Do not use Fedex International Mail Service (at least for Spain)

[maria]

My book was shipped (according to an e-mail received from the customer service) on December 3rd. Tomorrow the maximum delivery term will have elapsed, mypublisher has credited the amount to my visa and I have not received the book, which is a Christmas present.

Can you please detail what are the solutions available to get be book in time by 25th December? I have highly recommended mypublisher to many people which have ordered many books, but this time I am really disappointed with the service.

If Fedex is not delivering on time with FIMS, mypublisher should not offer this shippment alternative.

[mypublisher]

HI Maria - we will certainly take this issue up with the FIMS representatives. I am so sorry about that. I have been told that it can take up to 16 business days for FIMS. Unfortuantely at this state there are no shipping methods available to the EU that will enable your book to arrive in time. Hopefully the original order will be delivered soon! I am very sorry.

Sincerely,
MyPublisher

[maria]

Effectively, the post has been delivered but my book was not there. No comments. It would have been advisable that if mypublisher knew that an international delivery via FIMS could take up to 16 business days during holiday season you should of have advised it in your website, so this is no excuse.

I will be placing my order again with a two day delivery to get the album before new year's eve. However, this is the last time I will be using your service and will discourage people from doing so, as the solutions you have offered have been totally discouraging.

Regards, María

[mypublisher]

Maria I do apologize but we explicitly state in the shopping cart and on our website how long this delivery method can take. Once the book leaves our facility there is very little we can do. It's in the carrier FedEx's hands.

[maria]

I don't understand your reply as your webpage does not set out 16 days delivery but:

FED ground delivery

6 to 14 business days

Monday - Saturday delivery

[maria]

Here is mypublisher's customer service reply to my e-mail. I think mypublisher does not understand the issue. They are responsible, not for the delivery, but yes for the delivery information provided in their website.

They should have advised that (i) shipment can take 2 more business days more in holiday season and (ii) Fedex is not responsible for the delivery, as it is sent by ordinary postmail. If you provide for this information in your website with no disclaimer in your terms and conditions, I assume you are responsible for its accuracy.

"Dear Maria,

I am very sorry, the package is with your local mail delivery system, with Federal Express International Mail the package is not trackable. I am very sorry for your frustration and the confusion. The Fed Ex International PRIORITY is trackable only for overseas shipping. I am hopeful you will receive your package, keep a sharp eye out for it with your mail delivery system".

Best Regards,
Customer Service Team

[mypublisher]

Hi Maria - I have gone ahead and credited you for your order. I am sorry about the shipping. We do our best to communicate this information up front. I do not see that you have placed another order with 2day FedEx in the system...

Once again, I do apologize but FedEx has been incredibly backed up over the holiday system.

Sincerely,
MyPublisher

[maria]

I have placed my order now: Order #R584970 Information

Hopefully I will get the order on time for New Year's Eve.

Many thanks for your help, as the customerservice have been really reluctant!

Once agains, many thanks for your attention.

Regards, Maria