Returned 3 parcels, only refunded me for 1 of the parcels. Exactly the same as what others have said, when I can actually get through to live chat, keep getting fobbed off saying an investigation has been opened with Hermes and that I have to wait, no phone number and they don't reply to emails. Been waiting almost a month now. Hermes clearly don't update their tracking information either as the one parcel I have been refunded for still says it is "on its way back to sender". Hermes are just as bad. Definitely won't be shopping here again as I feel robbed. When you have proof of postage this should be all you need to get a refund! It is appalling customer service.