I am disabled, housebound, mute. I had to send a parcel and needed a courier to collect from home. I chose Hermes as they had delivered items in the past without problem. The courier was supposed to arrive June 1st, no time slot was given, I was told to expect someone between 8am and 8pm. Being disabled, I struggle to reach the front door quickly so I was afraid I would miss the courier and I spent the whole day from 7:30am to 10pm by the lounge window to catch his attention and get time to open the door. No one came. I was so stressed and tired by mid-day, I tried to contact Hermes customer care. There is no way to reach customer care except a phone line which being mute I cannot use. The website has a chat-bot but all it does is take details and add your name to a queue to wait for a response from Hermes. I struggled on for another ten hours. No collection. No help. Nothing. By 10pm, I decided that Hermes had wasted enough of my time so I sent an email to say they had broken the contract by not collecting on time so I considered the contract ended and Indid not want another appointment for a courier to collect my parcel so I had to spend another day by the door. I said I wanted my money back as was my legal right. I also said that Hermes was breaking both the Equality Act 2010 and the Consumer Rights Act 2015 by denying access to customer care to mute customers by only offering a phoneline and no text-based contact mute people could use. Since then someone took the parcel to Royal Mail for me and sent it off. Meanwhile, having ignored me when they should have paid attention, now it is far too late Hermes has ignored my demands for a refund and instead sent me a constant stream of stupid emails generated by customer care people pressing a keyboard button instead of dealing with reality and responding to me as a person e.g. one email saying that the entire customer care team were all out of the office until Sunday 9th January 2011 (yes, 2011) and another saying that the parcel they failed to collect and has been sent using Royal Mail is 'currently with a Hermes courier and would be delivered some time in the next week to either me, a neighbour, or safe place and could be tracked online or with their app'. Just random messages to look like they were doing something. But no apology. No explanation. And no refund. Of the couriers they sent, one failed to knock at my door and just knocked at the neighbour's door (a total stranger, and nothing to do with me or Hermes) for reasons best known to himself. Another manged to knock on my door but when I ignored him as I had already cancelled and demanded a refund from Hermes, he then sat in his van for ten minutes just looking confused like he could not work out what had gone wrong, as if he were thinking: 'only 24 hours late but the customer is not home, how can that be?!?' Part of me does pity the poor saps who work for Hermes but the rest of me despises Hermes. I want a refund. I think they should refund my Royal Mail costs too. But I think I will never see my money. As for abusing disabled rights, I have reported Hermes to the authorities - it will be interesting to see if British law actually applies to couriers like Hermes or if they can break the law without sanctions.