Package is returned to sender Hermes?

Hello. A few days ago I ordered express delivery from Zalando and the parcel was supposed to arrive today, but apparently someone was there today and nobody was at home, even though I received my DHL parcel today and someone was at home all day especially for me! It's also good to mention that I live on the top floor and I've had problems with Hermes since they like to leave my parcels right at the bottom without notifying me and somehow hope that it teleports itself up to me. I called them today and the lady said there's not much she can do other than forward my problem, but I know that nothing will happen and I won't see the parcel again. Has anyone else had so many problems with Hermes? And what else can I do?