Never send anything through UPS. Their service is super bad!!!!!!!!!

My wife was repatriated from Dubai a week ago. Only 20kg luggage was allowed on repat flight. She sent the rest of her luggage with UPS to be delivered in Cape Town. They promised delivery in two weeks. It has now been 3 weeks and apparently her suitcase is held by customs or UPS. No communication from them inspite of calling them 3 times already. This morning I waited for 30 minutes for the phone to be answered without any success. still not answered. When I try to phone now, it says that the telephone is unattended.......***? we just want my wifes clothing to be delivered? UPS service stinks!!!!