Smart Send have failed in delivery expectations and their customer service but that can happen in any firm. The issue that really frustrates is that Smart Send WILL NOT ESCALATE MY COMPLAINT TO THE COMPLAINTS TEAM - I have now sent 4 emails thanking the Smart Send representative for their email but asking to have the matter escalated to the complaints team. Perhaps number 5 will be successful. NEVER TRUST A FIRM THAT IS AFRAID TO ESCALATE A MATTER TO THEIR COMPLAINTS TEAM!!!!!!!