Scores reflect the Overall AI Score for each category
Based on recent customer reviews, United Parcel Services in South Africa draws sustained criticism across every service theme. Customers consistently describe imported parcels sitting for weeks at the Kempton Park warehouse, unanswered phones and emails, unexplained storage and brokerage charges, and misdeliveries to strangers. A recurring bright spot is a small group of named agents whose personal intervention finally unlocks stalled shipments.
Top Strengths:
- •Customer Service & Support: The only consistent praise centres on named individuals. Junaid Aboo Baker, James Kumalo and Charmaine Phasha are singled out for taking ownership, giving timely updates and pushing stalled parcels through to delivery when standard channels failed.
Replied to 56% of negative reviews
Reply time on negative reviews: 180h 4m
TrustIndex
2.4
Ranking
#12
in Couriers & Delivery
Reply Time
172h 56m
NPS Score
-95
Recommended: Unlikely
Replied to 56% of negative reviews
Reply time on negative reviews: 180h 4m
Nov '25 - Oct '26
Frequently Asked Questions About United Parcel Services
What do customers say about United Parcel Services?
Based on recent customer reviews, United Parcel Services in South Africa draws sustained criticism across every service theme. Customers consistently describe imported parcels sitting for weeks at the Kempton Park warehouse, unanswered phones and emails, unexplained storage and brokerage charges, and misdeliveries to strangers. A recurring bright spot is a small group of named agents whose personal intervention finally unlocks stalled shipments.
What is United Parcel Services's biggest strength?
United Parcel Services's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. The only consistent praise centres on named individuals. Junaid Aboo Baker, James Kumalo and Charmaine Phasha are singled out for taking ownership, giving timely updates and pushing stalled parcels through to delivery when standard channels failed.
What are the most common complaints about United Parcel Services?
The most common complaint about United Parcel Services, based on Hellopeter's AI analysis of recent customer reviews, is Delivery Speed & Reliability. Customers describe parcels clearing customs then sitting for weeks or a month at Kempton Park or a local depot. Promised delivery dates pass without contact, drivers claim unreachable numbers, and collections logged for returns are never made.
How does United Parcel Services compare to other Couriers & Delivery companies?
United Parcel Services scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Couriers & Delivery, compared to the Couriers & Delivery industry average of 1.8. Their strongest theme is Customer Service (1.2); their weakest is Pricing & Billing (0.9). The top AI-rated Couriers & Delivery business on Hellopeter is Madibana SA (4.6). How is the AI Score calculated? →
Is United Parcel Services trustworthy?
United Parcel Services has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 80 reviews in the last 12 months. They reply to 56% of negative reviews, typically within 180 hours 4 min. Hellopeter has tracked United Parcel Services across 1,118 total reviews. How is the TrustIndex calculated? →
Recent reviews (80)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Apr 2023
UPS not delivering goods despite being paid
UPS is holding back my parcel despite having paid customs and Vat. They want me to pay service fees on top of delivery fees and customs. Avoid UPS or your parcel will never be delivered.
1 reviews | Active since Apr 2023
UPS not delivering goods despite being paid
UPS is holding back my parcel despite having paid customs and Vat. They want me to pay service fees on top of delivery fees and customs. Avoid UPS or your parcel will never be delivered.
1 reviews | Active since Jan 2020
Never make use of UPS when shipping anything
*** Parchel shipping reference. Paid the Taxes and VAT. Now they informed me that the invoice attached is not made out to me. The shipper in the US confirmed that the correct invoice was attached UPS in the USA confirmed that the correct invoice was attached when shipped from the US. Jacoline Selepe *** Department UPS this person was send more than 40 emails has not responded to a single email. Tried phoning this useless company no one picks up. But you receive automated emails from them stating that they will be impounding the parchel and s****ping it. I now requested the US shipper to contact UPS in the USA to see if there is anyone alive at the South African branch because everyone is either on strikes or dead. Anyone know of anybody in South Africa that can know where I can get hold of someone to assist.
1 reviews | Active since Jan 2020
Never make use of UPS when shipping anything
*** Parchel shipping reference. Paid the Taxes and VAT. Now they informed me that the invoice attached is not made out to me. The shipper in the US confirmed that the correct invoice was attached UPS in the USA confirmed that the correct invoice was attached when shipped from the US. Jacoline Selepe *** Department UPS this person was send more than 40 emails has not responded to a single email. Tried phoning this useless company no one picks up. But you receive automated emails from them stating that they will be impounding the parchel and s****ping it. I now requested the US shipper to contact UPS in the USA to see if there is anyone alive at the South African branch because everyone is either on strikes or dead. Anyone know of anybody in South Africa that can know where I can get hold of someone to assist.
1 reviews | Active since Jul 2016
Do not use UPS if you value communication and reliable customer service
It's a little unfair to blame UPS South Africa for this because the issue is actually with UPS London, but this needs to be a warning to anyone using UPS to deliver parcels to the UK! I sent a surprise birthday gift from Cape Town to London on 6 August 2026. Instead of being delivered promptly, the parcel became "stuck" in the UK for weeks. Every few days, UPS tracking claimed they had contacted the sender or receiver for clearance information. Neither my son nor I received any communication—not by email, spam folder, or otherwise. The tracking system simply appeared to repeat the same message while nothing happened. Trying to get assistance was incredibly frustrating. Emails to the UK Brokerage Department went unanswered, customer service repeatedly apologised and promised to "escalate" the matter, and online chat simply directed us to telephone UPS. Bearing in mind that I'm in Cape Town, dialling a call centre in London is not my preferred method of resolving an issue. Eventually, after my son contacted the UPS Technical Division on 3 September, the parcel was mysteriously delivered the very next day. So, if the problem could be resolved that quickly, why did it take almost a month—and countless emails and phone calls—to get there? The worst part? What was meant to be a surprise birthday present was no longer a surprise because we had spent weeks chasing UPS for answers. A very disappointing experience, with poor communication, no ownership of the problem, and far too much effort required from the customer to get a parcel delivered.
1 reviews | Active since Jul 2016
Do not use UPS if you value communication and reliable customer service
It's a little unfair to blame UPS South Africa for this because the issue is actually with UPS London, but this needs to be a warning to anyone using UPS to deliver parcels to the UK! I sent a surprise birthday gift from Cape Town to London on 6 August 2026. Instead of being delivered promptly, the parcel became "stuck" in the UK for weeks. Every few days, UPS tracking claimed they had contacted the sender or receiver for clearance information. Neither my son nor I received any communication—not by email, spam folder, or otherwise. The tracking system simply appeared to repeat the same message while nothing happened. Trying to get assistance was incredibly frustrating. Emails to the UK Brokerage Department went unanswered, customer service repeatedly apologised and promised to "escalate" the matter, and online chat simply directed us to telephone UPS. Bearing in mind that I'm in Cape Town, dialling a call centre in London is not my preferred method of resolving an issue. Eventually, after my son contacted the UPS Technical Division on 3 September, the parcel was mysteriously delivered the very next day. So, if the problem could be resolved that quickly, why did it take almost a month—and countless emails and phone calls—to get there? The worst part? What was meant to be a surprise birthday present was no longer a surprise because we had spent weeks chasing UPS for answers. A very disappointing experience, with poor communication, no ownership of the problem, and far too much effort required from the customer to get a parcel delivered.
1 reviews | Active since Aug 2021
Beyond Frustrated with UPS South Africa
I am beyond frustrated with UPS in South Africa, i have a shipment that arrived in South Africa on the 25 of August on a Express Delivery as it was a demo as well as online training. Payment together with all required documentation were submitted on the 31st Of August, to date i have had no delivery or any communication as to the reason for the delay. Spoke to the call centre again today for the umpteenth time, again with no commitment on the cards, how does one go about to get a resolution as all the proper channels have been followed to no avail
1 reviews | Active since Aug 2021
Beyond Frustrated with UPS South Africa
I am beyond frustrated with UPS in South Africa, i have a shipment that arrived in South Africa on the 25 of August on a Express Delivery as it was a demo as well as online training. Payment together with all required documentation were submitted on the 31st Of August, to date i have had no delivery or any communication as to the reason for the delay. Spoke to the call centre again today for the umpteenth time, again with no commitment on the cards, how does one go about to get a resolution as all the proper channels have been followed to no avail
1 reviews | Active since Jul 2013
UPS holds shipment hostage for storage on a delay that they caused
UPS Delays a an import clearance, then only after paying import vat and duties do they demand that storage be paid before a shipment is delivered. We provided a clear timeline. This was escalated to a supervisor that does not attend to the escalation. Very poor service and we will be requesting that all our shippers refrain from using UPS.
1 reviews | Active since Jul 2013
UPS holds shipment hostage for storage on a delay that they caused
UPS Delays a an import clearance, then only after paying import vat and duties do they demand that storage be paid before a shipment is delivered. We provided a clear timeline. This was escalated to a supervisor that does not attend to the escalation. Very poor service and we will be requesting that all our shippers refrain from using UPS.
1 reviews | Active since Feb 2022
**UPS – Extremely Poor Service, Lack of Communication and No Sense of Accountability**
I am extremely disappointed with UPS and the way my shipment has been handled. What should have been a straightforward customs clearance process has turned into a frustrating experience of poor communication, delays and a complete lack of accountability. I paid the required **duties and VAT on 4 September 2026** and, on the same day, submitted the required documentation, including my **ID and proof of payment**. On **5 September**, I received an email requesting a copy of my ID — an ID that had already been sent to UPS on **4 September**. Despite this, UPS apparently failed to properly process or record the documentation I had provided. I followed up again on **7 September**, when I queried the status of my package because the tracking information indicated that it was awaiting payment — payment that I had already made. I was then told to **ignore the status updates**, as my package was awaiting customs clearance and, importantly, that **all necessary payments and documents had been received**. So, at this point, according to UPS themselves: **Payment received. Documents received. Package awaiting customs clearance.** Then came **9 September**. I called UPS today to find out what was happening with my shipment, only to be told that my package is **awaiting payment**. **Payment for what?** I have already paid the required duties and VAT. I was then informed that there is a **R69 storage fee** while my shipment remains delayed. This is extremely frustrating. If UPS received my payment and documentation on **4 September**, requested my ID again on **5 September**, and then confirmed on **7 September** that **all necessary payments and documents had been received**, why am I now being told that my shipment is awaiting payment? And more importantly: **Why should I be charged a storage fee for a delay that appears to be entirely outside of my control?** I have done everything expected of me. I paid promptly, submitted the required documentation, followed up when the tracking information appeared incorrect, and contacted UPS again when there was still no progress. Yet I am now the one left waiting, chasing UPS for answers and being presented with additional charges. This is an **unacceptable level of service from an international courier company**. The lack of communication is particularly disappointing. I should not have to repeatedly contact UPS simply to find out what is happening with my shipment — especially when I have already been told that the required payment and documentation were received. I would strongly recommend that anyone dealing with UPS **keep every email, payment confirmation and document**, and make sure there is a clear record of everything submitted. Based on my experience, you may need to prove that you provided documentation that UPS later appears to have overlooked. UPS needs to take accountability for what has happened. I expect UPS to: **• Remove the R69 storage charge. • Process my shipment without further unnecessary delay. • Provide a clear explanation as to why I am now being told that payment is outstanding when I was previously told that all payments had been received. • Improve the communication surrounding the status of my shipment.** The name may say **United Parcel Service**, but unfortunately, my experience has been one of **poor communication, poor accountability and extremely disappointing service**. **UPS — this is not the level of service customers should expect from a company of your size and reputation.**
1 reviews | Active since Feb 2022
**UPS – Extremely Poor Service, Lack of Communication and No Sense of Accountability**
I am extremely disappointed with UPS and the way my shipment has been handled. What should have been a straightforward customs clearance process has turned into a frustrating experience of poor communication, delays and a complete lack of accountability. I paid the required **duties and VAT on 4 September 2026** and, on the same day, submitted the required documentation, including my **ID and proof of payment**. On **5 September**, I received an email requesting a copy of my ID — an ID that had already been sent to UPS on **4 September**. Despite this, UPS apparently failed to properly process or record the documentation I had provided. I followed up again on **7 September**, when I queried the status of my package because the tracking information indicated that it was awaiting payment — payment that I had already made. I was then told to **ignore the status updates**, as my package was awaiting customs clearance and, importantly, that **all necessary payments and documents had been received**. So, at this point, according to UPS themselves: **Payment received. Documents received. Package awaiting customs clearance.** Then came **9 September**. I called UPS today to find out what was happening with my shipment, only to be told that my package is **awaiting payment**. **Payment for what?** I have already paid the required duties and VAT. I was then informed that there is a **R69 storage fee** while my shipment remains delayed. This is extremely frustrating. If UPS received my payment and documentation on **4 September**, requested my ID again on **5 September**, and then confirmed on **7 September** that **all necessary payments and documents had been received**, why am I now being told that my shipment is awaiting payment? And more importantly: **Why should I be charged a storage fee for a delay that appears to be entirely outside of my control?** I have done everything expected of me. I paid promptly, submitted the required documentation, followed up when the tracking information appeared incorrect, and contacted UPS again when there was still no progress. Yet I am now the one left waiting, chasing UPS for answers and being presented with additional charges. This is an **unacceptable level of service from an international courier company**. The lack of communication is particularly disappointing. I should not have to repeatedly contact UPS simply to find out what is happening with my shipment — especially when I have already been told that the required payment and documentation were received. I would strongly recommend that anyone dealing with UPS **keep every email, payment confirmation and document**, and make sure there is a clear record of everything submitted. Based on my experience, you may need to prove that you provided documentation that UPS later appears to have overlooked. UPS needs to take accountability for what has happened. I expect UPS to: **• Remove the R69 storage charge. • Process my shipment without further unnecessary delay. • Provide a clear explanation as to why I am now being told that payment is outstanding when I was previously told that all payments had been received. • Improve the communication surrounding the status of my shipment.** The name may say **United Parcel Service**, but unfortunately, my experience has been one of **poor communication, poor accountability and extremely disappointing service**. **UPS — this is not the level of service customers should expect from a company of your size and reputation.**
1 reviews | Active since Mar 2009
Incompetant ****s
Less than useless. Communication was beyond poor from the start. Parcel arrived and import duties were due. Also they need my ID. Do they tell me? No, I have to guess. Then after paying and providing the ID they go silent. No response. I had to dig to find their number but after I find it I am just fed lie upon lie or I am put on hold until the call drops. I was given a number to a "manager" who simply doesn't pick up the phone. A week later I'm still being promised "tomorrow" now the call centre just hangs up on me. UPS are incompetant ****s.
1 reviews | Active since Mar 2009
Incompetant ****s
Less than useless. Communication was beyond poor from the start. Parcel arrived and import duties were due. Also they need my ID. Do they tell me? No, I have to guess. Then after paying and providing the ID they go silent. No response. I had to dig to find their number but after I find it I am just fed lie upon lie or I am put on hold until the call drops. I was given a number to a "manager" who simply doesn't pick up the phone. A week later I'm still being promised "tomorrow" now the call centre just hangs up on me. UPS are incompetant ****s.
1 reviews | Active since Dec 2018
UPS will ask for more money and never deliver your package
Pathetic excuse of a business. UPS South Africa will overcharge you on made up customs/govt/admin fees and will refuse to provide a breakdown thereof. They will further delay delivery, keep your package, then charge you, all the while not responding to emails. My package was supposed to arrive 4 September, I paid the made up customs amount and provided my document on the same day requested, they then emailed me to ask for documents I already provided, all while avoiding my initial request for a breakdown of costs. Forward to today, after telling me that the package is with customs for further inspection, they demand more money for storage and what ever other fees. They are essentially ****mers and will get out as much money from you as they can, all while ignoring your emails and avoiding actually providing a service. The alarming number of bad reviews should be enough if a sign to avoid this so-called-business.
1 reviews | Active since Dec 2018
UPS will ask for more money and never deliver your package
Pathetic excuse of a business. UPS South Africa will overcharge you on made up customs/govt/admin fees and will refuse to provide a breakdown thereof. They will further delay delivery, keep your package, then charge you, all the while not responding to emails. My package was supposed to arrive 4 September, I paid the made up customs amount and provided my document on the same day requested, they then emailed me to ask for documents I already provided, all while avoiding my initial request for a breakdown of costs. Forward to today, after telling me that the package is with customs for further inspection, they demand more money for storage and what ever other fees. They are essentially ****mers and will get out as much money from you as they can, all while ignoring your emails and avoiding actually providing a service. The alarming number of bad reviews should be enough if a sign to avoid this so-called-business.