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 sent6 weeks ago
You sent
6 weeks agoI've posted this to my timeline.
FedExsent6 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 sent6 weeks ago
FedExsent6 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 sent6 weeks ago
This is an Artisan 245 Knitting Machine and Ribber.
FedExsent6 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 agoHello,
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 sent6 weeks ago
Thank you, Sandra. I wasn't certain about getting this issue resolved when I spoke the the service representative earlier today.
FedExsent6 weeks ago
You are very welcome. Debbie. We are available in social media 24/7 if you ever need assistance. ~Sandra
July 6
You sent6 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.
FedExsent6 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 sent6 weeks ago
::sigh:: okay, then the package is still waiting in Billings, where it has been since June 26th.
You sent
6 weeks agoSince it has been there this long, how can I change delivery addresses?
FedExsent6 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
FedExsent6 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 sent6 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 sent6 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
FedExsent6 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 sent6 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 sent6 weeks ago
You sent
6 weeks agoMarian 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.
FedExsent6 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 sent6 weeks ago
Perhaps I've not had enough caffeine. I thought the label was stuck TO the package.
FedExsent6 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 sent6 weeks ago
Which label was found...the one with the Dayton, MT 59914 or the Chester, MT 59522?
FedExsent6 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 sent6 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 sent5 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.
FedExsent5 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 sent5 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.
FedExsent5 weeks ago
Thank you for the information, Debbie. Bare with me just a few moments while I get this pulled up.
-Whitney
You sent5 weeks ago
Thank you.
FedExsent5 weeks ago
Can you verify the original location please?
-Whitney
You sent5 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.
FedExsent5 weeks ago
Thank you just a moment and I will see what I am able to do.
-Whitney
FedExsent5 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 agoHello,
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 sent5 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 sent5 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?
FedExsent5 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 sent5 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 agoThe package may be just fine depending on the address.
July 13
You sent5 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?
FedExsent5 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 sent5 weeks ago
Where was the scan...and nice to see you answer my message, Timothy.
You sent
5 weeks agoI was told only the label was there...no package...photo?
FedExsent5 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 sent5 weeks ago
I've been sharing this ongoing adventure with the sender. I'm sorry I've been jerked around for so long.
You sent5 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?
FedExsent5 weeks ago
The shipper would need to file a claim with FedEx for this package. Timothy
You sent5 weeks ago
I've passed that along.
July 13
You sent5 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 sent5 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.
FedExsent5 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 sent5 weeks ago
The case id# is 0704411263.
You sent5 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).
FedExsent5 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 sent5 weeks ago
Trisha, Thank you. I only feel it fair to share what Timothy told me yesterday.
You sent
5 weeks agoI 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 sent4 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 sent4 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
FedExsent4 weeks ago
Hi Debbie, this is Kelly. I do apologize for any frustration or inconvenience. I will review and respond.
FedExsent4 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 sent4 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 sent4 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
and I was not able to start the claim process online last night, because again, according to FedEx, it’s still pending deliveryFedExsent4 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 senta 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
FedExsenta 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 senta 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 
We’re traveling so I haven’t tried again yet You sent
a week agoAlso: 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 agoSo either way, one of us is being screwed...
FedExsenta 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 agoHello,
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 senta 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 sentabout 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
Jansent8 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 sent8 weeks ago
Could I get the width of the machine?
Jan
Jansent8 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 sent8 weeks ago
That will be enough info...My 82 yo mom is interested!
Jan
Jansent8 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 sent8 weeks ago
How did you want to do payment?
Jan
Jansent8 weeks ago
I can accept PayPal, Zelle, or Apple Pay
You sent8 weeks ago
Could you request PayPal funds from XXXX.@yahoo.com?
Jan
Jansent8 weeks ago
You sent8 weeks ago
Done!
Jan
Jansent8 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 sent8 weeks ago
Thank you!
You sent
8 weeks agoMom was just asking...she is like a kid at Christmas!
Jan
Jansent8 weeks ago
Sweet!
You sent8 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
Jansent8 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 agoWe are going to be moving. If I had not already packed my cones of yarn, I would definitely share. Sorry about that
You sent8 weeks ago
Not to worry...we seem to have a quantity of yarn just aching to be used! Happy Move!
Jan
Jansent8 weeks ago
Thanks!
June 22
Jan
Jansent8 weeks ago
We did not get your machine shipped today. Sorry about that- but it’s definitely on tomorrow’s list!!
You sent8 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 agoI let Mom know it is arriving at the cabin...she is happy as her stand is already there!
June 23
Jan
Jansent8 weeks ago
Debbie, FedEx would like a phone number for you please. Jan
Jan
sent
8 weeks agoI have the Dayton address on C St. Correct?
You sent8 weeks ago
Sure is! My cell number is (removed to post here).
Jan
Jansent8 weeks ago
There’s one extra digit there 
You sent8 weeks ago
LOL...sorry. I'll do that again.
Jan
Jansent8 weeks ago
Jan
Jansent8 weeks ago
Heading out to drop it off at FedEx soon. Will send you the routing number once I have it.
You sent8 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
Jansent8 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 sent8 weeks ago
I'll start on the YouTubes and then get to reading booklets when it arrives!
Jan
Jansent8 weeks ago
1
July 4
You sent6 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
Jansent6 weeks ago
Oh no! Did they have an estimate of when it would move out of Billings?
You sent6 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
Jansent6 weeks ago
Tell your mom I am sorry for the unexpected delay!
You sent6 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
Jansent6 weeks ago
Please Do let me know when FedEx gets it to you!! Stay safe 
You sent6 weeks ago
July 6
You sent6 weeks ago
Here is what I got today:
You sent6 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 sent6 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 agoMom 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
Jansent6 weeks ago
on the phone with fedex now trying to change it
You sent6 weeks ago
You are so sweet...THANK YOU!
Jan
Jansent6 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 sent6 weeks ago
Jan
Jansent6 weeks ago
July 9
You sent6 weeks ago
Morning! Want to hear the latest edition of this drama?
Jan
Jansent6 weeks ago
I’m not really sure that I do
You sent6 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
Jansent6 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 sent6 weeks ago
I should ask which address was found...
You sent
6 weeks agoOH no...you had to pay for that?! After all the time they took?! That isn't fair.
July 11
Jan
Jansent5 weeks ago
I got an email that your package has need delivered? Please tell me that’s true?
You sent5 weeks ago
Not at the farm...I'll have my friend go look at the cabin.
You sent
5 weeks agoI'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
Jansent5 weeks ago
I figured you would let me know if it showed up
You sent5 weeks ago
Absolutely! I just keep hoping!
July 11
You sent5 weeks ago
Linda went to look at the cabin...nothing.
Jan
Jansent5 weeks ago
You sent5 weeks ago
When she checks the mail, she will look to see if FedEx did the drop it off there trick.
Jan
Jansent5 weeks ago
You sent5 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 sent5 weeks ago
Today's messages:
You sent5 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 sent5 weeks ago
Timothy's social skills aren't very good.
July 12
Jan
Jansent5 weeks ago
I don’t even know what to say to that all.....
You sent5 weeks ago
Me either...but Timothy's tact is lacking...he has also not responded.
Jan
Jansent5 weeks ago
You sent5 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 sent5 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 sent5 weeks ago
Guess who answered today's message to FedEx?
You sent5 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 sent5 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 sent5 weeks ago
The shipper would need to file a claim with FedEx for this package. Timothy
Jan
Jansent5 weeks ago
I’ll try to follow up with FedEx later today. In the middle of house inspection, packing, and work
You sent5 weeks ago
No problem...I'm so sad this happened.
Jan
Jansent5 weeks ago
Me too. I am not excited about this paperwork either 
You sent5 weeks ago
You sent5 weeks ago
That's for both of us.
Jan
Jansent5 weeks ago
Yes
You sent5 weeks ago
The case number is in our thread if that helps any.
Jan
Jansent5 weeks ago
Yes
Jan
sent
5 weeks agoThanks for giving that to me!
You sent5 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
Jansent5 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 sent5 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
Jansent5 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 sent5 weeks ago
I will pass that along to Timothy...
Jan
Jansent5 weeks ago
I sent message thru twitter also. We’ll see
Jan
Jansent5 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 sent5 weeks ago
I"ll cross my fingers...and HOPE!
Jan
Jansent5 weeks ago
You sent5 weeks ago
This has been a wild ride...
July 14
Jan
Jansent5 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 sent5 weeks ago
I would like to say I can't believe FedEx...but at this point nothing is beyond their audacity.
You sent5 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
Jansent5 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 agoand I was not able to start the claim process online last night, because again, according to FedEx, it’s still pending delivery
You sent5 weeks ago
Jan
Jansent5 weeks ago
Exactly
July 20
You sent4 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 sent4 weeks ago
Here is the response:
You sent4 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
Jansent4 weeks ago
I’ll try to follow up again tomorrow
You sent4 weeks ago
No problem...how goes the move?
July 30 at 5:36 PM
You sent3 weeks ago
Mom was wanting me to check in with you...
Jan
Jansent3 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 sent3 weeks ago
I keep being told that they hope this experience hasn't ruined my faith in their company.
Jan
Jansent3 weeks ago
How could it not affect our attitude? 
You sent3 weeks ago
July 31 at 8:30 AM
Jan
Jansent3 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 sent3 weeks ago
Thank you. I will pass this optimistic news along to Mom!
Jan
Jansent3 weeks ago
Jan
sent
3 weeks agoand 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 agoShe thinks all of the previous people were just guessing as to what happened
You sent3 weeks ago
I sure hope so...so now FedEx just needs someone to search...
Jan
Jansent3 weeks ago
Yes
August 2 at 5:18 AM
Jan
Jansent2 weeks ago
Sadly, my customer advocate did not call me back on Friday.
August 2 at 6:25 AM
You sent2 weeks ago
August 8 at 10:35 AM
You senta week ago
Mom asked if I would check in...I ignored her the other 5 days she asked.
You sent
a week agoI tried the 800 number and it wanted a 9 digit account number to even let me go on...
1
Jan
Jansenta 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
We’re traveling so I haven’t tried again yet You senta week ago
...and that was the number FedEx gave me.
You sent
a week agoWE shouldn't have to even worry about this...I"m just trying to get Mom's mind off the machine.
Jan
Jansenta 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 agoSo the insurance covers your expenses but not mine. Who would have thought that I should have insured it for twice what you paid ......
You senta week ago
I have someone on the phone now.
You senta week ago
...and got exactly no where.
1
You sent
a week agoI 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 sentabout 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
Jansent59 minutes ago
I’ll try them again 
You sent56 minutes ago
I even tried calling the center in Billings...nothing.
Jan
Jansent50 minutes ago
On the phone now
Jan
sent
50 minutes agoMarjorie - 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 agoYou sent48 minutes ago
Of course not...George was the last one I spoke with...
Jan
Jansent24 minutes ago
On the phone again. What a runaround
Jan
sent
24 minutes agoThe last person gave me a third case number.
I asked her which one of the 3 I should be using 
You sent21 minutes ago
Exactly...they can't even keep their poop in a group.
Jan
Jansent19 minutes ago
They’re not even trying as far as I can tell
You sent19 minutes ago
I would agree.
You sent5 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 sent4 minutes ago
Artsymathteacher.blogspot.com is where I"m writing the post.
Jan
Jansent4 minutes ago
Yes please. Draw attention to the mess everywhere & anywhere you can as far as I’m concerned!!
You sent3 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 agoNow 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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