Part I of this HORRIBLE story is here.
Saturday morning I was ready to make the 30 minute trek to the FedEx facility. In preparation I googled the address and then called the FedEx 1800 number to confirm that that was in fact where the facility I needed to be at was.
I picked up my mom for the drive and the two of us picked up some giant coffees and hit the highway. Just as my directions had promised, 30 minutes later we pulled into the facility.
WHICH IS CLOSED ON WEEKENDS.
You think when I told the woman “OH HAI I AM GOING TO THIS FACILITY TODAY. CAN YOU CONFIRM THE ADDRESS FOR ME?” she would have mentioned “Oh BEE TEE DUBS, that place isn’t OPEN today.”
So I call up FedEx. AGAIN. I calmly explained the situation (for the THIRD TIME), starting from the beginning and my inability to change the package delivery time or the FedEx facility pick up location, not to mention the fact that I had to ruin my friend Danielle’s surprise gift delivery. And oh yeah, I just drove an hour back and forth FOR NOTHING.
I guess I didn’t realize how calm I was on the phone, because when I was done explaining Chris, my FedEx rep, said “Jenny, this story is frustrating and ridiculous — thank you for not yelling at me.”
What an AWFUL job. Can you imagine taking the time to thank people for not yelling at you?
Well Chris told me I couldn’t pick up the package that day (obviously), but I could have Danielle call and try to change the delivery address. Which I did.
So now poor Danielle had to get involved and call. When she told the whole story to a MANAGER, she got the same “OMG WTF LOL” reaction from her rep. But then the rep told her that because the package had already attempted to be delivered three times she may not be able to change the address.
Are there flames on the side of your face? Breathing-breathl- heaving breaths. Heaving breath… (If you don’t get that reference I will punch you.)
Finally this FedEx manager took pity on Danielle and changed the delivery address.
Yesterday things took a turn for the worst. I don’t remember what happened (I was too busy spitting flames and putting a hex on the FedEx website), but the FedEx people called Danielle, gave her bad news about the package to the point where she told them to forget it, she would just pick the package up that night.
When she told me that, I flipped. SHE HAD ALREADY PAID FOR SHIPPING. She was not going to PICK IT UP FOR ME.
So now I called FedEx and politely refused to speak to a regular rep, and eventually demanded to speak to a manager. I told this manager the whole story (for the FOURTH TIME). And then I told her that I know it’s not their policy, but they HAVE to let me change the address. I told her to look at the records and multiple requests attached to that tracking number – this had been going on for a week. MY SURPRISE WAS RUINED. DANIELLE’S FUN GIFT GIVING EXPERIENCE IS NOT SUPPOSED TO BE HELL ON EARTH. I HAD TO DRIVE A LOT. FOR NOTHING. AND I HATE DRIVING.
Surprisingly she easily agreed, changed the address, told me she was sorry and then we parted ways.
Sounds like everything is SWELL.
Except Danielle just IMed me to tell me that my package was shipped to RHODE ISLAND. And the final destination is still marked as my apartment’s address. Where I WILL NOT BE HOME TO SIGN FOR IT. Again.
Seriously FedEx, I have not raised my voice at you, I have not sworn at you, I have been disgustingly PLEASANT to every person I’ve talked to on the phone even at my most frustrated (Seriously. It’s on tape. I got the “this may be recorded” memo every time I called). But that was the first week. In week two of this hell, I get to tell you that this is fucked up. Your company? Is fucked up. Pardon my French.
Blog readers? If you have a choice on how to ship a package, STAY AS FAR AWAY FROM FEDEX as you can.
{ 16 comments… read them below or add one }
I am on hold with fedex for the ohh…5th? time now to make sure you’re getting this damn gift today or tomorrow. If I could spit flames, I would. I’ll let you know how this goes.
FEDEX SUCKS!!!!!!!!!
Jenny, that’s terrible! But I know exactly what you mean. I’ve had more than my share of trouble with both FedEx and UPS. It’s really frustrating when large companies stop trying to make customers happy just because their service is relied on. They operate below the bare minimum because they know they can get away with it.
I hope someone from Fed Ex reads this and gives you all like coupons for a whole lot of free stuff.
One should not have to take a vacation day just to be home to accept a package.
You’re both saints for being calm because I would have lost it after day two of this whole ridiculous fiasco. I have zero patience for incompetence and if there was ever a time for a little yelling I think this would be one.
This is just messed up. I’d send out an EECB (executive e-mail carpet bomb) à la Consumerist.com (go here for instructions)and hope that some higher-up Exec realizes just how fucking ridiculous the whole ordeal has been for you, comps Danielle for their screw-ups, and delivers the package to you in person.
they claim it will be delivered to your work today. don’t hold your breath.
I hear you. I know how frustrating this is. I had to deal with it SEVERAL times.
P.S. Don’t ship with DHL either.
um I can get over there if they will let someone else pick it up. You know if you need some more help. Let me know.
Dag, yo. That is vexing the 10th power, for sure.
I have been dealing with a similar issue, only via the USPS. The abbreviated story goes a bit like this:
1. I order some cute rings from Etsy.
2. Etsy seller ships cute rings using certified mail, which tells her they will require a signature when they deliver, which I think: no problem! Chris works from home!
3. USPS does require a signature, but they don’t come to the door, at all. They don’t even buzz your apt. or throw rocks at your window. Instead, because I live in an apartment, they consider the fact that they opened my mailbox and I wasn’t standing in it to sign for the package that I “wasn’t there” (though Chris was in our apartment, as he doesn’t fit in our mailbox either), and so take it to the post office as “non-deliverable.”
4. Post office=not convenient, and also: I had no time to go get it before it closed.
5. Cute rings get sent back to Etsy seller, where we have to figure out a way to get them back.
6. Kerri is bemoaning the fact that she has yet to see the cute rings she ordered MONTHS ago.
I just have to say, a) this sucks, and b) Pardon my French is one of my very favorite phrases ever. I’m on my way to staff meeting and I’m going to work into conversation. I don’t even care if it’s out of context.
And I thought cross border deliveries were bad. through the delightful use of FedEx, a shipment was meant to go from Newfoundland to BC – simple cross Canada delivery. It ended up in Boston, MASS at a Harvard Professor’s door no less. And FedEx had no record of the delivery or how it made it across the border. Eventually someone sent it back to BC, but seriously….it crossed the border!!!!!!!!
psst…i have Clue about the flames on the side of my face quote…classic!
JENNY! ACCORDING TO FEDEX.COM TRACKING::::
“Nov 25, 2008 12:59 PM
Delivered
Boston, MA ”
DID YOU GET IT? I ONLY SCREAM!!!!!
oh my God. WHAT. THE. FUCK.
Seriously, apparently the lesson, as I’ve learned more and more recently, is to be a demanding asshole because being nice doesn’t work. It’s a real fucking shame but that’s been my experience of late.
This is completely unacceptable and Danielle should definitely get her shipping money back – from Fedex, not from the place where she bought the gift.
I’m more pumped to read “FUCK” in this blog more than anything.
But yeah, I’ll make a note not to use FedEx.
I am frustrated just reading this!!!
Ahh!!! I am going through the same thing with Bob’s Discount Furniture — stay tuned for my blog post. I am SO pissed that I’m actually taking a cool-down break before writing about it. You sound like you did a much better job of keeping it together than I did.