Parcel Lost

I shipped a parcel to a customer via the Aramex dropbox service (supposedly overnight shipping). After a week I started to enquire where my parcel is. Nobody seems to know where the parcel is, and every one I talk to act as if it is my responsibility to call the other branches to find out if it is there.

I have spend more than a hour (10 calls) on the phone in the past 4 days with aramex, out of the 7 people that promised to call me back only one from the JHB branch actually did. Currently they still don't know where my parcel is and I have to refund my customer whom did not receive the Christmas gift she bought.