have not heard back from them. So, I called them again today (Monday) and spent 12 minutes with their customer service to locate my package. Then, one of their representatives (****) [not sure about the spelling] misinformed me about my package. He said he was able to locate it, and it is ready to be picked up at the location I chose, even though the tracking number is showing something else. I thought he resolved the issue, so I rated him good. I drove for 20 minutes, and when I arrived at the location, they informed me that they had not received any package for me, so I had to call the customer service again, and they told me that I was misinformed by (****), and they gave me the same reply that the package would be delivered soon. I have two videos captured by my camera showing that no delivery attempt was made by them on July 18. Also, I attached the list of my phone calls with them. I don't know where is my package, and when will it be delivered to the location I chose?
Customer Answer
Date: 07/25/2024
I have been in contact with FedEx since I sent this complaint. They told me the package was re-directed to security for inspection, and one of the customer service employees asked me if it had cash inside it! I said no! It has educational reports from the Accreditation & ************************* at the ******************************. Yesterday, I called the employee responsible for the case, and she said the package was coming to us because of an invalid account #. Both labels (the send and receive labels) were created by a FedEx employee at the FedEx office (***********************************************************). I attached two receipts from the same FedEx office with this additional information. The shorter one was given to me by their employee when she created my account, which I showed them after a couple of days to create the package labels in this complaint. The second one is the one given to me by their employee when she bought me the two labels for this shipment. The employee told me that their employee mistyped the account and she would fix it for me and send the package to the chosen store. Until now, there have been no updates regarding the package. I am leaving the country after the 28th of July. So, Delivering the package after this date would not be a solution.
Business Response
Date: 07/31/2024
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 791476170899.
Our records indicate that the package was forwarded to Security in *******, **, on July 22, 2024, by the local Express facility in destination area.
Please contact Security at **************, M -FR, 8:00 a.m. - 5:00 p.m., for additional information. We called you on July 30, 2024, and left a voice message.
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: 07/31/2024

Better Business Bureau:

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

Sincerely,

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

, DE 19702
Initial Complaint
Date:07/22/2024
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.
The driver did not deliver the package. I was told I would receive a call or redelivery and there is no way to contact fedex in the **. the agents on the phone have no contact information and cannot provide any information about the stations or driver for reporting suspicious activity. This creates a secret service where US citizens can't hold fedex responsible.
Customer Answer
Date: 07/22/2024
The tracking number WAS PROVIDED. Here it is again 777408904057
Customer Answer
Date: 07/22/2024
The tracking number WAS PROVIDED. Here it is again 777408904057
Business Response
Date: 07/23/2024
Dear *****************,

Your report to the Better Business Bureau regarding tracking number 777408904057 was received. ??

After further research, our records indicate your package was delivered on 7/23/2024 at 3:55 pm.
Thank you for your patience in this matter and for shipping with FedEx.

FedEx
Customer Answer
Date: 07/23/2024

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 22849
Initial Complaint
Date:07/22/2024
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 paid a very high amount to have an item shipped and DELIVERED to me from *******. The item was supposed to be delivered on Monday, July 22, 2024. I noticed on Fedex that the item was scheduled for delivery instead on Friday, July 19, 2024. I made sure to have someone at home waiting for the delivery starting at 7am. Apparently Fedex came on Friday the 19th and did not knock or let anyone know they were there. The driver took it upon himself to write ********* on the doortag and to deliver our package to ********* instead of redelivering on Monday, July 22, 2024. NO ONE asked him to send the expensive package to *********. Why pay for delivery if I wanted to go pick up the item myself? Not only that, the date the Fedex man put on the doortag was 07/20/2024. That was a lie. He did not try to deliver that date. I called Fedex 4 times for assistance. I asked for redelivery on Monday, July 22, 2024. I was told once that it would be redelivered and 3 times that I had to go pick the item up. I explained that I paid extra for delivery. I had no way to go all the way to *********. I asked why this happened? Who's decision was this to not deliver my item. I received zero help but was given 2 fake claim numbers. C156455727 and C156421466. 1) I want the delivery person who decided to deliver my package to ********* instead of to me formally officially reprimanded 2) I want my **** charges to and from ********* reimbursed 3) I want my shipping charges reimbursed since Fedex NEVER delivered my package 4) I want an apology for all of the lies and all of this happening. I was also told to contact the company the I bought the item from. How would that help? They did their job. They had the correct address. Fedex was the company that did not delivery to the correct address. Fedex basically stole my item and delivered it somewhere else and I had to go fight to get it back.
Business Response
Date: 07/24/2024
Dear : *********************************

Your report to the Better Business Bureau regarding tracking number ************ was received.

The appropriate management has been notified of your delivery concerns for an internal review with the drivers responsible for serving your area. Management has advised they have reached out to you and also sent an email in regards to this issue.

Our redirect to hold option was utilized and this is why this package was not attempted a second time. ARTH is an option that is given to the couriers and it allows the courier the option to place the package on hold at a authorize hold location close to the customers delivery address, which was the ********** and the delivery point is the closest continent hold location to her address. The redirect to hold is a way our customers can continently get their package same day and close to their delivery address instead of having to wait or come down to the station.

We certainly regret any inconvenience you have encountered. After further research, our records indicate this package was picked up on 7-21-2024 at 9:36 AM.

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: 07/24/2024

Complaint: 22024232

I am rejecting this response because this does not address my issues. I paid for delivery to my address. I paid extra for this service. FedEx did not deliver. I am disabled and I am unable to drive therefore I depend on delivery. It is absolutely HORRENDOUS that FedEx forces customers to drive and pick up their own packages AND it is HORRENDOUS that a driver can make that unilateral decision when they did not even knock on the door when they "attempted" the first delivery. Someone was home and waiting for the FedEx delivery on July 19th. ALSO the driver put on his door tag that he attempted delivery on July 20th. This ALSO was a complete lie. I paid for DELIVERY. I didn't pay for myself to go and pick up the item myself. If I wanted to do that, I would have originally went out shopping instead of paying a ton for delivery to my residence.
I want to file a formal complaint about this delivery person.
There is also, in this country, the Americans with Disability Act. I am going to contact Americans with Disabilities Act , Disability Rights ********** (DRC), Civil ***************** (CRD), and the ************************ (DRB). I had to pay for **** to the ********* location and back from the location. I had to get help going up and down my stairs. I was told by the FedEx "assistance" that I was the only person that could pick up the package and had to show ID with correct address.
I will go to the news as well. I'm sure they will love a good news story about a huge corporation taking advantage of the disabled.
Sincerely,

*********************************
Business Response
Date: 08/12/2024
Dear : *********************************

Your report to the Better Business Bureau regarding tracking number ************ was received.

The appropriate management has been notified of your delivery concerns for an internal review with the drivers responsible for serving your area. Management has advised they have reached out to you and also sent an email in regards to this issue.

Our redirect to hold option was utilized and this is why this package was not attempted a second time. ARTH is an option that is given to the couriers and it allows the courier the option to place the package on hold at a authorize hold location close to the customers delivery address, which was the ********** and the delivery point is the closest continent hold location to her address. The redirect to hold is a way our customers can continently get their package same day and close to their delivery address instead of having to wait or come down to the station. I have requested proof of what you paid to the shipper to review, as well as proof of what you were charged for transportation to retrieve your package.

We certainly regret 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: 08/12/2024

Complaint: 22024232

I am rejecting this response because: I think FedEx's policy on not attempting delivery (the delivery person didn't even knock), letting the delivery driver decide whether or not there will be a redelivery attempt, forcing a customer that has paid for delivery (not paid for the customer to drive to get their own item that they paid DELIVERY for), forcing only the person the package is addressed to pick up the package, and discriminating against disabled customers and customers that are not able to track down their own package or drive to find whatever store has their package. At the very very least, someone else should be able to be authorized to go get the package and the delivery fee should be refunded. I was told 4 times when contacting FedEx that I was the only person that could pick up the package with photo id and if I did not pick it up within 5 days, the package would be sent back to the shipper.
This is completely, absolutely, ridiculous and an extremely bad way to treat customers, Especially those that are unable to physically get around or drive and depend (and pay for) delivery.
Besides the disability lawyer (class action lawsuit) and advocacy groups, I am going to contact the news stations in *************. They always love a great human interest story. Huge company against the disabled.
By the way, the "delivery" driver put the incorrect date on the doortag when he "attempted" delivery.

Sincerely,

*********************************
Business Response
Date: 08/15/2024
Dear *******************************,
This is in response to your inquiry addressed to the Better Business Bureau.

We are concerned to learn of your recent experience. As noted in our email communication, additional information is required. Our attempts to obtain the receipt for your trip via **** to ********* to pick up your package along with the transportation charges for the shipment have been unsuccessful. Both local management and I have been unsuccessful in speaking with you. Please provide the requested documentation for your request to be reviewed.

On behalf of FedEx, we regret any inconvenience you have encountered.

Respectfully,

FedEx
Customer Answer
Date: 08/15/2024

Complaint: 22024232

I am rejecting this response because: This response does not address the much larger issue of discriminatory practices against the disabled or a customer with an inability to move around, walk, or drive.
I contacted a huge San Francisco news company to investigate this issue.
These are the issues I see:
1. I paid a huge amount to have the package delivered to me at my address. If I wanted to go to a store and shop, I would have.
2. The seller did their part. They packaged up the item and they shipped it to the correct address. That's all they needed to do.
3. What if a customer was disabled and could not easily drive to find the store FedEx chose? What if a customer was blind or didn't drive or was sick and had to stay in the house? What if COVID or tuberculosis is so high a customer does not want to go to a store with tons of other people coughing and touching everything? What if a customer had mobility issues that prevented them from going down and up the stairs to leave and return home? What if it's a new mother with a brand new baby that cannot leave home but depended on that delivery? What if they didnt drive or even have a car? What if a customer just moved to a new place and needed items delivered but didn't receive a new ID card yet with the new address on it?

It is not ok that its totally up to the delivery driver if they want to deliver or force a customer to go pick up their item. It is not ok that FedEx does not have to deliver at all. They can drop off the package at some store and it's totally up to the customer if they want the item before it's sent back.
I really think these FedEx policies should be investigated.Fedex makes customers pay a ton for shipping and delivery and to force a customer to get their own item regardless of their inability or disability is beyond unbelievable.

Sincerely,

*********************************
Customer Answer
Date: 08/16/2024

From the CONSUMER:
Sent 8/15/2024 12:15:53 PM

Complaint: 22024232

I am rejecting this response because: This response does not address the much larger issue of discriminatory practices against the disabled or a customer with an inability to move around, walk, or drive.
I contacted a huge San Francisco news company to investigate this issue.
These are the issues I see:
1. I paid a huge amount to have the package delivered to me at my address. If I wanted to go to a store and shop, I would have.
2. The seller did their part. They packaged up the item and they shipped it to the correct address. That's all they needed to do.
3. What if a customer was disabled and could not easily drive to find the store FedEx chose? What if a customer was blind or didn't drive or was sick and had to stay in the house? What if COVID or tuberculosis is so high a customer does not want to go to a store with tons of other people coughing and touching everything? What if a customer had mobility issues that prevented them from going down and up the stairs to leave and return home? What if it's a new mother with a brand new baby that cannot leave home but depended on that delivery? What if they didnt drive or even have a car? What if a customer just moved to a new place and needed items delivered but didn't receive a new ID card yet with the new address on it?

It is not ok that its totally up to the delivery driver if they want to deliver or force a customer to go pick up their item. It is not ok that FedEx does not have to deliver at all. They can drop off the package at some store and it's totally up to the customer if they want the item before it's sent back.
I really think these FedEx policies should be investigated. Fedex makes customers pay a ton for shipping and delivery and to force a customer to get their own item regardless of their inability or disability is beyond unbelievable.

Sincerely,

*********************************
Business Response
Date: 08/21/2024
Our attempts to speak to ********************** were unsuccessful voicemail full. On numerous emails, we requested a receipt for her costs ***** ride and shipping charges) to review for possible reimbursement. However, ********************** has yet to provide the required documentation.
Unfortunately, FedEx is unable to accommodate her request for reimbursement without the request documents/receipt.

Respectfully
Initial Complaint
Date:07/22/2024
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 has been claiming to deliver packages at my apartment but I never ended up receiving them. 1. Moroccanoil.Tracking: ************ FedEx said it was delivered Sunday 7/21/2024 but I never received it. Additionally, every single item that goes through this ************************************ location gives me issues with delivery. I have called fedex and filed a complaint there but the issue still occurs. FedEx also says they attempted delivery but that is false. I can guarantee someone was home at the apartment and there was never a buzz for our apartment.2. *********** and Fitch Tracking: ************ Again. I never received this package and fedex claims to have attempted delivery and that it was delivered on Thursday 7/18/2024. Again I can guarantee someone was working from home and also never heard a buzz for our apartment all week leading up to delivery. This is also not the first time Ive had issues with *********** deliveries coming from **************There is a pattern where the tracking says they attempt to deliver three times and then somehow it gets delivered after. This is an incredibly frustrating situation and fedex seems to not have taken the previous complaints seriously.
Customer Answer
Date: 07/22/2024
I want FedEx to fix whatever the issue is with these missing deliveries whether it is the location, drivers, or anything else. I have already filed a complaint with FedEx and it still continues to happen. The Fedex case numbers I received were: C138841562 from February 13, 2024 and C156603976 from July 22, 2024. This is a frustrating process because I can't even trust that my future packages will be safely delivered and I will be losing time and money.
Business Response
Date: 07/24/2024
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 tracking number 406480080071,
and tracking number 277164020436. The Ground facility manager called you on July 23, 2024, to review further.
You requested that your packages are left at your apartment door only and not in the lobby delivery area, and this information was noted. Also, you confirmed that that you did receive a
package to your apartment door the same day.
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: 07/24/2024

Complaint: 22023931

I am half satisfied with how FedEx handled this.

First, this is correct, someone called to ensure I received my delivery on July 23, 2024. I did successfully received this package after I notified FedEx I will be going in late to work to personally wait for this package. This should never ever have to be the case, but I wanted to ensure this was the end of lost packages. I am glad **** called me from a number she said I can call any time I have an issue. I have saved this phone number. I approve and appreciate this resolution.

I want to make this second point clear in every way possible: as long as my name is associated with this apartment, FedEx WILL NOT leave packages in my building unattended (both lobby and outside my door) no matter how big or small if no one is there at my apartment to personally receive it. **** said this was noted for deliveries to my address and apartment number, so I want to reiterate this point. Additionally, **** mentioned if no person is there to receive packages I can redirect it to a secure FedEx holding locationwhich I believe is ************************************************************************. I will gladly sign for it and pick it up at this location if that is the only way I can know my package is secure.

Between the United ********************* and FedEx mishandling my packages, the monetary value and time I need to invest is the root of my frustration. I understand we cannot know for certain who stole my packages, but moving forward, I want to do everything I can to ensure I will have peace of mind that I will actually successfully receive my packages.

Sincerely,

***********************
Business Response
Date: 07/25/2024
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 tracking number 406480080071,
and tracking number 277164020436. The Ground facility manager called you on July 23, 2024, to review further, and you confirmed this on July 24, 2024.
Your request for deliveries was noted as **** from local facility advised you, so if you experience any delivery issues going forward, you should contact her at the phone number she provided.
Also, you have the option to request a reroute to hold for nearest location to your address, as long as, there are no restrictions from the shipper.
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: 08/01/2024

Complaint: 22023931

I am rejecting this response because:
To be honest, the case with these specific tracking numbers is done. FedEx failed to delivery them successfully and they are lost. Theres not much we can do.

Moving forward, I called that number **** gave me but apparently its a line for multiple people. The call was on Tuesday July 30 and no one answered. I wanted to redirect my package to a FedEx hold center or have it scheduled for a later delivery time. The call was within business hours and before 7pm. I left a voicemail regarding this shipment and I never got a return call to this day. How convenient for FedEx to only invest maximum effort for a certain period of time. This is inconsistent and poor client service.

Im tired of investing energy into this. Im unsatisfied with FedEx. I dont want to open another case because this is truly a waste of my time.

Sincerely,

***********************
Customer Answer
Date: 08/02/2024

Complaint: 22023931

I am rejecting this response because:
To be honest, the case with these specific tracking numbers is done. FedEx failed to delivery them successfully and they are lost. Theres not much we can do.

Moving forward, I called that number **** gave me but apparently its a line for multiple people. The call was on Tuesday July 30 and no one answered. I wanted to redirect my package to a FedEx hold center or have it scheduled for a later delivery time. The call was within business hours and before 7pm. I left a voicemail regarding this shipment and I never got a return call to this day. How convenient for FedEx to only invest maximum effort for a certain period of time. This is inconsistent and poor client service.

Im tired of investing energy into this. Im unsatisfied with FedEx. I dont want to open another case because this is truly a waste of my time.

Sincerely,

***********************
Business Response
Date: 08/05/2024
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 tracking number 406480080071,
and tracking number 277164020436. The Ground facility manager called you on July 23, 2024, to review further, and you confirmed this on July 24, 2024.
The phone number provided by ****, is the direct phone number to FedEx facility, and it was provided only if you incur additional delivery issues with driver. It is a very busy facility, so
they may be unable to answer at the point you call, and we regret that you voice message was not responded to.
Also, for redirect to hold or future delivery requests you must open a case instead of calling the facility. We suggest you sign up for FedEx Delivery Manager on FedEx.com, of which allows you
to manage your deliveries, as long as, there are no restrictions by the shipper.
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

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