FedEx - Damaged Shipments

FedEx • Disappeared • Damaged • Late • Wrong address • International crises • FedEx and the mail --- • FedEx Ground • FedEx Kinko's --- • FedEx Buys Kinko's

Rosalind of Columbia , MO November 19, 2009

I have a professional FedEx account. I shipped a 3M with 200 dollar padded case with several sections. There is one section for each item connected with the equipment. The case was designed for the equipment and for moving it around in. The shipping box was packed with sheets of white foam and a new box. When the buyer received the box the bulb had been smashed and parts of the projector where very loose. I have shipped several of these projectors with no problem. I am not new at shipping this item.

The buyer reported the breakage to FedEx and they picked up the box. FedEx has turned down the claim so I am out several hundred dollars. Fedex now informs me that the insurance only covers lost of the box it does not cover its contents. The statement as to what FedEx covers in regards to insurance is listed nowhere on their site. Somebody needs to file a class action suit agains FedEx. They are charging extra for insurance that is no good. FedEx is making thousands of dollars on all the extra insurance charges that they do not intend to back up. I have been paying extra for insurance for years thinking it covered content. FORGET SHIPPING WITH FEDEX. They have lost my account.

ankit of jersey city, NJ October 29, 2009

I want to repair my apple macbook. So, Apple send me a empty box and I put laptop in and send it back. Apple says that they receive laptop but box is empty, so where is my laptop? I think its problem is with Fedex, not with apple. But whom to trust. I need help to find out my laptop.

Glenn of Baton Rouge, LA October 27, 2009

Today I received a check from FedEx covering all damages and the total shipping cost. I am confident that the key to this successful damage claim (after the claim was initially denied for "inadequate packing") is: 1. having photographs of the package documenting its condition as it was delivered to the customer (for future shipments, I'll also take photos before shipping) 2. having receipts for the (new) packing materials that I used, thus avoiding the accusation of having packed with a "used" box 3. consistently pointing out the specific factual errors in FedEx's original claim rejection letter (these all had to do with the condition of the package on delivery) 4. being polite, factual, and firm. FedEx also sent a letter of apology for their failure to meet my expectations on this shipment. I appreciate the gesture. Although I wish my item had not been damaged, I am satisfied with this outcome.

Glenn of Baton Rouge, LA October 20, 2009

Having sold a heavy and expensive stereo amplifier via e-Bay, I prepared for shipping by using the factory box as an interior box and buying a brand new overpack box from the local UPS store. I bundled my item in up to 5 inches on all sides with bubble wrap, extra cardboard, and packing peanuts. I put fragile labels on all sides of the external box, and sealed it with both plastic tape and strapping tape on all axis. My amplifier was double-boxed (amplifier size = 8x17x21 inches @105#, inner box size 12x19x25 inches, outer box size 18x30x30 inches)

I shipped FedEx ground. Despite my packing, FedEx managed to drop the package hard enough to drive the front knobs of the amplifier into the sheet metal of the chassis (they HAD to have dropped it five feet or more to achieve that IF the packing had been intact). They also tore the corner off of the outside box, thus dumping all the packing peanuts out. The customer reported that when the package arrived, there were packing peanuts all over his front yard.

The amplifier was damaged to the tune of 617 of repairs. FedEx denied the claim saying that the amplifier was not properly packed. Their inspection report said that the outer box was used, and that there was no visible damage to the package. Fortunately, the customer took photos showing the torn off corner, the dumped packing peanuts, and the worn condition of the box on delivery. Also fortunately, I saved the receipt for the brand new outer box that FedEx claimed was "used." I've sent my request for reconsideration of my claim. Will FedEx do the right thing? I don't know yet, but I'm getting a sinking feeling that they won't.

Michael of Corinth, TX October 5, 2009

I mailed a neon sign using Fedex and it was damaged in transit. The sign was double-boxed and had all kinds of peanute, styro-foam and cushion air pillows. FedEx denied my claim stating neon signs were under their Liabilities Not Assumed" section. My question is...why did FedEx accept the package and let me pay the additional insurance if it was something they would be liable for? Total cost was over 300.00.

Terry of Boothwyn, PA October 4, 2009

Final (hopefully) update... Since my last post on this forum, while waiting for the proof of value for the figurines damaged by FedEx, I forwarded a link to this page to FedEx claims. Once I received the proof they required, I e-mailed it to them. Yesterday, I received their check for the full amount claimed plus a refund of my shipping charges. Hopefully, this is the end of the matter. If not, I'll be back. WAY TO GO FEDEX!!! WAY TO GO CONSUMERAFFAIRS.COM!!!

Edmond of Los Angeles, CA September 24, 2009

I have been a FedEx account holder for a few years, and I have had no bad experiences before this one. I shipped a used computer and monitor to my mother, whose system had been knocked out by a lightning strike. I have been shipping truck loads of items for the film industry for 21 years, so I know what it takes to pack a parcel for safe transport. When my mother received the box, she opened it to find the base of the monitor had been broken, and while it worked, it was useless, because it couldn't even stand up anymore. I filed a claim for 150.00. I included ads for the same monitor on sale for 149.99 to 169.99. FedEx came and took the box, packing, and broken monitor (she kept the computer, which worked fine). A couple of weeks later, the broken monitor arrived back to me in the original box. A letter came from FedEx too, which denied my claim, saying, "no visible damage to the outer carton or it's contents." I immediately wrote an email to FedEx, including photographs detailing the creases in the box, indicating that something heavy had been set on the top of it. The creases showed it had been crushed down nearly five inches. After four weeks or so, I got another letter declining my claim stating, "According to the pictures submitted regarding this shipment, we have determined that it was not adequately prepared or packed for safe transportation." Now that I'd shot down their first reason, they had moved on to another one. The packing might have looked SOMEWHAT less, since the computer had been removed and kept by my mother. I had used styro peanuts, shredded paper, and hundreds of wadded plastic shopping bags.

Terry of Boothwyn, PA September 18, 2009

Well, here's the update. Linda, of FedEx claims, says the claim is DENIED until I provide proof of the value of the broken merchandise. I explained that these were unavailable for sale; but that I did have a pricelist from 1999. After searching the inventory of every available piece, I did find one on ebay for 200 - not working, according to the seller. So, I e-mailed the business owner to whom I shipped, asking for some help. He called back; and informed me that (just as we had both feared) the FedEx inspection resulted in the shipment being returned with another broken figurine. What morons! Why couldn't they break everything the 1st time? He's going to e-mail me a price catalog from 2005. He said he called; and was told that I would have to submit another damage claim. Attempting to do this took forever. Finally, I was told that another claim was not necessary; and that they wouldn't need another attempt at destroying all of the merchandise. This process is, apparently my new life.

Terry of Boothwyn, PA September 15, 2009

My wife had 9 Melody in Motion figurines from the inventory at her deceased father's Wildwood, NJ store. At her insistence, I located a REPUTABLE dealer located in Tiffin, OH. The best price was at FexEx, which is right around the corner from our home. I very securely packaged these items (most in their original styro containers and boxes - circa 1985) in a 2ftX2ftX2ft box. I overturned the box before closing the lid...not a bit of noise or movement. Satisfied, I marked all 4 sides and top of the package in big, bold, red lettering "CAUTION FRAGILE Porcelain Figurines with Moving Parts"; and included the word UP with arrows pointing to the top. The package weighed 38.4 lbs on FedEx's scale. When asked about insurance, I declined, for the simple reason that damage could ONLY be done purposely. The clerk indicated that since the contents were irreplaceable, I had to declare a value of at least 500. I agreed.

Three days later, I received an e-mail from the recipient. He sent me a picture showing damage to 2 of the pieces. I called his business; and he related to me that he saw the Fedex truck pull up, the driver exited the vehicle with a large package prominently marked CAUTION FRAGILE, etc, walked up the 1st 2 steps, TOSSED the package on the porch, got back in the truck, took off before he could even walk out to greet him. Now, if this happened right in front of the business owner, can you imagine what happened while no one was watching? He also related that, being in business 49 yrs, he knew better than to mark "fragile" on anything - it just makes them throw it harder. He currently has claim forms for damage from USPS, UPS, and now my FedEx shipment sitting on his desk.

FedEx claims dept insisted on picking-up the entire shipment for inspection - not just the 2 damaged pieces. Is it because they feel like failures for not destroying the entire shipment the 1st time? The business owner didn't like the idea of giving them a 2nd shot at this merchandise. According to him, that's not the way the others do it. Now, Melody in Motion has ceased production. Even if they hadn't, all 9 of these figurines were "retired" for 15-20 yrs or more. The only price list I have is dated July 14, 1999. The combined total value of the 9 at that time was 3400. I claimed the entire 500 from FedEx. If they take the position that only 2/9ths of the shipment was damaged, can I insist that they replace (impossible to do) the pieces? I will not accept 111!

Sam of Overland Park, KS August 28, 2009

We shipped five cartons via Fedex to my son in Charlotte, NC. He is enrolled in college there. Two of the five were damaged. Both damaged were insured for 300.00 each at extra cost. Endless calls and rude customer service reps later, we are getting nowhere. We have completed hurdle after hurdle to collect on damage. Each time we are told that something else is needed.

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