Aramex poor service

I sent a parcel to aramex store to door @ Pixk n pay on the 16th of this month and another one on the 18th, which had arrived. But I could not track the first neither did I receive an sms informing me that had they picked the parcel. I made a follow up later during the week at the store and they confirmed that the parcel was picked up by aramex. I called then and they told me they'll escalate the matter and that they'll get back to me ASAP. I have been waiting ever since and getting the same response when I call or the call would just get through.

I am so frastrated because that parcel is my client's, and I'm very disappointed.

Here is the case reference: NJB/1224/12756 Waybill number:***