Fed-ex just lied to me and messed up my Saturday

[hurleygirl]

*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.

[mimitabby]

glad your package came and you can ride today. I read your whole story
and saw that you were from NJ; where I grew up.

Once upon a time (long long ago) I was lost; looking for an address in NEwark, NJ. I stopped at a gas station and asked for directions. the guy said "Can't help you lady; hey, that's a newark address; this is Irvington. "
I drove 2 more blocks, and sure enough there was a sign "welcome to Newark"

[hurleygirl]

Ah...northeastern New Jersey is a maze to me. I get lost up there all the time.

[Bad JuJu]

Hurley, I would go ahead with the letter you plan to write to FedEx and mention both the truth-telling, helpful lady by name and the loser-liars who did everything BUT help. Maybe if you mention the time and date when you called and the gender of whoever you talked to, whoever gets the letter can narrow it down.

Other than the call to Performance about FedEx's poor, um, performance, I don't know what else you could do. This is one case in which it might've cost less--at least in frustration/irritation--to use the LBS, even though their price was higher.

BTW, I grew up in north Jersey, too--born in Irvington, grew up in Newark, then the suburbs. But it was a whole different world then--I was a kid of the 50s.

[hurleygirl]

Other than the call to Performance about FedEx's poor, um, performance, I don't know what else you could do. This is one case in which it might've cost less--at least in frustration/irritation--to use the LBS, even though their price was higher.

Yes, the lesson I've learned today is that the gods will get angry when I don't use my LBS in an attempt to save money.

[snapdragen]

hurley, was this fed-ex air (purple and orange truck) or fed-ex ground (green and blue(I think) truck)? I've heard really bad things about the ground service.

[hurleygirl]

hurley, was this fed-ex air (purple and orange truck) or fed-ex ground (green and blue(I think) truck)? I've heard really bad things about the ground service.

Ground.

Just got back from a very nice 40 mile ride, and it only took about 45 minutes till I stopped thinking about this and started enjoying the ride.

[Running Mommy]

Funny.. I have the same problems with UPS out here! It seems that in the Phoenix market UPS delivers things when they have time to get around to it. Never mind that it was sent 2nd day and it takes them 5 days to get it to you. They are the WORST here!!
But fed ex isn't much better IMO. They supposedly left a package at my doorstep, but I never got it. Either it was stolen or it went to another person. From the time they said they left it on the doorstep to when my son got home from school was less than an hour. It may have been stolen, but those must have been some fast moving thieves! And I live in an UBER safe hood. Who knows?? Maybe I was the one victim of crime in this area?? All I know is I have never given them a signature release, and they would not do anything for me. So 159.00 worth of Terry bike skirts were lost! And Terry wasn't much help either... sigh...

[Triskeliongirl]

I have a similar problem but its not just with fedex, its with usps, ups, fedex, you name it. My street has an east and west version that are a block apart, and we constantly get mail for the west version and the west version contantly gets our mail, packages, etc. At least its only a block away, and we can usually walk or drive order to straighten things out, but it gets old, especially when our regular mail carrier cant even get it straight! Sometimes I just have stuff shipped to my work address if I am worried about it. Perhaps this is an option for you.

[Pyannyplayer]

My husband and I started having things delivered to work rather than home for this very reason! I've had things "delivered" that never showed up, plants left in my truck cab during the summer (hello....they DIED because I didn't know they were even there - I drive the truck MAYBE three times a year), stuff delivered to the neighbor.......I could go on, but I won't.

Having them deliver to work is so much easier; it seems like they can find a business much easier than a house. This goes for FedEx, UPS, USPS, ALL OF THEM! I'm currently having some bike "uniforms" (as my son calls them) delivered to my office. I know it will make it there; besides, it gives all my male coworkers something to talk about when I get a package from "Team Estrogen"! (They are just jealous, you know )

Lorie

[hurleygirl]

Hmm...I may have to start having things delivered to work if they're important, like these tires were.

I prefer USPS because they seem to have the fewest problems getting things to me. I never get the "incorrect address" routine from them. And they don't break things like the local UPS seems to do to every package coming and going.

But most businesses don't let you pick the carrier. So I'm stuck, especially if they use UPS only. I have actually decided not to order from businesses that use UPS, just because I'm tired of the broken item hassle.

I was home one day recently when a Fed-Ex package was delivered. It had rained overnight, and there was a small puddle next to the front door. The rest of the porch was dry. The Fed-Ex guy put the package in the puddle, and didn't even bother ringing the bell even though the door was open and it was obvious someone was home. I don't understand why he would leave the package in the one wet spot on my porch. Pffffttt.

[Aggie_Ama]

I had the same problem with Fed-Ex. I ordered a jersey from Primal Wear and was stoked about wearing it that weekend. I ordered it Monday evening and knew from past orders with PW I did not need to expedite the shipping. They are very quick and since they are in Colorado I figured it would be here Thursday.

The next day a got a letter from Primal Wear and my tracking number. I was pleased to see the projected a Wednesday PM delivery. Wednesday morning I tracked my package and discovered it was in New Jersey (ironically). They were now projecting a weeks delay. I was so mad! I was going to call that afternoon but had something come up. The next morning I was about to call and noticed it had been changed to an overnight delivery. When the package got here the original Primal label said Round Rock, TX. Fed-Ex stuck an overnight tag on it. How they got it to NJ I don't know, but at least in my case they fixed it. I got it Friday, but Fed-ex caused me some unnecessary stress!