I have used collection a lot in the past, especially in 2020-2021 - when Royal Mail didn't do collection -  and they collected every time, but once: I rang the local number and they apologised and came and picked it up that evening so it still caught the morning lorry. 

When Evri lost something I sent I spoke with general customer services and they did help - leading to full compensation (a very expensive book).
They always collect from, and deliver to, the specified place, which does mean walking around the house.
We have a good service here. Christmas 2020 they found a way to override a parcel going to central sorting and delivered it the same day locally.