that customs duty was payable, and that I would receive a letter telling me the amount and giving the reference. The letter did not arrive. In view of the time of year, I assumed that they were busy, and tried, using their amazing "you'll never speak to a human being" phone system, which cuts off if the caller doesn't choose one of their selection of multiple choice alternatives, none of which were appropriate. I tried the internet with the same result. I contacted their complaints department in December, after a great many fruitless attempts to contact Parcelforce, Carlisle. I had a response, two days letter, saying that , as I had not paid the Customs duty, the parcel had been returned to America. I pointed out that the mistake was theirs, not mine, and asked if the package could be returned to the depot, but apparently it was too late, as it had already left the country. Luckily, as sit was a surprise, the intended recipient won't be disappointed, but I'm absolutely furious. i wish I had read these comments earlier, and I would have wasted no time contacting them, instead of trying to be reasonable. I'm sorry that ther isn't a 0 star option on this link, as I would certainly have used it. The service and indifference is absolutely shocking. I would love t0 add a photo or video, but unfortunately as the nearest the parcel came to me was Carlisle, that's a practical impossibility. Gail Gillespie