I was disappointed that I paid £9 extra for evening pick up. On the website this was stated as 5.30 - 9.00. I arrived home at 5.05pm to find the driver had knocked at 2 neighbours' houses looking for the parcel. He said that evening times were actually from 5pm - 7pm. Feel I should have been refunded as I paid for a service that doesn't actually exist. On line customer service hopeless - after 15 minutes waiting for my 'helper' to respond to my question I gave up! On a positive note, the parcel was delivered quickly & safely.