I wanted to give no stars. Lost my return in warehouse so I didn't get credited. Charged me £4.95 for 'late' parcel which I received on 1st Oct and returned on 2nd so that was wrong too as I had until 14th to return it. I have receipts from Hermes. Pay me back. I was told they have been holding money of mine for over a year without sending me a statement, letter, email or phoning. Is that even allowed? I found out by accident.Customer Services said things often get lost and 'not to worry' well sorry I want my £15.99 pronto. Everyone on customer services says something different so you don't know what is going on. They never take ownership of the problem and actually do anything. They cut you off if they don't want to deal with a problem and this happened to me. They had all my details but kept saying they can't find me on their database and send them again. Wrong. Letter came with facsimile signature so no personal service just a standard letter saying my problem has been resolved. Wrong again, I've asked for answers to lots of questions which they constantly ignore. They have the worst customer service of any company I have ever dealt with and I'm 75. They just don't care. They say to please let them know if I'm still dissatisfied because I could go to the Ombudsman but they'd prefer to deal with me. I've written to two of their board members which I found online (Otto Group) asking if they think all this is acceptable. I have also written today to their customer services manager Diane Marczynski whose 'signature' was on my letter. Just a facsimile, obviously and a standard printed letter again obviously. No personal service, nothing done about my questions. Sick to the back teeth with them. Don't bother ordering anything from them they are a waste of space. I shall continue until I get my money back, and I will not give up. This company is broken.