I sent a parcel via Hermes International 5 day delivery to a large factory in Germany on 23/7/20. Nothing was heard up to 7/8/20, so I used chat and was told it is still in transit. On 11/8/20, I used chat again to find the address could not be found and the package was being returned. 1) Tracking does not work for international shipments 2) The factory has been there for over 50 years and can be found on Google, etc. Why couldn't it be found? 3) Neither sender or recipient received any communications 4) The return can take 6-8 WEEKS! 5) I cannot claim money back until I receive the goods (and the original chat agent said I might not be eligible for a refund) 6) Even the Customer Service number (which is well hidden on the website) is incorrect, but... 7) The phone number is for domestic shipments only. No number for international shipments 8) There is no formal complaint procedure. The complaint procedure is to "speak to the supervisor" - they (Mo) said there was nothing they could do. 9) 22/8/20 still no return (4 weeks after "5 day" delivery) Hermes in the UK is fine, international is terrible!