Bad experience is putting it mildly. The business model and operation of this company is so bad I don’t know how they haven’t been forcibly shut down. Customer service is mostly bots, if you do manage to speak to someone (you’ll have to do the legwork to get a number because they don’t publish it on their website- warning sign!) you won’t get very far. There is no telecommunications between departments, everything done via email- so good luck with an urgent complaint! They constantly need badgering to get their finger out and even when they finally do they fail to deliver (literally) and you’re back to square one. They have had my parcel for 2 weeks - it was on a next day delivery- do they care? Of course not, the company is so disjointed there is no accountability. Heading into their official complaints procedure but if its dealt with the Hermes way, I imagine I will need to take my complaint to the Postal redress service. Cannot stress enough how much you should avoid this company!