Abysmal service and communication. I sent my parcel 6 weeks ago, it has not arrived yet. The online tracker says it is 'on its way'. The digital chat repeats that it is 'on its way' with no offer to discuss the matter further. The telephone helpline is an automated message that just repeats the parcel is 'on its way'. Choosing the 'speak to someone about my parcel' option you get the message 'sit tight and I'll put you through to someone.' Nothing happens - no ringtone, no message to say you're being held in a queue - just nothing. I searched online for alternative numbers to call, found several but all divert to the same automated helpline. Rubbish. The parcel is lost, I have to refund the buyer with the cost of the item and delivery charge, and no way of claiming it back from Hermes.