I found the website difficult to complete, and although it accepted payment via PayPal, I didn't receive any confirmation (except from PayPal). Later in the day, I checked the website again, and found the parcel still 'in the basket', so phoned customer care to ask if it parcel was 'on the system'. When told it was not, I was asked to checkout again by another means, and told that the PayPal payment would be refunded. When this was 'eventually' done, I checked again whether it was scheduled for collection, and was give another number to phone, and was eventually able to speak to someone at Milton Keynes, who said he couldn't say whether it would be collected on time. I had an email confirming collection between 08.00 and 13.00 the following day (27th), but it was not collected until !5.00 causing great inconvenience to the party at Tiverton. The delivery experience was better - I received an email confirming delivery, and it was within a minute of the earliest time. Strangely, although I didn't ask for a signature on delivery, a confirmation of delivery email stated that it had been signed for by me at 15.41! Part of the confusion on the site, and dealing with queries was the plethora of reference numbers: Parcel, transaction, consignment, tracking without any clear indication of which was necessary to quote, in fact an IT nightmare. Pity really, it could be a useful service, but certainly not user friendly, and some hours wasted at Tiverton and by me on the telephone. Moreover, I have not been refunded the PayPay payment which I was told would be done. Altogether a very unhappy first contact.