Shocking and unreliable service- 1 Star is already too much of a rating

We wish to bring it under your attention that we are highly disappointed in the level of service received by the FedEx delivery team, call center operators and the company as a whole.

We had booked a parcel to get couriered to America yesterday morning, 28 January 2026 at 08:00, with the delivery promised on the 31st of January 2026 at 13:30. The email confirmation confirmed that the scheduled pick of the parcel would have been between 08:00 and 12:00. By 13:00, there was still no courier that came to collect the parcel.

I contacted the call center, and it was confirmed that the delivery person would be there to collect before 17:00, by 15:30 I had called again to confirm if the parcel would be collected and was informed that it will be collected within the hour.

By 16:00 I had contacted the call center once again, this time being told that the system said that the order could be collected before 18:00. The call center operator then contacts the delivery team, and they provided the excuse that they were at our building, however they could not find the individual. NOT ONCE, did they attempt to contact us to find out where our offices were, they just merely left, if they were even at the building at all.

I had then confirmed with the call center operator to please ensure that the parcel please be collected at 07:00, this morning, 29 January 2026. I was promised that this has been scheduled as such and we even double checked all the details as well as gave an even more in-depth explanation of how to find our building, to ensure that there was no hiccups this morning when collecting the parcel.

07:00 has come and gone and once again I have had to call the call center to find out when someone will be collecting the parcel, only to find out from the call center operator that no one has been dispatched to come and collect the parcel.

The call center operator called me at 09:00 to inform me that it impossible to drive from Johannesburg to Pretoria to collect the parcel, and that they can no longer commit to delivering the parcel in America on the 31st of January as originally promised by FedEx.

This is the first time I have ever had to beg and plead with a courier company to deliver a service. The call center cannot even keep the story straight as each time you call you are given either a generic answer or a completely difference answer to the call before with other times and schedules. The company makes promises and cannot deliver. The service has been absolutely shocking and I will definitely re-think the next time we need to send a parcel overseas, as FedEx, one of the world's most well know couriering facilities, has proven to be one of the most unreliable and poor service delivery company I have ever delt with. I will certainly not be recommending your services to anyone.