Customer Service Needs Significant Improvement
They are quite expensive if you rely on them to pack and ship an item. To be fair, they are upfront about this.
When I used them to send a pair of boots from the UK to the US, I was quoted £140 via UPS. I dropped the parcel off on a Friday at around 1pm and was advised that I had missed UPS's midday collection. As it was a bank holiday weekend, the parcel would not be collected until Tuesday. However, when I checked the tracking several days later, it was still showing as "awaiting collection".
I called the Colchester store and explained the situation. I was asked to hold, but the call was transferred to another colleague without any introduction, so I had to explain everything again. The second member of staff then told me that nobody had informed him the parcel required collection, but he had located it now and would ensure it went out that day. Thankfully, once dispatched, the parcel was delivered quickly.
Although I was disappointed with that experience, I decided to give them another chance and returned the following week to ship a second pair of boots. This package was slightly smaller and lighter than the first one but was again being shipped to the US. Unfortunately, I was met by a rather unfriendly member of staff who appeared disinterested that I wanted to send the parcel. After taking the destination ZIP code and checking his computer, he quoted £278 for the shipment. When I pointed out that I had paid only £140 for a similar shipment the previous week, he simply shrugged and was unable to offer an explanation that made any sense. The whole vibe and interaction was off-putting and left me with little confidence in continuing the conversation, askng for an alternative quote with a different carrier.
Based on my own personal experience, I would not use them again. Others may have had better experience, but I found the customer service poor and unwelcoming.
