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FedEx Corporation

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Additional Complaint Information

Customer Complaint:

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

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Initial Complaint
02/10/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On the 27th of January 2025, *** received in my mailbox an invoice from FedEx, invoice number *********, dated the 7th of January 2025. As I wrote FedEx in my initial email, I really thought it was a scam. So, on the 5th of November I made an order for 20 yards of upholstery fabric from Online Fabric Store. I also paid US 54 for ground transportation. The package was shipped same day and I received it on the 11th of November. The United States HS code is **********, and after some research (print screen attached), the corresponding number in ****** is **********, no duty is to be ************ you can see from my back-and-forth correspondence with a customer service agent from FedEx, there is no way the issue could be solved without involving a third party. I did try to pay the inexistent duty (+GST), only that is impossible, Im really not sure where the FedEx agent was sending me, maybe at the border?I will also attach two previous orders I made for upholstery fabric from **, last year, FedEx didnt surprise me with an invoice for those, Im not really sure how they pick and choose what to extra ********* really not sure how to evaluate my experience with the customer service agent from FedEx, it is something, not a good thing, but certainly something, but I do hope that someone competent from FedEx will reach out to me and explain like Im 5, how can I pay duty for something Canada doesnt charge duty for and where do I pay this duty online (+GST) and all the other questions I had the customer agent refused (or didnt know) to answer.Kind regards,******** *****
Business response
02/11/2025
Dear Ms. ***************** is in response to your inquiry addressed to the Better Business Bureau.

The Revenue Services billing team has processed a credit for the Clearance entry fees, and the disbursement fees, as a customer satisfaction goodwill gesture,
on invoice number 265392748. Also, we emailed information regarding the fees and how they are billed. We called you on February 11, 2025, to confirm.
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 response
02/11/2025

Better Business Bureau:

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

Sincerely,

******** *****

********, AB T6K1M4 ******
Initial Complaint
02/10/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Wednesday, Jan 22, 2024, around 4PM I shipped a letter from a FedEx location in ******, ** to an address in **. I paid $100 for the ******************************** to guarantee arrival by 8AM. Instead, my package wasnt delivered until after 5PM. When I called to request a refund under the guarantee, I was told that they would not refund the amount because the delay was due to weather in *******. This response is unacceptable to me. First of all, if there was weather expected they should not have sold me the service. Secondly, my package arrived in ** at 6AM and could have been delivered prior to 5PM. They did not provide the service I purchased, and if they do not refund me I will go to small claims court next. Thank you for your assistance with this matter.
Business response
02/11/2025
Dear ******** ****,
This is in response to your inquiry addressed to the Better Business Bureau.

Our records indicate the shipment on tracking number ************ was tendered to FedEx on January 22, 2025, with the expected delivery by 8:00 a.m. on January 23,2025. Inclement weather conditions in *******, ********* impacted our operations during the time in which your shipment was transported. Due to this national weather delay, your shipment was delivered at 5:35 p.m. on January 23, 2025.

Customer satisfaction remains our highest priority, and we take very seriously your comments regarding the service you received. FedEx liability for money back guarantee with delays related to weather are posted at **************************. In summary, we will not be liable or responsible for loss, damage or delay caused by weather events we cannot control. As a one-time gesture of goodwill, a 50% transportation reduction charge refund of $51.80 has been credited to the credit card on file at time of shipment tender. Please allow 7-10 business days for posting between our banking institutions.

On behalf of FedEx, we extend our sincere regrets for any inconveniences you have encountered. Your business is very important to us, and we hope you will allow us other opportunities to serve you.

Respectfully,

FedEx
Customer response
02/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution of refunding $51.80 to the credit card I used to pay for the shipment at issue.

Sincerely,

******** ****,
MA 02118
Initial Complaint
02/09/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My package should have been delivered to my house or at least out for delivery since 2/8/25. Now my package saids delivery updated on 2/9/25 and is stuck sitting at the ********* facility. I have read many reviews online about peoples packages being stuck at this exact location for weeks. My item is very expensive and I want it delivered, NOW!
Business response
02/11/2025
Dear *********:

This is in response to your inquiry addressed to the Better Business Bureau.
Our records indicate that your shipment was delayed while being processed at our sorting facility. Tracking data reflects that the shipment was delivered at 11:39 a.m. on February 10, 2025.

Your concerns regarding a recent delivery have been brought to the attention of senior management responsible for operations in your area.
We sincerely regret the inconvenience this has caused for you and many others. I assure you we are diligently working to resolve these issues and get back to a normal rate of deliveries for our customers in your service area. Our network is currently experiencing high package volumes and limited staffing throughout our enterprise.

Please continue to be patient with us as we work through these very difficult times. Your business is important to us, and we look forward to better serving your delivery needs, as soon as possible.
Respectfully,

FedEx
Customer response
02/11/2025

Better Business Bureau:

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

Sincerely,

****** *********
******************
*********, GA 30238
Initial Complaint
02/07/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a baseball bat that was supposed to be delivered to me on 01/30/2025. I was tracking it on the fedex app. It did not arrive. On 02/03/2025 I contacted fedex customer service and the lady I spoke with was polite and tried to assist me. She said I would receive a phone call to let me know what was going on. It was supposed to arrive on 02/07/2025 and did not arrive. This package was in **** then got sent to ********** and then back to ****. The customer support person I spoke with tonight was rude and not helpful at all. He did not care and could not give me any answers as to where my package was. This is a very unprofessional company. There is no way a customer should be treated like I was.
Business response
02/10/2025
Dear **** *****:
Your report to the Better Business Bureau regarding tracking number ************ was received.
Our records indicate that your shipment was misrouted. Tracking data reflects that the shipment was delivered at 5:07 p.m. on February 8, 2025.

Your concerns regarding your poor customer service experience while inquiring about the status of the shipment have been brought to the attention of management and will be addressed internally.

On behalf of FedEx,please we regret any inconvenience you were caused. We will continue in our efforts to ensure future shipments are handled to your satisfaction.

Respectfully,
FedEx
Customer response
02/10/2025

Better Business Bureau:

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

Sincerely,

**** *****
************************
Wooster, OH 44691
Initial Complaint
02/06/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This package, tracking number ********************, has been sitting at FedEx 30 minutes from our house for 1 week and 2 days with no movement. The weather has been perfect since it arrived in **********, so that can't be an excuse. This is ridiculous, I have received other orders via FedEx but not this one. My 14 yr old daughter bought this with her own money, this is dissappointing for her to be let down every day that it has still been sitting in ********** and not moving. I will drive there and get it if thats what it takes but I can't get a human on the phone to see if I can do that. Please help.
Business response
02/11/2025
Dear ****** *****

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

Our records indicate the shipment on tracking number ******************** was delivered by the local postal service on February 10, 2025. We certainly regret any inconvenience you have encountered while inquiring about the status of the shipment.

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

Respectfully,

FedEx
Customer response
02/11/2025

Better Business Bureau:

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

Sincerely,

Alee & ****** *****
**********************
******, WV 25271
Initial Complaint
02/06/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 01/31/25 I dropped off a package at a FedEx drop box at ***************************************************, expecting it to be picked up the same day per FedExs scheduled pickup times. However, FedEx failed to collect the package on time and did not pick it up until Monday, 02/03/25, resulting in a significant delay in delivery. This caused major issues on my end, as the package was intended to arrive much earlier.Despite this being a FedEx service failure, I contacted their customer support, and they created a support ticket (C-179407099). However, they refused to issue a refund, stating that they are "not allowed" to do so at this time, even though the delay was entirely due to their missed pickup.I have attached the photo that I dropped off the package that indicated that "Today's pickup has not occurred"
Business response
02/11/2025
Dear Ms. **************** style="font-size: 0.875rem;">This 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 771802717104.
Our records confirm the courier was unable to pickup from drop box location on January 31, 2025, because the building security team was unavailable to let driver inside to pickup
packages. We have processed a credit for shipping charges. Also, we called you on February 11, 2025, and provided information.
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 response
02/11/2025

Better Business Bureau:

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

Sincerely,

****** ***

************, IN 46204
Initial Complaint
02/05/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/21/25, I attempted to ship a new cell phone to my son from *********, ** to ******, **. I used the FedEx Wynnewood store. Tracking # was ************. I was charged $256.45 w guaranteed delivery by 1/23/25. There was bad weather (ice) on the day it was supposed to ship, which was the reason FedEx cited for violating their money-back guarantee. However, once the shipment arrived in the **, it sat at the airport for 4 days, despite the fact that FedEx told us that they were responsible for facilitating customs clearance (and despite the fact that the weather was just fine in the **). The package did not arrive to my son until 1/28/25, a full 5 days later than promised. I spoke to numerous customer service **** at FedEx, & explained my position that the delay was in fact not weather-related. The last person I spoke to reiterated their policy, refused to allow me to speak to a manager, & hung up on me. I request that BBB assist me w obtaining a refund, as FedEx clearly mischaracterized the reason for the shipping delay.
Business response
02/07/2025
Dear ***** ******:
This is in response to your inquiry addressed to the Better Business Bureau.

Our records indicate the shipment traveling on package tracking number 771583809766 was released by Customs and delivered at 12:02 p.m. on January 28, 2025. We understand your concerns regarding the delay in transporting and processing clearance with Customs for this package. Please understand that any shipment crossing an international border is subject to clearance by the local government and may incur delays.
We deeply regret the difficulties you encountered while calling our toll-free number and this will be addressed internally by management.
Inclement weather conditions impacted our operation during the time in which your shipment was transported. According to the FedEx Service Guide under Terms and Conditions:
We will not be liable or responsible for loss, damage or delay caused by events we cannot control. We will not be liable for, nor will 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:

D. Perils of the air, public enemies, criminal acts of any person(s) or entities including, but not limited to, acts of terrorism, public authorities acting with actual or apparent authority, authority of law, local disputes, civil commotion, hazards incident to a state of war, local, national or international weather conditions (as determined solely by us), local,national or international disruptions in air or ground transportation networks (as determined solely by us), strikes or anticipated strikes (of any entity,including, but not limited to, other carriers, vendors or suppliers), labor disruptions or shortages caused by pandemic conditions or other public health event or circumstances, natural disasters (earthquakes, floods and hurricanes are examples of natural disasters), conditions that present a danger to our personnel, and disruption or failure of communication and information systems (including, but not limited to, our systems).
We do not issue credit for weather delays. However, as a gesture of goodwill a one-time credit for $128.23 was process on February 7, 2025 back to the credit card used for this shipment. If further assistance is needed, please contact your financial institution.
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 response
02/07/2025

Better Business Bureau:

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

Sincerely,

***** ******
******************
***********, ** 19072
Initial Complaint
02/03/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This complaint is in regards to ************. This package is time sensitive, it's has $1000 of checks in it, contains highly sensitive information, and it's going to a ****************** I dropped this package off to a ********* drop off site on Sunday, 02/02/2025 11:56am at ***********************************. As it was a Sunday, I expected this package would to go out Monday, 02/03/2025. I signed up for notifications. On 02/03/2025 at 6:00pm this package was still showing dropped off at location, and there was no movement. I checked with Fedex online - still showing drop off at location, I checked with the phone system - again saying dropped off, no movement after. I then requested to speak with an agent. That agent told me the packaged moved and it was already at the ************* hub. I asked her for proof as I have to show the client proof. She clearly could not. I asked to speak to Supervisor. She transfers me to International Packages, Spanish speaking. This is not an International Package, nor do I speak Spanish. That agent was kind enough to transfer me to the correct resolution department. I spoke to ******. ****** lied and told me the package was picked up, on its way to the hub. I asked what time, he said 11:56am 02/02. I said thats when I dropped it off, and impossible as it was Sunday. He then tried to back track say my package was not picked up because it arrived too late. I said, it arrived on Sunday - it's been sitting there all day Monday - how is that late? He had no answer, he had no explanation, he had no idea why my package did not move. As I said, this package is important and sensitive - it should not be living at a ********* where it is exposed to various people who are not Fedex employees. These packages are left out where customers can grab them. This package currently is nowhere to be found, I do not know what happened. I need to know where this package is.
Customer response
02/05/2025
Please withdraw this complaint. I was able to get information on the package, and it has arrived at its destination.
Initial Complaint
02/03/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 02/03/25 FedEx delivered to my address. I have had numerous problems with the Hagerstown depot and have filed numerous complaints. Every complaint is investigated by someone in FedEx, things improve for a few months, and then the problem starts up again. I have hung a sign on my gate (seen in the pictures), there have been instructions placed on my FedEx account, the depot manager has been spoken to, nothing seems to permanently solve the issue. Today's delivery picture from the FedEx site was clearly taken when they placed the package on the truck door entry. There's nothing showing a front door, or even my sidewalk where the delivery actually took place to. To open a gate where there is a clear sign saying leave at the front porch and then leave the package 10 feet from where it's supposed to go means either the drivers are lazy or lack reading comprehension. FedEx has left packages out to be rained on, snowed on, outside the gate, at the top of my driveway, etc. A few weeks ago we had a good snow and the driver left my package in a bag next to my mailbox. That I was fine with and accepting of given the weather. Today is a clear day, no weather to prevent them from doing their jobs properly. *** and **** have no issues delivering to my house and take the packages all the way up. FedEx is the only company that has persistent problems. I have changed who I purchase goods from to avoid FedEx. Unfortunately, I still order from Chewy so I'm stuck with FedEx. I have attached the screenshot of the driver's "proof of delivery" as well as my own photos showing the sign on my gate (which I purchased because of FedEx) with the package in the background as well as a clear shot of the package's actual delivery spot.
Business response
02/05/2025
Dear Ms. ******************* is in response to your inquiry addressed to the Better Business Bureau.

We are concerned to learn of your dissatisfaction and the unprofessional with the service you received regarding the shipment tracking number ************. We regret any inconvenience you experienced as a result of this situation.

Your concerns regarding a recent delivery have been brought to the attention of senior management responsible for operations in your area. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.

Respectfully,

FedEx
Customer response
02/05/2025

Complaint: 22893833

I am rejecting this response because: in the past, I have spoken to someone in Fed Ex (I believe it was ****** Q last time) who actually kept an eye on things for a few months. I would like to speak to someone again.

Sincerely,

****** ******
Business response
02/11/2025
Dear Ms. ******************* is in response to your inquiry addressed to the Better Business Bureau.

We are concerned to learn of your dissatisfaction with the service you received regarding the shipment tracking number ************. We regret any inconvenience you experienced as a result of this situation.

Your concerns regarding a recent delivery have been brought to the attention of senior management responsible for operations in your area. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.

Respectfully,

FedEx
Customer response
02/11/2025

Better Business Bureau:

FedEx reached out twice today, once at HQ level, once at local level. As this seems to be an ongoing issue, I cannot say I accept their resolution. All I can say is that time will tell if the issue has been resolved. If this happens again, I will be filing a complaint again.

Sincerely,

****** ******
*****************
**********, MD 21783
Initial Complaint
02/03/2025
Complaint Type:
Service or Repair Issues
Status:
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.
I made a purchase on 12/10/24 from ******** and only received half of my order # NA35855697. In this order were 2 items one of which I received from *** tracking # 1Z208W380393648751 on 12/16/24 and the other Fed Ex tracking # ************. However per tracking information Fed Ex reports delivering this package on 12/19/24. I reached out to both ******** and Fed Ex for assistance with a missing package several times and was instructed by both to contact the other party to file a claim. Finally I was able to submit a claim with ******** on 1/6/25. Upon following up with ******** I was notified that my claim was denied because there was proof of delivery. However when I asked ******** what was the proof of delivery they were not able to provide this. I have contacted Fed Ex several times and they have given different reason as to why the claim was denied. One being there was no apartment # listed which I have reviewed my order and the apt # was missing however in this case the items shouldve been returned to sender however Fed Ex still states it was delivered even though no apt# is listed. Another reason given was because ******** did not request signing at delivery. When I notified ******** of this reason they stated they do not request signature on any of their packages regardless of price. I have made several calls to both parties and Fed Ex continues to give conflicting information. They have closed my case without resolution and refuse to open another investigation. I simply want to know what happened to my package and would like a replacemennt. I am not looking for any refunds or financial compensation. I feel as a consumer I have been treated unfairly and rushed off the phone several times when trying to get answers. I have been told to "rest assure" that my claim would be investigated fully. However this does not seem to be the case when they continue report my package was delivered and it has not been. I would appreciate your help with this.
Business response
02/04/2025
Good morning Ms. ******************** complaint has been escalated to the ******************** Office for review. Our records indicate that the driver was at *************** and made the delivery to that address. The claim was filed by and resolved with the shipper. If you did not receive your package, I truly apologize but we are showing that it was delivered to the address on the label. The shipper did not require a signature for the delivery so it released at the address on the label. You will need to speak with the shipper regarding more specific details of the delivery, as we cannot discuss the claim with anyone other than the filing party.
Sincere apologies,
****** *. | ******************** Office | FedEx
Customer response
02/04/2025

Complaint: 22893762

I am rejecting this response because I live in an apartment complex and there was no apartment # to deliver it to and as a result it is impossible to have delivered it to me and in this case the package should have been returned to shipper if it could not be delivered properly. FedEx had not provided a proof of delivery ie image of drop off location or exact location of the package ie apartment #. Thus it was not delivered to myself as the consumer who has made a 400 dollar purchase and no evidence of where it was left in an apartment complex of more than 100 apartments I deserve a better and more exact response. I am not asking for my money back I simply want the product which I have ordered.

Sincerely,

******* ********
Business response
02/05/2025
Good morning Ms. ******************* records show that the package was delivered to the address on the package. That address is also the address for the apartment office. Now, per our terms and conditions we are not liable for incomplete or incorrect addresses as provided by the shipper. This is a matter that needs to be resolved through your shipper. We delivered this package to the address on the label as it was provided to FedEx by the shipper. Please reach out to the shipper. This is the last review and the decision is final. I cannot review this claim any further unless the shipper chooses to dispute it.
Regards,
****** *. | Executive Management Office | FedEx
Customer response
02/05/2025

Complaint: 22893762

I am rejecting this response because: there is no apartment office to deliver it to in thus complex. Thus you are admitting it was not delivered correctly which should've been acknowledged from start instead of incorrect claims that the package was delivered to myself which is the grounds of this dispute. Numerous packages have been dumped abandoned etc by employees of fed ex especially during the holiday season and it is likely this package was lost and not correctly tracked which is a reflection of a poor business and management. If a consumers address was processed incorrectly it should be returned to sender. Thus once again this response will not be accepted.

Sincerely,

******* ********

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