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

12,405 total complaints in the last 3 years.
5,018 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:09/07/2023
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 have filed a previous complaint about your drivers not delivering packages properly. All packages must be delivered directly to the apartment door. If the package does not have an apartment number they will need to stop by the office to ask what apartment number or leave a note advising to pick up the package at a FedEx location. The drivers are still leaving the packages in the elevator bank now. This is a fire hazard and all packages must be taken directly to the apartment door. Also not only are they leaving them in the elevator banks but theyre leaving packages of apartments on the wrong floors. The following tracking numbers are some and I will attach photos as well of others ************ ************ Tracking bu
Business Response
Date: 09/22/2023
Dear ***********************,
This is an additional response to your recent inquiry addressed to the Better Business Bureau.

FedEx takes your complaints very seriously. We understand and are concerned to learn of the issue regarding shipments being released at your apartment community in an inappropriate manner. Please be assured that this has been forwarded to senior management for review and any necessary corrective action with drivers serving your area. As per our discussion, a direct phone number has been made available to you to assist with any future shipments and to monitor this resolution.

Additionally, FedEx may release a package with no signature at a residential (apartment) address if none of the FedEx Delivery Signature Options are selected. Residents of this/your community location have also stressed safety concerns to FedEx, for deliveries made directly to their apartments. If alternate options are not offered in their lease agreement, they may consider registering for FedEx Delivery Manager at:
***********************************************************************;

FedEx Delivery Manager helps to keep track of packages, arrange to pick them up at a nearby location, and get delivery notifications when available. They may also consider requesting signature service or redirect to hold on future orders, that they prefer not to be left at the apartment door.

Please accept our sincere regrets for any inconvenience you have encountered. Your business is very important to us, and we will continue in the efforts to ensure future shipments are handled to your satisfaction.
Respectfully,

FedEx
Customer Answer
Date: 09/22/2023

Complaint: 20572465

I am rejecting this response because:
our residents are not reporting safety issues with packages being delivered at their door but rather the drivers are leaving them other places besides their doors. All packages are to be delivered directly to the apartment door. No packages should be left the mailroom, lobby, office, or elevator banks as we charge our residents for any packages we have to keep in the office. Also yesterday 9/21 we had a very rude driver who delivered packages incorrectly around 3 pm. He was very nasty with the property manager. This should not be happening and for this to be happening for over a year is ridiculous. Something else needs to be put in place and I also need the direct phone number as I have misplaced the one that was provided. When I call FedEx customer service no one knows about the complaints/escalations department. I called yesterday trying to reach your department and still waiting on a call back.

Sincerely,

***********************
Initial Complaint
Date:09/07/2023
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 tracking #************. Promised delivery date 9/7/23. I came home from work at 10:30 a.m. today to wait for this delivery, which was estimated per Fedex to occur between 10:50 a.m. and 2:50 p.m. Fedex did not come to the delivery address. At 2:39 p.m. I received an email and a text saying delivery had been attempted but "no one was home," and delivery was not possible because an adult signature was required. This is a lie. No one came. Had they come they would have left a door tag. This dishonest behavior is a pattern with Fedex now; it's the third time it's happened in the last month or so. I called their "customer service" number *************) and spoke with a very nice gentleman, probably in ***************, who had nothing to offer except to suggest I stay home from work again the following day, or possibly drive to a warehouse someplace and pick up the 40 pound box myself. This customer service rep admitted that Fedex posts false information (no one home to accept delivery) on their official tracking records when they've simply been unable to show up for the delivery, or when deliver is delayed. Nonetheless, this false record stands, and Fedex takes no reponsibility either for their failure or their untruthfulness in documenting their tracking histories. This is a dishonest and completely unacceptable business practice that has to stop.The order that Fedex failed to deliver and lied about is a case of wine. The wine could be ruined from spending excessive time on a hot delivery truck, even if they do manage to deliver it tomorrow (and if I can take another half-day off work to be here). The order including shipping cost $249.58. If the contents are ruined, Fedex is responsible.
Business Response
Date: 09/13/2023
Dear *************************,

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

Tracking data reflects tracking number ************ was received on September 8, 2023 at 1:33 p.m. As we discussed, the appropriate management team has been notified of your concerns regarding the handling of your shipment and an internal review with the drivers responsible for serving your area will be conducted. Please notify your shipper for further assistance regarding reimbursement or replacement, as financial arrangements are with the shipper.

Your concerns regarding the poor customer service experience have been brought to the attention of upper management and will be addressed internally.

We certainly regret any inconvenience you have encountered while inquiring about the status of the shipments. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.

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

Respectfully,

FedEx
Customer Answer
Date: 09/13/2023
I did speak with *******, a courteous and professional representative of Fedex. She told me the company would look into the practice of drivers falsely notating on their official records that package delivery had been attempted when in fact it had not.
Today, I have the exact situation happening again. I've attached three screenshots of tracking information relating to a shipment that was supposed to be delivered to my office at ************************************************************************
I or my colleague, or both of us, are present in the office every day from about 10 a.m. until 5:30 p.m. at the earliest. Sometimes one of us is here until 7 p.m. I'm sitting in my office right now, and will be here until 6 p.m. today. Let's see if another fictitious "delivery exception" will be added to the tracking record by Fedex this afternoon. It's now 3:10 p.m.
Fedex claims to have come here on six successive weekdays to deliver this package (which is 85 pounds of bottled iced tea for office staff and guests). They haven't been here one time on any of these weekdays. They also claim to have come on Saturday and Sunday, when we are actually closed, so I can't really speak to that.
No signature is required for this delivery. We've had this product delivered before, and the driver has left it right outside our door. If a Fedex driver had in fact come, why did they not leave the packages? And, if they had come, why did they not leave a single door tag?
I received no email notifications of any delivery attempts. The only reason I know this is going on is because I wondered where the delivery was, found the original order in my email and then the shipment notification, and clicked the tracking link.
Further, each "delivery exception" is noted to have occurred in *******, **********, which is about 20 miles from me. There is no evidence any driver came to ****, where delivery is supposed to be made.
I would have to say this issue remains unresolved, and cannot yet close this complaint. I look forward to updated information from Fedex.
Thank you,
****
Customer Answer
Date: 09/13/2023

Complaint: 20571701

I am rejecting this response because: the issue is unresolved. I have sent additional information with attachments (Fedex tracking history information) to the BBB just now.

Sincerely,

*************************
Customer Answer
Date: 09/13/2023
Pursuant to what I wrote at 3:10 p.m. today, Fedex has indeed added another fake "delivery exception" to this delivery (tracking #************ - screenshot attached). Fedex is claiming they came to the delivery address at 4:57 and "no one was home/business was closed." This is 100% false. I am still sitting in my office now, at 6:01 p.m. No one from Fedex came here today.
These two packages (weighing a total of 84 pounds) will now be sent to a warehouse someplace, and I will be invited to drive there, collect the packages, and transport them back to my office myself. If I don't, I imagine the packages will be returned to the sender.
What a colossal waste of my time.
I'd like to add this tracking number to my complaint, as another example of Fedex' dishonest business practices.
Thank you,
*************************
Business Response
Date: 09/19/2023
Dear *************************,

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

We are very concerned to learn of your comments describing the drivers serving your area. The appropriate management teams have been notified of your concerns for an internal review with the drivers responsible for serving your area. ************* reflects tracking numbers ************ and ************ was received on September 15, 2023 at 2:46 p.m. Please notify your shipper for further assistance regarding reimbursement or replacement, as financial arrangements are with the shipper. We certainly regret any inconvenience you have encountered.

Your concerns regarding the poor customer service experience have been brought to the attention of upper management and will be addressed internally.

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

Customer Answer
Date: 09/21/2023
Fedex was very responsive once I filed the BBB complaint. The two separate orders that they not only failed to delivery but falsely documented delivery attempts for were finally delivered. A supervisor visited our offices with one of the deliveries and apologized. I appreciate the service and the deliveries.
At this point I will close this complaint. But my concerns remain: I do not know what the problem was or is, and I do not know if it will continue happening, or if I can safely order items to be delivered by Fedex to my home and office. I suppose it it keeps happening I can file a new complaint. But I'd rather have an explanation as to the reason for the problems, and information from Fedex as to how the problems have been solved, if they in fact have been.
It's very clear to me I would have had no recourse with Fedex whatsoever had I not filed a complaint with the BBB. Fedex' "customer service" systems are set up to avoid any and all accountability for failures such as the ones I've encountered, and this is wrong.
Thank you very much for your help. I appreciate it.
*******************************
Customer Answer
Date: 09/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Please do note the following:
Fedex was very responsive once I filed the BBB complaint. The two separate orders that they not only failed to delivery but falsely documented delivery attempts for were finally delivered. A supervisor visited our offices with one of the deliveries and apologized. I appreciate the service and the deliveries.

At this point I will close this complaint. But my concerns remain: I do not know what the problem was or is, and I do not know if it will continue happening, or if I can safely order items to be delivered by Fedex to my home and office. I suppose it it keeps happening I can file a new complaint. But I'd rather have an explanation as to the reason for the problems, and information from Fedex as to how the problems have been solved, if they in fact have been.
It's very clear to me I would have had no recourse with Fedex whatsoever had I not filed a complaint with the BBB. Fedex' "customer service" systems are set up to avoid any and all accountability for failures such as the ones I've encountered, and this is wrong.

Thank you very much for your help. I appreciate it.

*******************************
Initial Complaint
Date:09/07/2023
Type:Sales and Advertising 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 team roping dummy on August 27, 2023. I got a tracking number from the retailer via email and the carrier was FedEx. on Tuesday 09/05/2023 I got a text and email from FedEx saying that my package was out on a truck for delivery. The package was not delivered, on Wednesday 09/06/2023 I again got a text and email that my package was out on a truck for delivery and I got a text that there was a delivery exception on 09/05/2023 and that's why my package wasn't delivered. I called FedEx Wednesday morning on 09/06/2023 and asked what was going on and they assured me that my package would be delivered that day and she said she messaged the local office to ensure it. It didn't get delivered on 09/06/2023 so I called them back at 7:00 PM and asked where it was. They said it was out for delivery and they said the delivery exception from Tuesday was that my package was not put on the truck. My package was not delivered on 09/06/2023 so on Thursday 09/07/2023 I drove to the local FedEx business and asked the clerk where my package was. She had to call someone on the phone to find out, she couldn't access it from her computer. I have another order coming and I got a text and email today 09/07/2023 that said it was out on a truck for delivery. I asked the clerk where that package was and she had to call and she told me that the package was in *********** asked why I would get a delivery notification if it was in ******** and she told me that they had a broken system. They are sending out completely false tracking information to consumers, and then lying when they're asked about where things are. This is the fifth time I've had this issue with them.
Business Response
Date: 09/11/2023
Dear *******************:

We regret this inconvenience to our customers as we work to address temporary service delays concerning your tracking number 773240867793. Our records show it was delivered at 11:59 a.m. on September 7, 2023. This package was delayed due to ongoing industry labor shortages.

Your business is very important to us, and we hope you will allow us other opportunities to serve you.
Respectfully,

FedEx
Customer Answer
Date: 09/11/2023

Complaint: 20570871

I am rejecting this response because:
This does not address the fact that they are sending out blatantly false tracking information and delivery notices. It also did not address the fact that customer service agents are lying to customers. This is the core of the complaint to begin with. It's ridiculous I have to reiterate it here AGAIN!!
Sincerely,

*******************
Business Response
Date: 09/13/2023
Dear *******************:
This is in response to your inquiry addressed to the Better Business Bureau.
The account holder must log into FedEx Delivery Manager to update to update their preferences. Delivery notifications are sent to the contact telephone number and email address on file.?
Your concerns regarding your poor customer service experience while calling our toll-free number have been brought to the attention of management and will be addressed internally.

On behalf of FedEx, we regret 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: 09/15/2023

Complaint: 20570871

I am rejecting this response because: you still haven't addressed the issue of sending delivery notifications when the package isn't going to be delivered. I got delivery notifications three days in a row.

Sincerely,

*******************
Customer Answer
Date: 09/15/2023

Date Sent: 9/15/2023 12:53:07 AM

Complaint: 20570871

I am rejecting this response because: you still haven't addressed the issue of sending delivery notifications when the package isn't going to be delivered. I got delivery notifications three days in a row.

Sincerely,

*******************
Business Response
Date: 09/18/2023
Dear *******************:
This is in response to your inquiry addressed to the Better Business Bureau.
This package was delayed due to ongoing industry labor shortages. Delivery notifications are sent to the contact telephone number and email address on file. Your concerns regarding your experiences with delivery notifications was received and have been brought to the attention of appropriate management and will be addressed internally.
On behalf of FedEx, we regret 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: 09/18/2023

Better Business Bureau:

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

Sincerely,

*******************
11444 ***************
*************, ** 57717

Customer Answer
Date: 09/18/2023

Better Business Bureau:

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

Sincerely,

*******************
11444 ***************
*************, ** 57717
Initial Complaint
Date:09/07/2023
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 package from FedEx which was shipped from ***** Research in the **************.Upon receipt, a duty charge of $38.19 was added. FedEx then chose to add an additional "value-added" charge of $12 for paying the duty charge. This additional fee was never authorized. FedEx decided to add it without notifying me, so I never had an opportunity to decline the service and simply pay the duty charge myself.I have asked FedEx to issue a revised quote without this additional convenience charge but FedEx's response was a copy-paste of the information on their website which failed to address the problem.I assert that FedEx chooses to implement this practice because it is purely beneficial to them. If FedEx allows the customer to pay the duty fee, FedEx may need to hold the package slightly longer. FedEx wants to avoid this, so they simply pay the fee in advance on the customer's behalf. This alone would be fine, but FedEx then charges the customer an additional fee which was never agreed to. The customer has no opportunity to decline this additional charge. Therefore, the fee is invalid.FedEx may, at its discretion, decide to attempt to charge this fee to the original seller/shipper, since the seller is the one who purchased the shipping service. As the recipient, I have no prior agreement or contract with FedEx, and thus FedEx may not charge me additional fees that were not negotiated previously.
Business Response
Date: 09/25/2023
Dear ***********************,

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

After further research, we have confirmed the duty and tax charges for FedEx Invoice number ********* were rebilled to the shipper so there is a zero balance on that invoice you received.

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:09/07/2023
Type:Product 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 got an email from spectrum saying a phone got damaged during transit.. and i won't be able to get a refund
Customer Answer
Date: 09/15/2023
Here's the tracking number 783104473560
and the address it went do
Returns Processing
Charter Communications
*****************************************************************************************
**********
Delivered
9/5/23 at 11:55 AM
Business Response
Date: 09/25/2023
September 25, 2023
Dear Customer;
Your BBB Case #******* has been forwarded to ******************** for review.
Based off our records it appears that you were using a return label to send a shipment back to one of our account holders.
Per our Terms and Conditions, you will have to contact the party (account holder) that sent you the label because the only the shipper can file/dispute a claim on your behalf.
On behalf of FedEx Managment, I apologize and assure you that this matter was taken seriously.
Thank you
Hope I / FedEx Executive Managment / FedEx Ground Claims Department

Customer Answer
Date: 09/26/2023

Better Business Bureau:

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

Sincerely,

***************************
3565 **********
**********, ** 45251
Initial Complaint
Date:09/07/2023
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.
We shipped an expensive coffee machine for repair/maintenance to *****. We insured it for it's value of $3K. It was damaged upon arrival to ****************. They called us, not Fed EX. The shipper has called 3X to get a resolution to this damage but Fed Ex is not willing to oblige. They first asked the shipper to not have the damage repaired because they would send out a ******** one ever went for 2 weeks to the ** site. Then FedEx said send photos inside and out, we aren't sending anyone to the site. Clearly it was damaged and they are using the excuse that we did not use a new or new like box. We used the original box with specific styrofoam to fit the unit. The shipper approved it. The tally for repair is $1400. We spent extra to insure this package. What is the point of insurance if it is mishandled? Clearly something heavy was loaded on top or something happened that disreguarded the multiple FRAGILE stickers on the box.
Business Response
Date: 09/18/2023
September 18, 2023
Dear Customer;
FedEx Ground Shipment #************
Your BBB Case #******** has been reviewed again by Executive Managment.
The outer container does not appear to have been in good condition. per our standard shipping guidelines.
Please contact me at my direct email address ************************************************* to discuss your concerns on this matter further.
Thank you
Hope I / ******************** / *************************************************
Customer Answer
Date: 09/18/2023

Complaint: 20569618

I am rejecting this response because: Fed Ex has maintained that it's all about the box but it was approved by the shipper and was mishandled by Fed Ex. The integrity of the box was compromised. These are the photos after the damage. How can they make that determination from a cell phone photo. They told the shipper to not let anyone repair the machine because they would send out a rep to the site. We waited more than a week and no one went. Then they said no, they were not sending anyone, just take pictures. This box was made for this coffee machine. It had styrofoam that fit perfectly. There were stickers that said FRAGILE on a couple of sides also. Fed Ex violated their own policy on their website stating that they contact the customer of damage to a package and they did not. We had to hear from the repair company about this.

Sincerely,

*************************
Business Response
Date: 09/24/2023
September 24, 2023
Dear *****;
FedEx Shipment #************
I understand your level of frustration with this matter and assure you that FedEx is taking your BBB Case #******** seriously.
Per the contractual agreement we have with the **** (FedEx ************************** they must file/dispute all claims on behalf of their customers. Please advise the location that you shipped your shipment thru that I have sent them an email asking them to contact me directly.
Unfortunately, no additional dispute/information can be addressed/given until the shipper contacts me directly.
Thank you
Hope I/ ******************** / FedEx Grounds Claim / *************************************************

Customer Answer
Date: 09/24/2023

Complaint: 20569618

I am rejecting this response because: **** at Packaging Plus has already spoken with Hope I. on several occasions and has not gotten anywhere on this issue. The fact that **** says she would email the shipper is ludicrous since they have spoken! **** filed a claim on our behalf after the Coffee Store in ***** notified us that the machine was damaged in transit. Fed EX continues to say that this is all about the box. The box was in good condition when it was sent and it was mishandled by the employees through Fed EX. Hence the destruction of the coffee machine. We paid for insurance so that we didnt have to deal with this type of controversy. The shipping store would not have sent this box out if it wasn't approved.

Sincerely,

*************************
Customer Answer
Date: 09/27/2023

Complaint: 20569618

I am rejecting this response because: **** at Packaging Plus has already spoken with Hope I. on several occasions and has not gotten anywhere on this issue. The fact that Hope says she would email the shipper is ludicrous since they have spoken! **** filed a claim on our behalf after the Coffee Store in ***** notified us that the machine was damaged in transit. Fed EX continues to say that this is all about the box. The box was in good condition when it was sent and it was mishandled by the employees through Fed EX. Hence the destruction of the coffee machine. We paid for insurance so that we didnt have to deal with this type of controversy. The shipping store would not have sent this box out if it wasn't approved.

Sincerely,

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

Business Response
Date: 09/29/2023
Dear *****;
I do understand your frustration with this matter and assure you that it has been taken seriously.
Per our Terms and Conditions, the shipper/account holder agreed that they will file/dispute all claims on behalf of their customers. Also, the shipper is aware that if all of the guidelines are not met or followed FedEx has the right to decline a claim.
If the shipper is not happy with the resolution that has been given on the claim, they have to contact FedEx.
Again, I apologize and must maintain that any dispute you have regarding the shipment for Ground Tracking #************ you must speak with the shipper.
A copy of this response has been sent to the shipper's direct email and FedEx Claims will only communicate with them on this matter.
Thank you
Hope I / FedEx ******************** / FedEx Ground Claims Department

Customer Answer
Date: 09/29/2023

Complaint: 20569618

I am rejecting this response because: I'm sorry Hope but I checked with the shipper yesterday and after you emailed me Sunday, I checked with **** yesterday and she had not received an email from you yet. Hopefully a discussion with ****, who inspected the box prior to shipment and authorized it to be used will prove helpful. You have already spoken with **** at least twice. This loop is not productive. I am the one that filed the claim with the BBB because you're initial dispostion of this matter is legally flawed.

Sincerely,

*************************
Customer Answer
Date: 10/02/2023
I have to ask why would Fed Ex allow a customer to take insurance on a package and spend what seems to be a waste of money? I understand they are throwing this back on our shipper but why wouldn't Fed Ex take the blame for mishandling the package? You've sided with the large corporation. This shipper has send thousands of packages and felt this box was qualified to be handled according to the Fed Ex guidelines. Wouldn't the Fed Ex employee receiving the box see that the box was not to the standard? It would seem that after that, Fed Ex could handle it however they want without care, because they can always just point the finger at the shipper in the end and bare no responsibility.
You're effort on our behalf is a disgrace. We will make sure our friends and family know about this. We will not file with your organization in the future. I think you need to examine your mission. What are you in business for? I filed the complaint and the corporation doesn't want to deal with the customer ? They claim they will only deal with the shipper? Push me aside?
I'm inclined to file with the Attorney General here in ************* that would look after it's citizens. You are scapegoating a small business and laying no responsibility at the feet of a large corporation.
*************************
Initial Complaint
Date:09/07/2023
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.
I placed an order to be shipped by FedEx. Tracking number: **********************. Everything was moving perfectly fine until it made it to the *******, ** location. The first day, it went out for delivery, it was out all day and then I check my tracking at 8pm to see that the status is "Delivery attempted, business closed or recipient not available". Which was a lie because one, I was home, two, my apartment complex has no gate. There is 24/7 access to get to my door. And three, the package doesnt even require a signature, if they really came, they could've left it at the door. I nearly forgot the biggest lie of all. This false scan claiming delivery was attempted was done in *******...I live in ************. The next day, it goes out for delivery again, and again it is out all day, just for me to get the update "No delivery attempted". I have called customer service multiple times and they are zero help. They claimed that someone would contact me twice and nothing. Today, one of the reps even guaranteed I would receive it today, which I don't believe for a second. This is the third day in a row it has been out for delivery and I am not confident at all that today is the day it will be received. I just want what's mine. I would rather go and pick it up myself at this point. It shouldn't be this much trouble to get a 7lb box.
Business Response
Date: 09/11/2023
Dear *************************

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

We understand your concerns regarding the delay in transporting the shipment, and deeply regret the difficulties you encountered while calling our toll-free number. Our records indicate the shipment on tracking number ************ was delivered at 12:54 p.m. on September 8, 2023. We certainly regret any inconvenience you have encountered while inquiring about the status of the shipment.

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: 09/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. This is simply because I eventually received my package. I can't say I have confidence that anything will change in the future, so I've washed my hands of the situation. I'll be avoiding purchasing anything that will be shipped FedEx in the future.

Sincerely,

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

, ** 30135
Initial Complaint
Date:09/07/2023
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.
The nature of this complaint is an insurance claim that I filed with Fedex back in August 2023 for artwork that I paid Fedex to pack and ship to museum owners on 7/26/2023. The claim number is C-*********. The tracking number is ************. My Fedex account number is *********** filed the claim on 8/3/2023. I received an email from Fedex on 8/14/2023 with the subject line Your Fedex claim has been denied, Contents said 'Please provide documents that prove the value of the property and/or extent of the loss or damage. I uploaded the proof of documentation for the artwork from the owners of the ****** of ********* Art ($1500). On August 25, 2023, another email from Fedex said the claim was denied, without any explanation-this, despite the fact that the documentation I provided (nine images showing destroyed/damaged artwork and framing and proof-of-value). Remember, I paid Fedex to pack the artwork, not just ship it.My calls to Fedex customer service have been anything but helpful. I was told to email ***************************************** never heard back. Forwarded my original email a week later to ***************************************** never heard back.When I spoke with customer service last night, I was told that my claim will be reopened, but it has not.The documentation I provided clearly shows that the artwork was destroyed, the box crushed in places w/ no stickers alerting drivers to the fragile contents. The follow-up proof-of-value from the museum owners clearly states the value at $1500.00 I paid Fedex to pack it because I thought that they would know best how to pack artwork for shipping. Why deny my claim when the images clearly show my artwork and framing was destroyed and the box damaged?I filed this complaint with the Better Business Bureau in the hopes that no other consumer goes through the terrible experience that I had when using FedEx to pack and ship artwork. I would like to ask that Fedex honor my insurance claim and send me the $1,000 insurance via EFT.
Business Response
Date: 10/06/2023
Good afternoon ****************,
Your claim has been paid for the full amount of $1000 plus your shipping charges. A check was mailed out ot you on October 3rd. Please allow up to 14 business days for it to reach you. Our sincerest apologies for the troubles that you encountered.
Sincerely,
**************** | ******************** | FedEx
Initial Complaint
Date:09/07/2023
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.
This is regarding packages that were dropped off to my address by mistake on 8/24/23. Customer Service was also contacted on the same date of the delivery and a claim was filed. I've called to see when a pickup for the packages will be on these days, 8/28/23, 8/30/23 and 9/1/23 in which that I was told that a driver will be picking them up. An email with a case number was received on 8/28/23, C-********* with ref# ***** which the name in the email was not mine but the email address was. I did a response to the email concerning the issues, but with no resolutions. Another call was made on 9/5/23 and I was told that a pickup was to be done by 6:30pm that day, confirmation# LDJA3202. As of 9/7/23 the packages are still on my porch. I am needing these packages to be picked up FedEx. The address that was supposed to be delivered is: ******************** and not ******************* Dr. ******** numbers for the two packages are: ************ and ************. Thanks!
Customer Answer
Date: 09/08/2023
I am sending this to inform that FedEx has picked up the packages today (9/8/23) at 04:45pm. Thanks!
Initial Complaint
Date:09/07/2023
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 ordered two wreaths from ****************** on 8/31/23 in the amount of $42.78. They were shipped via FedEx and I received the wreaths yesterday afternoon on 9/6/23. Tracking #*********** When I got home the box had white paint all over it. The white paint was white and sticky and everywhere! The paint not only ruined the box but the two wreaths inside because there was no tissue paper or bubble wrap covering the wreaths. When I grabbed the box before noticing the paint, it got ALL OVER my good express work pants. It is like a huge thing of white paint spilled all over the FedEx truck the box was on. The white paint also got all over our new concrete, which I should have them come clean as well. We just built this house and everything is BRAND NEW. We now have white paint all over the concrete from this. I have filed a claim with FedEx but not heard back yet. I would like compensation for the two wreaths in the amount of $42.78 and my good Express editor work pants in the amount of $80.00 plus taxes ($85.60) for a total of $128.38. Thanks.
Business Response
Date: 09/08/2023
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 ************, and the damage
to the contents of package and your property. The shipper will need to be contacted to
initiate a claim for the damaged package since the package was shipped on their billing
information, and the local Ground facility manager will be contacting you to assist with
the property damage to your work pants and concrete. We did call you on September
8, 2023, and left a voice message.

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

Respectfully,

FedEx

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

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

FedEx Corporation is BBB Accredited.