“Rush” Delivery: Why FedEx Doesn’t Understand the Concept
Friday afternoon.
I’ve picked up a surprise gift for a very close friend.
One of those things where they’ll open it and poop themselves in delight.
One of the latest and greatest technologies that I absolutely need to get to them the morning after it comes out to make it all the more awesome.
Of course it’s an Apple product.
So I go to my local FedEx branch in Santa Monica, get it all boxed in its cozy little foam oasis, and walk up to the counter.
Last time, I was admonished for filling out the address label incorrectly.
Don’t quite know how that’s possible unless I wrote “PENIS” in the zip code area, but whatever. Best to put in the preliminary address info and let them do the rest.
After all, they’re professionals.
I tell the gentleman who has sent my packages a couple of times before precisely when it needs to be there.
“As soon as possible,” I said. “Money is no object. I absolutely need it to be there first thing tomorrow morning.”
“No problem!” he said, scribbled out the rest of the label, rang up the bill ($70?! *faints*) and off it goes.
Saturday morning comes around.
My friend has been notified a package is coming and what’s in it. Surprises are lame, and I want him to be home to get it and sign off on it.
He waits outside all morning in anticipation.
3PM. No delivery.
I get the tracking number and put it in the FedEx app.
Marina del Rey.
At LAX.
Nowhere near the destination.
I call FedEx.
After getting transferred through 3 different people, I finally arrive upon a manager.
“Sir, it’s stated that the package will arrive on Monday.”
“WHAT?!” I exclaim, “I specifically said Saturday morning! Is there ANY way you can get it there?”
Manager leaves for a moment, I sit there, sweating.
The whole idea of this was to get it there as soon as possible. By Monday, it’s pointless. Three days have passed. AND I PAID SEVENTY BUCKS TO GET IT THERE ON SATURDAY DAMMIT.
“Sir, the box checked on the slip says ‘Next Business Day delivery’. There’s nothing we can do.”
At this point, I’m ready to explode.
I hyperventilate into the phone. I ask if I can go to Marina del Rey and fly it to the destination myself. I check flights leaving within the hour. I ask if it can be put on a same-day truck. Nope, it’s in the truck, it’s locked, and it will be headed east.
This was the biggest waste of 70 bucks ever. For that much money to ship a tiny cardboard box, 1/3 the size of a shoebox, and not even have it get there the next morning, is ridiculous.
“I can submit your claim to invoice services,” they say.
That’s fancy talk for “maybe we’ll give you a refund, if we remember. If.”
I hang up, defeated.
Monday the package finally arrives at the destination. My friend was disappointed about it not getting there Saturday, after all, wouldn’t you be if that’s what you were told and you waited outside for something like a kid on Christmas morning?
I was still livid. No call from FedEx, no further contact, nothing. It was as if it was my fault their employee screwed it up and I had no choice but to live with their failures.
If I ever require an organ transplant, make damned sure it isn’t through FedEx. Otherwise, it’s cheaper to just buy the damn coffin which you’ll need anyway.
Weeks later. No correspondence. No apologies. No nothing.
I call up FedEx hoping for an update.
Had to ask for a refund again. It was granted. Waiting for card to be credited.
It’s upsetting that it was their mistake and the only apologies made were that I was inconvenienced.
It was more than an inconvenience. It was a failure to provide a service correctly. One that was expensive. One where I entrusted them with my dollars to do the job their reputation is built upon.
To say I’ll never use FedEx again is an understatement.