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Fed Ex Complaint - Terrible customer service
Fed Ex Complaint

Fed Ex Complaint

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Terrible customer service


I payed for a package to be shipped to Japan on October 10th over $200 dollars. On Monday I checked the tracking and notice there was a clearance delay. I immediately called their International customer service they explained I needed to email a new Commercial invoice as the one they had was "unreadable". I immediately emailed the address provided. The email came back twice, I called two times and both times the same address was given to me even after explaining the email kept bouncing back. Finally a third time a different email was given. Since I did not receive notification that it was received I called on Tuesday and they said the email was not received to fax it in. I faxed it. The next day once again did not receive confirmation so I called and they told me it was not received and to fax it again. Once again, now Thursday, I faxed it in and asked the lady to please call me again to let me know she received it. After two hours and no call back, I called again. I explained to the lady the problem and she told me she was going to check. When she got back she told me the lady was gone for the day and "the person that checks the email wasn't there". She would make sure to call me back next morning to let me know this was faxed but in case she didn't to call back in the afternoon. About 25 minutes later I received a call back from the first lady, "who had left for the day" that she had received the fax and that she was sending it to customs. On Monday the 20th the package has not cleared. I called and the person told me that the invoice was incomplete and needed to be faxed in. I explained to her I had already done this 3 times. She said the package should clear customs no later than this evening. I once again called at 6:30 pm and the man told me I had to resend the invoice. I explained I already had done this, he said the department I needed to speak to was closed. I asked to speak to a supervisor. When I was transferred the lady was completely unhelpful and just told me she didn't know why it hadn't cleared if the invoice had been received that she would call me tomorrow.

I completely understand that customs is something that can't be avoided. But the lack of help and having to continuously repeat the problem and for every single person I spoke to be completely clueless and unapologetic is completely unacceptable. This is a package that needs to arrive by Wednesday for our business and their lack of help is completely unbelievable after spending over $200 to ship this package and hours spent on the phone. I will definitely not consider fed ex for personal use and will make sure that my job also does not use them.


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