Delivery guarantees dont mean anything for fedex.

A package was sent from USA using USPS Global priority service in partnership with FEDEX on the 28 December 2017. I was given a Guarantee delivery date of the 3 January by 20h00pm. As per their terms and conditions if the delivery date is not met a full refund of the shipping costs can be expected.

This package arrived in JHB on the 2 January at 08H55 am, and a delay was noted at 08H56. I called FedEx at 09H40 on the 2 January and was told FedEx does not need anything from me!!

I called them again at 17H02 and was told customs require my ID number and email address. I gave them this info and stressed the urgency of this item. I called again at 10h00 0n the 3 Jan only to find FedEx has done nothing with this information!

Now FedEx answer these questions. 1. How can you blame the delay on customs when you first tell me no additional information is required, only to require some info later on? Clearly the delay was not caused customs, but by FedEx for not firstly requesting the info from me when I called and asked if they need anything, and secondly not reacting to the info when I did give it??? 2. Why is it necessary for me the customer to call and fast track the process? 3. When will this package finally be delivered? and will you honor the delivery guarantee by refunding me the approximately R8 000,00 shipping fee?