Complaints

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a package through Flyer Press who sent my package through Fed Ex. I was given a PROMISED delivery date of November 1, 2021 by the agent at Flyer Press. It was NOT delivered until November 4, 2021. The manager at Flyer says it is "not his fault it was delivered three days late". He also admits his worker made a mistake by promising me this. I paid $ 77.78 for this service. I only sent this package through Flyer Press because I was promised it would get delivered by the promised date. I obviously had other shipper choices like the post office for much less than the $ 77.78 I paid. I wanted to get this item to my recipient quickly. Fed Ex has a policy that if they are as little as thirty seconds late you can get a refund. Discover won't help stating I can't get a refund from Flyer Press. This promise is still made online by Fed Ex. This is a violation of the DECEPTIVE TRADE PRACTICES ACT. This protects consumers from FALSE PROMISES made by businesses offering goods or services. Verbal agreements are enforceable in the State Of New Mexico. The practice of having a different company charge your credit card insulates FED EX and Flyer Press from making good on their promises. This means they can charge exorbitant prices and get the deliveries we pay for, delivered whenever they feel like it no matter what we are promised. This is unfair and I would like a full refund. Thank you, ****** ******

  Business response

  03/30/2022

  On 3/29, Flyer Press Design and Print received a formal complaint submitted to the BBB from a customer, complaining a of FedEx package that was delivered 3 days late. Unfortunately, we cannot offer a refund on this service.

  At that time, FedEx had suspended their On-Time Delivery Guarantee due to a combination of Covid-19 and unprecedented package volumes. Once FedEx made that change, we made sure that all of our staff handling FedEx packages were made aware in turn. We also conspicuously posted a notice, detailing that FedEx's On-Time Guarantee was suspended. Even had the Guarantee been in effect, this package would still not have qualified, as FedEx Ground shipments do not qualify under the On-Time Guarantee Terms and Conditions.

  The first time that this was brought to our attention was on January 11th, when we received a chargeback notification letter dated 12/30. The letter stated that the customer was disputing the quality of services that were provided. That letter also specifically stated that we had to submit a response by January 10th. The only identifying information we had at that time was a dollar amount of the charge and the name of the credit card company. Once we had done enough digging to figure out what this was pertaining to, we attempted to contact the customer immediately, and left a message to contact us.

  We immediately got the paperwork together on this this transaction and faxed a chargeback appeal to the customer's credit card company the following day. We received a letter a few days later that the credit card company had approved the appeal and would be reversing the chargeback. Several days later, we received a phone call from the customer and from her credit card company. During this 3-way call, the customer grew upset and hung up before a resolution was reached. At that point we considered the matter closed.

  We sympathize with the customer, late packages are annoying. We just want to advocate for all the people who work incredibly hard, delivering packages from point A to point B in one piece. These men and women are working to the best of their ability, given the current circumstances. If the customer insists on pursuing this matter further, we recommend she contact FedEx to request reimbursement, as our small, family owned print shop has zero control over FedEx's delivery practices.

  Sincerely, 
  
  
  Flyer Press Design and Print

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