Shocking customer service.

I was not aware that I was to receive a package. On 3rd Of Jan when I had cellphone reception I got a message that a delivery person was at the gate of the complex. On the 4th I received another message. I attempted to phone the the number but only voice message. I sent a text to the number telling them that I would be back on the 5th of Jan 2021 and they could deliver. I had no response and sent another message on the 7th, no response. Meanwhile I sent a mail to customer service. They could not help me if I did not have a tracking number. After locating the person in Malaysia that sent the parcel, I sent the customer service a copy of the invoice that was sent to me from Malaysia. Attached our e mail correspondence:

From: Peter Dekker [mailto:***] Sent: Monday, January 4, 2021 9:29 AM To: Customer Service South Africa (MLZ2HWB) <***> Subject: [EXTERNAL] Undelivered Package

CAUTION! This email originated outside of the organization. Please do not open attachments or click links from an unknown or suspicious origin. I received a text from a delivery person on the 31/12/2020 for delivery at my house at No 4 Palisades, 819 Koedoeberg road, Faerie Glen, Pretoria. I am on holiday and will only be back tomorrow. The number of the person that sent me the sms is: ***. I sent a message to this number. Could you please arrange for the parcel to be delivered tomorrow. Unfortunately I do not have a tracking number.

Thank You Peter Dekker.

Sent from my Huawei phone The Reply: From: *** Sent: Monday, 4 January, 2021 1:09 PM To: *** Subject: RE: [EXTERNAL] Undelivered Package

Good day

I need the tracking number to assist with the request / query.

Regards, Lebo

From: Peter Dekker [mailto:***] Sent: Wednesday, January 6, 2021 5:59 AM To: Customer Service South Africa (MLZ2HWB) <***> Subject: RE: [EXTERNAL] Undelivered Package

Lebo

Please find the tracking number: MY***

Attached also a copy of the invoice.

Could you please advise on delivery.

Regards

Peter Dekker

From: *** Sent: Wednesday, 6 January, 2021 9:51 AM To: *** Subject: RE: [EXTERNAL] Undelivered Package

Good day

Kindly see below

Regards, Lebo

" THE "BELOW" MENTIONED IN THIS MAIL IS A SCREENSHOT FROM UPS TRACKING SYSTEM INDICATING " PACKAGE NOT VALID" "

My reply: From: Peter Dekker [mailto:***] Sent: Wednesday, January 6, 2021 10:01 AM To: Customer Service South Africa (MLZ2HWB) <***> Subject: RE: [EXTERNAL] Undelivered Package

Lebo

I must say this service is unacceptable. Why not get hold of the delivery guy that was at our house on 2 occasions and ask him to call me in order for us to arrange the delivery.

Regards

Peter Dekker

From: *** Sent: Wednesday, 6 January, 2021 2:12 PM To: *** Subject: RE: [EXTERNAL] Undelivered Package

Good day

I will not know who the driver is, if there is no tracking number.

Regards, Lebo

My final mail to customer service:

Lebo

I can not believe this is the kind of customer service I am getting from a renowned courier company. It is actually shocking that I get these type of responses. From the beginning I told you I was not aware of the package and I had to try and get information from Malaysia (which now you also have) So at the moment you have the invoice from Malaysia, my name, my telephone number and my street address and addition to this the delivery person was at my house. Now with all this info you are your systems cannot or will not do a bit of additional effort to assist a customer.

Please state then specifically that you are not prepared to assist me and I can pursue other means of locating this package.

Regards

Peter Dekker

In addition to this I attempted the customer service phone line. After several attempts and waiting to speak to an agent for 10 minutes, the person I spoke to seemed to try and help, but said it would take some time and he would call me back. He has never called back. Needles to say I still have not received my package and no further correspondence from UPS