FedEx Ship Centre

I went to pick up two packages. The facility was very clean and very modern. The staff was super friendly. Unfortunately, my package slip did not contain all the proper information, but the staff was super helpful, and many of them assisted me. It was a short wait before they corrected the problem and I was on my way with my packages. Thanks guys!

The two ladies at the front desk were very helpful. I missed a delivery and needed the package quickly. They let me wait a few minutes past closing inside for the driver to return, and got my package for me! Great customer service.

I've been using this FedEx centre, mostly to send work product to a publisher in another city in Ontario, for many years, and on all but two occasions I've been happy with the service. Today I was the second customer in (with a two customer limit), and waited. A second staffer appeared, and offered to serve me. She set about entering the details of my package into the database, asking me questions, and the other customer was replaced by a new one. This new customer said he was there to collect a package. Had he brought the necessary information? No, he left it at home. But he had received a phone call, and spoken to 'Lisa.' 'That's me!' said my staffer with a grin. And that was the end of her giving her undivided attention to me and my transaction. Moments later she actually gave up taking care of me altogether, and went down the hall to get something the other customer needed. Not wishing my head to explode, I leaned forward, pointed my face at the hallway, and turned up the volume: 'I think I'd prefer it if you would finish serving me before going on to the next customer, please.' A minute or so later Lisa returned with what the other customer needed and gave it to him. No apology; nothing. She finished my transaction. 'Debit or credit?' 'Debit.' 'There you go,' she said, handing me my invoice and receipt. I thanked her politely and left. I said there were two occasions. A couple of years ago a male staffer stopped serving me to go and pick up a phone that was ringing in another room, leaving me standing there waiting until he'd finished. What does FedEx teach its counter staff about customer service? Do the basics even exist? Because I get the impression that all the good ones I've encountered here over the years were simply displaying what they picked up (as one hopes everyone does) from their mummies and daddies, and not anything the company taught them in some weekend seminar. Perhaps the firm thinks it should be so innate that they don't need to teach it. If so, I'm here to tell them they're wrong...

Update. I'm pleased to say that FedEx Customer Service online replied to my complaint quickly and gave me to understand that they were taking it seriously. I believe them and, as I said, the aggravating experience was the exception, and have otherwise had only good ones here. For that reason I'm adding a couple of stars.