We sent an important package, so we paid for the most expensive, fast and secure service, paying more than £100 pounds. We were told it would get there in 2 days. Two MONTHS later, after more desperate phone calls and emails I want to remember, in which no one bothered to find out why the parcel was not delivered, it was unexpectedly returned to me, with the precious contents destroyed. I emailed to ask for a refund. Instead I had to make a claim online, which involved making an acount and filling out countless details (one would think a tracking number should be enough) on their confusing website. I finally got an email, saying my claims reference number is ........ (there was no number). Without this number I cannot track my claim and now three months after sending the parcel I still have no refund. There was no reason why the parcel should not have been delivered. All address details were correct and it was a normal, very well wrapped box. I seriously have no idea how they could have made this experience any worse. It ruined so many of my days as I was trying to deal with it.