Aramex - Uncooperative with its Customers

I have used Aramex once before and did not have any problems. However, recently I order an item off Amazon that was scheduled to be delivered to me by Monday, 25 June 2018. The status of that parcel has been "Customs clearance - in progress" for nearly TWO WEEKS (since 15 June 2018, 03:01 PM). I have submitted several support requests to Aramex asking whether they can tell me what's going on, but none of my requests have been responded to. The site does not even show that my query has been reported or submitted, so either the site is not working properly, or customer service is ignoring the customer's requests. Either way, I still want to know where my parcel is! Can SOMEONE please tell me what is going on??? If I have to submit a customs clearance letter, then just tell me! I can't reach customs and there is no response from Aramex. I have two more parcels scheduled to be delivered to me by tomorrow (28 June 2018) through Aramex and I have no intention of sitting with the same problem. This is an unacceptable level of service - I am disappointed.