FedEx Fumble, Best Buy Bungle Spur Rare Apologies

Two of the biggest household names in delivery and retail, respectfully – Federal Express and Best Buy – doled out public apologies this week as humbling events presented public relations crises for both.
Best Buy is still dealing with widespread costumer blowback after online purchases made as long as a month ago won’t be delivered in time for Christmas.
The senior brass of Federal Express issued a statement apologizing to the general public, and one customer in particular, after a YouTube video went viral (6 million views and counting) and even made the late night, talk show circuit.
Through a hidden cam, it shows a FedEx deliveryman hurling a boxed plasma television over a gate and into the customer’s front lawn, without any attempt at opening the gate or ringing the bell. The customer was home at the time.
The customer, who remains anonymous, has been thoroughly compensated, and the FedEx employee, also unidentified, has been rightfully disciplined, said Matthew Thornton III, senior vice president of U.S. Operations for FedEx Express.
“I know you recognize that this absolutely does NOT represent the professionalism and dedication of the 290,000 FedEx team members worldwide,” Thornton said in his statement. “It is one person and one package. While many people are publicly speculating about what will happen to the employee, FedEx takes care to protect team members’ privacy as well as our customers’ privacy.”
Richfield, Minnesota-based retailer Best Buy issued its own apology via e-mail sent to FOX 9 in Minneapolis.  The world’s largest consumer-electronics retailer canceled some customers’ online orders after it ran out of popular merchandise.  It was unable to fulfill some November and December online orders, including Black Friday deals.
“Due to overwhelming demand of hot product offerings on BestBuy.com during the November and December time period, we have encountered a situation that has affected redemption of some of our customers’ online orders,” Best Buy said in the emailed statement. “We are very sorry for the inconvenience this has caused and we have notified the affected customers.”
Best Buy was apparently overwhelmed with the online demand for discounted products as the retailer sought to compete with online giant Amazon. The growth rate of Best Buy’s online sales has been significantly outpacing that of its in-store sales.
Best Buy’s community forum is buzzing with discontent.

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