Appalling, like others I have followed the same blind alleyways. Informed parcel to be delivered and waited in all day as their 'safe place' has always been ignored in the past. You cannot speak by phone so are relegated to their Web Chat with their "Helpful Customer Services" If that was "helpful" I despair for the ones that aren't. I spent three quarters of an hour asking first when the parcel would arrive and then where to write a complaint. I am still waiting for this parcel which I suspect is lost and they haven't the honesty to say so. As to their complaint procedures, least said about that, the better!