Well the email's achieved something as I got a phone call from support thing morning. I was told that she had spoken to the courier who called yesterday but we had wanted the parcel collected from my work address. I said I didn't have a work address and she agreed there must be some confusion... Anyway, she's phoning the courier again to get her to call here today.

Steve, I agree couriers can be under a lot of pressure and are poorly paid. I think it can contribute to failed deliveries. One may not want to spend much time finding an address and perhaps, for example, even feel tempted to falsely claim a call had been made, especially if there are penalties for missing targets.

Difficulty in getting support when something goes wrong is another matter though.