Poor Service from Fedex

I’ve been using FedEx for the past 18 years for my business, both in the USA and now in South Africa. We ship between 80–100 packages per month, and up until recently I trusted them with our time-sensitive deliveries. Unfortunately, their service has declined significantly. We currently have a parcel that was stopped at customs on Saturday, 7 February 2026. It has now been sitting there for five days. All required documentation was submitted immediately, yet getting feedback from FedEx has been incredibly frustrating. I understand that FedEx does not control customs. However, what they do control is communication — and that’s where they’ve failed badly. It’s nearly impossible to get hold of someone by phone, and when you do get assistance, it feels like they’re doing you a favour by giving you a basic update. We paid top dollar for FedEx International Priority specifically to ensure this shipment arrived before an important product launch event next week. Instead, we’re left chasing updates with no proactive communication, no urgency, and no clear indication of what is being done to resolve the delay. When you ship the volume we do and pay premium rates, you expect at minimum: Proper customer service Proactive updates Accountability A sense of urgency Right now, FedEx seems either overwhelmed or simply indifferent to long-standing business clients. After nearly two decades of loyalty, I’m seriously reconsidering whether it’s time to start looking elsewhere. FedEx, sometimes it’s just the simple things that matter.