Online shoppers across metro Atlanta are anxiously checking their doorsteps for long-delayed packages to arrive in time to place their gifts under the Christmas tree.
Georgians are reporting significant delivery delays with FedEx packages routed through the company’s Austell distribution center where, in some cases, boxes remain for weeks at a time. Some have derisively dubbed the center “Lostell” and say they’ve experienced issues linked to the facility year-round. But it’s especially stressful during the gift-giving season.
“Every single thing I’ve ordered has been moving along fine, until it got to Austell. Now we’re weeks past due,” said Sara Poteat French of Dallas, Georgia, in a recent Facebook post. “This is beyond frustrating.”
A FedEx spokesperson issued a statement acknowledging the delays from the Austell facility and said the company is “working tirelessly” to get packages to homes before the holidays.
Complaints have poured in on local social media pages, where people are venting their concerns over confusing delivery status updates and the lack of explanations about their shipments. Shoppers say they are missing everything from Christmas toys and gifts to car parts and home furniture.
Similar criticisms have cropped up around the country as retailers rush to fulfill mounting online orders during the busy holiday season. Order deadlines to receive packages by Christmas Day are rapidly approaching.
Danesa Steele, also of Dallas, Georgia, has been waiting for Christmas gifts to arrive. But other important packages have been missing since before Thanksgiving, she said in an interview with The Atlanta Journal-Constitution.
Her daughter is getting married, and they have yet to receive wedding invitations that need to be mailed out. Steele said her dress for the special occasion got stuck at the Austell facility for so long that the company from which she purchased it reimbursed her.
But most urgently, she needs a medication refill for her 10-year-old dog, who is under palliative care. The package has been stuck at the Austell facility, she said.
“Anything through that Austell location is just sitting,” Steele said. “There’s just major things sitting there, but again, the only thing I really care about that can’t be replaced is the medication.”
She worked with the retailer to have a second delivery sent out when the first got stuck, but said both packages are now missing. She said she’s reached out to customer service and through the proper channels to get a resolution but hasn’t been able to get help yet from FedEx.
“It’s just so frustrating that you can’t get an answer,” she added.
FedEx did not respond to questions about what is causing the problems in Austell but issued an apology.
“We sincerely regret any inconvenience caused by delays in the areas serviced out of our Austell facility and appreciate our customers’ patience as we implement contingencies, including securing additional delivery resources, to deliver these packages as quickly as possible,” the statement said.
The U.S. Postal Service also has faced intense scrutiny and severe delays this year. Federal lawmakers at a hearing this month grilled Postmaster General Louis DeJoy over on-time delivery rates, which U.S. Sen. Jon Ossoff said are worse in Georgia since a new distribution center opened in Palmetto.
For those worried about packages arriving by Christmas, fear not. USPS shipping deadlines start Dec. 18, and customers can pay extra for faster shipping options up to Christmas Eve.
For FedEx customers, the last day to get packages by Christmas Day via ground shipping is Friday, Dec. 13.
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