• Report: #224827

Complaint Review: Fedex

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  • Submitted: Mon, December 11, 2006
  • Updated: Tue, December 20, 2011

  • Reported By:Seattle Washington
Fedex
6415 S 216th Street, Kent, Washington U.S.A.

Fedex Bad Service Lies about deliveries Kent Washington

*Consumer Comment: @ ex fedex employee

*Consumer Comment: What I've noticed about FedEx laltely

*UPDATE EX-employee responds: Well, I don't mean to be hateful about this...

*Consumer Comment: Kent WA facility has disappointed me too

*Consumer Comment: Hold At Location doesn't work for ground packages

*UPDATE Employee: Fedex kinkos employee suggests try Hold at location service

*Consumer Comment: A word of caution...

*Author of original report: Fedex is NOT ALWAYS that bad

*Author of original report: Fedex is NOT ALWAYS that bad

*Author of original report: Fedex is NOT ALWAYS that bad

*Author of original report: Fedex is NOT ALWAYS that bad

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I purchased an LCD monitor from compusa.com on November 23, 2006. They shipped the monitor via fedex on November 24, 2006. It arrived in Kent, WA on December 1st, 2006 and went out for delivery. So in order to sign for the package, I took a day off work to wait for the package, but in the end they never came by. They never even left a door tag, and on the fedex.com tracking website, it said that they attempted delivery and that the customer was not at home (that's a lie becuase I was there the whole day!).

So I thought there was some trouble because the weather in seattle was bad around that time (only for a couple days), and as a result I didn't think that much about it. I just thought it was a problem that can happen to anyone due to the weather. So just to make sure that they were ready to actually deliver, I waited until I got a doortag before I stayed at home again.

So on December 5, 2006 I finally got a doortag that had the "first delivery attempt" check box marked, even though the website tracker (also via fedex hq representative) said that delivery attempts were made on December 1, 2006 and December 4, 2006. So as the doortag stated, it said that the next delivery attempt will be made the next day. Because it seemed like Fedex was going to come deliver on December 6th, I actually stayed home once again to wait for their package, but in the end they never showed up.

I called their headquarters several times to make sure it's going to come that day, and they said "YES". So after the day ended, I was ANGRY because this was the second day that I wasted waiting for a package they said they were going to deliver but never delivered. Since I was angry, I called them the next day (December 7th) to ask them if they can guarantee me that they are going to deliver it this time, and if so, I am willing to wait at home. Their response was something like"sorry that we didn't deliver yesterday and we don't know much about it other than the courier didn't attempt delivery that day. About today's delivery, I CANNOT guarantee you a delivery attempt will be made today or any other day."

This comment in fact made me furious. How can a delivery company, whom I paid to get something shipped to my home, not give me a guarantee that they will deliver it to me on a day that their website and even their customer service representative tells me that it's out for delivery. That's just ridiculous!

So I got in touch with a customer advocate from fedex and she was very helpful in helping me. She said she would try to get in contact with the manager in the Kent, Washington facility to organize a time to actually ship this item. She tried to get it shipped to me on saturday (December 9th, 2006).

So on saturday morning, she actually called me to ask if I received the package because the manager at the Kent, Washington facility said that it was out for delivery. Then I waited at home the whole day on saturday, yet to realize that I've been duped once again! THEY NEVER CAME. So the customer advocate at fedex said on saturday that she'll try to get it delivered to me on monday (December 11th, 2006) after I get back from work, which I said would be 6pm.

So I guess she contacted the manager at Kent, Washington to relay that message, but I just checked their online tracking and it said they attempted delivery today at 12:34pm and they couldn't deliver since I wasn't home!!!

THIS IS HORRIBLE SERVICE!!! How can I stay at home, wasting vacation days, just to wait for a package to NOT show up?

Overall I've received only ONE doortag, and I thought doortags were normal procedure if the customer is NOT at home, at least to notify them that a package has come by! I would understand that they might've forgotten once or POSSIBLY twice, but to forget FOUR OUT OF FIVE TIMES IS RIDICULOUS!!!!

I have yet to go home yet, so I'm not sure if they left a doortag today, but if they forgot today, then that'll be a new record, 5 out of 6 times. I have this itching feeling that the courier just doesn't even try to deliver it and lies about the attempts OR they lost/damaged/stole the package and that's why it's taking so long.

Some people may ask why don't I leave it with a neighbor or tell them to leave it at my door, and my response to you is, I HAVE TRIED TO TELL THEM THAT. Apparently the package is on some high security shipping and can only be delivered to that specified address. So they said in order to change that I have to call CompUSA and I have called them and CompUSA's response was "it is in the agreement that we cannot change the shipping address nor the security status of the package". So it seems like FEDEX just doesn't want to take responsibility for their horrible service.

You might also ask me why I don't just go to their facility to pick it up? Well, I would if I had a car since it's 30 miles away. I'll probably have to get a friend's car and drive there on the weekend to pick it up.

I just wanted to notify everyone that they said their HORRIBLE service will last from thanksgiving until christmas time since they supposedly have tons of packages to deal with and that is the cause of the bad service. That's one whole month of horrible service. So for anyone that actually works and doesn't have someone staying at home 24/7, do not get fedex to ship your package!

Paul
Seattle, Washington
U.S.A.

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This report was posted on Ripoff Report on 12/11/2006 05:22 PM and is a permanent record located here: http://www.ripoffreport.com/r/Fedex/Kent-Washington/Fedex-Bad-Service-Lies-about-deliveries-Kent-Washington-224827. 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 Consumer Comment

@ ex fedex employee

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

I really don't think you worked for fedex.  If you had you would know that all packages are tracked by GPS when they're delivered.  If the driver had entered he made attempt to deliver his location would be on the report. Impossible to fake it.
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#2 Consumer Comment

What I've noticed about FedEx laltely

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

I've noticed over the last year or so that anytime I receive a FedEx delivery the driver Drops & Runs.
No knock on the door or anything. For me, that's bad because I live in an area where packages can and do "walk", and I was receiving medicine shipped to me through FedEx. The driver was just throwing the package on the stoop and leaving.

I think the problem has to do with the way they do their routes. I heard somewhere that the drivers have ownership of the route they drive, sort of like the old chip vendors and the bread vendors that owned their trucks and routes, kind of like a subcontractor. Not sure if this is actually true, but it would explain the dump & run, as they make more cash the more they deliver.

I also noticed a knife I ordered from Knife Depot is being shipped through FedEx and was listed as 18 hours in their Tennessee sorting facility, according to their tracking info. If it was UPS that time would probably be around 5 to 8 hours.

For my money, it's UPS or USPS shipping if I have any choice.
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#3 UPDATE EX-employee responds

Well, I don't mean to be hateful about this...

AUTHOR: Fedex Manager - (U.S.A.)

Dude,

As an ex manager of FedEx Ground, I can tell you that the driver most likely lied that he was at your place those times. Depending on where you live, it was not worth his while to drive all the way out to your residence. Independent contractors have to purchase their own gas and fuel and he was probably going to try to wait until he had packages in that area. The monitor probably rode around on his truck for several days. Unfortunately, this is rampant. Drivers will hold packages when they are delivering to outlying areas because they just don't want to spend $5 to delivery your package. They make $1.25 a stop and .25 a package. If you live 30 miles from the terminal, and your package is the only one out there, he is going to hold the package until he can make it worth his time and money to deliver you the package. That is not what the corporate offices want, but the driver is the independent contractor so they cannot make him deliver the package.

Next time you order something, pay extra for 2nd or 3rd day delivery. It will then be delivered by FedEx Express and you should get it on the day you expect it.
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#4 Consumer Comment

Kent WA facility has disappointed me too

AUTHOR: Dave100 - (U.S.A.)

Over the last 3 years of living in WA I have received many packages via FedEx. I have had very positive experiences with the Seattle WA FedEx facility, but there have been a number of occasions in which the Kent WA facility has disappointed me.

One of my main complaints is that whenever a package is being delivered to me from that facility, the driver does not come to my front door to see if I am home. I live in an apartment community, and the driver chooses to go to the leasing office directly with my package as opposed to knocking on my door to see if I am at home waiting for the package. I do not know why they do this because the Seattle WA facility has no problem delivering right to my door (UPS and USPS are also fine).

This means that I never receive one of the "we called" slips on my door, and I therefore have no idea when a package has been delivered for me! On one occasion I was away on business and my wife was waiting at home for a delivery. The Kent delivery driver for FedEx didn't call to the door and instead dropped the package at the leasing office, which means that a) my wife didn't know that the package had arrived and b) the package was on the heavy side so she couldn't carry the package from the leasing office to our apartment by herself.

I have called FedEx's 1-800 number on three separate occasions to complain about this behavior, and every time I am told that they have forwarded my complaint over to the Kent facility.

At this moment I am waiting for a package (a Christmas present) that was shipped to me on 12/12/2008. It is now one month later and the package has not been delivered. The tracking shows that the package is at the Kent WA facility with a "delivery exception - awaiting information from customer". I called in December and I called on January 1st regarding this package, and both times I was told that they just wanted to confirm my address and that the package would now go out for delivery.

On Jan 8th I called FedEx again to ask where the package was and the representative tried called the Kent WA facility to find out what's going on...but there was no reply. I called again on the 9th, but the same thing happened....Kent WA facility is not answering their phone. The representative left a message and emailed them about my package. I am yet to receive any reply or any further information about what's going on.

I find it incredible that FedEx is not more concerned about the fact that they have not been able to contact the Kent office on the phone for at least 4 days! I think it's unacceptable for a courier company to be unable to provide any information to me about what's going on or when my delivery is expected to arrive. I know that I am not the only customer with this problem as I have seen other postings on the internet from affected people.

It is my understanding that there are flood warnings in effect for some areas of WA, but it is unclear to me whether this is the cause of the delay. If it is the cause then I think FedEx should have this information to provide to customers when they call. Also, the tracking information for all packages out of that depot should be updated to show that they are delayed due to weather.

I have seen FedEx delivery vans driving around my area, but I guess they are from the Seattle WA depot. I wish there was a way to request that my packages always get routed through their depot...
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#5 Consumer Comment

Hold At Location doesn't work for ground packages

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

Sorry, but what the FedExKinko's employee said is false: I have a Fedex Home Delivery package trying to find me, and I CANNOT get it forwarded to a Fedex Kinkos, nor even to the giant FedEx facility in Seattle on Airport way - I have to drive all the way to Kent to get my package! Yes, I called the service line and they absolutely will not hold at any other location than Kent.

I'd gladly pay extra for Hold At Location service you describe, but it Is Not Available, and every single Home Delivery package with signature required, requires a trip to Kent! Which means I have to actually talk to everyone who sends me anything to make sure they won't use Fedex Home Delivery. Grrr.

Thanks for the thought, though. As soon as the Hold At Location service you describe becomes available I'll be happy to allow people to send me stuff via FedEx again. But for any Seattleite, FedEx home delivery service absolutely sucks, no two ways about it.
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#6 UPDATE Employee

Fedex kinkos employee suggests try Hold at location service

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

I work for fedex Kinkos and heres a suggestion you could always have your package held at a certain fedex station or even a fedex Kinkos location we call HAL (hold at location) most fedex kinkos offer this service at no additional charge and the benefit of this you can sometimes get the package earlier then the courier would deliver it. you dont have be at home to sign for the package and a lot of fedex kinkos store are open 24 hours so you could pick up your package after business hours.. (to locate the closest fedex station/hub/fedex kinkos you can either check fedex website or call 1800 gofedex..
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#7 Consumer Comment

A word of caution...

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

Before having a package shipped to your place of employment, check to be sure that the receiving department is allowed to receive personal shippments. Some companies will not and refuse accepting the shippment.
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#8 Author of original report

Fedex is NOT ALWAYS that bad

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

Just for your information, before this package, I actually did prefer Fedex versus the other delivery services like UPS and USPS. They were ALWAYS reliable and delivered when they said they would deliver, they would even deliver before the expected date (when I ordered stuff from newegg). It's just that this package has been having some problems, and dealing with the problem has been stressful.

I just wanted consumers to know that if you want something delivered during the holiday season, deliver it to your workplace or have someone at home when for the whole week when the package is supposed to arrive OR just pick it up yourself.

So don't take this post as a Fedex hating post. Just take it as one bad experience with fedex. I'll probably keep on using fedex unless this happens again.
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#9 Author of original report

Fedex is NOT ALWAYS that bad

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

Just for your information, before this package, I actually did prefer Fedex versus the other delivery services like UPS and USPS. They were ALWAYS reliable and delivered when they said they would deliver, they would even deliver before the expected date (when I ordered stuff from newegg). It's just that this package has been having some problems, and dealing with the problem has been stressful.

I just wanted consumers to know that if you want something delivered during the holiday season, deliver it to your workplace or have someone at home when for the whole week when the package is supposed to arrive OR just pick it up yourself.

So don't take this post as a Fedex hating post. Just take it as one bad experience with fedex. I'll probably keep on using fedex unless this happens again.
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#10 Author of original report

Fedex is NOT ALWAYS that bad

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

Just for your information, before this package, I actually did prefer Fedex versus the other delivery services like UPS and USPS. They were ALWAYS reliable and delivered when they said they would deliver, they would even deliver before the expected date (when I ordered stuff from newegg). It's just that this package has been having some problems, and dealing with the problem has been stressful.

I just wanted consumers to know that if you want something delivered during the holiday season, deliver it to your workplace or have someone at home when for the whole week when the package is supposed to arrive OR just pick it up yourself.

So don't take this post as a Fedex hating post. Just take it as one bad experience with fedex. I'll probably keep on using fedex unless this happens again.
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#11 Author of original report

Fedex is NOT ALWAYS that bad

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

Just for your information, before this package, I actually did prefer Fedex versus the other delivery services like UPS and USPS. They were ALWAYS reliable and delivered when they said they would deliver, they would even deliver before the expected date (when I ordered stuff from newegg). It's just that this package has been having some problems, and dealing with the problem has been stressful.

I just wanted consumers to know that if you want something delivered during the holiday season, deliver it to your workplace or have someone at home when for the whole week when the package is supposed to arrive OR just pick it up yourself.

So don't take this post as a Fedex hating post. Just take it as one bad experience with fedex. I'll probably keep on using fedex unless this happens again.
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