They aren't very good at getting back to you when something goes wrong - they'll say that they're looking into it but in reality you just have to wait and check the online info to find out what's going on, nobody ever calls you back to update. That said, I guess some of the difficulties are due to the couriers themselves. Never had a problem using the Interparcel Standard and Express services (delivered by UPS) but Citylink and TNT have been problematic. Good for getting a good price - would be nice if they advised on limits for each price (i.e. this price stands up to a certain volumetric/weight limit.) We've worked out that it's sometimes better to strap two boxes together to send as one larger item, rather than sending 2 parcels.