FedEx apologizes for careless 'FedEx Guy' on YouTube

After getting his 21 seconds of fame on YouTube, the "FedEx Guy" isn't going to be delivering packages for quite a while.

 

Federal Express (FedEx) has apologized for the incident, with the head of its pickup and delivery operations posting a video apology online.

 

"Along with many of you, we've seen the video showing one of our couriers carelessly and improperly delivering a package the other day. As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience. This goes directly against everything we have always taught our people and expect of them. It was just very disappointing," said Matthew Thornton III, senior vice president for US operations.

 

He was referring to the incident posted on YouTube where a FedEx courier tossed a Samsung monitor over the fence of the customer.

 

The accompanying YouTube post indicated the customer, goobie55, was at home at the time with the front door wide open.

 

But Thornton said he has met with the customer face to face and they "already have a replacement monitor at no cost to them."

 

"They have accepted our apology and say they are fully satisfied with what we've done in response to this unacceptable delivery.  They've made it clear, though, that they prefer not to be identified in any way, and in this case as always with customers, we fully respect their privacy," he added.

 

He also said the courier's behavior "absolutely does NOT represent the professionalism and dedication of the 290,000 FedEx team members worldwide."

 

On the other hand, Thornton declined to say what sanctions had been imposed on the employee, saying FedEx protects both the privacy of customers and employees.

 

He would only say FedEx takes this matter extremely seriously, and had initiated disciplinary action while respecting privacy concerns.

 

"Without going into detail, I can assure you that this courier is not delivering customer packages while we are going through this process," he said.

 

"This matter is an unfortunate exception to the outstanding service FedEx team members deliver every single day.  Our customers know and value that service. We have been doing this almost 40 years, and if we weren't doing it right, we wouldn't have gained the widespread respect we have enjoyed," he added.

 

Learning opportunity

 

Thornton also said they are now using the incident as a learning opportunity.

 

He said the video has been shared "internally" to "remind everyone that every single package is important to you, our customers, and that actions like this are totally unacceptable."

 

"We are also going to build this into our training programs as a constant reminder of the importance of earning -- and keeping -- your trust with every single delivery.  We hope that you, like the customer involved in this incident, will see it as an unfortunate exception that proves the rule that our company cares for its customers," he added. — TJD, GMA News