FedEx says package delivered but it wasn't and they refuse to provide GPS location

[panah100]

Hi everybody,

So I have a new situation that I have never had to deal with. I have had packages marked as delivered by USPS that showed up a day or two late. Now FedEx claims they delivered my package a few days ago. On the very same day I contacted them and opened the case. They told me they would investigate and contact the driver. Fast forward to today, I call them asking for an update, and they have closed the case. They didn't leave a package, didn't leave a doortag, nothing. This is the 4th time I have called them. I called every day to make sure they don't forget but I was polite, nicer than I am to my own family members and friends.

This was a collectible item I paid a lot of money for. So far, the seller seems to be cooperative. However, I am curious what my options are on this. When I called FedEx today, they sent me to the "tracing" department and as soon as I started talking, they  hung up. Called a few more times, and they said they had phone issues. I was polite, wasn't angry or rude. I simply asked them where the last GPS location for the package was, so I can go retrieve it. They said they don't have it.

With USPS, when a package is lost, they send you a letter that you can give to the seller to get a refund. With this, FedEx refuses. I specifically asked, and they said that is "not their policy." I told them it is a unique, collectible item, and they still gave me the runaround.

I am just curious if anyone has experience dealing with FedEx. What are my options? To be honest, while a refund would ease the pain, I really needed this collectible item. It is a large package. I am at a loss how it is delivered somewhere else. FedEx has forced me to fill out some sort of questionnaire describing my property, color of my door, size of my garage door 2 times already but my address is very easy to find and we have not had any issues with FedEx.

sorry for rambling here but any suggestions what I should do? Did the driver just steal my package? What should I do? I know for a fact I'd lose this case if I open it with eBay since I have no way to prove it wasn't delivered here other than my word and good reputation in the past. And to be honest, it would be harsh on the seller but there has to be some way to hold FedEx responsible?

[simba6]

One reason to always pay by credit card.  The "if it was scanned delivered"  loop hole is big enough for a package to fall through.

[fab_finds4u]

Lost packages never show they were delivered so they are covered without question. On the other hand insurance ends when tracking shows delivered.

The seller and eBay won't refund if tracking shows delivered.

Tis the porch pirate season. 

[lamber9347]

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@panah100 wrote:

<snip>

With USPS, when a package is lost, they send you a letter that you can give to the seller to get a refund. With this, FedEx refuses. I specifically asked, and they said that is "not their policy." I told them it is a unique, collectible item, and they still gave me the runaround.

<snip>

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I'm sorry to read this. I'm also purchase many collectibles online and am horrified to lose one in this manner. So I do get where you are coming from, however I just wanted to clarify one point that you mention, see above quote. A seller is not responsible for refunding an item that shows it was delivered. Every seller prays for that delivered scan exactly for this reason. Any case opened in eBay or PayPal would close for the seller with the delivered scan attached to the tracking. You may have a way with your credit card company if you used that for payment. If in the past you had a seller refund you for an item showing it was delivered, than you got lucky. Best of luck to you....

[greatmidwestcoin]

FedEx and UPS are now scanning at their drive out centers delivered.  At least that is what the drivers have been telling me and what I have been finding.  FedEx is terrible at customer service. Take it or leave it is all I have ever gotten.  I switched back to USPS since at least I can go to my local PO for guidance.

[panah100]

Our neighborhood is safe. I have ordered 35 items on eBay in this period. 25 of them have gotten here, no problem. 9 are on their way or delayed by USPS and others. only one has gone missing, and this is it. I was home all day too. There was a delivery from another company but not FedEx.

[panah100]

Seller claims he has insurance. I have not actually opened a case because I understand. And to be honest, I really want my collectibles. A refund does nothing for me. However, it is still a good chunk of money. Can I take any action against FedEx? What is their responsibility in all this? Did they just steal my package? I have had $2000 items misdelivered to my neighbors and they brought them to me. We have a very good neighborhood here. No porch pirates that I know of, and neighbors do these favors for one another all the time. I do it for my neighbors all the time. USPS drops other people's packages here and I go give it to them and they do the same for me.

This item clearly was not delivered anywhere around here. I asked FedEx whether it was left on the truck by mistake after it was scanned, they couldn't say. They couldn't tell me the GPS location, they told me nothing useful. 5 calls in and I still don't know anything about where they delivered this package.

[panah100]

USPS has lost and misdelivered probably 15 of my packages in 2020. But I give them credit: they actually take time to call you back when you open a case. And they investigate. 13 of those packages were found and delivered. One got here completely broken and one was never found (that was from AliExpress, so who knows what happened there).

With FedEx, it's like pulling teeth. I have to go out of my way to be nice, calm, collected and beg for any help, and they still hung up on me after putting me on hold for a few minutes. They pretended to open a case for me but closed it without calling me or addressing the issue. It's very very disappointing.

[panah100]

To be honest, this is so messed up. The seller has 100% reputation. He shipped it in the middle of the holiday season with FedEx. He did his job. I tracked the package every day, so I was ready to get it as soon as they dropped it. FedEx on the other hand, they refuse to tell me where the package is, they can't trace the driver's actions, they even didn't have the courtesy to call me when they closed my case.

In my last call (I made after opening this thread), I was told I should contact the shipper, they should file a claim, and THEN FedEx will dig deeper.  I am quite shocked by how bad they treat people who are expecting a package. To compound the problem, this was a very hard to find collectible. And the money is significant enough for me that at some point, I will want it back. I don't think the seller has to pay it. I think FedEx has to. It's completely unacceptable. I just don't know how to go about it if the seller suddenly decides they have no time for me. There is no way I can win this if I open an eBay case. The item is marked as delivered and all that.

[rebell45]

In my last call (I made after opening this thread), I was told I should contact the shipper, they should file a claim, and THEN FedEx will dig deeper. I am quite shocked by how bad they treat people who are expecting a package.

Actually the seller/shipper can't really do much either. eBay is the account holder and "shipper of record"and FedEx will only deal with them. This, and unexpected surcharges and additional fees being charged to sellers after the fact, are a huge problem with eBay & FedEx. You could try contacting eBay but I doubt they will do anything except tell you to contact FedEx. They figure when you start feeling like a ping pong ball, you'll just give up..

https://www.ebay.com/help/default/default/default?id=4005&from=ContactUs

Someone really needs to look into starting a class action suit on this scam that eBay & FedEx have going on.

[lamber9347]

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@panah100 wrote:

Seller claims he has insurance. I have not actually opened a case because I understand. And to be honest, I really want my collectibles. A refund does nothing for me. However, it is still a good chunk of money. Can I take any action against FedEx? What is their responsibility in all this? Did they just steal my package? I have had $2000 items misdelivered to my neighbors and they brought them to me. We have a very good neighborhood here. No porch pirates that I know of, and neighbors do these favors for one another all the time. I do it for my neighbors all the time. USPS drops other people's packages here and I go give it to them and they do the same for me.

This item clearly was not delivered anywhere around here. I asked FedEx whether it was left on the truck by mistake after it was scanned, they couldn't say. They couldn't tell me the GPS location, they told me nothing useful. 5 calls in and I still don't know anything about where they delivered this package.

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That's great that the seller took out insurance. I live in a similar neighborhood and mine is a cul de sac. We all take in each others packages and walk them over. It's the correct neighborly thing to do. 

No one at Fed Ex stole your package, no one would know what's in it. Most likely it was misdelivered and the driver doesn't want to admit it. Either that or it was left on the truck or fell behind a desk. I once shipped a package to a friend as a surprise so when it didn't arrive I didn't know. Three months later it came back to my house. It had fallen behind a desk, not a small package either, where it sat for three months. Once found they returned it to sender thinking the addressee may have moved by then. So I got it back and resent it to my friend....

Stay on the seller's good side as you've been doing. Frankly you have done everything correctly so far. I never use Fed Ex, heard too many issues with them and I detest UPS. I only ship with USPS and will continue to do so. Hang in there, try to remain positive. Maybe your package will re-emerge. Try calling again or see if you can find an office to go into. Try to get someone on your side that may be able to assist with GPS from their end. Keep at it and maybe you'll succeed. Sending you my best wishes....

[panah100]

Thanks for the positive words. Yes, there is no point being mad at the seller to be honest. Having said that, I would probably not order from anyone that ships expensive items with FedEx in the future. They are just way too unreliable.

[panah100]

Just to update, I called FedEx again today and contacted their tracing department. They refused to tell me the GPS location where the package was last scanned and said the item is lost. Shocking. Now I am pretty much at the mercy of the seller doing the right thing and start a claim since he says he has insurance. Otherwise, I lost a lot of money, spent hours pointlessly talking to FedEx and didn't get my collectible item either.  I am willing to work with the seller but if he decides he doesn't want to, I have no way to get my money back.

Just out of curiosity, should I file a complaint about FedEx on BBB? Does that even matter?

[papuda]

It also happened to me. bought a swimming pool. Item location listed as Los Angeles. It supposedly shipped from MN FedEx. Yesterday I was home all day I live on a big rural property with no neighborhood for porch pirates and I have cameras. It said it was delivered at 12:28pm with signature on file. It definitely wasn't....   I opened a case with FedEx (seems pointless regarding their opening case protocol) contacted the seller and told him I'm disputing the sale and left him negative feedback. At which point I noticed it was a new account (how could I have been so foolish not to check!) no he has a -1 score. I'm pretty sure ebay will root him out. Also I immediately contacted Chase about the CC purchase. I disputed it and recieved my credit the very next day.

[reda3615]

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@papuda wrote:

bought a swimming pool. Item location listed as Los Angeles. It supposedly shipped from MN FedEx.

It said it was delivered at 12:28pm with signature on file. It definitely wasn't.

I immediately contacted Chase about the CC purchase. I disputed it and recieved my credit the very next day.

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How heavy is your swimming pool? And how heavy is the FedEx package @papuda at the FedEx website?

So Chase was obvious that was another person's package.

- The item they purchased was delivered to them at 12:28 pm.

- Your seller uploaded that tracking number to fake your delivery.