Dealing with a Complaint: My Experience with FedEx Today

[pamperedlinda]

I had to call and register a complaint with FedEx today :yuck: . The rep took my info and said she would pass it to the local depot. So an hour or so later the manager of the local depot calls me to 'talk about my issue'. He's making excuses left and right for the driver so I told him that I just wanted to know what their policy was on my situation. Then I mentioned that I was a Pampered Chef Consultant and that I get shipments all the time. As soon as I said that his tone changed! He was asking me how I'd like to have my shipments and he was ever so ready to do whatever I wanted! Made me laugh at his sudden interest. I guess HO has been passing-on our unhappiness with the FedEx services to them and must have threatened to take the contract from them if things didn't improve......hmmmmm I only wish!

 

[JAE]

I should give a call, too. I just want my boxes left on the front porch where UPS and the postal delivery guy leave them rather than on the ground by the garage door, where, if my husband comes home before I pick them up, he can't get into his spot in the garage and where the snow and rain will fall on top of them. (That was a run on sentence, wasn't it?)

 

[pamperedlinda]

That was part of my complaint today (minus the snow part).

 

[JAE]

Now don't be rubbing in the minus the snow part. Of course, the snow here has all melted, but it's coming back.

 

[pamperedlinda]

sorry 'bout that, but it's true.....

 

[JAE]

I love the sun. Maybe I'll have my packages sent to you and then come and pick them up from you too.

 

[pamperedharriet]

I guess I am very lucky. I have a great driver who brings my packages in when I am home and if I am not he leaves them inside my patio and covers them if it is wet out. You can't see the boxes from the outside unless you really look over the enclosure, but can see them from inside my place.

 

[ConnieR]

OK, my two cents.... The other day I was in my office and I heard a loud noise (no it wasn't the doorbell!) and I thought someone ran into my house with their vehicle. (Did I mention I live about a city block into the woods!) I was so startled that I ran up the stair to see what was the matter. When I arrived at my door, I saw the Fed. Ex truck screaming out my driveway! Low and behold, there was my Pan-O-Rama pans! He must have dropped them from waist high to make the clatter that I heard. I have been so busy that I haven't had time to open the box yet.... That reminds me, I should do that tonight. These Fed Ex guys I think are overpaid and under instructed! I hope and wish that they will annouce we are going back to UPS! Wouldn't that be nice?!!!!

 

[Paula R. Lewis]

I had an issue with them, too. One day, they came up my driveway, and actually slid off of it into the grass! They've left about a 6-8 foot long tire mark in our yard, which is new, as we built and moved here only a year ago.
The driveway had ice on it at the time, so we totally understand how it could happen, but really, why would you keep on going in the yard?!

Fedex was very gracious about it, calling me for the details. I also called Home Office and they were wanting all the details, too. We now will have to get two different estimates on having it repaired in the spring, so they can take care of it for us.

What I found amusing was, the Fedex rep told me that, "this is a BIG DEAL, because YOU'RE Pampered Chef"!! (Talk about feeling like a VIP! lol)
I was also told that they've been receiving numerous complaints, nationwide, so it's truly becoming an issue. They were very nice to me, and listened as I gave them little suggestions on how to "improve" their service, seeming to genuinely appreciate it, too.
I suggested little things, like....ring the doorbell, so we know you were even there!! Cover the boxes if it's raining or snowing, with plastic, for protection.

(Seems obvious to us, I know, but what are ya gonna do?)

Hopefully they will be working on this stuff, and we'll see better things in 2008!!


Blessings,
Paula

 

[ChefBeckyD]

I just read a news report about the head of UPS talking about a recession, and how the transportation industry is feeling the pinch, because there isn't as much being shipped, and that their growth projections are down. I would think, from reading this, that there is some fierce competition right now for National Contracts like PC!

 

[crystalscookingnow]

When I had a complaint, the rep asked me 'Do you get deliveries very often?' in a very snotty tone. I said, 'Yes, actually, I do. I'm a Pampered Chef consultant'. He then turned very nice & was on the phone with me for a very long time trying to figure out a solution for me.

 

[pamperedlinda]

It's a shame that we have to lay out the Pampered Chef card just to get good customer service....but hey, it works!

 

[Jennie4PC]

I had a 7 pice set that was delivered to the wrong address I called Fed Ex and never heard from them. So I called HO luckily the lady who's house it was delivered to brought it back to me. I was also told being a fed ex driver isnt as easy as it looks. That was by my driver when I asked her about the cookware.

 

[jenniferp417]

I should have called Fed Up after my last delivery - I have a tiny porch - he stuck the boxes in front of the door so closely that it was impossible to open the door - and then didn't even ring the bell. So it wasn't until I was trying to walk out the door to work - and couldn't - that I knew the boxes were there.

 

[PaulaP]

I don't even want to start with my complaints against FedEx. I am glad to hear someone is getting some response. I have had numerous problems and even spoke at National Conference to a rep who "ASSURED ME" that I would be getting a call the next week when I got back to address them. Well...........6 months later I still haven't heard anything from anyone and am still having shipping problems!!!

 

[beepampered]

OH, VICTOR, my driver is the nicest guy in the world. I kid you not, he gives my son $1 when we're outside when he comes. Gives a cute lecture about how we should appreciate our kids cause they're so precious. Must be from Africa or some underprivildge place to be that happy.

Three days before Christmas, he was driving past our house and actually stopped to say hello and make sure we were okay. He must have been so busy but stopped to talked!

I can't say enough good things about him but haven't had any delivery problems from a corporate level either.

 

[JAE]

Bee,
You should probably let Fed Ex know how great your driver is. Not sure if you should give them all the details in case Fed Ex doesn't approve of him stopping when he isn't delivering anything to you.
Maybe, you should let PC know too.

 

[pamperedlinda]

I don't even want to start with my complaints against FedEx. I am glad to hear someone is getting some response. I have had numerous problems and even spoke at National Conference to a rep who "ASSURED ME" that I would be getting a call the next week when I got back to address them. Well...........6 months later I still haven't heard anything from anyone and am still having shipping problems!!!

We must have talked to the same guy - they never called me either.

 

[pamperedlinda]

Bee - I want your FedEx guy!

 

[janetupnorth]

I just read a news report about the head of UPS talking about a recession, and how the transportation industry is feeling the pinch, because there isn't as much being shipped, and that their growth projections are down. I would think, from reading this, that there is some fierce competition right now for National Contracts like PC!

That's the funny thing Becky, as of about 6 months ago, they weren't listed as a National Account, they had a regional rep which is different.

My FedEx National Account Manager bought cookware from me back in Sept. and as of then he still thought it was regional so he was going to check into it. He was more than willing to pick up the account himself. I haven't seen him since Christmas so if he's in tomorrow I'll have to see if he knows anything...

 

[ChefBeckyD]

That's the funny thing Becky, as of about 6 months ago, they weren't listed as a National Account, they had a regional rep which is different.

My FedEx National Account Manager bought cookware from me back in Sept. and as of then he still thought it was regional so he was going to check into it. He was more than willing to pick up the account himself. I haven't seen him since Christmas so if he's in tomorrow I'll have to see if he knows anything...

I don't understand how we could not be a National Account?

 

[pamperedlinda]

I don't understand how we could not be a National Account?

Maybe b/c Alaska & Hawaii are not sent FedEx. I think they are US Mail - maybe? I remember Gillian talking about it.

 

[pamperedlinda]

Oh, I miss Gillian!

 

[kspry]

Sounds like FedEx needs to put Pampered Chef on "focus" account status, if they haven't already. That means, every time a package is scanned, they get beeped at to wake them up.

I suggested little things, like....ring the doorbell, so we know you were even there!! Cover the boxes if it's raining or snowing, with plastic, for protection.

Drivers are trained to do all that - if they don't, I agree, you should call and say it isn't being done. They can tell which drivers are doing these things. If the drivers are bad & get lots of complaints, they'll lose their route.

These Fed Ex guys I think are overpaid and under instructed!

Hahaha! Don't know about the route owners, but temp drivers are definitely not overpaid!

 

[AJPratt]

I had a problem with FedEx for the store. I should have mentioned that I also work with PC, but I didn't think of it. Here is a copy of an email I sent them:

I have spoken with 13 (YES 13 and I have names!!) different FedEx employees about this circus act you call a company. I spent about 3 hours on my cell phone Friday and an hour today and still nothing. I am afraid to call again, because I have gotten 13 different "stories" about what happened. I don't want another story, I just want the shipment. One employee was particularly sarcastic. She should be fired. I will be happy to give names of these jokes in customer service. What exactly happened is anyone's guess. What I was initially told was that since "someone refused" this package, it was returned to the sender. I feel that the driver either went to the wrong location or he is a LIAR. NO ONE REFUSED THIS PACKAGE. For three days (Thurs, Fri and today) I sat and waited for that shipment for hours and not only did it never arrive, I never even saw a FedEx truck drive by. I KNOW no one refused this in the first place because I was the only one there--no workers, just me. I have to ask: If I refused this shipment, why am I bugging you for it? I am very angry about this, and very disappointed. I was forced to sit and wait in an empty building with no heat, electricity, restroom, in 30 degree weather. Shame on you. The lying driver should be terminated as well.

I finally got someone who seemed helpful. They did supposedly intercept the package on its return in KY. I asked to have it sent to my home, at least if I were to I spend time waiting there, I will have heat, electricity and a restroom. Unfortunately, that effort did not work. The shipper re-sent the package UPS and it was here the next day without incident. Amazing.

By the way, my business will be doing a great deal of shipping. Guess which company I will not use?

The response? A "sorry, but there's nothing we can do because you refused the package" email. HA HA HA. Very funny.

 

[AJPratt]

Oh, I miss Gillian!

What happened to her?

 

[janetupnorth]

I don't understand how we could not be a National Account?

It's not where you ship to, it is volume you ship and dollars. I'm sure it has probably changed by now, but you'd be surprised how many BIGGER companies are actually out there. But PC is CONSTANTLY growing so I'm sure I'll find out soon that they are a national account and have a national acct. rep. We have to remember though that FedEx terms things differently than we would. Our comprehension of "national" is different in the sales world. PC is shipping out of 1 location in the US (well 2 if you count the Meadows facility), not multiple distribution centers.

 

[janetupnorth]

FedEx does service Alaska and Hawaii for Ground service, but PC may not have chosen to ship there with FedEx because the delivery time is not guaranteed to be as fast.


ETA: Don't laugh about "ground service" to Hawaii, it is a shipping term not actually how it gets there - it does get on a plane.

 

[pamperedlinda]

Drivers are trained to do all that - if they don't, I agree, you should call and say it isn't being done. They can tell which drivers are doing these things. If the drivers are bad & get lots of complaints, they'll lose their route.

That was one of the questions I asked today when I talked to the depot manager. He told me that since there was no signature required that the driver would leave the package where 'in his discretion' it would be the safest (yeah, in front of my garage door so I can back over it with my car or block me from coming into the garage is a really good place ). I asked if the driver was first supposed to see if I am home or at least ring the doorbell. He told me no, not really. I told him that it wasn't that way with my last driver and that I was informed by FedEx Customer Service last year that was their policy. That's when I mentioned that I was a Pampered Chef Consultant and received a lot of packages. He immediately told me that he would let the driver know to leave my packages at my door and to ring or knock.

 

[pamperedlinda]

What happened to her?

She popped in a while back. She's still active, also selling Private Quarters with Pampered Laura and playing mommy to her beautiful babies. She posted pictures not too long ago - pull up her profile and find that thread. I was thinking about calling or emailing her soon - just been to busy or lazy to do it.