Complaints

This profile includes complaints for FedEx Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FedEx Corporation

  3610 Hacks Cross Rd Memphis, TN 38125-8800

  
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  Federal Express

  2200 TriCities Crossing Kingsport, TN 37664

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  Federal Express

  5034 N Broadway St 140 Knoxville, TN 37918

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  Federal Express

  2010 Cumberland Ave 4 Knoxville, TN 37916

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  FEDEX

  2200 TriCities Crossing Kingsport, TN 37664

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from ******* that was attempted to be delivered on Sunday (7/31/22 at 10:48am) but I was unavailable. The next day which was Monday (8/1/2022) I had two drivers put in doortags in the system at the same time saying they attempted to deliver the package which was false I have security footage to prove it. I DO NOT understand how two drivers attempted to deliver the SAME package at the same time on different trucks. The package had no updated information from 8/1/2022 until 8/4/2022. The only reason I got an update was because I called and opened a claim. Now today Friday (8/5/2022) the driver put in the system at 12:22pm that he attempted to deliver the package which again is FALSE. I have the security cameras on my property to prove it. Fed ex is refusing to take my package to a secure location so I can pick up. I'm so fed up and frustrated with this whole situation. I will NEVER use Fed ex again!!

  

  Business Response

  Date: 08/19/2022

  Dear Heartleen Pierre
  
  Your report to the Better Business Bureau was received. ?We regret any problems you encountered while inquiring about the status of your FedEx shipment with tracking number ************.
  
  Researched was performed.  We apologize for any tracking scans that *** have caused confusion. The initial scans reflect optional delivery attempts as the shipment arrived earlier than its original due date of Monday August 1.  Operational issues have been noted internally for service improvement going forward.  The shipment was then routed to a local FedEx pickup location, to allow easier access for the direct signature service requirement. Thank you for your patience as we completed this process and apologize again for any inconveneince experienced. 

  We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
  

  Respectfully,
  
  FedEx

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Heartleen ******

• Initial Complaint

  Date:08/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've made multiple purchases of live frogs this year and FedEx has been used for a few of the transactions. Overnight delivery was used on all of them, this latest guaranteeing delivery before 10am. Most if not all of the transactions arrived late. On multiple occasions this resulted in the death of the animals being delivered. Given the track record and consistent inability to deliver overnight by the times they're advertising, they should not be advertising such claims. This latest incident I'm still currently dealing with demonstrates the incompetence that is present all along the chain of delivery. Their tracking advises that my package is in the sorting facility to deliver to me but updates hours later saying it just left a different sort facility that it says it already left from. When talking to customer service, after getting by the herculean efforts of the automated service to keep customers from talking to actual people, it's proven they have no clue what's going on either. Then they provided a phone number that's just the general line claiming it's a direct number to the local distribution station. My day has been shot dealing with FedEx's incompetence and waiting to try and get my package of, once again, living frogs that I'll be lucky if they still arrive alive. While they say the shipping can be refunded, it's refunded to the shipper and I have to go through hoops each time with any given one of them to get reimbursed back to me. Not to mention the cost of frogs which may or may not be reimbursed. If this was a one off case, I would understand things happen but this has consistently occurred with multiple overnight deliveries. They should not be offering this service and charging exorbitant rates if they can't meet the deadline.

  

  Business Response

  Date: 08/08/2022

  Dear *********************,
   
  This is in response to your inquiry addressed to the Better Business Bureau.   
  
  We understand your dissatisfaction with the handling of the shipment traveling on package tracking number 77757426878. 

  Our records indicate a proof of delivery on August 8, 2022, at 10:10 a.m.
  
  FedEx continues to experience delays due to the explosive growth of e-commerce.  We know how important it is that your packages are delivered on time, and we remain committed to working with you on ways to leverage our network flexibility. 

  We suggest you contact the shipper for a claim if there is damage.
  
  On behalf of FedEx, we extend our sincere apologies for the inconvenience you have encountered. Your business is very important to us, and we hope you will allow us other opportunities to serve you.  
     
  Respectfully,  
     
  FedEx   

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17676988
  
  I am rejecting this response because:

  This is the same canned corporate response the have given to me already and they're going to keep repeating it cause I have no real power as the person accepting the shipment. I have to proceed to bug the shipper to try and get any action taken on this even though I'm the one out the money for shipment. By some miracle, the frogs actually arrived alive, despite being 3 days past the original delivery time but I'm still out the cost of overnight shipping to get my package 3 days overdue.

  I have no choice in the matter with some merchants and who they choose to ship with but I will make it my best effort to avoid fedex where possible. The delays have happened way too consistently. The service is nothing but canned responses of "Sorry, we'll do better next time." Or at best "we'll take a look into this and get back to you." And yet i don't get follow up on it. The tracking status made available to customers is god awful. Somehow their ************ hub can scan that my package is in the cheektowaga sort facility only for it to show that it's departed ************ yet again but in actuality is just sitting there. This provides no actual useful information to customers. Meanwhile, nothing about anything with fedex changes for the better and rates keep increasing for poorer service. So I won't be holding my breath for improvements.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refused a package from the seller BestWay. the fedex delivery number was tracking number was ************. I refused the package on delivery and fedex gave me a second tag number which was ***************. I have attached the second tracking label which is marked as "refused" by recipient (myself-*********************). After the package left, I awaited my refund. after some time I check on this and saw that the package was at the fedex warehouse in ******* **. I immediately called FedEx to ask them for the details and because I am not the original shipper, I am not able to file a claim. I called several times asking FedEx for some kind of confirmation that I was not responsible for this package being delivered to the seller because I was waiting for a refund. They kept telling me the that Bestway needed to file a claim in order to get the package or insurance. I reached out to BESTWAY serveral times and was not able to get them on the phone so I sent them an email request. It is unfair that I am being charged for a product that I refused on delivery and that I do not have possession of and I am unable to fila a claim with fedex because I am not the shipper. FEDEx has not delivered this to the merchant so I can get my refund. FedEx told me they are unable to deliver it because it is passed 30 days and the merchant has to file a claim with them. the merchant is waiting for package so that they can refund me and I am unable to make any request that fedex delivered the package. Fedex has either lost the package or it has another issue that I am not authorized to know about. Fedex needs to take accountability for this package that was not delivered so I can get my refund. I am at their mercy and they "flat out" told me that I do not have any authority to file a claim or request the package be delivered to the shipper at once -*********** is unethical to for me to be at the mercy of a mistake that fedex has made. I refused the package and what my refund.

  

  Business Response

  Date: 08/22/2022

  
  Dear *********************:

  Your report to the Better Business Bureau regarding tracking number 997328400208589 was received. ?We regret any inconvenience you experienced as a result of this situation. 
  
  After further research, your package has been located and was processed to return back to the shipper as requested under tracking number ************. This shipment was delivered on August 22, 2022 at 08:52 a.m. local time to ******* at ********************************************************************** 85286.
  
  We certainly regret any inconvenience you have encountered and thank you for your patience in this matter.  
  
  Respectfully,

  
  FedEx  

  
  

  Customer Answer

  Date: 08/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the response. I want to add that ******* at Fedex was extremely dedicated to resolving this issue. She kept me updated by calling me often and offering her direct extension so I could contact her. I appreciate all that ******* and fedex did in this situation because the seller has not responded to me at all and this left Fedex to do all the work in resolving the issue.  They went Above and beyond and I was grateful that they kept working on this even though the original shipper did not get back to me after multiple calls. thank you very much for all your help and support. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are complete idiots. Asked the woman with the bad hair dye job to move the item to a covered location because it had been raining. She says "no, it's very heavy" and dumps/drops/slams it into the sidewalk. There is no doubt she dropped it on the way to the house. Upon closer inspection when trying to put this together, I see damage. Now, if this bad dyed blonde hadn't of done what she did, likely I wouldn't have this issue. I call to complain and call again. I'm told I have a complaint number but nothing was done about it. tracking number is ************

  

  Business Response

  Date: 08/18/2022

   Dear *************************,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  
  As we discussed, the appropriate management has been notified of your concerns regarding the handling of the shipment traveling on package tracking number ************ .
  
  Please accept our sincere apologies for any inconvenience you have encountered. We value the trust our customers place in us, and we look forward to serving you more satisfactorily in the future.
  
  Respectfully,
  
  FedEx

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22, 2022 we shipped a package containing an Antique Agfa Camera that we sold on e-Bay to a customer in **********. He never received the package and Fed EX said that they delivered it to the wrong address. We filed an investigation report, and 2 claims to either locate the package and deliver it to the correct address or refund us the total value of items plus the shipping. We have called FedEx customer service several times and we don't get any resolution. We have filed photos and proof of value and shipping costs. They have denied our claims. Tracking number ************, Claim numbers C-******** and C-******** Total Claim amount = $565 for value of camera and $ ***** for shipping = $613.44

  

  Business Response

  Date: 08/24/2022

  Please the attached letter. 

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:

   

  Thanks for your help in resolving my problem with FedEx.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a package shipped to me from a friend via FedEx. The package was picked up from his address in ******** ** on 08/01/22. It was not delivered to the shipping address. I opened a case with Fedex and the level of customer service I have received has been horrible. Today, on 08/04/22, The package was delivered back to the shipping address by the same driver that picked it up, it had a corrected address shipping label on it with the same address it was picked up from, the phone number on the new tracking label comes up as ******* ******************** in ********** IA. The item being shipped was a ******* custom built computer which is now damaged beyond repair.

  

  Business Response

  Date: 08/12/2022

  Your report to the Better Business Bureau was received.
  
  The shipper of the package has filed a claim on your behalf.They were advised that we needed more information before coming to a resolution on this claim. If you have this information, please provide it at your earliest convenience so we may complete the claims process for you.
  
  Pictures of ALL sides of the outer carton, including 1 with the shipping label legible/visible on the outer carton,
  Pictures of ALL inner packaging,
  Pictures of how the item was secured in the package (if available),
  Pictures of the damage to the items,
  Repair estimate,
  Original purchase invoice showing proof of value
  
  We regret any inconvenience this issue has caused and hope to be given the opportunity to better serve your future shipping needs.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17673819
  
  I am rejecting this response because: 

  The claim was denied by Fedex due to the item being improperly packaged, I have attached the email.   This was a custom built computer, not something you can just re-order. I have $5000.00 invested in this. . Here are some questions I would like answered:

  
  

  1. The package was picked up on 08/01/22, there was no further tracking information available from FedEx. On 08/04/22, the package was delivered back to the address it was shipped from, by the same driver that picked it up. It had been opened, and had gotten wet.  The package had a corrected address shipping label on it. Where was it for 2 days, and who created the new label and why?

  
  

  2. We provided all of the information requested by FedEx when the claim was opened. This included parts and labor documentation as well as photos of the package showing the damage. The photos show it was properly packaged and the box was damaged. 

  
  

  3. The level of customer service we have received from FedEx has been horrible. I even had one manager tell me, since the package was delivered under a tracking number, we would have to pay to have it shipped again. 

  
  

  The original tracking number is- 777527612170.

  The tracking number on the corrected address label is- ******* 71932033

  The claim number that was denied is- C-77247219

  The package was insured for $5000.00. 

  
  

  I have copied ********************* on this email, he is the shipper.  We will be happy to provide you with any information you need to investigate this issue.

  
  
  Sincerely,
  
  Flint *****

  

  Business Response

  Date: 08/15/2022

  The reporting client had informed us on July 28th that they were going to be submitting a complaint to the BBB for the reasons outlined (numerous damages for book orders across the past year), and indicated that they looked forward to our response. We maintained this email, keeping it on file for reference, in anticipation of this case coming through; since they're last response didn't specify what they desired from the situation, we were content to action this through the BBB complaint upon receipt.
  
  In the "Customer's Statement of the Problem" field, the indicated details they outline regarding our correspondence with them are largely in line with our review of the email exchange (nothing to dispute). However, there is a practice issue that has at no point been addressed across the generic return messages offered to the client on their inquires over the past year, and that pertains to the return mechanics and how this was communicated to them. Our department accepts returns for web store purchases made from our business by mail (shipped back to our warehouse/ distribution facility) or these can be accepted at one of our corporately owned Retail locations (Games Workshop and Warhammer stores). For the latter, we do include additional instructions as we would need to coordinate with the local store manager, giving them foreknowledge of the customer coming to the store, goods to be returned/ accepted, and instructions to notify us upon receipt. This is important, so that our department can then arrange replacements, refund, credit, etc..
  
  A return made by mail is typically made at the sender's expense, although if proof of expense is documented and provided, then we can issue a virtual gift voucher as credit for any expense incurred. The problem here is that this wasn't a voluntary "I changed my mind/ no longer want this item" type of return request, but rather reported as products arriving damaged. While we typically offer to replace damaged goods where possible, these are all limited edition books, and thus stock is finite and we were unable to do so for many of them. A return for refund request made under such circumstances (damaged product that cannot be replaced) should not be up to the sender to cover the expense, and a call tag should have been offered. This is simply a matter of our department notifying our Logistics team who would produce a return label through **** which is sent to the client by email. As this pattern was displayed across a series of emails with the client, and from numerous CSRs, we've documented and reported this to our department supervisor for additional follow-up and re-training. The majority of our external inbox emails are fielded by our ** Customer Service team, being much larger, than our own. Our local US team has mostly provided store support since the start of the pandemic due to our business growth in that time. In ******, we're our business is headquartered (globally), they have a free post system for returns, whereby any post office will accept commercial return shipments (RTS) at no cost to the sender, which is a concept that simply doesn't have footing here in the US. We clearly need to get proper messaging between our teams into alignment given their growing involvement in answering customer queries from our inboxes.
  
  As it pertained to the "Desired Settlement" field, only Refund was included on the letter received, and since both the "Customer's Statement of the Problem" and the customer's prior correspondence spoke broadly about both the newest issue and revisited past occurrences, we were unclear as to if the refund request was for all previously reported damages (including those replaced and/or for which the client already accepted compensation) or if it was specifically for the newest order only. With that in mind we replied to the client's last email to us to confirm, so that we knew how to in turn issue our response to this email. The client issued a prompt response, a portion of which is highlighted below:
  
  Two items as follows:

  • A full refund for: ***************************** Edition from order XXXXXXXXXXX (hidden for privacy purposes)
  • A commitment from Games Workshop that future orders will not arrive damaged

  
  With the above confirmed we initiated a full refund for the indicated item (processed today- August 12th). This should post back to client's original payment method within 3-6 business days.
  
  Regarding the second point, we are still awaiting a response from our department supervisor. Distribution, Logistical, and Shipping changes to policies/procedures falls beyond the remit of Customer Service, so this was being picked up with the relevant departments. We'll look to provide an additional follow up on this from next week.
  
  We understand that if this falls beyond the date range allotted that it may result in the case being posted as Unanswered. We acknowledge and accept any conditions of our tardy response, but would still like to offer our response to the customer (regardless of how/if it is posted by BBB) if that is possible.
  
  Kind regards,
  

  
  
  --
  ***********************
  ******************

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17673819
  
  I am rejecting this response because: the line below has nothing to do with my order, the item was a custom built gaming PC

  Two items as follows:
  A full refund for: ***************************** Edition from order XXXXXXXXXXX (hidden for privacy purposes)
  A commitment from Games Workshop that future orders will not arrive damaged
  
  
  Sincerely,
  
  Flint Sears

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was to have a package delivered by FedEx. The driver lied about delivering it and after opening multiple cases and having them closed by FedEx without resolve, I have come here. Every time I open a case they close it 2 days later with no updates to the situation. Its a 50lb large package and yet somehow it has completely vanished. The company is trying to cover their tracks by claiming they have GPS proof of the delivery as well as video footage, yet after requesting to I am not allowed to view that evidence for myself. They clearly didnt deliver the package and if it was lost thats fine but it should not have been marked as delivered if it certainly never was! Office staff/footage clearly shows the delivery never happened that day and the company helped me initiate a report against the drive just to find out a few days later that the case apparently never existed. Shady busy tactics and they should not be responsible for handling basic packages let alone something of actual importance! I want an actual answer as to where my package is and what theyre going to do to rectify this. I would also like to know how a company can just close cases for unresolved issues like that as the whole process is severely unethical. The customer rep I spoke to had admitted to me that they recently also lost a casket that was being shipped! So do not send important packages through FedEx!

  

  Business Response

  Date: 08/26/2022

  Dear *********************:
  
  This is in response to your inquiry addressed to the Better Business Bureau.?  
   
  We understand your dissatisfaction with the handling of the shipment traveling on tracking number 276099066694.
  
  Our office has been unable to reach you by phone or by email. Any exception to our normal, quality service is important to us. 
   
  On behalf of FedEx, please accept our sincere apologies for the inconvenience you were caused.? We value your business and look forward to serving you more satisfactorily in the future.?  
   
  Respectfully,?  
  

  
  FedEx?

  
  

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have imported few cartons of a Computer case fan product from ***** to ********* ** thru FedEx.This particular shipment total 14 boxes and it was extremely slow thru FedEx for some reasons we don't know until we got billed and that is the problem we need to dispute. It was shipped on April 29th 2022 with the tracking#************. On May 9th, FedEx required us to submit electronically our business Fed Tax ID and import bond info and we did immediately and ask why this shipment is taking so long that has never happened for the past 20 years of our shipments. And all they said was they just need to verify the business import bond and that is all.After we submitted all documents and inform FedEx this item is exempted from Duty and Tariff, it started to deliver a few boxes at a time took FedEx another 2 weeks plus to finally delivered all 14 boxes.But later we found out FedEx sent us a bill for Tariff charges of $383.73.We file dispute with FedEx that this item is exempted from tariff and FedEx themselves had filed the wrong *** code with the custom and causing this unnecessary tariff charges that is not our mistake. In the dispute email FedEx claim this item origin from ***** so they use the *** code ********** for clearance instead of the correct *** code ********** that we have provided, that is why there is a tariff charges.If you check the *** File on FedEx wrong code, it clearly stated the code is related to fan assembly in *******. FedEx insist us to pay the invoice and then file for refund, and will have $90 filing fee for FedEx to file the refund for us. None of this make sense because why do we have to pay the invoice that is FedEx error, and why we need to pay another $90 for filing refund fees, and if they mess it up again and get no refund, we ended up paying $473.73 to FedEx for their mistake. We shouldn't be held responsible in the first place, and we shouldn't be making any payment, and we shouldn't be getting harassment collection letter.

  

  Business Response

  Date: 08/15/2022

  Dear *******************, 
  
  This is in response to your inquiry addressed to the Better Business Bureau.   
  
  I have reached out to the department/trade solutions and they have advised that they have explained what is needed in order to address this issue. 
  
  According to FedEx Express Terms and Conditions: All shipments that cross international borders must be cleared through customs. The sender is responsible for making sure goods are shipped in compliance with all customs regulatory requirements, for providing all documentation and information required for the clearance, and for representing and warrantying that all statements and information it provides relating to the goods and the clearance of the shipment are and continue to be true, correct and complete, including the appropriate Harmonized Tariff Schedule Code. 
  Please respond to that department with the information needed.
  We are certainly aware that our customers expect only the best possible service, and we are concerned that we failed to meet your expectations.  On behalf of FedEx, I offer our sincerest regrets to you and all involved parties for any consequences caused by this incident.  We hope that we will have future opportunities to serve you more favorably. 
  
  Respectfully, 
  
  FedEx 

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17671763
  
  I am rejecting this response because the shipper has included the necessary ** code in the commercial invoice, and it is the FedEx broker job to convert it to proper *** code.

  ** code is use by worldwide and *** decided to be different and call it *** code which is equivalent to ** code but 2 digits more. The ** broker know this very well and a good broker will know how to convert the ** code to the correct *** code. Basic thing is the commodity is clearly stated in the commercial invoice and the country of origin is clearly shown from *****.

  Just this 2 basic information with the ** code you can easily get the correct *** code is **********. And this code will be exempted from Tariff.

  But what FedEx broker did was converting it to this *** code ********** and this code clearly showing that the Fan is assemble in ******* and that is why there is a Tariff. This is clearly FedEx error and you can check the emails chain in the attached file that even the ********************************************* from FedEx insist that because the origin is from ***** that is why there is a tariff. But obviously not only is from ***** it is exempted from Tariff. And the reason the custom charged the tariff is because FedEx use the wrong code that clearly showing the origin is *******.

  We have been very cooperative with FedEx from the very beginning when the shipment is still at the custom on hold for custom clearance. FedEx contacted us for our company tax ID and our annual import bond, and we told the ********************* from FedEx, over the phone, the *** code is **********. We did everything for goodness sake.  But obviously someone in FedEx brokerage team think my *** code is wrong and they have the correct code and refused to use the code even I have provided to them before custom clearance. And now they got into this mess and asking me to pay the invoice and filing fees to clean up their errors that shouldn't be happening in the first place.

  After I filed to BBB, FedEx called me twice and I explained the whole thing over again and again. But she doesn't seem bother to listen and all she cares is whatever her FedEx team told her and whatever they said are correct and I'm the issue. That is how they so call resolve this issue and no wonder their customer rating is so bad and one of the worst in this industry. She doesn't even understand or know what ** or *** code mean and how is she trying to resolve this problem. I literally using my time and walk her thru the ** and *** code and show her how it was converted incorrectly by their team. Even if they didn't use the *** code that I provided in the first place before custom clearance as I mentioned we provided it to ********************* when they need our import and business tax ID and etc, if ********************** team use the one crucial thing and that is Country of Origin, it will pull out as Tariff FREE. It is exempted. Not only this FedEx brokerage team is not educated with this info and not updating their info that is why they simply assume anything from ***** will have a tariff just like the rest of the ** because of the media constantly brainwash them with all negative ***** things. Reality is not all items has tariff and many European country has tariff importing to **. If the FedEx brokerage team is up to date, this mistake will never happen. And they could have call and double check with me again why we gave ******* the *** code **********, which is the correct one, and it will resolve quickly and none of this will happen. But FedEx decide they are smarter and their *** code is correct and that is how this mess started.

  This is really getting frustrating and wasting me a lot of time and FedEx need to own up their error that causing all these mess and need to stop this immediately and stop the collection invoice for something that was done because of their Broker mistake and they should solve the tariff directly with the ** custom to get their refund and not threatening me to pay the tariff and in addition asking me to pay for filing for refund fees. I'm not responsible for their brokerage ignorance on how to import and applying the correct *** code equivalent to the ** code use internationally. 

  This has to stop or I will have to start charging FedEx for my time educating their brokerage team on what *** code is and how to interpret the correct code. Can't believe how they got their license.

   

   

   

   

   

  
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 09/19/2022

  Dear *******************,
  
  This is in response to your inquiry addressed to the Better Business Bureau.
  According to FedEx Express Terms and Conditions: All shipments that cross international borders must be cleared through customs. The sender is responsible for making sure goods are shipped in compliance with all customs regulatory requirements, for providing all documentation and information required for the clearance, and for representing and warrantying that all statements and information it provides relating to the goods and the clearance of the shipment are and continue to be true, correct and complete, including the appropriate Harmonized Tariff Schedule Code.
  FedEx processed tracking number ************ under the Harmonized Tariff Code that was entered on the commercial invoice. If an incorrect Harmonized Tariff Code was provided on the commercial invoice, please provide this requested documentation:
  1. An amended commercial invoice including a full description of the item and the full ten- digit classification.
  2. Technical literature specification sheet, catalogue, brochure, photograph, pamphlet, certificate of analysis or any other form of information that clearly describes each item being shipped
  3. An acknowledgement and agreement of the filing fee. There is a fee associated with filing this dispute.
  The requested documentation can be sent via email to ******************************************
  
  To date, the requested documentation has not been received, therefore, the case has been closed. If you want to have your dispute reviewed, please send the requested documentation.
  We hope this information is helpful.

  Best regards,
  FedEx

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17671763
  
  I am rejecting this response because: as I mentioned we provide the correct HS code by the shipper and I also provide the correct *** code when the shipment was on hold at the custom needing our import bond copy to be submitted digitally to FedEx. I explained everything clearly we provide both and FedEx continue to denied and accuse us not providing the info. I mentioned I gave the info to ********************* when he asked for the Import bond, I gave him the correct *** code which I mentioned so many times already. It is the direct conversion of the International HS code to US *** code.

  FedEx use the wrong quote because the *** code FedEx use showing clearly the part is origin from *******, whereas the part is originated from ***** and shipped from ***** and the *** code for this part is exempted from Tariff. We will not accept and be responsible for FedEx error and it is not my responsibility to clean up their error especially they still accusing us giving the wrong *** code which is totally false. One more accusation from FedEx we will file the litigation and will put FedEx to rest. I'm sure there are many shippers being charged blindly by the inadequate of FedEx Broker that are not updated and not understanding all the code. Even the most simply ******* and ***** will give you a clue the code they use is completely wrong and yet they filed it and that is why being charged with Tariff. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is against FedEx delivery. They refuse to leave my packages in safe and weather proof environment. We have a huge garage with plenty of room for them to leave packages out of all weather conditions. They leave medication and all of our packages out in the weather. I have even taken a picture of a package left in the door of our garage. I could not pull into the garage until I got out and moved the package out of the way of my vehicle. In the picture you can clearly see the room and space for the package could have been placed out of the weather. I called the pharmacy to complain to them about my medication being left in the weather. They put a note on the package requesting that the package be left on the freezer inside of the garage. Instead of complying with the Pharmacy request, they left it in a worse place than they had before. I am desperate for help with this matter. If you would like the picture that I took, I will be glad to send it to you. Thanks so much for your help in this matter.

  Customer Answer

  Date: 08/04/2022

  Dear Better Business Bureau:
  
  
  The picture that I sent is regarding a ******* order in March. This order was placed inside garage,  but could easily be rained on and ruined. 

   

  The other complaints are regarding 2 packages from ****. These 2 packages contained soft goods that were left totally out in the weather.  If it had rained it would have totally ruined the whole packages. 

   

  I have requested my medication that comes from Midtown Pharmacy in ********* to be left on the freezer inside the garage.  The FedEx driver leaves my medication where it would be effected by inclement weather.  This medication is expensive and I have to pay for it. 
   

  

  Business Response

  Date: 08/30/2022

  Dear Ms. ***********:
  
  This is in response to your recent inquiry addressed to the Better Business Bureau.
  
  Your concerns regarding a recent delivery have been brought to the attention of senior management responsible for operations in your area.  This will be addressed internally with the drivers serving your location.  We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction.
  
  Respectfully,
  
  FedEx

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Package with tracking ************ got lost, but FedEx refused to pay me the insurance. The package has no update half way. Tried to communicate with FedEx but does not work.

  

  Business Response

  Date: 08/24/2022

  Your report to the Better Business Bureau was received.
  
  Please reach out to our Intercept Help Desk at ************** for further information. Im unable to provide any resolution at this time.
  
  We regret any inconvenience this issue has caused and hope to be given the opportunity to better serve your future shipping needs.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17671744
  
  I am rejecting this response because:

  The package was not delivered. It got lost. We ask for our insurance back.
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 09/02/2022

  September 2nd, 2022
  
  ***********
  6036 *****************.
  ***********, ** 27587
  ********************
  BBB Case #********
  
  RE: FedEx claim on tracking #************
  
  Dear ****,
  
  Your report to the Better Business Bureau was received.
  
  This claim was declined because the account is not in good standing. Also FedEx does not provide insurance, we are a shipping company. Shipper are able to purchase declared value at the time of shipment.
  
  I apologize for any undo inconvenience in this matter.
  
  Sincerely,
  
  **************
  Executive Management
  FedEx Ground Cargo Claims