FedEx avoiding contact for refund that they owing to customer

FedEx South Africa have amongst the most ***********, unprofessional, and spineless ********* staff members working for them.

I brought in a consignment of car parts from the USA and the online store, CJ Pony Parts, that was packaged into 2 boxes and clearly indicated as such on the commercial invoice.

From the onset, their highly *********** “Clearance Administrator” from FedEx South Africa, botched up the clearance process by using this invoice to clear only one of the two boxes with Customs/SARS but billed me with the full VAT & duty amount for the full content of my order.

It is also pecu**** that this individual communicated via WhatsApp instead of company email that showed her details, it was only after a few requests that I managed to get this.

Instead of fixing their mistake with Customs/SARS, the FedEx associates involved, held me to ransom with the second box that was part of my order and demanded a second/duplicate VAT and duty payment to get my parcel released from SARS. This was apart from costing me hours of my time with back and forth emails between them and the parts supplier.

After an attempt to escalate this non-customer-centric experience within FedEx, their “Senior Clearance Broker” conceded to making a mistake in the clearance process and made me fill-in multiple documents for a refund that I was told could take up to 30 days.

By now, more than 60 days have since passed. In trying to reach out to the responsible group of people, including their “Premier Customer Care Manager” who was on copy throughout this process…I am being totally ignored and not receiving any response to my refund follow-up enquiry.

My experience with FedEx has been nothing but ******* service with their spineless associates who compromise customer satisfaction to hide and cover for their own mistakes…this is their definition of “Premier Customer Care”