Has anyone ordered from them?
A couple of weeks ago I came to the realisation that I own literally nothing that isn't suitable for the gym or bed. Lost a lot of weight over lockdown and I just wasn't interested in buying clothes because my life is wfh, school runs and dog walks.
Friend decided to book a last minute trip to see me from US, he's here for a week and the WTF do I wear panic results in me putting in a massive order with them and practically buying an entire new wardrobe.
I figured I'd do everything in one go to give me a bit of a staple wardrobe, and then I can add to it over the next few months with some better quality / more expensive stuff. So we're talking jeans, skirts, tops, skirts, belts / earrings / necklaces, hats and gloves, a jacket and two pairs of boots.
The order came and it's honestly fine, except for the fact the parcel was missing multiple items including a pair of boots that cost £75!!
So, I unpack everything and do a stock check to see what else is missing, which I probably wouldn't have done if it wasn't for the lack of giant fucking shoebox being blatantly obvious, and I fire off a ticket with support.
This takes a couple of days - very apologetic and they ask me to send photo of delivery note which I do.
I assumed they'd cross check the weight of the parcel with the weight it should have been if it included the missing stuff, so everything is now hanging up / put away / going through the third wash (the jeans absolutely stink to high heaven!!).
More days pass.
Can I confirm the items weren't in the package?
Yes.
More days pass.
Can I confirm the parcel wasn't damaged?
Yes. And can you please send the missing items asap because I paid for next day delivery and they're still not here!
More days pass.
Can I send them photos of the delivery note and all the items in the package.
At this point these clothes are everywhere including the wash basket, washing machine, tumble dryer, wardrobe, drawers, coat cupboard and my body. It was a massive order. I explain all this and say I can do but also ask if it's absolutely necessary since I'm not sure what that actually proves?
More days and I get the most confusing email asking me to yet again confirm the stuff I've already confirmed, send photos of this that and the next thing, and if I've done all that fill in another form which requires a specific app be downloaded so I can sign it which they will then send to Hermes who will launch an investigation.
I read it, confused because yes I've answered all the questions but I don't need an investigation launched with Hermes. Hermes delivered the parcel it was just missing items.
So I decide I'll deal with it tonight when the kids are in bed and I've had a cup of tea and the willpower to work out wtf they actually want from me. This was late on Friday so I figured they'd not even see it until Monday anyway.
I do as I planned and find another email from them saying that as I haven't responded to the investigation launching document request, SHE WILL BE CLOSING THIS THREAD MOMENTARILY.
It's taken them days to acknowledge every single hoop I've jumped through, and the first time I don't immediately respond, they close the thread.
I obviously replied telling her not to close it and asking for clarity on what they want from me since I don't want / need to launch anything with Hermes, and it's been radio silence since. Not even a "we've received your email" auto-responder like I've had with the rest, which makes me suspect once the thread is closed you have to start the whole process of raising a ticket all over again.
I'm at my wits end with these people 
So... (unless anyone wants to pitch in with good experiences) this is your PSA to avoid them. Which is sad because most of the clothes are actually quite nice and I'd say definitely worth the price.
If anyone got this far... any ideas on where I go from here / what I do next? I'm not sure how I can prove the items weren't in the package and I'm 100% convinced they think I'm lying. I used to run an online business and we always, always weighed the packages, firstly because it's needed to calculate weight but secondly because it helps identify if you've fucked up an order OR you're dealing with a chancer.
Is "trading standards" still a thing? I've always had pretty decent customer service and now I don't know what to do 