Bad service from aramex....

I'm very disgusted by the service I've received from aramex couriers. They promise lightning fast delivery across the world. They state it should be delivered before mid-day ha ha ha its 16:23 on the day of delivery and I have not yet received my parcel!!! I try and phone to track my order and they put me on hold for 27 min and still holding. This what needed to be delivered is a birthday gift and now because it has not been delivered... that gift can't be given... I'm very irritated and this needs to be sort ASAP