I use Interparcel pretty regularly , often several times a month, and until recently have been very happy with the services they provide. Mostly i use Interparcels own service (provided by UPS), which is a good quality / price balance for me, and has proven reliable till last week. I booked the Interparcel Premium Next Day service to collect a parcel from my home address on Thursday. By 19:00 no collection had been attempted so i contacted Interparcel via online chat. James answered my inquiry, and said the carrier had attempted collection but received no reply, and asked if i wanted collection re-booked for the next day. I stated that no collection attempt had been made, to which he asked for my e-mail address stating he would look into it and get back to me via e-mail. That was the end of our chat session. Friday morning i again contacted Interparcel to ask why i hadn't heard back about the non collection, and was told "it was being looked into with the carrier", i asked what was happening regarding my collection and was told it had been re-booked for collection later that day. No further comment on the missed collection, or the incorrect statement that "collection had been attempted" has been received. However, I had another parcel booked for collection the following Monday using the same service, which due to unforseen circumstances i needed to re-arrange for Tuesday. I e-mailed Interparcel customer services late Sunday night to request the change of collection day, and was greeted by a pleasant message from Nicole Rowland at just after 09:00 Monday morning confirming the change......great service. The level of fuss free service i received from Nicole is the reason i use Interparcel soo frequently, and it is a shame James hasn't managed to uphold those high standards. We all know that mistakes can and will happen, customer service is measured on how these mistakes are dealt with, more than whether a mistake has occured. Overall, i am happy to continue to use and recommend Interparcel's services.