I would like to share a frustrating experience with FedEx and to seek your suggestions.
My company recently shipped a lab instrument to a public institute in Spain, a process we’ve successfully completed many times in other countries via my company's business agreement with FedEx-Swiss Post. However, this shipment took an unexpected turn.
FedEx Spain requested that the institute pay the customs fees via their online platform within one week by credit card. The institute, as a public entity, explained that they required an invoice to process the payment and could not pay directly using the online platform.
At the same time, I received an email from FedEx Switzerland warning that if the payment wasn’t completed by December 16, the package would be returned, and my company would be charged for the return costs. The tone of the message felt almost threatening.
Both the institute and I engaged in daily communication with FedEx Spain and Switzerland, respectively, and they assured us the invoice would be issued. However, the invoice wasn’t sent until December 17, and the package was shipped back the same day, leaving no time for the institute to process the payment. Even more frustrating, the invoice listed the wrong institute name.
This mishandling has placed both my company and the institute in a difficult position. There was a project deadline, and timely delivery was critical. Now, my company is also bearing additional costs for the return shipment, and shipping it back.
In their last response, FedEx stated there was nothing they could do and suggested, "We recommend that the recipient in Spain create a FedEx account. This will make the process much easier." No responsibility was taken, and no apology was offered.
I’ve had problems with FedEx in other shipments, but none as critical or as poorly handled as this one.
If you’ve faced a similar situation or have advice on how to navigate this, particularly on actions to take to protect consumers in Switzerland, I would greatly appreciate your support and suggestions. Thank you!
#FedEx #Logistics #Shipping