I've been sending and receiving parcels by Hermes and previously had only one significant problem that was resolved with a phone call to customer service which was easy then. Since October I have had SEVEN problems with parcels I was expecting being lost, not delivered due to damage or unacceptably delayed. The stress has been made worse by it now being almost impossible to speak to a real person in customer services and if you do navigate 'Holly' the online assistant to leave a message for a real person the email response comprises standard sentences that are unhelpful. Reviews on other sites are complaining of similar problems which seem to be due to Hermes' inability to deal with the COVID-related increase online sales and the volume of parcels.
My worst experience was with a parcel from Amazon. When the pacrel was stalled at the delivery depot for several days I attempted to speak to somebody in customer services and also left a message via 'Holly'. The automated phone service recognized from the tracking number that I was an Amazon customer, told me to contact Amazon and cut me off. The first email I received was an automated response to tell me an investigation was being carried out then I received an email telling me the parcel was deemed lost. I did contact Amazon and they re-sent the items. Fortunately, the only positive in the experience, they told me I could keep the items in the original parcel if it arrived because, nine days late, the "lost" parcel arrived with the box squashed as if it had been at the bottom of a pile of other delayed parcels. My usual Hermes driver told me she had been on holiday and I assume that no relief driver had been available.
In my previous phone contact with a real person at Hermes two years ago the agent contacted the delivery depot manager who really did carry out an investigation to establish the reason for the delay. I received a candid explanation for the delay and the pacel was delivered two days late. If I had been able to speak to a real person about the delay to my Amazon parcel the depot manager might have admitted the parcel was delayed due to a shortage of drivers and I would have been happy with an apology.