Federal Express / devastating experience!
I would like to share the harrowing experience I have just had with Fedex Ground. I live in Dallas, TX, and Wednesday I ordered two very expensive tickets in Austin, TX for this weekend's Texas vs. OU matchup played in Dallas where I reside. The price involved in the tickets was 545.00 for two tickets, which is a tremendous amount of money for me. The shipper stated the tickets would be sent overnight, with early morning delivery. I also had visitors arriving from out of town on Friday, which were also attending the game. On Thursday, the day the tickets were to be delivered, there were three people in my household, including myself. The door bell never rang and I checked periodically through out the day, making sure the envelope package had not been just left at the front door. By the end of the day there was no package.
When I contacted Fedex the next morning and gave them the tracking number, their records stated the envelope had been left on the front porch at 12:08 pm. I searched everywhere and the package was no where to be found. I again called customer service ( the second of about nine or ten calls). The advice given on this call was to go out in my front yard and start looking behind shrubs--she also stated it would be a good idea to check shrubs in neighboring yards along my street. I did not think this should have been my responsibility, but since the kickoff for the game was at 2:30pm on Saturday and I needed to leave around 8:30 am, I began to feel a sense of urgency. With no luck searching the shrubs on my street, I placed another call to customer service, the advice given to me was "maybe you should drive around to different streets, other than yours, and check address that could possibly be similar. I found this very uncomfortable, but I began knocking or door of strangers, inquiring about my delivery. This was to no avail.
On my next call to customer service they suggested I might speak with the manager of the station in Garland, Texas. This is where the driver received the envelope. He was very helpful and said he would make some inquiries and contact me back. This was around 3:00 pm--by 8:45, I had not heard back from him. I contacted customer service in Memphis and asked if possible, could they locate the manager at the Garland, TX office--Kevin was the only name I had. I was eventually transferred to someone by the name of Robert. He stated Kevin was on the receiving dock and knee high in packages. It would probably be several hours before he would be able to return my call. I explained the dire situation to the gentlemen on the phone and I needed to speak to Kevin--time was running out. I needed to leave by 8:30 the next morning. Kevin eventually came to the phone. His reply was he needed to speak to Colleen who delivered the package. He also stated it was a good time to call because she was in the office at that time. He ask if it would be possible to call me right back, he needed to questioning her. On his return phone call, he stated after questioning Colleen, she was unable to remember anything--she no recollection what so ever. It was time for her to leave--Kevin asked that she try to retrace her steops. I heard Kevin, the manager ask for her to contact him reguardless of the outcome.
One hour and a half passed with no word--I again called Kevin who stated she stoped at a house located in the next block from my house, and they did not have the enveople. I made it clear to Kevin that I had already perused this area. Kevin stated that after that stop, she had to go home--she told Kevin she would come before 10:00 the next morning and again to to retrace to steps. Meanwhile, Kevin pulled up the delivery she made prior to my 12:08 delivery and the delivery after my supposed delivery. We both agreed there was absolutely no way she could have made it to my address in the amount of time she had logged. So to make a long story short--she obviously delivered the envelope to the incorrect address. So at 11:00 pm there were two people out looking on streets not even in my neighborhood, this also including Kevin him self from Fedex, which I will be eternally grateful . Knocking on doors of strangers at 11:00 at night seems absurd as well as somewhat embarassing, but we were desperate to locate the tickets. With no success Kevin stated our only recourse is for Colettee, the driver to try to-stepp her route in that neighborhood. He call her and she stated she would start around 9:00 am. This was the last resort.
At 11:00 this morning, still no word from Kevin. I called him and he stated that he was unable to get Colleen to answer her phone--and since she would not answer her phone there was little he could do. The next time I contacted him he stated he was able to reach her, but she again stated she no recollection. He stated her was very sorry for the inconvenience (If that is what you would call it). He stated that Fedex has high standards and they take issues like this very seriously. That was no consolation at the time.
In the scheme of things I know this is meaningless to Fedex--they are a large corporation. I do intend to write a letter to Frederick Smith, but I am notexpectingg any type of response. The incident, however small to Fedex, was huge to me. I have been saving for this tickets as well as out of town company. the entire day and evening was spent on the phone with Fedex. I felt Kevin the manager was very understanding, even though it was limited to what he could do. As far as the driver, Colleen, apparantly it was the least of her concern. She will never know how many people her lackidazial attitude affected so many people--I have always had a high opinion of Federal Express--I am suprised they would allow this behavior, however maybe that is the best they can get.
This has been a devastating experience to me--and I am not trying to be vindictive--I hope this may truly help people in the future to not end up in the same situation
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