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Extremely poor customer service when something goes wrong. Tracking changes each day to suggest parcel due to be delivered, but then never turns up (eg shows on van, you are stop 22, but at 6pm van 'still en-route to stop 1). Then the tracking history disappears and you get sent SMS saying package due to be delivered between specific time - great- but then check on their website and the specific time relates to a day 8 days earlier!! Contact form on site is a nightmare to use as it limits a lot of characters and can be impossible to figure out which illegal punctuation character it is stopping you writing. Even when send message, customer service respond saying they need to contact the local depot and will get back to you. But that is the only message you ever receive. APPALLING service at Christmas time when delivery dates are critical - yet every year they fail to put in place better systems and more staff to cope. Such a shame that big companies (such as M&S) continue to use them!