These guys are genuinely awful. I tried to send a package last week, they marked it as collected while it was still sitting in my hallway. I had to find the contact details for another local Hermes guy and go meet him to give him the parcel (defeats the point of paying extra for collection?). Then they try to deliver it on a Sunday afternoon (it's a business, they are closed Sundays) but no attempt to contact me to tell me, I had to find out myself through the tracking app and when I try and talk to someone I can't. No attempt to redeliver yet (it is now Wednesday). Finally after trying to reach out via email and Twitter still no response from Hermes. The 'Holly' bot is limited, it can only tell you what you can find out yourself via the tracking section. I will never ever use these guys again after this experience.