Very poor customer support

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I had used Parcels2Go both on and off Ebay very happily to send goods overseas on a number of occasions. I liked the prices,& ease of ordering very good. However I wont ever use them again however after one of my parcels got lost in customs. I found getting customer support from them nearly impossible, live chat promised (twice) to email me with more information and failed to do so. What the heck was I suppose to tell my buyer? Parcel eventually turned up 1 month later - thanks to DHL - but by then I had already refunded the buyer. 
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