Are they SERIOUS!! what a joke this service has become, the late Queen would be turning in her grave if she knew what an embarrassment this service is now. I expected a parcel delivery today 21/12/'23 and a collection for two parcels. The delivery collection time was between 11.31am - 3.31pm and while waiting in the afternoon I tracked the parcel and couldn't believe it saying attempted delivery was made at 09.09am that morning, really! when no card was even left and outside of the allocated time slot given? And then I'm expecting the collection of the two parcels and around 1pm in the afternoon I saw the Royal Mail van park up outside my corner house from my kitchen window, I waited to see him come into my front garden and he went to another address, so I thought he'll knock when he's coming back to the van, but I was SHOCKED when he just got back in the van and drove off, made no attempt to knock my door to collect the parcels. He probably thought I never saw him, but I did. About an hour later I received 2 emails saying that an attempt to collect the parcels was made and no one was home....I WAS AT HOME WAITING AND SAW HIM TURN UP AND DRIVE OFF MAKING NO ATTEMPT TO COLLECT. I phoned Royal Mail to complain and after waiting 50 mins on hold a cold customer agent answered and I was extremely frustrated and she said I was being rude and if I keep being rude she will terminate my call! she obviously don't know how to deal with frustrated customers effectively, not in her training then? she would rather hang up on them than show some empathy for their frustrations and see where they are coming from because of their negative experiences with the service, no she would rather threaten to hang up on you. So I continued to complain and explain what happened, she then said again I was being rude again and she was going to terminate my call, so I said F off then and hang up on her. Threatening to hang up on callers that are frustrated only frustrates us more, not just because of our negative experiences but also for waiting nearly an hour on hold and showing that you understand and saying you want to help us, is what will calm us down, therefore Royal Mail train your Customer Service Agents to show more empathy than threaten to hang up on us if they want customers to calm down. Not only is their service shoddy, but we also have to deal with threatening Customer Service Agents too. Disgusting!!!