Bad service

I always use aramex to courier parcels and they usually take less than 2 days, I don't know why they say they courier overnight when I couriered a parcel on the 3rd of December and today it is the 10th and the parcel hasn't reached its destination, when I call the call center I get told that it's an outside area and there's an additional fee that has to be paid... I asked to speak to the supervisor but I was transferred from one person to another and was on the line for 30 minutes with no assistance. No one can give me a valid reason as to why a parcel has to take more than a week to be delivered