They shouldn't work with Hermes if they can provide nothing about the service you've paid for. I paid a lot for a heavy parcel to be collected and delivered. They give you a 12 hour window in which you must stay put awaiting collection with no updates. So I booked a day off (costing me extra) to wait in, it was collected but a week later returned apparently it was "refused at delivery" but the recipient never even had the chance as the delivery driver didn't attempt to deliver. So Parcel2Go have been kind enough to try again, however, I now sat here again for another 12 hours, unable to leave and cancelling plans, booking time off etc, and they are not able to tell me when the parcel will be picked up... if it will be picked up. Communications is rubbish, they gave me the wrong tracking number and the response on their live chat is clearly scripted so we've just been going around in circles.