United Parcel Services
Verified Business
|1.5|61 Reviews (last 12 months)|Responds in 66h 6m
United Parcel Services
Verified Business
|1.5
61 Reviews (last 12 months)
Responds in 66h 6m
Scores reflect the Overall AI Score for each category
United Parcel Services
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, United Parcel Services South Africa is described as deeply frustrating, with customers reporting parcels stuck for weeks in Kempton Park, unanswered phones, opaque customs and brokerage fees, and almost non-existent communication. A small number of standout agents like Junaid Aboo Baker, Keobakile Modise, and Charmaine Phasha receive consistent praise, but they are exceptions in an otherwise broken end-to-end customer experience.
Replied to 26% of negative reviews
Reply time on negative reviews: 70h 41m
TrustIndex
2.3
Ranking
#21
in Couriers & Delivery
Reply Time
66h 6m
NPS Score
-97
Recommended: Unlikely
Replied to 26% of negative reviews
Reply time on negative reviews: 70h 41m
Sep '25 - Aug '26
Based on recent customer reviews, United Parcel Services South Africa is described as deeply frustrating, with customers reporting parcels stuck for weeks in Kempton Park, unanswered phones, opaque customs and brokerage fees, and almost non-existent communication. A small number of standout agents like Junaid Aboo Baker, Keobakile Modise, and Charmaine Phasha receive consistent praise, but they are exceptions in an otherwise broken end-to-end customer experience.
The most common complaint about United Parcel Services, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. Customers describe long hold times, dropped calls, ignored emails, and useless chatbot interactions. Frontline agents read from scripts, refuse to investigate, and rarely follow through. Named agents like Junaid and Keobakile are praised, but they are rare exceptions in a broadly adversarial support experience.
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 Jul 2011
Delivery good arrive in the country but not a single call, sms or email telling me this and that customs/duties fees need to be paid and sorted within 14 days, otherwise the goods are confiscated and a R5000 fine imposed. I found out because they were meant to be delivered by 13 May 2026 COB, but I still had no word from UPS by midday on that day and made a call. After calling in (the support number on the UPS website is disconnected and useless BTW), support and I found out that somewhere along the line, someone in your chain of admin misspelled my email address...nice. Once I received the clearance documents, I find out that the admin charge UPS charges for clearing my delivery item was FIVE TIMES THE DUTIES FEES THEMSELVES!!! WHAT THE HELL?! Right, I decide ***** it, I'll pay it anyway. I go to the paygate link, do the whole card payment thing, approve everything on my side. The UPS payment portal bugs out (TWICE!) giving an error message. So listen closely my friends, f$%& UPS, don't trust them, don't ever use them. I wish I could give ZERO stars here I'm so frustrated.
1 reviews | Active since Jul 2011
Delivery good arrive in the country but not a single call, sms or email telling me this and that customs/duties fees need to be paid and sorted within 14 days, otherwise the goods are confiscated and a R5000 fine imposed. I found out because they were meant to be delivered by 13 May 2026 COB, but I still had no word from UPS by midday on that day and made a call. After calling in (the support number on the UPS website is disconnected and useless BTW), support and I found out that somewhere along the line, someone in your chain of admin misspelled my email address...nice. Once I received the clearance documents, I find out that the admin charge UPS charges for clearing my delivery item was FIVE TIMES THE DUTIES FEES THEMSELVES!!! WHAT THE HELL?! Right, I decide ***** it, I'll pay it anyway. I go to the paygate link, do the whole card payment thing, approve everything on my side. The UPS payment portal bugs out (TWICE!) giving an error message. So listen closely my friends, f$%& UPS, don't trust them, don't ever use them. I wish I could give ZERO stars here I'm so frustrated.
1 reviews | Active since Sept 2023
I am experiencing an absolute nightmare with UPS South Africa regarding an imported package. The complete lack of proactive communication and incompetence from their Customs Brokerage department is unacceptable. My package has been stuck in a bonded warehouse for weeks. Initially, the shipment was detained by SARS due to an incorrect tariff code declaration made on the original clearance instruction. It took the UPS customs team weeks just to transition the file so they could submit a Voucher of Correction (VOC). When the VOC was finally submitted to amend the tariff, it included a penalty that was billed directly to the shipper. It has now been well over 15 working days since that paperwork went in, which completely exceeds the standard 14-day SLA for customs processing. Yet, no one from UPS has bothered to provide an update. When you call the general UPS support number, the frontline agents are utterly useless. They read from a script, tell you to "just wait for SARS," and refuse to investigate further. They cannot even confirm if UPS has actually transferred the penalty funds to SARS yet, which is the only way Customs will release the package. I have emailed the customs team directly demanding my updated customs declaration (SAD500) and the Payment Reference Number (PRN) to prove they have actually done their jobs, but I am just met with delays and generic excuses. If you are importing high-value electronics into South Africa, pray your shipper does not use UPS. They will let your package rot in a warehouse and leave you entirely in the dark. I want my SAD500, my PRN, and my package immediately.
1 reviews | Active since Sept 2023
I am experiencing an absolute nightmare with UPS South Africa regarding an imported package. The complete lack of proactive communication and incompetence from their Customs Brokerage department is unacceptable. My package has been stuck in a bonded warehouse for weeks. Initially, the shipment was detained by SARS due to an incorrect tariff code declaration made on the original clearance instruction. It took the UPS customs team weeks just to transition the file so they could submit a Voucher of Correction (VOC). When the VOC was finally submitted to amend the tariff, it included a penalty that was billed directly to the shipper. It has now been well over 15 working days since that paperwork went in, which completely exceeds the standard 14-day SLA for customs processing. Yet, no one from UPS has bothered to provide an update. When you call the general UPS support number, the frontline agents are utterly useless. They read from a script, tell you to "just wait for SARS," and refuse to investigate further. They cannot even confirm if UPS has actually transferred the penalty funds to SARS yet, which is the only way Customs will release the package. I have emailed the customs team directly demanding my updated customs declaration (SAD500) and the Payment Reference Number (PRN) to prove they have actually done their jobs, but I am just met with delays and generic excuses. If you are importing high-value electronics into South Africa, pray your shipper does not use UPS. They will let your package rot in a warehouse and leave you entirely in the dark. I want my SAD500, my PRN, and my package immediately.
1 reviews | Active since Jan 2012
Do not use UPS for any courier or postal service its a nightmare. A parcel was sent to me from France . I then received an email from UPS to the effect that i had to pay R577 for customs clearance through payfast which i did - and i sent my ID etc to the email as requested. No confirmation of receipt !!. Now im still getting an email requesting "additional Information" but it does not tell you what information is required and the links do not work and you cannot contact a representative here in SA at all - and in addition their chat bot AI is an absolute joke. It asks you for the tracking Nos and then when you put same in it tells you the TR Nos does not exist!! Its the worst experience i have had with any company in my whole life - and my parcel still sits somewhere - anywhere in the world - fully paid for - do not be conned . Its cheaper on your soul and much less hassle to take a flight to the country where you want to purchase an item and bring it home yourself - UPS and absolute joke - farce
1 reviews | Active since Jan 2012
Do not use UPS for any courier or postal service its a nightmare. A parcel was sent to me from France . I then received an email from UPS to the effect that i had to pay R577 for customs clearance through payfast which i did - and i sent my ID etc to the email as requested. No confirmation of receipt !!. Now im still getting an email requesting "additional Information" but it does not tell you what information is required and the links do not work and you cannot contact a representative here in SA at all - and in addition their chat bot AI is an absolute joke. It asks you for the tracking Nos and then when you put same in it tells you the TR Nos does not exist!! Its the worst experience i have had with any company in my whole life - and my parcel still sits somewhere - anywhere in the world - fully paid for - do not be conned . Its cheaper on your soul and much less hassle to take a flight to the country where you want to purchase an item and bring it home yourself - UPS and absolute joke - farce
1 reviews | Active since Apr 2019
This is the worst courier company ever, I have been taken for a ride with a high end parcel. I placed my order last week and I was meant to receive it last week but after many attempts to contact them, they **** and said they have been trying to contact me to deliver, which is lies obviously as I have been home for 3 days, mind I haven’t been able to go to work because I am waiting for this delivery… I have contacted their call centre but nothing luck, this is the pitts of all companies and one of my friends has had an experience with them where he didn’t get his parcel at all, the agents do not care whatsoever!!! I need help, because this parcel is of high value and it is my fiancé’s birthday gift.
1 reviews | Active since Apr 2019
This is the worst courier company ever, I have been taken for a ride with a high end parcel. I placed my order last week and I was meant to receive it last week but after many attempts to contact them, they **** and said they have been trying to contact me to deliver, which is lies obviously as I have been home for 3 days, mind I haven’t been able to go to work because I am waiting for this delivery… I have contacted their call centre but nothing luck, this is the pitts of all companies and one of my friends has had an experience with them where he didn’t get his parcel at all, the agents do not care whatsoever!!! I need help, because this parcel is of high value and it is my fiancé’s birthday gift.
1 reviews | Active since May 2020
UPS SHIPPING SERVICES ARE WORSE I EVER SEE, THEY ARE SORT OF ****S, THEY ARE VERY VERY INEFFICIENT, AND UNPROFESIONAL, HOW ARE PEOPLE STILL USING THEM, THEY ALSO HAVE A RIDICULIOUS CHRAGES, THEY TOLD ME FOR MY PARCEL CHARGES WILL BE LIKE R600 , AND THEN THEY SEND A INVOICE FOR R1500,PEOPLE SHOULD STOP USING THEM , I HAVE BEEN USING DHL FOR YEARS AND NO ISSUE, MY SUPPLIER DECIDES TO SEND MY PARCEL WITH UPS. VERY FRUSTRATING , AND THEY ARE TOOOOO SLOW, TAKES WEEKS FOR PARCEL TO ARRIVE.
1 reviews | Active since May 2020
UPS SHIPPING SERVICES ARE WORSE I EVER SEE, THEY ARE SORT OF ****S, THEY ARE VERY VERY INEFFICIENT, AND UNPROFESIONAL, HOW ARE PEOPLE STILL USING THEM, THEY ALSO HAVE A RIDICULIOUS CHRAGES, THEY TOLD ME FOR MY PARCEL CHARGES WILL BE LIKE R600 , AND THEN THEY SEND A INVOICE FOR R1500,PEOPLE SHOULD STOP USING THEM , I HAVE BEEN USING DHL FOR YEARS AND NO ISSUE, MY SUPPLIER DECIDES TO SEND MY PARCEL WITH UPS. VERY FRUSTRATING , AND THEY ARE TOOOOO SLOW, TAKES WEEKS FOR PARCEL TO ARRIVE.
1 reviews | Active since Feb 2019
Title: Unfair UPS Customs Charges I’m very unhappy with UPS for charging extremely high and inconsistent customs fees on my recent shipment. I’ve received similar parcels before (same value), and the charges were much lower. I disputed this with UPS, and although they said they would investigate, I was simply sent the same invoice again with no explanation. This lack of transparency and consistency is frustrating. I don’t understand how these charges are calculated, especially when they differ so much from previous shipments. I request that UPS urgently review and correct this invoice so my parcel can be released.
1 reviews | Active since Feb 2019
Title: Unfair UPS Customs Charges I’m very unhappy with UPS for charging extremely high and inconsistent customs fees on my recent shipment. I’ve received similar parcels before (same value), and the charges were much lower. I disputed this with UPS, and although they said they would investigate, I was simply sent the same invoice again with no explanation. This lack of transparency and consistency is frustrating. I don’t understand how these charges are calculated, especially when they differ so much from previous shipments. I request that UPS urgently review and correct this invoice so my parcel can be released.
1 reviews | Active since Aug 2023
We ordered an urgent parcel from the USA via UPS. Driver went to the gate and never to the delivery address. Friday afternoon at 16h45. Come Monday morning the parcel has now been handed to a third party to deliver sometime later this week. No direct answers telephonically, no committment - just left to fate! Pathetic service, absolutely pathetic!
1 reviews | Active since Aug 2023
We ordered an urgent parcel from the USA via UPS. Driver went to the gate and never to the delivery address. Friday afternoon at 16h45. Come Monday morning the parcel has now been handed to a third party to deliver sometime later this week. No direct answers telephonically, no committment - just left to fate! Pathetic service, absolutely pathetic!
1 reviews | Active since Apr 2023
UPS claims that I am liable to pay penalties of 5000 rand to retrieve a package that I paid for. I was required to pay customs which I did and sent proof of payment, yet today after so many enquiries I receive an email suggesting that they sent my package which I paid for to USA and I have to pay penalty fees for their fault These people have the worst service ever. ****es me off . NEVER USE UPS ever
1 reviews | Active since Apr 2023
UPS claims that I am liable to pay penalties of 5000 rand to retrieve a package that I paid for. I was required to pay customs which I did and sent proof of payment, yet today after so many enquiries I receive an email suggesting that they sent my package which I paid for to USA and I have to pay penalty fees for their fault These people have the worst service ever. ****es me off . NEVER USE UPS ever
United Parcel Services scores 1 out of 5 on Hellopeter's AI analysis of service quality in Couriers & Delivery, compared to the Couriers & Delivery industry average of 2. Their strongest theme is Delivery Speed (1.1); their weakest is Tracking & Updates (0.9). The top AI-rated Couriers & Delivery business on Hellopeter is Cape Removals (4.7). How is the AI Score calculated? →
United Parcel Services has a TrustIndex of 2.3 out of 10 on Hellopeter, based on 61 reviews in the last 12 months. They reply to 26% of negative reviews, typically within 70 hours 41 min. Hellopeter has tracked United Parcel Services across 1,094 total reviews. How is the TrustIndex calculated? →