Do not use Packlink! The service is awful and customer service is non-existent! The customer service from Packlink is really exceptionally awful. I have suffered the most appalling customer experience and the latest email from them today (that suggests that my problem has been fixed when it hasn’t even been acknowledged) is the icing on the cake! I would avoid them at all costs and use Hermes (or another delivery company) directly. This is what has happened so far: 1. I used Packlink to send a mobile phone that I sold on eBay. 2. The package was opened in transit and the mobile phone was stolen. 3. I had paid extra for the package to be tracked and for insurance to compensate me in the event that there was a problem. I therefore assumed it would be a relatively straight-forward process to claim for the missing phone. 4. I was very wrong! Packlink’s website wasn't working properly and it was impossible to use their website to make a claim for the loss. When you pressed the "Send" button on the online claim form nothing happened. None of the other online contact forms worked either. I wasted several hours trying to submit the claim. 5. Packlink's customer service is seemingly non-existent. They do not provide any means for customers to contact you other than through online forms (which seemingly don't even work). There is no phone number, email address or live chat available to contact Packlink. 6. I therefore tried to speak to Packlink’s parent company, eBay (not least given the item was sold on eBay). I wasted at least two hours trying to speak to eBay. I spoke to two different eBay customer services people and eventually realised they wouldn't do anything to help. They said that I needed to report the loss to Packlink. They gave me what they said was a phone number for Packlink (it wasn’t, it was for eBay and was simply a recorded message!) and they gave me various website links to Packlink, but none of these worked. eBay suggested that I keep trying the Packlink website over the next few days in the hope that Packlink might eventually fix their website! 7. In the meantime eBay told me that I needed to report this crime to the police and to obtain a crime reference number. I have therefore wasted more time doing that, although the police have no real interest and won’t even give me a crime reference number until eBay and Packlink complete their investigations. 8. Forums and review sites on the web are full of other disgruntled customers complaining about how poor Packlink's service and how poor and non-existent their customer service is. I wish I had known this before using Packlink. Notwithstanding the fact that eBay is a huge £27 billion multi-national company, this whole episode makes you feel like you have been ripped off by a bunch of cowboys! 9. Packlink's website eventually started working a couple of days later. Having wasted several hours already trying to contact Packlink to report the loss, I was relieved to finally be able to submit my claim through their online form (or at least that is what I thought I had done). 10. You can therefore imagine my shock, anger and frustration when I received an email from Packlink customer services that first asked me submit a claim using the same form that I had already used to submit the claim. And then to compound matters, I have received an email from Packlink a day later that suggest that Packlink’s "team Support UK recently solved [my]support request". They most definitely haven’t solved anything! I am nearly lost for words at this stage. This whole experience has caused a huge amount of stress (the buyer of the phone on eBay is demanding I compensate him for the phone that was stolen in transit) and it is practically impossible to get Packlink to do anything about it. Please do not use Packlink. The service is awful and the customer service when something goes wrong is non-existent!