I had exactly the same problem when buying a mobile phone via Amazon, however in my case the item was stolen while it was in transit! The seller paid Hermes to track the item and when it suddenly disappeared off their system, the seller immediately contacted the police. Following the investigation it seems the courier was self-employed and sub-contracted by Hermes, so they felt no obligation or responsibility for the theft of the phone as they were not strictly employed by Hernes. I cannot understand how this company can continue to exist with the amount of thefts that occur, even now I have three cases open where orders have apparently been flagged as delivered but they don't know where! Luckily Amazon and their sellers have been really good at rooting out the guilty individuals but have admitted there's no way of stopping Hermes using the same courier/driver in the future.
I sold an Xbox on eBay in November. Made the mistake of sending it via Hermes. Next day delivery, fortunately I took out insurance.
After three days it still hadn’t arrived. The tracking just said something along the lines of “there’s a problem, we hope to have your parcel on the move within 24 hours”
After two weeks, no change and I had to refund the buyer in full, he’d been very patient to be fair.
The worst part was trying to speak to an actual person at Hermes. You basically get an automated answer and you tell it your tracking number and it tells you what you already know because you’ve tracked it on their site. This takes at least 5 minutes. Then you can tell them you want to speak to someone. Then you’re on hold for about an hour.
Long story short, they eventually admitted it had been lost or stolen and agreed to reimburse me the full amount plus the postage costs. Sold the Xbox second week of November, didn’t see my money back until the second week of January! At least I did get it back though.