I arranged for a 2 parcels to be collected on the 1st of December, stayed in all day - no courier, this is the 2nd time this has happened but the first time was 2 years ago so thought it was just a one off - obviously not. Complained by phone on the 2nd, about the non collection and was told it was due to be collected that day, I informed them I had to go out between 13:00 - 18:00. I was assured they would inform the courier of the hours I would not be at home ( they also had and confirmed my contact number and said they would ask the courier to phone me to let me know when he was near). You can probably guess what is coming next! they called during the hours I was not at home. Phoned again today and after another 20minute wait spoke to Dominique and asked her to cancel the order. She confirmed first parcel had been cancelled and refunded, she took the 2nd parcel number and after waiting 5 minutes to a dead line, in the hope that she would come back, I had to hang up so I am not sure if the price of the second parcel has been refunded. I will never use Hermes again and would advise anyone thinking of using their service to think again. Customer Service is non existent. You cannot contact them by email only by phone.