SAD AND FRUSTRATING SERVICE FROM FEDEX EXPRESS

<p>The parents of my Danish exchange student sent her a package for Christmas. </p> <p>The package arrived in South Africa on the 28th December 2016.</p> <p>Unfortunately the shipper did not provide a contact number and Fedex South Africa had to contact the shipper to obtain a contact number. The shipper then provided two different contact numbers. </p> <p>Fedex South Africa did not attempt to contact us on either of the two numbers .</p> <p>Because we did not hear anything from Fedex I contacted Fedex on the 10th January 2016 and spoke to Ashmika Harinarian. She confirmed that the package was in Johannesburg. There were handling costs as well as VAT payable. She sent us an invoice on the 10th January 2016. The invoice was paid and the proof of payment was sent back to Fedex on the 10th January 2016 - THE SAME DAY.</p> <p>I sent another email on the 11th January with another contact number for the delivery of the package.</p> <p>I phoned Fedex on the 17th January 2017 to find out what happened to the package. My call was referred to Leigh Taylor. She requested that I forward the correspondence to her which I did immediately. Leigh responded per email explaining the internal process at Fedex and informed us that the package had been returned to Denmark. She also confirmed that there will be a refund of the money that was paid to Fedex on the 10 January 2017.</p> <p>I cannot accept that the internal communication in an organisation can be so bad that on the same day an invoice is sent and a payment is made the package can be returned to Denmark.</p> <p>I sent an email to Leigh Taylor on the 18th January stating that I cannot accept their explanation. She responded on the 26th stating that she will ask a senior manager's guidance and that she will revert back on the morning of the 27th January. Of course we received no communication from Fedex .</p> <p>On the 3rd February we again requested an update on the refund from Leigh Taylor. She responded on the 4th February saying that she will be on leave till the 6th February and that Aisha Mohamed will handle the matter.</p> <p>On the 6th February Aisha requested the tracking number of the package. On the same day all the correspondence was sent to Aisha including the banking details for the refund. On the 9th February , we received the following email from Aisha Mohamed.</p> <p>"I need to investigate the root cause of the package being returned.Please note that I shall revert with further feedback in due course."</p> <p>On the 9th February we received an email from Sarita Stembull requesting a letter from the Danish Bank that Mie Filskov Jensen is the owner of the account and a copy of the proof of payment.</p> <p>I spoke to Aisha Mohamed on the 9th February 2017 - she read me the information that was given to her that was completely untrue - " the payment was made a month later" and that was the reason that the matter is still pending.</p> <p>This is the worst customer service I have ever experienced - I expect Fedex to deliver the package to us without any costs for the shipper again. In the meantime I expect Fedex to make a full refund of the money that was paid to them on the 10th January without having the ridiculous condition that there must be a letter from the Danish Bank. </p> <p> </p>