This letter is to express my extreme disappointment in the customer service and demands...
GetHuman973332's customer service issue with FedEx (Canada) from August 2018
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The issue in GetHuman973332's own words
This letter is to express my extreme disappointment in the customer service and demands being made by FEDEX due to a situation that is completely the fault of an incompetent FEDEX delivery employee. * On July *, ****, a package was supposed to be delivered to *** Tennent Ave, London ON N*X *L*. The envelope contained legal documents completed by my husband for his application for permanent residency. The FEDEX tracking system indicated that the envelope was delivered at **:**am* however, upon my return home from work at *:** to *** Tennent Ave the envelope was not in the mail box or between the doors at this residence. * The following are the steps taken and the communication with FEDEX employees between July *th, **** to present day: **.*Conducted thorough search of property in attempt to locate the package**.*Called my parents to ask if they had picked up the envelope. (answer NO)**.*Checked with neighbours and asked them to see if the envelope had been delivered to a residence other than *** Tennent. (answer NO)**.*Called FEDEX to inquire and to gather information on when and where the envelope had been delivered. Once again searched the property at the customer service representative’s request. The customer service representative put me on hold while she contacted the London Ontario Delivery Manager. She then escalated the issue to Melissa Verdoni. Melissa indicated she would call me back after she inquired further. **.*Melissa Verdoni contacted the London ON delivery depot and in turn the delivery driver was contacted.**.*The delivery driver advised that he did indeed deliver the envelope and as there was no one home, he left the envelope behind a planter. There is no planter at *** Tennent Ave, which Melissa confirmed by checking google earth.**.*While Melissa was inquiring I got into my car and looked throughout the neighbourhood for houses numbered *** (unable to locate and *** house numbers)**.*Melissa Verdoni called back to advise that she was still inquiring and would continue to investigate **.*The driver was requested to retrieve the envelope and deliver it to the correct address *** Tennent Ave. Before the envelope could be retrieved a very heavy rain storm hit the city of London.***.*The driver recovered the envelope and brought it to *** Tennent Ave. The envelopes were entirely water logged and falling apart. The legal documents were wet, and the Jamaican government seal distorted to due the soggy condition. The driver arrived and said, “Here you go”. And I asked, “what am I to do with a package in this state”. His reply,” I don’t Know at least you have it”. ***.*Melissa then contacted me again and at this time I was in a very upset state of mind as these documents had taken my husband and I several months to collect and save for. The cost to us had been over $***.**. ***.*The FEDEX delivery driver had also advised the depot that indeed the package had been destroyed by the rain when he called in to report that the mis-delivered package had been retrieved and delivered to the address specified on the package***.*Melissa Verdoni was very helpful and agreed that this situation was completely the fault of the irresponsible actions of the FEDEX delivery employee and that FEDEX would correct the error. The agent asked for my patience and asked that I give her a couple of days to discuss the situation with her supervisor, and requested her pictures of documents that had been damaged.***.* July *th, I forwarded ** pictures of the documents and their varying states of damage.***.*On July **th, I followed up with Melissa as I had not received any updates regarding the FEDEX mis delivery by phone or email.***.*On July**, **** I received an email from Melissa, advising me that in order to proceed with rectifying the situation FEDEX demanded that I must supply receipts to prove the cost of obtaining the Jamaican legal documents contained in the package.***.*I responded on July **th and I will admit that my reply to this message was emotionally based and not fact based. ***.*I did not get a reply to the July **th email, or the two voice messages left since that date.*FEDEX must understand that the cost of over $***.**, not to mention the time required to obtain this information in a *rd world country and the delay in submitting my husbands request for citizenship due to a carless delivery driver is VERY upsetting. *FEDEX must certainly be aware of the fact the when dealing with under developed countries receipts are not available and not the norm as in Canada and the United States. In this circumstance FEDEX is asking us to incur greater costs to attempt to obtain receipts due to a FEDEXs employees error in addition to the cost of reobtaining these documents.*I have only used FEDEX service twice in my life and in both cases the service has been a total catastrophe, causing my husband and I undo anxiety and in this incident hundreds of dollars.*To say we are awfully disappointed would be a devaluing of the impact both emotionally and financially. All we are requesting is that FEDEX admit that there was an error made by its employee and reimburse us the $***.** for the cost of obtaining these documents without the receipts requested in the July **, **** message.
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