I am working in logistics and dealing with freight forwarders on a daily basis and whilst I do agree with some of your comments, I still think that the OP's post is useless because he is taking his 1 experience and telling people "do not use youshop".
Freight forwarding in itself when looking at it as a one dimensional operation to move an object from one place to another, is a simple thing. Nothing special.
But as a whole operation on a global scale it is certainly not one dimensional nor simple. Sure, the level of service you get may vary depending on the company and level of training and a bunch of other factors. In some cases, it is just a simple thing such as lack of contact information that delays parcels because freight companies dont have a contact number or email to call and ask for payment of tax/gst whatever until you call in with a tracking number. This is because whoever has shipped it has not put in your details in full or you didnt provide it in the first instance.
Like I said, there are way too many factors involved that makes or breaks a freight forwarding experience at the consumer level and one story (with hardly any relevant details) doesnt do anything to deter me from using or considering using youshop again.
Sure, if more people chime in and have more to say then maybe others who read this can make their own judgement but then again you gotta remember, people jump onto forums and write anything bad or negative based on one experience but rarely do they praise the good and make recommendations in the same caliber.