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The apology video elicited some sympathetic comments and was made on the same platform where the mistake was first revealed: YouTube.
Three days after a dissatisfied customer’s YouTube video caught a FedEx delivery man behaving like Bad Santa, FedEx has issued a formal response on the video-sharing platform.
“As the leader of our pickup and delivery operations across America, I want you to know that I was upset, embarrassed, and very sorry for our customer’s poor experience,” said Matthew Thornton III, the senior vice president of U.S. operations at FedEx.
Thornton said FedEx had met with the customer, resolved the issue, “and the customer is satisfied.” He also said the monitor-tossing employee is no longer working with customers.
“While we consider employee information private, I can assure you we are working within our disciplinary policy, and the employee is not working with customers,” Thornton said.
The apology video, which currently has 84,000 views, has elicited some sympathetic comments from viewers. Many commenters are satisfied that FedEx owned up to its mistake—and on the same platform where that mistake was first revealed.
“These are the kinds of responses we should be getting from corporations, especially the ones that service us directly like Fedex. Great Job!” wrote TotallyL337.
“Hey Netflix. This is how you treat customers,” wrote djgyuhdd.
Lauren Rae Orsini is a web culture reporter who specializes in anime and the business of fandom. Her work has been published by Forbes and Business Insider.