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Marcel V

1 reviews | Active since Oct 2019

03 Oct 2019, 12:09

FedEx Express (SA) unbelievable incompetence

I had a package shipped from New Zealand which landed in Cape Town on 22nd Aug 2019. There was an issue with the clearing documents that were originally submitted by Fedex to customs and they tried to charge me a R5k penalty for the incorrect documentation!

The correct clearing documents were finally submitted on 9th Sept (more than 3 weeks ago). I have had very little feedback and no explanation from the clearing department why there is a delay in getting the package cleared. I have been following up on a weekly basis via email and get the generic "we will try get this resolved" response but now my emails are being ignored completely.

This lack of customer service is unacceptable from an international shipping company. What an absolute nightmare this has been - I will never use Fedex again! Disgusted!

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Replies (2)
Fedex Express
Fedex Express's reply03 Oct 2019, 13:08
Official
 Hello  Thank you for taking the time to write about the experience that you have had with FedEx. Please allow us a short while to investigate the circumstances around this issue. A member of our management team will make contact with you directly to resolve this as soon as possible. I trust this is in order. 
        
Regards, Leigh
MV
Marcel V's update14 Oct 2019, 16:33
Reviewer Update
I have to give credit where credit is due. Nicky Pateras (Team Leader) managed to get my packaged cleared through customs within 24hrs. There was another delay in getting the customs VAT invoice send and after 2 days waiting for the invoice Nicky again sorted out the delay and ensured I got it within a few minutes. When the package finally cleared customs she personally followed up and made sure it was delivered the same day. Nicky is an absolute star but it is such a pity that I had to write a poor review on social media to get any sort of service from Fedex.