Unacceptable service by UPS

A package that was shipped to me by UPS from Europe arrived in South Africa on the 7th December. It was scheduled to be delivered to me on Monday, 10 December. Today is the 13th December, and I still have not received it.

I have contacted the call center on Tuesday and Wednesday to follow up, advising them that I needed the parcel latest on Wednesday at 5pm. The reply I got on both days was, "Ma'm, you know that the parcel is out on delivery for today, right?"

This, after the phone was answered by 3 different unfriendly operators who speak so soft and sound so tired and annoyed when you call, almost like I am doing them a disservice by calling.

I was assured by Ntabiseng on Wednesday at around 15h40 that the matter will be escalated to the delivery department so that the driver can know it has to be delivered today. I still have not received my parcel.

I don't understand how I can live within a 15km radius from the airport in Kempton Park, as well as the UPS office, but my parcel manages to drive around in a vehicle for 3 days without being delivered. Is there no meaning to the word "URGENT"?

It is shocking, especially since I work in the logistics industry myself, and I understand turnaround times. It is something my company takes pride in, but then I need to deal with this type of service from an international service provider?

It is shocking.