On May 12, 2022 my daughter-in-law mailed my passport to me from Kamloops to Toronto. She paid for over night and received a receipt saying delivery for May 13 before 20:00. It didn’t come and still didn’t come by Monday. 4 days of calling and no one could give us an answer. It cost me $400 to re-book my flight because I didn’t get my passport in the time I was told.
Monday I found out which depot it was at and I was told that they couldn’t guarantee I would get it that day, which would mean I would have to re-book my flight again, so I went down to pick it up myself. It was the depot on commissioner, I talked to a lady by the name of Jacky on the phone to state I was on my way.
When I got there I asked to speak with her. There is an employee door with a window and she knew she was coming to talk to me, I saw her walking towards me actually flexing her muscles and giggling. I guess she thought this was funny and ready for some conflict. When she came out I started to tell her my issue, she told me to stop talking and she was going to talk first. So I let her, she started enlightening me about FedEx policy and procedure, and I asked her when she was going to give me a chance to talk. So she let me. I showed her my receipts, with dates and wording that clearly states overnight delivery and delivery date.
She states that FedEx doesn’t guarantee and that if we wanted a Saturday delivery we would have had to ask. I said that we were not told that and the words overnight to me means overnight. She says that she has worked there for 30 years, and that’s how it is, maybe so, but I don’t work there and don’t know that, so as an employee, that should be explained to customers. She claims not, I should have known. She was extremely rude and very unprofessional. I told her that she should put her FedEx knowledge as side and take a look at how a customer could interrupt this by a delivery date and the word overnight! She laughed at me and basically told me I was ridiculous.
Another lady jumped in, as Jacky and I were BOTH raised voices, and said she would call security on me and that she was going to keep my package and not give it to me. If you had skilled workers, the conversation would have gone something like this. “I see the wording and can understand how you could have interrupted it the way you did. That’s not how we do things and I’m sorry this happened to you.” Not starting with muscle flexing, asking me to stop talking, and then talking to me like I’m dumb. That’s called escalating a situation!
A gentleman that gave me my package, and helped me was amazing! And I wanted him to be recognized! But the 2 ladies, I have owned businesses and there is absolutely no way they would be a part of my team! Rude rude and rude! Zero skills when it comes to dealing with people!!!!! I want to make a formal complaint about the service as well as how I was treated by these 2 ladies! I will never ever recommend your company, I will never use your company and I will be posting my story on every social media place I can and review boards!
My husband works for a large corporation and is going to make sure that your service will not be used by them. I have a very big mouth. I am not done with this.
