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Wow, Fedex delivery problem and ebay story and seller that is bar none

post #1 of 20
Thread Starter 
Hey all,

I had to tell people about this ebay seller. I do not know this person, as he is in FL and I am in CT. I have been purchasing stuffs over at ebay and local ski shops, but this story will show that this seller is the best ever. He is Steve at Snowgenius.
Last week, I bid on a pair of Oakley A frame snow goggles. After winning the bid and paying, the goggles were shipped out and was supposed to be delivered on Tuesday, via Fedex Home Delivery. I waited on Tuesday and nothing came. I went to track and the Fedex site said the driver attempted at delivering the goggles two times that day, but no one was home. Well, the time that the driver supposedly stopped by was around the time I was sitting in the living room 6 feet away from the door, watching TV. Also, no "attempted delivery" notice was left. So, I called Fedex and was told that the driver will attempt again and that I should leave a note for him to leave the package (since it was goggles and I lived in a residential area). Next day came, nothing. That night, I called and Fedex said the driver is on his way. I waited, and 9 PM come around, nothing. I called Fedex and they said that around 8:00PM the driver stopped by but no one was home. Again, I told them, I was sitting 6 feet away from the door with the door ajar waiting. I was told then that if I want, I can request the package to be held for pickup at the sorting office 25 minutes drive away. At this point, I am so frustrated that I rather drive down there than wait another day for this phantom driver to deliver a package. Next morning, I drove to the Windsor, CT Home delivery office and was told that the driver never unload the package, and that he was going to deliver it. I talked to one of the manager and told him of the whole problem. How can I wait for a package if the driver is not going to deliver it. Also, how can I pick up a package if the driver is not going to unload it? The manager called the driver, no response. Another request was put in for a hold that day, by the manager, for me to pick the package up the next day. The manager never got a return call from the driver but later that night, he assured me that if I come down to the office, the package will be held for me. Well, this morning, on the fourth day, I came down to the office and guess what? THE DRIVER DID NOT UNLOAD THE PACKAGE. So, up the chains I went and now I am talking to the senior manager. He is telling me to wait again, with a note telling the driver to drop off the package. I told the manager (senior manager mind you) that what is the point of the note if the driver is not going to be there anyways to read it? The manager told me to call him tonight after 9pm and if the package is not delivered, he will deliver it himself. It sounds like the driver is keeping the goggles hostage. I doubt that he is using it because we still don't have snow in CT (that's another sad story).

Anyways, this is where Steve from Snowgenius comes in. I emailed Steve to appraise him of the situation and why I have not had the chance to leave a feedback almost one week after the goggles were supposed to be delivered. Steve was very nice about it, he called Fedex himself and ofcourse got the usual runaround I did. He then offered to send to me another pair of goggles via USPS while we are working through this delivery problem. Now this is where what Steve does redeem my trust in people. I was in the process of bidding on another pair of goggles (one for cloudy and one for sunny conditions) from Snowgenius. Steve offered that if I win, he would credit $35 for all of my problem. However, I found that out after I bidded, won, and paid (I like to pay promptly). I also told Steve that he does not have to credit me the $35 but sending me another pair to replace the missing/taken hostage pair is good enough for me. Well, he credited me the $35 anyways and will send another pair out if the first pair is not delivered tonight.
That my friends is something we don't see nowadays anymore. This whole Fedex delivery problem is not even Steve's fault and yet he is going out of his way to help. I am amazed especially in lieu with the problems we seem to have with various retailers and/or online merchants.
You bet I will not hesitate in buying anything from Snowgenius (who has something like 1800 feedbacks and thousands of transactions with no complaints...). Also, I am now avoiding Fedex like the plague. I am in the process of trying to see if others in the Manchester, CT is having the same problem so that we can do a boycott or something.
Sorry for the long winded post but just want to relate a story of something really bad and unfortunate redeemed by someone with character and trustworthiness (rare qualities nowadays).
post #2 of 20
Aaagghhhhh, P-U-N-C-T-U-A-T-I-O-N!!!!!!!!!!!!!!!!
post #3 of 20
What a fantastic example of great customer service I hope the business owners of this forum and all of those that work in customer service take notice. Let us know if FedEx ever delivers the original package. We'll definately look for auctions by Snowgenius.
post #4 of 20
Thread Starter 
Hey,


Just got a call from home, as I am in lab, Fedex finally delivered. I guess the talk with the Senior Manager finally did the trick. If you go far up enough, you will get a response. I still have to check if the package is OK, as I am sure the driver is not too happy. Also, it turned out that Fedex ground and Fedex Home Delivery are two different sections of Fedex (duh). I have never had a problem with Fedex ground as they deliver from the Hartford, CT sort station. The Fedex Home Delivery is the one that seems to give people the most problem (go to google and look for yourself).
Steve said that if anyone wants to purchase stuffs from him that is not posted on ebay, send him an email at snowgenius@hotmail.com.

PS. Sorry about the punctuations. I cleaned it up a bit. A little excitement can kill one's grammar and punctuation you know.
post #5 of 20
It sounds like the driver is keeping the goggles hostage.

alert homeland security at once!
post #6 of 20
Thread Starter 
Quote:
Originally Posted by ant
It sounds like the driver is keeping the goggles hostage.

alert homeland security at once!
Just a little humor in all of this. I just hate inefficiency especially if it is hidden behind lies.
OK, now, lets get back to nicer thoughts. Two weeks until Okemo opens for skiing (from their website)...just 14 days...new boots are in, new goggles are in, skis have been sharpened and waxed, Marmot gloves are in (those are awesome by the way), ski rack on car, now just need to add snow....stay away rain...
post #7 of 20
Wow that is great customer service.

I can't wait for it to snow.
post #8 of 20
Holy friggin' beejezziz!

Can I buy a paragraph for $100? :

Sorry, I want to read it, but I just can't do it. OSHA regulations.
post #9 of 20
Quote:
Originally Posted by xdog1
Aaagghhhhh, P-U-N-C-T-U-A-T-I-O-N!!!!!!!!!!!!!!!!
I gotta agree, it is painful to read that first post in the thread.
post #10 of 20
Thread Starter 
Argh, aren't we all critics? First punctuations then paragraphs? sheesh....

Sorry, if I have more time, I would edit it a little better. I swear I am better at writing research grants. Maybe if I just randomly insert gaps between the lines that would help...hm...yep, fastest way to edit.
post #11 of 20
Mangus, I wonder if it was FedEx or FedEx Ground who said that two attempted deliveries were made and "nobody" was home to accept the package?!

The reason is that although using the same name there're two entirely different companies working on two entirely different ethic principles. FexEx, more expensive ships its packages express flying them to their destinations and usually on time; they take responsibility for any mishaps, whereas FedEx Ground is nothing short of a sorry a** attempt to use the name of FedEx but in reality using a bunch of private trucking guys which use a totally different system of delivery and who DON’T have to answer directly to FedEx, sort of running their own show. They employ new people every day who don’t know the routes well and lie at the end of the day when packages were not delivered. Of course what a better copout than “Customer not available/business closed to receive package”.

So be aware next time when you choose “FedEx Saver” which as almost always sent via FedEx Ground and although cheatper (a lot cheaper!), it’s usually not worth the headaches. I’d, personally, go with USPS Priority over this “ground” fedex option.
post #12 of 20
Euclide wrote, "The reason is that although using the same name there're two entirely different companies working on two entirely different ethic principles. FexEx, more expensive ships its packages express flying them to their destinations and usually on time; they take responsibility for any mishaps, whereas FedEx Ground is nothing short of a sorry a** attempt to use the name of FedEx but in reality using a bunch of private trucking guys which use a totally different system of delivery and who DON’T have to answer directly to FedEx, sort of running their own show. "

If this is true, how come FedEx and FedEx Ground operate out of the same offices?
post #13 of 20
Quote:
If this is true, how come FedEx and FedEx Ground operate out of the same offices?
The answer is the same for all the corporate bull crap that's been fed to us. Just out of curiousity, go into one of those FedEx locations and asked them if FedEx and FedEx Ground are one and the same company. You'll have your answer...

It's the name people trust but the fine print tells a different story.
post #14 of 20
Don't know a thing about Snowgenius...but Fedex ground/home delivery is by far the most incompetent delivery service on the face of this planet. I've had so many issues with them that I refuse to buy from anyone that uses them for delivery.
post #15 of 20
Quote:
Fedex ground/home delivery is by far the most incompetent delivery service on the face of this planet. I've had so many issues with them that I refuse to buy from anyone that uses them for delivery.
Ding, ding, ding... DITTO!
post #16 of 20
Thread Starter 
Yep me too. I now make sure that the shipper uses ups or USPS or make a request to not use fedex. I think many people will use other methods if you request it, snowgenius does if you request it (I did for a second pair of goggles).
post #17 of 20
Okemo open in two weeks? We're about an hour away and have not even had a hard frost yet......:
post #18 of 20
Quote:
Originally Posted by Taylormatt
Don't know a thing about Snowgenius...but Fedex ground/home delivery is by far the most incompetent delivery service on the face of this planet. I've had so many issues with them that I refuse to buy from anyone that uses them for delivery.
Yup, whenever I order anything I ask first to make sure they don't use FEDEX. For my business, we use Some FEDEX and never have a problem, so it must be the home delivery crew. The policy of having to sign is rediculous. Where I live, only deer or fox are around to steal anything.
post #19 of 20
Thread Starter 
Quote:
Originally Posted by Bonni
Okemo open in two weeks? We're about an hour away and have not even had a hard frost yet......:
I took that "tentative" opening date out of the Okemo webpage. However, doesn't look like it is going to happen though. It is suppose to get up to the fifties up there. Anyone from the Okemo area wants to chime in? I am itching to go, I have been wearing my ski boots for the past few days now waiting (no seriously...). The neighbors think I am crazy but what do they know?
post #20 of 20
You know i have used just about every delivery service out there UPS USPS Fed ex fed ex ground and have had problems with and truck fright lines. i have had problems with every one of them. when i was running the Gallery. My biggest head ache was shipping. It's one thing to loss a pair of skis with a value of a few hundred bucks. Try miss placeing a a 40'x60" Painting worth $12,000.00. I had a few sleepless nights over that one. There was the delivery company that charged an extra $100.00 to drop off a sculpting That I had already paid the shipping on . Boy did I get an ear full from the customer. we did send her a check to cover that bribe by the shippers. USPS has lost items UPS has taken 15 days to get a 3 day delivery done fed Ex and Fed Ex ground have all dropped the ball at one point or another. The only thing the customer cares about is that they get the item they paid for. As a merchant I have covered the cost of items lost then delivered late. That can create a big problem with credit card companies billing for an item then cancelling that sale then re billing for the same item can take 90 days ot more to get paid. I don't know how these big on line discount retailers do it, they must have a a ton of money floating out there to cover the cost of bussiness.
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