We recently booked and paid for the collection of two items to be returned to the seller (Wednesday 9th Feb). This was booked to be collected on Thursday 10th Feb. Unfortunately the items were not collected on 10th Feb nor were they collected on 11th Feb. Upon returning to the office on Monday 14th Feb there was a message from Hermes explaining that the package was unsuitably packaged. We then contacted Hermes to get some sort of timeframe for the packages to be collected, explaining that the item is being returned in exactly the same packaging as it was received and unfortunately, the information provided was incorrect as the courier would not have been able to get into the building on a weekend, hence the reason we had booked it for a week day. After numerous emails back and forth (due to not actually being able to speak to someone via live chat or over the phone[all automated]) we were told that the collection had been re booked...to SATURDAY 19th Feb after us making it very clear that they would not be able to collect on a weekend. We replied explaining (again) that it would need to be a weekday, to which we received and email stating this case has been resolved and is now closed. The items, 3 weeks later, are still in the foyer of the office and we have had to start the conversation, via email, all over again. We have now lost the refund on the item and also have asked for a refund from Hermes for the postage cost. We have had no response. This is still ongoing, therefore (hoping that senior management review feedback) would like a call to discuss this - FUNDA - 01282 525200.