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FedEx Corporation

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Our customer experience record for FedEx Corporation includes complaints from all of its locations.

If you would like to ask for BBB's assistance in resolving a dispute, please include the tracking number or FedEx account number involved when submitting your complaint to avoid delays.

Complaints

This profile includes complaints for FedEx Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12,123 total complaints in the last 3 years.
4,609 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/26/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a package coming from ***** that has had a customs delay for almost a week. She in has stated they have already provide the required information to Fedex. I have also emailed them the information but its still stuck. However I have two more package coming from the same company that went through FedEx customs just fine. The tracking number for those is ************ and ************
Business Response
Date: 09/27/2024
Dear ******* *******,
This is in response to your Better Business Bureau inquiry regarding tracking number 279622842914.
We understand your concerns regarding the clearance process with Customs for this package.
Per our conversation, our records indicate that additional paperwork is required from the shipper in order to be cleared and released by Customs.
The documents must be received by no later than September 27, 2024 in order for the package to clear and be shipped to you.
Please contact your shipper for any additional information regarding this shipment.
On behalf of FedEx, we regret any inconvenience you may have encountered.

Respectfully,
FedEx
Customer Answer
Date: 09/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

******* *******
********************
Ypsilanti, MI 48198
Initial Complaint
Date:09/26/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For 9 months, every single delivery is left out in the sun, rain, and open to theft! I have it stated in my account that all deliveries should be left in the porch. Some packages are also smashed, open, and/or damaged. I've been complaining but they won't fix the problem. Fed Ex has become the worst delivery service out there.
Customer Answer
Date: 09/27/2024
I'll need a couple days to look up all of them. Its 9 months worth.
Customer Answer
Date: 09/28/2024
More Information...279720239635
Business Response
Date: 10/04/2024
Dear *** *********:

This is in response to your inquiry addressed to the Better Business Bureau.

We are very concerned to learn of your dissatisfaction with the handling of the shipments traveling to your address.

The appropriate management has been notified of your delivery concerns for an internal review with the drivers responsible for serving your area. We certainly regret any inconvenience you have encountered.

We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx

Business Response
Date: 10/10/2024
Dear *** *********:

This is in response to your inquiry addressed to the Better Business Bureau.

We are very concerned to learn of your dissatisfaction with the handling of the shipments traveling to your address.

The appropriate management has been notified of your delivery concerns for an internal review with the drivers responsible for serving your area. We certainly regret any inconvenience you have encountered.

We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx

Customer Answer
Date: 10/11/2024
I won't change my mind unless they start doing the deliveries right.
Customer Answer
Date: 10/11/2024

Complaint: 22344171

I am rejecting this response because:

Sincerely,

*** *********
Customer Answer
Date: 10/15/2024
More deliveries--more failure!!! Yesterday I got more deliveries and they were left outside once again! Everything is melted and one box is smashed! I will not cancel my complaint!!
Business Response
Date: 10/22/2024
Dear *** *********:

We are very concerned to learn of your dissatisfaction with the handling of the shipments traveling to your address.

The appropriate management has been notified of your delivery concerns for an internal review with the drivers responsible for serving your area. Delivery instructions had been updated. We certainly regret any inconvenience you have encountered. As part of the solution, a direct contact number has been made available to you to assist with any future shipments that may require attention.

We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 10/26/2024
Failure again. Order *********** was left outside again! No one is fixing this!!!
Customer Answer
Date: 10/26/2024

Complaint: 22344171

I am rejecting this response because: It still isn't fixed! The drivers are lazy and illiterate.

Sincerely,

*** *********
Customer Answer
Date: 10/27/2024
10-27-24
Another day-same failure. Order *********** left outside again! Not where it should be! Still not fixed!
Customer Answer
Date: 10/28/2024
Good faith effort my ass! This is bs! You just closed it because you don't want to do your job the right way either! What good is the BBB?? You don't do anything! Worthless!
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im filing this complaint because I requested a package to be returned to the sender which is me and the service wasnt used and I was charged ***** on my credit card for the shipment and I dispute the charge with Cardless AMEX and it was denied by my bank and the charge was rebilled back on my credit card this is very expensive shipment . Customer told me he didnt want the package and requested to be returned to me and Im out of ***** and Im requesting for a full or partial refund . Please give me my money back on my SSI and I cant afford this
Business Response
Date: 10/03/2024
Dear Jermmie *****:
This is in response to your inquiry addressed to the Better Business Bureau.
The return charge for tracking number ************ is valid according to the FedEx Service Guide. Here is a link to the FedEx Service Guide for your review. ********************************************************************;
As a one-time gesture of goodwill, a credit for $34.71 was processed on October 3, 2024 back to the billed credit card. If additional assistance is needed, please contact your financial institution.
On behalf of FedEx, we regret any inconvenience.? Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,
FedEx
Customer Answer
Date: 10/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

Jermmie *****
******************
*********, ** 75134
Initial Complaint
Date:09/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have dropped off a shipping box on Sep 6, 2024. It was supposed to be delivered by Sep 12th, but till date Fedex did not find the package and they are not providing the details on the case that I have created with them. They eventually had me file a claim, we had our clothing worth about $923.09 in the package and Fedex is now saying that they can only issue $100 payment. Is this some kind of a joke? We want either our package to be found out and handed over to us or reimbursed the full amount for the claim.
Business Response
Date: 09/30/2024
Dear Mr. ***************** is in response to your inquiry addressed to the Better Business Bureau.

As we discussed,the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 279156633768,
that was lost in transit. They are conducting an additional search at their facility, although the previous searches did not locate the package, noted on September 6, 2024, and you
will be updated.
Our records indicate a Claim was paid on September 23, 2024, for the maximum limit of liability + shipping, because there was no declared value noted when shipped.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 09/30/2024

Complaint: 22343374

I am rejecting this response because: I do not accept the claim amount paid ($100), when the actual claim amount is $923. Fedex did not advise on declaring the value and in fact said not required. The only resolution I can accept on this to find my package or pay the full claim amount.

Sincerely,

******* *****
Business Response
Date: 10/01/2024
Dear Mr. ************** is in response to your inquiry addressed to the Better Business Bureau.

As we discussed, the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 279156633768,
that was lost in transit.
An additional search was conducted by the local Ground facility however the package was not located. We will alert you if additional information is obtained.
Per FedEx policy, the maximum limit of liability is $100 + shipping, if there is no declared value noted on label.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 10/02/2024

Complaint: 22343374

I am rejecting this response because: I keep getting same the response saying the package is not found. How can FedEX loses at 18lbs box? And if it is lost, compensate me for the amount I claimed. Please DO NOT wash your hands by putting out a generic message!! Where is the ownership? Where is the accountability?
The only resolution I can accept is return my package to me or compensate me for the amount I claimed.

Sincerely,

******* *****
Customer Answer
Date: 10/02/2024

Date Sent: 10/2/2024 10:31:32 AM

Complaint: 22343374

I am rejecting this response because: I keep getting same the response saying the package is not found. How can FedEX loses at 18lbs box? And if it is lost, compensate me for the amount I claimed. Please DO NOT wash your hands by putting out a generic message!! Where is the ownership? Where is the accountability?
The only resolution I can accept is return my package to me or compensate me for the amount I claimed.

Sincerely,

******* *****
Business Response
Date: 10/07/2024
Dear Mr. ************** is in response to your inquiry addressed to the Better Business Bureau.

As we discussed, the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 279156633768,
and the Ground facility manager called you on October 3, 2024, and advised they had not located the package.
We have escalated you claim for review to the ******************** team. You will receive an update once their decision is rendered and it will be final.

Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 10/07/2024

Complaint: 22343374

I am rejecting this response!
As per our conversation, I have by now said multiple times that the only resolution I can accept is locate my package and handover to me or pay the total claim amount about $900.
FedEx cannot lose a package this way and try to dust your hands, this is like stealing money and time.

Sincerely,

******* *****
Customer Answer
Date: 10/14/2024

From the CONSUMER:
Sent 10/7/2024 4:28:57 PM
Read by ********************** on 10/7/2024 4:31:28 PM

Complaint: 22343374

I am rejecting this response!
As per our conversation, I have by now said multiple times that the only resolution I can accept is locate my package and handover to me or pay the total claim amount about $900.
FedEx cannot lose a package this way and try to dust your hands, this is like stealing money and time.

Sincerely,

******* *****
Customer Answer
Date: 10/14/2024

From the CONSUMER:
Sent 10/7/2024 4:28:57 PM
Read by ********************** on 10/7/2024 4:31:28 PM

Complaint: 22343374

I am rejecting this response!
As per our conversation, I have by now said multiple times that the only resolution I can accept is locate my package and handover to me or pay the total claim amount about $900.
FedEx cannot lose a package this way and try to dust your hands, this is like stealing money and time.

Sincerely,

******* *****
Business Response
Date: 10/16/2024
Dear Mr. ************** is in response to your inquiry addressed to the Better Business Bureau.

As we discussed, the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number 279156633768,
Your claim was escalated to the *************************** team, of which is the highest level, for review and you were sent their final decision on October 8, 2024.
The package is lost and the claim is considered settled. There will be no additional information provided.
Please accept our sincere regrets for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 10/16/2024

Complaint: 22343374

I am rejecting this response because FedEx is lying. They did not settle the claim, as stated they are trying to dust their hands by citing reasons that doesnt make any sense. No amount was paid to me. Fedex should find my package or pay the total amount of $923.

Sincerely,

******* *****
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent my computer to **** for repairs and when it arrived at their repair location it was damaged. I opened a claim with FedEx, and it was denied. I have tried to contact a manager or supervisor to fight the decision as they were the ones that damaged my computer, and I do not understand why they will not cover the cost of the damage. I have called more than 4 times and am never called back or have not had any communication from them at all. I have uploaded the photos of the damage. I am very frustrated, and I no longer have a computer and cannot afford to purchase another one. Thank you, ***** ********
Customer Answer
Date: 09/26/2024
The damaged product was an **** C27-1700-EB11, SN: DQBJKAA00231600A1E3000, SNID: ***********, was purchased at Best Buy on September 10, 2023. The cost was $1025.46. My order # from Best Buy was **********. I sent it back to **** on August 3, 2024, and it was received by them on August 7, 2024. The damage to the computer was a broken stand, chassis damage on the right bottom corner. I was sending it in for repairs as it would no longer turn on, and it was still under warranty, so I was sending it to the repair facility in *********** to get it repaired. The only reason it had a shipping label on it from **** was there customer service department told me I could drive it to the repair facility and drop it off, when I got there that was not the case. They offered to pay for the shipping because of their error. I packaged it according to the instructions with bubble paper, cardboard, packing tape. I had them put fragile stickers on the outside at the shipping facility. I tried to go through **** claims, and they said I had to go through FedEx. Then FedEx said I had to go through **** as they were the shipper. But **** and FedEx have an agreement that they do not submit claims. I got an affidavit from **** so that I would then be the complainant, but I am still getting the run around. You can see the constant back and forth with no one at FedEx willing to contact me in person.
Business Response
Date: 10/01/2024
Good morning,
Your claim documents were received and the claim has been processed on 09/30 for the $899.99 that you requested. A check will be mailed out to you via postal service. If you have any further questions please reach out.
Regards,
****** *. | Executive Managememt | FedEx

Customer Answer
Date: 10/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

***** ********
336 ******* Trail
******, ON L9T 6S4 ******
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tracking number: ************ I had my friend ship a business item to me from ******** ***** to ************************************* ****** on June 11th 2024. We paid for the express overnight shipping. It is now Sept 26th 2024 and the package has still not arrived. Each person I talk to at FedEx changes their story. One person said package is lost and I'll need to fill out a form, another said its at customs and I'll need to hire a 3rd party to "negotiate" with customs. Another said its in a warehouse in ****** "ready for delivery". One said this is a FedEx of Mexico issue and to not call the US number any more. No one knows what they're talking about. I need this package, its been 4 months and FedEx keeps lying. I need my package.
Business Response
Date: 10/17/2024
Dear : **** ***********,

This is in response to your inquiry addressed to the Better Business Bureau.

We understand your dissatisfaction with the handling of the shipment traveling on package tracking number ************.

We understand your concerns regarding the clearance process with Customs for this package.

Our records indicate the shipment traveling on package tracking number ************ was not released by Customs due to additional paperwork was required from the recipient and or shipper, proof of purchase however, we were never able to reach the recipient. Therefore, the package was forwarded to a customs-bonded warehouse.
On behalf of FedEx, we regret any inconvenience you have encountered and appreciate your patience.

The package has now been released and delivered on 10-16-2024 at 5:56 P.M.

We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Initial Complaint
Date:09/26/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Monday, September 23, 2024 I was scheduled to receive an order I purchased from *******************. Upon my arrival home from work I noticed package hadn't arrive to my home. At 6:40 pm on this day I checked tracking to see if there was a delay and saw that package had been delivered to a front porch that wasn't mine. I attempted to reach out to FedEx at their ***** number and was told I must initiate a claim with New Era, who has yet to reach out to me. On Wednesday, September 25, 2024, 11:35 am, I contacted FedEx Ground in ************, ** and spoke to a person that stated the person who delivered item would need to go back and track where he left package. I contacted the ************ location after being informed by FedEx *********** at ********************* in ******* that my package was delivered by FedEx Ground, ************ being the nearest ground location. I drove to *********** and spoke to a person there regarding the issue at 6:45 pm on September 24, 2024. I have enclosed a photo of where package was delivered and a second photo being my actual front porch. I am seeking some type of resolution to address this matter. I understand that I may never receive my order, but I feel the least they can do is notify New Era of this error. I would have contacted Ground in Olive ****** sooner but I learned of their involvement a day later.
Business Response
Date: 10/04/2024
Dear ***** *****,
Your report to the Better Business Bureau regarding tracking number ************ was received. We regret any inconvenience you experienced as a result of this situation.

Our records indicate the package was delivered September 23, 2024, at 10:39 a.m. We are concerned to learn of your report that the shipment was not located.?
Additional research has been conducted in an effort to locate the shipment.? We regret that we are unable to provide additional information regarding the location of the shipment.? Because your financial arrangements were with the shipper, we ask that you contact them for further assistance regarding reimbursement or replacement.? The shipper can contact FedEx regarding a claim.?
On behalf of FedEx, we regret any inconvenience you have encountered.? We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx
Customer Answer
Date: 10/04/2024

Complaint: 22341150

I am rejecting this response because: Although New Era did reimburse me, they hired FedEx to properly place items purchased at the address given. What good is GPS, which I assume is being used if the ground transporter delivers items to someone else's address? I do understand that mistakes are made but if using GPS correctly, mistakes of this nature shouldn't happen. I would like to know that if ordering again and your the delivering party I can have faith that my package will be delivered to the appropriate address provided by ******* or any other business for that matter. I shouldn't have to contact them when they aren't the ones delivering items.

Sincerely,

***** *****
Business Response
Date: 10/07/2024
Dear ***** *****,
This is in response to your rejection.
Local management has now reached out to you to address your concerns.
On behalf of FedEx, we regret any inconvenience.
Respectfully,
FedEx

Customer Answer
Date: 10/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Someone from Fedex reached out to me and were very helpful. They followed up with another package I received today so I am satisfied with their response.

Sincerely,

***** *****
**********************
*******, ** 38141
Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/24/24 I took a package to the FedEx office at ********************************************************************************. When I entered the store the lady only asked where the package was going and when I needed it delivered. I gave her the information and paid for the postage. I was provided a receipt as I left. The package contained an iPhone 15 which was new and purchased from ******** for a family member. The FedEx store and tracking number stated that it should be delivered on 8/28/24. I checked the tracking number ************ on 8/28/24 and noticed that the tracking number showed on the FedEx site that it was still in **************, **. I waited about a day or two and checked the tracking number again and noticed that the tracking status didnt change. I went down to the office in ************** to inquire about the package and they stated it showed that it was picked up from them from their distribution team and didnt know why it hadnt been shipped yet. I asked them to find it but they stated they couldnt locate it as it showed it was still in their possession. They then told me to file a claim with FedEx. I then Filed a claim on 9/3/24 C-161291773 Ref-***** which after a few days and a few responses later it was closed as they could not find the package. I was then instructed to file another claim since the first one was closed with no resolution. I filed a second claim on 9/18/24 C-162978427 as instructed and it was resolved with only paying me an amount of $114.45 which claims this is the amount that was declared. $100 value and $14.45 for shipping. I was never asked for a declared value when I first brought the package on 8/24/24 and would have if asked. I would like the rest of the amount I paid for the item ($714.55 for an iPhone) I can provide the **** of the phone in question and receipt from Spectrum.
Customer Answer
Date: 10/15/2024
I received an email from fedex stating that the shipment was sent with a declared value. I was never asked or offered a different declared value. My package was stole from an employee at this location. Had I been given the option for a declared value I would have given the amount at the time I shipped it. This was never explained or offered to me.
Business Response
Date: 10/16/2024
Good afternoon Mr. ******************* provide the **** and receipt for the phone by sending it to *************************************************************************** and the claim will be reviewed further.
Thank you,
****** *. | Executive Assistant Specialist | FedEx

Customer Answer
Date: 10/18/2024

Date Sent: 10/15/2024 6:23:40 PM
I received an email from fedex stating that the shipment was sent with a declared value. I was never asked or offered a different declared value. My package was stole from an employee at this location. Had I been given the option for a declared value I would have given the amount at the time I shipped it. This was never explained or offered to me.
Customer Answer
Date: 10/18/2024
****** has responded and asked for information on the order of the missing shipment, I've sent this to her on 10/16/24 and have not yet heard any further information from her.
Business Response
Date: 10/21/2024
Good afternoon,
Your claim has been reviewed and a secondary search was completed. That search proved to be unsuccessful, so I am going to pay the balance of the phone claim at an amount of $729.00as a one-time goodwill gesture. Please make sure that whenever you ship an item that you declare a value, or the package will be held to the maximum liability amount of $100. Please accept our apologies for the issues that you have encountered with our service.
Sincerely,
****** *. | Executive Assistant Specialist | FedEx...
Customer Answer
Date: 10/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution on the condition of payment for the package that was mishandled.

Sincerely,

*** *****
*******************
****************** 81504
Initial Complaint
Date:09/26/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good morningOn 9.15.24 I submitted and paid for an order using afterpay. After the order was submitted, I received notification the order was being shipped to ********************************************I made several attempts immediately to correct the address with **** ****** Brands and I requested for FEDEX to hold the package at one of their locations based on recommendations by ****/*******************. I also reviewed my afterpay account on the same day the order was submitted and afterpay reflected ******************************************* as my mailing and billing address.Some how ****/****** brands obtained an address I have not been living at since August 2022. I've also made recent purchases from August 2023 to May 2024 using my afterpay account and have received my packages at **************** location.I submitted a claim with FedEx and ****************** for package not received. I have not been able get any traction to resolve the missing package. FedEx tells me to contact the shipper and HOKA tells me to contact FedEx.The order number with ****************** is NA31390723 The tracking number with FedEx is ************ The case # with FedEx is C-162807735FedEx closed the case stating missing package was delivered. Even though it was not delivered to the correct address.Please advise. It is not right for me to pay for a product I never received.*********
Business Response
Date: 09/30/2024
Dear ********* ****

Your report to the Better Business Bureau regarding tracking number ************ was received. ?We regret any inconvenience you experienced as a result of this situation.

Our records indicate your package has been successfully delivered to the correct address as provided on the tracking label. Because your financial arrangements are with the shipper, you should contact them for further assistance regarding reimbursement or replacement.

Thank you for your patience in this matter and for shipping with FedEx.

Respectfully,
FedEx
Customer Answer
Date: 09/30/2024

Complaint: 22342284

I am rejecting this response because a request was submitted and confirmed received for the package to be held at the ********* grocery store in ********, ******

Sincerely,

********* ****
Business Response
Date: 10/01/2024
Dear ********* ****

This is in response to your inquiry addressed to the Better Business Bureau.

Our records indicate you requested FedEx tracking number ************ to be redirected. Unfortunately, we were unable to accommodate this request, and the package was delivered to the address on the label provided by the shipper.

According to the FedEx Service Guide under Terms and Conditions:
FedEx Ground will not be liable for, nor shall any adjustment, refund or credit of any kind be given as a result of, any loss, damage, delay, misdelivery, nondelivery, misinformation or failure to provide information caused by or resulting in whole or in part from: Our compliance or noncompliance with any request to intercept a shipment in transit, or to prevent delivery.

We are certainly aware that our customers expect only the best possible service, and we are concerned that we failed to meet your expectations.

On behalf of FedEx, we regret any inconvenience to you and all involved parties for any consequences caused by this incident. We hope that we will have future opportunities to serve you more favorably.

Respectfully,

FedEx
Customer Answer
Date: 10/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I am closing the case because Hoka has offered a resolution. I do however recommend that FedEx update their system and website to reflect their policies. It is very misleading to offer a service with hidden rules that are not known to the customer. Another recommendation is that FedEx allows the shipper to update shipping request prior to packages are in transit as the features to update an address or to hold a package did not become an option until the package was in transit.

Sincerely,

********* ****
*************
*******, TX 76036
Initial Complaint
Date:09/25/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Delivery driver damaged products and had an attitude upon being rude
Business Response
Date: 10/04/2024
Dear Barbara Krueger:

This is in response to your inquiry addressed to the Better Business Bureau.

As we discussed, your concerns regarding the handling of the delivery as well as the poor customer service experience have been brought to the attention of the appropriate management and will be addressed internally.

On behalf of FedEx, we regret any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.

Respectfully,

FedEx

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