OK, this is partly a Hermes-are-awful grumble, but mostly a pleasant surprise at some really good customer service.
Hermes claimed to have delivered my Christmas books order, but I hadn't received a snifter of them. Tried their usual random hiding places the bin ans then contacted the Book People site -- who said 'Very sorry, we'll investigate, but meanwhile we've reissued your order and sent it express via ParcelForce this time. If you receive duplicates, please donate them to charity with our best wishes'.