"The luggage arrived on time but was sent back to Oslo for customs verification. Despite daily calls to FedEx, agents provided conflicting updates and blamed Norwegian customs. For four days, FedEx offered no information on how I could get my luggage out of customs. Finally, FedEx claimed it couldn't deliver the luggage until after our cruise departed, forcing us to pay $1,237 for shipment of luggage which we didn't receive when we needed it."
"FedEx should have handled your customs clearance and provided accurate tracking updates. Its International Priority service guarantees timely delivery, contingent on proper documentation which you had. You used a third party called Luggage to Ship, which promises simple, reliable and affordable luggage shipping, according to its site. But a closer look at the Luggage to Ship terms reveals it is not responsible for shipment delays because of, among other things, customs delay, customs or carrier inspection."
"That let Luggage to Ship off the hook. It would be able to send your luggage to Norway, have it sit in a warehouse and return it without giving you a refund (at least, according to its terms). But FedEx is another story. It promises dependable service, and at the time of your cruise, it offered a money-back guarantee. (At the time I'm writing this, this guarantee has been revoked.)"
Two suitcases were shipped from Iowa to Norway via FedEx using a third party called Luggage to Ship. The luggage reached Oslo but was redirected for customs verification and remained stuck in customs. FedEx agents gave conflicting updates, blamed Norwegian customs, and provided no actionable information for four days. FedEx ultimately stated it could not deliver until after the cruise, leaving the shipper without luggage and out $1,237. Luggage to Ship's terms exclude responsibility for customs or carrier inspections. FedEx's International Priority offering had a money-back guarantee at the time, which has since been revoked.
Read at www.mercurynews.com
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