Hopeless - the label they issued after I'd read through all the size and weight criteria wasn't accepted as valid by the shipper. My parcel was sat at a depot for three weeks and my Ebay buyer raised a case and got a refund as I couldn't provide any info. They then got back in touch and asked me to raise a complaint which I did. Then they rescinded on the label cost and tried to deliver the parcel after I'd refunded it. I then had to raise another case to get the parcel sent back to me (which didn't happen). I requested a refund and sent them back all their own correspondence and haven't heard a word in the past month. Every email just referred me to the courier rather than them doing the work - it's their issue as I bought the service through them. I've asked them for their complaints procedure but no reply. If it was a larger amount I'd go to the Ombudsman but I really can't be bothered. I just won't use them again, A complete bunch of amateurs and no ownership of their so-called service. Every communication that I send opens another case and they just close the current one to keep their stats up - this smacks of an organisation driven by KPI's that don't reflect the true state of their service. Ebay were't interested despite it being part of their offer. I'm a big Ebay user and will use a courier direct in future.
Updated Dec 2023 - now they're asking me to get proof of non-delivery from the buyer who requested a refund (quite rightly) for the parcel which they know didn't arrive........unbelievable. I'm not communicating with them any longer and won't even consider using them again.
Updated Jan 2024 - they're still requesting that I ask the buyer to sign to say they didn't get the parcel. This is customer service at it's worst. It's now apparently my fault I can't get a refund because I won't pester the buyer to give me written confirmation that the parcel didn't arrive even though they've admitted it didn't. I expect I'll get another auto email after they've read this......