I must admit, back in the days when i used My Herpes direct, £110 worth of kitchen tiles went ' missing '
The postcode turned out to be the Chinese takeaway next door, but i spoke to the takeaway mananger in person, and there was no such delivery. The driver had simply trotted off with them, but no signature was available. Driver simply stated ' delivered' and that was good enough for MH. I got my bank involved, reluctantly by them, because i'd paid via Paypal, who were also useless. If the item was ' deliverd' that was also good enoigh for Paypal, with no proof of that delivery.
So yes, i've missed out when using MH direct, and they were a nightmare to deal with. Facebook complaints only, as they removed their customer service phone number, for obvious reasons.
Then the Facebook messages stopped. They simply washed their hands of it, hence me going to my bank.
Using a broker, its the broker who has to deal with the courier, which if using MH as the courier, is much better. Maybe i got lucky - who knows