1 reviews | Active since Oct 2012
Rather use the SA Post Office - Much faster and better customer service (no jokes!)
With all the means to your disposal, try and avoid this company. We were once visited by an account executive to open an account with UPS since we do a lot of imports. But usually the couriers are initiated from the foreign entity and this was explained to me by them, that they won't open an account and that imports initiated form overseas is a huge burden to UPS and that this wastes their time. None more evident is that in this case.
Our import parcel has now been in SA for a month and is still not delivered 1Z03YF***... parcel was held for physical inspection, was booked for 13 Oct. This was never done and there was no feedback until they decided to really have the inspection done on the 24th of Oct. No feedback from UPS for another week where after I was informed that the inspection did not show the correct contents of the package as described in the commercial invoice. By the way, I was never informed of the commodity codes that they used to do the clearing, and therefore the packaged was not cleared correctly. Since last week Friday they have release of the package but refuse to deliver in fear of a customs fine which may be imposed and which they feel we will not pay. Most probably because they know they are not supposed to clear the packages without the customer's instructions.
In the meantime our customer has cancelled the order, I don't blame them... and now we have to try and sell highly specialised equipment in the midst of a pandemic in a country in recession. The last representative (I'm working my way up the hierarchy ladder) who is the supervisor of the supervisor (Clint Neilson) promised to call me back yesterday, I'm not even surprised he hasn't called back two days later. Absolute terrible customer service.
Thank you for writing to me in the third person. Please be aware of the facts:
1. The Package contains 2 items: AMG grille (for vehicles with 360deg camera) as well as a AMG grille badge.
2. UPS proceeded to clear the shipment without our knowledge or input or enquiring on the correct HS headings to be used. UPS is very aware that this is the correct procedures and by law are not allowed to clear shipments without the importers instructions. The description on the seller invoice may have been ambiguous, therefore the importer needs to enter a commercial invoice - this you never requested from us.
3. After the inspection there obviously was no camera found, as there was never any camera imported. Customs would not have looked for a camera if UPS did not incorrectly declare there was a camera in the package. Again, easily avoidable if the Importer was consulted before clearing the shipment.
This situation would have been avoided if UPS followed the correct procedures. Instead of blaming Customs (I'm sure customs is just as useless and lazy as UPS) rather look at your own procedures and systems.
I have discussed the above with Clinton Neilson, who acknowleded this. I believe you should make yourself aware of all the facts before replying again. Bottom line is we still do n to have our shipment and UPS are still not doing everyting getting this package delivered. I was informed yesterday by Thabang Konayo that you have received clearance and that this package will be delivered today. Yet it is still in Kempton Park and was not sent down to Cape Town.
It's obvious that UPS is not a customer service driven company. The only written replies I receive is on public forums where you appear to care about public opinion and on top of that misconstrude the reality of the situation.
Regards,
Johan
Thank you for writing to me in the third person. Please be aware of the facts:
1. The Package contains 2 items: AMG grille (for vehicles with 360deg camera) as well as a AMG grille badge.
2. UPS proceeded to clear the shipment without our knowledge or input or enquiring on the correct HS headings to be used. UPS is very aware that this is the correct procedures and by law are not allowed to clear shipments without the importers instructions. The description on the seller invoice may have been ambiguous, therefore the importer needs to enter a commercial invoice - this you never requested from us.
3. After the inspection there obviously was no camera found, as there was never any camera imported. Customs would not have looked for a camera if UPS did not incorrectly declare there was a camera in the package. Again, easily avoidable if the Importer was consulted before clearing the shipment.
This situation would have been avoided if UPS followed the correct procedures. Instead of blaming Customs (I'm sure customs is just as useless and lazy as UPS) rather look at your own procedures and systems.
I have discussed the above with Clinton Neilson, who acknowleded this. I believe you should make yourself aware of all the facts before replying again. Bottom line is we still do n to have our shipment and UPS are still not doing everyting getting this package delivered. I was informed yesterday by Thabang Konayo that you have received clearance and that this package will be delivered today. Yet it is still in Kempton Park and was not sent down to Cape Town.
It's obvious that UPS is not a customer service driven company. The only written replies I receive is on public forums where you appear to care about public opinion and on top of that misconstrude the reality of the situation.
Regards,
Johan