My atrocious experiences with the FedEx website and iOS app

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iOS & iPadOS

Frankly I am at a loss for words at this point. The FedEx website and iOS app are virtually unusable with voiceover. Furthermore, they are just plain designed badly, even buy sighted usability standards. As someone with web development knowledge myself, it’s obvious whoever designed these tools is inexperienced and poorly trained. They took all kinds of shortcuts in creating these tools and broke some very basic UI design guidelines. As a result, having not been home for a recent delivery turned out to be the worst mistake I possibly could have made, because apparently rectifying the situation is nearly impossible using the website, the app or even speaking with one of their useless customer service agents. This company really needs a top down overhaul of all it’s customer service practices, including usability of the website and app, especially for blind customers. The specific problems are too numerous to name right now but I’m curious if anybody else has had such awful experiences with FedEx.

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Comments

Submitted by J.P. on Sunday, September 9, 2018

While not the best, I usually have no issues. I had one issue 2 updates ago when it deleted my delivery instructions. I had to do security questions again, locked me out of my account. Asked me how old my dead grandmother was!!
The adding secondary address area needs work. Confusing wording.
UPS is way way worse. I contacted the CEO. I was working with executive office for a month. Gave a laundry list of inaccessible area of app. They labeled the camera and fixed the fact that you couldn’t accept TOS. Then told me they are working on it. That was 3.5 months ago.
The USPS app and Informed are accessible, but this is an area of apps that needs improvement. I don’t see that happening without a lawsuit.

Submitted by Bruce Harrell on Sunday, September 9, 2018

I may be getting shippers mixed up, but I just received a fed ex package a few days ago without any incident at all. I use Safari on my Mac to get tracking updates. These days, it's pretty easy. Just go down a few headings, and there I am. Haven't tried it with IOS.

Submitted by That Blind Canuck on Monday, September 10, 2018

Well, I haven't delt with UPS, FedEx or USPS often, but when I did, at least for UPS and USPS, haven't had much issues. Here in Canada, I've had a lot of success with Canada Post, although their app has stopped working entirely on iOS 11 and I have let them know about it.

After years of using multiple apps from various carriers, found one app to rule them all. It's called "ParcelTrack - Package Tracker" and, besides a couple of buttons that are not labelled, the app itself is pretty accessible. I use it for tracking packages from a wide range of carriers, including Canada Post, UPS, USPS and FedEx. I am not saying that we shouldn't keep sending carriers emails and asking them to improve accessiblility, but when it comes to having several apps for tracking packages, I am glad I found one app that does it all. Just thought I would pass it along.

Submitted by Chuck Winstead on Monday, September 10, 2018

I feel you with the FedEx website.
Then again the few times I've ordered products that ended up shipping with FedEx. I've been on campus, or at home. So I haven't had much of a need to call.
Website wise. Yes it needs work.
Chuck