I have just spent 2 months trying to get a situation resolved where our parcels were mixed up, one destined for Jersey was sent to the USA and vice versa. After providing evidence that we had labelled the parcels correctly it has taken 2 months and 32 emails and calls to finally be told that they are unable to retrieve the parcels. They also informed me their industry is not regulated and they are not part of any alternative dispute resolution scheme. We will no longer be using Parcel2Go, they seem like a good deal when everything goes well but as soon as you have a problem they don't want to know and blame you or the courier or you get stuck in an automated system. We were told twice that a collection would be arranged and now we've been told that they will not collect from the USA. The £16 refund as a gesture of goodwill is a bit of an insult after all the hassle and lack of assistance.