When the system works it's quite good, but when things go wrong (and they DO!)the mess they leave you in is appalling! Their so-called customer service is almost non-existant, and trying to use the Chat line is mostly useless. Covid has been blamed for too much - half the problem is their lack of organisation and customer care. One person tells you one thing only to have it denied by the next. Staff - WHEN you can get through on the phone - are friendly enough, but often do NOT follow through with promises. The (honest)lady there today who I eventually reached (after to 20+ minutes calls as I waited on line) advised me to get a "Refund" after waiting for parcel collection for SIX days to just go to dpd instead. Avoid the My Hermes Company's poor service if you don't want to get ulcers.