OK so there had been some bad weather the week before, but when I booked and paid there was no mention of any possible delays. They confirmed pick up on tuesday but on Monday night I got an email telling me they couldnt pick up till wednesday. On Tuesday night I got an email telling me they couldn't pick up till Thursday. On Wednesday night...... ......this went on till Saturday when I cancelled the order.
During that week I made umpteen attempts to contact them by email, telephone and their "Live chat" section of their website. Several emails were met with automated replies that did not answer any of my queries. Phone calls went unanswered after at least 10 minutes of hanging on waiting for a reply, same with the "Live Chat" until I doggedly hung on for a reply to cancel the order. That was three days ago and I'm still waiting for my refund.
I rebooked with UPS. A bit more expensive, but they picked up as promised and delivered the next day in spite of the ice and snow. Excellent service.
Perhaps I was unlucky, but I thought I would share my experience. I will never try using them again.