I just wanted to vent my frustration and get some information out there to hopefully get the word out about how horrid FedEx shipping is in my area.
I received the notification that my order was shipped on Monday Aug 30th with an estimated delivery date of Wednesday Sept 1st. Wednesday morning at 11:30am I got a notification on the tracking number saying the package was out for delivery even though it hadn’t left the FedEx facility in Pennsylvania. The delivery details went from estimated Wednesday to “Wed Sept 1st by 8:00pm”. The PA FedEx facility is 9 1/2 hours from my house so literally impossible to get to me by that time anyways. 8pm came and went and the delivery details went from “Wed Sept 1st by 8:00pm” to “Pending”. That evening around 2am I received another out for delivery notification with the same “guarantee” of by 8pm that day. 8pm Thursday passes and the status went back to pending. Rinse and repeat Friday.
Friday morning I was rather peeved and worried so I called the support line. After waiting for an hour on hold I was told that the shipment will be delivered by 8pm Friday and I quote “Guaranteed”. It wasn’t delivered Friday…
I called support again yesterday (Saturday) and was told they weren’t doing daily deliveries to my area. The agent told me to drive to the distribution hub and pick up my package in-person if I wanted it before next week sometime. So I drove the 30min to the facility only to be turned away by security because it was “After Pick-up Hours” at 2pm…
The security guard told me to come back today before 10am to pick up my package. So this morning I went up there to try again. Completely different story today. There was a different guard working there and he filled me in with what was actually happening. My package was locked in a trailer in the shipping hub behind 3 other trailers with no way to get to any of them for “at least another few days”. He told me that if a trailer comes in and the loading dock is busy it gets put in the staging area and left for an unknown amount of time. This has been going on for years the guard said not just a covid thing.
There was also a few mix ups in PA. First, FedEx express shipments are not supposed to go to the facility I was currently at. They are supposed to go to a more local hub directly from the origin hub. So screw up in PA lead to it sitting in a locked trailer until at least Thursday at the earliest. Second, the trailer was flagged incorrectly in there system as “Out for delivery” instead of “On way to distribution hub” with no way of fixing it apparently…
One more thing I want to add: The “In-person Pick up” does not close randomly in the middle of the day… the other guard just didn’t want to print the form I had to fill-out. He is “notoriously lazy” the guard said. Pick up at most hubs is 8am-6pm Mon-Sat and 8-12pm Sun FYI.
The security guard did put a flag on my order for “advanced information” so I will be getting more detailed info on it when updates come in the future. So A+ dude, he was much more helpful than the phone agents and previous security guard.
I have seen some comments saying “just be patient” but this is a bit beyond me being restless to get something. I am not spoiled to think that 1-2 day shipping should take roughly 1-2 days. Takes 3-4 days? Fine, still better than “Pending” with a delivery estimate of 2 WEEKS after initial date. If it is known that your supply chain is currently swamped and 2 days is not probable then you should not be offering it as a shipping option period. I am a SW developer. If I told my customer something will take 2 days to do and I blow past that deadline telling them every day “Yeah you’ll get it by COB today!” I would loose my job. Covid or not, this should be seen as unacceptable. At the very least be honest and say what is really happening like what the security guard did for me today.
TL;DR: FedEx logistics have been messed up for a long time and covid has not helped at all. The facility near me is so overwhelmed they can’t even keep up. Don’t ship FedEx. They offer services that they have no way of supporting.
All of that being said, anger aside, I want to have a discussion on possible shipping solutions for your area. If this is doable, maybe the Framework shipping team can use other means depending on the destination area? I know that seems like a logistical nightmare for them but it will definitely help prevent major frustrations like I am experiencing.
I saw a post from @nrp in the Batch 2 thread mentioning the difference in service quality depending on the carrier and location (Thread post here: August/Batch2 Delivery thread - #341 by nrp). In my area FedEx is the worst, USPS is just slow but gets things places, and UPS is rather great. If there is any way to alter the shipper for future orders please refrain from using FedEx in SE Michigan.