My wife and I shipped two suitcases from Iowa to Norway for a cruise using FedEx (via Luggage To Ship).

The luggage arrived on time but was sent back to Oslo for customs verification. Despite daily calls to FedEx, agents provided conflicting updates and blamed Norwegian customs. For four days, FedEx offered no information on how I could get my luggage out of customs.

Finally, FedEx claimed it couldn’t deliver the luggage until after our cruise departed, forcing us to pay $1,237 for shipment of luggage, which we didn't receive when we needed it. We contacted FedEx executives using your site’s contacts but received no response. We also sent a letter. We’ve kept all emails and call transcripts.

Why did FedEx fail to communicate clearly or resolve this? Are we entitled to a full refund? — T

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