Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Fedex Express is described by South African customers as a premium priced courier that struggles with the basics. Recurring themes include unreachable support, parcels held in clearance for weeks, and refunds that never arrive. Customer Service & Support (1.4) is the least weak area thanks to a handful of named agents, while Pricing, Billing & Refunds (0.8) draws the sharpest criticism.
Top Strengths:
- •Customer Service & Support: A small group of named individuals, including Rozelle McKenzie, Mokgadi, Nondumiso Mncwangi, Merle and Cynthia Malope, are repeatedly praised for ownership and follow through. Customers describe these agents as exceptions to an otherwise unresponsive and difficult to reach support operation.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 54m
TrustIndex
3.1
Ranking
#8
in Couriers & Delivery
Reply Time
11h 17m
NPS Score
-65
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 54m
Nov '25 - Oct '26
Frequently Asked Questions About Fedex Express
What do customers say about Fedex Express?
Based on recent customer reviews, Fedex Express is described by South African customers as a premium priced courier that struggles with the basics. Recurring themes include unreachable support, parcels held in clearance for weeks, and refunds that never arrive. Customer Service & Support (1.4) is the least weak area thanks to a handful of named agents, while Pricing, Billing & Refunds (0.8) draws the sharpest criticism.
What is Fedex Express's biggest strength?
Fedex Express's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. A small group of named individuals, including Rozelle McKenzie, Mokgadi, Nondumiso Mncwangi, Merle and Cynthia Malope, are repeatedly praised for ownership and follow through. Customers describe these agents as exceptions to an otherwise unresponsive and difficult to reach support operation.
What are the most common complaints about Fedex Express?
The most common complaint about Fedex Express, based on Hellopeter's AI analysis of recent customer reviews, is Delivery Speed & Reliability. Customers consistently report promised delivery dates passing without contact, parcels sitting in Johannesburg or Cape Town facilities for weeks, and false failed delivery notices. Express and International Priority shipments are described as missing their windows with no recovery plan.
How does Fedex Express compare to other Couriers & Delivery companies?
Fedex Express scores 1 out of 5 on Hellopeter's AI analysis of service quality in Couriers & Delivery, compared to the Couriers & Delivery industry average of 1.8. Their strongest theme is Customer Service (1.4); their weakest is Pricing & Billing (0.8). The top AI-rated Couriers & Delivery business on Hellopeter is Madibana SA (4.6). How is the AI Score calculated? →
Is Fedex Express trustworthy?
Fedex Express has a TrustIndex of 3.1 out of 10 on Hellopeter, based on 139 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 54 min. Hellopeter has tracked Fedex Express across 3,510 total reviews. How is the TrustIndex calculated? →
Recent reviews (139)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2025
SHOCKING SERVICE / LACK THEREOF
ABSOLUTELY PATHETIC COURIER SERVICE HAVE PARCELS OUTSTANDING FROM OVERSEAS FROM THE 15TH OF OCTOBER BECAUSE THEY CANNOT SEND AN INVOICE ON TIME AND THEN YOU HAVE TO DEAL WITH A NEW PERSON AT A CALL CENTRE. GOING TO TELL MY SUPPLIER TO CHANGE THEIR COURIER
1 reviews | Active since May 2025
SHOCKING SERVICE / LACK THEREOF
ABSOLUTELY PATHETIC COURIER SERVICE HAVE PARCELS OUTSTANDING FROM OVERSEAS FROM THE 15TH OF OCTOBER BECAUSE THEY CANNOT SEND AN INVOICE ON TIME AND THEN YOU HAVE TO DEAL WITH A NEW PERSON AT A CALL CENTRE. GOING TO TELL MY SUPPLIER TO CHANGE THEIR COURIER
1 reviews | Active since Mar 2025
Beyond just a service
Rozelle Mc Kenzie went above and beyond My package (***) went missing and I had nearly given up hope. Rozelle Mc Kenzie from FedEx Customer Experience took ownership of the problem, traced the shipment, kept me updated and arranged for it to be delivered on Monday, even asking *** to prioritise delivery before 12h00. She was kind, professional and genuinely cared about getting it sorted. Service like this is rare. Rozelle is a real asset to FedEx and a blessing to deal with. Thank you, Rozelle! 5 stars.
1 reviews | Active since Mar 2025
Beyond just a service
Rozelle Mc Kenzie went above and beyond My package (***) went missing and I had nearly given up hope. Rozelle Mc Kenzie from FedEx Customer Experience took ownership of the problem, traced the shipment, kept me updated and arranged for it to be delivered on Monday, even asking *** to prioritise delivery before 12h00. She was kind, professional and genuinely cared about getting it sorted. Service like this is rare. Rozelle is a real asset to FedEx and a blessing to deal with. Thank you, Rozelle! 5 stars.
1 reviews | Active since Nov 2012
Rozelle Mc Kenzie went above and beyond
Rozelle Mc Kenzie went above and beyond My package went missing and I had nearly given up hope. 3 different stories which made no sense and no one seemed to really care. Rozelle Mc Kenzie from FedEx Customer Experience took ownership of the problem, traced the shipment, kept me updated and arranged for it to be delivered on Monday, even asking RTT (who did not really know what was going on) to prioritise delivery before 12h00. She was kind, professional and genuinely cared about getting it sorted. Service like this is rare. Rozelle is a real asset to FedEx and a blessing to deal with. Thank you, Rozelle! 5 stars.
1 reviews | Active since Nov 2012
Rozelle Mc Kenzie went above and beyond
Rozelle Mc Kenzie went above and beyond My package went missing and I had nearly given up hope. 3 different stories which made no sense and no one seemed to really care. Rozelle Mc Kenzie from FedEx Customer Experience took ownership of the problem, traced the shipment, kept me updated and arranged for it to be delivered on Monday, even asking RTT (who did not really know what was going on) to prioritise delivery before 12h00. She was kind, professional and genuinely cared about getting it sorted. Service like this is rare. Rozelle is a real asset to FedEx and a blessing to deal with. Thank you, Rozelle! 5 stars.
1 reviews | Active since Aug 2023
Fedex - Shocking service
Our business sent a box of fabric samples to our client in Florida USA on 12/05/26. To this day the tracker still shows that it's in Memphis but we were advised by Fedex that the parcel has gone missing and we should log a claim which we done on the 14/07/26. To date we have not received any communication or a refund as promised. Our company ship fabrics to the UK, US & Spain quite often but after this incident we have advised our agent, Rush never to quote using Fedex again. We spent thousands of rands preparing these items for our client in Florida for her roadshow. Because of the misplacement of the parcel our client lost out on lots on business at her roadshow.
1 reviews | Active since Aug 2023
Fedex - Shocking service
Our business sent a box of fabric samples to our client in Florida USA on 12/05/26. To this day the tracker still shows that it's in Memphis but we were advised by Fedex that the parcel has gone missing and we should log a claim which we done on the 14/07/26. To date we have not received any communication or a refund as promised. Our company ship fabrics to the UK, US & Spain quite often but after this incident we have advised our agent, Rush never to quote using Fedex again. We spent thousands of rands preparing these items for our client in Florida for her roadshow. Because of the misplacement of the parcel our client lost out on lots on business at her roadshow.
1 reviews | Active since Sept 2026
Poor service & communication. Lost my package
If I could give a zero rating, I would. I ordered a package from America, shipped by FedEx USA, which was eventually declared lost by FedEx on 2 September 2026. The lack of communication throughout this experience has been extremely disappointing. Nobody from FedEx phoned me, and I struggled to find a working contact number where I could speak to someone who could actually assist me. From then on could I get them to actually contact me via ***. There also appears to have been poor communication between FedEx USA and FedEx South Africa. Despite repeated follow-ups, I have had to follow up with customer care for assistance with the claims process, with very little communication or follow-through. The shipment was worth approximately R13,000, and this entire experience has been incredibly frustrating. This was my first time using FedEx, and I am sorely disappointed. I expected much better communication and customer service from an international courier company. Based on this experience, I am will not use FedEx again.
1 reviews | Active since Sept 2026
Poor service & communication. Lost my package
If I could give a zero rating, I would. I ordered a package from America, shipped by FedEx USA, which was eventually declared lost by FedEx on 2 September 2026. The lack of communication throughout this experience has been extremely disappointing. Nobody from FedEx phoned me, and I struggled to find a working contact number where I could speak to someone who could actually assist me. From then on could I get them to actually contact me via ***. There also appears to have been poor communication between FedEx USA and FedEx South Africa. Despite repeated follow-ups, I have had to follow up with customer care for assistance with the claims process, with very little communication or follow-through. The shipment was worth approximately R13,000, and this entire experience has been incredibly frustrating. This was my first time using FedEx, and I am sorely disappointed. I expected much better communication and customer service from an international courier company. Based on this experience, I am will not use FedEx again.
1 reviews | Active since Aug 2022
Horrible shipping company # DoNotUseFedEx
DO NOT USE FEDEX. The most horrible experience I've ever had with a courier company waiting for a parcel from nigeria to SA. I got a tracking number *** not long after lt says my parcel was delivered to who and where l dont know. I call them and they explain my package is still in nigeria its now been 10days my package hasnt left nigeria no communication no way forward. At this point l dont know if my package will ever be delivered. I am extremely frustrated and exhausted honestly
1 reviews | Active since Aug 2022
Horrible shipping company # DoNotUseFedEx
DO NOT USE FEDEX. The most horrible experience I've ever had with a courier company waiting for a parcel from nigeria to SA. I got a tracking number *** not long after lt says my parcel was delivered to who and where l dont know. I call them and they explain my package is still in nigeria its now been 10days my package hasnt left nigeria no communication no way forward. At this point l dont know if my package will ever be delivered. I am extremely frustrated and exhausted honestly
1 reviews | Active since Jul 2020
A really bad experience and I'm wondering if I will get my package
A very terrible experience I've ever received with a courier company. Ive never experienced such a distress with a courier company, this is my 1st time working with them and it is such a terrible experience. My package was suppose to be delivered yesterday then someone from the FedEx drivers decided to update an incorrect information that I was not at home and I was unreachable. I was home the whole day yesterday and today even, but I haven't received my package. I phoned the company more than 5 times and I'm getting different responses, the last call they told me it is with a third party company and they will deliver at 5pm it after 5 now and I haven't received any call, I am losing my mind because I urgently need the package when my phone is ringing i jump to pick it up because I'm hoping it them, when I hear a sound of a car near my house I go out because I'm thinking it my delivery. The watsapp chat bot is not helping at all, this company needs some serious intervention with the level of service they provide.
1 reviews | Active since Jul 2020
A really bad experience and I'm wondering if I will get my package
A very terrible experience I've ever received with a courier company. Ive never experienced such a distress with a courier company, this is my 1st time working with them and it is such a terrible experience. My package was suppose to be delivered yesterday then someone from the FedEx drivers decided to update an incorrect information that I was not at home and I was unreachable. I was home the whole day yesterday and today even, but I haven't received my package. I phoned the company more than 5 times and I'm getting different responses, the last call they told me it is with a third party company and they will deliver at 5pm it after 5 now and I haven't received any call, I am losing my mind because I urgently need the package when my phone is ringing i jump to pick it up because I'm hoping it them, when I hear a sound of a car near my house I go out because I'm thinking it my delivery. The watsapp chat bot is not helping at all, this company needs some serious intervention with the level of service they provide.
1 reviews | Active since Oct 2026
OUR EXPERIENCE WITH FEDEX SOUTH AFRICA – A FORMAL PUBLIC COMPLAINT
OUR EXPERIENCE WITH FEDEX SOUTH AFRICA – A FORMAL PUBLIC COMPLAINT If I could rate FedEx 0 starts I would I don't normally believe in publicly naming and shaming a company or its employees. As a business, we understand that mistakes happen. Employees take leave. Emails get missed. Shipments encounter problems. Systems fail. But there is a significant difference between an isolated service failure and a problem that continues for more than a year despite repeated calls, emails, complaints and escalation to senior management. Unfortunately, our company's experience with FedEx South Africa has reached that point. We have been working with FedEx for more than a year, and we are still attempting to obtain shipping, customs and supporting documentation relating to shipments dating back to early 2025. Read that again: 2025. These aren't documents we casually decided we would like to have. They form part of the records our business requires for its imports, accounting, customs and tax administration. We have called. We have emailed. We have followed up. We have escalated. We have contacted different departments. We have raised complaints. We have involved senior people within FedEx. We have had to involve other parties when documentation could not be obtained. And yet here we are, still chasing historical documents. At this point, I believe it is fair for other South African businesses to know what our experience has been. One of our primary contacts has been Bianca van Woerden. We worked with Bianca for a number of months, but particularly since early 2026, obtaining consistent assistance has become increasingly difficult. On numerous occasions when we have needed assistance, we have been advised that she is unavailable, away from the office, on leave or otherwise unable to assist us at that time. The problem isn't that an employee takes leave. Everyone is entitled to leave. The problem is that a business customer's ability to obtain critical documentation should not effectively stop because one contact person is unavailable. We have repeatedly tried to obtain reliable alternative assistance and have reached a point where we simply cannot continue operating this way. Our concerns have also gone beyond an ordinary customer-service escalation. We have personally dealt with Leon Bruwer, Managing Director – Sales, FedEx Sub-Saharan Africa, regarding our FedEx matters, and we have records of those communications. When a business has already reached the point of engaging with senior management and is still chasing documentation from the previous year, the issue can no longer reasonably be dismissed as one missed email or one bad customer-service interaction. FedEx's own South African corporate documentation identifies Nelson Teixeira as Head of FedEx Express South Africa, while FedEx also identifies him as Managing Director of Operations for Sub-Saharan Africa. This is therefore something I would respectfully ask FedEx's South African and Sub-Saharan African leadership to look at seriously. Because the most concerning part of our experience isn't simply that something went wrong. It's how difficult it has been to get someone to take ownership of fixing it. Customer service has unfortunately not provided a reliable solution either. I have personally spent an unreasonable amount of time calling departments, explaining the same situation repeatedly, sending emails and following up on requests. Far too often, the response is an automated acknowledgement rather than an actual resolution. There is only so many times a customer should have to explain: We need our shipment documents. For companies involved in international trade, documentation isn't an optional extra. Businesses may need commercial invoices, courier invoices, customs documentation, clearance records and VAT-related documentation for accounting, banking, customs and tax purposes. We should not have to conduct what feels like an investigation every time we need documentation relating to our own shipments. What makes this particularly frustrating is that FedEx publicly promotes its commitment to supporting businesses and SMEs with global trade and logistics solutions. Our actual experience has fallen dramatically short of the standard we expected. Our company runs a tight ship. We hold ourselves accountable when something goes wrong, and we expect our service providers to do the same. We have deliberately avoided making this public for a long time because our preference has always been to resolve matters professionally and directly. But businesses also have a responsibility to one another. If another company is considering entrusting an important part of its import or export operation to a logistics provider, I believe it is fair that they hear the experiences of existing customers—the good and the bad—so that they can make an informed decision. So, based specifically on our company's experience, I cannot currently recommend FedEx South Africa to another business that depends heavily on prompt access to shipping and customs documentation. If you are considering using FedEx for business imports or exports, my recommendation would be to establish, before shipping anything, exactly who will be responsible for your account, who your backup contact will be, how you will obtain historical customs and shipment documentation, and what escalation procedure exists if your normal contact is unavailable. Keep your own records. Keep every email. Keep every reference number. Keep every waybill. And keep copies of every document you receive. Because based on what we have experienced, you may need them. At this point, it genuinely feels as though we would have had better luck sending our document requests by carrier ***eon. At least then we could reasonably expect the ***eon to eventually come back carrying something other than an automated response. The joke is intentional. The underlying situation is not. We aren't asking FedEx for special treatment. We aren't asking for compensation through a social-media post. We aren't interested in attacking employees personally. We want something considerably simpler: Give us the outstanding documentation relating to our shipments. Give our business a reliable point of contact and an alternative contact when that person is unavailable. Respond meaningfully to our outstanding complaints. And take ownership of resolving a problem that has been allowed to continue for far too long. If FedEx resolves this properly, I will be equally willing to publicly acknowledge that resolution. But until that happens, this is an accurate account of the experience our company has had with FedEx South Africa, supported by the correspondence and records we have retained.
1 reviews | Active since Oct 2026
OUR EXPERIENCE WITH FEDEX SOUTH AFRICA – A FORMAL PUBLIC COMPLAINT
OUR EXPERIENCE WITH FEDEX SOUTH AFRICA – A FORMAL PUBLIC COMPLAINT If I could rate FedEx 0 starts I would I don't normally believe in publicly naming and shaming a company or its employees. As a business, we understand that mistakes happen. Employees take leave. Emails get missed. Shipments encounter problems. Systems fail. But there is a significant difference between an isolated service failure and a problem that continues for more than a year despite repeated calls, emails, complaints and escalation to senior management. Unfortunately, our company's experience with FedEx South Africa has reached that point. We have been working with FedEx for more than a year, and we are still attempting to obtain shipping, customs and supporting documentation relating to shipments dating back to early 2025. Read that again: 2025. These aren't documents we casually decided we would like to have. They form part of the records our business requires for its imports, accounting, customs and tax administration. We have called. We have emailed. We have followed up. We have escalated. We have contacted different departments. We have raised complaints. We have involved senior people within FedEx. We have had to involve other parties when documentation could not be obtained. And yet here we are, still chasing historical documents. At this point, I believe it is fair for other South African businesses to know what our experience has been. One of our primary contacts has been Bianca van Woerden. We worked with Bianca for a number of months, but particularly since early 2026, obtaining consistent assistance has become increasingly difficult. On numerous occasions when we have needed assistance, we have been advised that she is unavailable, away from the office, on leave or otherwise unable to assist us at that time. The problem isn't that an employee takes leave. Everyone is entitled to leave. The problem is that a business customer's ability to obtain critical documentation should not effectively stop because one contact person is unavailable. We have repeatedly tried to obtain reliable alternative assistance and have reached a point where we simply cannot continue operating this way. Our concerns have also gone beyond an ordinary customer-service escalation. We have personally dealt with Leon Bruwer, Managing Director – Sales, FedEx Sub-Saharan Africa, regarding our FedEx matters, and we have records of those communications. When a business has already reached the point of engaging with senior management and is still chasing documentation from the previous year, the issue can no longer reasonably be dismissed as one missed email or one bad customer-service interaction. FedEx's own South African corporate documentation identifies Nelson Teixeira as Head of FedEx Express South Africa, while FedEx also identifies him as Managing Director of Operations for Sub-Saharan Africa. This is therefore something I would respectfully ask FedEx's South African and Sub-Saharan African leadership to look at seriously. Because the most concerning part of our experience isn't simply that something went wrong. It's how difficult it has been to get someone to take ownership of fixing it. Customer service has unfortunately not provided a reliable solution either. I have personally spent an unreasonable amount of time calling departments, explaining the same situation repeatedly, sending emails and following up on requests. Far too often, the response is an automated acknowledgement rather than an actual resolution. There is only so many times a customer should have to explain: We need our shipment documents. For companies involved in international trade, documentation isn't an optional extra. Businesses may need commercial invoices, courier invoices, customs documentation, clearance records and VAT-related documentation for accounting, banking, customs and tax purposes. We should not have to conduct what feels like an investigation every time we need documentation relating to our own shipments. What makes this particularly frustrating is that FedEx publicly promotes its commitment to supporting businesses and SMEs with global trade and logistics solutions. Our actual experience has fallen dramatically short of the standard we expected. Our company runs a tight ship. We hold ourselves accountable when something goes wrong, and we expect our service providers to do the same. We have deliberately avoided making this public for a long time because our preference has always been to resolve matters professionally and directly. But businesses also have a responsibility to one another. If another company is considering entrusting an important part of its import or export operation to a logistics provider, I believe it is fair that they hear the experiences of existing customers—the good and the bad—so that they can make an informed decision. So, based specifically on our company's experience, I cannot currently recommend FedEx South Africa to another business that depends heavily on prompt access to shipping and customs documentation. If you are considering using FedEx for business imports or exports, my recommendation would be to establish, before shipping anything, exactly who will be responsible for your account, who your backup contact will be, how you will obtain historical customs and shipment documentation, and what escalation procedure exists if your normal contact is unavailable. Keep your own records. Keep every email. Keep every reference number. Keep every waybill. And keep copies of every document you receive. Because based on what we have experienced, you may need them. At this point, it genuinely feels as though we would have had better luck sending our document requests by carrier ***eon. At least then we could reasonably expect the ***eon to eventually come back carrying something other than an automated response. The joke is intentional. The underlying situation is not. We aren't asking FedEx for special treatment. We aren't asking for compensation through a social-media post. We aren't interested in attacking employees personally. We want something considerably simpler: Give us the outstanding documentation relating to our shipments. Give our business a reliable point of contact and an alternative contact when that person is unavailable. Respond meaningfully to our outstanding complaints. And take ownership of resolving a problem that has been allowed to continue for far too long. If FedEx resolves this properly, I will be equally willing to publicly acknowledge that resolution. But until that happens, this is an accurate account of the experience our company has had with FedEx South Africa, supported by the correspondence and records we have retained.