FedEx Cross Border used to have very helpful customer support, however, this isn't true anymore as all of the helpful staff have moved to other companies. As a result, it means that there isn't much to like about FedEx Cross Border.
I think I was really pushed to name anything that I like about FedEx Cross Borer it would be the thought of changing to a different supplier and not having to deal with them. Review collected by and hosted on G2.com.
Everything.
FedEx Cross Border used to be P2P, however, the independent company (P2P) was bought out by FedEx Cross Border. All of the good staff that helped make P2P (now FedEx Cross Border) to work so well left (or realistically the entire team was headhunted by Hermes).
What happened was that the amazing customer account managers and support that you used to get with P2P, the high level of reliability in the service and the actual answers that you would get to questions stopped happening.
FedEx Cross Border blamed everything for this (COVID, etc.) but realistically they never once kept any customers updated on what was happening (I was previously a P2P customer and wasn't even told about the fact the company I was using to ship hundreds of parcels each month had changed its name and staff).
My old account manager was disappeared in a manner that made me think she'd fell out with the Chinese government and then her replacement had no contact with me. In fact I found out she was on maternity leave 6 months after she'd had the baby - I wasn't even aware she was pregnant and soon to be going on maternity leave 😂.
The "client services" team that you need to deal with is abysmal, you get faster and more human like responses from a chat support bot. If you send them an email with any kind of support request then after a few emails you can literally copy/paste the exact answer they will respond to you with from a previous email, because all of the answers are "canned responses".
All of this could be put down to a level of bad customer support, that wouldn't be so bad if you never had to contact customer support - again, unfortunately that is not the case. A vast majority of parcels that are sent with FedEx Cross Border will go missing. Well, I can't say that they are missing as FedEx Cross Border will never admit that - it would mean that they need to pay compensation.
If a parcel has not been delivered then they will simply state "that shipping lane is having some delays, please wait a few weeks and contact us directly". Seriously, thats the answer to everything. I have a parcel still "delayed" from a year ago.
So, as I said earlier: EVERYTHING. I dislike [Hate] everything about FedEx Cross Border. Review collected by and hosted on G2.com.
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