FedEx mix-up today
We had a FedEx mix-up today. I received emails from both Delugs and FedEx indicating my order was delivered. Only it wasn't. FedEx provided a cropped picture of my strap order in front of a white sidelight--too little context to determine if it was MY door. A plastic bag with an order for an unknown neighbor (it's a large sub-division) with a house number that is not similar to mine, was lying on my doorstep. I immediately emailed Delugs explaining the situation and opened a ticket with FedEx. My next move was to deliver my neighbor's parcel, with the LONG SHOT possibility that it could have been a direct switch. I located the address and there was a FedEx envelope leaned against the white sidelight (like mine) as pictured on MY FedEx email notification. I exchanged packages and returned home. In the 20 minutes that had lapsed, a Delugs customer service rep had already responded. Here is a portion of the email: "I’m sorry to hear that your order was not delivered to your address. I’ll escalate this to our team so they can coordinate with FedEx and look into the delivery. In the meantime, we’d be happy to arrange a replacement for you so you won’t have to wait for the investigation to be completed." That was precisely what a customer would like to hear. When I closed the ticket with FedEx, their response was to question my 2 star rating for their resolution team. Delugs anticipates the customers' needs. That is a company I will deal with.