Hermes have now lost my wedding dress, 3 weeks before I get married. Their response, they can appreciate it's frustrating but the sender has to claim a refund then will refund me which will take approx 28 days! My wedding is in 3 weeks and I am now left out of pocket, with no dress, so having to rush around trying to find another dress at this late a stage. The sender contacted them and was told by Hermes that they had found the wedding dress but that she had underpaid postage so they charged her over £5! Sender is fuming as she had posted from a Hermes shop and they told her what she had to pay for postage so doesnt get why it is underpaid. The next day, Hermes contact the sender again and say actually we dont know where the dress is it is lost in transit - even though tracking says it was passed to the local courier??? Why have they charged for underpaid postage if the item is lost?????? This just doesnt make any sense whatsoever. You cant ring Hermes to speak to anyone as it asks your tracking number then tells you they have your parcel and cuts you off. If you email you get a response days later which is completely unapologetic. They havent offered any recompense just told me their contract is with the sender not the recipient. As you will see from previous reviews I have now had a long list of items lost by Hermes. I dont even think they look for them just issue their standard scripted response of the sender needs to submit a claim for the lost item. Requested contact details for complaints department to escalate and no response- surprise surprise. THANKS HERMES FOR RUINING MY WEDDING BY LOSING MY DRESS - YOU ARE USELESS