‘It’s not Chase’s issue’: California woman gets $3K delivery from FedEx. Then she loses it through a little-known loophole
A woman claims that a FedEx driver did not deliver her $3,000 camera. Now, FedEx is refusing to help her get it back.
In a video with over 9,600 views, TikToker and photographer Suyeon Lee (@suyeonleephotography) says that she ordered a $3,000 camera from Canon that was shipped via FedEx. According to her, FedEx marked the camera as “delivered,” even though it was not.
“I saw the FedEx truck from my window, heard the driver come up the stairs and was waiting by the front door,” she recalls. “I opened it when I heard his footsteps go away down the stairs. And when I opened it, there was no package anywhere.”
Soon after, Lee says she got an email confirming the delivery. The email showed her door, but no package. The package also required a signature; Lee did not sign anything. Consequently, she believes “someone else forged the signature, since I was present at the location the entire day.”
No One Wants To Help
Immediately after the driver departed, Lee contacted FedEx. Lee reported the driver’s name and station information and was told that the team at FedEx was “working on it.” A few days later, and with no additional contact, the company simply closed the case.
“[They told] me that I need to reach out to Canon, since FedEx is only contracted with Canon,” Lee states.
The TikToker filed a police report for the missing item. She also disputed the charge with her bank and reported it to Canon. However, she says, “But it will be four weeks before they do their own investigation internally.”
“So now I am out $3,000 and I do not have the product that I paid for,” she says. “I don’t have my camera that I need for my business, and no party has taken any responsibility.”
This lack of a camera has caused problems with her work, she says. Not only that, but she says that every attempt to resolve the issue with FedEx has led to a dead end.
“While FedEx promised me responsibility and clear communication, they have been nothing but manipulative and rude,” Lee states. “The customer service agents have been hanging up on my phone calls mid-sentence and more. And, I have all of this recorded.”
She closes by telling FedEx they need to “do better.”
Has This Happened Before?
Lee isn’t the first to allege that FedEx claimed to drop off a package they didn’t actually deliver.
On Reddit, one user said that FedEx told them their $2,000 computer was delivered and signed for when it, in reality, was not. Another user in that thread added that they experienced something similar with their $1,500 computer.
While Lee does not directly allege theft, there have been cases of drivers contracted with FedEx being caught stealing packages.
For example, two Florida men were arrested last year after it was discovered that the pair were marking packages as delivered, removing them from the FedEx system, then keeping the items.
What Should You Do In This Situation?
Dead ends of the kind described by Lee seem fairly common in stories of failed FedEx deliveries. Still, there are some steps that one can take to protect themselves and get their money or item back.
First, one can submit a claim on the tracking page for their item on FedEx. They can also file an additional claim if the first proves fruitless.
Second, they can file a police report. This not only shows that the item is missing, but it can also be supplemented with additional details like Ring camera footage or any other evidence you have of a potential theft.
Third, one can contact the shipper so they can initiate a claim with FedEx. This can take a while, as Lee’s experience shows, but it’s one of the main ways that this issue can be resolved.
Finally, they can dispute the transaction with their credit card. The FTC explicitly states that not receiving an order is a legitimate reason to dispute a charge.
“If you never got your order and the charge appears on your credit card statement, you can dispute it as a billing error. File a dispute online or by phone with your credit card company,” another FTC page reads.
In Lee’s case, she says she followed all of these steps. While the charge was disputed, she says she was informed by her bank “that the seemingly reversed $3000 is only temporary and they will most likely pull the charges back out again since it’s not Chase’s issue.”
The TikToker Has An Update
In an email, Lee said that FedEx has not reached out since redirecting her to Canon. Canon says that they have escalated the issue and that she will receive a response in 10 to 14 days.
Still, it seems she places most of the blame on FedEx.
“The package was sent as Direct Signature Required by Canon, meaning it should have only been signed for by me. My name is Suyeon Lee. On the FedEx proof-of-delivery PDF, it says ‘Signed by: PEM,’ which is obviously neither my initials nor my fiancé’s. So, someone else signed for it,” she says. “The proof-of-delivery photo is clearly my front door, so the explanation that it may have been delivered to the wrong address does not add up. The ‘obtain proof of delivery’ button doesn’t even work on the FedEx site, totally useless.”
Lee also says that FedEx claimed they attempted a delivery on Thursday, which is what they claim the photo is. Lee says she was never informed of this, if it is even true, and that the delivery was always scheduled for Saturday.
“Based on the timeline and circumstances, I believe the driver came to my door but did not actually deliver the package for whatever reason,” Lee theorizes. “There is simply no realistic way that, within the few seconds I heard footsteps outside, someone else appeared, signed for a direct-signature package, and left with it while I literally behind one door listening intently.”
Her Thoughts On FedEx
She then stated that her issue points to a bigger problem with FedEx.
“This delivery incompetence issue is so ubiquitous. You hear and see videos of FedEx’s notoriously unprofessional drivers all the time — and I’ve never once seen them own up to it,” she writes.
“More than the product, I think it’s so sad that FedEx has taken no responsibility to apologize or admit fault when any person with a logical brain can clearly see what happened here. It’s at best incompetence of their drivers, or at worst, forging a signature and stealing a $3000 piece of equipment,” she continues. “Either way, I feel like accountability has been completely avoided by Fedex. (Canon has been better, I guess.)”
“It’s certainly frustrating to see a large corporation prioritize protecting its image over addressing a situation that has directly impacted my livelihood,” she concluded. “I think one thing I can recommend for people in my situation is to call the police and file a report, and get that report number as soon as you can. I felt like companies started taking me more seriously after I provided them with that number to be added to the file.”
For their part, Canon U.S.A., Inc. provided a statement to The Mary Sue, reading, “Canon U.S.A. takes customer service very seriously, as our customers are always a top priority. We are actively investigating the issue and are in communication with the customer to determine an appropriate solution.”
Commenters Have Advice
In the comments section, users suggested other steps Lee could take in order to get the issue sorted out.
“Submit a complaint to Better Business Bureau and the TN State Attorney General with all your proof. (TN as their HQ is there),” wrote a user.
“Open up a small claims in small claims court and Sue FedEx immediately. You don’t need an attorney,” offered a second.
Others simply claimed that they had experienced something similar.
“The same exact thing happened to me with FedEx and a Dell laptop years ago,” said a commenter.
“This happened with my MacBook! They drove up to my house, acted like they delivered something and drove off,” recalled a third. “Apple replaced it but it was so stressful. I hope you get your camera.”
@suyeonleephotography @Soo | NorCal Photographer: UPDATE 2/25: just got off the phone with my bank and they just informed me that the seemingly reversed $3000 is only temporary and they will most likely pull the charges back out again since it's not Chases issue. Both of the other parties are telling me it's up to you, the shipper- @canonusa to now refund me. What more evidence do you need than, a letter from a fedex rep, no proof of delivery, signature that is not my initial, a witness, and a police report? I called CANON, on Monday 2/23/26 and talked to a one of your reps named Lia/Leah. Canon, this is your chance to do the right thing. Please help in expediting the process. PLEASE REPOST: @FedEx marked my $3000 camera as “delivered” when it never was. On Saturday 2/21, I was tracking the package religiously since 1) I was so excited and 2) I was scared because of the value of the item. I saw the truck from my window, heard the driver come up the stairs, and was waiting by the front door. I opened it when I heard his footsteps go away. There was no package anywhere, and shortly after, I got a delivery confirmation email that it was “delivered.” The proof photo I have from the driver is a photo of our front door with no package. Canon sent it as “signature required,” and someone else forged the signature. I immediately contacted FedEx since I just saw him drive off and I remembered the driver’s name and station information from the tracking page. An escalation manager reassured me I would hear back “any moment” once the call disconnected because I had all the evidence. I have not heard from Fedex since. ,and today @fedex closed the case and took no accountability—telling me that I need to reach out to Canon since FedEx is only contracted with Canon. I filed a police report right away on Saturday and added it to the FedEx case. I disputed the claim with my bank, and now my chargeback is pending. I reached out to @canonusa, and they have also opened a case, but it will be 4 weeks before they do their own investigation and come up with a resolution on their end. Now I am out $3000, and I do not have my camera that I need for my business. No party has taken any responsibility. I simply do not understand how difficult it is for them to GPS-track my package again to see where it is. I have the NAME AND THE STATION of the employee. While they promised me repercussions, they have been nothing but manipulative and rude—customer service agents hanging up on my phone calls mid-sentence and more. I have this all recorded. I need answers, and I need a fast resolution. Do better @fedex. #fedex #fedexthieves #takeresponsibility #fedexdriver #fedexdelivery ♬ original sound – Soo | NorCal Photographer
The Mary Sue reached out to FedEx via email, Canon via email, and Lee via email.
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