FedEx Ground — Local services in North Salt Lake

TL;DR: This location is an endless black hole of nonsense.

My boyfriend ordered some extremely fragile and expensive video equipment from Canon's website. He requested it to be signed for to make sure it was delivered to him and only him. The tracking updates were smooth sailing until it hit this location.

The package got delayed by a few days until we eventually got an update that it was delivered but not signed for (it claimed Signature Not Requested, which was not only incorrect, but the exact opposite of our delivery instructions). We immediately contacted FedEx to open an investigation and made no progress with customer service, at all, for multiple days. The only thing they told us every time we contacted them was, "The investigation is ongoing. We'll contact you with updates."

I personally learned by talking to an employee who works inside this warehouse that the package under that specific tracking number was 'somewhere in the building' and either hadn't gone out for delivery at all, or it somehow got mis-scanned somewhere along the line.

The next day, the exact same tracking number was assigned to the exact same package a second time. Tracking number #1 stated Delivered, while tracking number #2 (which was, again, the exact same tracking number as #1) stated Pending. I talked to the same employee as I had the night before, and learned that it still hadn't left the building, but it was now assigned to a specific delivery truck so FedEx at least knew where it was supposed to go.

When the second tracking number eventually updated, it got marked as Delivered and Signed For. Well, it definitely had not been delivered and neither me nor my boyfriend signed for it. It wasn't on our doorstep, in our mailbox, or at the leasing office, and we were both home at the time it was supposedly 'delivered' so we would have been available to sign for it. There was no reason it should have marked as Delivered. Twice now, there were no attempts made to adhere to our delivery instructions. We started to wonder if our package had been stolen by a driver.

I checked with the aforementioned employee again the next day and learned that the package was STILL in the warehouse. I was referred to a different employee, a manager who worked in the Local City department, looked it up, and saw that it was assigned to a different truck than it had been the day before. He told me that, theoretically, it should arrive that day because that truck was scheduled to go out in just a few hours. He also said that, just in case, he would tag that package with a notification that it NEEDED to be delivered straight to our door and that it NEEDED to be signed for.

We finally got the package about 12 hours later, delivered correctly, after a rollercoaster of misinformation and digging for answers that regular customers don't have access to.

No one I talked to had any clue why the tracking updates were so weird. They just shrugged it off like it was normal, because that's just how things go around here and nobody is surprised...

To preface, we have packages shipped to my work all of the time and they are usually late or delivered to the wrong suite. This is a long time coming, here is the reason I'm giving them 1. I had a business package ship early Thursday the previous week with an ETA of Tuesday before end of day. Package details never updated past Saturday saying it was in Rawlings and in transit to North Salt Lake. Monday it still said it was in transit but had the same delivery date so I updated a client letting them know it would be here Tuesday. I got a notice from FedEx Tuesday morning reminding me it was going to deliver before the end of the day, however it still said in transit. I checked again around 1 PM but there was no change. I called FedEx and was assured that their scanning system had been recently having issues updating correctly and that the product would be to me before the end of day. 2-3 hours before they closed I got an email message saying my order had been updated to deliver on Wednesday with no prior notice or outreach. I called FedEx again and expressed my frustration as not only had their site been telling me it would deliver Tuesday but their employee I talked to earlier as well. I was forwarded to someone higher up who explained that it had just arrived in North Salt Lake, it wouldn't be available to pickup Tuesday as it wouldn't be offloaded until Wednesday, and that technically it was not their fault as they had 4 business days to deliver my product and they don't count the day it was picked up as a business day even though they had it before the afternoon. As this was a package that had to be signed for I had to reschedule my entire day to make sure I was at my business for extended hours Wednesday,as well I had to make additional phone calls to explain to the client why I wouldn't be able to get it to them until Wednesday. My package did arrive Wednesday afternoon, but the boxing was damaged and the delivery guy didn't even notice the giant hole in the side of the box. He supposedly updated it to mark it as damaged after I'd signed for it but I highly doubt he actually did anything. Luckily it was packed very well with multiple layers of protection so everything worked when I turned it on. FedEx is completely unprofessional, I have never had any problems with UPS or Amazon delivering to my business place before but it's constantly screwing up when they deliver to me. I wouldn't even give them 1 if I had the option, if they screw you over just remember it isn't their fault; somehow it is...

DO NOT USE FEDEX. I wonder how FedEx is still in business. This isn't an isolated incident, everyone I know has nothing good to say about FedEx. Just read the reviews for that matter. You're job is to ship from point A to point B, and make right what you cannot honor. Not once has any promise from the FedEx call center overseas been honored, including "guaranteed delivery dates". They will not allow me to pickup my package myself since they are obviously not capable of doing it themselves. They will not offer compensation or a refund even though I'm loosing money every day this package is late. It's not like I'm waiting for a book, clothes, a new phone, etc... I'm waiting for a motor for a vehicle that is now dead in the water because FedEx cannot seem to figure out how to honor their promises. So I'm loosing money and waiting everyday until 8pm only to hear "rest assured" from the script they're reading from. The package is now 6 days late, just sitting in North salt lake, they can't even display a delivery date, it is listed as "pending". So why can't I pick it up myself? I'm not sure who is running this facility, if anyone, but the package had a smooth transit up until it hits utah and then it hits a brick wall. Please for the sake of your packages and sanity, DO NOT USE FEDEX. Not another dime will go to this company, they lost packages of customers, sent packages to an entirely different city, and offer no alternative options to make it right because hey we're just another dollar to them. Luckily this package is not medical supplies or other essential items that someone needs urgently, because we would be told to take a hike and await delivery by 8pm everyday for about a week. Everyone I know and all my customers will now be referred to USPS, UPS, even OnTrac are all better options and seem to actually run a successful business. UPS had a package here in 2 business days with the cheapest shipping option and have never lost a package. The FedEx drivers however, seem to be actual people doing their jobs and I have no complaints. They have been more helpful than anyone else I've spoken to in the company. 1800-Go-Fedex representatives are about as useful as a slice of moldy bread. Don't bother. If any FedEx suits are reading this "rest assured" I'm doing my part to make sure not another person spends another dime on this company until the Utah facilities are rectified. Thanks for nothing and there goes $145 that should've been...