This company is awful please do yourself a favour, save your self the hassle and use a different courier service!!! I sent a parcel to someone who brought an item from me on eBay. I will start by describing the item so you have an idea of the package and how it had been sent .....The package contained two round cast iron plates, these weighed a total of 10kg, wrapped both weights in cardboard (didn't have a box so used scraps of cardboard to wrap around the weights to give a form of cushioning), these were then put into a thick refuse black sack it wasn't opened, it was doubled up as thick plastic, this was the taped together endless times with parcel tape possibly using half a roll of tape in the process- you couldn't see any of the black bag because we used so much tape, this was very secure therefore the tape would have had to have been cut to open the package. Any way few day later the receiver get the parcel it had been opened, you can clearly see the cut marks on the package and the tape has clear slices through it. i contact hermes. no answer, keeps getting cut off or 'sorry call can't be taken' (i get this there is a global pandemic at the moment)- however customer service calls can still be taken whilst people are working from home, and many other company have managed to do this pretty well.... I have to log the problem with the automated robot thing online tells me i will hear in a 24 hours from a customer service advisor (this is the 30th July) Two days later i have heard nothing- I log again with the robot thing (1st August) i then get an email to say complete the form let us know what happened....i do this complete it all. I hear nothing after this i email 11 days later asking for this to be looked into again i hear nothing. then today i receive an email- sorry your claim won't be processed you can not get compensation for your items as it was not packaged correctly. Fair enough if it was thrown in a bag and taped little bit but the package was tight and needed to be cut to be opened, which has clearly happened as from the pictures the receiver had sent, I don't care for the postage cost i wanted the item i had set and which was was lost to be sent to the receiver, its not like the delivery driver wouldn't have seen a 5kg cast iron weight sitting in the boot of his car/van if it had accidentally ripped and 'fell out'....if it could have fallen out at the sorting depot someone would have seen it- its a cast iron weight not a cuddly toy or something small that you wouldn't notice. I therefore believe Hermes has STOLEN the item I had sent out, they are saying they won't issue me a refund. They obviously think a cast iron weigh turns invisible once out of the packaging as they've not even acknowledged it as being lost or stolen?...i wonder where the item is? I believe this company are money grabbers and will take advantage of anyone who tries to make a claim against them. The package was not only damaged but an item from the package was lost or stolen, yet they are dismissing the lost/stolen claim part and refusing to issue a refund. I have shown them proof of purchase, proof of damage to the parcel and the cut marks to the parcel. The customer service is a complete shambles, you can't get hold of anyone to actually have a conversation and you have to wait for replies on emails. In my opinion this company is awful and should be avoided, please do yourself a favour, save time, and money and use a different delivery service.