My parcel was collected from my home it was a bulky item containing some beautiful ornaments , so I paid extra packaged them up nicely. I thought great the lady who will receive them will be very happy. This was the first time I have ever used them.

Week one passed, Item wasn’t delivered. I rang up to check ‘oh it’s on the way they said ..it will be delivered to the recipient.’

week 2 passed nothing . Recipient said she had not received it. The tracking had shown the courier marked item as ‘ rejected ‘ this was not the case. No one had ever refused the item so why did the courier write this?

I rang customer service on numerous occasions I got cut off 5 times ! There was no way to find out where my parcel was.

I emailed and tweeted the company, finally one manager called me back and said ‘they are still trying to track your parcel. We are doing a physical sweep and looking through cctv for it. If it’s longer than 28 days it goes to auction’ 

last update - sorry the item is deemed as ‘lost’. All so they can take it auction. Awful customer service and awful behaviour.

So my concerns are 

There are thousands of complaints against Hermes -you only have to look at twitter why are they not doing better and delivering parcels like they say they will ?

why are they claiming ‘lost parcels’ when it’s at their depot?

why are they making people wait for 28 days only to put their items in auction?

surely this type of parcel delivery operation just can’t be allowed to carry on in this day and age. 
surely they should be held accountable and each customer compensated!

so many customers like myself spend days and weeks chasing so called ‘ lost parcels’. 
why are they not being made accountable ? 
should a company like this be operating ?