Complaints

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

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  FedEx Corporation

  3610 Hacks Cross Rd Memphis, TN 38125-8800

  
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  Federal Express

  2200 TriCities Crossing Kingsport, TN 37664

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  Federal Express

  10601 Murdock Drive Knoxville, TN 37932

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  FEDEX

  2200 TriCities Crossing Kingsport, TN 37664

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  Federal Express

  7240 Kingston Pike Knoxville, TN 37919

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:07/12/2024

  Type:Customer Service 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.

  For the last month I have tried to change my delivery address in FedEx Delivery Manager. When trying to add the address I am promoted to have a code sent via *** to my phone. The *** never received. I have reached out to FedEx technical support multiple times to try to resolve the issue. Each time I am met with rude and disrespectful agents who make no attempts to find a resolution and just simply say that is has been escalated and I will be contacted when resolved. They can not provide any estimate or alternative options such as a code via the mail. The most recent agent, ****, says it is a random selection. When I pose questions to them their attitude gets worse like I am personally attacking them. When I am simply asking questions. When asking for a supervisor they get even more offended and disconnect the call. The most recent interaction with **** was supposedly documented on TR3021423. The case number is ********.

  

  Business Response

  Date: 08/07/2024

  Dear *****************************
  
  This is in response to your recent inquiry addressed to the Better Business Bureau.
  
  I attempted to contact you and was unable to reach you. I look forward to your call ************************.
  
  Your satisfaction is important to us, and we want to do everything possible to ensure your shipments are handled to your satisfaction.
  
  Respectfully,
  
  FedEx

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21982482
  
  The issue with Delivery Manager remains. The only option given to verify my identity is via a text message that is never received.

  I have been on vacation, resulting in the delay in my response.

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/12/2024

  Dear ***************************;
   
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  Your concerns regarding issues with FedEx Delivery Manager have been brought to the attention of management. As discussed, **************************** is working to resolve this issue.  Unfortunately, I am unable to provide an estimated date for when the issue will be fixed. 
  
  On behalf of FedEx, we regret any 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: 08/12/2024

   
  Complaint: 21982482
  
  I find it unacceptable that FedEx continues to use a "feature" that is clearly not working.  If it is not working and the resolution is unknown or will clearly take time, the feature should be disabled until a fix with appropriate testing can be implemented.

  Additionally the response from **** from the "resolution" team has been lacking.  Voicemails are left just before the office closing for lunch, when **** is available the ability to understand and communicate with her is extremely difficult.  Lastly, when asked if this was going to be escalated further, it was indicated verbally that it would not.  

  Regardless of how difficult it was for her to find the answer provided, it should not be considered "resolved" simply because they are "looking at it".  Resolved means that the issue is no longer occurring.  The issue is still occurring with no fix in sight and the response from FedEx is more of an "oh well" than "let's get this fixed".

  I honestly feel that this complaint should be escalated to ****'s management and leadership at this point.  If needed, taken all the way to the executive team at FedEx.  It is obvious their change management is severely lacking backed by poor customer service.

  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/12/2024

   
  

  From the CONSUMER:

  Sent 8/12/2024 2:30:43 PM

   
  Complaint: 21982482
  
  I find it unacceptable that FedEx continues to use a "feature" that is clearly not working.  If it is not working and the resolution is unknown or will clearly take time, the feature should be disabled until a fix with appropriate testing can be implemented.

  Additionally the response from **** from the "resolution" team has been lacking.  Voicemails are left just before the office closing for lunch, when **** is available the ability to understand and communicate with her is extremely difficult.  Lastly, when asked if this was going to be escalated further, it was indicated verbally that it would not.  

  Regardless of how difficult it was for her to find the answer provided, it should not be considered "resolved" simply because they are "looking at it".  Resolved means that the issue is no longer occurring.  The issue is still occurring with no fix in sight and the response from FedEx is more of an "oh well" than "let's get this fixed".

  I honestly feel that this complaint should be escalated to ****'s management and leadership at this point.  If needed, taken all the way to the executive team at FedEx.  It is obvious their change management is severely lacking backed by poor customer service.

  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/12/2024

   
  

  From the CONSUMER:

  Sent 8/12/2024 2:30:43 PM

   
  Complaint: 21982482
  
  I find it unacceptable that FedEx continues to use a "feature" that is clearly not working.  If it is not working and the resolution is unknown or will clearly take time, the feature should be disabled until a fix with appropriate testing can be implemented.

  Additionally the response from **** from the "resolution" team has been lacking.  Voicemails are left just before the office closing for lunch, when **** is available the ability to understand and communicate with her is extremely difficult.  Lastly, when asked if this was going to be escalated further, it was indicated verbally that it would not.  

  Regardless of how difficult it was for her to find the answer provided, it should not be considered "resolved" simply because they are "looking at it".  Resolved means that the issue is no longer occurring.  The issue is still occurring with no fix in sight and the response from FedEx is more of an "oh well" than "let's get this fixed".

  I honestly feel that this complaint should be escalated to ****'s management and leadership at this point.  If needed, taken all the way to the executive team at FedEx.  It is obvious their change management is severely lacking backed by poor customer service.

  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/13/2024

  Dear ***************************;
   
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  Your concerns regarding issues with FedEx Delivery Manager have been brought to the attention of management. As discussed, **************************** is working to resolve this issue.  Unfortunately, I am unable to provide an estimated date for when the issue will be fixed. 
  
  On behalf of FedEx, we regret any 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: 08/14/2024

   
  Complaint: 21982482
  
  I am rejecting this response because:  FedEx clearly has no real desire to resolve this matter or investigate further - again if something is broken and there is another method that is known to work revert to that alternative method.  **************** might be aware doesn't mean senior and executive leadership is aware, hence why I asked for this be escalated further even within the Resolutions team as the agent currently working the complaint can't even find the right people to talk to.  The fact that the most recent response was pretty much a copy and paste is disrespectful.

  FedEx needs to a do a better job across the board.  Technical Support, Resolutions, and Customer Service are all lacking at FedEx.  And clearly executive leadership is being shielded from this.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/16/2024

   
  Date Sent: 8/14/2024 11:32:25 AM
  

   
  Complaint: 21982482
  
  I am rejecting this response because:  FedEx clearly has no real desire to resolve this matter or investigate further - again if something is broken and there is another method that is known to work revert to that alternative method.  **************** might be aware doesn't mean senior and executive leadership is aware, hence why I asked for this be escalated further even within the Resolutions team as the agent currently working the complaint can't even find the right people to talk to.  The fact that the most recent response was pretty much a copy and paste is disrespectful.

  FedEx needs to a do a better job across the board.  Technical Support, Resolutions, and Customer Service are all lacking at FedEx.  And clearly executive leadership is being shielded from this.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/10/2024

  Dear *****************************:
  

   

  We understand your concerns regarding FedEx Delivery Manager. This issue with FedEx Delivery Manager is not a quick fix.  **************************** is working to resolve this issue, however, we do not have a specific timeframe for the issue to be resolved.  

   

  We are never satisfied when we are unable to resolve a customer's issue. Rest assured, we do not take your comments lightly. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

   

   

  Respectfully,

  FedEx

   

  Thanks,

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

• Initial Complaint

  Date:07/12/2024

  Type:Product 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 sold an item on **** and chose Fedex as carrier. Following ****s instruction and prepared shipping label. I tried as accurate as possible for the weight and measurement. After I purchased label, printed out and put on the package cardboard box, I took it to Fedex in ******************** dropped off. After the package has been delivered more than 1 week, I received **** price adjustment saying carrier reported a shipping cost changed. **** charged me extra $9.59, including original cost $10.95, I paid shipping cost $20.54 in total. Buyer paid $10.42 for the shipping, after all fee including adjustment, I earned -$4.97. So I sold an item by paying more to sell it??? This is not right. Why did Fedex not letting me know when I dropped off the package? If I know Fedex measurement is so much different and the cost is so much higher, I will simply refuse to ship it out and refund full price to buyer, so I dont lose money. This is not a good business practice by Fedex. Now it has been a long time, I have no way to prove that the measurement. Just by looking at the detail, 0.06 lb difference??? get charged for extra $9.59. If Fedex can let me know immediately when I drop-off, I will not ship at all. Now I have to lose money to sell an item on ****, never heard of. Please help me for this case. Thank you very much

  

  Business Response

  Date: 07/15/2024

  Dear Chowyi,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  Unfortunately, we are unable to provide you with any details regarding this shipment, because it is billing **** directly. You will need to contact **** in regards to the One time Goodwill adjustment made.
  
  I hope that this information is helpful.
  
  Respectfully,
  FedEx

• Initial Complaint

  Date:07/12/2024

  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.

  We have lived at this address since May 15th, 2024. Every single fed ex package except for ONE has been delivered to an incorrect address. I have contacted fedex repeatedly about this issue via phone and was told to mark every incorrect delivery as "missing package." I have done so and nothing has resulted in the issue being fixed. The singular package that was delivered correctly literally had a print out of ****** map directions affixed to the box. I am absolutely at a loss as to why fedex cannot deliver to the correct address when other carriers such as ********** and even Door Dash have zero issues. This last delivery, where two packages were "delivered" contained no photo proof of delivery and instead had a sham "proof of signature" with an illegible scribble and a string of letters. This has reached the point of absurdity and seemingly no one at Fedex has any level of responsibility for fixing this issue. I have had literally thousands of dollars of merchandise marked delivered that never arrived to my house, including an entire pallet of blinds. I am happy to keep reporting misdelivered packages as missing, but seeing as it apparently has no bearing on anything, this is my last recourse.

  Customer Answer

  Date: 07/26/2024

  Here are the following tracking numbers that have been misdelivered to random homes in our neighborhood that are not my house. They aren't even on the same street. Since moving to this address on May 15th I have had one single Fedex package properly delivered, and it was delivered with a printed out copy of ****** Maps showing directions to my address attached. Fedex has misdelivered thousands of dollars of merchandise, including over $2000 worth of blinds to a random address.

  400842935075

  404464798084

  400786376763

  747739525276

  276063889104

  726537515820

  275416527817

  

  Business Response

  Date: 08/05/2024

  Dear *****************************:

  We are very concerned to learn of your dissatisfaction with the handling of the shipment traveling to your address of ****************
  *******, OK 73007 . Local Management has been advised of your concerns and addressed this internally with the drivers serving your area. 
  

  On behalf of FedEx, we regret any inconvenience you were caused. Your business is important to us, and we will continue in the efforts to ensure future shipments are handled to your satisfaction. 
  
  Respectfully,

  FedEx 
  
  

• Initial Complaint

  Date:07/12/2024

  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.

  Delivery with ************ has been missing for several weeks and I am unable to get a clear response from FedEx or the shipper, as far as I can tell FedEx has the package but I cannot get any other information from them. Please contact me with the status of the package, specifically where it is, when it will be delivered, and any additional tracking numbers.

  

  Business Response

  Date: 07/17/2024

  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 your FedEx Ground economy shipment on tracking number 403913065366.
  As stated in my previous email is that your package was tendered to the United ********************* in ****, **. on 7-13-2024 to be delivered to your location.
  
  On behalf of FedEx, we regret any inconvenience you were caused with this shipment.
  
  
  Respectfully,
  
  FedEx

  Customer Answer

  Date: 07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
  Be aware that they could have avoided me submitting a complaint had they responded to my requests for information regarding my order beforehand.

  
  Sincerely,
  
  ***********************

  34639 Trail End Ct

  ****, CA 95701

  
  

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising 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 July 9 2024 the delivery driver changed the address on the delivery and delivered to an old address. At 6:10 am when i had noticed that the address had been changed I called Fingerhut and they called FedEx and informed them that the address that was on the label of ********************************************* was the correct address and not the *********************************************. When he delivered the package I noticed that it was the wrong address I then called FedEx and the manager and the rep did call and request that the dispatch call the driver and retrieve the package while it was earlier enough, the claims rep dropped the ball and did not keep me informed as promised. She never examined the tracking and see where the manger approving the address change. I have had other packages sent to the ******************************************** address without an issue. Case number C155140043 was not taken seriously and she sided with the dispatch manger and she did not read the notes that was provided by the FedEx customer service manager he seen the problem and stated that the address should have not been changed. The shipping label and address was correct and he decided to look in the system at previous addresses, and not use the address on the label.

  Customer Answer

  Date: 07/18/2024

  The tracking number is ************ here is previous tracking numbers that shows that the ********* ******* failed to forward the package to the Irving ******* that handles my address and the Irving **** .  #************, ************. The managers at the ********* ******* center is not reading the tracking in full and they is not forwarding packages over to the Irving ******* center, and they is lying on the sender and saying that, the sender is not putting in the apartment number, and I have the sender to contact them and they verify but the manager or the rep is handling without passing the call over to the manager, for them to handle. The assigned case complaint sided with the ********* ******* and said that I received the package, when it was noted by the Irving ******* manager who seen the mistake and seen that it was delivered to the wring address and seen where the ********* ******* had changed the address to the old address. On the 9th they claimed that they was going to send the driver back to the ******************************************** address and retrieve the package, they had plenty of time, I called within minutes after seeing that the package was delivered to the wrong address, and the case assigned person claimed that she was on the phone with the manager at the ********* ******* center and that they was making contact with the driver. 

  Customer Answer

  Date: 07/18/2024

  tracking number ***********

  

  Business Response

  Date: 07/30/2024

  Dear : *****************************,
  
  Your report to the Better Business Bureau regarding tracking number ************ was received.
  
  Our records indicate the shipment traveling on package tracking number ************ was tendered to us on July 5, 2024. Unfortunately, there was no address on the package, we researched and located last known location, the package was relabeled and delivered to that location on 7-9-2024 at 10:29 AM.
  
  We made several attempts to retrieve the package and was unsuccessful because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement.
  
  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

• Initial Complaint

  Date:07/12/2024

  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.

  On our American Airlines flight on June 28, 2024, the crew at the ************** failed to place our baggage on our flight. We arrived at the airport in ******, **** without our luggage. The luggage was supposed to arrive in ****** on the next flight from ****** on June 29, 2024. The American Airlines baggage claim agent indicated that he would send the baggage to us in ******, *****On June 29, 2024, the American Airlines baggage claim at the ******, ************ attempted to send us our lost baggage (two suitcases) via FedEx.One suitcase arrived in ******, but the other is supposedly stuck in *******, **, with no anticipated delivery date. I say "supposedly" because the FedEx tracking website says it's in *******. However, after many, many phone calls to and from FedEx, one person in the ************************************* indicated that the last "physical scan" (his words) of the lost luggage was in ******--only the "container" that the lost luggage was supposed to be included in was scanned in ********We have provided FedEx with all of the information requested including a physical description of the suitcase and its contents. If it helps, it is a red soft body suitcase with a bright green TSA lock on the outside. Inside is a smaller, nested suitcase, clothes, gifts and souvenirs from ***** and ********, and unfinished paintings and art supplies.We live in *******, *****, and will return the first week of August, 2024. Time is running out. The FedEx tracking number is ************, and the Korean Air baggage number (the only baggage number we ever received) is 0180202427.Thank you in advance for your help.

  Customer Answer

  Date: 07/12/2024

  FedEx tracking number: ************

  Customer Answer

  Date: 07/18/2024

  FedEx finally delivered the missing suit case today, July 18, shortly before noon. I don't know who I should thank, but it seems I should thank someone, so thank you and thank the people at FedEx.

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

  Customer Answer

  Date: 07/19/2024

   
  Date Sent: 7/18/2024 12:21:01 PM
  

  FedEx finally delivered the missing suit case today, July 18, shortly before noon. I don't know who I should thank, but it seems I should thank someone, so thank you and thank the people at FedEx.

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

  
  

• Initial Complaint

  Date:07/12/2024

  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 delivery driver delivered package to wrong address despite sender providing correct address. Delivery driver did not include apartment number in proof of delivery picture so I am unable to locate and retrieve package. Delivery photo is blurry with no identifying features. FedEx claims sender provided incorrect address which is false. FedEx will not let me file a claim for a mistake made on their end.

  

  Business Response

  Date: 07/15/2024

  Dear **************,

  This is in response to your inquiry addressed to the Better Business Bureau. 
   
  The appropriate Ground facility management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 404525459235.

  Our records indicate a proof of delivery on July 10, 2024, at 6:11 a.m.  Picture proof of deliveries are not allowed to include any address information due to security restrictions.

  You did not note your address in your BBB complaint so we could confirm the address shipper shipped to.

  The shipper sent this package ********** so they must initiate any claim per agreement.

  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:07/12/2024

  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 deliver my package to a wrong address on 6/30/2024 afternoon, and refused to look for it. I live in a apartment with a front desk, but the picture of delivery shows that they put it in front of a house door. They refuse to admit that it was delivered wrong. The company is committed to look for my package and respond within 48 hours. If they found it they would re-deliver to me. I filed a case and called customer service 7/1/2024, they promised to look for it. However, I followed up on 7/3, they said their manager haven't got any information. On 7/4, they closed my case without a reason. I called customer service on 7/4 and 7/5, they told me they don't have any record of where did it go. They refused to provide any information about the *** tracking of the driver, nor did they explained why they didn't look for my package within 48 hours as they promised. The value of the package is over 500 dollars. FedEx is not taking my claim seriously. I have attacked the picture of their delivery, a picture of my front desk, and a picture of the loading dock of my building as the evidence.

  

  Business Response

  Date: 07/16/2024

  Dear *********************:
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  We understand your dissatisfaction with the handling of the shipment traveling on tracking number 276447317242.
  
  Our office has been unable to reach you by phone or by email. Any exception to our normal, quality service is important to us.
  
  The appropriate management has been notified of your concerns for an internal review with the team members responsible for serving your area. 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
  

• Initial Complaint

  Date:07/12/2024

  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.

  On 6/14/24 package was incorrectly routed to a pickup location I never requested. Stayed at pickup location 8days put on a truck and delivered back to pick up location. Called FedEx customer service who insured me this would be returned back to shipper. Stayed at pick up location for 5 days put back on a truck and delivered once again to the pick up location. FedEx policy is to hold package for 5 days at pickup location then reach out to shipper for further instructions. They never reached out to shipper for further instructions. None of your customers service agents can tell me why or give me any information. One agent told me they were just going to keep my package and hung up on me 7/11/24 @11pm est. Called to file a complaint on this agent but the agent taking the complaint wouldnt give me a reference number and still havent received one. Im honestly disappointed at this level of non existent customer service. Would not use fedex for any of my shipping services again. But I would like to know whats going on with this package and why it is not being returned to sender per fedex policy and procedures

  Customer Answer

  Date: 07/19/2024

  Tracking number 275860227996

  

  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 number 275860227996. 

  The Ground facility manager called you on July 23, 2024, and provided information.  The package was returned to the shipper and out for delivery on July 24, 2024.
   
  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:07/11/2024

  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 have received my package today with box being damaged, even fragile sign displayed on box, as well as the inside. I have contacted with ******* - FedEx representative and was promised someone from FedEx will come pick up the damaged package since it's heavy weight. I have waited all day today and contacted FedEx again and spoke with *** - FedEx representative only to be informed that they are unable to get pick up my package even though I informed otherwise. This is not the first time that FedEx keeps damaging all my packages and no one is responsible for this. I am disgusted with how FedEx workers do not care about their jobs and not being careful with products customers order. I am also upset with miscommunication among representatives. I feel I have been ripped off and no one wants to help. I am afraid to buy something that could possibly be delivered by FedEx since they are known for not caring about and damaging products. Can there be something that a customer can decline the damaged product and return to sender? Customers are always left out with no help from them. Thank you and hope to hear from you soon.

  

  Business Response

  Date: 07/22/2024

  Dear **********************:
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  We are concerned to learn of your dissatisfaction with the service you received regarding the shipment tracking number ************. We regret any inconvenience you experienced as a result of this situation. Unfortunately, we are unable to retrieve your package. 
  
  Your concerns regarding a recent delivery have been brought to the attention of senior management responsible for operations in your area. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.
  
  Because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement. The shipper can then contact FedEx for any assistance that they require with a claim.
  
  Respectfully,
  
  FedEx

  Customer Answer

  Date: 07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Thank you once again for helping me with this as well as I am thankful for FedExs response.

  Sincerely,
  
  *************************************

  , AZ 85374