One of the problems with all of this, is that we know nothing about who bbl (or virtually any business, these days) really are. Afaik, bbl are maybe a dozen or so direct employees, everything else is farmed out, probably to the cheapest suppliers. So, there will be subcontractors and subcontractors working for those subcontractors, and so on, so anything, like a complaint or problem, probably has to work its way along a whole chain of ‘responsibilities’, before any real action can take place. (There was/is a party game called Chinese whispers, this is no longer merely a children’s game).
Often, delaying actions take place. So, to conform with their requirements, fill a form, send photos, send a video, even when it is entirely unrelated to the complaint, the subcontractors have to tick the boxes. A lot of this is because they hope the customer will give up pursuing the refund/whatever, the juice not always being worth the squeeze .
I used to use Fedex as my courier, but in the UK, pick ups and delivery were handled by Securicor. I never had a problem. Later on, Fedex used City LInk, (now defunct). I started getting problems with Fedex, they sent a guy to resolve the issues, who was wearing a Fedex shirt, used a Fedex pen and Fedex notebook. I started explaining the problem, he said he did not represent Fedex, he was from City Link.
Everyone is fine, until there is a problem. Down here, fwiw, DPD are great, Parcel Force is the pits. I refuse to buy from companies that use Parcel Force.
