I had an unsatisfactory experience with them. Flew into Burlington, luggage not there. I live on the other side of Vermont. Suitcase was handed over to wheresmysuitcase.com and I got an email in the evening, telling me that they would deliver it the next day if it was already too late to deliver it that day. The email included a link where there was a space where I could indicate if it was okay to leave the luggage without getting a signature and I checked the box (not requiring a signature is fine in rural Vermont where I live). There was also a space for any other comment or question. I asked that it not be left outside since there were liquids inside and I did not want them to freeze. and I asked that they set it right inside the door, which is also routine where I live. They delivered it overnight and left it outside. They clearly (probably a computer) read the form and noted that it could be delivered without a signature but ignored my specific instruction. While I don't expect the computer to read the instruction and understand it, it can certainly detect that something has been written in the box intended for comments and questions, and get a human to read it. It appears that no one ever read my request. If that's the case, the shouldn't have the space there, or they should give you a phone number so that you can talk to someone and be certain your instructions would be followed. They could also have sent me an email saying that they were not permitted to leave it inside the house without anyone answering the door, and I could then have contacted them to make certain that it was delivered only when someone could be there to accept it and take it indoors.
After this, I emailed them and asked them to respond. They never did.