Horrible service, didn't return call as promised

I have been expecting the delivery of a parcel since the 30th of July, the last time it was scanned in on the tracking system. I called the help line and the lady promised to follow up and call me back immediately. She mentioned that the person responsible for delivery had been to the address but couldn't deliver the parcel,which is absolute nonsense. The delivery person most likely saw that the address was a school and decided that it was after school hours so didn't deliver it. You don't get paid to make such assumptions, my number was available and if this person had called me I would have received the package. Back to the call centre lady... Needless to say I haven't heard from her yet. I also filled out a "contact us" form on their website, but I haven't received any feedback at all. What makes this so bad is the fact that it is live shipment of ****croaches, intended as feed for exotic pets. I am sure that, although they are resilient and able to survive 2 days in transit, they must all be dead by now. Aramex, you seem to be extremely *********** and not at all client oriented.