[Raj_Copi_Jin]

last month Hoosier's sent out a notice to the people who had requested auction email updates that they still had a bunch of plants left. they stated that aos affiliated orchid clubs that would like a box of plants for auctions and/or raffles could contact them and pay for shipping, and they would receive the plants (free except for shipping). I received a notice that plants would be shipping via fedex ground and received a tracking number. I checked out the tracking number this afternoon since the last notice said the package was in kentucky (last night). I was pretty surprised to see from the notice that supposedly the package had been left at the front door downstairs (not my apartment and not the same address) at 10:30am (!). I went down and sure enough the box was there with a prominent sticker on it saying 'Plants - keep from heat and cold!'. obviously the driver couldn't read english or didn't care.

I called Hoosier's, thanked them for the shipment (they weren't even going to charge for shipping, totally free) but informed them that fedex had left the box at the front downstairs apartment door and had been outside for six hours at approx. 29˚F, did they want me to contact fedex and file some sort of claim? they said fedex doesn't insure for perishables and unfortunately they must not care...... they told me that the plants may make it, and they would send more if they didn't, but I feel bad that they were being very generous and the shipper basically just dumped the box because they could, and wouldn't be liable for it.

I called fedex customer service, and the representative basically told me the driver was authorized to drop the box (no matter what it said on it) at the front door, even though it wasn't the recipient's address, because the little box stating 'hold for signature' hadn't been checked. so, the driver was completely within their authority to dump the box and go on their way! I told them that was absolutely terrible service, and that there are two fedex service centers within 10 miles of my apartment and if they had left a note for pickup (since no-one was even home at the address they went to) I would have come for the box and everything would have been fine. the rep told me 'the driver was completely justified in doing exactly what they did'.... they asked if I wanted to file a formal complaint, but I didn't think anything beneficial would happen, other than any other packages sent to me by fedex (not by my choice) would probably be trashed.

what a bunch of crap! I would hesitate a lot if I were anyone who was thinking about receiving any plants via fedex or were going to ship some that way. I was told that plants were not covered by insurance or anything like that since they are perishable, and it seems that because of that they can do anything to the package and not be liable for it, so basically you are rolling the dice. I hope some of the plants make it, what a waste. you would think that a company and it's employees would be concerned about the public image that this lack of attention reflects back on to them! I'll never send anything anywhere via fedex if I can help it at all.

[ttiokjbnhjjillp]

Sorry to say, but FedEx did exactly what they were told to do. If it's not stipulated on their fancy little label, doesn't matter what language it's in or what color or size the font. Hoosier should have known better than to ship in cold weather without a signature requirement or should've recommend a location pickup insted of door delivery w/o sig. I love it when a customer specifiaclly requests signature confirmation or pick up from local carrier facility!

All of you considering getting plants when it's cold- don't skimp! Inform the sender of your weather, and make the trip to the Post Office or FedEx or UPS facility to pick up instead of having the plants drive around all day in a cold vehicle and left on your porch. Pay the charge for a signature too. And don't forget a heat pack! It was in the 20s here earlier this week and we sent out a couple boxes to places equally cold and all made it in good order as far as I know (usually we hear back pretty quick if something goes wrong!). We use recycled styrofoam boxes from the pet store (for shipping fish- dumpster dive at your local PetSmart!) or the lab (for frozen chemicals) and use heat packs. I think the only person that ever got a plant-cicle from us(and hopefully the last!) was NY Eric???

-Ernie

[Raj_Copi_Jin]

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[Dstyeglm]

The other thing that you have to be mindful of is that if you aleady have a signature permanently on file with Fedex, they can just leave the box on the doorstep even if the Hold For Signature box is checked by the shipper. You need to contact Fedex prior to delivery to make special delivery instructions if this is the case. FYI.

[ttiokjbnhjjillp]

Oh, fair enough. I read over the bit about the wrong address. Yeah that was uncool.

-Ernie

[Tactattcahhaw]

FEdex is 100% better than DHL, I got nightmare stories if you have the time!
I'd file a complaint anyway, it doesn't hurt the customer service cause!

[mobiphones]

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[Raj_Copi_Jin]

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[Raj_Copi_Jin]

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[abOfU9nJ]

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[Spongebob]

F***
last year I had a terrible experience too. The parcel arrived late and hundreds of dollars of reef inhabitants died. This was dispite the intructed date the parcel was to arrive, and they refuse to reimburse just because I had perishables even though it was insured (then why did they accept the insurance money! to rip me off). It was only coming from just one province away too (British Columbia to Alberta)!

My parcel would have arrived sooner with Canada Post lol, even though Canada Post doesn't give dates of arrival but they are very predictable. Sent on Monday, arrives Tuesday at lunch from British Columbia every single time with orchids.

oh yes a zooanthid and clove polyp survived. Yay I paid hundreds of dollars for cheap stuff I could get for $30

[Talicoabilk]

"...(then why did they accept the insurance money! to rip me off)."

Unfortunately Fren, the insurance is for loss or damage; not delay. All they owe you, if your package is delayed, is the cost of the shipping, because they didn't provide the service that you paid for. They don't owe you for the contents of the package, if they were damaged by the delay. If they lose it or damage it, then, whether or not the contents were parishable, they will be responsible. However, they never insure the value of the contents against damage caused by delay. Bummer!

I've used FedEx a number of times when importing orchids and it's worked out great....as long as the plants are sent with the fastest possible service and shipped from airport to airport; not door to door. This way, the shipment's travelling time is the shortest possible and it is held in a warehouse at this end until I can pick it up. I personally go to the airport to clear the plants through customs and pick them up.

Door to door service is tricky because you are always at the mercy of the mood the delivery guy is in. Sometimes they are considerate and sometimes they are not! However, if the sender ships from one FedEx depot to another FedEx depot and stipulates "Hold For Pick Up", the carrier can't ruin things by leaving the package on your porch. Of course, FedEX should have your name and contact information anyway. Also, the shipper should put your name and "c/o" followed by the address of the destination FedEx depot in the "ship to" box on the waybill....followed by "HOLD FOR PICK-UP" and you won't have any problems. It also helps to get the waybill tracking number from the shipper and to watch it closely on FedEx's website, numerous times a day until you actually receive the package. This way if the package needs to change planes at some point on it's journey and it seems to be sitting for too long, you can get on the phone, armed with your tracking number and get someone (get their name), to make sure that it is given priority - as per the type of service that you paid for. Sometimes, if (for example), an overnight package needs to change planes, it can be taken off one plane and then be temporarily overlooked and not get sent out on the next flight that it should. That's where you can step in and start calling people, because you're monitoring it's progress and you've noticed that it's not moving any more.

Of course, in a perfect world, FedEX should never allow any package to miss a plane or be delayed for any reason; but, this isn't a perfect world. It helps a lot to be pro-active and stay on top of the whereabouts of your package and start sounding alarms sooner, rather than later, if your package seems to be sitting in one spot for too long.

[Spongebob]

Thanks for the input John.

I wish I drove, then I could go to the airport easily.

The driver probably knew something was wrong (he knew it read live animals) and tried to apologize when I said it was late, though I couldn't get really mad at the time (I had to unpack everything quickly). In the end I didn't get any money back, not even for the service (I didn't ask that, but no offer was made either). oh well...life goes on. I'll know what to do next time

[Talicoabilk]

I wish I drove, then I could go to the airport easily. Hmmm. That is a problem.

The driver probably knew something was wrong (he knew it read live animals) and tried to apologize when I said it was late, though I couldn't get really mad at the time (I had to unpack everything quickly). In the end I didn't get any money back, not even for the service (I didn't ask that, but no offer was made either). Yeah, they will wait for you to demand a refund before they will talk about it. They're not going to suggest it. Although, if it wasn't too long ago, you could still file a claim for the shipping cost refund. You deserve that.oh well...life goes on. I'll know what to do next time. Good luck next time.

[Spongebob]

I filed a claim. They came to look at all the packing and dead stuff. I might not have specifically ask for a refund of the service, but rather on the damaged merchandise (which might have included the service in the dollar amount). I could have been more agressive. It is too late to do anything now that it has passed so many months

[Talicoabilk]

It is too late to do anything now that it has passed so many months
Bummer!

[Raj_Copi_Jin]

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[Olphander]

I am in the middle of a bad experience with fedex. I had orchids shipped last Monday and Thursday tracking said"Delivery exemption.Did not attempt. will schedule for next business day". On Friday was told it was on the truck and would be delivered otherwise I would have picked up in Tyler.(I live a half hour South of Tyler, and Fedex had delivered Christmas purchases on Wednesday.)Friday, evening Tracking said again" Delivery exception, attempt not made, scheduled for next business day". Customer service called again and I stressed orchids in package and we had snow Friday and very cold and no answer at local carrier,and was told they would put a tracer on it and have it delivered Saturday.Saturday, started at 0800 calling local carrier- no answer all day, called customer service multiple times to see if we could pick up at local carrier in Tyler, was told it was on truck and that problem was, on various calls, live in Troup, package changed from home delivery to ground,and that local Fedex changed locations 2 wks ago between ground and home delivery,and wouln't get till Tuesday.They would not give me a number for local fedex that they used Sat, that enabled them to speak with someone. I repeatedly told customer service that I would pick up wherevever, whenever. Finally, they contacted Migual at local carrier who said he had been trying to contact driver, so we could pick up my orchids in Tyler, that had package but the driver would not answer his cell phone. Then I saw mid afternoon on tracking another "delivery exception' this time saying the driver could not find address or house!(Fedex comes once a month and was last here Wednesday) Called customer service 6 times Saturday! They would not give out local numbers and I did not know address of new building and phone company had only one listing which had no answer all day. Finally, customer service patched me through to their Customer Advocate,fortunately one who grows orchids, who could not reach anyone at the local fedex and spoke to a district manager who was supposed to call me back as soon as he got home. No calls! Do not know if plants will survive! I will begin the battle anew Monday and am keeping a careful log of all phone calls.

[HexcewlyRette]

I have had a number of similar experiences, not just with Fedex, but also DHL and UPS. I have found out that the reasons for non-delivery (can't find address, etc) are not necessarily the real reason. I suspect that because of other reasons such as weather, high volume due to holidays, or ??? the driver is not delivering all of the packages they are carrying in the truck. I had this happen this summer (hot weather) with a new driver that was unable to complete his/her route and the package got delayed. The plant ultimately arrived okay, but not without a lot of aggrevation.

Susan

[Hammaduersnes]

Many of the FedEx drivers here are private contractors.

In my experience, "Delivery Exception" means:

a) The driver didn't want to waste too much time finding the address or got lost (GPS navigation gizmos will not work for my address)

b) the package was still on the truck at quitting time and got returned to base to be cycled into the following day's delivery