I am writing to formally raise a serious concern regarding a shipment containing critical electrical instrumentation that I ordered from China, which was dispatched via FedEx AWB-772761045818. After the shipment cleared Indian customs and all duties were duly paid, it was forwarded to Hyderabad for final delivery.
Given the importance of this equipment to our ongoing development work, we were closely monitoring the tracking status and had held back essential testing procedures in anticipation of its arrival. To our dismay, on March 22, 2025, at 4:17 PM, the tracking status was unexpectedly updated to reflect Delivery refused by recipient. This claim is entirely false. At no point was delivery refused in fact, we were actively awaiting the package with all necessary arrangements in place to receive it immediately.
After repeated attempts, I managed to speak with a customer service representative, who acknowledged the issue and assured me that the shipment would be delivered later the same day. Unfortunately, this promise was not fulfilled.
The situation further escalated on March 24, 2025, at 11:25 AM, when the tracking information falsely indicated Delivered. No delivery was made, no package was received, and no proof of delivery such as a signed acknowledgement was provided by the delivery agent. This strongly suggests that the package has either been lost or potentially misappropriated. The delivery was reportedly handled by your local partner, Delhivery, who has thus far failed to provide any reasonable explanation or resolution.
This experience has caused significant disruption to our project timelines, financial loss, and substantial mental distress. It is deeply disappointing to encounter such a lack of professionalism and accountability from a reputed global logistics provider. While FedEx has demonstrated reliability in other regions, this unfortunate experience raises serious concerns about your operations and service standards within India.
Key Observations and Lessons:
1. FedEx, while dependable internationally, has proven to be unreliable in the Indian domestic context.
2. The local partner Delhivery has shown gross negligence and unprofessionalism, providing misleading information and failing to offer any effective customer support beyond superficial chat assistance.
This matter is not only unacceptable but also calls for immediate investigation. I request a thorough review of the case, retrieval of delivery records including any POD(Proof of Delivery), and appropriate compensation for the lost goods and consequential damages.
In the absence of a satisfactory resolution within a reasonable timeframe, I reserve the right to pursue this matter through formal legal channels.