Cut to the last week of June. I ordered two packages that were scheduled to be delivered on Thursday, and I paid for evening delivery. As has happened several times in the past, the packages never showed up as being on the truck to be delivered. So around 7pm or so I called customer service and started a paper trail, as well as started livetweeting the whole story on Twitter.
FedEx managed to get in touch with the local facility, who told them the package was out for delivery. The driver just hadn't scanned it when he left. ("Uh-huh," I told the poor customer service rep with more than a little skepticism.)
Cut to 8pm. No package. I called customer service again and asked to be transferred to the next level up (which I know by name by this point, which is somewhat sad). They transferred me, and the rep I was speaking to got in touch with the local station who told him it was still out for delivery and would be at my apartment by 9pm.
Cut to 8:20pm, which is the usual time for this happening (once again based on past experience). The FedEx website mysteriously said that the driver couldn't deliver the package because I wasn't home. I immediately called customer service again, but they couldn't get in touch with the local facility because they'd closed.
I explained in detail that this had happened in the past. They took all my info and promised the package would be delivered on Friday between 5pm and 8pm. I spoke with several people that evening as well as someone from the local station on Friday morning, all of whom promised I would get my package on Friday.
Cut to Friday evening, where I spent three hours sitting on the balcony and livetweeting my wait for the FedEx truck (with pictures, showing that I was in fact at home and on my balcony, which overlooks the only entrance to the building). I called customer service at 7pm, when the package was still showing as not being on a truck (again), and they got in touch with the local station again. Who confirmed that it was out for delivery. Again. "I'll believe it when I see it," I might have muttered under my breath.
8pm. No package. I tweeted that I was willing to bet money the package would mysteriously not be able to be delivered sometime between 8:15 and 8:30. Then I called customer service again. The person I spoke with did some digging and tried to get in touch with the local station, who again said it was out for delivery.
While I was still on the phone with customer service, at 8:20pm just like the night before, the package mysteriously couldn't be delivered because I wasn't home. Needless to say, the fact that I was on the phone with FedEx at that exact time was a bit of a clue that something odd was up. The rep I was talking with immediately tried to contact the local station again, but they didn't answer.
Apparently, they stop answering at 8:15pm. What a coincidence.
The (higher level, by this point) rep that I was talking with went above and beyond the call of duty. Not only did she give me contact information for the local station and provide me with their hours, so I could call them first thing Saturday morning, but she filed several official reports as well and promised to call me herself on Saturday since she would be working all day.
Cut to the next morning. I called the local station multiple times, and nobody ever answered. So I ended up calling customer service again (and asking to speak to the higher level from the beginning, because I was DONE by then), who managed to get in touch with the local station. Strings were pulled to make certain the package would be delivered by 5pm, and the rep I was talking with told me that he would also keep me updated.
So, basically, he and the rep from Friday night took turns calling me all day on Saturday with updates.
It hit 2pm. My packages finally showed as being on a truck out for delivery! This was the first time that message had ever shown up. I started to feel cautiously optimistic. (But still kept livetweeting the whole saga.)
5pm rolled around, with me not being able to do anything all day because I didn't want to risk missing the delivery. Still no sign of my packages. Needless to say, I made another call to customer service.
They contacted the local station, who was apparently well aware of who I was by then. "The package is definitely out for delivery!" they said. "It will be there by 8pm."
"... uh-huh," was my reply. "I've heard that before."
Cut to 8pm. Guess what? Still no package. "It's still coming!" they told me. "The local station just confirmed it!"
9pm. "It's still coming!"
10pm. "It's still coming?"
11pm. "... the local station swears that it's still coming?"
Just shy of 11:30pm, a car pulled up outside my apartment building. Not a FedEx truck. A car. With a guy wearing a FedEx shirt inside it. A moment later, there was a knock my door. And a very, very, very pissed off FedEx manager who lives down the street from me delivered my packages, ranting under his breath about how just how much trouble an employee of his was going to be in on Monday.
Basically, from what I can tell, what happened was this:
Both Thursday and Friday nights, the driver hit 8:15pm and instead of finishing his route (as he's supposed to do), he claimed no one was home when he tried to deliver any packages that were remaining on his truck. Then on Saturday, the driver (not sure if it's the same one or not, that part was a bit vague) pulled the same stunt but the local station was specifically watching for my package because I'd been making such a nuisance of myself the last three days. Which is why the manager literally delivered it himself on his way home from work.
... and that's why I will never again order from any company that only offers FedEx as a shipping option.