I just wasted my whole day waiting for Fedex to deliver a package which the tracking system and the call center said was on the truck to be delivered, but which, I am now told, was actually held for pickup. Yesterday (Friday), I got home to find Fedex had tried to deliver a package but it required someone be here to sign for it, so the driver did not leave it. I called Fedex and asked if they could hold it for pickup the next day (Saturday). I was told that I could not request it be held now; I would have to call the next day by 8am so that someone could pull the package to keep it from being delivered. They said if I didn't call and I wasn't there for delivery, the final delivery attempt would not be until Wednesday. ALso, I couldn't pick it up at the Sun Valley station anyway. It would have to be transferred to a pickup location before I could pick it up.
Well, I slept til 10am, which of course was my fault. The Fedex site said the package was put on the truck for delivery at 7:41 am. SInce my 10 year old daughter is having an anxiety attack waiting for this package (it's her first computer), I decided to give up all our plans for today so we could stay and wait for the package. Since the delivery yesterday was around noon, I thought maybe the package would come and then we could still go out.
Instead, we waited all day while the tracking info said the package was on the truck. I also called several times and was told the package was on the truck and delivery could be as late as 8pm. None of the call center people seemed to have any ability to contact the station or find out anything more than what was on their screen. At 8pm, I called and was told that delivery could be as late as 9pm. This guy also said he tried to contact a dispatcher but they would not answer. WHen I asked for a supervisor, he claimed there was none there. When I said, "So you're not going to let me talk to a supervisor", he put me on hold and then came back and said there was none available and I should call customer service on Tuesday.
At 9pm, I spoke to another person who said that the station had notified them at 5:40 that the package was being held for pickup. I asked why the previous representatives had not known this, and why the tracking site hadn't been updated either. Of course she didn't know. It doesn't make any sense. I also don't believe her, because 5:40 pm was the time I called yesterday about having the package held. Anyway, now I'm not sure where the package really is or where or when I can get it. I've lost a whole day due to their lack of communication.
I thought the whole idea behind a place like Fedex was that packages could be tracked and accounted for reliably on a real time basis. However, it seems that not only is their tracking service unreliable, but their own customer service people have no idea what's going on with a package. There's no communication within the company. The customer service reps really didn't care what was going on either: "I'm just at a call center" so they don't have any more info than I did. I've dealt with UPS before and never had this kind of problem. Even the post office is better than this at internal communication and helpfulness. I just read that even Fedex's delivery drivers are contracted out.
In the future, I will avoid Fedex like the plague, and I would advise anyone else to.