* Date of Incident: 2/12/2021
* Label Info from Box:
TRK#: [protected],
Ref: [protected]
From: CHEWY.COM, 600 New Commerce Blvd, Suite R, Wilkes-Barre, PA 16703
Ship Date: 12Feb21
CAD: 786168/FXR81807
* Full Description of Incident:
- On 2/12/21, FexEx misdelivered a bulky/heavy package to my mom's front door. The name and address on the package was NOT my mom's, but someone else's, and is too heavy for us to handle. The next evening, 2/13/21, I tried contacting FedEx to request that they return to pickup the misdelivered bulky/heavy package.
- I went online to FedEx's website, and tried to find where it could be reported that a package was misdelivered package, but found nothing helpful.
- I then asked the online "FedEx Virtual Assistant" what to do. Here's the transcript:
--------------------------------------
FedEx: Hello, I'm the FedEx Virtual Assistant. I'm here to help you with your questions regarding FedEx® services.
You: still waiting from FedEx to pickup a MISDELIVERED Package (does NOT belong to us)
FedEx: If your package was delivered to the wrong address or you received a package that is not yours, you will need to contact a FedEx Customer Service representative.
You: contact a FedEx Customer Service representative
FedEx: Due to unusually high call volume you may experience delays. Click here to contact a FedEx customer service representative by phone.
You: Click here
FedEx: You can contact a FedEx Customer Service representative by calling 1.800.GoFedEx 1.800.463.3339.
Enroll in FedEx Delivery Manager to customize your delivery preferences, manage delivery times and locations, and keep track of your deliveries.
-------------------------------------------------------
- Subsequently, on 2/13/21, I called the FedEx Customer Service number, only to get an automated system that COULD NOT address the issue about the misdelivered package!!! There was NO OPTION on the automated system to talk with a human being (Agent).
- I tried calling FedEx again, THREE MORE TIMES to select different options to get a human agent, only to have the automated agent ask redundant, worthless, and irrelevant questions to get me to hang up.
- On the Fourth Call, it appears that that their phone system automatically tracks the number of times someone calls (from the same number) in a short period of time, so it was ONLY THEN when the automated system provided an OPTION to talk with a live human agent.
- The 1st Agent asked me for the Tracking number, which was provided. He then told me that the misdelivered package problem belonged to the "Delivery" dept., and asked me to hold while he transferred me. The "Delivery" dept. transfer actually turn out to the original automated agent menu!!
- I then tried calling a Fifth time, and the automated system provided an option to talk with an live human agent (again). This 2nd agent tried to transfer me to the same "Delivery" dept., but I quickly and urgently told her NOT to transfer me due to the dead-end experience from the previous agent. She could hear the frustration in my voice, and seemed to want to help. But it turns out, she just wanted a positive rating from the "after call quality survey."
- I re-explained the misdelivered package issue (for the 100th time), provided the tracking number, and recipient's name and address on the label. For security reasons, I asked her to NOT share my mom's private home address with a stranger (the Recipient) based on some social media complaints previously posted about this same problem. People complained about strangers showing up at their house unannounced, and some were mad/disgruntled. She assured me that she would NOT share my mom's home address with the Receipient, would send
out another FexEx truck to pickup the package, and would call me the next morning when someone was on their way.
- It is now 2/15/2021 at 4:30 PM. I never received a call from FedEx, and FEDEX HAS NOT YET RETURNED TO PICK UP THE BULKY/HEAVY MISDIRECTED PACKAGE. We are aware that inclement weather may have delayed delivery times (our roads are clear with no snow), but it's been 3 days. In the meantime, despite our efforts to cover the package with plastic, it may have gotten wet.
- WE WANT THIS BULKY PACKAGE RETRIEVED BY FEDEX AND DELIVERED TO THE RIGHTFUL OWNERS ON THE LABEL *
Add your opinion