Massive Fedex fail: faking delivery attempts!

WINE TALK
1

I’m posting this to see if others have had this problem, and if anyone can shed light on what’s going on here.

Long story short (as short as I can make it anyway): my local Fedex Ground deliveryman fakes delivery attempts regularly. Someone will be home, the buzzer will never ring, and lo and behold, the tracking info suddenly turns to “Delivery Exception - Customer Not Home” when someone was home the whole time. Of course, there is no door tag left at our door, so there is absolutely no evidence the guy actually made it to the building. This is an unmistakable, repeated pattern - has happened about TEN times this year and several times has happened on the same day, within the same hour, that we’ve successfully received deliveries from UPS or USPS. A few weeks ago, we had to call Fedex to force the guy back out to our place after he had just faked it for the THIRD DAY IN A ROW. That time, after strong-arming only, he successfully made the delivery so he clearly does know how to use our buzzer, etc. Another delivery this week - same problem. Even after making multiple calls to Fedex, and the sender riding them hard today because of a faked delivery attempt yesterday, the guy (and we did confirm it’s the same guy) pulls the same freaking stunt again today (after Fedex had suggested that I should pick the package up - way to pass off YOUR job onto me!)

The only reason I can think of that the “deliveryman” would do this is that he falls behind schedule and starts faking like he made delivery attempts that he never actually made, in order to get ‘back on schedule’. Does anyone know what their compensation structure is? Do the incentives encourage this kind of behavior? Is there any penalty imposed on them if they do fake delivery attempts? How does this guy still have a job? From the repeated calls to Fedex we have gleaned that the Fedex Ground deliveries are outsourced somehow, and this apparently contributes to the lack of accountability that we are experiencing, but beyond that I’m hoping someone on the board (maybe some of you winery owners that have dealt with all the different couriers) can explain what the heck is going on here.

Needless to say, this is beyond aggravating to have someone stay home all day, not get the delivery, and have it be due to conduct that is basically fraud. The problem is so bad that I am dropping off mailing lists and not buying from wineries that ship only by Fedex anymore.

In the meanwhile, UPS is eating their lunch. I’m sure they’re not perfect, but our regular UPS guy is great, and my last two deliveries by UPS actually came a day early! I posted about the Fedex problem on Twitter today, and the UPS twitter rep replied thanking me for my business almost instantly; Fedex’s rep did reply but not until later in the day and I didn’t get it until the Fedex fail had already happened again today. Hoping to hear from their rep tomorrow, but I can’t imagine anything they can do to make up for the damage here. My poor suffering family member who was stuck at home all these days wants those days of their freedom back!

Thankfully, most of my favorite mailing lists do UPS so the pain of cutting out Fedex completely won’t be that bad, but this is just crazy!

2

I’ve had issues with both not leaving door tags. Makes me angry.

3

Alan, that is freakin unbelievable. I’m not sure, but I think all fedex delivery people (at least in my neighborhood) are independent contractors. They are not actually employed by fedex. I would start a steady stream of emails all the way to the top. There is very few things more aggravating than waiting all day for someone to show up and then never show up. I’m sure fedex corporate would be very unhappy knowing the fraud that their driver is committing, but proving it is an entirely different matter. Good luck, brotha.

4

FedEx ground and home are contractors

5

[cheers.gif]

6

I f****** hate people that don’t take pride in their work. I know lots of people don’t like the work that they do, but it’s your JOB. Do the JOB you’re paid to do. If you have to stay out til 11pm to finish your work, then stay out.

7

We just had an alert from UPS that said “please let us know what suite number as we cannot deliver, tag was left”

This is to our office. Which has no suite and UPS has delivered to everyday for the last who knows how long we have occupied the 5 floors of the building. Suffice to say, not happy.

  1. How can you leave a tag if you don’t know the suite number?
  2. You’ve delivered there for years why suddenly decide you want a suite number?

Then I asked around and realized no one got a UPS package today. The driver just took everything and left it at the depot for people to pick up.

8

That’s what first year associates are for.

9

I mean, I have to at least know when the UPS is coming so I can send them down to get it off the truck flirtysmile flirtysmile

10

You need to think like a partner. Send them to the depot, as it relates to client work, it’s billable.

11

FedEx Ground and FedEx Air aka FedEx Express are two different companies. As someone posted, FedEx Ground uses independent contractors for delivery.

To tell the difference quickly and easily: FedEx Ground: the “Ex” on the trucks are GREEN in color. FedEx Express: The "Ex on the trucks are RED in color.

If you can, do not request FedEx Ground delivery for your orders. If you absolutely must go with FedEx Ground, then the best thing to do is to make friends with your delivery person. Give em a Christmas card with a bonus in it. Or something. Bribe 'em, in other words, to take good care of you.

No, you should not have to do this. No, this is not the way to solve the issue on principle. Your willingness to solve the problem this way all depends on how much you want those deliveries without the hassle. Complaining to the person’s superior probably won’t help bc the person delivering to you owns your territory and can’t easily be forced out of it.

Once you become really friendly with your delivery person, ask to be put on their “even if I’m not home and there is no one to sign for the package, please leave the package anyway for me in a safe spot” list. Now, this depends on where you live – if you are smack dab in the heart of NYC, this probably won’t work. If you live out in the boonies where no one is likely to either come up your driveway and/or steal the package that is sitting on your stoop, then if you are nice to the delivery person, you can get on this unofficial list – even if an adult signature is required for wine deliveries. My delivery person will even take a signature that is written on a piece of scrap paper that is then taped to my door. YMMV, but it’s been really helpful for me.

12

I have had similar issues with FedEx. My wife has a job that is based out of the house and has been home when deliveries were “attempted”. That is not the worst one. About a month ago my daughter was sick and my wife was out of town so I stayed home. Where I sit in the living room, I can literally turn around an touch the front door knob. I was expecting a wine delivery so I even kept the TV volume on the low side. I have a old metal milk jug on the front porch and heard the distinct sound of it being bumped. No knock or door bell. I walked around the couch to see the FedEx guy walking away without a box in hand and a delivery attempt notice attached to the window above the milk jug. I called out to him and said “Hey, I’m home.” He acted like he didn’t hear me so I yelled a second time. This time he stopped and I walked out to get the wine. I said “next time actually knock.” He responded “I did.” I said “I was sitting on the couch two feet from the door and didn’t hear you knock but I did hear you bump the milk jug when you put the delivery attempt six inches away from the doorbell. Lie to me again and I’ll call your supervisor.” I signed for the package and walked away.

On the other hand my UPS guy is great. If I’m at work and my wife isn’t home or steps out to pick up the kids, we put a sticky note in the window by the doorbell with the words “OK to leave” and he will leave the wine without a signature. He even will bring it in the house if my wife is at home.

I guess you know where I shipped my Christmas presents this week.

Monte

13

Carrie, you are completely correct in your assessment. But how about complaining to Fedex Corporate with a CC: to the BBB. I find lying about a delivery attempt to be totally unacceptable and fraudulent. “Paying off the delivery driver” is akin to a shake-down to me.

14

I’ve occasionally had shipping and delivery problems, but never this problem.

UPS is best and will leave on my enclosed porch most of the time. If I need to pick up, I can get there in the evening - only about ten miles away. I give the UPS guy bottles if ever I am home, which helps, I think! (I brought one to the guy that mans the pick-up location, too.)

FedEx will sometimes leave on porch - though they are even closer, if they don’t. I like FedEx in that I don’t need to call before an evening pick-up - I can just show up.

FedEx Home is a pain. FedEx Ground is on the other end of the earth from me, so I have needed to take long drives for pick-ups… but the recent option to have shipments diverted to a local FedEx retail location is really handy.

15

gets pretty bad this time of year. they like to mark it as attempted delivery so they are not on the hook for refunding the shipping charge.

16

Fedex ground / home is pretty terrible. I probably get less than 1/3 of my packages on the scheduled date, and the fake delivery attempts are very common.

UPS is far from perfect but is infinitely better than fedex ground/home.

17

We all have to pick and choose what battles we fight in life. I fight with Verizon and Verizon Wireless on a regular basis; it takes so much out of me mentally and emotionally when it happens and it ruins my day bc I generally have to spend hours and hours on the phone with them – they cannot correct their computer system over an issue with my daughter’s cell phone account from 2002. Yup, issue was from 2002, took 3 or 4 years to correct, but bc my name was on my daughter’s account (she was a teenager at the time), I still have to battle the bastards in 2011. But, I’m choosing to fight that battle. You might feel similarly about FedEx, but being nice to my delivery people works rather well for me.

18

Thanks all, for the replies. Will let you know if Fedex actually follows up. Carrie, good advice, but I’m not making friends with the particular Fedex incompetent I’m dealing with - I’d rather do without the Fedex Ground option altogether. Good reminder for me to show some appreciation for the UPS guy who does his job well though, so thanks!

19

Ongoing issue for a shipment I have yet to receive… here’s the backwards FedEx tracking timeline for the local portion of the trip

Dec 7, 2011 12:00 PM Delivery exception RICHFIELD, OH Customer not available or business closed
Dec 7, 2011 3:20 AM On FedEx vehicle for delivery RICHFIELD, OH
Dec 7, 2011 3:16 AM At local FedEx facility RICHFIELD, OH
(Dec 5, 2011 ~8AM: I get a call from FedEx saying it will be delivered that afternoon)
Dec 2, 2011 10:55 AM Delivery exception RICHFIELD, OH Future delivery requested I NEVER REQUESTED THIS
Dec 2, 2011 4:28 AM On FedEx vehicle for delivery RICHFIELD, OH
Dec 2, 2011 4:25 AM Arrived at FedEx location RICHFIELD, OH
Dec 2, 2011 4:23 AM At local FedEx facility RICHFIELD, OH

What happened Friday? Why was there NO attempted delivery activity Monday OR Tuesday despite the phone call saying they were out to deliver? It’s now been on the truck for six days with ONE delivery attempt today.

It is coming from Scholium and kudos to Johanna there for replying to my tracking number inquiry in <30 minutes. For a number of shipments of not just wine the month or two, UPS has been much better. The ONLY thing I like better about FedEx is I can have deliveries held at the local FedEx-Kinkos versus having to go to the UPS hub at the airport for their packages.

20

We just an incident with FedEx ground on Friday, the day after Thanksgiving. Waiting for a package, Carrie checked tracking and it was on truck for delivery. An hour after our driver normally delivers, Carrie checks tracking again. Now its “on truck for delivery, Monday.” When the driver showed up Monday, we tell him about the non-delivery. He says he doesn’t know because he called in sick on Friday. Last week we had another Fedex delivery and our driver brings in several packages and Carrie tells him there is supposed to be one more. He swears that’s all that’s on his truck. Carrie calls FedEx and lights a fire as a pissed witch can do. 40 minutes later our driver returns with the package, claiming somebody loaded it in the wrong area of his truck.

Up until these incidents, we hadn’t had any problems with FedEx.

We do use UPS for our deliveries as FedEx had nothing better to offer at one and a half times the price.