The case in point is a courier company's app I was directed to this morning. I received an email this morning informing me that the book I'd ordered from Amazon was going to be delivered today (great - I knew that from Amazon already) and - um - that the delivery now needed me to be at home between 13.32hrs and 14.32hrs so that I could sign for it. What? Quite apart from the fact that I wasn't going to be at home, why on earth should I have to sign for a book? Expensive bits of kit, yes; books, no. Humph.
So I followed the email's link to the courier company's app inviting me to re-schedule the delivery. What I really needed here was the option for a delivery tomorrow - when I would be in anyway - or the option to waive the need for a signature - I mean it's just a book, after all.
But no - this app had no such help built in. Delivery was decreed to be either next Monday to Wednesday (when I am not in) with no choice of time (i.e. after 4pm when I would be in) and, crucially, no tick box to say 'No thanks to signature, it's just a book'.
What annoys me most is the fact that the app designers at this company probably thought they were offering me flexibility when in fact all they are doing is demonstrating to the world that they do not understand their customers' needs. And that is a basic and inexcusable flaw in any business.