FedEx Really Screws Up

I ordered a product from “Amazon” (and I say “Amazon” because it was actually sold by a third party) on the 10th of May.  That package left Georgia via FedEx on the 12th of May, and arrived in Williston, VT, on the Tuesday the 16th of May.  Williston, VT, is about a 40 minute drive from my house.  FedEx delivers packages to my home regularly, from Williston.

FedEx attempted to deliver the package on Saturday the 20th of May. That is, no attempt was made to deliver the package on Wednesday the 17th or Thursday the 18th or Friday the 19th. The package just sat in Williston for 3 days.

They said that they would attempt to deliver the package again on the “next business day”, which for them is Tuesday.  They failed to attempt to deliver the package on Tuesday the 23rd, but promised (on their web site) to deliver on Wednesday the 24th.

They failed to deliver on Wednesday the 24th, but promised to deliver on Thursday the 25th.  I called FedEx.  They said that this was puzzling, and promised to fix things and that they would call me back on Thursday. They never did call me back.

They failed to deliver on Thursday the 25th, so I called FedEx again.  This time I asked to speak to a manager.  They said that Williston had failed to respond to requests for information about the package.  And then, suddenly, the FedEx web site announced that the package had been transferred to the USPS for delivery sometime in the next week.

The package was actually delivered by Priority couriers on Friday the 26th.  It took 16 days for FedEx to move the package from Georgia to Vermont.

It turns out that the local FedEx location is short of drivers, but that fact had been hidden from upper FedEx management.  And FedEx management apparently has no mechanism in place to detect and highlight package delivery problems.  FedEx central should have seen this problem when no attempt was made to deliver the package on the 17th, 18th, and 19th.

What could FedEx have done to improve the situation:

  1. FedEx central should have been aware of the problem more than a week before I called; they were clueless
  2. FedEx Williston should have passed the package off to Priority as soon as it became clear that they lacked the drivers to deliver the package in a timely manner; they did not
  3. FedEx Williston should have been honest with FedEx central about what was going on.  Instead, Williston tried to cover up what was going on locally.
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