Since March 27, 2025, I have been trying to resolve an apparent miscalculation in the import duty charged by FedEx on a shipment.
Welcome to my thrilling 100+ day adventure into the mystical world of FedEx customer service, where every email is a shot into the abyss, every "5-10 business days" is more of a loose lifestyle suggestion and “your case has been escalated” is the corporate equivalent of “thoughts and prayers.”
Since March 27th, I’ve been politely (and then increasingly less politely) asking FedEx to check their import duty calculation, which seemed to have been dreamt up by a tax-loving squirrel on espresso. What followed was a surreal email relay race featuring no fewer than 15 FedEx employees, multiple promises of responses “within 24 hours,” and the introduction of the legendary CQL number, which no one could define, find or agree on, but was apparently the key to the universe.
My case has been escalated so many times it’s now orbiting the moon. At this point, NASA might be better placed to handle it than FedEx.
So, dear internet: If you've recently paid import duty through FedEx, maybe just maybe give that number a little once-over. Or twice-over. Or start emailing now and let me know if you get a reply before 2026.
And if anyone at FedEx is actually out there blinking twice from behind the layers of auto-replies and ticket numbers please, I beg you: rescue my poor little query from the shadow realm. It’s been wandering the FedEx dimension since March, cold, confused, and repeatedly told “someone will be in touch.” I don’t need a miracle just an adult with access to the duty calculator and the will to use it.
Meanwhile, if you're enjoying the saga or you've had your own FedVex moment, come commiserate or just check out what I actually do over at www.OWTravelProducts.com
#FedExFail #ImportDutyOdyssey #EscalatedIntoTheVoid
For reference, I have compiled and included a timeline of events to the best of my knowledge.
09/07/2025
Ahmed@FedEx tells me the matter will be resolved
09/07/2025
I email Ahmed@FedEx to say this has been promised many times before
09/07/2025
Ahmed@FedEx says the matter has been escalated and I will get a reply in 24 hours
09/07/2025
I email Anas@FedEx to say I still don't have a reply
03/07/2025
I email Jonathan@fedex and I ask why it will take so long after waiting so long
03/07/2025
Jonathan@FedEx emails saying review/amendment can take a minimum of 12 week
3/7/25/2025
Faith@FedEx replies to say she is trying to get a response
03/07/2025
Anas@FedEx says that my enquiry is being addressed
03/07/2025
I email Anas@FedEx to say that I will have to escalate the matter
03/07/2025
Anas@FedEx says that I will get a reply within 24 hours
03/07/2025
I email Shaimaa@FedEx to say that I have now been told to wait another 12 weeks
03/07/2025
Shaimaa@FedEx says today isn't over yet and the relevant team will be in touch
30/06/2025
I email Ahmed@FedEx to tell him I have been waiting for months
30/06/2025
Ahmed@FedEx says he will resolve the matter
30/06/2025
I email Sarah@FedEx to give her a reference number I received
30/06/2025
Sarah@FedEx says she has escalated the case
30/06/2025
I explain that I do not know what this CQL number is
30/06/2025
Shaimaa@FedEx tells me to double check my messages for a CQL number
30/06/2025
Contacted FedEx via Facebook
28/06/2025
I email FedEx requesting reply
28/06/2025
I email Helal@FedEx to explain that ukinvoicequery@FedEx.com do not reply to emails
28/06/2025
Helal@FedEx tells me that I haven't provided a CQL number and I need to contact ukinvoicequery@FedEx.com to get a CQL number
28/06/2025
I email Shahd@FedEx and provide a CQL number
28/06/2025
Shahd@FedEx explains what a CQL number is
28/06/2025
I email Rawan@FedEx and ask what a CQL number is
28/06/2025
Rawan@FedEx asks me for a CQL number
28/06/2025
I email Beshoy@FedEx that I emailed the address in March
28/06/2025
Beshoy@FedEx asks me to email ukinvoicequery@FedEx.com.
27/06/2025
I email Ibrahim@FedEx that I emailed the address in March
27/06/2025
Ibrahim@FedEx asks me to email ukinvoicequery@FedEx.com.
27/06/2025
Online form questioning duty. Reply promised in 5-10 business days
27/06/2025
Attempt to email Alun Cornish
24/06/2025
I email Claire@FedEx to say that I have not had a reply
24/06/2025
Claire@FedEx replies to say she is sorry and that she has escalated
24/06/2025
I email Faith@FedEx to say I need a reply
24/06/2025
I email Faith@FedEx to say I need a reply
10/06/2025
Faith@FedEx replies to say that my case is being looked at
10/06/2025
I email Faith@FedEx to say I haven't had a reply
05/06/2025
Second shipment arrives with Duty correctly calculated
21/05/2025
Faith@FedEx says she has raised a customer query and will get back to me in 7-10 days
10/04/2025
Someone at FedEx gives me a web enquiry form link to use as the person said ukinvoicequery@FedEx.com don't usually reply
09/04/2025
Automated FedEx reply promised in 5-10 business day response
09/04/2025
I email FedEx requesting reply
09/04/2025
I email FedEx requesting reply
02/04/2025
Automated FedEx reply promised in 5-10 business day response
02/04/2025
I email FedEx questioning Duty calculation
02/04/2025
I email FedEx requesting reply
27/03/2025
I email Fedex questioning Duty calculation
27/03/2025
Invoices arrives