LOST PARCEL, NO REFUND. HERMES DONT WANT TO KNOW

Hermes lost my parcel. I completed a claim form and was informed I’d need to wait up until 28 days. I waited and waited, nothing!
I call up the customer service team who tell me they’ve closed the case and nothing more can be done. They won’t reopen and have said I can email the claims team but they’ll see it’s been closed and won’t even open the email.
By the way three calls to Hermes customer support today. 15 min wait each time. Twice call got answered and no-one spoke, got a crisp packet rustling noise or something similar before hanging up.
So their reasoning for closing the file is that after I made the claim they emailed me back for one extra bit of info with a deadline of 7 days to respond. I didn’t receive it. They didn’t call or send a follow up email, just closed the case.
No discussion, no apology and i refund for my lost parcel.
This company is a joke when it comes to customer service.
Go with someone else!!!