All delivery companies occasionally mess up, including FedEx - they aren't perfect. That said, the customer service at this location is great. I ordered a phone from Xfinity Mobile and wasn't home to sign for it, so as per the notice I came here the next morning to pick up my item (a Saturday, so another delivery attempt wasn't going to made until Monday). When I got there right at opening time as the first customer of the day I was disappointed to find out the employee could not find my item and she was like "oh it's on the truck to deliver again" although as per the FedEx website it was here ready for pickup and wasn't going to get delivered til Monday. I left frustrated, but an hour later I got a phone call from a number I didn't recognize. I don't usually pick up my phone but I did and it was the employee at this FedEx location who informed me she'd found my package and was so sorry that she told me earlier that it wasn't there that she was willing to bring it to me on her own time after work. I politely declined and picked it up on my lunch break but that's unheard of. We all make mistakes but how we own up to them and fix them is what matters. Unfortunately I'm terrible with names so I don't remember her name but that employee at this location deserves a raise because she truly cares about her customers which is unfortunately quite rare these days. read more

There's private parking out front and next to the center. If you want to make sure your packages get out in time, this is a great location as it is a ship center. The people here have always been super friendly and professional. read more

Service was great! Clerk was quick and friendly and my packaged got shipped where I needed it to go in timely fashion

I went to FedEx yesterday because my package was stored there and due date delivery was on Monday which is 4 days wait time but lady said sorry but the package is locked in a container box and can't get it out until Monday. So if your package arrives early and stored at FedEx facility, don't expect to go get it early since it will be locked in a container box until delivery due date. read more

Fed Ex is pathetic! They didn't deliver within the window they gave me. They came 190 minutes outside the window and left only a message saying they were unable to deliver! LIE!!! There were two people in the house waiting for the package. Now they say they'll deliver tomorrow "by the end of the day." Bunch of clowns! Use DHL or UPS!!! I'd give FedEx minus 5 stars if I could!!!! read more

The station is great, HOWEVER, the driver assigned to Mill Valley will say he tries to deliver after never coming near where I live. Frustrating missing packages! read more

Employees are very knowledgeable and polite. They're also very helpful and help me with my packing and shipping needs.

This place is the WORST with customer service. Really, I have packages that are there for days before a 'delivery attempt' knowing full well it's bull crap. Don't know if it's the drivers or management but all are to blame. I try my best to avoid having packages shipped via fed ex and I never ship myself. Support your local post office! read more

I do not recommend them you're better off going with any kind of delivery service but them they say it guaranteed delivery there's six days late and they don't even know where my package is and the package is worth over $5,000 and they're saying it's not their problem now they give me the runaround cuz nobody wants to accept responsibility I asked him how do I file an insurance claim with this they say it's still not their problem not the responsibility I asked the doctor the manager they say we don't have a manager or supervisor at this location this is the worst the rip-offs thieves this is the kind of place you want to make go kaboom read more

This gets one star, because there's no lower rating. You may think that it's a FedEx driver's job to deliver your package, but if you're on the route that I'm on, apparently they only deliver door tags. This may have to do with the TEN STAIRS leading up to the door of my building, which are apparently the most difficult terrain to traverse in all of Marin. Packages weighing more than 2 pounds never make it up those steps of doom. Only the door tags do. So you have to go and pick up your packages yourself. OK, make me drive to your office to pick it up, that's what I pay for when I have something shipped FedEx. The door tag informs you that, "for your convenience, this location has extended hours for package retrieval" - they're open until 8, rather than the standard 7pm close time. Which is helpful. Or would be, if they ACTUALLY STAYED OPEN THAT LONG. Instead, I arrive at 7:50, and there's no one there. Front office is locked, lights off. I can see one window with a light on, and someone sitting at a table or desk, doing, apparently, nothing. So thanks, FedEx, for that amazing service. Now you've made me come to pick up a package that your driver won't carry up a short flight of steps, and failed to have staff that can stick around for the hours posted. Had this been an isolated incident, I wouldn't have posted this review. However, this is the third time. After talking with neighbors, they've experienced the same thing. New year, new start - This office start over, and try hiring people who actually do their jobs. read more

They will not let you talk to a customer service representative. I will never and encourage all friends and businesses to never use FedEx. UPS is much better. read more

Horrible service . I went with a very small package to see how much was to send it . Fort the guy toll me that the zip code was incorrect and after that they toll me 130 dollars . I was back two days ago to send it . with the same zip code and now they want to charge 220 hundred dollars . I don't know What wrong with the person in costumer service . But definitely need more experience and be more knowledgeable. the guy does know how explain why they toll me different price two days ago!!!! read more

I was sent a return label and told to bring in via mobile phone... dragged a big office chair in a box into the location, where I was told they will not print the label and ship for me. Not only was I told this, I was given some serious attitude by both the rep and the manager. Totally unacceptable... help yourself out and go to the office on Grand St in San Rafael, where I was treated like a human being and all was made right. F these guys. read more

I always go in there for my Ebay items and they package my stuff for me. The post office doesn't do that. Better than waiting in line at the post office for over 40 min. And They get it shipped on time. People should stop complaining. Because as an Ebay seller when you don't get your shipment on time its usually the sellers fault not Fedex. Though it is nice because there is never a line when I go in there. read more

Dylan did not deliver a bike box to San Rafael as promised...super bad experience all around (see my grand ave review) UPS from here on out read more

Paid for next business day delivery, I got it 3 business days later. Couldn't get it the first day because they didn't want to open the shipment container with my stuff in it so they left the code "business closed" on my tracking info. Second day, I got a delivery door tag to pick it up on site. Third day, I had to drive to site to pick up. Why pay for the extra service? This place should be shut down. This is the third and last time this will happen to me. read more

Bad service. Confusing website that doesn't do what it says it does. Poor customer service. Hard to get help in any way at all.

It's been a crazy year and even more so during the holidays and these people still have the greatest attitudes when dealing with customers. I the lines went out the door both times I came here the week of and week before Christmas. Each time I went, the person who helped me went to the back to look for my package that was in transit and never showed any sense of not wanting to do their job even though I know for a fact that's what they'd been doing the past few weeks. The second time I went they actually found my package! So I just wanted to say thank you to the hardworking people at this location, you're very much appreciated! read more

The worst service I've ever experienced with mail. Let's tell the story. A few months back I was waiting for a chewy box (dog food). I was confused when the box said delivered via FedEx but I never received it (its always come to my doorstep). Days went by and I called chewy for another box. I later found it was dumped at my open, unmonitored, unsafe mail area along with 30 other packages. Not only was it wet from morning dew, but it was opened by rodents. I complained to my regular driver and he said it had to be a temp driver because he would NEVER leave packages here. Fast forward to yesterday. Im walking my dog and I WATCH HIM leave 6 packages in that same location. This mail box has been broken into and packages have been stolen multiple times here. I told him this and he replies "well thats funny cux I've never gotten any complaints" which is BULL because as you can see I've personally spoken to him before. He continues to tell me this has never been an issue so I got his name (Emanuel B., FedEx) and he tells me he works at this shipping center. So here I am, FORMALLY COMPLAINING. I have also called the 1800 number and complained and the other tenants who overheard our conversation not only thanked me when he left but also said they would be complaining. The 1800 numbers response was "well where do you suggest packages get left" like its NORMAL to dump everyone's packages in one spot like a free for all. Your job is deliveries, maybe you should actually DELIVER the packages to the doorsteps like everyone else, or utilize the HUB like UPS does. read more

This Fedex center has the worst customer service I ever seen. The front desk agent was really nice and helpful, the supervisor was totally incompetent and not willing to help at all. Pass your way, don't go there... read more

The driver that delivers to our address in Strawberry needs to be investigated by FedEx. He's 2 for 2 with packages from Neiman Marcus. TWICE in one year he's claimed he's delivered. The first time I was on the phone with the dispatcher 9 times in one day waiting for him to "be there in 30 minutes". I sat a waited on my porch 4 times that day, a total of over 2.5 hours of my time, and he never arrived, yet kept telling the dispatcher he had already come by and I wasn't home. Finally, I saw him run across the way to my neighbor's door and quickly scribble a note and attach it to their door, then he came over and knocked on my door and claimed he hd been going to the wrong house, proceeded to point across the street and say "See? I put the note on their door." I told him I had spent 2.5 hours on my porch and never saw him come by, there wasn't a note on their door a mere 10 minutes ago (but didn't want to say I saw him just put it there). No apology, no eye contact given to me as I spoke to him and looked at his face. He quickly shoved the package in my hands and ran off to his truck. Now today, months later, another package from Neiman Marcus was updated in the system as "delivered", yet I did not receive it. After a long call with customer service who could only say "it says it was scanned and delivered at 1:36pm" and open an investigation on their end, I am left wondering if it's the same dishonest driver from earlier this year pulling the same stunts. We were home all day. We received two packages from OnTrac at 2:30pm, and never saw anything from FedEx. It's so upsetting. Christmas presents for my fiancé and best friend were in there and I simply don't have the energy to go through the same thing I did last time again right now. You must hold your drivers accountable of every package they claim to deliver. Maybe a system where they snap an image of the delivery or a signature is always required needs to be put in place if they are prone to saying they've delivered a package and customers keep saying they didn't receive it. read more

So apparently you can't ship ground packages in 'Express' packaging anymore. Nor can international shipments via ground be picked up by a normal FeEx route, because they don't have the proper bar-code scanner (!?) therefore, I have to swing by this center to drop off international ground packages from time to time. I usually set stuff on the counter and run. The people seem nice to me. read more

Terrible customer service and exorbitant prices. The worst service I ever got at a shipping center. No, really. I was the only customer there, and it took them forever to process my order. Ok, I can deal with that. But, on top of that, they were totally MISLEADING ABOUT pricing. Use them at your own risk. Alas, I needed to ship something quickly. I am never using them again. read more

Really slow customer service, I was so close to walking out. He didn't even acknowledge people waiting to say he would be right with them.

Took to much time, big company and just one employee on the front desk. Shame on you FedEx.

I had to do an overnight legal document today, on the Saturday before Xmas. It was critical that it get to Arizona on Monday morning. This place was packed full. I cannot over emphasize how helpful and pleasant the staff were, real troupers. They handled the crowds with great ease and made it a surprisingly pleasant experience. read more

FedEx is a disgrace. They consistently fail to deliver on guaranteed services. Do not use FedEx if you want a package delivered on schedule. read more

No it wasn't delivered. I had to drive five miles to this center go get it. Because the driver was too lazy to come to the door. Horrible customer service Fedex! Super rude at this pick up office. I will use anyone but Fedex from now on. Mark read more

Ugh. OK so the ladies at the counter are very nice, so this review isn't for them. This review is for FedEx. We've had 3 separate incidences where we are home all day waiting for a package and it never arrived. AND we didn't get a not on the door. However, the online update says that they tried to deliver and we weren't there. They claim we have a security system (which we don't). We just live on a steep street that the driver doesn't want to come up. Funny, UPS and the post office have no problem with our street. If I every have a choice, I will not use them again. We've even specifically requested shippers NOT use them. read more

Very disappointed in your service. My Xmas package arrived at the San Rafael facility last Tuesday days before Xmas, yet it was not delivered. 7 days later we call and are informed the package is waiting for us to pick up Funny, I thought you were a delivery service We were told the San Rafael office was opened today until 7pm. We asked again about it being opened and we're told it was open. So we decided to go because it was probably the only way we would ever get our package. To do your work for you. Well the San Rafael facility was closed all day today. So tell me, How would you honestly rate the quality of your service? read more

This office should be condemned and shut--the service would be better. They apparently cannot read the delivery tag that says the "customer" paid for custom delivery and they are unresponsive to their own central Customer Service people who promised they would return a call. Now a perishable shipment sits in their warehouse over a weekend and one has to go through a complicated procedure dealing with the Revenue Department to get a refund of the custom delivery charge. Plus there is absolutely nothing that can be done except to write this review. read more

I'm in the middle of a big move and I've been really stressed about the logistics/cost of shipping. Camilla helped me ship some boxes today. She was really friendly and super helpful. It was such a relief to have one less thing to worry about!! read more

Staff is not very friendly. Service is not great. Felt like I was at post office.

They are extremely slow here and no one appears interested in fixing this. It is like the DMV. It takes 10 to 15 minutes per person.

This is about FedEx delivery people. I sent a legal document from Reno to Phx. It HAD TO GET THERE the next day so I paid the "Priority Overnight" rate. I advised my atty that it had arrived at his law office at 9:45 am the very next day. He never rec'd it. I was then told by FedEx the delivery driver DID NOT have to deliver inside the building. RIDICULOUS! Why pay $35.00 + to a company if they don't make sure it is delivered? Though I did not ask for a signature, I would think a PROFESSIONAL delivery company would make sure it gets inside. STUPID me for thinking otherwise? I guess. I sent it AGAIN but used UPS. They ALWAYS get a signature for a business delivery & do not charge extra. Thank goodness for a professional outfit like UPS that knows how to provide a premium service. read more

This place is absolutely horrible. They do not have a phone number.. so you can't call and talk to somebody!!!! You can only drive down there to speak with somebody!!!!! Worst customer service ever! read more

The FedEx box at 149 Redwood Dr. San Rafael CA was picked up early on Wed. February 4,2015. Pick up time for this location is 4:45 PM. I went to drop off two Express envelopes at 4:30 PM. There was a hand written door tag, "Picked up 2/4". I have called and emailed twice. No one has gotten back to me. BAD SERVICE! read more

I had a time-sensitive urine test sample that had to be overnighted. FedEx was suppose to come to my house between 9-5pm - no one showed. At 5pm I called the 800 number to find out what was going on. They said that the dispatch office couldn't get in touch with the driver but that the driver would still be coming for pick up today. Fearful since it was 5pm, I rushed in rush-hour traffic - took me an hour - from Mill Valley to the FedEx this FedEx location in San Rafael. When I arrived there the guy at the front test said it was too late and the truck had left for the airport. When I asked to speak with the manager he said I could wait half an hour as the manager was busy sorting other peoples medical packages for delivery. 1) So if the truck had left why was he sorting it such a frenzy he couldn't come talk to me. 2) Other peoples packages are more important than mine. 3) FedEx is filled with inept people - no one showed at my place, the two people I spoke with on the phone lied to me saying someone would show, couldn't tell me what time the driver would show could have been midnight, didn't tell me that the fedex location wouldn't be able to take my package as it was after 5; the front desk guy wouldn't get the manager and was extremely unhelpful. Wonder if the manager will call as I requested? Wonder if the sample is ruined? If its salvageable, wonder if it will get to fedex tomorrow? The prep for the test was $$$ and detailed and painful to do. I would expect more from Fedex, its not like I was getting a pizza delivery. This is real business and they should act like it! read more

I HATE FedEx, at least in our area. Every time we are forced by some company to use FedEx (we would never do so voluntary), it is a total nightmare. First off, it's not fast. I remember when FedEx opened, offering a premium service for fast delivery at a steep price. While they've kept the steep price, the service if far from premium, and pales in comparison with the US Postal Service. We ordered some custom Christmas cards three weeks ago in order to make sure we got them early since we are going out of town. While FedEx says the package shipped on 11/23, it still has't arrived seven business days later. My wife and I have both waited all day at home for important packages, and at the end of the day, a slip is stuck on the front door, claiming that they tried to ring the bell, even though they didn't. At that point, it gets shipped to one of a variety of locations with seemingly no rhyme or reason. and it takes days to track down. This has happened countless times at this point, and every time FedEx "delivers" to us. I ordered a laptop, which I need for work by a certain date, and this whole process happens. This is the allegory of privatization: businesses offer alternative services to government services, claiming above all EFFICIENCY. This is even being done with public schools and prisons. After a short period of comparative efficiency, the service drops completely, while the price stays. read more