• Report: #242153

Complaint Review: FedEx Kinkos

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  • Submitted: Tue, April 03, 2007
  • Updated: Thu, July 31, 2008

  • Reported By:Fort Myers Florida
FedEx Kinkos
1890 S. 4th Ave. Yuma, Arizona U.S.A.

FedEx Kinkos RIPOFF SHIP PRODUCTS TO FEDEX KINKO STORES at your own risk! Yuma Arizona

*UPDATE Employee: FedEx Express packaging requires Express-type shipping

*UPDATE Employee: FedEx Express packaging requires Express-type shipping

*UPDATE Employee: FedEx Express packaging requires Express-type shipping

*UPDATE Employee: FedEx Express packaging requires Express-type shipping

*UPDATE Employee: this info is wrong-the fact that FedEx and Kinkos are 2 totally separate companies.

*UPDATE Employee: Fedexkinkos also offers Hold at Location services

*Consumer Suggestion: I think I see the problem!

*UPDATE Employee: fedex Kinko's will ship packages via Ground or Express

*Author of original report: update: use UPS and USPS

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FedEx Kinkos sells itself to the consumer in part as a place to be able to ship packages.

The catch is that they only accept packages that are shipped Express rate. That is not the bad news. The bad news is that they don't notify companies that ship of this policy nor are their drivers even aware of this policy. They gladly accept your money and then refuse the shipment at the destination. (their computers could pick this up if they cared about the customer)

The gentleman (yes I say that in jest) that manages the Yuma store absolutly refused to make an exception and accept the package despite the fact that they keep this poicy secret and that I have been doing business for 30 years with this company. So much for cutomer loyalty from FedEx!

If all of this is not bad enough try to get ahold of a manger at a higher level... you go into voice mail and if you are lucky you may hear back from them if a few days.

Hope that you never end up in my situation, on the road expecting 5 critical shipments only to find that FedEx is going to refuse all of them! Going to cost me weeks in time and lots of money in duplicate shipping costs!
I just suggest to those reading this to vote with your feet and not use FedEx. They don't seem to know who pays their saleries.

Joe
Fort Myers, Florida
United States Minor Outlying Islands

This report was posted on Ripoff Report on 04/03/2007 12:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/FedEx-Kinkos/Yuma-Arizona-85364/FedEx-Kinkos-RIPOFF-SHIP-PRODUCTS-TO-FEDEX-KINKO-STORES-at-your-own-risk-Yuma-Arizona-242153. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

FedEx Express packaging requires Express-type shipping

AUTHOR: Dw - (U.S.A.)

I am sorry to hear that you had a difficult time in our store with your packages.

Unfortunately, there aren't very many details to be had in your report, but I am guessing that you were attempting to send packages meant for FedEx Ground in the white FedEx Express branded packaging, which we are trained to NEVER allow, by FedEx itself. New team members are sometimes guilty of accepting them like that, but they are inevitably taken to task for it.

You see, FedEx owns Kinko's, but Kinko's is NOT an integral part of FedEx. Kinko's stores act as simple package drop points for FedEx, nothing more, and we Kinko's employees are bound and directed to adhere to the "DO's and DON'Ts" of shipping that are handed down to us from FedEx, as conditions of our employment.
One of the big no-no's is accepting Ground packages in the white, blue and orange FedEx Express boxes and envelopes. The core reason for this is that Ground is itself in the same boat as Kinko's. FedEx Ground is just another company that was bought out, but as they are in the same business, their packages often make their way to the same central sorting facility as Express packages do. Their packaging, by necessity, must be easy to distinguish from Express packages, else there is a risk of a Ground package being moved to the wrong destination during sorting at the local hub (which is in Phoenix for us). The process is almost entirely automated, so if a Ground package slips by and gets loaded onto a plane or truck headed in the wrong direction, it's unlikely to be noticed until it's the last one left on delivery day. (Incidentally, the automated nature of the process is also why we are instructed to take special precautions when accepting a package that appears to have questionable ability to get its contents to the destination intact).

As for the manager, I ask for your understanding and forgiveness on his behalf. He is a well-seasoned manager, and he knows his job well. Unfortunately, sometimes the only way to become a good manager, and a good leader is to accept no compromises or excuses. Rules are rules, and they can easily be the end of a career if not followed or taken seriously. He takes a very hard line with employees who repeatedly fail to adhere to the rules, and this methodology can sometimes bleed into customer interactions as well. He is constantly called out to explain why our hands are tied when it comes to refusing to copy Disney artwork (which happens more often than you might think), to customers who refuse to see reason or understand that there are some things we just will not risk our jobs for. All of the team members respect his authority and his decisions, and will (almost) always stand by them. Hey, it would get boring if we all agreed all the time, wouldn't it? :)

In any case, yes, he may have come off a big strongly, but this is usually in direct response to a customer whom is unable (or more likely unwilling, due to individual circumstances) to accept that there is a problem, and/or what needs to be done to correct it. This is not to imply that this was the case during your visit, as, again, I simply don't have enough information to make that call, so please don't take it the wrong way. White FedEx Express branded packages MUST be sent via an Express-level service. We team members have come up with some creative solutions to the problem, however. When a customer brings in a white Express box, for example, with a Ground waybill, we will ask permission to open the package under their supervision, carefully open it, and turn it inside-out, so the brown interior is now on the outside, thereby making the box eligible for Ground shipping. Simple, eh? We can also offer to re-package it using our own brown boxes as well, which has actually, on occasion, saved a badly-packaged item from certain doom during the trip.

I hope I was able to shed some light on the situation. We are there to help in any way we can, but please, PLEASE keep in mind: if what you ask of us requires us to break a major company rule, do not insist that we make an exception for you, or that we're just being difficult because we're bored. Having two separate companies (Kinko's and FedEx) hand you two sets of rules that can sometimes conflict with one another makes the day just as difficult for us as it can for our customers. With a little patience, understanding, and just a little creative fancy footwork, we can work it out together and have you smiling and on your way about your day in no time!

Cheers! :)
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#2 UPDATE Employee

FedEx Express packaging requires Express-type shipping

AUTHOR: Dw - (U.S.A.)

I am sorry to hear that you had a difficult time in our store with your packages.

Unfortunately, there aren't very many details to be had in your report, but I am guessing that you were attempting to send packages meant for FedEx Ground in the white FedEx Express branded packaging, which we are trained to NEVER allow, by FedEx itself. New team members are sometimes guilty of accepting them like that, but they are inevitably taken to task for it.

You see, FedEx owns Kinko's, but Kinko's is NOT an integral part of FedEx. Kinko's stores act as simple package drop points for FedEx, nothing more, and we Kinko's employees are bound and directed to adhere to the "DO's and DON'Ts" of shipping that are handed down to us from FedEx, as conditions of our employment.
One of the big no-no's is accepting Ground packages in the white, blue and orange FedEx Express boxes and envelopes. The core reason for this is that Ground is itself in the same boat as Kinko's. FedEx Ground is just another company that was bought out, but as they are in the same business, their packages often make their way to the same central sorting facility as Express packages do. Their packaging, by necessity, must be easy to distinguish from Express packages, else there is a risk of a Ground package being moved to the wrong destination during sorting at the local hub (which is in Phoenix for us). The process is almost entirely automated, so if a Ground package slips by and gets loaded onto a plane or truck headed in the wrong direction, it's unlikely to be noticed until it's the last one left on delivery day. (Incidentally, the automated nature of the process is also why we are instructed to take special precautions when accepting a package that appears to have questionable ability to get its contents to the destination intact).

As for the manager, I ask for your understanding and forgiveness on his behalf. He is a well-seasoned manager, and he knows his job well. Unfortunately, sometimes the only way to become a good manager, and a good leader is to accept no compromises or excuses. Rules are rules, and they can easily be the end of a career if not followed or taken seriously. He takes a very hard line with employees who repeatedly fail to adhere to the rules, and this methodology can sometimes bleed into customer interactions as well. He is constantly called out to explain why our hands are tied when it comes to refusing to copy Disney artwork (which happens more often than you might think), to customers who refuse to see reason or understand that there are some things we just will not risk our jobs for. All of the team members respect his authority and his decisions, and will (almost) always stand by them. Hey, it would get boring if we all agreed all the time, wouldn't it? :)

In any case, yes, he may have come off a big strongly, but this is usually in direct response to a customer whom is unable (or more likely unwilling, due to individual circumstances) to accept that there is a problem, and/or what needs to be done to correct it. This is not to imply that this was the case during your visit, as, again, I simply don't have enough information to make that call, so please don't take it the wrong way. White FedEx Express branded packages MUST be sent via an Express-level service. We team members have come up with some creative solutions to the problem, however. When a customer brings in a white Express box, for example, with a Ground waybill, we will ask permission to open the package under their supervision, carefully open it, and turn it inside-out, so the brown interior is now on the outside, thereby making the box eligible for Ground shipping. Simple, eh? We can also offer to re-package it using our own brown boxes as well, which has actually, on occasion, saved a badly-packaged item from certain doom during the trip.

I hope I was able to shed some light on the situation. We are there to help in any way we can, but please, PLEASE keep in mind: if what you ask of us requires us to break a major company rule, do not insist that we make an exception for you, or that we're just being difficult because we're bored. Having two separate companies (Kinko's and FedEx) hand you two sets of rules that can sometimes conflict with one another makes the day just as difficult for us as it can for our customers. With a little patience, understanding, and just a little creative fancy footwork, we can work it out together and have you smiling and on your way about your day in no time!

Cheers! :)
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#3 UPDATE Employee

FedEx Express packaging requires Express-type shipping

AUTHOR: Dw - (U.S.A.)

I am sorry to hear that you had a difficult time in our store with your packages.

Unfortunately, there aren't very many details to be had in your report, but I am guessing that you were attempting to send packages meant for FedEx Ground in the white FedEx Express branded packaging, which we are trained to NEVER allow, by FedEx itself. New team members are sometimes guilty of accepting them like that, but they are inevitably taken to task for it.

You see, FedEx owns Kinko's, but Kinko's is NOT an integral part of FedEx. Kinko's stores act as simple package drop points for FedEx, nothing more, and we Kinko's employees are bound and directed to adhere to the "DO's and DON'Ts" of shipping that are handed down to us from FedEx, as conditions of our employment.
One of the big no-no's is accepting Ground packages in the white, blue and orange FedEx Express boxes and envelopes. The core reason for this is that Ground is itself in the same boat as Kinko's. FedEx Ground is just another company that was bought out, but as they are in the same business, their packages often make their way to the same central sorting facility as Express packages do. Their packaging, by necessity, must be easy to distinguish from Express packages, else there is a risk of a Ground package being moved to the wrong destination during sorting at the local hub (which is in Phoenix for us). The process is almost entirely automated, so if a Ground package slips by and gets loaded onto a plane or truck headed in the wrong direction, it's unlikely to be noticed until it's the last one left on delivery day. (Incidentally, the automated nature of the process is also why we are instructed to take special precautions when accepting a package that appears to have questionable ability to get its contents to the destination intact).

As for the manager, I ask for your understanding and forgiveness on his behalf. He is a well-seasoned manager, and he knows his job well. Unfortunately, sometimes the only way to become a good manager, and a good leader is to accept no compromises or excuses. Rules are rules, and they can easily be the end of a career if not followed or taken seriously. He takes a very hard line with employees who repeatedly fail to adhere to the rules, and this methodology can sometimes bleed into customer interactions as well. He is constantly called out to explain why our hands are tied when it comes to refusing to copy Disney artwork (which happens more often than you might think), to customers who refuse to see reason or understand that there are some things we just will not risk our jobs for. All of the team members respect his authority and his decisions, and will (almost) always stand by them. Hey, it would get boring if we all agreed all the time, wouldn't it? :)

In any case, yes, he may have come off a big strongly, but this is usually in direct response to a customer whom is unable (or more likely unwilling, due to individual circumstances) to accept that there is a problem, and/or what needs to be done to correct it. This is not to imply that this was the case during your visit, as, again, I simply don't have enough information to make that call, so please don't take it the wrong way. White FedEx Express branded packages MUST be sent via an Express-level service. We team members have come up with some creative solutions to the problem, however. When a customer brings in a white Express box, for example, with a Ground waybill, we will ask permission to open the package under their supervision, carefully open it, and turn it inside-out, so the brown interior is now on the outside, thereby making the box eligible for Ground shipping. Simple, eh? We can also offer to re-package it using our own brown boxes as well, which has actually, on occasion, saved a badly-packaged item from certain doom during the trip.

I hope I was able to shed some light on the situation. We are there to help in any way we can, but please, PLEASE keep in mind: if what you ask of us requires us to break a major company rule, do not insist that we make an exception for you, or that we're just being difficult because we're bored. Having two separate companies (Kinko's and FedEx) hand you two sets of rules that can sometimes conflict with one another makes the day just as difficult for us as it can for our customers. With a little patience, understanding, and just a little creative fancy footwork, we can work it out together and have you smiling and on your way about your day in no time!

Cheers! :)
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#4 UPDATE Employee

FedEx Express packaging requires Express-type shipping

AUTHOR: Dw - (U.S.A.)

I am sorry to hear that you had a difficult time in our store with your packages.

Unfortunately, there aren't very many details to be had in your report, but I am guessing that you were attempting to send packages meant for FedEx Ground in the white FedEx Express branded packaging, which we are trained to NEVER allow, by FedEx itself. New team members are sometimes guilty of accepting them like that, but they are inevitably taken to task for it.

You see, FedEx owns Kinko's, but Kinko's is NOT an integral part of FedEx. Kinko's stores act as simple package drop points for FedEx, nothing more, and we Kinko's employees are bound and directed to adhere to the "DO's and DON'Ts" of shipping that are handed down to us from FedEx, as conditions of our employment.
One of the big no-no's is accepting Ground packages in the white, blue and orange FedEx Express boxes and envelopes. The core reason for this is that Ground is itself in the same boat as Kinko's. FedEx Ground is just another company that was bought out, but as they are in the same business, their packages often make their way to the same central sorting facility as Express packages do. Their packaging, by necessity, must be easy to distinguish from Express packages, else there is a risk of a Ground package being moved to the wrong destination during sorting at the local hub (which is in Phoenix for us). The process is almost entirely automated, so if a Ground package slips by and gets loaded onto a plane or truck headed in the wrong direction, it's unlikely to be noticed until it's the last one left on delivery day. (Incidentally, the automated nature of the process is also why we are instructed to take special precautions when accepting a package that appears to have questionable ability to get its contents to the destination intact).

As for the manager, I ask for your understanding and forgiveness on his behalf. He is a well-seasoned manager, and he knows his job well. Unfortunately, sometimes the only way to become a good manager, and a good leader is to accept no compromises or excuses. Rules are rules, and they can easily be the end of a career if not followed or taken seriously. He takes a very hard line with employees who repeatedly fail to adhere to the rules, and this methodology can sometimes bleed into customer interactions as well. He is constantly called out to explain why our hands are tied when it comes to refusing to copy Disney artwork (which happens more often than you might think), to customers who refuse to see reason or understand that there are some things we just will not risk our jobs for. All of the team members respect his authority and his decisions, and will (almost) always stand by them. Hey, it would get boring if we all agreed all the time, wouldn't it? :)

In any case, yes, he may have come off a big strongly, but this is usually in direct response to a customer whom is unable (or more likely unwilling, due to individual circumstances) to accept that there is a problem, and/or what needs to be done to correct it. This is not to imply that this was the case during your visit, as, again, I simply don't have enough information to make that call, so please don't take it the wrong way. White FedEx Express branded packages MUST be sent via an Express-level service. We team members have come up with some creative solutions to the problem, however. When a customer brings in a white Express box, for example, with a Ground waybill, we will ask permission to open the package under their supervision, carefully open it, and turn it inside-out, so the brown interior is now on the outside, thereby making the box eligible for Ground shipping. Simple, eh? We can also offer to re-package it using our own brown boxes as well, which has actually, on occasion, saved a badly-packaged item from certain doom during the trip.

I hope I was able to shed some light on the situation. We are there to help in any way we can, but please, PLEASE keep in mind: if what you ask of us requires us to break a major company rule, do not insist that we make an exception for you, or that we're just being difficult because we're bored. Having two separate companies (Kinko's and FedEx) hand you two sets of rules that can sometimes conflict with one another makes the day just as difficult for us as it can for our customers. With a little patience, understanding, and just a little creative fancy footwork, we can work it out together and have you smiling and on your way about your day in no time!

Cheers! :)
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#5 UPDATE Employee

this info is wrong-the fact that FedEx and Kinkos are 2 totally separate companies.

AUTHOR: Mark - (U.S.A.)

I'm rebutting an other consumer who stated
The first thing to make note of is the fact that FedEx and Kinkos are 2 totally separate
this is incorrect
Fedex OWNS KINKOS (thats why our stores are called Fedex Kinkos)they are not a contractor,
we wear similar uniforms and we are part of the Fedex family
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#6 UPDATE Employee

Fedexkinkos also offers Hold at Location services

AUTHOR: Mark - (U.S.A.)

Just a little note
most fedex shipping centers and fedex Kinko's offer what we call
HAL (hold at Location)
yes its only for express packages[not ground] and you have to request that
service on the airbill (hold at location)
there is no charge for the service which makes it pretty handly consider
the fact that a lot of fedex/Kinko's are open 24 hours day 7 days a week)
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#7 Consumer Suggestion

I think I see the problem!

AUTHOR: Steve - (U.S.A.)

First of all Joe's post is confusing. Are we talking about shipping a package or recieving a package?
Here is the confusing part: "The catch is that they only accept packages that are shipped Express rate. That is not the bad news. The bad news is that they don't notify companies that ship of this policy nor are their drivers even aware of this policy".

The first thing to make note of is the fact that FedEx and Kinkos are 2 totally separate companies. Kinkos offers FedEx service as a contractor.

And, are you actually a customer at that location with some commercial account or something? Why are they obligated to recieve your package for you? Do you not have a home address?

I think JOE has a problem paying attention to detail. Here's why:

It may be a delivery problem based on where Joe lives!

>>
Joe
Fort Myers, Florida
United States Minor Outlying Islands
>>
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#8 UPDATE Employee

fedex Kinko's will ship packages via Ground or Express

AUTHOR: Mark - (U.S.A.)

I work for Fedex Kinko's (not at the named store
but another store, we do ship packages either Fedex express (which can be priority (means arrival their destination by 10:30am, Standard usually by 4pm for Business and by 7pm Residences, 2nd day (two days deliver and express saver (about 3 day deliver) then there is also Fedex ground we ask the customer how soon do you want your package to arrive? do you want express or ground? etc
yes ground is cheapest rate we have and its
usaully lower then UPS
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#9 Author of original report

update: use UPS and USPS

AUTHOR: Joe - (United States Minor Outlying Islands)

I have done a little research and discovered that the UPS store (google them) presents no such problems. You can ship to them using ANY carrier (please avoid FedEx) They will then hold the package for $5. The one caveat is to call ahead because some want you to use a code such as "apt 1000" so that they know to accept your package.

I was also plesantly suprised to find out that the 2 comapnies I just called will ship to PO boxes, whcih I happen to have gotten because they are so inexpensive.

So now you know. There are many option besides using FedEx where you may regret dealing with this company that has such poor customer realation skills.
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