I strongly recommend organisations such as RNLI NOT to use this company as their courier since they are not only incompetent but also impacting the reputation of the organisation contracting with them. What can I say? – appalling service at every level of the organisation. Though I do feel sorry for the Webchat team who must spend all day dealing with irate customers with absolutely no way to help them since it’s obvious that they are under instructions NOT to pass complaints up the chain; any request for this is totally ignored with polite apologies that the matter will be dealt with. The “call us” phone number to raise a complaint is simply an automated system with no apparent way to actually speak to someone, you even get cut off by the system and the only recourse is to go back to the Webchat process – which is as noted a total dead end! My parcels journey started on 24th ~Nov with a message to say the property could not be found – this despite the local depot being less than 5 miles away, a journey involving only 3 left turns once on the main arterial road which the depot is adjacent to. The property can be found on Google maps, and most sat navs will take you to within 50m (there are only 6 properties in the post code, all on the same lane and most of them over a 300m stretch) I contacted Webchat to provide directions as requested – started typing in the information, being specific in light of the rural location and apparent inability to find the property. Halfway through typing the agent closed the chat as I was taking too long to respond! So another 30 minutes was spent trying to get back to an agent. I was then promised the parcel would be out next day. Nothing came of course. This meant I had to delay the parcel over the weekend – so plenty of time for it to be put into the Monday schedule you would think. From then on it has been a daily routine of getting through to the webchat agent who would apologise, tell me that the parcel would absolutely or even “MUST” be delivered that day – even at 5:30pm (no delivery window having been imparted of course)! One operative “got in touch” with the Service Delivery Team who apparently reprimanded the driver (who as far as I know didn’t have the parcel since tracking stated it was still in the depot). That obviously either did no good or was a lie since 2 days later I’m still waiting to the system to update or receive and delivery window, having already been told today that its with the driver. I know if I get back in touch I will be told to wait until 9pm and then the whole fiasco will start again tomorrow!!!!! I am left with the distinct feeling that the driver never attempted to deliver the parcel on the original day (probably due to lack of time) and that since then the parcel has been lost but no one is willing to tell the truth!