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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  FEDEX

  2200 TriCities Crossing Kingsport, TN 37664

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  Federal Express

  2010 Cumberland Ave 4 Knoxville, TN 37916

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  Federal Express

  2116 N Roan St Ste 1A Johnson City, TN 37601

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  Federal Express

  3752 E. Morris Blvd Morristown, TN 37813

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

• Initial Complaint

  Date:08/31/2023

  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.

  Once again I was told that my granddaughters medication would arrive by noon today and it still hasnt been delivered yet and Ive contacted them again and had talked to a representative and then the supervisor called me and talked to me and all I get is the same BS stating that it will be delivered today and that they cant get ahold of the driver or the route manager! *** told all of the people Ive talked to that this is medication for my terminally ill granddaughter and that she needs it and it isnt something I can go to any pharmacy to pick up!

  

  Business Response

  Date: 09/07/2023

  Dear ***********************,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  Thank you for bringing your concerns to our attention.  Our records indicate FedEx tracking number ************ was scheduled for delivery by noon on August 30, 2023.  Unfortunately, the package encountered a delay, and we attempted to deliver the package on August 31, 2023.  As discussed, the package was refused due to your concerns that the temperature sensitive medication could be spoiled.  The shipper sent a replacement package which was received on September 1, 2023.
  
  The appropriate management team performed an internal review and addressed your concerns regarding the handling of your shipment.
  
  On behalf of FedEx, we regret any inconvenience you encountered and hope to serve you more favorably in the future. 
  
  Respectfully,
  
  FedEx
  
  

  Customer Answer

  Date: 09/07/2023

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

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

  521 ************

  **********, ** 16354

  
  

• Initial Complaint

  Date:08/31/2023

  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.

  Shipped package from Elizabeth ** to *************. 1 Gallon bottle of liquid. Packed as described below:1 Gallon Plastic Container (Similar to Windshield Washer Fluid Container)Placed in sealed plastic bag Placed in Cardboard box Surrounded with bubble wrap on all 6 sides According to FedEx box was damaged to the point where contents were destroyed. FedEx denied damage claim because of inadequate packaging.

  

  Business Response

  Date: 09/01/2023

  Good afternoon ******************,

  Your claim was escalated to the ******************** Office for review. I show that we did an intransit inspection on your package because the box was seen to be leaking a fluid of some type.  Upon that inspection it was determined that the cap was loose and all of the contents leaked out into the plastic bag and eventually leaked out of that bag soaking the box. I see from the included correspondence that you did make a valiant effort to try and prevent leakage. Our package engineers actually recommend that containers, jugs, or bottles have a seal under the cap that is leak-proof with the cap being sealed as well with heat-shrink wrapping. It can then be placed inside a bag and then inside the box. Based on your efforts I will reopen your claim and pay the $100 maximum liability amount for the package. I do not show that we have billed you for the shipping so the check will be for the $100 only.

  Sincerely,

  **************** | ******************** | FedEx

  Customer Answer

  Date: 09/01/2023

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

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

  ****************************** F

  *********, ** 07201

  
  

• Initial Complaint

  Date:08/31/2023

  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.

  My Fedex account numbers are ********* and ********* relating to my online portal which I am having a problem with and cannot obtain resolution through their customer service. I have been unable to add an address in Fedex Delivery Manager. Either I receive the error message which I uploaded or the system states that it sent me an SMS (text) message with a code that I never receive. Their technical support is dysfunctional to such an extreme level that customers are being abused. I have had to call in probably 10 times and still nothing is accomplished and I can never speak with someone in the area that has the knowledge to fix the problem. Representatives just give me the runaround and say they are submitting a case, marking it urgent. Numerous case numbers have been assigned including TR2443734 and TR *******. I asked a rep to have ************************* in administration call me back and she refused to follow up. Anyone I have been able to speak with is very low functioning and often has difficulty even speaking english. The last email response I received, dated 8/26/23, does not even have an individual's name and contact info to follow up with and states I did not verify the account - that is what it is not allowing me to do! I have had greater success in dealing with elementary school children. Fedex management should be deeply ashamed.

  

  Business Response

  Date: 09/07/2023

  Dear ******************,
   
  This is in response to your inquiry addressed to the Better Business Bureau. 
   
  As we discussed,the appropriate management has been notified of your concerns regarding

  the issue you are experiencing on FedEx.com when attempting to add an address to FedEx

  Delivery Manager, and your inability to obtain assistance from technical support representatives.

  Cases have been opened and they are attempting to determine the fix for the issue.  Also, the 

  Sales rep called you on September 5, 2023. to discuss issue, and resolve completely.

  
  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: 09/08/2023

   
  Complaint: 20547553
  
  I am rejecting this response because there is no material action in the Fedex response and they didnt even have the class or courtesy for their respondent to sign with their name and contact info. As they stated, a low-level SALES rep called me but they said there is absolutely nothing he can do to help in any way with these problems other than put me in the phone que with the front line technical supportrepresentatives, which are the ones who Ive already dealt with unsuccessfully countless times up to this point in other words, just throw me back into the meat grinder. The complaint respondent is also lying in that the cases that I started have all been closed by Fedex as resolved, so absolutely nothing is being done to resolve the technical issue or, especially, the appalling customer service. No one at a senior level is involved who has the ability to rectify anything there.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/11/2023

  Dear ******************,
   
  This is in response to your inquiry addressed to the Better Business Bureau. 
   
  As we discussed, the appropriate management has been notified of your concerns regarding
  the issue you are experiencing on FedEx.com when attempting to add an address to FedEx
  Delivery Manager.  Your cases reference the documentation and escalation of the issue.

  This is a Known Issue and it has now been escalated to the Development team, of which is the 

  next level, for resolution. There is not an estimate of when it will be resolved per Technical

  Support at ************** or ****************************************************************************************; They

  suggest you re-attempt to add the residential address to see if you receive the code.  

  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: 09/12/2023

   
  Complaint: 20547553
  
  I am rejecting this response because after a month and a half of efforts trying to get the technical issue resolved with the merchant there is still no resolution. The cases I started aren't even open anymore, being marked "closed". Even more importantly, there clearly isn't the slightest indication that Fedex will be implementing any corrective action for the complete lack of any proper customer support when such issues surface. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/13/2023

   
  Date Sent: 9/12/2023 10:40:43 AM
   
  Complaint: 20547553
  
  I am rejecting this response because after a month and a half of efforts trying to get the technical issue resolved with the merchant there is still no resolution. The cases I started aren't even open anymore, being marked "closed". Even more importantly, there clearly isn't the slightest indication that Fedex will be implementing any corrective action for the complete lack of any proper customer support when such issues surface. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/14/2023

  Dear ******************,
   
  This is in response to your inquiry addressed to the Better Business Bureau. 
   
  Your cases reference the documentation and escalation of the issue. and the issue
  has been escalated to the next level of which is the Development Team.

  This is a Known Issue and there is no estimate for resolution.  Customers with this
  

  issue will be unable to add any additional addresses to FedEx Delivery Manager.

  Technical support suggest you attempt again to see if you receive a code.  Also, they
  

  suggest you call them directly if you have additional questions and/or utilize the 

  virtual tool.

  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: 09/14/2023

   
  Complaint: 20547553
  
  I am rejecting this response because the respondent did not provide contact information for a proper senior level individual for follow up who can speak intelligently and has the capability to get things done. As conveyed previously, the generic Fedex "technical support" line is not capable of any task other than maybe resetting a password and nothing they submit gets followed up with properly. I have been through the meatgrinder there before this issue and an adequate point of contact is required to get anything accomplished.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/14/2023

   
  Date Sent: 9/14/2023 10:44:46 AM
   
  Complaint: 20547553
  
  I am rejecting this response because the respondent did not provide contact information for a proper senior level individual for follow up who can speak intelligently and has the capability to get things done. As conveyed previously, the generic Fedex "technical support" line is not capable of any task other than maybe resetting a password and nothing they submit gets followed up with properly. I have been through the meatgrinder there before this issue and an adequate point of contact is required to get anything accomplished.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/15/2023

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

  This is a Known Issue and there is no estimate for resolution.  Customers with this
  issue will be unable to add any additional addresses to FedEx Delivery Manager
  during this period.  Your case is already escalated as has been previously mentioned.

  There is no additional phone number to provide for Technical Support is the correct

  department and the Development team is attempting to resolve the Known issue. 

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

  Customer Answer

  Date: 09/15/2023

  Complaint: 20547553
  
  I am rejecting this response because the respondent did not provide contact information for a proper senior level individual for follow up with on this or any future issues who can speak intelligently and has the capability to get things done. As conveyed previously, the generic Fedex "technical support" line is not capable of any task other than maybe resetting a password and nothing they submit gets followed up with properly. I have been through the meatgrinder there before this issue and an adequate point of contact is required to get anything accomplished.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/15/2023

   
  

  From the CONSUMER:

  Sent 9/15/2023 10:45:19 AM

  Complaint: 20547553
  
  I am rejecting this response because the respondent did not provide contact information for a proper senior level individual for follow up with on this or any future issues who can speak intelligently and has the capability to get things done. As conveyed previously, the generic Fedex "technical support" line is not capable of any task other than maybe resetting a password and nothing they submit gets followed up with properly. I have been through the meatgrinder there before this issue and an adequate point of contact is required to get anything accomplished.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/22/2023

  Dear ******************, 

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

  This is a Known Issue, however it is not probable that customers would be

  be able to register a second address, because FedEx Delivery Manager

  may be unable to validate and register addresses, other than the primary 

  address, thus the error message.  Your case is escalated for review, 

  however FedEx Delivery Manager has strict security guidelines, so you

  will be unable to add another address unless advised otherwise. 

  There is no additional information we can provide about the case or contact

  information.

  Please accept our sincere regrets for any inconvenience you have encountered.

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

  more satisfactorily in the future. 

  Respectfully, 
  FedEx 

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20547553
  
  I am rejecting this response because the reply from the representative is incorrect. The format of the Delivery Manager area is configured for more than one address and I've already had multiple addresses there for some time. The issue is i couldn't revise what is there or add a different address if I delete a pre-existing one.

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

  Customer Answer

  Date: 09/25/2023

   

  From the CONSUMER:

  Sent 9/23/2023 1:11:55 AM

  Read by ******************** on 9/25/2023 9:38:58 AM

   
  Complaint: 20547553
  
  I am rejecting this response because the reply from the representative is incorrect. The format of the Delivery Manager area is configured for more than one address and I've already had multiple addresses there for some time. The issue is i couldn't revise what is there or add a different address if I delete a pre-existing one.

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

  

  Business Response

  Date: 09/29/2023

  Dear ******************,
   
  This is in response to your inquiry addressed to the Better Business Bureau. 
   
  As we discussed, the appropriate management has been notified of your concerns regarding
  the issue you are experiencing on FedEx Delivery Manager when attempting to revise or add

  a different address, after deleting the previous address.  We have advised you this is a known

  issue previously, and the Development team is reviewing, so this option is currently unavailable. 

  Also, while FedEx Delivery Manager does allow customers to add some additional addresses,

  all must be able to be validated by system, otherwise it is not an option.  There is no further

  information that can be provided at this time. 

  Please accept our sincere regrets for any inconvenience you have encountered. We value the
  

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

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20547553
  
  I am rejecting this response because the Fedex representative did nor provide a solution to this problem that has been going on for a long time and, more importantly, did not provide an escalated contact person for follow up with on this or future issues. The standard Fedex customer support system and personnel are completely inadequate for resolution of any issues other than the absolute simplest of things that we can usually do on our own through the website.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/31/2023

  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 ordered an item off of ******* around August 22, 2023. It was shipped around that time as well. On August 24, 2023 it arrived at ******, ** where it stayed until August 28, 2023 when I contacted them and questioned why it was at that location so long. They lied to me and told me that it was in **** control. I checked on August 29, 2023 and they said that it was on its way. It finally arrived at *********, ********* on August 30, 2023 when they said it was out for delivery. They then said that I refused the package but they never showed up at my location. I proceeded to call them on August 31, 2023 when I talked to Sheen and she said it was at my post office and I refused the package. I informed them I did not refuse the package and then asked to speak with a supervisor and they refused to let me speak with a supervisor. I would like a true explanation as to what happened. I suspect they lost the package and created a false label to try to get something to move through their system then fraudulently said I refused the package.

  

  Business Response

  Date: 09/12/2023

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

  We regret any problems you encountered while inquiring about the status of the shipment traveling on package tracking number ********************.  Our records indicate package tracking number ******************** was returned to the shipper and delivered on September 6, 2023 at 10:13 a.m.  Disappointingly we have not been successful in speaking with you about this matter.  Please notify your shipper for further assistance regarding reimbursement or replacement, as financial arrangements are with the shipper.
   
  On behalf of FedEx, we regret any inconvenience you have encountered.  
  
  Respectfully, 
  
  FedEx
  

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  On August 25th, I received an update that a package I had ordered was delivered. As you can imagine, I was extremely excited to receive said package because I had been waiting over a week for my order. When I checked my front door, you can imagine my surprise when the package was nowhere to be found. I quickly checked the confirmation message and noticed that door in the picture did not match that of my door. I quickly reached out to FedEx to report the issue in an effort to request contact be made to the driver to retrieve my package and deliver it to the correct location. You see, this issue happens frequently enough that I had a good idea as to where my package was and that was in the town nearest us which has, in the past, been where my packages have been delivered in the past. I thought that when I provided this information to the customer service person, I would have a quick resolution and boy, was I wrong. First, the agent on the line, *****, barely listened to me. After spending 5 minutes on the line explaining, the first thing he said was something along the lines of "what were you calling about". So, I explained again to be told that he would put in a claim, and I would have to wait for a response and resolution. I asked to speak with a supervisor and was sent to ****** who started the call with "how are you" and my response was "I've been better" and she responded with "glad to hear it". Glad to hear it? Yet another person not listening. Needless to say, I spend over 2 hours on the phone trying to get a resolution and here I sit, waiting for an update that I was promised today no later than 1:12PM (their timeline). I am left with no order and no way to resolve this issue. The customer service has been abhorrent and none of the people I have spoken with have actually provided me with any real resolution. I am tired of trying to reach out to them and I need help. This has been so exhasuting.

  

  Business Response

  Date: 09/11/2023

  Dear ***********************:

  Our records indicate that your shipment was delayed while being processed at our sorting facility. Tracking data reflects that tracking number 635596196386 was delivered at 12:50 p.m. local time on August 25, 2023 . 
   
  We understand your concerns regarding the delay in transporting the shipment, and deeply regret the difficulties you encountered while calling our toll-free number. Per our conversation this shipment was not located and the shipper has been contacted for a replacement. 
   
  Customer satisfaction remains our highest priority, and we take very seriously your comments regarding the service you received. Your concerns regarding your poor customer service experience have been brought to the attention of management and will be addressed internally. 
   
  On behalf of FedEx, we extend our sincere regrets for the inconvenience you have encountered. Your business is very important to us, and we hope you will allow us other opportunities to serve you. 
   
  Respectfully, 
   
  FedEx 

• Initial Complaint

  Date:08/30/2023

  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 have my stuff delivered) by FedEx. They don't do what they say they're going to do. They don't listen and because they don't listen when they delivered to the wrong place my boxes got stolen. And I had a driver hit me. I filled two police report s on them one because the items got stolen and another one for him hitting me. And I want them to be held at responsible for what they did and he did.

  

  Business Response

  Date: 09/06/2023

  Dear ******,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  We are concerned to learn of your dissatisfaction with shipments that have been released on your property.? Due to safety concerns, the driver is unable to deliver shipments to ***********************************************************
  
  The appropriate management has been notified and an internal review has been performed. Management advised all FedEx Ground packages can be delivered to ****************************************************** and that all packages must be addressed to that address in order for ** to be able to deliver to you.
  
  At FedEx, safety is a top priority. We hope that we will have future opportunities to serve you more favorably.
  
  Respectfully,
  FedEx

• Initial Complaint

  Date:08/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a couple of items including an all in one desktop computer, screens, a laptop and a custom built laptop all worth over ***** USD. All the other items were delivered to the specified address with the exception of the custom built laptop worth over **** USD. Due to my business schedule, I was out of the country for an extended period of time. In addition, the ***** related travel restrictions did not make it possible for me to return to the US for a while. FedEx claimed this item was delivered in August 2022 and I trusted that it was delivered. However, when I returned to the US some weeks ago, I discovered this item was not delivered. The individual who signed for this item as received has never been employed in the address I indicated. Now I am requesting FedEx to provide me with the picture evidence and the exact address this item was delivered to and they have refused to investigate this issue and stating that it has been about a year since it was delivered.

  

  Business Response

  Date: 09/05/2023

  Dear Emuobosa Utake:

  This is in response to your inquiry addressed to the Better Business Bureau. 
  
  Our records indicate the shipment on tracking number ************ was tendered to FedEx on August 12, 2022 and delivered on August 15, 2022 at 2;33 p.m. local time.  We are concerned to learn of your report that the shipment was not located.? Additional research has been conducted in an effort to locate the shipment.? We regret that we are unable to provide additional information regarding the location of the shipment.? We ask that you contact the shipper for further assistance regarding reimbursement or replacement.? The shipper can contact FedEx regarding a claim.? 
  
  Please accept our sincere regrets for any inconvenience you have encountered.? We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future. 
  
  Respectfully, 
  
  FedEx 
  

   

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20544952
  
  I am rejecting this response because: the shipper has refused to carry out any investigation. Also, FedEx should be able to inform me of where this item was delivered. What is the form of identification did the person who signed this item provide? There has never been any individual by the name ************** at the location I requested this item to be delivered to.
  
  Sincerely,
  
  Emuobosa Utake

  

  Business Response

  Date: 09/12/2023

  Dear Emuobosa Utake:

  Your report to the Better Business Bureau regarding tracking number 601736628995 was received. 
   
  The appropriate management has been notified of your concerns for an internal review with the drivers responsible for serving your area. We certainly regret any inconvenience you have encountered. 
   
  After further research, our records indicate your package was delivered 13 months ago August 15, 2022. If the shipment has not been located as the financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement. The shipper can contact FedEx for a claim if needed. 
   
  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: 09/12/2023

   
  Complaint: 20544952
  
  I am rejecting this response because: I need the proof of the specific address where this item was shipped to and the proof of identification of the individual who signed to receive this shipment.
  
  Sincerely,
  
  Emuobosa Utake

• Initial Complaint

  Date:08/30/2023

  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.

  7/22/23 Purchased two ***************** (AS) Titan Toilets from ******** store ********, **. $583.41 plus $178.61 shipping. On 8/16 when shipment arrived at FedEx depot in *******, ** both toilets were severely damaged. I received conflicting reports from Vendor and shipper on what exactly happened and what was to be done. Replacements are to be shipped to me from ******** on or about 9/2/23. I need this shipment as Menards is the ONLY vendor AS sells this model though. The aggravation to his point has been hormendous. I am requesting that, at no cost to me, FedEx AND ******** arrange for shipping by FedEx white glove or custom Critical service for a better chance of my receiving the two toilets intact.

  Customer Answer

  Date: 09/08/2023

  Why have I not heard anything further from BBB regarding my complaint with ********? I understand the special order toilet was received three days ago (at least) and yet it and the other toilet still have not been shipped out on its way to me! Also, I am getting mixed signals as to the possibility of having the twotpoilets shipped out by *** instead of Fedex. Then I am told shipping is onloy with FedEx. THIS IS NOT THE FIRST TIME I HAVE BEEN GIVEN CONFLICTING INFORMATION FROM ********!

  

  Business Response

  Date: 09/22/2023

  Dear *************************:
  
  Your report to the Better Business Bureau regarding tracking number ************ was received.
  
  We regret to learn of your report that the contents of your shipment were damaged. We ask that you contact the shipper for further assistance regarding reimbursement or replacement. The shipper can contact FedEx regarding a claim.
  
  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: 09/22/2023

   
  Complaint: 20544782
  
  I am rejecting this response because:

   

  I cannot accept their lame apology for their stunningly incompetemt handling of not only the original shnipment of two toilets but the second try as well, also ending in disaster. For the cowardly namelss FedEx wonk who wrote this drivel to define what I have had to endure as an inconvenience is a massive understatement! The author is both insensitive and ignorant of what my wife and I have had to endure. Simply put FEDEX DESTROYED BOTH THE FIRST AS WELL AS THE SECOND SHIPMENT!!!! THEY LEARNED VIRTUALLY NOTHING FROM THEIR CONTINUED INCOMPETENT HANDLING OF THE SECOND FAILURE! Nor do they care. It appears that their product mishandling resulting in fatal damage costs them nothing. Like a sociopath, they feel NOTHING! They cant even get their act together to pick up the damaged toilet that did make it to my house which the driver refused to take back with him. Perhaps they would be willing to pay me the $178.61 shipping charge I paid Menards and call it recompense for storage since it's delivery on September 9th, when ******** provided me with a claim number C-********* and advised me to expect contact from FedEx to arrange for a pick up of the damaged toilet. As of this date, September 22, I HAVE NOT RECEIVED SUCH A CALL!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2023

  Dear *************************:
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  Customer satisfaction remains our highest priority, and we take very seriously your comments regarding the service you received.
  
  As we discussed, your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement. The shipper can then contact FedEx for any assistance that they require with a claim.
  
  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: 09/27/2023

  I will neither accept nor reject this latest response from FedEx but I would like to acknowledge *****'s efforts to go above and beyond FedEx's areas of responsibility by communicating with ******** ********, **  to help resolve the removal of the broken toilet delivered here on September 9th. Unfortunately, their incompetence resulted in NO arrangement for pick up of the toilet on my property either on the original claim form was created, September 9th, nor when ***** spoke to ******** ******** on September 21st. 

  Customer Answer

  Date: 09/28/2023

   
  Date Sent: 9/27/2023 3:18:27 PM
  I will neither accept nor reject this latest response from FedEx but I would like to acknowledge *****'s efforts to go above and beyond FedEx's areas of responsibility by communicating with ******** ********, **  to help resolve the removal of the broken toilet delivered here on September 9th. Unfortunately, their incompetence resulted in NO arrangement for pick up of the toilet on my property either on the original claim form was created, September 9th, nor when ***** spoke to ******** ******** on September 21st. 

• Initial Complaint

  Date:08/30/2023

  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.

  Friday 8/18/23 at 920am I sent a package for FedEx Priority Overnight. Delivery on Saturday 8/19/23 before 12pm. I paid $313.86 for this service. At 5:55pm on 8/18/23, I rcvd a call from ******** manager stating she mixed my package and will not be delivered until Monday 8/21/2023. I asked her about a refund. She stated to call 1800GOFEDEX to request a refund. I called 1800GOFEDEX and they are closed and not open on the weekend. I called 180-GOFEDEX on 8/21/2023 at 12:26pm and spoke with Rep **** who advised that package needs to be delivered first before refund can be requested due to not having an invoice#. **** advised go back to store to have clerk correct issue. Drove to store and spoke with Asst. ******* *****, who said *** will need to correct issue. She can't do anything and that Corporate needs to issue refund. Called 1800Gofedex and revenue unit rep ***** on speakerphone with ***** and office clerk ***** was listening. ***** requested I ask ***** if there were any service delays for Friday. ***** said No. Asked if there was a weather delay for Friday. ***** said no. Asked if there was weather or service delay for Saturday ***** said no. ***** gave steps to file a claim. Filed claim and it was denied. I have called Fedex requesting a refund of $313.86 on 8/21/23 with *****, 8/22/23 with *******, Who stated no invoice on file and to call back 8/30/23 to request refund. Called 8/30/23 at 7:43am Revenue rep ****** who said he doesn't see a delivery date of 8/19/2023, advised legend of email and printed receipt from store showing 8/19/23. Asked to speak to supervisor. ****** said we don't send angry customers to superiors. He cant resolve issue and said *************# is for escalation team. Called ****# is for collections. I have several other calls, times, notes, and photos showing proof. I also got hung up twice by revenue rep ***** and *****. I feel scammed, unheard, and disappointed when I trusted this CO. I read terms/cond I am *********** a refund.

  

  Business Response

  Date: 08/31/2023

  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 782668669550. 

  A credit has been processed for the invoiced amount of $298.27.  Please allow

  3 to 5 business days.
   
  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:08/30/2023

  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.

  1/2 of all deliveries are left outside my apartment building front door. I have called and spoken with distribution center staff that they CANNOT DO THIS and it still happens. I have had everything from low value nothing, to an E-Bike left outside and later I can't find my things. And of course fedex NEVER admits guilt or liability about any of this. I have lost more ordering and shipping through FedEx here in ************* than I have combined my entire life. This needs to stop! There is no accountability and no way to contact anyone that can do anything. Customer support is a crying laughing joke of a call center that 9/10 times can't do anything to help anyway. I am sick and tired of Fedex passing the buck because they don't want to do do diligence!

  

  Business Response

  Date: 09/01/2023

  Dear ***,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  We are concerned to learn of your dissatisfaction with shipments that have been released on your property. The appropriate management has been notified of the situation for an internal review with the drivers responsible for serving your area. We certainly regret any inconvenience you have encountered.
  
  If the shipment has not been located, because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement.
  
  We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
  
  Respectfully,
  FedEx