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UPS review: A frustrating experience with UPS Express (Velogic) in Mauritius

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My recent experience with UPS Express (Velogic) in Mauritius has been nothing short of frustrating and stressful. What should have been a straightforward process to send a valuable parcel abroad for repair turned into a nightmare due to unprofessionalism, miscommunication, and poor service delivery.

Uncoordinated Pickup Process

On November 25th, I contacted Mr. Fabrice from UPS Mauritius to arrange for my parcel to be shipped abroad for repair. Initially, he seemed helpful, explaining that I should pack and weigh the parcel myself before their driver would collect it. However, things quickly took a wrong turn.

Despite having my contact information, UPS failed to communicate the driver’s arrival time. While I was out for an appointment, my parents called to inform me that a UPS van was at my door without prior notice. This forced me to cancel my appointment and rush home. The driver, visibly frustrated, admitted they were also unaware of the lack of communication from their office.

Payment and Tracking Issues

I weighed the parcel at the post office, where it measured 6.5kg. However, upon reaching the UPS office, it was declared 12kg due to “dimensions.” I paid the full fee for the shipment but never received a payment receipt, tracking number, or confirmation of shipment.

I contacted Mr. Fabrice on November 27th to confirm the status of my parcel, but he didn’t respond until November 29th, saying it had been sent. Even then, no tracking details or receipt were provided, leaving me in the dark about the parcel’s location.

Customs and Declaration Miscommunication

When the parcel arrived at the repair destination, the recipient was shocked to find a customs fee of €548.81. This fee was based on the declared value of the parcel, even though I had clearly explained to Mr. Fabrice that the shipment was for repair and had no commercial value.

It became evident that Mr. Fabrice failed to document the parcel as “for repair,” instead declaring its original purchase value. This error caused unnecessary customs fees. When I reached out to him, his response was dismissive and unhelpful, leaving me feeling frustrated and unsupported.

After escalating the issue, I spoke to a manager who was equally indifferent, but thankfully another manager stepped in to address the situation. This second manager handled the matter professionally, reissuing the paperwork to reflect that the parcel was for repair. While this resolved the customs issue, it was a step that should have been handled correctly from the beginning.

Weight and Delivery Discrepancies

Another major issue was the weight discrepancy. Although I was charged for 12kg, the recipient’s paperwork indicated the parcel weighed 6.5kg—the same weight verified at the post office. This inconsistency raises serious concerns about UPS Mauritius’s transparency and billing practices.

Delayed Delivery and Lack of Updates

The parcel returned to Mauritius on a Saturday, but I received no communication about its status. I fear UPS might once again deliver it without notifying me in advance, repeating the chaotic experience of the initial pickup.

Final Thoughts

This entire ordeal has been unnecessarily stressful, costly, and time-consuming. UPS Express (Velogic) in Mauritius failed in several critical areas:
• Poor communication and lack of coordination.
• Unprofessional handling of customs documentation.
• Billing discrepancies and weight mismanagement.
• Absence of tracking or proof of payment, leaving me without peace of mind.

I paid for an express service but received anything but that. This experience has left me questioning whether UPS Mauritius can be trusted with valuable shipments. I urge anyone considering their services to think twice, especially for time-sensitive or high-value parcels.

UPS Mauritius needs to address these systemic issues and prioritize professionalism, transparency, and customer care. Until they do, I cannot recommend their services.

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