I recently visited the UK on a business trip and purchased some books that I was not able to take on the plane. I paid a fortune to have a small parcel shipped to Australia where I live. They mistakenly shipped it to Austria. After not having received my package, I followed up only to find that my package had been returned to the UK. I asked if they could ship it to my home in Australia which is what I had paid for and they said no, that I would have to fly all the way back to the UK to pick up my package because it was against company policy to ship packages that had been returned - even though it was their fault that they sent it to the wrong country because my other 2 packages sent at the same time had arrived. Can you imagine the outrageous customer service that thinks having a customer fly 2 days back to the UK to get a package when they could just do the right thing and send it to me like I paid for? I've never seen worse customer service and any time I'm in the UK in the future, I will make sure to use another service.