Keep the pressure on Fedex and call many times and ask to specifically speak with a supervisor and tell them you want them to keep notes. Don't wait for them to call you back when they say they will. Trust me. They won't unless you get a very dedicated employee or someone who is a higher up. Keep the pressure on them.
Here is my story. I ordered an $800 mineral specimen from a swanky Manhattan, NYC store and they shipped it via Fedex ground. I kept my eye on the tracking. The day it was supposed to be delivered I was home. Fedex came to my house early in the day and delivered another package, but this one wasn't handed over and the driver said it was probably loaded on another truck and the other driver would be bringing it later in the afternoon.
At around 6 p.m. the tracking went from "Out For Delivery" to "To Be Determined". It was a Friday and I figured they would get around to it on Monday. Monday came and gone. Mind you the package was coming from only 50 miles away from my residence.
Tuesday the tracking info was still saying "To Be Determined" and was not updating at all. The customer svc. rep I spoke to was very curt and wanted to get me off the phone. She told me it was probably lost. Call back in a few days. I was irate!! I called back and got a different rep and she hung up on me. I was getting nowhere fast.
The next day I drove to my local Fedex Hub and asked for a supervisor. She was very helpful and could not locate it. She took my number down and I got a call the next day. Turns out it was misdelivered to the wrong address and the driver was told to go back to the wrong address and get my package back. When he went to the address which was in a different town 20 miles away from me, the business it was delivered to in error refused to hand over my package. Guess why? It was a bridal shop that was supposed to get $8,000 worth of Vera Wang dresses and never received their package. Fedex misdelivered their $8,000 order!! The bridal store was now holding my box as randsom!
Just for the heck of it, I called customer service (their 1-800 number). I wanted to see if they were liars or not. They lied to me and told me the driver said he delivered my package to my address and insinuated I was lying. When I would not let up, she said I would have to wait a week or two to put an insurance claim through!! I was livid. I realized right then and there that the lady at the hub was honest and my only hope and the idiots at the 1-800 number were just trying to ignore my problem and could care less.
The nice supervisor at the hub went to bat for me. She sent a Fedex security guy over to the bridal shop who demanded the owner to hand over my package. The next day I got a call and was told to come to the hub to pick up my package. I made sure I went there with a $50 gift card as a token of my appreciation.
If I wouldn't have been such a pain in the **bleep**, I would have never received my rare mineral specimen. It pays to be persistent. I wonder what ever happened to the $8,000 Vera Wang dresses that went missing. Theres got to be a lot of angry brides, lol.
Apparently they misdeliver things quite frequently and try to get out of being responsible for their incompetence.
