When I booked online collection, the instructions said to print documents at home and driver would have a plastic wallet to put them in. When the driver arrived, he did not have plastic wallets and so had to wait while I attached the form to the parcel, which he was not happy about. His command of English was poor and so had trouble understanding me. He did not want to sigh the retail customer receipt for me, telling me that I have to sign it. in the end, he did. His van was unmarked, he did not show me ID and he only had on a parcel force reflective vest. This is not the sign of a professional company that cares about its customers. The positive was that the parcel was collected very quickly from the time I set up the order.