Sent a parcel to a customer who bought it to give as a Xmas gift- parcel never arrived so customer is demanding refund. So I contacted Hermes (which is a mammoth task in itself as they do not answer phone for about 30 mins of being on hold). Was told that the parcel could still be in a depot and they would look into it and the agent would PERSONALLY sort the matter and send me a claim form to fill in. (This hasn't happened and apparently there is no record of that conversation anywhere on their system) In the meantime the customer is taking me through PayPal for refund which I refuse to pay while there is still a chance of parcel arriving giving the customer their parcel for free essentially. Anyway,today i contacted Hermes again (30 mins on hold AGAIN) Only to be told a totally different story and blaming COVID for the problem (funny nobody mentioned COVID when i paid them to deliver my parcel !!!). Our local Hermes driver is s really nice guy who goes out of his way to help. BUT- DO NOT USE THIS COMPANY. I would give a ZERO rating for the company but that option is not available