Worst Courier in the UK - DO NOT USE
Security and safety issues, bad customer service, not taking signatures despite taking extra delivery fees for that.... Never again.

Issues with pick-up: A non-marked white van turned up with a person without ID badge or "docket" as mentioned online in the legal text asking to take the package. My partner gave them the box asking if she doesn't need a signature, the person, smelling of hash, just said "no no that's fine" it's just being picked up, he didn't scan it he didn't even have a list to show, and just scribbled his initials, date and van registration No on a piece of paper she had. She handed over the box and then felt really worried she hadn't asked for a proper receipt that the website stated or asked to see an ID and was at first really upset that this was a scam.

The shipment included a £3,000 worth laptop (at the time of sale and insured and estimated value of £1,850).

I phoned later customer service, which was very hard to hear and to understand the person's spoken English, and they just brushed it off: "Well we are using a lot of agency drivers, and its a unique safe code, so it's likely to be ok and will be scanned later."

I explained my dilemma as I stupidly sent the buyer this label as confirmation (but didn't sketch out my address). And the possibility of someone just posing as a UPS employee picking up a £3K worth of equipment is just possibility!

Either way I was relieved when the website said in the evening that based on my tracking number the shipment had been received.

Delivery Issues.
The next day I was again relieved to see from the website that the parcel was delivered. I paid over £40 for an adult signature to be received. It said on their "proof of delivery" online, that an ID (with the surname) has been taken.

However, the buyer contacted me that evening and said, the box was just left outside the front door! The driver never took a signature from anyone, nor did anyone ring the bell! His partner was working from home and he thought upon receipt of a delivery email from eBay/UPS that she would have taken it on. Coincidentally they found it outside when they looked.

These security and safety issues are unacceptable. Anyone could have walked past and taken this box. Esp. since it had to be described on the label that it includes a 'laptop' and the insured value is often listed also - either way - the £3K worth laptop could have been gone easily a second time!

When I called customer service again this morning to make a complaint - and requested a refund for the service that supposedly takes a signature (that you pay extra for) but don't, they just confirmed this morning "I am sorry Miss, all refunds have been temporarily suspended and we cannot give any refunds".
If this would have gone to court and it came out the driver had not in fact taken a signature they would have had to pay the full value insured of this laptop at the least - this is my understanding. This would be worse for the company.

Either way, I will never use this courier again and would recommend anyone else to think twice about which courier to use if you are sending high value items.