UPS SCS South Africa JHB

An order was placed on 2 January 2025 to Daniel Wellington.

correspondence of the order was received in South Africa. My wife received a notification from UPS stating that her package had arrived in South Africa and that it would be dispatched from their Kempton Park warehouse to my address. On Thursday the 9th of January 2025 she contacted UPS to follow up on delivery as it had passed 48hours since their notification of delivery. The customer service agent she spoke to notified her that Daniel Wellington had given them an incorrect contact number and that was the reason for the delay because they (ups) were struggling to get hold of her. He then corrected her contact number and assured her that her parcel would be out for delivery the following day.

On the 10th of January she received notification from UPS that her parcel is missing. She contacted their customer service again as she was confused how and when the parcel got lost, since the agent she spoke to assured her and confirmed that her package would be sent out on the day.

Sadly she was received by rude and extremely impatient customer service agents that not only didn’t give her clear information but gave her attitude and continued to lie about what had happened to her package. She was forced to escalate the matter to Zwelibanzi Mchunu who to her knowledge is the Customer Service Manager for UPS. Mr Mchunu followed in the footsteps of his team and sold her more lies and false promises. He further told her that the issue started with the fact that Daniel Wellington does not use our correct numbers and instead uses a generic number for all their South African customers.

I’m very disappointed by UPS and how they treat their customers and how they treated my wife. As we sit now her parcel has been declared lost and she was told in not so many words that this is not a UPS problem and that she should take it upon myself to reach out to Daniel Wellington for a refund or replacement.

I’m confused as the package was lost by them but now, she is the one who has to do all the admin without any direction. We do not even know if she is contacting the correct Daniel Wellington department.

Mr Mchunu and his team lack empathy for customers and treat us like we are the ones at fault when they are the ones who lie and deceive us. They lack accountability and respect. No apology has been made from their side and unfortunately now they have clearly stated to my wife that the matter is not their problem and that she must basically see to finish with the next steps.

Mr Mchunu failed to even provide her with correct contact details at first and told her to go to the Daniel Wellington website and source it herself. Only after she told him that there is no contact info did he then give her the *** email.