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

12,376 total complaints in the last 3 years.
4,997 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:08/18/2023
Type:Service or Repair 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 pair of W Bondi SR shoes from Hoka that was shipped to my apartment in ******. FedEx is the ones who were delivering my package. The address was missing my apartment number however they delivered it to a random door anyways. Since there was no unit number provided they should have left it at the office or not deliver it at all and contact the shipper (me) for the full address. I have contacted them multiple times in hopes of locating where the FedEx driver dropped off my package but they will not help me at all and have not provided kind customer experience including one time where they talked over me and then hung up while I was still talking. These shoes are $200 that I bought for the start of my nursing program, I am not sure where they dropped off my package because the picture of proof of delivery shows a doormat that is not owned by me, my complex is has multiple units so I have no clue where my shoes could be.
Customer Answer
Date: 08/19/2023
FedEx tracking number: 685725293034
Customer Answer
Date: 08/19/2023
FedEx tracking number: 685725293034
Business Response
Date: 08/28/2023
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 package tracking number 685725293034.

Your concerns that delivery information was recorded for the shipment at your old address instead of your new address and or apartment number has been brought to the attention of local management responsible for your your FedEx Ground operations in ******, **.

Because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement. The shipper can contact FedEx for any assistance that they require with a claim.

On behalf of FedEx, please accept our sincere apologies for any inconvenience you were caused.

Respectfully,
FedEx
Customer Answer
Date: 08/28/2023

Complaint: 20493314

I am rejecting this response because:
I contacted **** and they said they cannot do anything because the address was invalid since there was no apt number listed. They said I needed to contact FedEx. FedEx is responsible for my lost package because they shouldnt have delievered the package to an apartment complex without knowing the apartment number to deliver it to. They picked a random door and dropped it

Sincerely,

***********************
Business Response
Date: 09/01/2023
good morning ******************,
Your claim has been escalated to the ******************** Office for review. Our records show that you are the recipinet of this package. As a result of contractual agreements between FedEx and the shipper, you will need to reach out to the shipper and request a waiver releasing their rights to file the claim to you. While anyone can file a claim, we either need the release giving you their rights to the claim or the shipper will need to file the claim, because we can only handle a claim with the party that paid the shipping costs. Please reach out to them and return the waiver to us.
Thank you,
**************** | ******************** | FedEx
Customer Answer
Date: 09/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. What do I do after if they accept or refuse to waiver their right?

Sincerely,

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

, WA 98902
Initial Complaint
Date:08/18/2023
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.
My $135 package was sent to wrong address and I had thebcorrec t address on my account with ****, ********************** screwed up
Business Response
Date: 08/28/2023
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 649782408064.
A pickup was scheduled to retrieve package from address on August 24, 2023,
however there was no response, so the driver will make several more attempts.
The shipper will have to file a claim if we are unable to retrieve the package.

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: 09/01/2023

Date Sent: 9/5/2023 11:51:20 AM
I never received the package, however I will be filing a complaint against **** as they are the reason why I didnt get the package. thanks Fedex
Customer Answer
Date: 09/05/2023
I never received the package, however I will be filing a complaint against **** as they are the reason why I didnt get the package. thanks Fedex
Initial Complaint
Date:08/18/2023
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 placed an order for dog food through Chewy.com. it was shipped out via FedEx with a delivery date of August 16th, tracking number ************. I received notification from FedEx at 6:37 am on Aug 16 that my order was "out for delivery" and would arrive that day. It never arrived. I called, and after a major hassle getting ahold of a human, I was lied to multiple times. So I called chewy. They could tell via their system that FedEx lost it. When I called FedEx I was GUARANTEED a follow up call, and that the order would arrive the next day. It has not arrived. It is still lost. They are doing absolutely nothing to find it, nor have they provided me with any updates. This has happened to me multiple times with FedEx. They are an unreliable, disgrace of a company that feels no obligation to live up to the contract I formed with them for delivery, nor do they make it right, nor do they follow up like they say they will. All they do is lie and get away with it. I want a follow up from FedEx, I want my delivery to be found and delivered immediately, and I want an apology for the lies and for the amount of my time they have wasted since Aug 16th. They frankly should have a class action lawsuit filed against them for breach of contract, as I'm sure I'm not the only one this has happened to.
Business Response
Date: 08/24/2023
Dear *******************************:

This is in response to your inquiry addressed to the Better Business Bureau for tracking number 644838393783.

We regret that your shipment has not been received. Although additional research has been conducted, unfortunately, 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 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:08/18/2023
Type:Billing 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 June 15,2023 my company, *************** received an invoice from FedEx in the amount of $248.34.I knew the invoice was incorrect and the overcharge was almost $150.I called FedEx for a bill adjustment and finally on June 28, 2023, I spoke with a ***** at 10:03 AM.I explained the situation and ***** confirmed that my company was overcharged. He stated that a corrected invoice would be mailed with a total amount due of $102, instead of the $248.34.***** also provided me with a reference number - **** ***** for future potential issues with this overcharge.I never received a corrected invoice but instead received threatening letters from FedEx, the first on June 18, 2023, threatening collection procedures. I then received a second letter on August 6,2023 stating that if I did not pay the $248 in full my FedEx. account privileges would be terminated by August 21, 2023.I then called FedEx again on August 15 and was told that the full invoice of $248 was still due.My FedEx account number is *************** original invoice number is ***********
Business Response
Date: 08/24/2023
Dear *********************************:

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

We apologize for this inconvenience and the charges were credited in the amount of $146.34 for original invoice number ***********. The balance is $102.00, and a new invoice will be mailed via USPS. If invoices adjustments are required in the future, please contact Revenue Services at **************.

On behalf of FedEx, please accept our sincere apologies for any inconvenience you have encountered while inquiring about the status of these shipments.

Respectfully,

FedEx
Customer Answer
Date: 08/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution as long as FedEx sends me a corrected revised invoice for $102 instead of the $248 that was incorrectly billed to my company

Sincerely,

*********************************
****************** 1125
********, ** 10017
Initial Complaint
Date:08/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
FedEx package deliveries never show on time. Packages show out for delivery for days. FedEx drivers leaving packages in the yard away from the home at 10pm. You can not get a human on the phone for any reason. The fact that shipping is so expensive and this happens almost every time fedex is bringing a package. A lot of times the packages never even make it to you. They constantly deliver to wrong addresss. Impossible to get help with FedEx issues.
Business Response
Date: 08/24/2023
Dear ****,

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

Our records indicate that both tracking numbers ******************** and ************ were delivered. We certainly regret any inconvenience you have encountered while inquiring about the status of the shipment.

Your concerns regarding the delivery have been brought to the attention of management responsible for operations in your area. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.

Respectfully,
FedEx
Initial Complaint
Date:08/18/2023
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.
Aug 11th 2023 I ordered a package of triple bunk beds for ****** off of Walmart.com. FedEx is the delivery service it was shipped with. Aug- 16th it was marked delivered with a proof of photo. Not only was there no package in the proof of photo, but it was delivered to a house after my instructions with them stated I lived in an apartment dwelling. That same day, not even five minute later, I called FedEx and informed them it was not delivered to me but to a home I have never seen. They put in a ticket and said theyd get back to me. They did not. I called again that evening to check in. Was given the same answer. No one called back. I called the next morning to receive the same answer. No one called again. Than that afternoon. So Aug, 17th 2023, I still had heard nothing. I called back. A woman assured me she personally took over my ticket and would personally see it was resolved and call me with every update. I never heard back. So that evening Aug 17th 2023 around 545pm I called FedEx again. To be informed there was no info on someone taking over and that there was a ticket and it was being looked into and Id get a call back with an update. At which that point I gave an attitude and ended up hanging up. It is now august 18th 2:10pm and I have had zero updates on my package unless I called and asked for one. I just want them to either get the package to me, or get me the money I spent on the beds that I wasted.
Business Response
Date: 08/24/2023
Dear *************************,
Your report to the Better Business Bureau regarding tracking number ************ was received. ? FedEx is concerned that we failed to meet your expectations.

Your concerns regarding your poor customer service experience,while trying to track your shipment to *************, were noted and researched. They have been brought to the attention of appropriate management to be addressed internally.

After further research, the package was verified delivered correctly. Regrettably the shipper appears to have put two labels on one box,and the alternate label was verified as correct to the delivery location recorded.   Because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement. Please follow-up with them directly, regarding any remaining available services for your shipping transaction.

We extend our apologies for any inconvenience you experienced because of this situation. Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,

FedEx

Customer Answer
Date: 08/24/2023

Complaint: 20491307

I am rejecting this response because: the issue may have been resolved on their end, however not one time was I updated about any of this unless I contacted them first. When each and every person stated I would hear back within 48 hours. And they decided that wasnt necessary. The customer service guidelines apparently arent made to be followed which caused issues on this end. Regardless of the place of delivery being correct the delivery on my end stated it was in fact delivered in ******* **. when I stated that to the FedEx employee upon their call today, August 24th 2023 (the first time they have contacted me since the ordeal on the 16th) I was told I was incorrect seeing as they dont list addresses. I informed her she was incorrect. She stated that ******* mustve been where I received my information of delivery from. Again I informed her it was their website. Again I was told that wasnt possible. She looked into it and stated finally that o was in fact correct. And that it was considered corrected upon their end.

Sincerely,

*************************
Business Response
Date: 08/28/2023
Dear *************************,

Thank you for your reply. Our apologies that we may not have answered to your satisfaction.

FedEx is concerned that we failed to meet your expectations. The complexities of a double labeled shipment are not necessarily apparent, until in depth research is complete.We sincerely regret any discrepancies caused, as noted in your service interactions or online tracking experience.

The shipper has been made aware of this issue, so that you may follow-up with them directly,regarding any remaining available services for your shipping transaction. We are certainly aware that our customers expect only the best possible service and will continue in our efforts to ensure future shipments are handled to your satisfaction.
Respectfully,

FedEx
Initial Complaint
Date:08/18/2023
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.
We filed this damage claim with FedEx, at the beginning we were told that it was improper packaging, followed by FedEx that shipping paintings there is a liability limit, coming with new excuses. We ship paintings almost weekly to various places in *******, we do packaging and shipping for auction houses and the person making the packages is always the same, so we package the same for all our customer. Please review attached pictures, the tracking number for this package is ************ please help. My customer has been waiting for this claim for a long time. Note, pictures attached were sent to us from our customer.
Business Response
Date: 08/24/2023
August 24, 2023
*************************
5035 FM ***********************************
FedEx Shipment #************
Your BBB Case #******** has been escalated to ******************** for additional investigation.
First and foremost, I would like to apologize for the loss/damage that occurred with your shipmen while in FedEx's possession. After reviewing the claim further, I found that it needed to be reprocessed for payment due to the loss/damage.
The claim has been paid in the amount of $909.02 as the full and final settlement. I based the payment off your written statement of your cost and the similar value you found on the internet. Our Terms and Conditions do state that if the original proof of value is not provided the documents you provided can be used and the payment can be mitigated. Also, the declared value amount you had purchased exceeded the Limit of Liability for the commodity that was being shipped and the most that FedEx would have been liable for would have been $1000.
Again, I apologize and hope this payment and explanation will help restore your faith in FedEx.
Thank you
Hope I / ******************** / FedEx Ground Claims Department

Business Response
Date: 08/24/2023
August 24, 2023

*************************
5035 FM ***********************************

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

Your BBB Case #******** has been escalated to ******************** for additional investigation.

First and foremost, I would like to apologize for the loss/damage that occurred with your shipmen while in FedEx's possession. After reviewing the claim further, I found that it needed to be reprocessed for payment due to the loss/damage.
The claim has been paid in the amount of $909.02 as the full and final settlement. I based the payment off your written statement of your cost and the similar value you found on the internet. Our Terms and Conditions do state that if the original proof of value is not provided the documents you provided can be used and the payment can be mitigated. Also, the declared value amount you had purchased exceeded the Limit of Liability for the commodity that was being shipped and the most that FedEx would have been liable for would have been $1000.

Again, I apologize and hope this payment and explanation will help restore your faith in FedEx.
Thank you
Hope I / ******************** / FedEx Ground Claims Department

Customer Answer
Date: 08/24/2023

Better Business Bureau:

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

Sincerely,

*************************
5035 FM **** Rd
******, ** 77388
Initial Complaint
Date:08/18/2023
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.
July 22, 2023, I sent a package Global Express Guaranteed.This is a service that links the **** with **********************.I initiated the transaction at the Post Office in **************.The package was to be delivered in **********, ****************** no later than July 26, 2023 with the delivery via ********************** at a cost of $164.**** delivered the package to ********************** but, until I filed a formal complaint with ********************** on August 3, 2023, they continued to say they had no record of the item.Suddenly on Aug 3, they found the item, said it was in ***** ******* and on its way to *******.In my complaint I asked to have the item returned to me since the recipient was no longer in DR. ********************** acknowledged receipt of my complaint in an email that you cannot respond to.Checking the status of the tracking number now says the package is in ***********.Checking the status of my claim for the package produces the same information.There is seemingly no method for communicating on the website with a real person.It's a bot or not!Calling their customer service number and asking to speak to a real person requires an account number and the tracking number.I gave them both but they say no such combination exists (prob because the acct was established after the the item was sent when I was requ'd to open an acct in order to file a claim).Now people from ********************** are calling me and telling me that customs is requiring a copy of my passport and ID.But they give me the same customer service number to call that won't let me speak to a rep without the account number and tracking number ******************************* has effectively set up a website and cust service system that is in every way designed to keep customers from speaking with a real person in order to resolve complicated issues like this one.The pkg contained my daughter's prescription eyeglasses which she needed while vacationing in **********.She's been back for weeks and had to purchase new glasses.I simply want postage refunded and pkg returned or paymt for the glasses.
Customer Answer
Date: 08/21/2023
Hello. A FedEx rep called me today. Instead of calling to ask me questions to further the investigation she told me that I needed to file a claim. I told her that I did that. She basically told me that I didnt. I have email confirmation of a claim filed and a case no. assigned. Then I got a lecture about claim numbers vs case numbers and told that I needed to file another claim. *** done that and refused to do it again. She said shed check with their claim ***** She called later and said that my package was held in customs and they needed my passport info to get it back. Since it was in FedEx hands in the US when I filed my claim and they did nothing to get it back and since I dont want it delivered to ************* but simply returned, Im not giving them passport info. What if I dont have one? They should have flagged this for additional info needed long before this. The customer service rep(?) who called then told me that I would not receive the package nor my postage of $164 because I wouldnt provide passport info (even tho the $164 was for guaranteed delivery by July 26.) If they had apologized, said theyd return the $164 and it was my choice - provide passport info to get the package back or accept payment for the package, this could all have gone away. They have no customer service. They call and accuse and make everything our fault and our problem. Im sorry. Their handling of this continues to be horrible. Their customer service is nonexistent. In addition to the postage of $164 and payment for the glasses (which had to be replaced), I need a formal apology from them.
Customer Answer
Date: 08/28/2023
Today, August 28, 2023, I received a check from the **** for $164. They recognized that GXG (Global Express Guaranteed) did not deliver my package as guaranteed. This resolves the postage portion of my complaint but FedEx still needs to return the package or pay me for the contents. FedEx also needs to apologize to me for the way Ive been treated and they should address their horrible customer service issues including the inability to contact a customer service representative. Thank you. Im looking forward to resolving this issue.
Customer Answer
Date: 08/28/2023
Another update. Now someone named ****** called from FedEx to tell me that my package is being returned to me and should arrive in the next couple of days and she gave me a new tracking number. So I guess I was right when I told them they didnt need passport info to return the package. Unfortunately, ****** made the mistake of saying that they had tried to contact *********************** to provide passport info so that they could deliver the package but she could not be reached and thats why it wasnt delivered. So I explained to her that the package was supposed to have been delivered by July 26 and FedEx did not attempt to deliver it until weeks later when *********************** was no longer in ******************. And I explained how awful their customer service is. And that I was quite tired of being told that this was our fault. She was nice and polite. I will provide another update if and when the package is returned. Returning the package doesnt change the way I have been treated in all of this nor does it make up for my daughter having to buy new glasses weeks ago at considerable cost. I still want a formal apology from FedEx and I would think that the BBB would want them to change their customer service line to allow callers to speak with a person.
Customer Answer
Date: 08/30/2023
Another update to this story. Tuesday, I received a call from FedEx (from *******? The same woman who told me a week ago that I would not receive the postage nor the package unless I provided passport info). She was pleased to tell me that she had arranged for my package to be released from customs and returned to me and she was going to cover the shipping costs to have it returned. Big of her. So I have now received the postage paid and the package, 39 days after mailing it for guaranteed 3 day delivery. And while its nice to have the glasses back, my daughter had to buy new ones in the 39 days that her glasses were in limbo. *******(?) still took no responsibility for FedEx losing this package. Instead, she said she was sorry that the package couldnt be delivered because it was held in customs. Again I pointed out that it wasnt held in customs until weeks after it was supposed to be delivered. Ideally, I think FedEx should pay for the replacement glasses but Im guessing that a company that operates with such horrible customer service isnt going to do anything above the bare minimum. I guess I should be grateful that ******* didnt charge me for the return shipping. I would still like a formal apology from someone at FedEx and I would like an assurance from BBB that FedEx will be expected to do something to improve their customer service. It wont matter to me because I will never use their service again but it may help someone else.
Business Response
Date: 08/31/2023
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 returned to shipper because we were unable to process clearance with local Customs in ******************. The return tracking number ************ was delivered at 3:58 p.m. on August 30, 2023. As we discussed, Global Express Guaranteed processed a refund for the original transportation charges in the amount of $164.00. As a gesture of goodwill, the package was returned at no cost.

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: 09/03/2023

Complaint: 20490676

I am rejecting this response because:
I'm grateful that my postage of $164 was refunded to me and that my package was returned to me (after 39 days, countless phone conversations and a BBB complaint being filed). But I'm really not satisfied and the BBB shouldn't be either. My complaint was filed with the BBB because FedEx has a system that provides no customer service and PREVENTS customers from contacting a person in order to sort out a problem. FedEx should be required to provide customers a means of contacting a real person in order to maintain a satisfactory BBB rating. If the BBB doesn't require that, then shame on you. I would like a formal apology from someone at FedEx much higher in position than "*******" and I would like FedEx to take responsibility and acknowledge that they need to improve their customer service. To date, they have blamed the ***** me and customs in the ******************. And they "magnanimously" returned my package without charging me for the return shipping. Whoopie! We bought new glasses in the 39 days that the package was in the custody of FedEx. As a reminder, the package was mailed July 22 with guaranteed delivery in ****************** by July 26. I filed a claim with the **** on July 29 and filed a claim with FedEx on August 3 (when by their own records, the package was still in the US). Personally, I think FedEx's customer service is based entirely on making it difficult to impossible for customers to speak with someone in the hope that the customer will get tired and go away.
Sincerely,

*************************
Customer Answer
Date: 09/05/2023
If you dont care about the terrible customer service of your members, you should change your name to the ******************** Why give me the option of being satisfied or not if you are going to consider it resolved anyway? Your customer service isnt very good either. You are prompt but you really dont care so long as the company responds. Im disappointed in the BBB.
Initial Complaint
Date:08/18/2023
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 placed an order with dreamcloud for a mattress and sleep bundle. The delivery date was set for august 8th. When the fedex driver arrived on august 8th he realized the mattress was never loaded in the truck and said he would be right back. He never came back. I called on the 10th and was told the mattress was lost and they opened an investigation. On the 15th I was told it was in ******** on the way to me. Now here we are on the 17th and no one knows when the mattress will be delivered. Yesterday I was told the mattress was loaded to a wrong truck and it was now in Virginia but that I would have it within 24hrs. Today Im told they have no update on where the mattress is and when it will be delivered. That the opened another investigation. I have contacted dreamcloud repeatedly but its not their fault its fedex who lost the mattress. I called FedEx and the automated stated there was no update. I chose to be connected to a representative and later on hold for over an hour. My tracking number is 782196589360-where is my mattress. We have been sleeping in an air ****** for over a week and Im at the point that I just want a refund or my mattress delivered today. This is the tracking link: Pssst... I just sent you a gift. Track its delivery here: ***********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
Business Response
Date: 08/29/2023
Dear ***************************,

Your report to the Better Business Bureau regarding tracking number 782196589360 was received. We regret any inconvenience you experienced as a result of this situation.

After exhausting all our search options, we regret that we have been unable to locate your package in our system. Because your financial arrangements are with the shipper, please contact your shipper to advise them of the situation as they need to initiate a claim for this shipment.
Thank you for your patience in this matter and for shipping with FedEx.
FedEx
Initial Complaint
Date:08/18/2023
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.
Our passports have been lost twice by Fedex 1. Tracking: ************ I received a Fedex envelope without our passports inside. Envelope was properly closed and no signs of being adulterated Asked FedEx for an investigation and passports were declared lost. (~June 22)Passport showed up, returned to the embassy on July 11th. By that time we already reported them lost and I had to get a new appointment at the embassy to get new ones (cost of passports + trip to the embassy in DC + day out of work)2. Tracking: ************ (the new passports)Airbill has the right address at Cherry Creek Ln (same process as prior case). I don't understand how but according to tracking the package is instead delivered to my old address in ******************************* Dr (against the Airbill on the envelope!). Direct Signature is required. A signature from "***************" is obtained. The owner of the ***************************** address is called *****, lives by himself, and assured me he hasn't receive, less signed any package in my name. I think the delivery person made up the signature which I assume is an issue on itself Passports are lost, claims denied by Fedex, I will have to go again to DC for a third passport appointment!
Business Response
Date: 08/24/2023
Dear ***************************:
Per our conversation your claim has been forwarded to our Executive desk for an internal review. Please allow **** business days for this process. On behalf of FedEx we do apologized for the inconvenience.

Respectfully,

FedEx

Business Response
Date: 08/28/2023
FedEx values your business. We received your claim request for the shipment referenced above, and we are issuing a check in the settlement of the claim. Our records indicate the package was properly delivered to the correct address. Under the terms and conditions governing this shipment, unless a FedEx Delivery Signature Option is requested at time of shipment, we may deliver shipments to residential locations without signature. Because we appreciate your trust in us, we are making a one-time exception payment to our signature required terms and conditions. We regret any inconvenience this issue has caused and hope to be given the opportunity to better serve your future shipping needs.
Customer Answer
Date: 08/29/2023

Complaint: 20490243

I am rejecting this response because: Claim was review and approved for $100. Only the passports lost cost over $300, and on top of it I have to do another trip to DC and miss a day at work because of it. Claim approval was justified on a 'one-time exception to signature required terms and conditions', it still states that adress was correct despite being different than the one on the Airbill

Sincerely,

***************************
Business Response
Date: 09/08/2023
We received and processed your claim. Our record indicates that there was not a declared value. Under FedEx's published terms and conditions of carriage liability on any claim is limited to $100 if declared value is not requested and paid for at the time of shipment regardless of value. The claim was paid for our maximum limit of liability. We sincerely apologize for the experience. We hope that you understand our position in this matter.

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

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

FedEx Corporation is BBB Accredited.