AGS - Poor service, no support

Ordered a package from China through Aramex Global Shopper. Been struggling for 2 weeks now to get AGS to clear my package at customs. They requested documents. I supp**** it. They only submitted it to customs 5 days later, now another 5 days later they are asking for the exact same documentation. Really pathetic service, the item should have been in my hands by now. It can not be this difficult to clear an item at customs!!!