HEINOUS & HORRIFIC CLIENT SERVICE FROM FEDEX

I have an incoming parcel on International Priority delivery from Fedex. The parcel was withheld, because according to Fedex I still had to pay customs vat and rod fee.

In order for me to pay these fees, I had to be made aware of these fees. This was not done. The reason: according to Fedex, the emails they sent to me(according to them they sent the mail more than once and they confirmed my email address to be correct), "bounced back". I didn't receive any communication from them, however, when I said I will hold while they resend the mail, I received it. So, either they sent it to the wrong email address (incompetence) or they never sent it at all (incompetence).

My experience following up with Fedex on the status of my parcel - tracking number ***: - Time on the phone, on my expense, to merely get an email sent to me (which was supposed to have been done at that time) took 53 minutes. - Rozelle McKenzie, after asking her to confirm my email address and spelling it back to her again, she sent a mail to a colleague with an incorrect email address. Thus, I had to phone back again. - After the continuous incompetence of Fedex client service, I requested to speak to management. Unfortunately Mr Christopher Mashego's client service as Manager of Operations, is an extension of the pathetic Fedex client service experience - he is never available and doesn't phone back either. - The coup de grace was dealing with Lucean Simmers - after explaining my situation to him, he felt the need to educate me with his insolent and offensive attitude, on the whole reason Fedex appointed their staff and then proceeded to drop the phone in my ear.

- I still needed to ask what to do once I made the payment, but with Mr Simmers dropping the phone in my ear, it necessitated ANOTHER call back to Fedex. This time I spoke to Leona and the way she dealt with me was a breath of fresh air. Her conduct and attitude compared to international best practice was perfect! And it took a whole of 3min37sec for her to assist me and resolve my query. Thank you Leona!!

Personnel can make or break a business - Fedex will do well to address the incompetence and general offensive culture of their client service dept, the front office and face of their business. Because of my client service experience with Fedex, I will NEVER do business with them again and will earnestly advise others to stay away.