Honoring delivery instructions

Once again I have a beef with FedEx and their apparent inability to honor delivery instructions. Where UPS has MyChoice, FedEx has the Delivery Manager. Which you can use to keep an eye on packages you have coming in, receive notifications when a new package has been scanned into the system, and even customize delivery.

On delivery customization, you can redirect the package to a FedEx Office location (the sender can disable this option on a package, something I’ve gotten on NewEgg’s case about) or provide specific delivery instructions for your home. On that, I have the delivery instructions set to leave the package at the apartment office.

And for some reason, FedEx refuses to honor those instructions. As my previous post on this shows, they’ve been leaving the packages at my apartment door. This is especially disheartening when we’re talking about items being delivered that…. aren’t exactly cheap to replace. And if such an item were to be stolen because they left it at my front door instead of the apartment office, I’m skeptical they’d go the distance and replace the item.

So after the latest incident, I took to Twitter (rare for me), and openly called out FedEx. When they replied requesting the tracking number and my contact information, I initially resisted, saying I’d tried it before. That the last time I was told the problem was resolved, despite the fact it obviously has not.

But eventually I gave in and sent them the tracking number and my contact information. This was their response:

Thank you for the requested information.

Your concerns have been escalated to the management team.

You should receive follow-up within 24 business hours.

which is basically what happened last time. As I mentioned, I was told the problem should have been resolved. The last time I wrote in about it. But there is no indication on the package with this last delivery that the delivery instructions were being honored. No label on the package saying to leave at the apartment office. Nothing.

There is clearly a disconnect in their system such that the delivery instructions are not making it down to the “last mile” sorting and handling area, where the packages are sorted onto trucks for final delivery. Only once did FedEx not redirect a package to a FedEx location per my request, and I lambasted them via e-mail with regard to that.

This time, however, they are persisting with not honoring my delivery instructions.

I’ve never had this problem with UPS. Almost all of my packages are redirected to a nearby UPS Store without fail. The only exceptions are controlled items. Those won’t be redirected to a UPS Store (and it’d be nice to receive a notification when these packages CAN’T be redirected), but I can still have them held at the UPS Customer Center a couple miles from where I live. Which also has slightly better hours than the UPS Store, but is a little bit out of my way. Whereas the UPS Store is on my way home from work.

The latest complaint was made on August 11. So far I haven’t heard back from FedEx on the nature of my complaint, despite being told that I should’ve heard something within “24 business hours”. So who knows what’ll happen this time.

FedEx, if you find this, seriously fix this, or leave a comment below giving me and everyone else who comes across this article a status update. I think all of your customers deserve to know whether their delivery instructions will be consistently honored.

Share