I did some work for Marks and Spencer a while back and I'd say about 90% of my job was apologising for how shit City Link are. It was atrocious - they'd smash, abandon, mistreat, misdeliver, destroy and generally fuck every delivery they could. I swear they got extra pay for killing flowers meant for the elderly and recently bereaved going by how often they did it. It was so bad I actually thought about never ordering online again...