As we are in lockdown I opted to use the Dunelm Mill return process provided by Hermes to return two parcels. I booked my first parcel for collection on Tuesday 26th January and waited for Hermes to collect. Around midday I received an email to tell me that there was a delay with my parcel and they would contact me again on Tuesday 2 February. When I went into the tracker I got the message ‘Your friendly local courier tried to collect your parcel today but you weren't in. We'll try again on the next working day’. However I was at home at the time and had never been out. I gave them the benefit of the doubt though assuming I hadn’t heard them, if perhaps they had only knocked the door, not rung the bell. I subsequently had a second parcel to return and booked it for collection on Friday 29th January, with the intention that they could collect this and my first parcel at the same time. Mid afternoon (during my allotted slot) I again received an email telling me there was a delay with my parcel and they would contact me on Monday 1 February. Again, the tracker said ‘Your friendly local courier tried to collect your parcel today but you weren't in. We'll try again on the next working day’. However on this occasion I was sitting in the living room with full view of the front door so I would have seen them arrive. Also my partner was working out front in the driveway the whole time and no one came to the door. So this time I have proof that they never attempted to collect the parcel and I suspect now they never attempted to collect the first one either. I was unable to speak to anyone when I called the telephone number and the customer services chat feature was useless. Needless to say I returned both parcels to my nearest Dunelm Mill store, without any problem, using their external click and collect return. Should Hermes actually attempt to collect the parcels next week all they will get is a piece of mind! Avoid this service at all costs.