Lost my parcel - their own tracking stated that delivery had been attempted but then they blamed the drop off shop for losing it before collection - entirely contradictory - they just didn't have a clue! It was not a small easily lost parcel - it was huge! The Collect + rep on the phone asked me to wait a minute on hold - then kept me waiting for 30 minutes until I gave up - they charge customers for this call!! I wonder how many poor customers they can keep waiting at once and how much they make out of us? Will not use again - not because they lost the parcel but because of dreadful customer service and making claiming as difficult as possible (they ask for evidence attached to online claim but don't let you attach any normal document types like word files or PDfs - probably hoping customers just give up the claim in disgust).