Hermes is great until the inevitable happens and something goes wrong and then you get stuck in an automated attempt to not resolve your issue. We have sent quite a few items with Hermes and until something goes wrong they have been excellent but if you want to resolve an issue they caused , they will do everything they can to stop you contacting someone who can help, their automated system just sends you around and around until you tire of their attempts to stop you putting in a claim. We actually managed to use Google to find a Customer Service email address and we were actually told by the company to put in a claim with the person sending it , which is strange considering we are the person sending it and this is just kicking the problem onto the customer who has had the bad service. Truly the worst carrier experience we have ever had and we used to send things by Parcelforce so the bar was already as low as it could go ( apparently Hermes felt it wasn't low enough). Luckily the customer was really understanding and we sent a replacement after two weeks of it not turning up ( it still hasn't turned up yet after a month. It isn't the fact that something went wrong , it happens but the ability to correct this is a huge reason we have stopped using Hermes and will never use them again. I gave them 2 because until there is an issue they are ok ( a few turn up late but they do usually get there) but it's hard to excuse how bad the customer experience is and their barrier approach to solving issues they cause. Really don't use them stick with one of the better companies, which are everyone else but Hermes