Very unhappy

Our package worth ±R33 300 wash shipped from the UK on 6 June 2023 and as of today (30 August 2023) we’ve still not received it.

UPS first contacted us on 8 June and asked for our company’s importers code and VAT number which we provided on the same day. On 12 June we received the COD letter from UPS with the amount we needed to pay, and seven days later (19 June) we confirmed that payment was made by our finance department. On 20 June we sent UPS the official proof of payment (POP). This was only eight days since we received the COD letter and the amount payable. After numerous emails enquiring on the status of our package, we received no response.

On 20 July I eventually reached the COD agent by phone and was informed that we did not pay in time and the package was sent to the state warehouse. They also informed us that we would have to pay a R5 000 fine for them to retrieve the package. I would like to highlight that we provided the POP within eight days since we received the COD letter and within exactly 14 days since the package was shipped from the UK (before it even entered SA). This was after UPS instructed us telephonically that we need to pay within 14 days (which we did).

UPS insisted that it was our mistake, and we were forced to pay the fine “or else the package will not be released”. Today I again enquired about a possible ETA just to be told “it is a lengthy procedure to retrieve the package”.

I’ve personally sent 18 emails and have phoned numerous times. UPS almost never respond to and email. I have to phone them every time. When I ask the switchboard to put me through to the relevant parties involved, there is always an excuse (either on leave, in a meeting, not in the office, etc.). I’ve even contacted their managers directly via phone and email, and even they did not respond. This (almost three month) delay has resulted in our company being forced to stop the project which has severe ramifications.

I’m writing this review out of desperation, not only to warm potential UPS customers but also in an attempt to establish contact with a manager which can actually help me.