I organised a collection of 3 parcels (2 to return to retailers and 1 to a customer). Three days go by, no one shows up for collection. I try to contact Hermes via phone aka Hollybot, totally useless, and email where I'm expected to wait up to 72 hours for a response (potentially could be longer). Suddenly I receive a delivery via Hermes so I use this opportunity to find out when my parcels will be collected, especially as I've paid for this service. My delivery driver is new to the job but offers to call his manager to find out what's going on. His manager suggests that I pass the parcels onto the driver and he (the manager) will take personal responsibility of scanning the parcels into the system. I've never had an issue with Hermes and again it's a service I've paid for so in good faith I send my parcels with the driver. Over a week later my parcels are missing, as confirmed by the manager who supposedly scanned these items into the system. He didn't because there's no tracking. He advises me to contact Hermes via the Facebook page and use the customer services number to put in a claim for compensation. The customer services number as everyone knows doesn't allow you to speak with a person so is pointless and I'm yet to hear back from anyone via Facebook. I've also tried contacting Hermes by email and have been advised to drop off my parcels to a local shop?! I contacted the retailers I was returning to to see if they could help. They advised if they had something official to say Hermes lost the parcels they could potentially refund me. I've asked for this and heard nothing. I'm now going to seek some legal advice because of my total loss. I will never again use Hermes.