I was the recipient and their delivery update initially said delivery attempted at 3pm and card left. Not true, because I was in the house at 3pm and no card was left. I even answered the door around that time to a courier who had the wrong address (that courier probably had my parcel...). Spoke to their customer service via the live chat (which was difficult to find) and the agent said the delivery will be reattempted the next day. That was about 8.30pm. First thing in the morning, I checked the delivery update and it said that the re-delivery was successfully made at 6pm - before I spoke to the customer service agent...! Went straight back on the live chat and they couldn't help because I was the recipient. The sender (my sister) then contacted them on live chat and they've opened an inquiry. But didn't give us any indication as to whether they might compensate us (the delivery was guaranteed and protected). They even said that the recipient is disputing the delivery which is a bit of a stupid way of putting it - makes it sound like the inquiry is whether I received the parcel or not, and not why it's gone missing. Definitely not worth the fuss for anybody to go through and I recommend very strongly that nobody ever uses this service ever.