Holly Salsman, a Dartmouth, N.S., resident, has spent months trying to send a care package to her daughter, who lives in Missouri. “I was hoping for it to be there well before Christmas. It wasn’t just Christmas things, there were family pictures from when she came to visit us – she only comes up once a year – her baby book was in it so when it was taking longer and longer, I was getting worried it was going to get lost,” says Salsman. She sent the first box in September, and it was returned to her within a week-and-a-half. “Return to sender was not successful. I tried for almost a month to get reimbursed for that shipment and they said they wouldn’t reimburse it because it was a ground parcel,” says Salsman. She gave it another try with a different box but with the same contents. It was sent out on Nov. 13, and FedEx messaged her the next day. “FedEx contacted me and said they needed more information, which was the itemized list from the box which I also had taped to the outside. I gave them all the information. They said that was great. Then I didn’t hear anything, so I started following up,” says Salsman. Salsman says the issue began when FedEx requested more forms and information. Every time she sent them, something else seemed to be missing. “They asked for a broker number, and I was like, ‘How I get that? Please, just tell me what I need to send to you, I will get you whatever you need, just please don’t send it back to me.’ I filled out every form they requested. I filled out every form they requested, anytime somebody knew they contacted me I added it to the same email thread to make sure everyone was in the loop,” says Salsman. The most frustrating part for Salsman was the customer service. She feels she created a clear trail of what happened and is disappointed by the lack of help. She’s also upset she wasn’t reimbursed for the $160 she spent to get her package delivered, given it’s still at her house. “The closest it got was New York, where it was there for almost a week and I kept following up every day because I wasn’t seeing movement on it. I asked if they were missing anything, did they need anything and they said no and it cleared customs and it’s on the way,” says Salaman. She says she plans to ship this parcel with a different shipping company but is waiting until after the holiday rush. “I definitely won’t try shipping it until after the holidays again, things are slowing down and not as expensive hopefully,” says Salsman. FedEx wasn’t available for an interview but in an email the company said they are ready to deliver outstanding service this holiday season. “We continue to streamline the network to better handle large packages through various types of facilities, including those built exclusively to handle large packages and regional sorting facilities to minimize handling,” says Amelia Ables, FedEx senior communications specialist in a statement to CTV News over email. “We’re focused on maximizing efficiencies while meeting transit times and service standards.” UPS was also not available for an interview and did not provide comment. Canada Post sent an update over email, including the status on their delivery services this season. “The parties (Canada Post and the Canadian Union of Postal Workers – CUPW) have reached agreements in principle but have yet to finalize tentative collective agreements for signing. We are currently working on contractual language for discussion between the parties. As this process is ongoing,” says Lisa Liu, Canada Post media relations. They say they are fully prepared to support businesses during their busiest season. “Canada Post continues to manage its operations and network, commercial volumes are flowing – items can be inducted, pickups are under way, and we continue to process and deliver new items safely and quickly as we manage our network,” says Liu. For more Nova Scotia news, visit our dedicated provincial page
