Click and collect service. The word begins with C and ends in P. Have tried to use this service due to being one of the vulnerable people in lockdown and run an eBay site. This appeared as what looked like a good idea, and certainly has been fraught with failed collections and 35-40 min wait on the VERY POOR CUSTOMER SERVICE LINE and then only to be told to call back the next day and rebook the item for collection the following day, this then making the parcel delivery some three days late!! My feedback is starting to show late deliveries due to their incompetence and bad management. If you offer aa service and don't have the manpower then you need to look at the management team and sort it...this is what a manager does! Am sure Royal Mail does not read this as there are too many BAD reviews and issues, OR, if they do they are not prepared to look at the problems and see what can be done. This is usually a simple logistic problem that can be resolved by looking at the grass roots OR look at the base of the tree and see why it's rotten before it falls over!!!