Friday, August 21, 2020

Dear FedEx...Could you at least TRY?!

 Back in June, Mom found her dream knitting machine. An Artisan 245 and Ribber (BRAND NEW) came up for sale. Ever since she was 20, she had wanted a knitting machine. After Grandpa Roy passed, she bought a some off ebay, but they were used with parts missing, and she wasn't able to do much with them. The ones she had purchased were stolen and/or demolished when her place was vandalized this last spring. She was thrilled to have found this brand new set...and since I knew I was going to get to learn how to use this with her, I didn't try to talk her out of this purchase. So, for a savings of $300-$500, I helped Mom start this process. 

Here is what Mom purchased: "Brand New Artisan 245 knitting machine and Ribber. In original boxes with all packing material, manuals, tools, cast on combs, punchcards, etc. These machines normally run $1000-$1200. Yours for $695 including US shipping. This machine is listed other places too."

 The wonderful seller sent it off from South Carolina June 23, 2020. After that...we waited. When July arrived...we started to worry. Here is what our experiences have been from Mom's and my point of view:

 

Dear FedEx...perhaps you could find and keep drivers if you were to pay and treat them well. When I spoke to the service representative today, I was told Mom's item was still in Billings because they didn't have transport for it from Billings to Kalispell. Yep, sitting in Billings since June26th.

You sent
6 weeks ago

You sent
6 weeks ago
I've posted this to my timeline.

FedEx
sent
6 weeks ago

Hello, Debbie this is Sandra. Would you like assistance with a shipment? If so, please PM the full name on the shipment, full delivery address including the city, state and zip, tracking number, phone number and email so I may further assist. Thank you.

July 4

You sent
6 weeks ago

FedEx
sent
6 weeks ago

Thank you, Debbie. I am sorry for the delay. Give me a moment to submit a trace to the station. Can I please get the contents to add to the notes? ~Sandra

You sent
6 weeks ago

This is an Artisan 245 Knitting Machine and Ribber.

FedEx
sent
6 weeks ago

Thank you, Debbie. I will add that to the notes. The case id# is 0704411263. Please allow time for the stations to look into this. I am sorry for these issues. ~Sandra
FedEx
sent
6 weeks ago
Hello, In order for us to better serve you, please take a moment to tell us about your recent social interaction with FedEx. https://ftc.secure.force.com/liveagent/apex/takesurvey?id=a033Z000016FbhLQAS&cId=0033Z00002Wq8A3QAJ&caId=5003Z000015ppqCQAQ

You sent
6 weeks ago

Thank you, Sandra. I wasn't certain about getting this issue resolved when I spoke the the service representative earlier today.

FedEx
sent
6 weeks ago

You are very welcome. Debbie. We are available in social media 24/7 if you ever need assistance. ~Sandra

July 6

You sent
6 weeks ago

Where do I input the case file number to see if the package will be traveling? I will be haying, so my address will be changing.

FedEx
sent
6 weeks ago

Hi Debbie, this is Grace. To track the movement of the package, you input the tracking number in FedeEx.com tracking. The case number, is merely a reference number for instructions provided pertaining to the package that is being shipped. (artisan knitting machine......"

You sent
6 weeks ago

::sigh:: okay, then the package is still waiting in Billings, where it has been since June 26th.
You sent
6 weeks ago
Since it has been there this long, how can I change delivery addresses?

FedEx
sent
6 weeks ago

Hi , this is Grace. I see the package is overdue, and still has not been delivered I show the last scan posted on your package was June 26, 2020 , today is JU;y 06, 2020 , well beyond 7 days past the commitment date of June 29,2020 Please contact the shipper to discuss their reimbursement and/or reshipment policies. Please reference case# 0704411263 as proof that called to report the package was never received. On behalf of FedEx, I apologize for any inconvenience or frustration that may have been caused by this matter.
Regards,
Grace

FedEx
sent
6 weeks ago

Hello, my name is Mary. I sincerely apologize but at this time, I would advise you contact the merchant to let them know you have not received your shipment. They will be able to submit the address change for you as well. Thank you.

July 8

You sent
6 weeks ago

Holy H3ll...the package has now gone further from me...it left Montana and is now in Henderson, CO and is marked as: Shipment exception Unable to deliver

You sent
6 weeks ago

BTW...it was 436 miles between Dayton, MT and Billings...where it was stalled since June 26th. Now that it has moved to Henderson, CO it is 979 miles from the destination. NO WONDER it can't be delivered.

July 9

FedEx
sent
6 weeks ago

Hi, this is Eric. I would be happy to check on your shipment. Please private message your delivery address, tracking number, phone number, and email address.

July 9

You sent
6 weeks ago

Hi Eric, if you simply scroll up on this PM you will find the information you seek...well, maybe not the email. dobarah at gmail.com is the email. The people I spoke with in this thread had me get her to change the address as I need to go to my next job. ::sigh:: The new address is:  Whitlash RD Chester, MT 59522

You sent
6 weeks ago

You sent
6 weeks ago
Marian is my 83 year old Mother...and this package is her knitting machine with ribber...Mom isn't happy, which means I'm not happy.

FedEx
sent
6 weeks ago

Debbie, thank you for that information. I apologize, but we must verify the requested information every time that we are contacted in order to assist. I do show that messages have been sent to the station regarding your shipment. The latest update states that the label was located, but the package has not. The stations are still searching for the shipment and I have requested that they follow up with you as soon as they have any additional information. I apologize for the frustrations and any additional inconveniences that this has caused you. Thanks. -Eric

You sent
6 weeks ago

Perhaps I've not had enough caffeine. I thought the label was stuck TO the package.

FedEx
sent
6 weeks ago

That is correct, however during the sorting process the labels can come off of shipments. Although this is not a common occurrence it can happen. I have requested that you be contact as soon as there is any more information. I apologize again for the frustrations. Thanks. -Eric

You sent
6 weeks ago

Which label was found...the one with the Dayton, MT 59914 or the Chester, MT 59522?

FedEx
sent
6 weeks ago

My apologies, but it does not say which label was located. The station will have more information once they are able to follow up with you. Thanks. -Eric

You sent
6 weeks ago

The person shipping the package to me said they had to pay to get the address changed. That isn't fair as it was the delivery delay which caused the problem.

July 11

You sent
5 weeks ago

The shipper told me that she received an email stating the package had been delivered. It has not arrived at the original location, nor here at the second location which is  Whitlash Road Chester, MT 59522. The tracking number is: 394132721409 I've looked online, checked my text notification, and had a neighbor go look...the package has not been delivered.

FedEx
sent
5 weeks ago

Hello Debbie, my name is Whitney. If you will provide a phone number and email I will see what I can do to help.

You sent
5 weeks ago

406-4three2-55nine5 works best here at the farm and my email is dobarah at gmail.com I have text notifications set up for the package but I've not received anything.

FedEx
sent
5 weeks ago

Thank you for the information, Debbie. Bare with me just a few moments while I get this pulled up.
-Whitney

You sent
5 weeks ago

Thank you.

FedEx
sent
5 weeks ago

Can you verify the original location please?
-Whitney

You sent
5 weeks ago

Back when it was ordered, the original address was C Street Dayton, MT 59914, but as it hadn't arrived by July 9, and I had to travel back from the cabin, the address needed to be updated.

FedEx
sent
5 weeks ago

Thank you just a moment and I will see what I am able to do.
-Whitney

FedEx
sent
5 weeks ago

I am terribly sorry but you will need to contact the shipper to file a claim. Claims are only settled with the shipper I apologize for the stress this has caused you.
-Whitney
FedEx
sent
5 weeks ago
Hello, In order for us to better serve you, please take a moment to tell us about your recent social interaction with FedEx. https://ftc.secure.force.com/liveagent/apex/takesurvey?id=a033Z000016FbhLQAS&cId=0033Z00002Wq8A3QAJ&caId=5003Z0000164nReQAI

You sent
5 weeks ago

I can't really fill this out until I see how this session goes...it hasn't been resolved for a week.

July 12

You sent
5 weeks ago

Hello, Me again. I'm looking for package #394132721409 sent from Fort Mill, SC June 23, arrived at Billings, MT June26th...and stayed there. Marian and I waited patiently. July 6th, Grace gave us a case #0704411263 and Mary helped us figure out how to change the ship to address as I had to go back to the farm. Now we have a notice that something (Label?) left Billings and is now in Colorado. The new shipping address is: Marian  Whitlash Rd Chester, MT 59522, which may be the label in CO?

FedEx
sent
5 weeks ago

Hello Debbie this is Timothy, I'm sorry for the frustration and inconvenience this has caused you. I'm sorry your package has been damage and is unable to be delivered. Please reach out to the shipper so they can file a claim with FedEx.

You sent
5 weeks ago

How do I know it has been damaged? A previous person said a label was there but no package...they couldn't say if the label was for Dayton, MT or Chester, MT.
You sent
5 weeks ago
The package may be just fine depending on the address.

July 13

You sent
5 weeks ago

Hello, Me again. I'm looking for package #394132721409 sent from Fort Mill, SC June 23, arrived at Billings, MT June26th...and stayed there. Marian and I waited patiently. July 6th, Grace gave us a case #0704411263 and Mary helped us figure out how to change the ship to address as I had to go back to the farm. Now we have a notice that something (Label?) left Billings and is now in Colorado. The new shipping address is: Marian Whitlash Rd Chester, MT 59522, which may be the label in CO? Also, Timothy never did respond to my messages, nor give me a survey link...perhaps he knew my responses would not be positive?

FedEx
sent
5 weeks ago

I have looked at the scan and they state your package was damage and unable to deliver it. That is the last scan from 07/08/2020. Please reach out to the shipper so they can file a claim with FedEx. Timothy

You sent
5 weeks ago

Where was the scan...and nice to see you answer my message, Timothy.
You sent
5 weeks ago
I was told only the label was there...no package...photo?

FedEx
sent
5 weeks ago

We do not get a photo of the package. The last scan was Henderson, CO. I'm sorry you given the wrong information. Timothy

You sent
5 weeks ago

I've been sharing this ongoing adventure with the sender. I'm sorry I've been jerked around for so long.

You sent
5 weeks ago

Saturday, the shipper shared this...which makes me question this whole process: I got an email that your package has need delivered? Please tell me that’s true?

FedEx
sent
5 weeks ago

The shipper would need to file a claim with FedEx for this package. Timothy

You sent
5 weeks ago

I've passed that along.

July 13

You sent
5 weeks ago

The shipper, Jan said this: I tried, but can’t file a claim at this time, because they have not acknowledged that it has been damaged & can’t be delivered ☹️

July 14

You sent
5 weeks ago

The shipper would have an easier time filing the claim if FedEx would get back to her. Yesterday the sender told me: Finally got through to someone who supposedly put in the case number and supposedly someone will call me back in the next 24 to 48 hours. Shall we hold our breath? Today she shared: I think I started the claim process today. Although still have not heard anything back from FedEx and when I track it on their website it doesn’t give me any info.

FedEx
sent
5 weeks ago

Hello Debbie, My name is Trisha. I'm sorry for the inconvenience. If you could PM me and provide the tracking number, first and last name, delivery address, phone number and email. I'd be happy to look into this for you.

You sent
5 weeks ago

The case id# is 0704411263.

You sent
5 weeks ago

The tracking number is: 394132721409. First Name: Marian Dunnwebber ( my 83 year old mom lives with me) Delivery Address:  C Street Dayton, MT 59914 (the original address which must be the one needed as it never reached Billings...after Mom had to come back to the farm with me, we tried changing the address to Whitlash Rd Chester, MT 59522).

FedEx
sent
5 weeks ago

Thank you for that information. I apologize for the delay with your shipment. Our records show a trace is currently open, and is being researched by the local FedEx facility, and our trace department. Upon review of your case, I am not showing updates at this time, but have asked that our trace team call you back with more information as soon as it becomes available. I am not showing a claim has been filed yet. You may file the claim online at FedEx.com/claims and receive periodic updates from the Claims Dept. http://www.fedex.com/us/fcl/pckgenvlp/online-claims/index.html. On behalf of FedEx, I apologize for any inconvenience or frustration that may have been caused by this matter.
-Trisha

You sent
5 weeks ago

Trisha, Thank you. I only feel it fair to share what Timothy told me yesterday.
You sent
5 weeks ago
I have looked at the scan and they state your package was damage and unable to deliver it. That is the last scan from 07/08/2020. Please reach out to the shipper so they can file a claim with FedEx. Timothy

July 20

You sent
4 weeks ago

The tracking number is: 394132721409. First Name: Marian  ( my 83 year old mom lives with me) Delivery Address: C Street Dayton, MT 59914 (the original address which must be the one needed as it never reached Billings...after Mom had to come back to the farm with me, we tried changing the address to Whitlash Rd Chester, MT 59522).

You sent
4 weeks ago

The case id# is 0704411263...Marian (aka Mom) is asking if I've heard anything about her knitting machine. At 82 years old, she let's me do the techie stuff. So...what do I tell Mom?

July 20

FedEx
sent
4 weeks ago

Hi Debbie, this is Kelly. I do apologize for any frustration or inconvenience. I will review and respond.

FedEx
sent
4 weeks ago

Debbie, I regret this happened. This is not the experience we want to provide. FedEx is genuinely concerned with providing the highest quality service possible. The notes on your case indicate that your shipment was unable to be located.
I recommend contacting your sender/merchant to advise them that you did not receive your shipment and to inquire about reimbursement or reshipment.
Again, my apologies. I hope we have the opportunity to serve you more favorably in the future.

You sent
4 weeks ago

Alas, Kelly, the last time the sender tried to file the claim, she was told it was still being traced. Did that get changed? If so, it would have been nice to have been notified.

You sent
4 weeks ago

Here is what she was told: Well that’s ridiculous. Because I was given a case number last night which she said proved that she had passed it up the chain. Case #0708468611 in case they ask again 😬 and I was not able to start the claim process online last night, because again, according to FedEx, it’s still pending delivery

FedEx
sent
4 weeks ago

That case number indicates the same thing that the package was unable to be located. My apologies, as a member of the US Social Media Team I am not authorized to assist with claims. For questions regarding claims, please contact 1-800-463-3339 and request to be transferred to the Claims Department. Claims hours are 7am to 7pm CT. My apologies again on behalf of FedEx for the inconvenience this has caused you.

August 8 at 10:51 AM

You sent
a week ago

I'm still waiting for someone to go through lost and found and find the Artisan 245 Knitting Machine and Ribber which was shipped June 23rd.

August 8 at 1:38 PM

FedEx
sent
a week ago

Hello, Debbie, this is George. Looking at case number # 0708468611, I see that the very last entry on the case is "Unable to Locate Package". There are no entries on this case after this remark.
If the sender wants to file a claim, and the system is not allowing it, I would suggest they call our customer service line 1-800-463-3339, and ask for claims. They are the ones who would be able to help.
I apologize for the inconvenience.
George

You sent
a week ago

Thank you, George, but the seller (Jan) is getting as much of a run around as I am. Here is what she shared today: I called them yesterday & went thru 4 people before being put on hold. Call dropped after an hour ☹️ We’re traveling so I haven’t tried again yet 😞
You sent
a week ago
Also: And my husband pointed out to me yesterday that when I get the refund & after I refund you, I have neither the machines nor the money ....... 😔
You sent
a week ago
So either way, one of us is being screwed...

FedEx
sent
a week ago

Debbie, if Jan, or you are having issues with customer service, please ask to speak to the Customer Advocate Team. I apologize that you are having these issues.
George
FedEx
sent
a week ago
Hello, In order for us to better serve you, please take a moment to tell us about your recent social interaction with FedEx. https://ftc.secure.force.com/liveagent/apex/takesurvey?id=a033Z000016FbhLQAS&cId=0033Z00002Wq8A3QAJ&caId=5003Z000016qcEvQAI

You sent
a week ago

Thank you, George, but we have been talking to all sorts of FedEx teams since July 4th...and we have yet to get satisfaction.

Today at 4:05 PM

You sent
about an hour ago

Knock Knock...I need my knitting machine!

Through this mess, Jan and I have kept up our communication. Here was that conversation:

s this item still available?
Jan

Jan
sent
8 weeks ago

Yes it is and the cost of shipping is included in the price. Let me know if you would like additional photos or information.

You sent
8 weeks ago

Could I get the width of the machine?
Jan

Jan
sent
8 weeks ago

The box is approximately 47 inches wide. Would you like me to measure the actual machine? Or does that give you the information you were looking for?

You sent
8 weeks ago

That will be enough info...My 82 yo mom is interested!
Jan

Jan
sent
8 weeks ago

That’s exciting! The advantage of a brand new machine is that everything is included & everything works the way it is supposed to 🙂

You sent
8 weeks ago

How did you want to do payment?
Jan

Jan
sent
8 weeks ago

I can accept PayPal, Zelle, or Apple Pay

You sent
8 weeks ago

Could you request PayPal funds from XXXX.@yahoo.com?
Jan

Jan
sent
8 weeks ago

✅

You sent
8 weeks ago

Done!
Jan

Jan
sent
8 weeks ago

Thanks! I should be able to get it shipped tomorrow. I will send you the tracking info
Jan sold Brand New Artisan 245 & Ribber.

You sent
8 weeks ago

Thank you!
You sent
8 weeks ago
Mom was just asking...she is like a kid at Christmas!
Jan

Jan
sent
8 weeks ago

Sweet!

You sent
8 weeks ago

On a more serious note...I really need to thank you. Mom had collected 3 knitting machines (not of this quality). When I collected her 1.5 years ago (she wasn't able to live on her own anymore) we didn't bring them with us. Last month, someone broke into her place, and took antiques...and managed to break her machines. The stand is still good, which is why I was wondering about the stand. She may not be able to use the machine many years, but the time she has will be well spent. Bless you!
Jan

Jan
sent
8 weeks ago

That is so sad! I’m so glad that you were able to take her in and that she is looking forward to having a machine again!
Jan
sent
8 weeks ago
We are going to be moving. If I had not already packed my cones of yarn, I would definitely share. Sorry about that

You sent
8 weeks ago

Not to worry...we seem to have a quantity of yarn just aching to be used! Happy Move!
Jan

Jan
sent
8 weeks ago

Thanks!

June 22

Jan

Jan
sent
8 weeks ago

We did not get your machine shipped today. Sorry about that- but it’s definitely on tomorrow’s list!!

You sent
8 weeks ago

Not to worry...I have you shipping it to the cabin, and I won't get to go there until Wednesday earliest...that will mean I should be there before it arrives!
You sent
8 weeks ago
I let Mom know it is arriving at the cabin...she is happy as her stand is already there!

June 23

Jan

Jan
sent
8 weeks ago

Debbie, FedEx would like a phone number for you please. Jan
Jan
sent
8 weeks ago
I have the Dayton address on C St. Correct?

You sent
8 weeks ago

Sure is! My cell number is (removed to post here).
Jan

Jan
sent
8 weeks ago

There’s one extra digit there 🤪

You sent
8 weeks ago

LOL...sorry. I'll do that again.
Jan

Jan
sent
8 weeks ago

Jan

Jan
sent
8 weeks ago

Heading out to drop it off at FedEx soon. Will send you the routing number once I have it.

You sent
8 weeks ago

Thank you so much! Any suggestions as to good beginner resources? If it is like the loom, I'm certain I will get to set it up for Mom to use!
Jan

Jan
sent
8 weeks ago

Well it should help that the manuals are included - YouTube & the FaceBook groups are great resources. I suspect there is even an Artisan machine specific Facebook group

You sent
8 weeks ago

I'll start on the YouTubes and then get to reading booklets when it arrives!
Jan

Jan
sent
8 weeks ago

❤
1

July 4

You sent
6 weeks ago

I just wanted to let you know that I appreciate your tracking number! The machine arrived in Billings (Montana's largest 'city') June 26th...and according to the FedEx assistant, the company can't find anyone to transport it to Kalispell, which is the closest distribution center. ::sigh::
Jan

Jan
sent
6 weeks ago

Oh no! Did they have an estimate of when it would move out of Billings?

You sent
6 weeks ago

Sadly, no. The poor lady that answered the phone must be telling a LOT of people that " we just don't have enough drivers"...which makes me think they should pay the drivers more so they DO have enough drivers.
Jan

Jan
sent
6 weeks ago

Tell your mom I am sorry for the unexpected delay!

You sent
6 weeks ago

I'll pass that along. I just didn't want you to think we were rude and not letting you know it arrived!
Jan

Jan
sent
6 weeks ago

Please Do let me know when FedEx gets it to you!! Stay safe 💓

You sent
6 weeks ago

July 6

You sent
6 weeks ago

Here is what I got today:

You sent
6 weeks ago

Hi , this is Grace. I see the package is overdue, and still has not been delivered I show the last scan posted on your package was June 26, 2020 , today is JU;y 06, 2020 , well beyond 7 days past the commitment date of June 29,2020 Please contact the shipper to discuss their reimbursement and/or reshipment policies. Please reference case# 0704411263 as proof that called to report the package was never received. On behalf of FedEx, I apologize for any inconvenience or frustration that may have been caused by this matter.
Regards,
Grace

You sent
6 weeks ago

Hello, my name is Mary. I sincerely apologize but at this time, I would advise you contact the merchant to let them know you have not received your shipment. They will be able to submit the address change for you as well. Thank you.
You sent
6 weeks ago
Mom and I are going to be heading back to the farm as haying season is upon us. These ladies tell me that you can change the shipping address. If so, could you change it to Marian Whitlash Rd Chester, MT 59522?
Jan

Jan
sent
6 weeks ago

on the phone with fedex now trying to change it

You sent
6 weeks ago

You are so sweet...THANK YOU!
Jan

Jan
sent
6 weeks ago

OK. So the destination address change has been requested. The guy on the phone said the issue is that the trucks are just sitting there, backed up, waiting to be unloaded. There Is a tracer on the package & once they have their hands on the package, they will update the delivery address to the one you gave me in Chester. Again, he apologized but said the issue is with Covid, not having enough people working to keep up. Sorry for the delay - can't wait for you to receive it!!!

You sent
6 weeks ago

Jan

Jan
sent
6 weeks ago

July 9

You sent
6 weeks ago

Morning! Want to hear the latest edition of this drama?
Jan

Jan
sent
6 weeks ago

I’m not really sure that I do 😬🤪

You sent
6 weeks ago

Oh, you have done so much already...I am now just watching this adventure and shaking my head. According to the tracking, the package has now been moved to Henderson, CO...which is 500 miles further away than it was. When I asked why, I was told it was only the label that is in CO...the package isn't with it.
Jan

Jan
sent
6 weeks ago

That makes some sense, since I paid FedEx to change the Destination address and he said once they had their hands on, or offloaded, the box, the new address would be added to it......

You sent
6 weeks ago

I should ask which address was found...
You sent
6 weeks ago
OH no...you had to pay for that?! After all the time they took?! That isn't fair.

July 11

Jan

Jan
sent
5 weeks ago

I got an email that your package has need delivered? Please tell me that’s true?

You sent
5 weeks ago

Not at the farm...I'll have my friend go look at the cabin.
You sent
5 weeks ago
I've checked online and the texts, nothing on either. My friend isn't too awake right now, but she will go check as soon as she gets caffeinated.
Jan

Jan
sent
5 weeks ago

I figured you would let me know if it showed up ☹️

You sent
5 weeks ago

Absolutely! I just keep hoping!

July 11

You sent
5 weeks ago

Linda went to look at the cabin...nothing.
Jan

Jan
sent
5 weeks ago

😢

You sent
5 weeks ago

When she checks the mail, she will look to see if FedEx did the drop it off there trick.
Jan

Jan
sent
5 weeks ago

🤞🏼

You sent
5 weeks ago

I"ve sent a message to the FedEx Messenger. I have been told Twitter gets better results, but I don't remember that password!

July 12

You sent
5 weeks ago

Today's messages:

You sent
5 weeks ago

Hello, Me again. I'm looking for package #394132721409 sent from Fort Mill, SC June 23, arrived at Billings, MT June26th...and stayed there. Marian and I waited patiently. July 6th, Grace gave us a case #0704411263 and Mary helped us figure out how to change the ship to address as I had to go back to the farm. Now we have a notice that something (Label?) left Billings and is now in Colorado. The new shipping address is: Marian Whitlash Rd Chester, MT 59522, which may be the label in CO? Hello Debbie this is Timothy, I'm sorry for the frustration and inconvenience this has caused you. I'm sorry your package has been damage and is unable to be delivered. Please reach out to the shipper so they can file a claim with FedEx. How do I know it has been damaged? A previous person said a label was there but no package...they couldn't say if the label was for Dayton, MT or Chester, MT. The package may be just fine depending on the address.

You sent
5 weeks ago

Timothy's social skills aren't very good.

July 12

Jan

Jan
sent
5 weeks ago

I don’t even know what to say to that all.....

You sent
5 weeks ago

Me either...but Timothy's tact is lacking...he has also not responded.
Jan

Jan
sent
5 weeks ago

😖

You sent
5 weeks ago

Again, I'm not blaming anyone other than FedEx...and even their blame might be changed IF they respond...they just haven't. I guess I'm almost to the misery loves company phase.

July 12

You sent
5 weeks ago

A friend of mine looked at the history of the shipping and had this insight (note, this wasn't what FedEx mentioned): I'm looking at the history and it looks like it was supposed to be on its way to Billings, but wasn't received, there so it went back to Henderson. Possibly was damaged between these 2 places.

July 13

You sent
5 weeks ago

Guess who answered today's message to FedEx?

You sent
5 weeks ago

I have looked at the scan and they state your package was damage and unable to deliver it. That is the last scan from 07/08/2020. Please reach out to the shipper so they can file a claim with FedEx. Timothy Where was the scan...and nice to see you answer my message, Timothy. I was told only the label was there...no package...photo?

You sent
5 weeks ago

We do not get a photo of the package. The last scan was Henderson, CO. I'm sorry you given the wrong information. Timothy I've been sharing this ongoing adventure with the sender. I'm sorry I've been jerked around for so long.

You sent
5 weeks ago

The shipper would need to file a claim with FedEx for this package. Timothy
Jan

Jan
sent
5 weeks ago

I’ll try to follow up with FedEx later today. In the middle of house inspection, packing, and work

You sent
5 weeks ago

No problem...I'm so sad this happened.
Jan

Jan
sent
5 weeks ago

Me too. I am not excited about this paperwork either 😢

You sent
5 weeks ago

You sent
5 weeks ago

That's for both of us.
Jan

Jan
sent
5 weeks ago

Yes

You sent
5 weeks ago

The case number is in our thread if that helps any.
Jan

Jan
sent
5 weeks ago

Yes
Jan
sent
5 weeks ago
Thanks for giving that to me!

You sent
5 weeks ago

Please let me know if there is anything else you need to make your end easier. I've just let Mom know what FedEx said...I think she gets cookies for breakfast.
Jan

Jan
sent
5 weeks ago

Tell her I’m so sorry. I know she was looking forward to having the machines. I bought boxes large enough to fit it in and packed it very carefully. I have no idea why they couldn’t handle it.

You sent
5 weeks ago

We are all wondering how they couldn't handle it. I'm also noticing they aren't giving me another survey to fill out about my experience.

July 13

Jan

Jan
sent
5 weeks ago

I tried, but can’t file a claim at this time, because they have not acknowledged that it has been damaged & can’t be delivered ☹️

You sent
5 weeks ago

I will pass that along to Timothy...
Jan

Jan
sent
5 weeks ago

I sent message thru twitter also. We’ll see
Jan

Jan
sent
5 weeks ago

Finally got through to someone who supposedly put in the case number and supposedly someone will call me back in the next 24 to 48 hours. Shall we hold our breath?

You sent
5 weeks ago

I"ll cross my fingers...and HOPE!
Jan

Jan
sent
5 weeks ago

🤞🏼

You sent
5 weeks ago

This has been a wild ride...

July 14

Jan

Jan
sent
5 weeks ago

I think I started the claim process today. Although still have not heard anything back from FedEx and when I track it on their website it doesn’t give me any info.

You sent
5 weeks ago

I would like to say I can't believe FedEx...but at this point nothing is beyond their audacity.

You sent
5 weeks ago

...so, I went back to my message with FedEx. This time I got this from Trisha. Thank you for that information. I apologize for the delay with your shipment. Our records show a trace is currently open, and is being researched by the local FedEx facility, and our trace department. Upon review of your case, I am not showing updates at this time, but have asked that our trace team call you back with more information as soon as it becomes available. I am not showing a claim has been filed yet. You may file the claim online at FedEx.com/claims and receive periodic updates from the Claims Dept. http://www.fedex.com/us/fcl/pckgenvlp/online-claims/index.html. On behalf of FedEx, I apologize for any inconvenience or frustration that may have been caused by this matter.
-Trisha
Jan

Jan
sent
5 weeks ago

Well that’s ridiculous. Because I was given a case number last night which she said proved that she had passed it up the chain. Case #0708468611 in case they ask again 😬
Jan
sent
5 weeks ago
and I was not able to start the claim process online last night, because again, according to FedEx, it’s still pending delivery

You sent
5 weeks ago

Jan

Jan
sent
5 weeks ago

Exactly

July 20

You sent
4 weeks ago

Hi Debbie, this is Kelly. I do apologize for any frustration or inconvenience. I will review and respond. Debbie, I regret this happened. This is not the experience we want to provide. FedEx is genuinely concerned with providing the highest quality service possible. The notes on your case indicate that your shipment was unable to be located.
I recommend contacting your sender/merchant to advise them that you did not receive your shipment and to inquire about reimbursement or reshipment.
Again, my apologies. I hope we have the opportunity to serve you more favorably in the future.

You sent
4 weeks ago

Here is the response:

You sent
4 weeks ago

That case number indicates the same thing that the package was unable to be located. My apologies, as a member of the US Social Media Team I am not authorized to assist with claims. For questions regarding claims, please contact 1-800-463-3339 and request to be transferred to the Claims Department. Claims hours are 7am to 7pm CT. My apologies again on behalf of FedEx for the inconvenience this has caused you.
Jan

Jan
sent
4 weeks ago

I’ll try to follow up again tomorrow

You sent
4 weeks ago

No problem...how goes the move?

July 30 at 5:36 PM

You sent
3 weeks ago

Mom was wanting me to check in with you...
Jan

Jan
sent
3 weeks ago

I just sent another message about it. I was told a week ago that it could take 5 to 10 business days before the claim would be resolved. 😢

You sent
3 weeks ago

I keep being told that they hope this experience hasn't ruined my faith in their company.
Jan

Jan
sent
3 weeks ago

How could it not affect our attitude? 😳

You sent
3 weeks ago

July 31 at 8:30 AM

Jan

Jan
sent
3 weeks ago

Just got off the phone with FedEx. Surprise surprise. No answers yet. But I did finally get connected with a customer advocate who gave me her name and is going to follow up and get back with me before 5 PM Eastern time today. 🤞🏼🤞🏼🤞🏼

You sent
3 weeks ago

Thank you. I will pass this optimistic news along to Mom!
Jan

Jan
sent
3 weeks ago

🤪
Jan
sent
3 weeks ago
and this person was hopeful that the package just got separated from the barcode and that it’s waiting in lost and found for someone to find it 🤞🏼🤞🏼🤞🏼
Jan
sent
3 weeks ago
She thinks all of the previous people were just guessing as to what happened

You sent
3 weeks ago

I sure hope so...so now FedEx just needs someone to search...
Jan

Jan
sent
3 weeks ago

Yes

August 2 at 5:18 AM

Jan

Jan
sent
2 weeks ago

Sadly, my customer advocate did not call me back on Friday.

August 2 at 6:25 AM

You sent
2 weeks ago

August 8 at 10:35 AM

You sent
a week ago

Mom asked if I would check in...I ignored her the other 5 days she asked.
You sent
a week ago
I tried the 800 number and it wanted a 9 digit account number to even let me go on...
👎
1
Jan

Jan
sent
a week ago

I called them yesterday & went thru 4 people before being put on hold. Call dropped after an hour ☹️ We’re traveling so I haven’t tried again yet 😞

You sent
a week ago

...and that was the number FedEx gave me.
You sent
a week ago
WE shouldn't have to even worry about this...I"m just trying to get Mom's mind off the machine.
Jan

Jan
sent
a week ago

And my husband pointed out to me yesterday that when I get the refund & after I refund you, I have neither the machines nor the money ....... 😔
Jan
sent
a week ago
So the insurance covers your expenses but not mine. Who would have thought that I should have insured it for twice what you paid ......

You sent
a week ago

I have someone on the phone now.

You sent
a week ago

...and got exactly no where.
👎
1
You sent
a week ago
I repeatedly expressed that a refund doesn't work as either you or I get screwed if the package isn't delivered.

Today at 4:09 PM

You sent
about an hour ago

::sigh:: every FedEx that goes to my SIL's house has Mom asking if I have heard anything. Sadly, my son asked if FedEx had a sale of stuff they couldn't deliver...that didn't help Mom's attitude at all.
Jan

Jan
sent
59 minutes ago

I’ll try them again 🤞🏼🙏😞

You sent
56 minutes ago

I even tried calling the center in Billings...nothing.
Jan

Jan
sent
50 minutes ago

On the phone now
Jan
sent
50 minutes ago
Marjorie - the customer advocate who sounded great but never followed up - doesn’t exist now 😞
Jan
sent
50 minutes ago
“ there’s no Marjorie here”
Jan
sent
50 minutes ago
😫

You sent
48 minutes ago

Of course not...George was the last one I spoke with...
Jan

Jan
sent
24 minutes ago

On the phone again. What a runaround
Jan
sent
24 minutes ago
The last person gave me a third case number.
I asked her which one of the 3 I should be using 😟

You sent
21 minutes ago

Exactly...they can't even keep their poop in a group.
Jan

Jan
sent
19 minutes ago

They’re not even trying as far as I can tell

You sent
19 minutes ago

I would agree.

You sent
5 minutes ago

Would you object to me posting my thread with FedEx and the thread between the two of us? I'd even like to post what you have been told. I am writing a blog post that shows my snarky side the farther from June we went. I am wanting to keep FedEx from sweeping us under the rug.

You sent
4 minutes ago

Artsymathteacher.blogspot.com is where I"m writing the post.
Jan

Jan
sent
4 minutes ago

Yes please. Draw attention to the mess everywhere & anywhere you can as far as I’m concerned!!

You sent
3 minutes ago

Thank you!

Oh plus I was told it looked like it’d been separated from it’s label & had me give a detailed description of the items so they could put out some emails for someone to lay eyes on it.
Jan
sent
2 minutes ago
Now they’re giving me the option of calling in again & starting the conversation over yet again with someone new “because of Covid” they’re a call in facility only & can’t transfer me to the other department

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