I wanted to mail an important piece of networking equipment to a customer using Fed-Ex Overnight Delivery. I called Fed-Ex Office Print and Ship Center at 5134 Whipple Ave NW in Canton, Ohio to see when the latest I could come in Saturday would be, and still have my item delivered Monday. They said 3:00pm EST. I arrived at 2:45pm EST with my package. They accepted my item over 10 minutes before 3:00pm EST, indicated that the item would ship that day, and gave me a printed receipt.
I get an email from my customer today, Tuesday, telling me that he checked with Fed-Ex and that my package was marked "undeliverable" due to "poor packaging." I packaged the item myself in a high-quality, plain shipping box with bubble wrap and Styrofoam cushioning. The package was then professionally sealed using commercial packaging tape and addressed with a computer-printed pre-paid label from Fed-Ex. I own an online business and ship over 1000 items per year (thankfully most of them through USPS,) this package was well wrapped. If I ever get the item back, I will make a video of me opening the box, so anyone interested can see how well-packaged it was.
I called the Canton Fed-Ex location to see how they could possibly think that the item was "poorly packaged." An employee said she has no idea what I'm talking about and referred me to the main Fed-Ex 800-number. I called that number and a representative said they didn't see any notes about the packaging and that my item wasn't dropped off until 7:00pm. I showed them the publicly available tracking page which shows a check-in before 3:00pm and a second check-in at 7:00pm.
Basically, they wasted 30 minutes on the phone for them to tell me that, after contacting the local office, they have no idea what happened. So...
Lie number 1: Fed-Ex claims that my item was poorly packaged. I will post evidence to the contrary Thursday when I get the item back and make a video of it's unwrapping.
Lie number 2: Fed-Ex claimed I brought the package in after the drop-off time. Luckily I have an original receipt to prove otherwise. I also have screen-shots of the tracking page as evidence.
Problem number 3: Even when I mailed the item, the store employees were extremely rude. This is no surprise though, because even using Google to find this locations number will show a whole slew of complaints logged against the rude employees at this location.
I will supposedly be able to pick my item up from the Canton Fed Ex on Whipple Thursday. I will update this post at that time with pictures, a video and scanned receipts. I will never use Fed-Ex again as long as I live. I know they might think that I'm a drop in the bucket, but I do own a growing eBay business which already ships over 1000 items annually. I am also very vocal and have filed over 15 complaints pertaining to this incident already, to various websites and consumer protection agencies.
If a company, or person, makes a mistake, I can understand that. As a business owner, I've had to issue the occasional refund. It's a different story, however, when a multi-national business makes a mistake, denies it, lies about it twice, and fails to offer any recourse. I have never before had to file a complaint against a company to anyone outside of that company. I am not one to go online and rant about a bad business dealing, in fact, I've never even signed up for Ripoff Report or any similar Website before in my life.
Check back soon for the above mentioned documentation pertaining to this report. I am writing this original report today on Tuesday, July 3rd, 2012.