Shocking ‘service’ by Aramex

I ordered an item which was sent via Aramex but had to return it as the item was too large for me.We were advised to take it to Checkers,Whale coast mall in HERM**** & hand it in there.This was done with the correct address on etc.It is now a week later & the company have yet to receive the parcel. After phoning,emailing and using their WhatsApp ‘helpline’ )Aramex)I have got nowhere.I keep getting asked for a tracking number which we never received. I have asked that the Aramex box be opened at Checkers to see if the parcel is still there or been collected ( if so where is it). I simply cannot get an answer from them (Aramex) & have no idea how to continue (& hopefully find my parcel & get it delivered).Truly shocking service