It was fishy stuff again – caviar this time – but thankfully not with the same tragic result of the product rotting in a warehouse. This incident featured a driver lying about attempting to deliver, meaning that I had to pick the package up from their warehouse and made our dinner very late.
The most irritating thing was neither the dishonest driver nor the service rep mechanically repeating company line, but the message Fedex sent after I picked the package up.
Come on, Fedex! It wasn’t delivered. It was picked up. You could at least acknowledge that one thing. I’m thinking of calling to see if they will make that change. Maybe?
The package failed to arrive, and the Fedex website gave conflicting information. The package was both “In Transit” and at a Fedex facility in Richmond, B.C. I called the next morning, and the Fedex agent promised to get back to me with further information. I had the same conversation on Sunday, Monday and Tuesday morning. And then they had their answer: “The FDA will not approve the package. It cannot be shipped.”
“Why did it take you four days to figure that out?”
“It is smoked fish. The FDA will not allow it to be shipped across the border.”
“The contents is written on the package. I’m looking at a scan of it right now. Can you read that too? It says ‘Dressed smoked salmon vacuum sealed, right?” “The FDA will not allow it to be shipped.”
“But why didn’t you inform the shipper of this issue when he dropped the package off?”
There was a brief pause. “The package was inspected by the FDA and was not approved for shipment into the United States.”
“That’s not the point, is it? This isn’t an FDA issue. This is a Fedex issue. Fedex should have communicated this basic information before it was shipped.”
“I apologize for any inconvenience, sir.”
“Your apology is irrelevant. Besides you’re not even apologizing for what happened.”
“Would you like to file a complaint?”
“That’s what I’m doing right now, isn’t it?”
“If you wish to file a complaint, I can contact the Fedex branch so that the manager can ensure that training prevents this problem from happening again.”
“It’s not just the one person in one Fedex office. It’s a Fedex problem. It’s systemic. A shipment was given to you, a shipment containing perishable items, to be delivered the next day. I contacted you seven times over the last four days and no one knew why the package was stuck in transit.”“Sir, would you like to file a complaint?”
“Yes, I would like to file a complaint but not just against one employee in one office.”
There was a long pause. “I don’t know what you want me to do.”
“Take responsibility for the lack of communication at Fedex. Acknowledge that Fedex did not do its job.”
“I’m sorry you were inconvenienced, sir.”
“The message I am getting from you is that I shouldn’t ship with Fedex.”
There was a long silence.
“Unless I’m missing something.”
She sounded tired. “I’m sorry you have been inconvenienced, sir.”