FedEx specially delivers doll that was stuck at a local shipping facility after pleas to “Free Willa”


MANCHESTER, Vt. (NEWS10) — Updated 10 a.m. “Willa,” the American Girl Doll that Santa ordered for a local mother’s 9-year-old daughter has been “freed” and delivered to their Vermont home from the East Greenbush FedEx distribution center.

Rachel called NEWS10 with the update early Saturday morning. She said the East Greenbush facility called her at about 8 a.m. with the good news that Willa would be delivered Saturday after she feared her daughter’s doll would not make it in time for Christmas.

Joeman Eugenio, an independent contractor for FedEx made the trip up to Rachel’s Manchester home to make the delivery.

The two took a selfie and exchanged a hug.

There are now only three days left to get packages delivered in time to make it underneath the Christmas tree.

Rachel told NEWS10 ABC previously that while she fully understands there are bigger issues in the world and that the holidays come with headaches, she’s just really starting to get fed up with FedEx. She said for a massive corporation that specializes in shipping and delivery, they should have a better plan for this time of year.

She came out with a plea to free “Willa,” the American Girl Doll that Santa ordered for her 9-year-old daughter. It’s was stranded at the East Greenbush distribution center until Saturday morning.

She made the purchase on November 29 with an expected delivery date of December 18. She was notified in early December that it had been shipped out from Texas.

On Monday, it had reached Middletown, Conn., and then eventually made its way to Syracuse. On Wednesday, it had reached East Greenbush. Rachel, who lives in Manchester, Vt., said Friday it’s was two days post-delivery date and not only was there no sign of Willa, but the tracking data had also come to a halt.

“There was no longer a delivery date. It said pending and the shipping company will update you when a delivery date is available,” said Rachel.

She has tried calling FedEx but continues to hit dead ends and is unable to speak with anyone in the East Greenbush facility until they reached out to her Saturday morning with the personal delivery.

The doll was custom made down to the eyes, hair color, outfit and name, so she’s also unable to go pick it up in a store.

“This is what little girls dream of and think Santa will deliver it,” said Rachel.

NEWS10 was able to get in contact with someone from FedEx Media Relations. We shared with them Rachel’s frustrations and passed along her tracking number and contact information. They followed up with this e-mail:  “Thank you for your call today. I have referred these tracking numbers to our customer service team so they can work to resolve this issue.”

They went on to acknowledge that Rachel is certainly not alone.

“FedEx continues to experience historic package volumes as holiday shipping deadlines are upon us. We appreciate our customers’ patience as we work closely with our local service providers to implement contingencies, such as securing additional resources, to ensure holiday deliveries are made as soon as possible.”

Copyright 2020 Nexstar Broadcasting, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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