I had paid for a parcel to be collected from London yesterday (07/08/2017). The scheduled time for collection from my place of work was between 12-6pm. I had been waiting up until almost 7pm and spoke to the Customer Services team to find out what was going on. They informed me that the driver's handheld terminal had broken and as a result of this - he was not able to retrieve the addresses to collect from. There was nothing to notify me of this until I called Customer Services - unacceptable. The gentleman from Customer Services London then said to give me peace of mind, my parcel will definitely be collected by 4pm the following day (today)...Guaranteed! It got to 3pm when I called to make sure everything was still on schedule and another gent from Customer Services London picked up the phone and told me he would look into the issue and call me back by 4:30 but never did... I called back again at 5 and spoke to a lady called Hazel from Customer Services London. She cut me off every time I tried to speak to get my point across and told me that the team are "doing their jobs" and to leave them to do do and wait until the parcel is collected as my name is definitely on the list of places that the collections team are going to. Its 7:15pm now, I'd like to get home and reschedule again but can't as the parcel needs to be sent off today. No offer of apology let alone compensation for the delay / hassle / rudeness and lies. All in all a terrible experience - will definitely not be looking to use ParcelForce again for any of their services and I strongly advise the same for others so that they don't go through the same ordeal!