I picked up a couple of parcels the other day from there, and the poor sod trying to deal with all the customers works on his own. They got rid of his workmate and he has to do it all alone. That's why they never answer the phone, cos it's just one bloke trying to deal with everyone and everything. I asked about the backlog and they said it is almost cleared now, so hopefully things will get a bit smoother, but if you are going to write a story, I hope you find out about the staff cuts and include that in it.