I’ve had a dislike/hate relationship with Federal Express for quite a while. They piss me off when they do things like dropping several thousand dollars worth of playoff hockey tickets at the front door and not bothering to ring the bell to let anyone in the house know that they were there. My season ticket holder rep heard about that one.
We belong to several wine clubs (see http://franksblog.hofer.us/469 for the current list) and only one of those – Cakebread Cellars – ships via Federal Express. All of the other clubs ship with UPS. One exception is the Retzlaff Wine Futures; we go up to Livermore to pick that up because we can sample the wine and create our own case.
We were expecting a delivery from Cakebread on either Tuesday or Wednesday this week. Normally Janet works from home on the days that we’re expecting a wine delivery but she was going to be up in the People’s Republic of Berkeley to attend a class. Since I didn’t want our wine to spend more time than necessary in the hot FedEx truck I knew that I would probably have to drive down to the Federal Express office near the airport to pick it up.
I got home about 4:30 yesterday and found the expected note from FedEx on my door. I took a look at their form and noticed that the driver wanted me to sign the form, he would leave my signature on file, and in the future he would just drop off my package. If I did what he suggested he would be breaking any number of laws. The sticker on the box clearly states that an adult must be present for delivery because the package contains alcohol. That should have been a clue that my evening would be wasted.
The driver also circled the item on the door tag letting me know that I could pick up my package that evening. The door tag said that I could check the availability for pick up by checking the Federal Express website or by calling the toll free number. I powered up the PC and went to the FedEx website. I could check my package delivery status but I couldn’t find anywhere about package availability for customer pick up. I even used their website search function and didn’t find any information. The door tag lied.
I called the Federal Express toll free number. After navigating through voice-option hell I finally reached a live person. I gave her my door tag number and asked her when I could pick up my package at the FedEx office. She assured me that my box would be there at 5:30 and I could pick it up then. I fed the dogs, waited 20 minutes to give Jake his insulin shot, and tossed the dogs back outside. I started for the FedEx office at about 5:30.
I arrived at the Federal Express office at about 5:50. I asked for my package and the clerks refused to serve me. They have a rule that they will not give out packages until 6:15 because they have to get packages destined for the East Coast out the door by then. This rule is not posted anywhere. I pointed out that the woman on the phone told me that I could get my stuff at 5:30. Apparently she lied to me.
I sat and fumed while people kept coming in and dropping off packages. Other people who wanted to pick up their stuff got in line behind me. I pointed out loudly that I never have this problem with UPS, and that UPS is my preferred shipper.
6:20 rolled around and people were still dropping off packages for the East Coast. I had just wasted 30 minutes waiting for people to get their packages into the office at the last minute. At this point I didn’t give a flying F about them and their shipment. I wanted my package, and I wanted my dinner. I finally got to the window and handed in my door tag. It was now nearly an hour after the time I allegedly could have picked up my box. The woman entered my door tag number into the computer, and then called back to the dispatcher to find out if my driver was in yet. He wasn’t. My package was not at the office.
I was pissed. I went over to McDonald’s to grab a burger for dinner. In hindsight I should have gone over to Costco for a hot dog. Those two and a sub shop were my only dinner choices in the area and I’m not a fan of subs. I managed to choke down my burger, getting madder and madder at Federal Express and their complete disregard for customers. It was pretty obvious to me that they don’t consider the people who pick up packages to be customers, but we are.
I went back to the FedEx office and tried again. I handed the same woman my door tag and she again brought up my package information. She asked me if my name was Carlos. I looked at her with a questioning look on my face and said no. I eventually found out that the driver had returned to the house after I had left, then went to the next-door neighbor’s house and left my wine with him. I had wasted over 90 minutes and my wine was only a couple of feet away from where I started. I was not happy.
The driver lied to me about my package being available for pick up. He probably thought he was doing the right thing by trying to redeliver my package but he ended up wasting my time because he didn’t do what he said he was going to do. He also should not have left my package with someone else without my permission. He didn’t know what kind of relationship we have with our neighbors (their nice people, but we don’t really know them very well) and shouldn’t have left it there.
Our UPS driver is far better. If we’re not at the house he goes to the local Burger King parking lot at 5:00 and people come to pick up their packages without the hassle of going to the main office. If he writes a note on the door slip saying that he’s going to be at the parking lot at 5:00, I know that he will be there.
I will never ship with Federal Express, and if I have a choice of shipping options on items sent to me, UPS will get my business every time.