Disappointing service from aramex

Good day. I've placed my order with divine virgin hair studio on the 7th February and they sent my parcel to aramex on the 8th, aramex received it on that morning. Today it's the 19th and it has not yet been delivered. I knw of someone who's parcel was received by aramex on the 12th and got the delivery on the 16th, we live in the same location. Im wondering as to what happened to my parcel. I've tried to trace it but the status on the app shows that it is on its way to final destination for delivery, that was last updated on the 15th. I tried to call but they keep telling me that it's on the way. Call center agents are not helpful in this situation. I spoke to a male agent today and it felt like he was not in the mood to talk. I'm so frustrated, don't know what to do.