- Report: #1172329
Report - Rebuttal - Arbitrate
Complaint Review: FedEx Office Print & Ship Center
FedEx Office Print & Ship Center4040 E Thomas Rd Phoenix, Arizona USA
FedEx Office Print & Ship Center KinkosKinko's LIED ABOUT PACKING/SHIPPING, DELIBERATELY SCAMMED ME, CARELESS MANAGER ONLY MADE EXCUSES Phoenix Arizona
*Author of original report: RE: HEY HELENE ,aka- "ROBERT"
*Consumer Comment: This novel of a report has to be a joke...
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For starters, i'll give a bit of background on myself: I have been buying/selling online for over 13 years with over $34,000 dollars in total sales & I have worked in customer service for over 18 years. This is only a fraction of my background, but hopefully all of the above will bring home the fact that this report is not coming from some random nobody who knows nothing about good customer service &/or packing/shipping items. I usually ship with UPS but decided that I would give Fedex a try for this larger item after obtaining a total packing/shipping price TWICE over the phone (from the same store employee [“Ameer”]/for the same item). While never packing/shipping at this location prior to this particular day, I had visited this location NUMEROUS times in the past for laminates/faxes/etc. & had no major issues that I can recall. Like most cost-conscious consumers, i'm the type of person who likes to plan ahead when it comes to purchases: If you give me a SAME DAY price total over the phone after I give you DETAILED specifics in regards to the item I am shipping (dimensions/weight/requested add-ons/insurance/ship-to address), I expect that the total will be the same when I arrive (give or take a few pennies). Sadly, this was not the case on my latest (& final) visit to this location.
I arrived at this Fedex location after picking up some groceries across the street. One thing I have always liked about UPS (the UPS Store to be exact) is that it is hassle-free whereas you bring in your item, you pay the total packing/shipping fee & you leave while they take on the rest of the work. You don’t have to spend the time (nor the energy) PACKING the item because they do all of this between the time you pay the total & the time their truck makes a pickup at that location. After being used to this type of convenience from UPS, my plan at his Fedex location was simple: Come in, drop off my item, pay the packing/shipping fee that was given to me over the phone & head home to put the groceries in the fridge (most of my food items were perishable).
That was the plan, & the first disappointment came upon realizing that I would instead find myself being forced to stand there & wait roughly 15 minutes (with perishable food items sitting in the hot car) while the very person I had spoken to over the phone packed my item as I waited. Initially, “Ameer” somehow convinced me that he was doing a basic arrangement of the boxing prior to me paying, at which point I turned around & began checking emails while he did whatever he needed to do (I didn’t feel like I needed to stand over him to ensure that he was doing his job). To my dismay, it turns out that he was literally doing the ENTIRE packing job right then & there (as I waited), which is not what I expected when coming into the store. Despite this, I continued to wait patiently. After about 15 minutes or so, “Ameer” had his partner print out the shipping form so I could fill it out (something that should have been done right away & I didn't know to inquire as I had never shipped with them before). As I now realized how long this was taking, I asked if I could take the groceries home to put them in the fridge while “Ameer” finished packing my item & “Ameer” then advised that he was nearly done packing.
I filled out the form, then by the time “Ameer’s” partner rang me up, the total came to nearly $10 more than the amount I was given TWICE over the phone. By this time, the box was already sealed, & “Ameer” had oh-so-conveniently stepped from behind the counter to assist other customers (for those who don't know the "tricks of the trade", when you're up to no good, the best way to get away with a low-key scam is to walk away from the counter to assist other customers while you let your partner do your dirty work). Rest assured that “Ameer” knew EXACTLY what he was going to do as I stood there waiting with my back turned… After I inquired about the price difference, “Ameer’s” partner measured the finished box & it turns out that this scam job known as “Ameer” DELIBERATELY added another 8 inches (100% unnecessary) to the exterior length of the box & another inch to the exterior width (so that the price to ship would be higher than what he had originally given me over the phone). So in the end, I was basically taken advantage of as both of these gentlemen knew that A. I had perishable food items sitting in the hot car (which obviously put me on a tight schedule) & B. I was not aware of the fact that “Ameer” was literally doing a full packing job right then & there as I waited (as stated, he initially implied that he was only doing a basic arrangement of the box). Both gentlemen seemed VERY inexperienced/disorganized to say the least, & that right there should have been the “red flag” to tell me that I needed to just grab my item & leave.
On a good day, I would have simply had them take my item back out of the box & I would have left as I don't like being taken advantage of. At this point, however, I just wanted to get home & wasn't trying to stand there waiting another 15-20 minutes to have my item unpacked/re-packed/etc. all because of some idiot scam artist who happened to work at this location. I also did not feel like flying through afternoon rush hour traffic trying to get to UPS (which is where I should have gone to begin with). My main goal was to get the item on its way to the customer THAT SAME DAY, & all of the above placed me into a situation where I had few options. So once all was said & done, I simply paid the total, got the managers name (“Helene”) & decided that I would call in to share my experience with her directly as soon as I got home.
Roughly 20 minutes later, I called the "manager” & it saddens me to say that “Helene” did nothing but make excuses for her people as she sat on the phone making every possible effort to justify their lousy excuse for customer service. Yes, you heard me right the first time: “Helene” made NO apologies, she made NO effort to regain my trust as a 1st-time Fedex shipping customer (at this location), she talked down to me as if I was a newbie at something I have actually been doing for over 13 years (aka- shipping items), & she just left a very bad taste in my mouth altogether. Maybe it’s a "New York" thing (she is clearly from the East Coast, judging by her accent) where you think you can argue with people in a passive/aggressive manner & treat people any kind of way, but i'm not one to put up with that kind of crap & I most certainly don't deserve that type of treatment when I work just as hard for my money as anyone else. It is unacceptable, it is unprofessional, & in my eyes “Helene” is a sad excuse for a manager (judging by the lack of ethics coming from some of those people who work under her, in addition to her very evident lack of concern in regards to my experience at her location). Prior to speaking with “Helene”, I had actually considered POSSIBLY packing/shipping at this location again in the future (while A. proceeding with caution, B. keeping a VERY vigilant eye & C. being VERY firm with whoever I dealt with at the counter), but after experiencing “Helene’s” lack of empathy first-hand, I decided that I would never ship via Fedex again (at least not this location). In addition, I also decided that I would be contacting Fedex corporate to share my experience.
With all of that being said, let me give you some tips on good customer service, “Helene”, since you clearly DON'T have it all figured out & it is obvious that you need some SERIOUS help in this very basic area: Good customer service (in this case) would consist of either of these gentlemen suggesting (UP FRONT) that I would need to stand there & wait for them to completely pack my item before paying & leaving the store: In other words, instead of sitting on your behind while your people chase off prospective repeat customers, you get OFF YOUR BEHIND, you be PROACTIVE & you train your people to set the right expectations with the customer UP FRONT (from the VERY FIRST interaction with the customer) so that the customer is not feeling like they're being misled &/or caught by surprise...
In addition, good customer service (in this case) would consist of either one of these gentlemen advising me (BEFORE sealing the box) that the shipping total would be higher than the total I was given TWICE over the phone: If the external dimensions for the custom box would be larger than the (already oversized) custom box dimensions you had already presented to the customer over the phone, SAY SO instead of having the customer standing there like an idiot thinking that you're making the box using the same external box dimensions that you had already given them over the phone! WOW, Helene, this is not rocket science: This is common sense/common courtesy, it (once again) would have set the right expectations & it would have given me (aka- the CUSTOMER) the opportunity to save $10 & pack/ship elsewhere (and no, $10 isn't alot of money to some people, but it still matters especially in regards to PRINCIPLE)… Last but certainly not least, good customer service stands behind the old saying that the customer is ALWAYS right, & when you care about your customers, you go OVER & ABOVE to ensure that the customer is happy (even if it means putting away your bloated “East Coast” ego & stepping outside of some stupid rulebook that you have sitting on a desk somewhere in your back office): This sadly wasn't done by “Helene”, “Ameer” or his friend, & as a result I won't be returning to this location for my future packing/shipping needs (& I probably won't be returning for anything else either).
As mentioned, I have had few (if any) issues in regards to laminates/faxes & other services during prior visits to this location. Nonetheless, when it comes down to packing/shipping, this location is just pathetic in my eyes, they are downright unprofessional & I only wish I had known how pathetic/unprofessional they were in regards to packing/shipping BEFORE making the ill-fated decision to give them a try. Despite my past experiences at this location, I won't be recommending this location to anyone, & my reason for this is simple: In nearly EVERY case, whenever a customer experiences poor customer service from an employee at any business (local shop, restaurant, hotel, etc), that employee is nothing more than a direct reflection of the MANAGEMENT. This only confirms the following: Whenever the "shepherd" is misguided, the "sheep" will surely follow & I refuse to be victimized again by scam artists who give you one price but then pull shady scam moves behind your back (while you wait) as a means of squeezing more money out of you than what was initially presented (and yes, the "icing on the cake" comes when you have the "manager" sitting there making excuses for this crap when you call in to notify her about it [instead of being professional, apologizing & making some type of sincere effort to regain your trust as a REPEAT customer]). Just pitiful & disgusting. MY ADVICE (TO THOSE WHO MAY CONSIDER PACKING/SHIPPING AT THIS LOCATION): Stick with UPS even if you have to pay a couple dollars extra (because at least you know they won’t try to scam more money out of you at the counter). Lesson learned/never again.
This report was posted on Ripoff Report on 08/26/2014 01:55 AM and is a permanent record located here: http://www.ripoffreport.com/r/FedEx-Office-Print-Ship-Center/Phoenix-Arizona-85018/FedEx-Office-Print-Ship-Center-KinkosKinkos-LIED-ABOUT-PACKINGSHIPPING-DELIBERATELY-1172329. 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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