FedEx Ground says it’s making progress on shipments; customers disagree

Posted at 9:40 PM, May 07, 2020
and last updated 2020-05-07 23:24:27-04

HAMPTON, Va. – The FedEx Ground distribution center in Hampton is still dealing with the growing backlash from customers.

Clarence Haggard said he’s been waiting on his package for nearly two weeks and has been hitting dead ends with representatives.

"I’m very frustrated,” said Haggard. “I think it’s bad business. That’s bad business. What they’re doing is bad business.”

Last week, cellphone video sparked outrage on social media when it showed several packages piled up outside the hub. The following day, they were moved under a tent. On Thursday, News 3 found hundreds of packages under a much larger tent.

David Westrick, a spokesperson for FedEx Ground, said the backlog is a result of the COVID-19 outbreak. The center saw a surge in the number of orders.

One week later, Westrick said the center is making progress.

Westrick sent a statement Thursday:

I can report that the station is making progress in restoring service levels through the support of additional package handler and driver resources deployed from other FedEx Ground stations and service providers in the region. We appreciate our customers’ continuing patience and encourage those with concerns to check back periodically with customer service through for status updates.
David Westrick, spokesperson for FedEx Ground

Lauren Harris of Smithfield has been waiting more than a week for a car seat she needs soon before her baby arrives. She said she’s unable to get answers from FedEx.

“It’s just the same thing,” Harris said. “No one ever calls me back. They put me on hold forever. It’s just a little frustrating and stressful.”

Tammera Missel of Smithfield went through the same thing. She finally got one of her packages a week after its delivery date and is now waiting on another.

“I don’t want to go through all those headaches again,” Missel said. “I still never got a phone call from FedEx, and that’s absurd.”

News 3 also followed up with another customer, Ray Miltier, who said his box was empty when it finally arrived last Thursday. He said he has now been credited for that package but is still waiting on another from that order.

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