Horrible experience with Aramax

I have an event on the 28th of October which I ordered a dress for. My parcel was then handed over to Aramex on the 5th of October. With much excitement I kept checking my tracking history however I saw it wasn't moving I then decided to email Aramex directly to my surprise only then I was told it was involved in a hijacking by an agent named Cayla. I understand that is out of their control but now it seems it my job to sort out the replacement I was told to contact the shipper myself to find out about a replacement which already seemed *****! I then emailed back to find out if they had informed my shipper themselves too, to which I was told that she had informed the joburg team to inform the shipper! And to my damn surprise when I messaged the shipper they hadn't heard from Aramex yet! Now it makes it look like I'm not being truthful and all I want is my dress and for Aramex to at least be a bit more helpful in this damn process instead of making me run around