Absolutely disgraceful customer service! Parcel dropped off on 11 December and not received in time for Christmas and recipient still hasn't received it (5 January). Chat line useless - same message day after day which said "parcel is due out for delivery on following day" (17 December). It was long after that date that I was chasing parcel. Rang Customer Services number, hung on for exactly ONE HOUR and was then cut off. Went back several times to "Holly" on-line "chat", eventually got an acknowledgement saying matter being looked into. They've indicated that delivery was at 23.59 on 18 Dec - very suspicious as who delivers at midnight?? Parcel has certainly not been delivered and Hermes still can give me no answer to where the parcel has been/is/likely to be. I have requested proof of delivery (which I paid for) and am still waiting for them to contact me. The contents were worth £120 + cost of posting to include signature was £8.59. IF and only IF I apply for refund I will only get £100.