Missing parcel and refunds

monaymadlol

Hi, I bought something from overseas and had a professional courier company pack and ship the item, insured to the value via FedEx.

Unfortunately I didn't opt for a signed service, but given it was insured, I wasn't too worried as people were going to be home.

About a week ago, I got a delivered shipment notification. I go to my parents house (where I get parcels delivered) and nothing there.

I call FedEx, and they claim it was delivered. Further probing, they have on their notes 'left at front desk/reception', even though it's a residential address so makes no sense.

The shipper had opened a tracer and I escalated my case with FedEx. A number of calls back and forth with the manager who was liasing with the depot and driver as to where the parcel is or was left, with no firm answers.

********

Separately, I had another parcel by FedEx arrive this week. Another shipper I used, for some reason, sent to my billing address (my home address) not my designated address (parents address). Fortunately, they left it in the communal gas cupboard area in the hallway next to my apartment door and placed a note through my door saying where it was.

*********

Speaking to FedEx manager today, I said I'm not getting off the phone til this is sorted. I'm on hold whilst he calls the depot again. Depot claim that the parcel had my parents first line address, but my home postcode on. I relayed this to the shipper and he says that is false (which I believe),and the FedEx driver is saying he will go back tomorrow as he delivered it at my home postcode even though the 1st line of address was my parents house.

I think he/they (because both parcels were coming from the same depot), may be mixing up the one left in my cupboard with the actual missing one.

Either way:

- if the missing parcel was left somewhere at apartment, how did he know where, since they apparently had just my postcode to go on?

- why do the notes say left at front desk/reception when it's a residential address?

- why was there no card left to indicate where it was dumped?

- if they are right and the postcode didn't match the 1st line of address, why wasn't it returned to sender or left at the depot?

****

It's been nearly a week and tomorrow I'll see if the driver can retrieve from wherever he thinks he left it.

I'm looking at next steps given the item is expensive.

The shipper have a FedEx business account. I paid for packing and shipping and insurance to the shipper on my credit card.

Am I likely to get this back whilst FedEx try to argue its been delivered, when it hasn't.

I'm doing a lot of the chasing on the grounds as it was shipped from USA so there's a time difference.

As in Get back full insurance value of the goods, packing and shipping fees. I have form that I filled in with the shipper with the insurance value

visidigi

You have no contract with FedEx, the shipper does. So any claim for loss will be through the shipper speaking to FedEx and they in turn will need to refund you. The default location for a delivery with FedEx is front desk/reception, so I would read too much into that (all our deliveries say the same thing). If the address is mixed up they wont be liable for the loss, so you can only hope the shippers haven't done that (FedEx wouldn't be liable) but throughout the contracted party is to you, that being the shipper and they will need to refund you an discuss options with FedEx should it not be found.

monaymadlol

Thanks. Well as the shipper pointed out, they do not even have my billing address, only shipping address, so. I think FedEx may be getting muddled up with the other package that was delivered this week.

I have the completed forms with the shipper which show my correct delivery address and they can verify this on their record.

What I'm concerned about is if FedEx keep telling the shipper that it was delivered, when it hasn't. They can't prove it has, nor can I technically.

Lots of similar poor online reviews for FedEx - saying parcels have been delivered when they haven't

visidigi

monaymadlol said:

Thanks. Well as the shipper pointed out, they do not even have my billing address, only shipping address, so. I think FedEx may be getting muddled up with the other package that was delivered this week.

I have the completed forms with the shipper which show my correct delivery address and they can verify this on their record.

What I'm concerned about is if FedEx keep telling the shipper that it was delivered, when it hasn't. They can't prove it has, nor can I technically.

Lots of similar poor online reviews for FedEx - saying parcels have been delivered when they haven't

The internet. Full of complaints (like this one) and rarely a compliment.

FedEx like other carriers are getting beaten up right now - and consumers not being considerate to courier firms (like not being in) is a massive problem - they give customers tools to manage what should happen and consumers don't use them and then complain they didn't do what they want.

Ask FedEx to do its checks, let you know what they find and go from there, if they have mixed two packages you can tell them - although surely you have given both tracking numbers so they can see the difference?
I do wonder how you bought something from overseas without giving a billing address for the goods to someone? 

monaymadlol

I bought a service not goods so why would they need a billing address?

In any case, I did communicate both addresses during email with the shipper.

Yes FedEx have both tracking numbers, doesn't stop their stupidity and incompetence

visidigi

monaymadlol said:

I bought a service not goods so why would they need a billing address?

In any case, I did communicate both addresses during email with the shipper.

Yes FedEx have both tracking numbers, doesn't stop their stupidity and incompetence

FedEx didn't, but you said your shipper didn't have one, which is now proven false. The reason for mentioning it is because it does make the crossed address possible.
You will have to wait and see what FedEx says, all I will advise is be patient and polite, it goes along was with keeping them on side as they don't have to speak to you (only the shipper) and whilst you have them researching this side of the pond experience tells you are likely to see more success.

mattyprice4004

I use fedex a lot and this kind of thing is rare - my money’s on the shipper making an error but I’m happy to be proven wrong  

monaymadlol

Well, FedEx claim their driver went back 3 times to retrieve the parcel from wherever he left, but was unable to access. So he left it at a random address and now the person at the address is not answering? More likely the driver cannot remember where he left it or has dumped it somewhere.

If they claim postcode was incorrect, why did they not keep it at depot or RTS?!

FedEx are advising a claim to be next route.

I've emailed the shipper in the US about this, who are a White Glove service, so I hope to get a full and swift resolution. They have been cooperative throughout.

I just want my money back and the matter closed.

FedEx offer insurance to a certain value but the company have their own insurance with Lloyd's to cover my full insurance value. I have signed documents where I have my correct shipping address and the insurance value I wanted to  cover. I also paid with my nationwide cc.

Can I expect full refund of the postage and packing which was several hundred dollars as well as the value of the goods

monaymadlol

The shippers have got back to me saying they'll be filing an insurance claim and there's nothing more I should do.

So at least they're cooperating. How long should I give such a claim to settle?

I've asked if they can provide a refund for their pick up, packing and shipping costs now. Is there a reason why they might not?

Also, I paid a bit over my budget for the item in question, so reduced the insurance value to 85-90% to bring within threshold. Would there be a way of claiming this back, or do I suck up that loss?

JJ_Egan

(So at least they're cooperating. How long should I give such a claim to settle? )

28 days .

monaymadlol

Is it worth calling my credit card to make them aware? Or wait for to see if the insurance claim filed is successful?