Fedex ignoring complaint

<p>Hi,</p> <p> </p> <p>I ordered a parcel from the US in mid-December, paying for express delivery in the hope that it would arrive before Christmas. (I do understand that customs can delay a parcel). I paid extra for express delivery.</p> <p> </p> <p>I checked the tracking status of my parcel on the site almost daily, and was disappointed to see that it appeared to be stuck at customs (being processed for duties and taxes "no recommended action" "no delivery date available"). The item was a Christmas gift for my son, so delivery by Christmas was important.</p> <p> </p> <p>On 3 January I received an email from Sureship, who appear to be an agent used by the merchant, to say that Fedex had been unable to contact me, and that my parcel was about to be sent back to the US. After phonecalls indicating that they'd been trying to contact me for two weeks and much email correspondence I received emails from Fedex confirming that 1) they hadn't had my contact details before I phoned them early on 4th January (Jezelle Pieterse), and 2) that if they'd had my contact details, the parcel would have been delivered in time for Christmas (Esther Khumalo) ie within express delivery parameters ie no disappointed little boy.</p> <p> </p> <p>Now that we were all in contact, I received an invoice, made payment within hours, and my parcel arrived the next day late on 5th Jan thanks to Anthea Simmers, who I escalated this to after multiple contradictory conversations with the call centre and various automated emails promising me delivery by 20th Dec 2016 (on 5th Jan 2017).</p> <p> </p> <p>After many more emails, it emerges that the merchant did indeed pass on my correct contact details.</p> <p>Fedex is copied on emails from the merchant showing that my details were correct and passed on (Anthea and now also Vashnie Lazarus). I've asked to escalate this issue, but received no response. </p> <p> </p> <p>While I'm happy to pay for delivery, as I did eventually receive the item on 5th January, I'm not prepared to pay for express delivery, as the item didn't reach me within express delivery timelines, through no fault of mine, and would have if Fedex had used the contact details which they had for me.</p> <p> </p> <p>Standard delivery was $47.52, and express delivery was $71.64 - a difference of $24.12.<br /><br /></p> <p>This may not sound like a lot of money, but the fact that Fedex has flat out ignored emails requesting to escalate this complaint within formal channels leaves me feeling that I have to try and escalate this elsewhere.</p> <p> </p> <p>Tracking # ********** 96260</p>