Appalling lack of service and/or committment from Aramex in Johannesburg and Pretoria

This company is one of the WORST companies I've had the displeasure of working with in a long time. I ordered a book as a Christmas present for my sister-in-law via an overseas company. Book arrived in SA on 16 Nov 2021 - I have still not received my parcel. I have spoken to over 8 people at Aramex, 2 of which are "managers" - each person giving me a different answer as to where my parcel is. They cannot even get their lies straight. I was told by the "Hub Gateway Manager" on the 8th December "I know this is not your problem and should not happen but unfortunately it is the situation we are in I would rather start the claims process and have your shipment replaced in order to prevent any further inconvenience while we are looking for your shipment. Again we apologize for the inconvenience and assure you we are looking for your shipment daily" - only to be told on the 11 Dec by a different manager "Kindly note the shipment was received yesterday, please note it will be processed over the weekend for delivery from Monday" - needless to say I still have not received my parcel. 6 phone calls on the 17th, where i listen to terrible music and then the phone gets thrown down in my face later I receive an email from the Express Customer Service Executive in Pretoria "After looking at the tracking history of this shipment we got to the following conclusion. The shipment was released from customs and was supposed to move to Pretoria on the 28th November for delivery on the 29th November. The shipment never arrived in Pretoria so a national floor search was done to try and locate this shipment which came out negative as none of the branches advised they have the shipment. To date there is still no update on this shipment or its whereabouts even after numerous attempts to locate this. The shipment therefore will unfortunately be declared as missing however we have our risk and compliance team still working on this to try and locate the shipment. I can inform the team in the meanwhile of the situation in order for them to send a replacement shipment or do a refund however the chances of a replacement getting here before Christmas is unfortunately very slim" - how nice of them to start the claims process nearly 2 weeks after "starting the claim process". Pathetic, disgusting, unapologetic, dishonest, arrogant service. I have asked both of these senior managers to phone me..... needless to say I am STILL waiting for someone, anyone from Aramex to phone me to tell me what they intend doing about my parcel instead of excuse after excuse. Their telephone manners are appalling and they should not be allowed to deal with clients as they do not have the "goedspa" or manners to do this. Aramex Head Office should deal with these people in the Jhburg and Pretoria office that are giving the company a bad reputation.