Very bad service / no assistance on parcel

I placed some orders with Amazon (I am a very regular buyer). Amazon combined two orders (#*** & #***) and shipped it on 4 Sept. 2023. Nothing has happened since / absolutely NO movement on parcel that was shipped via Aramex. I contacted them this morning via chat to find out what is happening to this parcel and why I don't see any movement, but the associates were totally unhelpful!! The first one could not help due to supposed technical issues and the second one just told me to wait until last delivery date and only then will they take some action - no other solutioning. Did not even offer to find out what is happening with this order / shipment!! When I complained about that, his only solution was to offer to cancel these combined orders!! I pay and do anything I have to, but Amazon is not doing anything to assist. Something similar happened before and both orders were actually lost. I need some of these items in this parcel as part of a gift, so this response and assistance are really not appreciated!! Expected more from Amazon. Very disappointing service!!