They do indeed show the Royal Mail in a good light. I certainly won't be using them again unless it is really "tomorrow" I need the book by.

One of our closest friends works in the Royal Mail Customer Service Call Centre. It's surprising what a difference it makes having an idea what the processes are supposed to be because at least then you have a rough idea of what the Royal Mail thinks is going on and what you can do about it. Not that he would remotely try to defend the company, from where he sits he has a grand overview of all the ways their system doesn't work and makes no sense whatsoever.