Barbara sent a message to Frederick W. Smith Founder, Chairman, and CEO, FedEx Corporation – email address that said:
I am writing regarding a complaint and my experience with your company. I am waiting for a shipment from Bed Bath and Beyond (their factory for blinds in Ca). Bed Bath and Beyond put a note on the address label for shipment to me saying hold for pick up at Fed Ex 257 Park Ave South , NY,NY 10010. The Fed Ex driver insisted there is no Fed Ex office at that address and the package went back to Fed Ex, Bklyn. This morning (Monday,) I see online that the package is on the truck at 6:18 AM. I am writing to you at 10:27 AM. No package has arrived as of yet and I called the Fed Ex office at 257 Park Ave South, they have not received the package yet. On Friday and today I have been on the phone with a total of between 8 and 10 Fed Ex customer service people who instead of finding and making arrangements for me to get my package continuously take up time insisting there is no Fed Ex office "according to the Fed Ex driver". The same exact thing occurred 2 weeks earlier when a different shipment of blinds was also send to me for hold at the same Fed Ex office and again the driver insisted there was no office at the very same address. The blinds went back to Fed Ex Bklyn and I went through the same scenario I just described with customer service trying to correct the mistake and arrange to get my package. In summary, Fed Ex has made the same mistake twice, I still do not have my blinds, Between the 2 incidents I wasted almost 3 hours total trying to convince your customer service people that Fed Ex made a mistake, that there is a Fed Ex office at the location on the address label. Your company consistently fails to do the job as I have had bad experiences in the past. Your online help system is not designed to deal with mistakes and problems the customer is having since you must put in the incorrect information in order for the system to acknowledge your order and there is no way to correct the incorrect information. Ten of your customer service people have the combined IQ of 50. They apologize profusely and continuously and do nothing to get the package or the correct information. I rate your company zero, "0". I am not surprised since you apparently inherited all your fortune and have done little to tackle real world problems. Compared to the post office with regard to shipping you dont even come close. Though I never ship using Fed Ex, many companies do use you when they ship to me. Each time I try to convince them to use the regular US postal service.
