DvdM
Danie van der Merwe
1 reviews | Active since Aug 2010
06 Aug 2020, 16:17
Just no proactive feedback on status
Regretfully I need to add my similar response here but I give 2 stars as the interactions have been professional and friendly...
Have two packages that came into SA just over 2 weeks ago. Every time I've had to phone in to check on no updated status. I've made a total of 9 phone calls.
In each instance I was asked to provide customs documents which I did within minutes of receiving the e-mails (on 22 and on 23 July 2020). In one follow up the agent asked me to resend the documents, which I did on 31 July). Nothing has been communicated to me and even my phone calls don't provide additional information except to tell me on Monday 2 Aug that Customs' invoice system has broken so they cannot invoice Fedex. Well I received a customs invoice from DHL Express on Tues 3rd so I've been calling Fedex again.
My 9th call was today and I got cut off a minute into the discussion. I tried then using the contact form on their website, but that failed with a page not found error. What really stings me is we are now told we are paying a Covid-19 surcharge as well - then surely you keep your service up to standard? Are all SA businesses now able to charge a mandatory Covid-19 surcharge?
Helpful (0)
Replies (5)0
Replies (5)
Fedex Express's replyOfficial
07 Aug 2020, 07:53Fedex Express06 Aug 2020 at 3:50pm 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 that this is in order.
Regards,
Brenda
Best regards,
Fedex Express's reply07 Aug 2020, 07:53
Official
Fedex Express06 Aug 2020 at 3:50pm 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 that this is in order.
Regards,
Brenda
Best regards,
Fedex Express's replyOfficial
07 Aug 2020, 07:54 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 that this is in order.
Regards,
Brenda
Regards,
Brenda
Best regards,
Fedex Express's reply07 Aug 2020, 07:54
Official
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 that this is in order.
Regards,
Brenda
Regards,
Brenda
Best regards,
DvdM
Danie van der Merwe's updateReviewer Update
25 Aug 2020, 12:56It is now 25th August and I'm still waiting for management to get back to me. I am still sending reminders to the clearance agent, and had arranged myself to get a resend of USA supplier invoice as Fedex's tracing agents don't seem to get anything after two working days. Fedex should have noticed way earlier there was a difference in amounts of my invoice vs supplier invoice submitted. This has wasted a lot of time. When can I expect someone from the management team to contact me?
DvdM
Danie van der Merwe's update25 Aug 2020, 12:56
Reviewer Update
It is now 25th August and I'm still waiting for management to get back to me. I am still sending reminders to the clearance agent, and had arranged myself to get a resend of USA supplier invoice as Fedex's tracing agents don't seem to get anything after two working days. Fedex should have noticed way earlier there was a difference in amounts of my invoice vs supplier invoice submitted. This has wasted a lot of time. When can I expect someone from the management team to contact me?
DvdM
Danie van der Merwe's updateReviewer Update
01 Sept 2020, 17:49Brenda it's going to be a full month soon and I have still not heard anything from your management at Fedex. The clearing agent has also not responded to me since his own deadline he gave last Friday. I'm the only one doing follow up and trying to get updates. I did also ask you a week back when I could expect someone from management to contact me. I do think this matter should by now be escalated to someone who has more authority to intervene. It's been dragging on for nearly two months now. I should not have to continue struggling to get feedback from the same person this long without any escalation at all.
DvdM
Danie van der Merwe's update01 Sept 2020, 17:49
Reviewer Update
Brenda it's going to be a full month soon and I have still not heard anything from your management at Fedex. The clearing agent has also not responded to me since his own deadline he gave last Friday. I'm the only one doing follow up and trying to get updates. I did also ask you a week back when I could expect someone from management to contact me. I do think this matter should by now be escalated to someone who has more authority to intervene. It's been dragging on for nearly two months now. I should not have to continue struggling to get feedback from the same person this long without any escalation at all.
DvdM
Danie van der Merwe's updateReviewer Update
16 Sept 2020, 10:20Hi Brenda still no-one from Fedex management has contacted me and this is getting messy. You assured me someone would do so. Now Fedex wants me to pay a penalty for a difference they did not pick up on although my side was all clean as I did not see all the documents. Here is my reply today to your clearance agent:
Hi ***xx, I just want to check another detail concerning my previous reply:
I submit my invoice and proof of payment to Fedex, who obviously passes that to Customs.
How does Customs get the supplier invoice if they did not inspect the boxes? Does Fedex not actually take the supplier invoice to prepare the customs documents along with my proof of payment which is needed (for comparison by Customs)? In this case the difference would be detected before anything gets submitted to Customs, meaning we would not get to an issue of a penalty as missing paperwork would be detected? I thought the clearance is managed by Fedex through Customs.
I also was not made aware of the difference as when I was presented with the amount to pay for duty I only received an invoice from Fedex. With other couriers they used to also send me a copy of the supplier invoice and a Customs Declaration form to sign off (which confirms total value which I would have said does then not match my proof of payment) which declared the value of the goods. So I was not alerted in any way by Fedex that there was some larger difference between the invoices. I had absolutely no way of knowing. I was told only one of my boxes was cleared and I'd have to wait for the others as it was one shipment and all three had to be processed first.
The Fedex invoice I got on its own has no stated total value for me to compare - just Customs VAT and disbur*****t fee. I did not see the Customs Declaration form until later when there was already a query from Customs. I've got all the mails with what I received when. So we need to look at my role contextually as what I could have even guessed was going wrong. I had no means of knowing.
Regards,Danie van der Merwe
Hi ***xx, I just want to check another detail concerning my previous reply:
I submit my invoice and proof of payment to Fedex, who obviously passes that to Customs.
How does Customs get the supplier invoice if they did not inspect the boxes? Does Fedex not actually take the supplier invoice to prepare the customs documents along with my proof of payment which is needed (for comparison by Customs)? In this case the difference would be detected before anything gets submitted to Customs, meaning we would not get to an issue of a penalty as missing paperwork would be detected? I thought the clearance is managed by Fedex through Customs.
I also was not made aware of the difference as when I was presented with the amount to pay for duty I only received an invoice from Fedex. With other couriers they used to also send me a copy of the supplier invoice and a Customs Declaration form to sign off (which confirms total value which I would have said does then not match my proof of payment) which declared the value of the goods. So I was not alerted in any way by Fedex that there was some larger difference between the invoices. I had absolutely no way of knowing. I was told only one of my boxes was cleared and I'd have to wait for the others as it was one shipment and all three had to be processed first.
The Fedex invoice I got on its own has no stated total value for me to compare - just Customs VAT and disbur*****t fee. I did not see the Customs Declaration form until later when there was already a query from Customs. I've got all the mails with what I received when. So we need to look at my role contextually as what I could have even guessed was going wrong. I had no means of knowing.
Regards,Danie van der Merwe
DvdM
Danie van der Merwe's update16 Sept 2020, 10:20
Reviewer Update
Hi Brenda still no-one from Fedex management has contacted me and this is getting messy. You assured me someone would do so. Now Fedex wants me to pay a penalty for a difference they did not pick up on although my side was all clean as I did not see all the documents. Here is my reply today to your clearance agent:
Hi ***xx, I just want to check another detail concerning my previous reply:
I submit my invoice and proof of payment to Fedex, who obviously passes that to Customs.
How does Customs get the supplier invoice if they did not inspect the boxes? Does Fedex not actually take the supplier invoice to prepare the customs documents along with my proof of payment which is needed (for comparison by Customs)? In this case the difference would be detected before anything gets submitted to Customs, meaning we would not get to an issue of a penalty as missing paperwork would be detected? I thought the clearance is managed by Fedex through Customs.
I also was not made aware of the difference as when I was presented with the amount to pay for duty I only received an invoice from Fedex. With other couriers they used to also send me a copy of the supplier invoice and a Customs Declaration form to sign off (which confirms total value which I would have said does then not match my proof of payment) which declared the value of the goods. So I was not alerted in any way by Fedex that there was some larger difference between the invoices. I had absolutely no way of knowing. I was told only one of my boxes was cleared and I'd have to wait for the others as it was one shipment and all three had to be processed first.
The Fedex invoice I got on its own has no stated total value for me to compare - just Customs VAT and disbur*****t fee. I did not see the Customs Declaration form until later when there was already a query from Customs. I've got all the mails with what I received when. So we need to look at my role contextually as what I could have even guessed was going wrong. I had no means of knowing.
Regards,Danie van der Merwe
Hi ***xx, I just want to check another detail concerning my previous reply:
I submit my invoice and proof of payment to Fedex, who obviously passes that to Customs.
How does Customs get the supplier invoice if they did not inspect the boxes? Does Fedex not actually take the supplier invoice to prepare the customs documents along with my proof of payment which is needed (for comparison by Customs)? In this case the difference would be detected before anything gets submitted to Customs, meaning we would not get to an issue of a penalty as missing paperwork would be detected? I thought the clearance is managed by Fedex through Customs.
I also was not made aware of the difference as when I was presented with the amount to pay for duty I only received an invoice from Fedex. With other couriers they used to also send me a copy of the supplier invoice and a Customs Declaration form to sign off (which confirms total value which I would have said does then not match my proof of payment) which declared the value of the goods. So I was not alerted in any way by Fedex that there was some larger difference between the invoices. I had absolutely no way of knowing. I was told only one of my boxes was cleared and I'd have to wait for the others as it was one shipment and all three had to be processed first.
The Fedex invoice I got on its own has no stated total value for me to compare - just Customs VAT and disbur*****t fee. I did not see the Customs Declaration form until later when there was already a query from Customs. I've got all the mails with what I received when. So we need to look at my role contextually as what I could have even guessed was going wrong. I had no means of knowing.
Regards,Danie van der Merwe