FedEx Vent...

[poohandwendy]

Not a huge vent, sort of just annoyed.

I sold an item on ebay for around $20, shipping was $12. Mailed it on may 1st and sent the buyer the tracking number. She sent me an email today asking if I had shipped the item yet, if I received her payment, etc. Uhoh...I emailed her back, Yes, I received your payment, yes it was shipped and I sent you a tracking number. Obviously, she never got that message.

So, I go to Fedex.com to track the item and the last entry (may4th) says "Delivery exception- Damaged, handling per shipper instructions" So, I call and they tell me that it was damaged in route and it is a 'total loss' and will not be delivered. The guy on the phone said the box probably got caught up in a conveyor belt or something.

First of all, why wasn't I emailed or notified? This was 5 days ago, why isn't there an automated email sent out or something (I do all of my Fedex shipments online)?

Second of all, they don't want to reimburse me for the shipping costs or even partial shipping costs. That really irks me because they did not do their part of the transaction here, which is deliver my package safely.

Someone please convince me that it's reasonable that I should pay for a service that was not only not completed, but resulted in the total loss of the item I entrusted them with...it makes no sense to me. It would make sense if the item was delivered and the box was not damaged, but I didn't pack it well or something and the item broke.

I am sure they are covered from this in the fine print somewhere. It's just a load of crap in my opinion.

FTR, I refunded the total costs to the buyer already (with my apologies for her inconvenience), I am just dealing with this on my end now.

I am just annoyed. LOL

 

[oxfordcircus]

At least they didn't ask you to load your package into their truck.

 

[1Prince2Princesses]

There is no way that is reasonable. They need to refund your money! I'd be furious (as I'm sure you are), and I think I'd harrass them until I got a refund or a credit.

I quit using FedEx after having several packages damaged. I did get refunds for those shipping fees, so maybe if you talk to a different person you'll get a more satisfactory answer. Good luck!

ETA: I typed that it was a load of crap and reworded it so I wouldn't offend you, then realized you said it yourself.

 

[poohandwendy]

There is no way that is reasonable. They need to refund your money! I'd be furious (as I'm sure you are), and I think I'd harrass them until I got a refund or a credit.

I quit using FedEx after having several packages damaged. I did get refunds for those shipping fees, so maybe if you talk to a different person you'll get a more satisfactory answer. Good luck!

ETA: I typed that it was a load of crap and reworded it so I wouldn't offend you, then realized you said it yourself.

LOL, too funny.

Well, the guy on the phone is the one who said they wouldn't refund my shipping fees. I emailed the claim, with the shipping fees in a separate area of the form. Maybe they will refund the total . If not, I will try to talk to a supervisor about it.

I mean, I all for paying what I owe but I don't see why I should eat $12 because they totally destroyed the package and never delivered it.

 

[poohandwendy]

At least they didn't ask you to load your package into their truck.

Now that would have really had my panties in a wad...

 

[robinb]

Are they saying that they won't pay for the item they damaged or even refund the postage?!? Doesn't FedEx automatically insure for a certain amount, like $100? That's just crazy!

 

[poohandwendy]

Are they saying that they won't pay for the item they damaged or even refund the postage?!? Doesn't FedEx automatically insure for a certain amount, like $100? That's just crazy!

No, the guy said they WILL refund for the item, but not for the shipping costs I paid them. IMO, they did not do their end of the deal. Not only was it not delivered, but it was damaged to the point of 'total loss'.

I am holding out hope that someone there will agree with me and refund the shipping costs also. If not, I am out $12, just for the fun of it, PLUS they ruined an item I was selling and listing and final value fees.

 

[beavismom]

I would argue that you paid shipping charge to get the package from point A to point B. Since they didn't get it there they didn't live up to their end of the deal and should refund it. Keep at them, they will probably give in.

I won't even start on the Ebay package I shipped to Cali from Texas that went coast to coast more than once before it finally reached the intended destination.

 

[kaytieeldr]

http://fedex.com/us/services/terms/us.html?link=4#guarantee
About 2/3 of the way down the page:
"Money-Back Guarantee Policy

We offer a money-back guarantee for our services. This guarantee can be suspended, modified or revoked at our sole discretion without prior notice to you.

At our option, we will, upon request, either refund or credit your transportation charges in the event of a service failure (which means delivery of your package 60 seconds or more after the published delivery commitment time for the selected service and destination, except as otherwise described in these terms and conditions). This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure...."

There's a lot more, including a section that limits the guarantee to one per package/shipment, however, the guarantee appears separate from any coverage of the value of the shipment.

As far as I can tell, FedEx did not deliver your package in the timely manner guaranteed by your agreement with them; they owe you a refund of the shipping cost.

 

[Cool-Beans]

I've never heard of such bad service from FedEx or UPS. DHL, I'd say, "Oh, yeah!", but not those other guys.

Work your way up. They ought to reimburse you for the shipping costs and I think all packages are guaranteed to $500 or something. We once shipped stuff on a truck that also had some kind of skunk-smell cans in it that exploded (so they say...I still wonder if an actual skunk didn't get in there - customers were saying their eyes watered when they opened the crap.) We were reimbursed the cost of the merchandise and shipping and they sent the second shipments free.

I recently bought a hair dryer (long story) on ebay and I just KNOW the seller was a DISer. Had a Disney name for her store and lived in Florida. Guess that wasn't you, since we're neighbors. In a State way, anyhow.

Good luck with your mess.

 

[poohandwendy]

http://fedex.com/us/services/terms/us.html?link=4#guarantee
About 2/3 of the way down the page:
"Money-Back Guarantee Policy

We offer a money-back guarantee for our services. This guarantee can be suspended, modified or revoked at our sole discretion without prior notice to you.

At our option, we will, upon request, either refund or credit your transportation charges in the event of a service failure (which means delivery of your package 60 seconds or more after the published delivery commitment time for the selected service and destination, except as otherwise described in these terms and conditions). This money-back guarantee is your exclusive remedy in the event of a service failure for the recovery of all or any portion of the FedEx charges for a shipment. If the money-back guarantee is suspended, there is no remedy or recovery of charges for a service failure...."

There's a lot more, including a section that limits the guarantee to one per package/shipment, however, the guarantee appears separate from any coverage of the value of the shipment.

As far as I can tell, FedEx did not deliver your package in the timely manner guaranteed by your agreement with them; they owe you a refund of the shipping cost.

Thanks, that is good to know. Hopefully the guy I talked to was just jumping the gun and didn't know what he was talking about. I will definitely talk to someone higher up and try to get this rectified.

 

[IwasatWDWforamonth]

At least they didn't ask you to load your package into their truck.

That would be terrible.

 

[jemiaule]

Did they have you declare a value of the item yet? If not then I would say add up the cost of the item, the cost of yoru listing fee, the cost of your FVF and the shipping cost and claim that as your total loss on the package. IMHO that is not false nor a lie - that is truly the total cost you are out because they damaged the item and made it unsalvagable.

 

[dbogen]

I think if they will not give you a refund on the shipping they should atleast deliver the "total loss" package back to you. I don't know, I just get "that feeling" about this. How do you know that a worker didn't take it?

Just my .02

Deanna