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“Re: Tracking ID: 275992027565 and case number C-153732652, SFC1390809
Tracking said delivery Monday. Then it said an attempt was made but must have been wrong address (or they lied to avoid admitting responsibility for being late) as Ring doorbell confirms no FedEx agent arrived. No signature or door photo provided. When package failed to show after I waited a day, I tried to phone and am told that the number has changed but nobody will talk to me if I don’t have an account. I finally reach customer service agent Mohammed Amine via chat and arrange for delivery on Tuesday. He asked for a thorough description of my house. Half an hour later, I received another so-called delivery attempt while I was home. Again, no proof and nobody appears on my Ring doorbell. When package did not show on Tuesday, customer chat agent Mehmet said that it was coming Wednesday, even though tracking continued to show that it was coming until nearly midnight yesterday, forcing me to wait at home. After midnight, no date was provided for delivery: a date would now only be “assigned” once the package… (at the Crayford depot)… “started to move”. Customer service agent Weronica said at 8:29 am today that she was escalating the case and supplied me with number C-153732652. She told me that a senior FedEx agent would contact me by phone or email within 4 hours. At 9:15, I speak with customer service agent Marek, to see if I can collect as I am now exasperated. He told me there are no guarantees and is unclear about whether I can collect today and suggests I wait for the senior FedEx agent to call me back. After 4 hours have passed and they have not called, I contact a customer chat agent again named Katarzyna K. She tells me that there has been no agent assigned, for which she apologises. She tells me that she will now escalate the matter to the “dedicated escalation team” where an agent should be assigned to me asap and be back to me in the next hour. She provides me with an escalation number - SFC1390809. And she later adds that if the agent does not call me in the next hour, it will be escalated to the “supervisory team”. They did not call. I then leave to embark upon a desperate 3 hour journey in the suffocating heat to hopefully collect the parcel - at my own risk and expense (I don’t drive and the area is remote and dodgy). A supervisor phones from Belgium hours later than promised to tell me the parcel is ready for collection, but I can’t get his name as I am walking and scared my phone will be stolen. I pay for a return trip (Lewisham to Slade Green) and walk an additional half hour from Slade Green station to an out of the way industrial estate. After finally locating the building (Unit 1/ 20 Kennet Road/ Dartford/ London), I find that the door is locked and panic because it is only a little after 4:00 pm so it should still be open. After knocking lightly on the door, the middle-aged woman with the desk closest to the door turns and snarls (not the young one with the fake eyelashes or the skinny one with the long hair) and rolls her eyes, and loudly brays: “Why do people not use the bell!?”. I finally get my package (and immediately receive a text saying FedEx has delivered my package!) and start the long journey home. Cost to me: 2 and a half days of waiting, a return ticket, and a 3 hour journey in the heat in addition to the original postal fee. Cost to seller: 4 long distance phone calls and a lot of lost time.
This company deserves to be culled and the average rating of just over “1” attests to this. If you value your customers, don’t use FedEx as many -including myself now - will go with another company who doesn’t use FedEx to save themselves the misery.”
