Aramex abandoned goods I purchased at Customs

Shonisani Tshianzi of Aramex South Africa arranged for two different overseas shipments which I have already paid for and which were shipped separately to be abandoned at customs. One is an item which the seller has sent me as a replacement for an incorrect item and the other is a straighforward purchase. According to Aramex both items, even though they were shipped separately, were held by customs and Aramex asked me to produce various documents. I do not have these documents and I am busy trying to obtain these documents from other parties. Even though I have been trying my best to get these documents and I have been cooperating with Aramex, Shonisani Tshianzi of Aramex obtained permission from other members of Aramex to abandon both items at customs. The seller had contracted Aramex to deliver the items. This leaves me with a huge problem and a potential loss of thousands of rands. I believe that the responsible staff at Aramex are arrogant, completely unsympathetic and uncaring. Their attitude seems to be - it's your goods and you money, so why should we care!