Ordering and Shipping

Delighted with Blurb / disappointed (annoyed) with Fedex

Dear FedEx, I’m NOT impressed.

According to your online tracking feature, you tried to deliver at 4:17 p.m., but returned with an “incorrect address” error.

After calling my local contact number and wading through a seemingly endless phone menu, I finally got connected with a live operator from your customer service. As it turns out, this person was pretty unhelpful and kept on repeating the same standard pre-scripted statements, without any suggestions which may really have furthered this issue towards a resolution.

So now let me ask you:

Is it standard FedEx practice that the customer has to come up with suggestions as to WHY the “incorrect address” error occurred (=> it’s located in a newly built allotment, a little bit off of a well-known road with which it shares the same postal code) ?

Also, is it standard FedEx practice, that the customer has to suggest a solution, so he or his family don’t have to spend another complete day stuck at home, waiting for your delivery because the only info you can give is “it depends on the driver’s route” (=> please give me a call on my mobile 30 minutes before delivery) ?

And finally: is it standard FedEx practice, that the live operator is passive and only reacts with a bare minimum of informations instead of proactively seeking a solution, working towards customer satisfaction ?

As aforementioned, I’m not impressed…

The really sad thing is: I ordered this book via Blurb and the whole process (registering with Blurb, creating the book and finally ordering it) was flawless, until it came to the delivery part. I will take this up with Blurb as well, and if they don’t offer alternatives for future deliveries, I’m sorry to say, but this will probably be my last Blurb book…

Posted by
Oct 15, 2012 11:35am PDT