Fed-ex just lied to me and messed up my Saturday
*Warning - looong story*
Earlier this week I had a double flat, and as I was repairing it I noticed the back tire had a cut. I used a $5 bill between the tire and tube to get me back safely, but knew I needed a new set of tires.
I realized that it would be cheaper to buy the tires (which are on clearance) from Performance and have them shipped overnight mail, than to buy the tires from a LBS.
I placed the order Wednesday evening, because that would get the tires here Friday. I was hoping to get out for a sponsered charity ride this morning.
I got home from work on Friday and saw that the tires weren't here. So I tracked the package, and saw that it had not been delivered because the package had an incorrect address.
I've been through this before. Anyone not familiar with the location will see the street address and assume it's a mistake and that it's supposed to be delivered to an adjacent town, which has a street by the same name. The street in my town is small, and many people don't even know it's here. Last summer, both UPS and Fed-Ex made this mistake when their regular drivers were on vacation.
I called Performance, and the customer service rep there called Fed-Ex to let them know the original address was correct. Fed-Ex told Performanace that they were putting the package on a truck and were going to try a P.M. delivery. I stayed home last night, waiting for the package to arrive.
This morning, I called Fed-Ex myself at 8:00am. The rep told me that the shipper had the wrong zip code and that was the problem. The zip code she gave me was indeed for the adjacent town. I told her I was certain the original zip code was correct and the problem started at Fed-Ex. She insisted it was the mistake of Performance, and told me to call at 10:00 and ask to speak directly with the manager at the regional facility (which opens at 10) - she gave me the person's name and the code for the facility.
10:00 - I call back and ask for the manager at that facility. Different person on the line - once again asked me for the details and once again insisted that the original zip code was wrong. I told him I was certain it was correct, and was trying to reach the manager at the local facility. He said that customers aren't allowed to speak to facility managers - only he was. I then asked why the first person I spoke to that morning specifically told me to call the manager. I also mentioned the "p.m." delivery that was apparantly never even attempted and told him that Fed-Ex has now lied to me twice. As I was speaking, I he put me on hold.
Finally I got through to the manager at the local facility. I explained the story again, and she looked it up and said the original zip code was correct and the call center reps were lying to me about it. She said the package was on the truck, and I gave her some cross streets so she could call the truck driver and make sure it got to me. I asked her what to do about the call center people who have now lied to me several times. She asked if I had taken their names, but of course I hadn't. She did suggest that I call again and demand my money back.
I took her name because she was the first person at Fed-Ex who was owning up to the mistake and doing everything she could to fix it. I'll be writing a nice letter about her to the company.
The package came about 15 minutes later. I looked at it, and sure enough, the original address was correct and someone at Fed-Ex had slapped a hand-written label on the package with the wrong address in the next town.
I'm not really sure what to do now. I will call Performance and tell them the story so they see how horrible their shipper is. Maybe if more of these complaints come it, they'll stop using Fed-Ex. But I'm not sure what action I should take with Fed-Ex when it's clear that their customer service reps were lying to me and trying to shift the blame onto Performance.
I'm so frustrated right now. But at least I can get an afternoon ride in today.
