DO NOT USE THIS COMPANY Good afternoon , Regarding parcel number: 5516295245906687. Thank you for contacting us at Hermes. I am so sorry for the confusion caused. First of all, please allow me to clarify what has happened with this parcel. On the 05/02/2020 - the courier had the parcel out for delivery but noticed that the parcel was clearly damaged. Therefore, he returned the item to the depot. Unfortunately, at the time, the courier was working from a paper manifest, this means he did not have a scanner with him to produce live updates on the tracking system (this is very rare). So, when the courier returned home, they logged into their courier website and entered the outcome of each delivery. It is evident now, the courier made a mistake when inputting the outcome of your delivery. Please be kindly advised, when we had previously advised you this was delivered via the letterbox, we were not lying to you, we were simply providing you with the information available to us. Also, you state that it would not have gone through the letterbox, again - we were not aware of what the contents were, if we did know - this would have been questioned. The item then entered our 'Undelivered Parcel department within the depot where it was assessed for the damage. Items that are sent via our network are sorted at our national sorting hub and depots via heavy machinery and conveyor belts and unfortunately, in this circumstance, your item was damaged due to this. Due to the time frame since the last scan (06/02/2020 20.45) we knew at this point a depot sweep was needed in an attempt to locate your parcel, this is why we requested the contents. Once we were provided this information, it was sent to the depot to conduct a sweep. Unfortunately, the depot have now confirmed they have not been able to locate the item and therefore we would now need to presume the item as lost. Unfortunately, as you are a customer of the sender, and not a Hermes customer directly, we would be unable to reimburse you the lost funds (due to contractual reasons) therefore, please contact the sender so they can raise a claim with ourselves. Hermes do accept full responsibility for the loss of the parcel, its just (as I said above) due to contractual reasons we cannot refund you directly. I apologise for the fact you feel you have been lied to - this is not our intention at all. Please be assured that I will raise all relevant feedback to the correct departments to ensure further training is provided and any necessary action is taken. I do apologise for the inconvenience caused. Kind regards, Chloe Weatherstone Customer Relations Advisor Hermes Customer Relations Department Capitol House | 1 Capitol Close | Morley | Leeds | LS27 0WH