JT
James T
Active since Jul 2011
2
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2 reviews1 month ago
The local branch is letting down this international brand
I ordered a parcel from Germany and had it shipped via UPS, and paid a small fortune for the shipping. It amazingly arrived in South Africa in less in than 2 days, which was amazing. The parcel then took 3 days to clear customs, and was sent out for delivery the next day. As per usual I was contacted by the operations for an access code for the driver which I promptly provided, but when a few hours had gone by and the driver had not used the provided access code I re-contacted the operations department and a new gentleman answered and said he was just starting his shift and would follow up for me. He then contacted me back saying that he was unable to contact the driver, but he would keep trying. I was not contacted again, but saw that my parcel was taken back to the delivery hub with the reason "The receiver was not available for delivery. We'll make a second attempt the next business day.", which is nonsense as I know the driver did not use the access code provided as per our access control system. I then contacted UPS South Africa early the following business day to give them a new access code to ensure that the driver had what he needed to make the delivery, and was told that the operations department will be informed of the new access code for the day but if I hadn't heard anything by 12pm I should call back. I then called back at 12pm after hearing nothing, and noticing that the access code provided had not yet been used, only to be told that the delivery would not be taking place today as it was being handed over to Courier IT for delivery the following day. When I asked if this could be expedited or escalated I was told no as the driver had already left for the day. It is absolutely mind blowing to me that, after paying a small fortune for shipping, my parcel could arrive from Germany in South Africa in less than two days, but has been in the country for 9 days and I still don't have my parcel. The local branch of UPS is really doing a disservice to this international brand.
0 replies
62 months ago
International Shipment Stuck in Customs
I've ordered a number of items from overseas, using a number of couriers, and unfortunately my latest experience with FedEx has been some of the worst service I've received thus far. I recently ordered a small item from the U.S and paid the 50 odd USD for the FedEx priority shipping as this was the only option the seller listed. The item reached South African s****s rather quickly, even though it was a day later than the original estimated delivery date. However, since then the item has been stuck in customs clearance. I originally never got any communication from the local Fedex office regarding clearance, so I took it upon myself to call them and find out if they required any documentation from me etc. I was told not to worry as the documentation was already submitted for clearance and it should be cleared within a day or two. The next business day I received an email from a FedEx agent, providing very little context, requesting a biological import permit, for a USB cable?! I tried to call the agent using the numbers provided in the signature of the email I had received, but the number just rang and rang. I then called the local FedEx call center and was told that the phone numbers listed in the agent's email signature don't work and there is no way to speak to the agent directly, other than via email. I then replied to the email I had received stating that the item in question is a computer cable and should not require a biological import permit in order to clear customs. I received no reply to my initial response. I then followed up again the next business day via email, and got a response from the agent stating that the documentation had been resubmitted with the information I provided. I've heard nothing since. My parcel has now been in the country longer that it took to ship from the United States and I still haven't received it. My complaint may seem minor when contrasted to the many other complaints found here and on Google for FedEx South Africa, the point is that the service I've received with this shipment is shocking when compared to the many other international shipments I have made to South Africa, mostly using competing courier companies. In my experience, most other courier companies will pre-clear shipments though customs before the item(s) even land in South Africa. Thus ensuring that any potential issues and documents are sorted well in advance. This service is poor for the price of using the service, and I would like this sorted ASAP and to have my parcel delivered this week still. Looking forward to a prompt resolution.
3 replies
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