Before the holidays, I ordered a stackable bamboo wine rack. It was originally supposed to be delivered on Christmas Eve Day, but as of Christmas, the tracking said it would be delivered on Boxing Day. Nope. Then the tracking said it was delivered on the 24th. Nope. We don’t have “porch pirates,” and if it had been delivered to a neighbor, that person would have either brought it by, or given me a call to let me know to come pick it up.
So, eventually, I contacted Wayfair to say it never arrived, FedEx wasn’t very helpful tracking it down for me, and requested a replacement. No problem getting a replacment. Unfortunately, the replacement arrived two days later, along with the one that sat in a depot for at least a week. *groan*
Contacted Wayfair customer service to explain the situation, and said I needed to return the replacement. The rep said she would arrange for a pickup at no cost to me, and to watch my email for further instructions. Although I never did receive a follow up email, a UPS driver showed up this morning to pick up the package. After verifying the sender and recipient info, the guy took the package, peeled off the pre-printed label, stuck it on the box over the old one, and handed me the receipt. Considering that all this happened around the holidays, followed by a weekend, the whole process went remarkably smoothly.
Kudos to Wayfair, both for customer service responsiveness, and for choosing UPS for the return instead of FedEx, after I explained that I’ve never had problems with UPS mis-delivering, or losing packages they claim had been delivered, the way FedEx does as often as not. I’m far from the only one who’s been having problems with FedEx. There are entire threads on Nextdoor devoted to FedEx mis-delivering packages, etc., not just within my neighborhood, but with other neighborhoods/towns within about a 10 mile radius.