Hermes via Packlink Missing Parcels

[dolly2shoes]

I have been selling as a private seller for over 20 years.  4 parcels (so far!) sent using Packlink Hermes seem to have 'disappeared' after collection from my house.  The first one was quite quickly resolved with Packlink accepting it was missing and paying compensation of delivery charge and item sold price (very small amount).  Three more parcels now seem to have disappeared but Packlink advise I have to allow 30 days for them to investigate!!  When I replied this was not acceptable I did not get a response.  My customers all want full refunds which I will have to honour but I am disgusted with both Packlink and the Hermes service.  I appreciate the Covid situation is affecting the time taken for deliveries but this is missing parcels which should be a cause for concern for Hermes yet we have to deal with Packlink.  I have 100% positive feedback but now have a number of unhappy customers with missing parcels.  Tracking seems to point to the Maidstone depot as no further scanning is done after that point.  Is this a general problem? Thank you.