By now, you’ve likely seen the customer video of a FedEx delivery man nonchalantly tossing a computer monitor over a fence — it’s been watch more than 4.4 million times since it was posted on Monday. The video is an appalling confirmation of all our worst fears concerning shipping; that our stuff isn’t safe with the very people entrusted to get it to our front doors. That when we aren’t looking, our possessions are being kicked, tossed and otherwise abused.
Well, FedEx has heard the cries of outrage loud and clear. The company issued a video apology yesterday, explaining that they are well aware of the video and its implications. They are taking the matter “very seriously,” as they should.
“Along with many of you, we’ve seen the video showing one of our couriers carelessly and improperly delivering a package the other day,” writes Matthew Thornton III, FedEx Senior Vice President of US Operations, in a letter that accompanies the video. “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.”
Many have wondered the fate of the offending delivery man. Thornton says they have taken “disciplinary action,” and that the driver is no longer working with customers, whatever that means.
All-in-all, we believe FedEx has handled this public screw-up superbly. By being open and transparent with its customers, by going to them directly with an appropriately forthcoming apology and explanation, by not trying to sweep anything under the rug, the company has done all it can do to regain any lost trust that many have resulted from this PR fiasco.
Still, we can’t help but think installing some video monitoring equipment to keep watch on our doorstep wouldn’t be a bad idea.
Watch the apology video below. We’ve also included the offending video beneath that: